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Teams Direct Routing with Anywhere365 (Cloud V3)

Announcement: See the new Direct Routing SBC Articles on SBC Technical Setup Guide

Anywhere365 Dialogue Cloud customers that use Teams Direct Routing have a direct route that connects their Session Border Controller (SBC) with Microsoft Phone System.

The Anywhere365 Dialogue Cloud Contact Center enables users to make and receive calls within Microsoft Teams while providing the features of Anywhere365 such as: call recording, real-time translation, Interactive Voice Response Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent., reporting feature, the use of wallboards and many more. When the UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. receives an inbound call, the session will be connected to an Agent that is available on Teams.

Best practice for unwanted scenarios resulting from call forward settings

There are some features that work differently (compared to our Skype for Business offering) because of Teams related settings. Because Teams Users can configure "call answering rules" for incoming calls to go straight to voicemail or a phone number, this can result in unwanted scenarios for Anywhere365 call flows.

It is possible to overrule/ignore the call forwarding settings configured by a Teams user. So, if an Agent has configured a call forward (e.g. to voicemail or any phone number) and does not accept the call within the configured timeout or declines an incoming call from the UCC, the customer will not be forwarded to the call forward destination configured by the Agent, instead the call is offered to the next available Agent.

Best practice: set the value for the Setting “DisableCallForwarding” to “All” so that the call forwarding settings for Contact Center Agents are not respected.