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

Claims citing this source

• 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. fact 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. fact in context
• Connect feature highlights include availability reports of agents with Teams. fact in context
• Connect feature highlights include multitenant SIP trunking so that one solution-provider SBC can support several customers. fact in context
• Connect feature highlights include Office 365 authentication so agents can connect to their Microsoft tenant from the integrated CCaaS client. fact 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. fact in context
• Connect feature highlights include transfers and group call support with Teams. fact 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. fact in context
• The Extend tab states that in the Extend model the contact center solution provider acts as a telephony carrier alongside Microsoft 365. fact 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. fact in context
• The Extend integration model uses the Teams Phone system for all contact center calls and call control experiences. fact in context
• Microsoft states that the Extend and Connect feature highlight lists are not a comprehensive list of feature capabilities for those models. fact 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. fact in context
• Microsoft Learn's Teams Contact Center article names three integration models for contact center solution providers: Unify, Extend and Connect. fact in context
• The Unify integration model enables solution providers to develop native Azure Communication Services-based CCaaS applications using Teams calling infrastructure. fact 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. fact 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}
}