Microsoft Team inbound calls in contact cener

Question

I am doing some research about the Microsoft Team contact center. I would like to use it as a call center, however, all inbound calls should come from Microsoft teams and not phone calls. In addition, the user that are doing the inbound calls to the contact center doesnt have Microsoft Teams user/license. Is it possible to make an inbound call to the contact center as invited?

Thanks.

Answer 1

Hi

Yes, it is possible to receive inbound calls to a contact center in Microsoft Teams without the callers needing to have Microsoft Teams user/license. Microsoft Teams provides a feature called "Guest Calling" that allows external users to make calls to Teams users and contact centers.

Enable Guest Access: In order for external users to make inbound calls to the contact center, you need to enable guest access in your Microsoft Teams environment. Guest access allows users from other organizations to collaborate and communicate with your internal Teams users. You can enable guest access at the organization level or for specific Teams channels and users.

Invite External Users: Once guest access is enabled, you can invite external users (such as customers or callers) to join a Teams meeting or call. You can send them an invitation link or invite them directly from within the Teams client. The external users will receive an invitation to join the call or meeting through their preferred communication channel (email, chat, etc.).

Inbound Calls to the Contact Center: External users can use their preferred device (such as a phone or a computer with a microphone) to make inbound calls to the contact center. They can dial the designated contact center number or join a Teams meeting specifically set up for contact center interactions. The calls will be routed to the appropriate Teams users or call queues within the contact center based on your configuration.

Please note that while external users can make inbound calls to the contact center without needing a Microsoft Teams license, they may still require a compatible communication device (phone, computer, etc.) and an internet connection to participate in the calls.

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