Microsoft Teams with Amazon Connect

See also

Sources

1. 1
   For the separate conversational analytics (Contact Lens) connector, the external voice system sends SIPREC audio to the fully qualified host name shown on the connector details page.

   Configure your external voice system for integration with conversational analytics · steps 1 and 2 · Checked 2026-09-25
2. 2
   A customer can have multiple contact records because a record completes when the flow or agent interaction ends; linked records share initial, next and previous contactId fields.

   Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP) · Transfers create multiple contact records · Checked 2026-09-25
3. 3
   After an agent initiates a transfer in the CCP, the customer is placed on hold and the agent is connected to the transfer destination.

   Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP) · Manage a transferred call · Checked 2026-09-25
4. 4
   Once the transfer destination answers, the agent can choose Join to conference the caller, destination and agent, then choose Leave to complete the transfer and exit the call.

   Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP) · To transfer to a quick connect or to an external number, steps 3 and 4 · Checked 2026-09-25
5. 5
   The documented Amazon Connect quick connect and CCP transfer features give no indication of a Teams user's availability before the agent dials, so presence-aware transfer to Teams users needs a custom Graph integration or a partner product.inferred

   Create quick connects in Connect Customer · More examples (external quick connects always shown); read with aws-connect-ccp-transfers procedure · Checked 2026-09-25
6. 6
   In the CCP an agent on a contact can transfer to a quick connect, or choose Number pad, enter an external number and choose Call.

   Transfer calls to a quick connect or external phone number using the Contact Control Panel (CCP) · To transfer to a quick connect or to an external number, steps 1 and 2 · Checked 2026-09-25
7. 7
   An agent-initiated transfer to a Teams user over the external voice transfer connector can be built as a queue quick connect whose Transfer to Queue flow contains the connector-targeted Transfer to phone number block, because phone number quick connects cannot carry a flow.inferred

   Flow block in Connect Customer: Transfer to phone number · Flow types (Transfer to Queue flow listed); combined with quick-connects More examples > Queue quick connects and external-voice-transfer flow block section · Checked 2026-09-25
8. 8
   To send a call over an external voice transfer connector, the connector ARN is set as a contact attribute and a Transfer to phone number block in the flow uses that attribute as its destination.

   Set up Amazon Connect external voice transfer to an on-premise voice system · configure a Transfer flow block section (search-index text; page body not rendered) · Checked 2026-09-25
9. 9
   When creating an external voice transfer connector, the Connector destination type identifies the device receiving calls from Amazon Connect, typically a Session Border Controller.

   Create external voice transfer connectors for Amazon Connect · connector details, Connector destination type (search-index text; page body not rendered) · Checked 2026-09-25
10. 10
    An external voice transfer connector's Outbound routes section defines the route to the enterprise voice system by Host, Port, Protocol, Priority and Weight, with up to 10 routes.

    Create external voice transfer connectors for Amazon Connect · Outbound routes section (search-index text; page body not rendered) · Checked 2026-09-25
11. 11
    External voice transfer connectors must first be enabled by a service quota increase for External voice transfer connectors per account; after approval External voice connectors appears in the Amazon Connect console.

    Set up Amazon Connect external voice transfer to an on-premise voice system · main steps list, step 1 (search-index text; page body not rendered) · Checked 2026-09-25
12. 12
    The Graph get-presence API is available in the global service and US Government L4 and L5 (DoD) clouds but not in China operated by 21Vianet.

    Get presence - Microsoft Graph v1.0 · national cloud deployments table · Checked 2026-09-25
13. 13
    Microsoft Graph returns a user's Teams presence (availability and activity) from GET /users/{id}/presence or /communications/presences/{id}, where {id} is the user's GUID.

    Get presence - Microsoft Graph v1.0 · HTTP Request and its Note; Examples response bodies · Checked 2026-09-25
14. 14
    Reading another user's presence with application permissions needs Presence.Read.All as least privilege, and application permissions cannot use the /me path.

    Get presence - Microsoft Graph v1.0 · Permissions table and Note · Checked 2026-09-25
15. 15
    The Graph get-presence API is limited to 1,500 requests per 30 seconds per application per tenant.

    Get presence - Microsoft Graph v1.0 · Permissions > Note, second bullet · Checked 2026-09-25
16. 16
    CloudInteract's AWS Marketplace listing says its product transfers PSTN calls from Amazon Connect to Teams, shows agents the Teams status of transfer targets, and does not require Teams Phone licenses.

    Microsoft Teams Integration for Amazon Connect (CloudInteract) · listing overview · Checked 2026-09-25
17. 17
    NeuraFlash's AWS Marketplace listing says its product shows colleagues' Teams availability in the Amazon Connect Agent Workspace, sets the agent's Teams status to Do Not Disturb during Connect calls, and supports transfer to Teams co-workers.

    NeuraFlash Teams Integration for Amazon Connect · listing overview · Checked 2026-09-25
18. 18
    Direct Routing integrates a PSTN operator with the Teams tenant through a certified Session Border Controller procured and managed by the customer, an integrator or a Direct-Routing-as-a-Service provider.

    PSTN connectivity options · PSTN connectivity options > Direct Routing · Checked 2026-09-25
19. 19
    Teams Phone connects to the PSTN through Microsoft Teams Calling Plan, Operator Connect, Teams Phone Mobile or Direct Routing, and a tenant can combine several of these.

    PSTN connectivity options · PSTN connectivity options; Use more than one PSTN connectivity type · Checked 2026-09-25
20. 20
    To make and receive PSTN calls, a Teams user must be licensed for Teams Phone and also be equipped with a PSTN solution from a chosen provider.

    PSTN connectivity options · What is the Public Switched Telephone Network (PSTN)?, fourth paragraph · Checked 2026-09-25
21. 21
    A quick connect becomes visible to agents in the CCP only after it is added to a queue, and agents see the quick connects of the queues in their routing profile including the default outbound queue.

    Create quick connects in Connect Customer · Step 2: Enable agents to see quick connects, and its Tip · Checked 2026-09-25
22. 22
    While an agent invokes an agent, queue or external quick connect, the caller hears the Customer hold flow.

    Create quick connects in Connect Customer · More examples > External quick connects, final paragraph · Checked 2026-09-25
23. 23
    When creating a phone number quick connect, the phone number is entered starting with the country code.

    Create quick connects in Connect Customer · Example: Create a phone number quick connect to a mobile phone, step 4 · Checked 2026-09-25
24. 24
    External quick connects appear in the CCP at all times, whereas agent and queue quick connects appear only when the agent is on an active call.

    Create quick connects in Connect Customer · More examples (introductory paragraph) · Checked 2026-09-25
25. 25
    External (phone number) quick connects invoke no flow, so the outbound caller ID cannot be set per transfer and is taken from the queue configuration.

    Create quick connects in Connect Customer · More examples > External quick connects · Checked 2026-09-25
26. 26
    An Amazon Connect phone number quick connect transfers the contact to a phone number.

    Create quick connects in Connect Customer · Types of quick connects > Phone number quick connect · Checked 2026-09-25
27. 27
    The queue that carries a phone number quick connect needs an Outbound caller ID number chosen from numbers claimed for the instance; AWS states this is required to make outbound calls.

    Create quick connects in Connect Customer · Example: Create a phone number quick connect to a mobile phone > Add the quick connect to a queue, step 2 · Checked 2026-09-25
28. 28
    A queue quick connect invokes its associated Transfer to Queue flow when the agent selects it.

    Create quick connects in Connect Customer · More examples > Queue quick connects, step 2 · Checked 2026-09-25
29. 29
    The SBC's Enabled setting turns it on for outbound calls and can be used to take the SBC temporarily out of service.

    Connect your Session Border Controller (SBC) to Direct Routing · SBC settings table, Enabled row · Checked 2026-09-25
30. 30
    An SBC can be paired with Direct Routing only if the domain portion of its FQDN is registered in the tenant; *.onmicrosoft.com is not supported, and a user with that domain holding an E3 or E5 license must exist.

    Connect your Session Border Controller (SBC) to Direct Routing · Use PowerShell > Connect the SBC to the tenant > Considerations, second bullet · Checked 2026-09-25
31. 31
    The SBC is paired with New-CsOnlinePSTNGateway using at minimum the FQDN, SipSignalingPort, MaxConcurrentSessions and Enabled parameters, or through Voice > Direct Routing > SBCs in the Teams admin center.

    Connect your Session Border Controller (SBC) to Direct Routing · Use the Microsoft Teams admin center; Use PowerShell > Connect the SBC to the tenant · Checked 2026-09-25
32. 32
    Direct Routing enforces TLS 1.2 on its SIP interface, and the SBC must support one of four listed ECDHE-RSA AES cipher suites.

    Connect your Session Border Controller (SBC) to Direct Routing · Considerations, TLS1.2 bullet · Checked 2026-09-25
33. 33
    SBC pairing is verified by confirming with Get-CsOnlinePSTNGateway that the SBC is listed with Enabled True, and on the SBC that its outgoing SIP OPTIONS receive 200 OK and it answers Direct Routing OPTIONS with 200 OK.

    Connect your Session Border Controller (SBC) to Direct Routing · Verify the SBC connection > Check whether the SBC is on the list of paired SBCs; Validate SIP options · Checked 2026-09-25
34. 34
    A configured Transfer to phone number block has Success, Call Failed, Timeout and Error branches, and its timeout is configurable.

    Flow block in Connect Customer: Transfer to phone number · Configured block; Properties (Set timeout) · Checked 2026-09-25
35. 35
    Outside the United States AWS recommends setting Caller ID number on the block to an Amazon Connect number, and in Australia and the UK carriers may reject calls whose caller ID does not meet local rules.

    Flow block in Connect Customer: Transfer to phone number · Properties > Caller ID recommendations for calls outside the US · Checked 2026-09-25
36. 36
    When the Transfer to phone number block is used without a custom caller ID, the contact's own caller ID is presented to the external party.

    Flow block in Connect Customer: Transfer to phone number · Properties > Caller ID name, Note (final paragraph) · Checked 2026-09-25
37. 37
    Transfers to a phone number in a country the instance is not allowlisted to call fail; allowlisting is requested through an Amazon Connect service quota increase.

    Flow block in Connect Customer: Transfer to phone number · Configuration tips, first and second bullets · Checked 2026-09-25
38. 38
    The Transfer to phone number flow block supports only the voice channel and can be used in Inbound, Customer Queue, Transfer to Agent and Transfer to Queue flows.

    Flow block in Connect Customer: Transfer to phone number · Supported channels; Flow types · Checked 2026-09-25
39. 39
    Resume flow after disconnect on the Transfer to phone number block returns the caller to the flow only if the external party disconnects; if the customer disconnects the whole call ends.

    Flow block in Connect Customer: Transfer to phone number · Properties > Resume flow after disconnect · Checked 2026-09-25
40. 40
    A Direct Routing number is assigned with Set-CsPhoneNumberAssignment -PhoneNumber <number> -PhoneNumberType DirectRouting, which also enables Enterprise Voice; Microsoft recommends full E.164 format.

    Enable users for Direct Routing · Configure the phone number and enable enterprise voice > Use PowerShell · Checked 2026-09-25
41. 41
    When users share a base number with unique extensions, the INVITE to Direct Routing must carry the full number with ;ext= for the user lookup to succeed.

    Enable users for Direct Routing · Configure the phone number and enable enterprise voice > Use PowerShell, final paragraph · Checked 2026-09-25
42. 42
    Direct Routing requires users to be in Teams Only mode (UpgradeToTeams TeamsUpgradePolicy) so incoming calls land in the Teams client.

    Enable users for Direct Routing · Assign Teams Only mode to users to ensure calls land in Microsoft Teams · Checked 2026-09-25
43. 43
    An SBC can send a Direct Routing call straight to a user's voicemail by appending opaque=app:voicemail to the Request-URI; the user gets no call notification.

    Enable users for Direct Routing · Configure sending calls directly to voicemail · Checked 2026-09-25
44. 44
    Direct Routing outbound call routing is built from voice routing policies containing PSTN usages, which contain voice routes that map a called-number pattern to online PSTN gateways (SBCs).

    Configure call routing for Direct Routing · Call routing overview · Checked 2026-09-25
45. 45
    Configuring the global online voice routing policy applies it to all voice-enabled users and can send Calling Plan and Operator Connect users' PSTN calls into a Direct Routing trunk; Microsoft advises custom policies assigned per user.

    Configure call routing for Direct Routing · Voice routing policy considerations > Caution, item 1 · Checked 2026-09-25
46. 46
    When an incoming PSTN call is forwarded or transferred and the ingress SBC is also a possible egress SBC, Direct Routing ignores route priority and tries the ingress SBC first.

    Configure call routing for Direct Routing · Example 1: Voice routing with one PSTN usage, Note after the summary table · Checked 2026-09-25
47. 47
    Phone number quick connects require only a phone number; a queue or flow cannot be set on them, and phone number transfers do not require a specific flow type.

    Set up contact transfers in Connect Customer · Overview of steps, steps 1 and 3 · Checked 2026-09-25
48. 48
    For agents to transfer, the queue holding the quick connect must be in a routing profile assigned to those agents.

    Set up contact transfers in Connect Customer · Overview of steps, step 5 · Checked 2026-09-25
49. 49
    Firewall and SBC settings must accept connections from any Microsoft signaling IP address because a REFER can arrive on a new TLS connection from a different address.

    Issues with call transfers - Microsoft Teams · No SIP REFER received by the SBC from the SIP proxy, step 2 · Checked 2026-09-25
50. 50
    Since a June 2026 change (Message Center MC1296872), Microsoft ends a blind-transferred Direct Routing call as soon as the SBC accepts the REFER, without waiting for the transfer result.

    Issues with call transfers - Microsoft Teams · Calls drop before the transfer is completed, final paragraph · Checked 2026-09-25
51. 51
    For consultative transfers the SBC must return 202 Accepted and NOTIFY progress to the REFER; the proxy ends the original call only after a NOTIFY carrying 200 OK.

    Issues with call transfers - Microsoft Teams · Calls drop before the transfer is completed · Checked 2026-09-25
52. 52
    On a Teams REFER the SBC must send the new INVITE back to the Microsoft SIP proxy, with the Request-URI set to the Refer-To string and the Referred-By header copied unchanged, even when the target is an external PSTN number.

    Issues with call transfers - Microsoft Teams · Call transfer methods, second numbered list, items 2 to 5 · Checked 2026-09-25
53. 53
    Teams initiates Direct Routing transfers by SIP REFER first, then INVITE with Replaces, then an internal method invisible to the SBC if neither is supported.

    Issues with call transfers - Microsoft Teams · Call transfer methods, numbered list · Checked 2026-09-25
54. 54
    Microsoft's Direct Routing call-transfer troubleshooting guidance does not apply to Calling Plan or Operator Connect deployments.

    Issues with call transfers - Microsoft Teams · opening Note · Checked 2026-09-25
55. 55
    An Amazon Connect instance needs a claimed DID or toll-free phone number to place or receive calls.

    Get a local toll-free or DID Connect Customer phone number · Get a local toll-free or DID Connect Customer phone number (opening paragraph) · Checked 2026-09-25
56. 56
    By default an Amazon Connect account can claim and release up to 200% of its phone-number quota in a rolling 180-day period; exceeding that blocks further claims until an AWS support case is opened or the period expires.

    Get a local toll-free or DID Connect Customer phone number · Avoid being blocked from claiming or releasing too many numbers · Checked 2026-09-25
57. 57
    An Amazon Connect phone number cannot be claimed again after it is released.

    Get a local toll-free or DID Connect Customer phone number · How many phone numbers you can claim · Checked 2026-09-25
58. 58
    Amazon Connect requires phone numbers in E.164 format, for example +18005551212 for a US number.

    Set up outbound caller ID in Connect Customer · Use E.164 format for international phone numbers · Checked 2026-09-25
59. 59
    An SBC is paired with New-CsOnlinePSTNGateway (Fqdn, SipSignalingPort, Enabled), and Get-CsOnlinePSTNGateway should then list it with Enabled True; the module also provides Set-CsOnlinePSTNGateway and Remove-CsOnlinePSTNGateway, and setting Enabled to False temporarily removes an SBC from service.

    Connect your Session Border Controller (SBC) to Direct Routing · Connect the SBC to the tenant; Verify the SBC connection · Checked 2026-09-25
60. 60
    Only numbers claimed or ported to Amazon Connect can be the outbound caller ID number unless AWS Support activates an external number for custom caller ID after proof of ownership.

    Set up outbound caller ID in Connect Customer · Outbound parameters: Set in queue > Outbound caller ID number · Checked 2026-09-25
61. 61
    The CCP shows Invalid outbound configuration when outbound calling is not enabled on the instance or the queue has no outbound caller ID; agents also need the CCP - Make outbound calls permission.

    Contact Control Panel (CCP) Issues · CCP outbound configuration issues > How to fix · Checked 2026-09-25
62. 62
    An Amazon Connect external voice connector is billed at $100 per connector per day (US West (Oregon) rate).

    Amazon Connect Customer Pricing Appendix · External voice > External voice connector · Checked 2026-09-25
63. 63
    For a transfer made while the agent is on a call, caller ID comes from the inbound queue that handled the call and the outbound whisper flow cannot override it; to control it, use a Transfer to phone number block with an explicit caller ID.

    Set up outbound caller ID in Connect Customer · How outbound parameters are selected > Note · Checked 2026-09-25
64. 64
    An external transfer from Amazon Connect stays anchored to the instance's Region for the whole call: per-minute usage accrues until the transfer recipient hangs up, and the call is not recorded after the agent drops or the transfer completes.

    Set up your network to use the Connect Customer Contact Control Panel (CCP) · Region selection considerations > External transfers · Checked 2026-09-25
65. 65
    AWS advises against transferring calls to destinations that could transfer them back into Amazon Connect (circular transfers), because PSTN latency compounds.

    Set up your network to use the Connect Customer Contact Control Panel (CCP) · Region selection considerations > External transfers (last sentence) · Checked 2026-09-25

Documents

Cite this page

WarmTransfer. (2026, September 25). Microsoft Teams with Amazon Connect. WarmTransfer. https://warmtransfer.net/guides/teams-with-amazon-connect

@misc{warmtransfer-teams-with-amazon-connect,
  title  = {Microsoft Teams with Amazon Connect},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/teams-with-amazon-connect},
  note   = {Verified 2026-09-25}
}