Teams Direct Routing, Dyn365 Customer Service Omnichannel Voice

 There has been a little while since I lasted blogged here. But the one who is waiting for some are gonna get something good.

Some history

Omnichannel meens that there are several media who can be queued into your contact center. It can be SMS, email, chat, Facebook, WhatApp, LinkedIN and more. So this is not something new that Microsoft has created. I started in around 2005 to deliver this. So it's quite old but very usefull.


Thank you Yealink for the new firmware

 As for a long time I have been using Yealink WH66. Last week we got a new firmware. And what a change.

It's not perfect, but way much better than before. So here comes the highlights of the new firmware:


New Operator Connect - From 11 to 22

 So, for now the Operator Connect i TAC (Teams Admin Center) has got from 11 to 22. And the service now are in GA.


Cool nice little feature

 This I now will write about is a cool thing I found this morning 😊

I was in the search field looking for a conversation


Switchboard - the time is now

 Switchboard - Teams - API

There are many out there who runs operator based switchboard in Teams. Back in the days you might had a Lync/Skype based switchboard or attendant. Since the has been some "delay" for Teams, you might end up with a operator solution.
This can be good but also a issure. You need to use your mobile to answer, and sometimes we see lack of integrations with Teams.
There can't be transferd or dial to a sipaddress based address. You need to transfer to a phonenumber.
Why not get a solution where the operator/agent can transfer to:

  • - phonenumber
  • - sipaddress for the person
  • - to another queue

Then ofcourse you might also get AOUTH calendar integration, Teams presence, Mobile presence also if you need this and the Telco has this API. 

For a few day's ago I got this in my LinkedIN feed. "Varberg kommun has done this." 
I see for customers that are based in several countries with different telco operators, then you need one solutions for all countries. Then  a third party hosted from Azure will be your path to get a switchboard - Attendant or a Contact Center solutions.

My advice is that when you run Teams with "Enterprise Voice", you are in the cloud, well then  your Switchboard - Attendant should be in the cloud.

Want to know more, please take contact.


Poly VVX and 3PIP

 Poly VVX 201,301 and 401 running 3PIP

After migrate one of my customer from Skype for Business server 2015 and hybrid, with Enterprise voice we started to plan for the VVX together with 3PIP.
For some time we saw that the VVX phones where working fine, but some started to logout for some reason after 48-72 hours. And the we was not able to login to them again.