Teams Contact Center - Microsoft Teams

Publisher

Microsoft

URL

https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center

Published

2026-07-29

Updated

unknown

Accessed

2026-09-14

HTTP status

200

License

Microsoft Learn terms of use (content copyright Microsoft); open licence for this page not verified; no-redistribution; short excerpts and locators only

Source notes citing this source

• Microsoft runs a contact center for Microsoft Teams certification program and publishes a list of certified contact center solutions for organizations choosing a solution to use with Teams. in context
• In the Connect contact center model the agent's contact center solution does not need a phone system license, but a Teams user needs a phone system license and a phone number for agent call transfer. in context
• Microsoft defines three integration models for contact center solutions with Teams: Unify (Azure Communication Services based), Extend (Teams client platform and Graph communications APIs, with Teams Phone handling contact center calls) and Connect (certified SBCs and Direct Routing). in context
• The Contact center for Microsoft Teams certification program verifies that each participating provider's solution provides the quality, compatibility and reliability expected from Microsoft solutions. in context
• A note on the Connect tab states that an agent using the contact center solution does not need a Phone System license, while the Teams user needs a Phone System license and a phone number for the agent's call transfer. in context
• Connect feature highlights include availability reports of agents with Teams. in context
• Connect feature highlights include multitenant SIP trunking so that one solution-provider SBC can support several customers. in context
• Connect feature highlights include Office 365 authentication so agents can connect to their Microsoft tenant from the integrated CCaaS client. in context
• The Connect integration model uses Microsoft-certified session border controllers and Direct Routing to connect contact center solutions to Teams Phone system infrastructure. in context
• Connect feature highlights include transfers and group call support with Teams. in context
• The Extend integration model integrates with the Teams client using the Teams client platform, Teams Graph APIs and the Cloud Communications API in Microsoft Graph. in context
• The Extend tab states that in the Extend model the contact center solution provider acts as a telephony carrier alongside Microsoft 365. in context
• Extend feature highlights list Teams as the primary calling endpoint for agents and the Teams client as the place for all call controls. in context
• The Extend integration model uses the Teams Phone system for all contact center calls and call control experiences. in context
• Microsoft states that the Extend and Connect feature highlight lists are not a comprehensive list of feature capabilities for those models. in context
• Microsoft Learn states that integrating a contact center with Teams Phone is supported for organizations that want solutions with business tools and workflows beyond Teams auto attendants and call queues. in context
• Microsoft Learn's Teams Contact Center article names three integration models for contact center solution providers: Unify, Extend and Connect. in context
• The Unify integration model enables solution providers to develop native Azure Communication Services-based CCaaS applications using Teams calling infrastructure. in context
• The Unify tab lists Azure Communication Services call automation, the Azure Communication Services calling SDK, OpenAI and other Microsoft tools as the resources through which Unify extends Teams Phone into CCaaS. in context
• Contact centers integrate with Teams through the Unify, Extend or Connect integration models, and Microsoft runs a contact center certification program listing certified solutions. in context
• An organization whose needs exceed the Queues app's documented scope (200 agents per queue, 15 authorized users per queue, 45 days of history, voice-only queue features) is likely better served by a certified contact center than by the Queues app. inferred in context
• Microsoft says Teams cloud calling with auto attendants and call queues meets some organizations' needs, while integrating a contact center solution with Teams Phone is supported for organizations that want business tools and workflows to drive the customer journey. in context
• Microsoft defines the Connect contact center integration model as using Microsoft-certified SBCs and Direct Routing to connect a contact center solution to Teams Phone infrastructure, with transfers and group calls to Teams among its focus areas. in context
• Under the Connect model the contact center agent does not need a Teams Phone System licence, but the Teams user who receives an agent's transfer needs a Phone System licence and a phone number. in context
• In the Teams Connect model the contact center agent does not need a Teams Phone system license, but a Teams user receiving an agent transfer needs a phone system license and a phone number. in context
• In the Teams Extend model, Teams Phone carries all contact center calls and call control, and the contact center provider acts as a telephony carrier alongside Microsoft 365. in context
• Microsoft defines three integration models for contact center providers with Teams: Connect (certified SBCs and Direct Routing), Extend (Teams client platform, Graph and Cloud Communications APIs) and Unify (Azure Communication Services). in context

Cite this source record

APA

WarmTransfer. (2026, July 29). Teams Contact Center - Microsoft Teams. WarmTransfer. https://warmtransfer.net/knowledge/sources/ms-learn-teams-contact-center

BibTeX

@misc{warmtransfer-ms-learn-teams-contact-center,
  title  = {Teams Contact Center - Microsoft Teams},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/ms-learn-teams-contact-center},
  note   = {Microsoft, accessed 2026-09-14}
}