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CallTower Solutions Center

Microsoft Skype and Teams Comparison / FAQ

 

FEATURE 

SKYPE FOR BUSINESS 

TEAMS 

NOTES 

CALL ROUTING 

  

  

  

Contact Center Solution 

Overlay and integrated client 

Only overlay 

Auto Attendant 

Yes 

Yes 

 21

Extension Dialing in Auto Attendant 

No 

Yes 

Hunt Groups (Response Groups / Call Queues) 

Yes 

Yes, Teams Devices Only 

Attendant Console 

Yes 

No 

AA - Transfer to External PSTN 

 Yes 

Not yet available 

  

INBOUND CALL FEATURES 

  

  

  

Call Recording 

Yes 

PSTN Only 

Call Park / Pickup 

Yes 

Yes 

  

DND Routing 

Yes 

VM Only / Busy on Busy 

  

Unassigned numbers / Forwarding 

Yes 

No 

  

Incoming Caller ID / Display CNAM 

Yes 

Yes 

Change ringer in Desktop App 

Yes 

No 

Use alternate device for ringer in Desktop App 

Yes 

Yes 

Change ringer on Desk Phone / Conf phone 

Yes 

No 

OUTBOUND CALL FEATURES 

  

  

  

Caller ID Masking 

Yes 

Custom Masking Options 

10 

User to User Extension dialing 

No 

Yes 

11 

GENERAL FEATURES 

  

  

  

Access to Emergency Services (911) 

US Only 

US Only 

12 

Federation to Skype Consumer 

Yes 

No 

 

Non-Persistent Chat 

Yes 

No 

13 

Meeting Attendee Role Control 

Yes 

No 

14 

API Integration 

Yes 

No (No ETA) 

15 

VDI Media Redirection 

Yes 

Yes 

16 

Favorites / Speed Dial on Desk Phones 

Yes 

No 

17 

Meeting Recording 

Yes 

Yes 

18 

Custom MoH 

Yes 

No 

19 

DEVICES 

  

  

  

Desk Phones 

Yes 

Yes 

20, 23

Conference Phones 

Yes 

Yes 

22, 23

BToE 

Yes 

No 

 

Common Area Phone 

Yes 

Yes 

24

Overhead Paging 

Yes, via Sip Calling or Multicast 

Yes, via SIP Calling 

25

Multicast Paging through the phones 

Yes 

No 

26

Notes: 

  1. Contact Centers:  There are currently no integrated Contact Centers such as Clarity for SfB.  Overlay Contact Centers such as CT Cloud Contact Center and Five9 work with no issue, they just require you use their client in conjunction with the Teams client or a Teams phone. 

  2. Extensions can be configured in Teams, however, must be configured separately to be accessible via auto attendant.  

    • CallTower’s extension support in Teams is best effort and requires SOW due to known MS issues.

    • Microsoft has now included easy GUI options to build custom tenant dialing plans.

  3. Microsoft does not support Skype physical phones for answering Teams Call Queue calls, Only Teams Devices, Full PC client, full Mac client, iOS mobile client, and Android mobile client running on mobile phone with current OS is supported.

    • Current Teams Call Queue distribution methods are:

      • Broadcast 

      • Round Robin 

      • Serial (alphabetically – recommended to create A group, B group, C group, etc.  and add users to these groups to configure preferred call routing order) 

  4. Attendant Console: Landis has an Attendant Console that works with Teams, but relies on Skype for Business Online, which Microsoft is actively working to retire.  Unfortunately, due to that requirement CallTower cannot support this configuration.  Microsoft’s latest communication is that they plan on releasing the API for Teams in the future….  We should see native Teams solutions shortly after.  There are no known supportable Attendant Consoles currently.   

  5. On demand and automatic recording available for Direct Routing numbers only via CallTower's Customization process.  

  6. Caller ID / CNAM Display for Teams is still a work in progress and different clients may see different results as they deploy these features. 

  7. Multiple ringers in the full PC Teams app has been tested and is working as of 8/2019 

  8. Skype for Business allows you to configure an alternate device for your ringer.  For example, a USB headset for speaker and mic while in a call, but a laptop’s built in speaker for the ringer, allowing a user to hear when their line is ringing without wearing the headset.  Teams has added this functionality via software update. 

  9. Regardless of make/model, such as Crestron, AudioCodes, Yealink, etc, if it's running the Teams Firmware you cannot change the ringer, for now you are stuck with the stock Teams ring file. 

  10. Caller ID Masking is currently only available using Microsoft Service numbers and not Direct Routing numbers. We currently don't support this configuration. A customer is free to pursue it on their own or contract us via SOW. Once this feature is available with Direct Routing we will fully support it. We have some custom options available as well. 

  11. Extensions can be configured in Teams, but are not accessible via auto attendant or other caller dial in method.  CallTower’s extension support in Teams is best effort and requires SOW due to known MS issues. Extensions for AA extensions can be configured separately. 

  12. CallTower can only provide emergency services connectivity in the US (911.) 

  1. All Teams Chats are Persistent 

  2. Currently no way to control the roles of meeting attendees 

  3. API Integration is required for integrated Contact Center and Attendant Console solutions 

  4. Media Redirection is available for Virtual Desktop / thin client integration, This requires a special stand-alone installer for MS Teams however it can be accomplished. 

  5. Currently Teams on Devices doesn't include Speed Dials or Favorites 

  6. Meeting Recording is available on demand via Teams Client 

  7. Currently there is no way to customize Music on Hold, it is controlled by Microsoft and only the default is available.

  8. Headsets on a PC are recommended for Teams.

  9. Support for auto attendant and call queue calls is available in the following clients:  

    • Microsoft Teams Windows client (32 and 64-bit versions)  
    • Microsoft Teams Mac client 
    • Microsoft Teams iPhone app 
    • Microsoft Teams Android app 
    • Microsoft Teams Phones / Devices
  10. Supported Teams devices: 
    • Yealink Native Teams devices: CP960, T56A, T58A
    • Poly (formerly Polycom) Native Teams devices: CCX500 CCX400, Trio 8800, Trio 8500
    • Other Yealink (T4xS) and Polycom (VVX) devices can be used with basic functionality
  11. Current issues with Handsets include: 
    • Inability to create three-way call from a Teams phone with E1 or E3 license. (Add Audio Conferencing) 
    • Call Queues are not supported for Skype Devices. 
    • Currently, there is no BTOE functionality for Teams or Skype Devices connecting to Teams.
  12. All Teams phones require login.  Although they can be used for common area phones, CallTower recommends Cisco or CT Cloud Voice phones for common area phones in critical locations for emergency services (factory floor, etc.)
  13. Overhead paging is supported via integration with CT Cloud Voice
  14. Teams phones do not support multicast paging.  Integration with IP speakers and CT Cloud Voice can be used for paging.