What actually is Teams Phone? After episodes on voice apps, the Queues app and full contact centres, we finally went back to the beginning. In episode twelve of 365 Explained, Zach takes the lead and covers Teams Phone from the ground up — including the part where you may already own it.
At what point do native call queues stop being enough, and what does a proper contact centre actually add? In episode ten of 365 Explained, recorded live at CommsvNext in Denver, Ben and Zach are joined by Oli Lifely from Luware to draw that line properly.
Could the Teams Queues app save you from deploying a full contact centre? Microsoft clearly hopes so, and for a decent number of organisations the answer is yes. In episode six of 365 Explained, Ben and Zach get into Microsoft’s “contact centre lite” experience: what it adds on top of call queues, what it still cannot do, and the licence maths that decides it either way.
Press 1 for sales, press 2 for support. Simple enough until you go to build it, and discover it hangs off a disabled user account nobody told you about. In episode three of 365 Explained, Zach takes the lead on Teams voice apps: auto attendants, call queues, and the resource accounts that hold the whole thing together.
