My session about how Teams Voice has developt since 2017 and what do I see in the future

1. MVP Kai Stenberg
Teams Telephony Past, Now & Future

2. Agenda
• BIO
• 2017 Teams Voice the beginning
• 2018 we got SBC in the cloud
• 2019 we got Attendant
• 2020 we got pandemetic, lockdown, The world want Teams!
• 2021 part open
• 2022 we are back at Office and travel again
• 2023 the future looks bright, wear Shades 
• Teams phone mobile
• Cost what to use when?

3. BIO
Kai Stenberg
Microsoft MVP M365 | TEAMS
blinQ AS
Twitter: @kaistenberg
LinkedIN: /kaistenberg
Blog: international.ucworld.today
Blog: teams.ucworld.today
Podcast: teamscastaway.buzzsprout.com/
Slideshare: https://www.slideshare.net/KaiStenberg/

4. Ignite 2017 Orlando…..Telephony in Teams
• At the Keynote they showed Telephony in Teams live for the first
time.
• Finaly it was here
Photo from MSB365

5. 2018 Started
• No SBC for direct routing in Azure
• First SBC I did was in AWS
• It moved to a lab and then as VM in Azure
• Summer moved on ……..
• Norway launched @MicrosoftNorway independent Teams
Telephony
• First customer live in Oktober 2018
• First powershell scripts to enable new customers
5

6. 2019 we got attendants
• First Certified Attendant
• First customer in world to og LIVE with attendant Using Graph API
• No options to transfer calls to public phonenumbers in Graph
• We got SBC’s in Azure Markedplace
6

7. 2020 we got lockdown
• Lot’s of new customers start using Teams
• International SBC’s started to roll out in Azure.
• Webinars got big
• Conventions to be hosted on Teams
• More and more features in Teams and in Voice
7

8. 2021 Still Lockdown, part open
• Operator Connect
• More Countries got Calling Plans from Microsoft
• Pay As You GO! For Calling Plans
• Azure Communiation Services in preview (still are )
8

9. 2022 we are back and open again
• Many new features
• Teams Phone Mobile, move mobile number into Teams
• Dyn365 Sales Teams integration Preview (Direct Routing, Calling
Plans, Operator Connect, Teams Phone Mobile)
• Microsoft Digital Contact Center with AI (Microsoft bougth
Nuance)
• Azure Communication Service (Microsoft Number or Direct
Routing)
• Create SBC’s via Terraform/CAF (Cloud Adoption Framwork for
Azure) or as we call it «SBC as a code» 
9

10. 2023 –the future’s so bright that I got to wear Shades
• In the telco services for Teams, we now have:
• Direct Routing, this can be delivered in 200+ countries
• Operator Connect 39 operators and in 156 countries
• Teams Phone Mobile (4 operators in GA)
• Calling Plans from Microsoft in 35 countries
• Calling Plans Pay-as-You-GO
• Attendant’s
• 100% Graph API Teams Solutions
• Reports can be exported to PowerBI and SQL server via Azure Stream
• Wallboards connect to SQL server
• Teams clients
• Integrations with Dynamics
• POP of customer contact card based on phonenumber
• White lists, callers can be validated if they are customers
• Advanced IVR
• Recording for bank and finance
10

11. Teams Phone Mobile aka Operator Connect Mobile
• Operator Connect Mobile was launched Mars 2022. Preview
• This meens that you will bring your mobile number into Teams
• Using mobile number to call do not need a DR/OC number
• Mobile admin in TAC
• Launched at Ignite 2022 in GA! Rebranded Microsoft Teams Phone Mobile
11

12. Teams Phone Mobile a part of operator connect
12

13. Direct Routing
Teams Phone Standard
Included in E5(Teams phone
standard)
Partner and telco driven
Included in E5(Teams phone
standard)
Admin from TAC and Powershell.
Use numbers for what you want
MOST Cost Effective
Operator Connect
Teams Phone Standard
Included in E5(Teams phone
standard)
44 operators +140 Countries
Admin from TAC
Service numbers has to be
admin from Telco provider
Some feature like ACS are not
supported yet
Pay as you GO
Teams Phone Standard
Included in E5(Teams
phone standard)
Admin from TAC
Pay for your use
Microsoft as your Telco
Provider
Quite Expensive
Calling Plans
Teams Phone Standard
Included in E5(Teams phone
standard)
Still growing
Admin from TAC
Microsoft as your telco privder
If you do not use all voice
minutes, the be reset at the
end of the month
Quite Expensive
All the telco services
13

14. Operator Connect - World Map
14

15. Teams Phone Mobile – World Map
15

16. Direct Routing – World Map
16

17. Calling Plans – World Map
17

18. Customer path
18
Picture from m365community blog by Gengaiyan Mani

19. Some new feature are here and more comes
• URL pop from Teams Client (GA November 2022)
• Cameo in PowerPoint Live be a part of your presentation
(Already here)
• Music on hold on transfer
• Schedule send Chat
• Teams Calendar Now Includes Scheduling Form Pop-Outs
• More feature for Attendants from third party
• Azure AD SCIM integrations for Contact Center/Attendant
19

20. Integrations and Third Party
• Dyn365 Sales with Teams and Teams Telephony
• Dyn365 Customer Service with Voice
• Third party Attendant
20

21. Dyn365 Sale and Teams integrations
21

22. Dyn365 Customer Service Omnichannel Voice
22

23. Third party Attendant can look like this
23

24. My conclution
• Teams voice are here to stay
• Direct routing in a way, either from Telco (operator Connect,
Direct Routing) or partner based will be here
• Azure working together with all the other way to have Voice in to
Teams will develop
• Contact Center for Teams will develop, both from Microsoft and
3th party vendors
• Integrations are the new «VINE»
• If you like create integrations then learn and master it, you will
have work for the rest of your IT life 
• Teams Phone Mobile are interesting in many markeds
24

25. THANK
YOU