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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 1
Auto Attendant Yes Yes  
Extension Dialing in Auto Attendant CY19 No 2
Hunt Groups (Response Groups / Call Queues) Yes Yes, with limitations 3
Attendant Console Yes No 4
AA - Transfer to External PSTN   Not yet available  
INBOUND CALL FEATURES
Call Recording Yes Yes, with limitations 5
Call Park / Pickup Yes Yes  
DND Routing Yes VM Only  
Unassigned numbers / Forwarding Yes No  
Incoming Caller ID / Display CNAM Yes

No, Unless Inbound via Response Groups

9
Change ringer in Desktop App Yes Yes 10
Use alternate device for ringer in Desktop App Yes Yes 11
Change ringer on Desk Phone / Conf phone Yes No 12
OUTBOUND CALL FEATURES
Caller ID Masking Yes No, Unless ported to Microsoft 13
User to User Extension dialing No Yes, with limitations 14
GENERAL FEATURES
Access to Emergency Services (911) US Only US Only 15
Federation to Skype Consumer Yes No 16
Non-Persistent Chat Yes No 17
Meeting Attendee Role Control Yes No 18
API Integration Yes No (Expected in Q1 2020) 19
VDI Media Redirection Yes No 20
Favorites / Speed Dial on Desk Phones Yes No 21
Meeting Recording Yes Yes 22
Custom MoH Yes No 23
DEVICES
Desk Phones Yes Limited, with limitations 24
Conference Phones Yes Limited, with limitations 24
BToE Yes No 25
Common Area Phone Yes Yes 26
Overhead Paging

Yes, via Sip Calling or Multicast

Yes, via SIP Calling 27
Multicast Paging through the phones Yes No 28

 

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, 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.
  3. Microsoft does not support physical phones for answering Teams Call Queue calls.  Only 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)
  1. 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 November 2019.  If that’s the case, we should see native Teams solutions shortly after.  There are no known supportable Attendant Consoles at this time.
  2. On demand and automatic recording available for Direct Routing numbers only via CallTower's Customization process. 

 

  1. Caller ID Name (CNAM) is currently not supported on Teams, whether through Direct Routing or Microsoft Calling Plan.  CNAM does appear to work on calls routed through AA or Response Group.
  2. Multiple ringers in the full PC Teams app has been tested and is working as of 8/2019
  3. 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.
  4. 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.
  5. 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 these feature is available with Direct Routing we will fully support it.
  6. 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.

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

  8. There are no plans to make Skype Consumer Integration with Teams.
  9. All Teams Chats are Persistent
  10. Currently no way to control the roles of meeting attendees
  11. API Integration is required for integrated Contact Center and Attendant Console solutions
  12. Currently no Media Redirection available for Virtual Desktop / thin client integration. 
  13. Currently Teams on Devices doesn't include Speed Dials or Favorites
  14. Meeting Recording is available on demand via Teams Client
  15. Currently there is no way to customize Music on Hold, it is controlled by Microsoft and only the default is available.
  16. Headsets on a PC are recommended for Teams. 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.  Yealink phones do not work reliably with AA or Response Group calls and are not yet supported by Microsoft.  Poly (formerly Polycom) does not yet have native Teams phones available.  Teams phones do not support multicast paging.  Integration with IP speakers and CT Cloud Voice can be used for paging.  Supported Teams devices:
  • Yealink Native Teams devices: CP960, T56A, T58A 
  • Poly (formerly Polycom) Native Teams devices will not be available until sometime in 2020.   They have announced a trade up program to allow purchase of existing phones with trade in for Teams native devices when available.
  • Other Yealink (T4S) and Polycom (VVX and Trio 8500/8800) devices can be used with basic functionality, BUT ARE NOT FULLY SUPPORTED BY MICROSOFT / CALLTOWER (CURRENT ISSUE WITH TRANSFERRING CALLS DUE TO MS ISSUE, CT CANNOT FIX.  CALLTOWER RECOMMENDS NOT USING SFB CERTIFIED PHONES UNLESS USER IS ABLE TO USE CLIENT ON PC AS BACKUP)
  • Current issues with Handsets include
    1. Inability to create three way call from a Teams phone with E1 or E3 license. 
    2. Missed calls not displayed on Yealink Teams certified devices
  1. Currently, there is no BTOE functionality for Teams or Skype Devices connecting to Teams.
  2. 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.)
  3. Overhead paging is supported via integration with CT Cloud Voice
  4. Teams phones do not support multicast paging.  Integration with IP speakers and CT Cloud Voice can be used for paging.

 

CHANGELOG

8/28/2019: Added current issues with handsets to Note 24.  Three way call and missed calls issues.

10/10/2019: Changed Use alternate device for ringer in Desktop App to indicate support for alternate ringer device that has been added to Teams.

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