Microsoft Teams Administration Cookbook

Chapter 5. Advanced Voice Features in Microsoft Teams

The increased adoption of Teams and the additional features related to voice that have been deployed in recent years have reduced the gap between Teams Phone System and legacy on-prem voice solutions. Influenced by the growing need to provide enterprise-class voice, Teams is now able to manage complex voice scenarios. The improvement in the number and quality of voice features in Teams has been particularly evident in areas like managing service (shared) phone numbers, agents, and phone number delegation.

Note

The tools embedded in Teams allow for the management of customer services and similar systems. However, larger and more complex organizations may require an integrated call center solution. We will discuss this topic in more detail in Chapter 6.

To manage phone services and agents associated with PSTN numbers, the fundamental tools are Resource Accounts, Call Queues, and Auto Attendants. We’ll explore these tools in this chapter.

5.1 Configuring and Managing Resource Accounts

Problem

You want to define a voice service for your organization connected to a phone number.

Solution

In this recipe, you will define a Resource Account (called Res-CQ-ServiceDesk) that will have a free license, a phone number assigned from a Calling Plan, and a Voice Routing Policy (VRP) called UK-VRP-International.

A license is required to enable the Resource Account (previously, a license was required only for Resource Accounts that needed ...