3CX MS Teams Noob Question

[ipt_dude]

Hello 3CX Forum Peoples,

My question is regarding 3CX integration with MS Teams (which I know little about) . My understanding is that it is "Direct Routing". So essentially, existing staff would continue to use MS Teams as they currently use it (chat, meetings) and if they choose to make a call, the call control would be handled by 3CX. Would this be the case for both internal AND extenal calls? Meaning 3CX would now control all the extensions associated with MS Teams clients for both internal and external calls?

With the RingCentral integration with MS Teams, the RC embedded dialer icon appears in the MS Teams app as shown below. Am I correct to assume that with the 3CX - MS Teams Direct Routing option, 3CX dialer WOULD NOT appear in the MS Teams app - but nonetheless, if the end user made a call with their MS Teams app using the native dialer - the call control is managed by 3CX?

 

[Evolute IT]

So, the way the Direct Routing works is as follows (currently, this might change in the future but we had no news on that for a while.)

- When the user calls a Teams user (by email address essentially), the call will stay within Teams.
- If the user calls a 3CX Extension, the call will be routed to the PBX "from their extension" since Teams acts like a softphone for the 3CX extension.
- If the user calls an external number, the call will be routed like any other PBX call would be, following the outbound rules and SIP trunks.

Perhaps @Nick Galea can speak to whether this will change or not. I remember talks to change it and add some features to the integration, but nothing in a while since they're working hard on v20.

 

[ipt_dude]

Thank you very much for the reply! I left my previous organization and so we never did the AD integration or failover testing we were talking about some time ago!

3CX Deskphone Calling MS Teams User
Since we would have 3CX Yealink Deskphone users needing to dial staff members who exclusively use MS Teams - and since you said MS Teams asks like a 3CX softphone, naturally we would assign those MS Teams users extensions in our 3CX dial plan to enable this - correct?

Lastly, there is no concept, like the screen capture I posted, where the MS Teams client has an embedded 3CX dialer like RingCentral, correct?

 

[Evolute IT]

Lastly, there is no concept, like the screen capture I posted, where the MS Teams client has an embedded 3CX dialer like RingCentral, correct?

That's not an option with 3CX. You must use the 3CX Webclient/PWA side-by-side. They are considering a Teams app I believe but no promises.

3CX Deskphone Calling MS Teams User
Since we would have 3CX Yealink Deskphone users needing to dial staff members who exclusively use MS Teams - and since you said MS Teams asks like a 3CX softphone, naturally we would assign those MS Teams users extensions in our 3CX dial plan to enable this - correct?

Each Teams user HAS to be linked to a 3CX extension in order to be called from 3CX. You can have users use Teams only without Direct Routing, but those won't be reachable from 3CX, nor be able to reach any 3CX-only extensions.

So, if a user 101 is [email protected], then 102 can call 101 and it would ring my Teams.

 

[N_G]

@ConceptsWeb is summarizing it well.

We do have plans to expand on teams see previous blog posts. In regards to that tab we don't have it, but it's a non issue because that embedded apps in teams are going away.

 

[ipt_dude]

@ConceptsWeb is summarizing it well.

We do have plans to expand on teams see previous blog posts. In regards to that tab we don't have it, but it's a non issue because that embedded apps in teams are going away.

Thank you both. The company I'm assessing has a Mitel platform that is EOL. The in house team is pushing RingCentral and they already deployed NICE for several dozen agents at an astronomical MRC. I'm going to propose replacing Lumen with Flowroute, Mitel with 3CX and eliminating NICE altogether.

Because we will use CFDs, we won't be going with 3CX hosted. I'm considering self hosting but very well may go on prem. They have 6 location with 500 users. Coming from a Cisco CUCM background, I sure wish 3CX had some type of Pub / Sub clustering. The only other issue I've had is multiline support on Yealinks registered to 3CX. We end up having to provision those via each phones GUI.

Does v20 improve on the current active / passive failover model or prehaps allow assigning more than a single extension to a phone ?

 

[N_G]

That's a very interesting deployment. Yes failover is improved upon in v20 and we are improving it further but for now it will always be active passive. What we are going to improve is the speed of switch over and more frequent and faster backups. We will also improve teams integration. Teams also switched off the tab in their client so this is no longer an advantage. In terms of contact center this is a focus area as well so this deployment is the right kind of customer for us.