Understandably, Teams is in widespread use across most organisations in part fuelled by Covid-19. As an extension to that many are looking at the Microsoft Teams telephony option, so I thought I’d provide a few points here to assist you in understanding if its right for you.
Approximately 80% of medium and large organisation use Direct Routing with Teams, according to the co-founder of EnableUC. Direct routing refers to
integrating Teams with your existing or new phone system and carrier service.
- Support: consider the level of phone support you need;
- Contact Centre; do you require this and what level of functionality;
- Phone system functionality: do a comprehensive discovery on the functionality you require to understand what is and is not available in Teams telephony. Key areas to consider are:
o Reporting – ease of access, export or integration options
o Call Monitoring and ease of management
o Call recording and advanced call routing
- Availability and Recovery; how available is the service and what are your recovery options and risks to downtime. In business continuity and disaster recovery parlance look at parameters like recovery point objective (RPO) and recovery time objective (RTO)