Teams Direct Routing

KBA-01514-B2G0

Summary

The Universal uCallManager services include direct routing services for Office 365 Phone System for Teams.

Direct Routing enables you to use your own (partner) voice trunk in Microsoft 365, when using direct routing you do not need to port your numbers to Microsoft. Also, a Microsoft Calling Plan is not needed; only a Phone System or Microsoft Business Voice license (add-on licenses to Microsoft Enterprise or Business plans).

In addition to direct routing, uCallManager optionally provides the following extra options:
– IVR menu
– uWallBoard – realtime call queue status
– Reporting – advanced PowerBI dashboard displaying servicelevels & agent insights
– uContactManager (adaptive card displaying your contact card from your CRM/XRM/Servicedesk or any other web application containing your customer data)
– Advanced Presence & agent hunting

You can either use Microsoft 365 call queues, auto attendant or uCallManager queues to configure your Microsoft 365 phone system.

To enable direct routing; please send an e-mail with your Microsoft 365 tenant ID to provisioning@ucallmanager.com. You will then receive further information and instructions.

Additional Comments
To enable Direct Routing it is advised to add Universal IT as a Cloud Solution Provider (CSP) to your Microsoft 365 tenant. To do so, please click on the following link (using a Microsoft 365 admin account):