M365VM-Kai Stenberg - 5 ways to succeed on Teams Telephony.pptx
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My session from M365VM on how to fix Teams Telephony and make it a success.
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M365VM-Kai Stenberg - 5 ways to succeed on Teams Telephony.pptx
- 1. April, 26. – 28. 2021 MICROSOFT 365 VIRTUAL MARATHON 2021 m365virtualmarathon.com #M365VM 5 factors to Succeed with Teams Telephony Kai Stenberg Twitter: @kaistenberg @blinQ
- 2. MICROSOFT 365 VIRTUAL MARATHON 2021 SPONSORS
- 3. m365virtualmarathon.com #M365VM Kai Stenberg, Siggerud, Norway Twitter @kaistenberg LinkedIn: https://www.linkedin.com/in/kaistenberg/ Certifications, MS700, MCITPRO, MCP, KEMPVIP Expertise, Enterprice Voice , Telephony, SBC, Funfacts: Influencer, Podcaster, Trekkie and Star Wars Chief Consultant @blinQ About ME
- 4. m365virtualmarathon.com #M365VM AGENDA Why telephony in Teams? How, Planning, License, Cost Direct Routing or Calling Plan Switchboards and Superheroes Q&A
- 5. m365virtualmarathon.com #M365VM Why Telephony in Teams? • One SoftPhone • Re-use SIP phones in Teams • Call via WIFI • Use Teams for all your communication • Dial-out from your meetingrooms • Better sound than on your mobile • Work smarter • Replace your native PBX
- 6. m365virtualmarathon.com #M365VM 1. How to get Teams Telephony • You can use Direct Routing • If it’s there you can use Calling Plan • You might need an Session Boarder Controller (SBC) • Get Direct Routing from your Telco • Get Direct Routing from a Microsoft Partner • Operator Connect are on it way in a tenant near you
- 7. m365virtualmarathon.com #M365VM How to get Teams Telephony #2 • Transfer your Skype for Business to Teams • Teams Only mode for your Org wide settings • Do not Stay in Island mode • Connect your old PBX to an SBC that is certified
- 8. m365virtualmarathon.com #M365VM 2. Great plan – Get ROI – Happy Users • Ask the users if the feature is needed • Make a business case on the costs • Bring all costs to the table • Figure out difference between Direct Routing vs Calling Plan • What is suited for your company • Licenses what is needed? • Do I need to order phone numbers? • Fix the Math
- 9. m365virtualmarathon.com #M365VM 3. Your options • Direct Routing • Calling Plans
- 10. m365virtualmarathon.com #M365VM Phone System Contains • Auto attendants and call Queues • Cloud Voice mail • Calling Identity • Main part of Direct Routing • Needed also for Calling Plan
- 11. m365virtualmarathon.com #M365VM AutoAttendant and CallQueues • Do you need helpdesk queue for internal system • Do you have responce groups in Skype for Business • Opening hours • What to when closed • How shall the calling pattern be? Serial Longest idle Round Robin • License requirement • Persons or groups to answer calls • Text to speach or voice promts
- 12. m365virtualmarathon.com #M365VM Microsoft 365 Business Basic Microsoft 365 Business Standard Microsoft 365 Business Premium Microsoft 365 F1 Microsoft 365 F3 Office 365 F3 Microsoft and Office 365 Enterprise E1 or E3 M365 Business Voice AddOn License • Microsoft 365 and Office 365 Education A1 or A3 • Microsoft 365 and Office 365 Government G1 or G3 • Microsoft 365 Nonprofit Business Basic • Microsoft 365 Nonprofit Business Standard • Microsoft 365 and Office 365 Nonprofit E1 or E3
- 13. m365virtualmarathon.com #M365VM Calling Plan in a nutshell • 8 new locations for Calling Plan • Microsoft will be your telco • Numbers – DID must be transfered to Microsoft • You need to by Phone system licence • Domestic Calling plan • Domestic and International Calling Plan?
- 14. m365virtualmarathon.com #M365VM M365 Enterprise License agreement: E5 all included no need for addon E1/E3 you need Phone System Optional E1/E3 AudioConferencing you want user to call inn to meetings Meetingroom, all included No Addons M365 Business Voice without calling plan License for Direct Routing
- 15. m365virtualmarathon.com #M365VM Cloud Voice Mail (Exchange UM) • This is the new Exchange UM • You can turn it of for the user via powershell -HostedVoiceMail $false for the SET-Csuser • Never used Exchange UM, then turn this off with Powershell • Can be practical for AutoAttendant and Call Queues out side of opening hours • Set-CsUser -Identity "sip:user1|@contoso.com" - EnterpriseVoiceEnabled $true -HostedVoiceMail $false -OnPremLineURI tel:+1806555444
- 16. m365virtualmarathon.com #M365VM 4.A Local Telco • Local, ask your telco • Use Microsoft Calling Plan • Ask Microsoft about the best partner in your area
- 17. m365virtualmarathon.com #M365VM Are you several countries? Can SBCaaS be delivered Do you have knowledge about SBC Have SBC in Azure Calling Plan or Direct Routing Price does matters SIPtrunk via Internet 4.B Global Telco
- 18. m365virtualmarathon.com #M365VM Contact Center or Attendant (Switchboard) • Teams has Callqueues and AutoAttendant as mentioned • Can be used for real small solutions • Teams Graph API now gives ISV possible to use outbound calling • Teams client or NOT • Support for Direct Routing and Calling Plan? • Do users in org need Teams or Phone system? • Tendfor • Competella • Luware • Anywhere365 • Landis Techonologies
- 19. m365virtualmarathon.com #M365VM Headset look for the Certified for Teams • Look for the Certified for Microsoft Teams • Mono/Stereo • Wire,bluethoot or DECT • On ear or in ear • ACN = Active Noice Cancelations? • Let the users choose between some models • Great headset who are certifed last long and users are happy
- 20. m365virtualmarathon.com #M365VM Superheroes are important Nominate the one you need Get the superheroes to speak about the new things happening Use IntraNet to marked Run Countdowns 5. Get superheros
- 21. m365virtualmarathon.com #M365VM Wrap up! • Superhero are here to help you • ROI and a good project plan is important. Go cloud
- 22. m365virtualmarathon.com #M365VM SPEAKER AND EVENT FEEDBACK http://bit.ly/M365VM21Feedback
- 23. April, 26. – 28. 2021 MICROSOFT 365 VIRTUAL MARATHON 2021 m365virtualmarathon.com #M365VM Q&A
Notes de l'éditeur
- Hi and welcome to this presentation. This is five factors to succeed with Teams Telephony.
- Thanks to our sponsors VisualSP, Brainstorm, TeamsHub, Digital Expo hall, Joel365, ButterFøly Technologies, Emperor Media Group and Smarter Consulting
- My name is Kai Stenberg. I’m located i Norway, in a small town outside of Oslo named Siggerud. The last 5 years I have been working for a company named blinQ, where I also is a shareholder. I have 2 kids and for the last 3 years I have been working on with Teams Telephony. This is often based on Direct Routing and a solution that is telco independent. I have done all the certifications that is now on Microsoft Teams, and also added on with the assessements. For the last 11 years I have worked with, OCS, Lync and Skype for Business and migrations project to Microsoft platforms. I have been working in the tech industri for about 25 years, and with telco solutions for almost 20 years. So welcome. This the agenda for the presentations
- We done the welcome part, and why should you use telephony in Teams. It’s important that we discuss this part and also the how to get it. There are serveral options that you need know about. When it comes to planning, there are lot’s of things we need to be ready for. What about old Faxes, sip phones and so on. What is the cost and what is needed. Can Calling Plan for Microsoft be the path for you or Direct Routing? Do you thinking a global solutions or just a local one? Well here I will come with some nice informations. What about contact center or switchboard. Microsoft or thirdparty solutions? And the most important part. Get superheroes. They will make this tranformations go real smooth. Finaly we have an Q & A if there are some questions.
- Why telephony in Teams? This is a big question. One reason is tthat if you are using Teams for Meeting and interactionplatform, well then it would be natural to have voice or telephony into this one. Teams will then be your softphone client. With Teams telephony you will also get «voicemail» for those who as used to have this. If you are on old sip phones Microsoft has two solutions. One called 3PIP where you have some skype phones that can be reused to work with Teams, but there is some feature set that is not there. Like calendar who you have on a Teams phone. There also one other thing and that is there is no Teams client there. Users who has 3PiP enabled must be in Team only mode to get telephony working. The oder way is that Microsoft has created a sip-gateway for old sip phones. This meens that Microsoft now can be you sip registrar for those. But there also possible to use your SBC as a SIPRegistrar. When using Teams telephony you can use your network cable or wifi to make the call. When calling from Teams it makes use of the correct codec so that the sound is way much better than it is on your mobile device. If your meetingroom has the meeting room license you will get the possibility to make phone calls direct from your device using the phonesystem working with Direct Routing or the calling Plan program. One other reason to use Teams Telephony is that you work smarter. One application to most of your needs. With an SBC and connected to Direct Routing, well you can replace your native PBX. Of if you need your PBX you can add the SBC to work with your PBX. The flexibility of the SBC is important. One other thing here is that you need to get Direct Routing to work, well the use a certified SBC. Microsoft has a list and new vendors get certified all time. So check out https://docs.microsoft.com/en-us/microsoftteams/direct-routing-border-controllers for the latest information.
- 1. How to get Telephony in Teams? As menition on the slide before, you can either use Direct Routing or Calling Plan to get Telephony in Teams. If you choose the direct Routing path well you need an Session Boarder Controller (SBC). You can also speak to your local telco to see if they can deliver it this. In the Nordichs where most of my clients are the telco does deliver this. But check also out the cost over time. I have seen lot’s of telco that price their service per user per month instead of price it like number of sessions or channels on the trunk. When figure out the capacity on trunk, well Erlang C is great to know. Or if you are company with 100-150 employees, divide by 4 and you get a good number. If the customer are large, well then divide by 10 or even more to figure out this number. Be aware if the customer service runs on the same, you might need more channels on the trunk so that customers can be in Queue. All this is important to look into to make the cost for a project of this most usefull. If Microsoft is your Telco, by using Calling Plan figure out if you need Domenstic Calling Plan or Domestic plus International Calling Plan per user. This is license you get from Microsoft. There are also price difference here between these two plans. During the Ignite Part 1 2021 Microsoft lauched Operator Connect, witch will make it more simple to connect you telco if it on the list. You just register in Teams Admin Console. If you are still on Skype for Business on Premise with Enterprise Voice, well it’s time to start. Get your Hybrid and begin the process. And please talk to a partner who knows how to migrate you to Teams from either Lync 2010, Lync 2013, Skype for Business server 2015 or Skype for Business server 2019.
- And ofcourse how to clean up all stuff in Active Directory and run a by the book decomission. When moving to Teams, please don’t Stay in Island mode. Users get confused. Using Teams internal and skype for external and phonecalls. You will not be able to use Teams in ISLAND mode to make phone calls when you are in skype for business also . Island mode is just for testing before Go-live. When all users has been migrated from Skype for business, then switch org wide settings to Teams Only. As mentioned you can connect your PBX to the certified SBC. It does not matter if the SBC is running as a WM, Applicance or running in Azure. SBC’s can speak to the PBX as long it has an interfrace to connect to.
- 2. Great plan – GET ROI – Happy Users Start to talk to the users. What features do they need? Does the users use FAX? Can fax be fixed? Online fax services? Headset, and enduser equipment. Build a plan over all the cost’s that is trigged. This to get all the cost on the table. I have seen companies that has not done that and they overspend 10000 USD per year. So a good business plan is need. Figure out the difference between Direct Routing vs Calling Plan. You can get lot’s of information from your partner, or from Microsoft websides. But I do also have a Session later today where I talk about the facts there. Do you have branchoffices in different countries. What can be delivered in these contries. There are lot’s of large PhoneCompanies that does not deliver SIP-trunks or more spesific sip-trunk over internet. So this needs to checked out. And the boring part is licenses. More about that a bit later. Check out if you need to order more phonenumers from your telco. And finaly to make financial services in your company happy land on budget or less than budged.
- The next part is your options. Shall i choose Direct Routing or should I use Calling Plans. Well this a tricky question. If you choose to keep your legacy pbx, or order a sip trunk for an Session Boarder Controller (SBC) well then Direct Routing is your path. When you have direct routing you will need to have a telco agreement for the users. You will also need phone system license. Want it simple, well if Calling Plan is in your country, well this can be an options for you. Here you need have phone system license and even deside if you want to use Domestic or Domestic – International Calling Plans
- As mentioned on the other slide you need to have Phone system license. Are you on M365 E1 or M365 E3 then you need this addon license per user who shall use Telephony from Teams. If you are M365 Business Standard, M365 Business Premium or simular. Well for Direct Routing you need to get the addon M365 Business Voice Without Calling Plan.
- When enabling Phone System you also enable content like AutoAttendant and CallQueue. This is what we called Responce group in Lync and Skype for Business. This can be used as easy helpdesk for internal support or a plain switchboard. The AutoAttendant is the one that handle opening hours, voice prompt and more. CallQueue is for handle the queue and how calls are routed to agents. Shall you route calls based on: Serial Longest Idle Round Robin To connect phonenumber to a AutoAttendant you need a Resource User who has the free license named M365 Virtual Phone User. It’s very important to know that you will not be able to get M365 Virtual Phone user license unless you have Phone system license. Are there people or groups who shall answer calls? All need to have been enable for Enterprise Voice. If not well in this they can’t answer the calls. Voice promts can be wav files or you can use text to speach in many languages.
- If your organisation is less then 300 seats, well then you can use some of the one mentioned on this slide and use the addon M365 Business Voice. Business Voice is available in over 70 countries and regions. Whether you can set up Business Voice on your own, transfer phone numbers to Microsoft 365, and manage your phone numbers in Microsoft 365, depends on the country or region in which your Microsoft 365 tenant is located. When you buy business voice, you get the following features and more: Phone System Domestic Calling Audio Conferencing
- When we look into the Direct Routing License we have also here several options. M365 Enterprise: E5 you have Phone system included E1/E3 you need to get Phone system addon If you want users who don’t have Teams client or web client, they can call into meetings if you have AudioConferencing. With MeetingRoom license all you need is there. M365 Business Voice without Calling Plan for org’s who has M365 as mentioned.
- Cloud Voice Mail has replaced the Exchange UM. There is a powershell commandlet if you need to turn it on or off. It’s either $False or $True for the user. If you don’t need this feature, well turn it off. You can for AutoAttendant and Call Queues use voicemail when someone calls you out side of the opening hours.
- Local Telco, does your local telco support direct routing. If not, well then use Microsoft Calling Plan. Take a call to Microsoft and ask if there is some partners in your local area who have the skill for this. I see often that where Telco’s can deliver siptrunks they just send you a paper with the config. And often if you comes from legacy pbx or Lync/Skype environment, they ask you to contact a partner who knows this stuff. Why then pay for the service from a Telco. There are partners out there who has the Lync/Skype/PBX knowledge and they often can deliver Direct Routing for less price and with more addons then the telco. My advise, speak to Microsoft in your area for the best partner.
- When talking about global telco, we there are telco’s who are not just domestic, or has siptrunks where they can deliver phonenumbers in many countries. Some of them can be: Orange Global Connect Telnyx Voxbone For a global solutions you might build an SBC in Azure. But before you go this road. Do you have knowledge to do this, if not check if there someone who has this kind of services and has done this before. Are you just going the Calling Plan, read all the terms for it. Price does matters When going Azure way with Direct Routing, well siptrunk MUST be delivered via Internet. And your telco need to support that.
- One very wrong thinking out there is that there are no Contact Center solutions for Teams. That is so wrong. There are not many solutions out there. But please go for a solution that use the Graph API. This is that they will have great features developed. And when going to this, some of them are hosted in Azure and also multi-tennant. If you have a combo of Direct Routing and Calling Plan, check out that they support it. Transfer from switchboard to mobile or pstn-number, can you do that.
- When users needs headset, well look for the Certified for Microsoft Teams. Thats gives the users the best experience. Happy here gives happy workers. My advice here is that, gives the users some options on what headset they can get.
- My final point is Get superheroes. They will speak about it, and help the organsations when we goes live. Let the superheroes be a part of the beta so that they can speak out and tell about it. If you have Yammer, Facebook @work or a Intranet, inform here on what’s comming. Run countdowns before you shall go live.
- My five keys to succeed with Teams Telephony are: Planning Find Cost and Return of Investment Go Cloud Listen to the users and what feature they need Superheroes These five I do think will make it easier for you to deliver a great project and product to the company. Well that’s about it for this session.
- Please use this feedback so let’s start with the Q&A