Route your inbound calls straight into Microsoft Teams

The call centre environment has changed beyond recognition over the last few years. With more agents working remotely or in hybrid teams, businesses need a simple way to route inbound calls – including toll-free numbers – straight into Microsoft Teams. 

That’s exactly what we can do. We can route your existing toll-free numbers (or new ones), as well as local and mobile numbers, directly to your staff on Microsoft Teams. Your customers keep dialling the same number; your agents just answer in Teams.

How toll-free to Teams routing works 

Here’s a simple example of what this can look like in practice: 

• You have 20 staff globally, all working from home. Everyone uses Microsoft Teams. 
• 5 agents are French-speaking, 5 are Spanish-speaking and 10 are English-speaking. 
• We configure your French phone numbers to route simultaneously to your French-speaking agents in Teams. 
• We configure your Spanish numbers to route to your Spanish-speaking Teams users. 
• All your English numbers route to the English-speaking Teams agents. 

You get a multilingual, distributed call centre – all running on Teams, all powered by your existing toll-free and local numbers. 

Flexible call routing options in Microsoft Teams 

Once your inbound numbers are connected to Teams, we can tailor the call routing to match how your contact centre works: 

• Ring all / hunt group – send each call to a group and let the fastest available agent answer. 
• Round-robin routing – distribute calls fairly across your Teams agents. 
• Call queuing – if everyone is busy, queue callers until an agent becomes free. 
• Voicemail failover – route unanswered calls to voicemail and email the recording to your chosen mailbox. 
• Call recording – record inbound calls for quality monitoring, training and compliance, and receive copies via email. 

Because everything is handled in the cloud, you can add new agents, change routing rules or introduce new languages without changing the phone number your customers already know. 

Ready to route your inbound calls to Teams? 

If you’re interested in routing toll-free, local or mobile numbers into Microsoft Teams, we’d be happy to help design the right setup. 

Contact us using any of the numbers at the top of the site, or click here now to send us a message and start exploring your Teams call routing options.