Licensing Number Assignments and Porting Call Routing Reporting and Analytics Moving To Teams

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Alice Richard
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3 Licensing Number Assignments and Porting Call Routing Reporting and Analytics Moving To Teams

4 What Licensing Do I Need? For Microsoft Phone System Teams Skype for Business Plan 2 Exchange Online Microsoft Phone System Audio Conferencing (optional) Office 365 Calling Plan (or Communications Credits)

5 Microsoft Phone System Minute Pooling One plan per user. Minutes are pooled at plan and country level. UK domestic US domestic US domestic & international 6,000 mins Cannot share pooled mins 15,000 mins Cannot share pooled mins 15,000 domestic mins 3,000 international mins Whichever is reached first 5 Users 5 Users 5 Users 1,200 min/u/m X 5 users = 6,000 minutes 3,000 min/u/m X 5 users = 15,000 minutes 3,000 min/u/m X 5 users = 15,000 domestic mins 600 min/u/m X 5 users = 3,000 int l mins Note: Pool size is based on *assigned* licenses and not purchased licenses

7 Calling Plan Availability United States Belgium France Germany Ireland Netherlands Puerto Rico Spain United Kingdom

8 Phone Number Acquisition Guidelines TNs be obtained from Microsoft with a valid calling plan Requires an Emergency Location per region User Numbers Assigned to individual users Can acquire up to 110% + 10 Service Numbers Assigned to call queues, caller ID masks, automated attendants. Available amount determined by table:

9 Acquiring Numbers Via GUI From the admin center -> voice -> phone numbers: Click + and select the appropriate amounts and regions.

10 Acquiring Numbers Via PowerShell Search-CsOnlineTelephoneNumberInventory Select-CsOnlineTelephoneNumberInventory

11 Phone Number Assignment Guidelines Emergency Locations need to be created User licensing needs to be assigned User needs to exist within correct global region There may be a delay before numbers become active

12 Emergency Location Creation Address will be provided to emergency dispatch Address must be validated to be applied Additional associated locations can be created (ex. to specify additional floors.)

13 Emergency Location Creation

14 Number Assignment by GUI In admin center -> voice -> voice users Highlight your user and select Assign Number

15 Number Assignment by PowerShell Set-CSOnlineVoiceUser

16 Customized Dial Plans Normalization rules can be created to replicate legacy dialing patterns using: New-CSVoiceNormalizationRule Set-CSTenantDialPlan Grant-CSTenantDialPlan

17 Emergency Calling Behavior With assigned Calling Plan Calls are intercepted by a 911 operator to verbally validate the location before proceeding With Hybrid Voice Calls are sent out existing PSTN trunks With Skype for Business Mobile Client Calls are sent through cell phone carrier With Teams Mobile Client *not yet available

18 Number Porting Simple ports via Admin portal < 1000 numbers From single telco All numbers are for users Complex ports via Multiple carriers User and service numbers Large number of phone numbers

19 Number Porting Guidelines Plan at least a month in advance for third party telco to Microsoft Plan at least a week in advance for tenant to tenant Plan for a short downtime (~30 minutes) during port window Fill in Letter of Authorization (LOA) ensuring ALL information is 100% accurate Coordinate port window with Microsoft

20 Number Porting Guidelines Third party telco to Microsoft (no hybrid voice): Numbers will be added to tenant ahead of time for easy assignment Third party telco to Microsoft with hybrid voice, or tenant to tenant migrations will only have numbers appear at time of migration

22 Outbound Caller ID CNAM (Caller ID Name) may appear as user s domain name (EX: contoso.com) or number only. Outbound caller ID can be masked to appear as anonymous or as a selected service number Outbound caller ID policy PowerShell commands New-CSCallingLineIdentity Grant-CSCallingLineIdentity

23 Call Queue Guidelines Configured though Admin portal Call distribution is Attendant (parallel) or Serial Based upon group membership 50-agent limit per queue Agents can be pure online or hybrid with Skype Server or CCE (not Lync) Agents may opt-out if configured Gotcha: Unlike Skype Server, Attendant will only deliver one call at a time per user

24 Call Queue Setup via GUI

25 Automated Attendant Guidelines Business hours\after hours call handling Prompts can be text to speech, or uploaded audio Allows for dial by name directory lookups Dial by name can be scoped to groups Menu options 0-9 with options to forward to operator, user, call queue, or automated attendant Gotcha: No option to forward calls directly to voic .

26 Automated Attendant Setup via GUI

28 Adoption Reporting

29 Built-in Reporting

30 Call Quality Dashboard Available from tools menu in Skype Admin Console

31 Call Analytics Available from tools menu in Skype Admin Console Currently in Preview

33 Microsoft Phone System + Teams Basic calling is now available in Microsoft Teams

34 Setting the default Phone System client *-CSTeamsInteropPolicy

35 Where will inbound calls go? During Skype\Teams Interop and transition calls may hit both clients Caller calling from Setting: Default Setting: Teams; call received on Setting: SfB; call received on Skype for Business Skype for Business Teams Skype for Business Teams Teams Teams Skype for Business PSTN Skype for Business Teams Skype for Business Federated Skype for Business Skype for Business Skype for Business Skype for Business

36 Coming Soon: Combined Admin Console

Cloud PBX: Real world scenarios

Cloud PBX: Real world scenarios Ralph Eckhard Ralph Eckhard IT Architect @ PeopleWare ICT Modern Workplace / M365 www.365dude.nl @ralpje Elements of Skype for Business Online Skype for Business (E1,E3,E5)