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2. Introduction to Phone System

3. Changelog Revision November 2018 Initial version

4. About this module Additional resources More modules can be found at https://aka.ms/TeamsAcademy Feedback Feedback for this session: http://aka.ms/teamscommunity adding the “IT Pro Training” label Feedback for features: https://microsoftteams.uservoice.com/ Teams and Office 365 evolves constantly! Stay up-to-date with https://aka.ms/Teamsblog November 2018 version of this presentation

5. Key learnings Phone System provides telephony features Users on Teams can be enabled for Phone System Will provide users with rich set of telephony features Will provide administrators with management tools and reports Multiple options for PSTN connectivity Calling Plans offer telephony service from Microsoft Direct Routing allows using existing PSTN infrastructure Calling Plans and Direct Routing can be combined

6. Agenda What is Phone System Endpoints and Clients Phone System features Connectivity to PSTN Summary and resources

7. What is Phone System?

8. Anatomy of a traditional PBX deployment PBX is a phone system PBX provides voice features to its users Connects (switches) calls between users Sends/receives calls to/from the PSTN End points and clients End points and clients consume the PBX features Trunk Connects the PBX to the PSTN network Connectivity PBX End points PSTN Trunk

9. Taking the voice to the cloud Endpoints and clients All Teams clients – Windows, Mac, Web (currently Edge only), iOS, Android, IP Phones Will be able to leverage PBX features in addition to other Teams features Phone System provides PBX features For all users on Teams with appropriate license “Trunks” Calling Plan Direct Routing

10. Office 365 Service Level Agreement Financially accountable For availability and quality Skype for Business covered in Office 365 SLA Included with every Office 365 subscription Availability of IM and Meetings Availability of PSTN Calling and Conferencing Ensuring ever call has great quality Requirement for Quality SLA: use certified IP phone with wired Ethernet connection Media issues need to be due to Microsoft networks Monthly uptime % Service credit < 99.9% 25% 99% 50% <95% 100%

11. Endpoints and clients

12. Anatomy of a traditional PBX deployment PBX is a phone system PBX provides voice features to its users Connects (switches) calls between users Sends/receives calls to/from the PSTN End points and clients End points and clients consume the PBX features Trunk Connects the PBX to the PSTN network Connectivity PBX End points PSTN Trunk

13. Clients Rich Clients PC, Mac & Web Mobile Clients iOS, Android IP Phones Audiocodes , Yealink https://aka.ms/teams-phones

14. Phone System features

15. Anatomy of a traditional PBX deployment PBX is a phone system PBX provides voice features to its users Connects (switches) calls between users Sends/receives calls to/from the PSTN End points and clients End points and clients consume the PBX features Trunk Connects the PBX to the PSTN network Connectivity PBX End points PSTN Trunk

16. Menu in client for calling functionality Dial pad to dial phone numbers Your phone number displayed here Contacts, History and Voicemail Manage call forward settings Access your contacts Teams as your phone

17. Basic calling features Place, receive and hold calls Initiate by name or number Call answer Call hold / retrieve DID numbers Direct Inward Dialing phone numbers Device switching Change active device Distinctive ringing Different ring tones based on call type

18. More basic calling features Federated calling Call other companies on Teams Call history User facing call history Call Detail Records – administrator reports: who, when, how long Escalate call* Add participants to 1:1 calls *feature currently in validation

19. Advanced call routing Do-not-disturb Will forward all calls to Voice Mail Except for people with “priority access” Delegation Also known as boss/admin or call-on-behalf Have one or more delegates to answer your calls Start simultaneously ring immediately or delayed Delegates can also place calls on your behalf Call forwarding Forward calls Simultaneously ring

20. Additional telephony features Transfer calls Blind, consult and mobile transfers Caller ID Reverse Number Lookup will show you contact information if available* Otherwise phone number will be shown Call history Have all incoming and outgoing calls documented in Teams *feature currently in validation

21. Voicemail Voice Mail for all Phone System users Delivers Voice Mails to Exchange mailbox Transcript created for voicemail (can be disabled) including optional profanity masking Voice mails can be played from Outlook or Teams Exchange for deposit, compliance & archiving Only users with Exchange Online mailbox will see voicemail in Teams client For Exchange on-premises Exchange Server 2013 CU12 or higher required

22. Call Queues and Auto Attendants Enable companies to automatically route calls To specific Departments, Teams, or people in a company Attendant & Serial Distribution Setting Time Availability Music on hold Custom Messaging

23. Service numbers Required for certain Phone System services Auto Attendant, Call Queues, Audio Conferencing Higher concurrency Service numbers allow 100s of calls simultaneously Bring you own number You can either get a Service Number from Microsoft or port your own number Toll and Toll-Free Service numbers can either be toll or toll-free numbers Toll-free numbers will leverage Communication Credit

24. Administration Graphical user interface Features and services can be enabled and configured in administration portal Great to configure individual to small groups of users or change global settings PowerShell Full PowerShell access to script user enablement and configurations Great to enable or configure large number of users Great to automate tasks such as user provisioning

25. Reporting Rich reporting Reporting on usage and quality Usage statistics – is the service used? Usage reports per workload Usage reports for PSTN calling Call Quality – is the quality good? Call Quality Dashboard Accumulated quality data Per network segment, audio device etc. Call Analytics for individual calls Call Detail Records Who called whom when and how long

26. PSTN usage report example

27. Call Quality Dashboard example

28. Call Analytics example

29. Connecting to the PSTN

30. Anatomy of a traditional PBX deployment PBX is a phone system PBX provides voice features to its users Connects (switches) calls between users Sends/receives calls to/from the PSTN End points and clients End points and clients consume the PBX features Trunk Connects the PBX to the PSTN network Connectivity PBX End points PSTN Trunk

31. Connecting Phone System to the PSTN Calling Plans First party offer from Microsoft available in specific countries as regulated utility Third party calling plan in Australia with Telstra Completely cloud-based with no required infrastructure on-premises Tightly integrated with Office 365 and Phone System New phone numbers from Microsoft or port existing numbers Calling plan availability: https://aka.ms/calling-plan-availability Direct Routing Connecting Office 365 with the customer infrastructure No need to port phone numbers Session Border Controller (SBC) on-premises integrates with existing PSTN connectivity SBC can also be partner hosted

32. Calling Plans PSTN connectivity provided directly by Microsoft (Exception: Telstra provides Calling Plan in Australia) Single contract for all features including PSTN calling No on-premises equipment required No SBC for connectivity required Meets legal requirements As necessary to participate in country/region Domestic and international calling plans Different options for calling plans to meet your users’ needs

33. Direct Routing Directly Route dial tone to Teams Users Direct Routing allows customers to connect their phone trunks directly to Office 365. Customers can work with their local Telecommunications providers to enable Microsoft Teams users to make and receive telephone calls. PSTN Provider Phone System Voice Trunk Internet 3 rd Party Voice Apps (supported by certified SBC Partners) Phone # Ranges Certified Session Border Controller(s) Interoperability with 3rd party systems Direct Routing allows customers with users in the Microsoft cloud to continue using 3 rd party systems such as PBXs, Call Center, and Analog Telephony Adaptors (ATA) helping preserve key investments. Office 365 & Teams

34. Networking considerations Three network segments Enterprise Network: On-Premises and cross facilities WAN; Customer managed Interconnect: Internet, Express Route; Customer selected Office 365 Network: Microsoft managed global, low latency network optimized for Teams On-Premises network and devices Interconnect Network Office 365 Network

35. Summary

36. Planning considerations User locations Calling Plans available in selected markets https://aka.ms/calling-plan-availability Existing PSTN connectivity Direct Routing allows to use existing PSTN infrastructure Allows using legacy PBX and/or existing telephony contract On premises component vs. cloud only Are you able/willing to host and manage an SBC on premises Mix and match Some users can leverage Calling Plans while others use Direct Routing Users can combine Calling Plans and Direct Routing