Microsoft Teams Voice

Learn all about how you can add global calling capabilities to your familiar Teams hub

Automatic_Call_Distribution_

Microsoft Teams Voice

Learn all about how you can add global calling capabilities to your familiar Teams hub

Automatic_Call_Distribution_

Microsoft Teams Voice

Learn all about how you can add global calling capabilities to your familiar Teams hub

Automatic_Call_Distribution_

Microsoft Teams Voice

Learn all about how you can add global calling capabilities to your familiar Teams hub

Automatic_Call_Distribution_

With companies starting to explore hybrid and remote work options, having a powerful communications system is essential. Read our guide to learn more about how you can elevate your calling capabilities with Microsoft Teams Voice and 8x8.

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What is Microsoft Teams Voice?

What is Microsoft Teams Voice?

What is Microsoft Teams Voice?

What is Microsoft Teams Voice?

Microsoft Teams Voice is an add-on that can be applied to your Microsoft 365 license. It allows you to handle calls to/from any phone number you want, without the other caller needing to use Teams.

Teams Voice can be used to make direct calls to other Teams users or numbers connected to the Public Switched Telephone Network (PSTN). But how does this all fit in with Microsoft Phone System, which is instrumental in the running of Teams Voice?

What is Microsoft Phone System?

What is Microsoft Phone System?

What is Microsoft Phone System?

What is Microsoft Phone System?

In order to receive and transfer calls from the Teams app, you will need a Phone System license. Phone System is available as an add-on to your Office 365 package or is included within the Office 365 E5 plan.

Microsoft Phone System is the system used to operate Teams Voice. It offers the same functionality as an on-premises PBX system and comes with features such as auto attendant, voicemail, and call queues. But because Microsoft Voice uses Voice over Internet Protocol (VoIP) to connect phone calls, it also provides all the advantages of IP telephony. These advantages include better scalability, cost-efficiency (especially for international calling), and reliability if you select the right provider (like 8x8).

Teams Voice calling plans

If you want to take full advantage of Teams Voice services, you can get either a Domestic Calling Plan or an International Calling Plan.

Microsoft Calling Plans enable PSTN calling from the Teams app. With Microsoft as your PSTN phone solution, it can fulfill the same role as traditional telephone service providers, while also offering instant messaging, video meetings, and audio conferencing features.

365 Business Voice vs Enterprise Voice

365 Business Voice vs Enterprise Voice

365 Business Voice vs Enterprise Voice

365 Business Voice vs Enterprise Voice

When it comes to using Teams Voice features for business, there are two tiers of service available—365 Business Voice and Enterprise Voice.

Business Voice is designed for small- and medium-sized businesses. It can be added onto Microsoft 365 subscriptions that include Microsoft Teams. Qualified plans include Microsoft 365 Business Basic; Business Standard; Business Premium, E3, or A3; and Office 365 F3, E1, E3, A1, or A3.

Larger businesses that need more than 300 users will require Enterprise Voice.

When it comes to using Teams Voice features for business, there are two tiers of service available—365 Business Voice and Enterprise Voice.

Business Voice is designed for small- and medium-sized businesses. It can be added onto Microsoft 365 subscriptions that include Microsoft Teams. Qualified plans include Microsoft 365 Business Basic; Business Standard; Business Premium, E3, or A3; and Office 365 F3, E1, E3, A1, or A3.

Larger businesses that need more than 300 users will require Enterprise Voice.

When it comes to using Teams Voice features for business, there are two tiers of service available—365 Business Voice and Enterprise Voice.

Business Voice is designed for small- and medium-sized businesses. It can be added onto Microsoft 365 subscriptions that include Microsoft Teams. Qualified plans include Microsoft 365 Business Basic; Business Standard; Business Premium, E3, or A3; and Office 365 F3, E1, E3, A1, or A3.

Larger businesses that need more than 300 users will require Enterprise Voice.

When it comes to using Teams Voice features for business, there are two tiers of service available—365 Business Voice and Enterprise Voice.

Business Voice is designed for small- and medium-sized businesses. It can be added onto Microsoft 365 subscriptions that include Microsoft Teams. Qualified plans include Microsoft 365 Business Basic; Business Standard; Business Premium, E3, or A3; and Office 365 F3, E1, E3, A1, or A3.

Larger businesses that need more than 300 users will require Enterprise Voice.

365 Business VoiceEnterprise Voice
Cloud-based phone system designed for business users up to enterprise-levelCloud-based phone system suitable for all business users, including large enterprises
Licenses for up to 300 usersUnlimited user license
Ideal platform for business phonesIdeal platform for business phones
Provides the same licenses to every userAllows you to be more selective with which users have which licenses

Incorporating Teams in your unified communications platform

Incorporating Teams in your unified communications platform

Incorporating Teams in your unified communications platform

Incorporating Teams in your unified communications platform

Teams is no doubt a powerful communications tool for businesses. But for enterprises that need extra functionality such as contact centers, unified communications as a service (UCaaS) providers like 8x8 help to bridge the gap between the Teams app and the complex world of telecommunications.

Teams users can make and receive global calls from the Teams interface using the 8x8 Voice for Microsoft Teams app. 8x8 is a certified Microsoft partner and cloud contact center solution that enables global calling from Teams, with tolled and toll-free phone numbers in 120+ countries, unlimited calling plans in 47 countries, and full PSTN replacement in 48 countries.

The 8x8 Teams integration facilitates a seamless experience for calls, SMS, MMS, Fax, and online messaging. All these are made available from inside your employees’ familiar Teams collaboration environment.

There are many reasons to integrate Teams into your 8x8 unified communications platform:

  • Use Teams interface for collaboration
  • High-quality audio
  • Gain access to advanced features such as voicemail transcription that are unavailable through Teams alone
  • Dedicated Quality Assurance and training tools, such as call recording
  • No maintenance or updates required by IT

8x8 allows Teams users to make and receive global calls right from the native Teams dialer thanks to direct routing with 8x8. You also get all the advantages of 8x8’s unified communications features.

How to direct route PSTN calls with Microsoft Teams

How to direct route PSTN calls with Microsoft Teams

How to direct route PSTN calls with Microsoft Teams

How to direct route PSTN calls with Microsoft Teams

To connect Teams Phone to the PSTN, you can choose from the following options:

  • Calling Plan—a native cloud-based solution in which Microsoft acts as your PSTN carrier
  • Operator Connect—a PSTN solution for organizations whose existing carrier is a participant in the Microsoft Operator Connect program
  • Direct Routing—a service that enables you to use any PSTN carrier by connecting your Session Border Controller(s) (SBC) to Microsoft Phone System

Calling Plan

Calling Plan is the Teams solution for anyone who wants to get PSTN connectivity without having to install or maintain any additional equipment. Because it is cloud-based, only an internet connection with sufficient bandwidth is needed to connect via Calling Plan.

The Calling Plan option is available with different plans and prices to suit the requirements of different users. For example, you can configure your Teams Licenses so that only certain users have access to Calling Plan.

If your Microsoft package includes Teams with Calling Plan, 8x8 Voice can be synced with Teams so that users don’t have to navigate different interfaces.

Operator connect

If your current operator is a participant in the Microsoft Operator Connect Program, they can manage the SIP trunking process and help you connect Teams to the PSTN.

For a list of operators participating in the Microsoft Operator Connect Program see the Microsoft 365 Operator Connect directory.

Direct routing

Direct Routing is Microsoft’s solution for users who wish to use Microsoft Phone System to integrate Teams with the rest of their physical and digital telephony infrastructure. For example, integrating Teams with your on-premises or cloud-hosted private branch exchange (PBX) would require direct routing.

Direct routing lets you connect a supported Session Border Controller (SBC) to Microsoft Phone System. A SBC is the device that controls how a private network interacts with the broader telephone system. If you want to configure on-premises PSTN connectivity with the Microsoft Teams client, you would use a SBC to do so.

Direct routing with 8x8

8x8 Voice for Microsoft Teams is a cloud-based PBX-to-PBX integration for the Microsoft Phone System, which allows 8x8’s phone service to be seamlessly integrated with the Microsoft Teams environment.

8x8 Voice provides enterprise-grade telephony and global PSTN connectivity to customers who want to retain Microsoft Teams as their primary collaboration interface.

Setting up 8x8 Voice for Teams

Setting up 8x8 Voice for Teams

Setting up 8x8 Voice for Teams

Setting up 8x8 Voice for Teams

If your organization has the right Microsoft Teams and 8x8 licenses, then you can set up 8x8 Voice for Teams.

For Teams, that means having either 365 Business Voice, Enterprise Voice, or another Microsoft 365 license type with the Phone System add-on. On the 8x8 side, one X series License (X1-X8) must be assigned to each user of Microsoft Teams.

Setting up 8x8 Voice for Teams requires access to high-level admin functions of both Microsoft Teams and the 8x8 Admin Console. It should be carried out by an administrator responsible for communications software deployment at your organization.

There is a dedicated admin portal and setup wizard for 8x8 Voice for Teams that can help with initial setup.

Why use 8x8 with Microsoft Teams?

If your organization has the right Microsoft Teams and 8x8 licenses, then you can set up 8x8 Voice for Teams.

For Teams, that means having either 365 Business Voice, Enterprise Voice, or another Microsoft 365 license type with the Phone System add-on. On the 8x8 side, one X series License (X1-X8) must be assigned to each user of Microsoft Teams.

Setting up 8x8 Voice for Teams requires access to high-level admin functions of both Microsoft Teams and the 8x8 Admin Console. It should be carried out by an administrator responsible for communications software deployment at your organization.

There is a dedicated admin portal and setup wizard for 8x8 Voice for Teams that can help with initial setup.

Why use 8x8 with Microsoft Teams?

If your organization has the right Microsoft Teams and 8x8 licenses, then you can set up 8x8 Voice for Teams.

For Teams, that means having either 365 Business Voice, Enterprise Voice, or another Microsoft 365 license type with the Phone System add-on. On the 8x8 side, one X series License (X1-X8) must be assigned to each user of Microsoft Teams.

Setting up 8x8 Voice for Teams requires access to high-level admin functions of both Microsoft Teams and the 8x8 Admin Console. It should be carried out by an administrator responsible for communications software deployment at your organization.

There is a dedicated admin portal and setup wizard for 8x8 Voice for Teams that can help with initial setup.

Why use 8x8 with Microsoft Teams?

If your organization has the right Microsoft Teams and 8x8 licenses, then you can set up 8x8 Voice for Teams.

For Teams, that means having either 365 Business Voice, Enterprise Voice, or another Microsoft 365 license type with the Phone System add-on. On the 8x8 side, one X series License (X1-X8) must be assigned to each user of Microsoft Teams.

Setting up 8x8 Voice for Teams requires access to high-level admin functions of both Microsoft Teams and the 8x8 Admin Console. It should be carried out by an administrator responsible for communications software deployment at your organization.

There is a dedicated admin portal and setup wizard for 8x8 Voice for Teams that can help with initial setup.

Why use 8x8 with Microsoft Teams?

Solution Capabilities8x8Other Direct Routing Solutions
Unlimited global calling for Microsoft Teams
Microsoft Teams certified cloud contact center
Advanced telephony and contact center analytics for Microsoft Teams
Pre-built integrations for major CRM and Business Productivity Apps to support Microsoft Teams
Self-service access to 8x8 phone settings
Send and receive SMS, MMS, and faxes from Teams

Using Microsoft Teams in a contact center

While some businesses find that Teams alone meets all their communication needs, contact and call centers often require specialist services and features that only a Microsoft-certified provider like 8x8 can give them.

Microsoft Teams calling can be done from any internet-connected device with 8x8 Voice. That means many contact centers choose the 8x8 service because it lends itself well to the various setups in use in the industry. This includes the use of computers, desk phones, and headsets.

With 8x8, integrating Microsoft Teams into your contact center operations couldn’t be easier.

Some of the further advantages of using Teams and 8x8 in a contact center include:

  • Break down communication barriers between the contact center and the rest of the business
  • Accept incoming calls in Microsoft Teams
  • Ease staff training by using a tool many will already be familiar with
  • No change to the native Microsoft Teams user experience for desktop, mobile, and web apps
  • Expedite customer service by having all communication flow through Teams
  • A single communications vendor for contact center and telephony
  • Capture all the relevant call details and key metrics
  • Advanced analytics to monitor call data

Takeaways

Takeaways

Takeaways

Takeaways

Like Skype before it, Microsoft Teams has become one of the most indispensable communication solutions in the world of business today.

Teams apps are used by both large and small businesses for communication, yet most people know it mainly as a video conferencing solution made popular by the rise of remote working.

With 8x8, Teams can transform into a powerful multimedia communication platform. Contact sales today to find out how your business could benefit from an enhanced Teams experience.

Frequently asked questions

How do I make voice calls from Microsoft Teams?

To make voice calls between Teams users, you can use the Teams desktop, web, or mobile app. The best way to make calls to landline or VoIP numbers is by using the 8x8 Voice for Microsoft Teams service.

Can I make Teams calls from a mobile device?

Yes. With 8x8 Voice for Teams, any Teams browser, phone, or app endpoints can be used to make voice calls.

What is the best way to run analytics on voice data from Microsoft Teams?

The best way to capture and analyze your Teams voice data is by integrating it with a voice solution like 8x8 that has a suite of AI-powered analytics tools built in.

Is Microsoft Teams suitable for contact centers?

Teams alone doesn’t have the advanced features that modern contact centers require. Nevertheless, many contact centers opt to integrate Teams into their 8x8 contact center platform in order to take advantage of the familiar Teams collaboration environment.

How do I send SMS/MMS messages from Microsoft Teams?

The 8x8 Voice for Microsoft Teams app enables a seamless end-user experience when it comes to calling, SMS, MMS, and fax, and other converged communication capabilities. These are made easily accessible from inside the familiar Teams collaboration solution.