Book Image

Expert Microsoft Teams Solutions

By : Aaron Guilmette, Yura Lee, Grant Oliasani, Angel Aviles
Book Image

Expert Microsoft Teams Solutions

By: Aaron Guilmette, Yura Lee, Grant Oliasani, Angel Aviles

Overview of this book

Microsoft Teams is an invaluable tool that can integrate various Microsoft products into a single convenient hub. But making the most of it often requires expert help and hours spent on calls and live chats. If you’d rather have all the information you need to make the most of Teams in one place, then this book is for you. Written by two Microsoft technical specialists who have spent years helping clients find the best way to utilize Teams, this book will help you understand Teams as a whole — from architecture and collaboration through to apps and voice. You’ll study the platform from the perspective of the end user as well as the administrator, gaining insights and learning from real-life examples. You’ll tackle adopting, implementing, and administering Teams efficiently, which will help you realize its full potential. From setup and deployment to modernizing your organization’s chat and voice infrastructure, you’ll get plenty of useful and actionable tips as you progress. By the end of your journey through this book, you’ll be able to design and implement the most important and exciting aspects of Microsoft Teams help your organization work more efficiently.
Table of Contents (27 chapters)
1
Part 1: Collaboration and Apps
Free Chapter
2
Chapter 1: Taking a Tour of Microsoft Teams
6
Part 2: Meetings
10
Part 3: Bots and Development
14
Part 4: Voice
19
Part 5: Administration

Understanding voice-enabled channels

A Voice-Enabled Channel (VEC) is a feature that connects a channel with a specific call queue. As you learned in Configuring call queues, you can add a Team channel as part of a call queue configuration. When you configure that call queue option, the selected channel is converted into a VEC.

A VEC allows for broader collaboration among the participating queue agents. VECs also allow agents to customize certain settings such as opting out of a call queue, if enabled.

This section will cover how to navigate the VEC interface. By the end of the section, you will be able to explain VECs and navigate the interface.

As previously mentioned, VECs are configured during the creation or editing of a call queue. This will then allow an agent, as a member of the channel, to make a call from the VEC using the resource account's phone number to mask their caller ID with the resource's number.

To see how this works, from the Teams interface...