Administering Microsoft Teams Voice.

hi there welcome back to the channel this time it's the turn of microsoft teams voice how does it work what can it do and is it worth the money let's take a [Music] look hi everyone andy malone mvp and microsoft certified trainer this time around it's the turn of microsoft teams voice that's microsoft 365 to you and me one of their e5 subscriptions um includes the capability to make phone calls and receive voicemail and use regular telephone anything okay that sounds pretty good and what's the catch well the catch is it's quite expensive and another point is do we actually need it especially now in the time of covert so and another thing as well in terms of licensing not only you do you need a license per user which is an e5 but you also need uh other things as well so for example if you want teams rooms uh in your uh workplace then teams rooms requires a license if you want to make calling available again you need a license so you can either have a calling plan which is domestic or a calling plan which is domestic and international you see what i mean there's a few things to add on there so it's not so simple um andy i'm often asked is there a cheaper way to get voice do i need to go all the way to an e5 sku and the answer is yes there is you can actually do it through an e3 so um which is a lot cheaper by the way now in most cases however even if you're a small business and you're using let's say 365 business premium you will get all the advantages of microsoft teams and the capability to do for example live meetings and events and so on um where the e5 comes in is really the scalability of it so not only can you scale up to let's say 10 000 users but if you purchase a microsoft 365 live events license or an m365 events license you can actually scale it up to 20 000 users and if you need it you can go up even further to a hundred thousand so if you're looking to broadcast out to a lot of people then this could be a great solution for you so the voice component is something though that's kind of been a bit mysterious for folks so i thought this time around we'll take a look at it and just discover how it works so you ready for a demo let's take a look so i'm going to quickly kick off talking about the licensing so i'm coming in here to microsoft 365 for business and you'll see that you've got a couple of things first of all business standard and business premium and business premium gives you a lot of features from microsoft teams as well as communication so you get an awful lot of add-ons here and you also at the moment um you can purchase for example a dial-in number so that means that if you're traveling you could and you've got to attend a meeting you get these dial-in numbers at the moment microsoft are actually doing these for free as a special offer normally it's an add-on so that's definitely a win-win and the one thing that's missing here though as you can see is you don't get team's voice now you can have up to 300 users using microsoft teams and just to remind you and i've said this before that includes guest users so guest users um essentially if you per license you get five guests users per license now the one thing that this doesn't include is it doesn't include teams voice so what we do is we flip over into the enterprise sku so if i just pop into the enterprise and have a look at plans and pricing here you can see that typically there are two main plans so you get the e3 and you get the e5 and you can see the difference between the pricing is quite high but you with an e5 not only do you get the voice and the capabilities you see meetings and voice and this is the only one that gives you teams voice by the way but you also get an awful lot of add-ons so you can actually make audio calls and also it gives you the capabilities to connect a phone system as well and this is a obviously a virtual phone system that's managed by microsoft for you now the one thing that you also get you get in terms of storage you get tons of storage work management analytics and so on now in terms of live meetings the the scalability for the enterprise plans are enormous so you're not limited to those 300 users it potentially is unlimited again for guests you still get that five to one ratio so this is the one that only gives you the phone system okay so knowing that what i want to do now then is come over here into microsoft 365. and i'm going to come down and open up microsoft teams so here in microsoft teams and if you've not seen my other teams videos then go ahead and check them out and i'll put a link below here but they're in the my list of videos there what i want to do is i want to come here into the voice settings today and i specifically want to have a look at these voice settings so in terms of um phone numbers um the first thing that you're going to want to do is you're going to want to purchase phone numbers now microsoft give you um with your license they'll give you a whole batch of phone numbers so typically these can either come in in one of two ways first of all you need to set up your country and region so for example i'm in the uk and it will say okay what kind of number are you looking to purchase so is it going to be a subscriber number a tall number that pay payable you can have toll free and these are called service numbers so an auto attendant and let's say a menu system you would set up typically a service or a resource account for these um microsoft also give you access to what we call a conferencing bridge and this is where you can get the dial in numbers which are really nice actually so you can choose um what you want there so for example i'll say yep i want to go and purchase subscriber numbers you then need to go through a series of processes choosing your cities you need to put in your address for the location and it will tell you okay with your subscription you've got a hundred let's say 100 phone numbers click on next and you can then go through the purchasing process the other way to get phone numbers is to port them in so porting them in let's say for example you've already got a phone system so whether it's cisco whether it's skype for business or something like that typically this is a csv file a spreadsheet in layman's terms and essentially you just have a list of phone numbers and it just uh sucks them in once you get the list of phone numbers here you can then select the phone number and then assign it to a user or a service so that when the user typically goes in here if i go into users you will see i've got a selection of users here so here's alex and i've got his voice details here and you can specify um what alex's dial out settings are now as i mentioned in the introduction you can choose a calling plan so is it in the same country or region aka a domestic calling plan or is it any destination which essentially is an international calling plan but you need to purchase the credits for the calling plan all right um in terms of this is interesting as well so if alex is part of a sales group one thing that you can do is you can create a call a group pickup so for example i can type in adele here and i'm going to bring in adele so i'll bring her in there we go and i'm going to bring in bianca okay i'm going to add bianca in and i'm also going to add in uh cameron okay so you just need to type in by the way the first three letters and it will go off and it will search them for you okay so let's say that um alan is part of a team um you can then see i can pick up this group call pickup particularly useful in a call center or something like that and you can specify in which order so adele bianca are their phones going to ring are they going to be on mute or is a banner going to appear on the screen and you can move these up and down you can see you can move them up move them down and so on um in terms of the call delay um do you want to give alan a chance 20 seconds to pick up the call and before it will ring the other people his colleagues and in what order should the incoming call be sent to the group simultaneous ringing for all the members or you can do it in order of table rows so in this case it'll go to adele then bianca and then cameron in terms of call delegation this is another nice feature so again the last thing that you want in a call center and i'm sure we've all had this experience is that when you call that call center nobody picks up the phone so in this case you can specify uh somebody else in the list so again i'm going to say i want uh adele to actually pick up the call so if nobody answers it then send it to adele the other thing that you could also do is you could send that back to reception or something like that okay so you can see i have now set up the voice options his outbound calling and also his group pickup all right so there we go well done so as i said you can either purchase the phone numbers or you can port those phone numbers in one of the most important in fact one of the first things that you need to do is you need to perhaps have an emergency policy so when you um first purchase teams one of the first things it will do is it will ask you to input an emergency address so this is in case you know somebody in your office dials 9112 in europe or 999 in the uk um it's so the emergency services know where you are so you can type you can bring in again an emergency address so this is typically we'll ask you your country then it will ask you your city and finally the address all right and that's you do that actually as part of setup the other thing that we can also do here is obviously emergency emergency policies you can also have something called call routing policies so you can see that we have a default one here again this is just a default tenant that i have and you can set up dynamic emergency calling and basically the numbers are phone numbers that users can dial in case of an emergency and as you can see nine one one one one two nine nine nine and so on um so i i can then go in and i can add in one of those numbers all right and how is it going to be put in so you can put in a is it just a string so one one two maybe there's a country code something like that for the purpose of not being connected to an emergency service i'm not going to go ahead and do that at the moment the next thing we need to think about is a dial plan so out of the box as you can see you get an organizational setting here and it's saying okay if you're in the office do i need to dial out for example dialer nine so i can put a nine in here um i can test uh the number so i can if i've got a number that i want to try and call just to test that everything works i can do that um if the device susp supports it so if you've purchased teams phones or a team's phone system then again if the device supports optimized display device styling then you can do that normalization rules define how the rules are how the numbers are expressed in the various formats so i'm sure you'll have seen you know plus 44 shows the country code then you're going to have the city code for example 0207 which is london and then you might have an exchange number and then finally the individual phone number so you can specify um to set up this so how do you want your number to appear so do you want it just to appear as one block of numbers or do you want it to be country city area and number okay so that's basically what you do here they're called normalization rows rules now if you're not purchasing a calling plan so remember if you've not purchased a calling plan you can set up something called direct routing i'm not going to cover this here so this is assuming that you actually have in situ a a router capable of dealing with pstn calls pstn plain old telephone system okay that means you're connecting to your telecoms provider all right and you you need to obviously enter this information as provided by them you can also set up what we call voice routing policies so again out of the box you get a default policy here and you can set policies different policies for different users so for example if i click on add i'm i'm going to call this my norway voice policy okay and i'm again i'm gonna add in pstn usage here so do i want to add in any usage records so again i could uh put in here and i could say yep this is for oslo and and i'm going to save and apply that so this is kind of a a label that i can put in here and i'm going to save that okay so now i can select my norway voice policy and i can now assign this to a particular set of users okay so in here i can find a user or a group of users so for example if it's a team or rather a user rather i should say so for example if i've got a user called cameron who's based in oslo i'm gonna assign him that particular policy here all right um again he hasn't been set up at the moment that's why i've got a little error okay the next thing that we need to do is set up a call queue and an auto attendant so if you can imagine you your typical phone system you call and let's say you're in you call the doctors and the doctor says yo please dial one for this doctor dial 2 for this doctor and so on so how do we set that up well first of all for this i need to go to organizational wide settings and the first thing you do is you go into resource accounts so a resource account is an account that you can set up and then assign one of these services to so i'm going to click on add and i'm going to call this let's say main menu okay and the main menu i'll just call it menu and you can see that it gives it a mailbox because what happens is any voice messages and things like that it essentially is stored in a mailbox and what type of resource account is this so is it a call queue or is this an auto attendant well in this case this is a call queue so i'm going to click on save and i can go ahead and add another one so this time i'm gonna call this reception okay and again i'll type in reception okay and this time this is going to be an auto attendant so that's the first things you need to do in order to activate these services all right now that i've done that i can pop back up here and now we can start looking at these auto attendants and call cues so i'll come to the auto attendant first and i'm going to create an auto attendant and it says okay so how is your company going to be set up and are you going to have no operator are you going to have somebody in the organization are you going to have an app or an external phone number all right so for example i could say yeah the external phone number is five five five five five five five okay so this could be our external phone number um the time zone if you notice they always have those in in the movies don't they um now we choose the time zone so again i'm just going to choose the uk so i'm in the uk at the moment again you can set your language and are you going to enable voice inputs now this uses ai and machine learning and if you've ever phoned for cinema tickets yes um when you're dialing it will say please press the pound key or press one or the sales two for support or speak it so you can go one two you can actually say it all right so that's a nice feature actually so then we click on next and here yep just click on i think i've put oh sorry i should put a name in here so i'm just gonna call this reception okay and uh i'm gonna click next okay so how do you want the calls to flow through the company do you want to have no greeting do you want to just play an audio file so if you've got some nice blinky plunky music you can put that in there or do you want to type in a greeting and the only thing is if you do this it sounds a bit like an like a dalek or something like that an alien so i'm gonna say yeah no greeting in this case um okay so once the call has been greeted um what do you want me to do so you could have an audio file here okay for the purpose of this demo i'll say i'll just say welcome please select an option how's that okay um once that's picked up the call you can then either redirect the call okay to somebody in the organization or you can play this is where you would now play the menu options all right so you can assign zero let's say key zero for reception so the operator okay um i can then say okay so you can see that's the operator and then i can add another one for sales another one for support and so on and you just put in the name of the user that you want to send it to and that's it in terms of dialing do you want to be able to dial by name or by extension number so you know you can type in the name of the person that you're looking for or you can dial by name so i'm just going to be happy with that just now i've just put a couple of things in there um and you can see here i'll just choose that uh greeting message so i'll just say please select an item from the menu okay and i will click next okay so now this is where you now say okay uh what are your opening hours and this is really if you can imagine your business hours so you would say you know monday to friday nine to five okay and that's when the phone system is on all right after that 5 p.m what will happen then is it will then fall into this area so set up the hours for you know to deal with the out of hours so again if this was a medical center i'm sorry the doctor surgery is closed right now please forward to this emergency number yes you get that idea okay and then you can do menu options there if you want to all right so that is is quite useful so in this case i'm just saying disconnect the call but you can either redirect the call to let's say an emergency number or you can provide them with additional options so once you've done that that's the call flow then we need to think about do you want to have any holidays so i'm assuming you're not wanting to work your people to death um so again you can go back in any time and i can select call flow during holidays so if christmas time anything like that again i can add in a call flow here as well um the dial scope okay so how do you want to find people do you want to include all people so when you're when users are dialing in they can search for specific people or just a specific group of users so for example the sales team and so on and you can put their email address here so we're working in microsoft teams microsoft teams have an email address sales team at mycompany.com okay and for the purpose of this demo i'm going to say all online users again you can either do this where you can include everyone except or you can exclude everyone except so again you can have an allow list or you can have that block list so next i can then add my resource account so this is my reception resource account so again all i do here is just type in my reception and you can see it's now found that resource account and i simply just add that in and there we go okay and that's it i just submit that and that's it i have now completed my auto attendant service it's probably complaining because i've not put real phone numbers in okay but essentially that's how it works okay the next thing then is you can also do a call queue so again this is similar um you can go in i can add you can specify the language so you know the the language for the call queue so in this case i'm choosing english again you will need to add in a resource so in this case i'm going to type in my resource which is the menu okay and add that in here next i'm going to say do you want to play a greeting do you want to have like music on hold why people are waiting um so welcome to the company uh we'll take your call as quickly as possible so you can choose how the greeting plays and then music on hold um do you want a particular team to pick up the call so the sales team the marketing team and so on or do you want to choose specific users and groups all right so i'm going to uh let's say add a channel and choose a team so i'm i i've got customers in oslo so i'm going to bring in my sales team so this is my trondheim sales team and i'm going to choose which channel they're going to be in so i'm going to pop this into sales leads in microsoft teams okay so i click on add and now you can either do a team or you can choose by users and you can also enable conference mode so call agents that use this if if they're using the old skype for business won't receive calls in that case so how are you going to route the calls to your users so is there a receptionist that says hang on i'll put you through um are you going to do serial routing so if you've got let's say this the let's say there's 20 sales guys in that team um what will happen it will go one two three it will go around them one at a time with serial routing and round robin is it will just go to the first available person who's free in the team or to the person who's been sitting idle longest so he's not picked up a call you can also do presence based routing as well and that's where you have the traffic light i'm sure you've seen it in outlook yeah so if you're free you're green uh it will then uh choose uh let you do that call agents can opt out so if you're going for lunch or something like that that's fine and it will alert the agent for this amount of seconds you can also do a call overflow so again you know 50 is quite high i'm thinking you're going to be there forever and once that's been reached either disconnect the call or redirect the call to a person in the organization and then time out so after 20 minutes how many times have we phoned an airline you're the next caller and then it disconnects you it's so frustrating but that's essentially that's what they're doing all right again you can either disconnect or you can redirect that call and there we go so that is dealing with a call cue the next thing that you can do is you can also create what we call a park policy a call parking so again we get a default call parking policy and but you can add one as well and then assign it to a different group if necessary so are you going to allow call parking and you can specify um you know a friendly description here so basically you can say how many calls how many seconds are you going to allow for the call um so you've got to pick up the call within a certain amount of time all right if not it will then get picked up we also have calling policies here so your calling policies we have a few default personas here so if you're a front front line or first line worker um global policy here so we can look at this one here so as an example we can make private calls you can choose whether do you want to allow for calling to simultaneous people in your organization so multiple people do you want to do to simultaneous ringing to external phone numbers do you want to allow for voicemail for in inbound calls and you can see that by default this is user controlled rather than enabled or disabled which is probably what you would want actually inbound calls can be routed to call groups yeah so your salespeople and so on and delegation for inbound and outbound calling you can also set up prevent call bypass so through pstn and you can say busy on busy is available so if you've got that facility you can do that are you going to allow web pstn calling so that means that you can dial a public switched telephone network so external phone lines which is definitely something you would want and finally we have caller id policies so if you want to have caller id policies in your organization you can do that there is a default anonymous policy but you can also use the global policy as well and i can say right do you want to block caller id so you can enable switch that on or off do you want to override the caller id policy and replace the caller id with either the user's number just a regular service number or i'm sure we've all had those phone calls that say they're anonymous but they're actually salespeople and replace the caller id with the service number so again you would specify that service number there so there you have it some of the voice settings in microsoft teams so there you have it another interesting session i hope you found that useful as always if you did go ahead click on that subscribe button ring that bell and you won't miss any future postings as always if you want to put some comments down below i love your feedback and i will answer all of your questions i really appreciate you uh stopping by and i'll see you next time you stay safe take care thanks for dropping by hope you enjoyed the video go ahead and click on the subscribe button and ring that bell and you won't miss a thing see you next time you

Channel: Andy Malone MVP

Views: 1,463

Keywords: Microsoft Teams Voice, Microsoft 365, Microsoft office 365, MVPBuzz, MCTBuzz, Andy Malone

Id: T2RpKS0Kmks

Length: 34min 23sec (2063 seconds)

Published: Wed Apr 28 2021