How to set up and configure Microsoft Teams Direct Routing

Quick Read

Microsoft Teams Direct Routing is a powerful feature that allows businesses to make and receive calls directly through the Microsoft Teams platform, eliminating the need for separate phone systems. Here is a guide on how to set up and configure Direct Routing for your organization:

1. Prerequisites: To use Direct Routing, you will need to have a Microsoft Teams license and a compatible on-premises Session Border Controller (SBC) or a cloud-based SBC from a certified partner.
2. Configure your SBC: Configure your SBC to connect to the Microsoft Teams service. This will include setting up a SIP trunk and configuring routing rules. You can find detailed instructions on how to do this in the Microsoft Teams documentation.
3. Create a new PSTN usage: In the Microsoft Teams admin center, create a new PSTN usage. This will allow you to assign phone numbers to users and configure call routing rules.
4. Assign phone numbers: In the Microsoft Teams admin center, assign phone numbers to users. This will allow them to make and receive calls through the Direct Routing feature.
5. Configure call routing rules: In the Microsoft Teams admin center, configure call routing rules. This will ensure that calls are directed to the right person or department, even when a team member is unavailable.
6. Test your connection: Once you have completed the setup, it's essential to test your connection to ensure that everything is working properly. You can use the Microsoft Teams admin center to run a connectivity test and troubleshoot any issues that may arise.
7. Assign roles: Assign roles to your team members according to their responsibilities, it could be a call center agent, supervisor, or administrator.
8. Monitor call quality: Direct Routing allows you to monitor call quality, including metrics such as packet loss and jitter. You can use the Microsoft Teams admin center to view call quality metrics and troubleshoot any issues that may arise.
9. Keep the software updated: Microsoft regularly releases updates to Teams, and it's essential to keep your software up-to-date to ensure the best call quality.

By following these steps, you can set up and configure Microsoft Teams Direct Routing for your organization. It's a powerful feature that can help your team work more efficiently and effectively.