With the release of 3CX version 18, Microsoft 365 and Teams integration have been features that many have already set up and implemented. The integration allows Teams users to gain all the functionality of 3CX PBX in the background whilst keeping the familiar user interface of Teams. In this blog, we provide an explanation of the integration and its benefits.

Microsoft Teams integration explained

Unlike other providers’ Teams integrations, 3CX does not rely on a 3rd party software to offer a proxy service to connect the two services. Once the initial 3CX installation has been completed, there are various steps to follow, including obtaining a dedicated SSL certificate and then using the auto-generated script within the 3CX management console to create the link or bridge between Teams and 3CX. The integration makes use of Microsoft’s interconnect feature called Direct Routing.

What is Direct Routing?

Direct Routing is a technology that Microsoft created to make Teams a phone system with the capability to dial out to the PSTN. This direct routing allows other vendors to connect their SIP systems into Teams to facilitate the PSTN connection as an alternative to the expensive calling plans available directly from Microsoft.

Are there some limitations?

MS Teams integration with 3CX - In-call screenshot

Yes, Teams users do not get full access to the complete suite of in-call features that a 3CX Web Client, mobile app or Desktop client user has. For example, 3CX users can start/stop call recording, elevate the call to a video call and also create a video conference using the 3CX. Users who are making and receiving calls using Teams do not have this functionality available. Cross-platform presence is currently not available but is on the roadmap and in development.

User-friendly interface

MS Teams Direct Routing Setup via the 3CX Management console

The 3CX management console contains a complete step-by-step guide to setting up the Teams integration. Administrators are easily walked through each step and they start at the top of the navigation window. Help guides are provided to provide a CSR generation tool to ease the process.

Once configured, administrators can configure powerful contact centre features, such as call queues, IVR auto attendants, ring groups, paging and automated generation of extensive call reports. Configuring these features directly on Teams phone system is either not supported or very time-consuming.