If you have a poor calling service, it can put a strain on your relationships with customers if they have poor experiences with you over the phone and it can stall the productivity of your employees.
To ensure that doesn’t happen with your customers, you should understand the benefits of Microsoft Teams Direct Routing so you can solve these issues with your current calling service.
Coeo has delivered thousands of Microsoft Teams Direct Routing services and knows how important a good calling service is to an organization.
We want to educate you on the benefits of Microsoft Teams Direct Routing so you can determine if it is a good fit for your organization.
By the end of this article, you will know what Microsoft Teams Direct Routing is and the benefits of Microsoft Teams Direct Routing.
What is Microsoft Teams Direct Routing?
Microsoft Teams Direct Routing allows your organization to make and receive phone calls over the internet using the Public Switch Telephone Network (PSTN).
Microsoft Teams Direct Routing takes Microsoft Teams telephony and partners with a third-party provider to manage the service for you.
Contrary to popular belief, Microsoft Teams is not just a collaborative platform that allows you to chat with employees and host video conferences and meetings.
You can also use it as a phone system with Microsoft Teams telephony that allows your traditional phone lines to transfer to the cloud so you can make calls over the PSTN.
The Direct Routing piece comes in when a third-party provider comes in to manage the Teams telephony.
Customers can connect their existing on-premise phone service to the Microsoft Teams Phone System using SBCs and a Microsoft-certified partner like Coeo, in order to bring their phone system to the cloud.
A Session Border Controller (SBC) is a dedicated software or hardware device that controls how phone calls are initiated, conducted, and terminated on a voice-over Internet Protocol (VoIP) network. This tool helps transfer your phone system from traditional phone lines to the internet.
Benefits of Microsoft Teams Direct Routing
Since Microsoft Teams Direct Routing brings your traditional phone service to the cloud, there are many benefits the service can bring to your organization.
Lower cost
One of the biggest benefits of using Microsoft Teams Direct Routing is that it is more affordable than some other services on the market. Because you can bring your existing PBX phone system to the cloud, you will not have to invest in a completely new system.
This will of course save you money because you will be using the same service that is already paid for. Additionally, an internet-based phone system such as Microsoft Teams Direct Routing does not require much hardware or equipment that would otherwise increase the cost.
A PBX phone system is also more expensive because of its outdated technology. If your PBX phone system ever has any equipment issues, it may cost a lot more to repair or replace because of how old the system is and finding equipment is more difficult.
Easy migration
With Microsoft Teams Direct Routing, the migration process is easy and efficient. Because you can use your existing PBX phone system, there is little to no hardware required also making this cost-effective.
Microsoft Teams Direct Routing is usually migrated by the provider of your new service making it easier for your service to be turned up quickly.
Better flexibility
Microsoft Teams Direct Routing brings your PBX phone system to the cloud. This allows your calling service to be more flexible.
Microsoft Teams Direct Routing connects to the internet allowing your calls to be made and received through the PSTN. This means there are no copper phone lines that your phone needs to be connected to.
As a result of this, your phone system will be more flexible and allow you to make and receive calls from anywhere on any device that can be connected to the internet since there is no copper wire required.
Customizable to your organization’s needs
With a Microsoft Teams Direct Routing service, you will have the ability to customize your service to cater to your organization’s needs. The main part of the service you can customize is the auto attendant and call queue of your call service.
An auto attendant is a virtual receptionist used to describe a voice menu system and call queues are the callers “waiting in line” who are on hold when the phones are busy.
This includes customizing greetings, voice menus, and background music for the auto attendant and call queues.
Custom greeting
An auto attendant allows your organization to create a custom message that will greet customers after the number is dialed.
Voice menu
The menu option of the auto attendant follows a pre-set script customized for your organization to guide callers along their journey directing them to the correct person.
An example of this pre-set script could say something like “press 1 for customer service” and the system will transfer the caller to the customer service phone line if 1 is selected.
Background music
Background music can be customized by your organization to play during call queues that callers can listen to while on hold waiting for the next available respondent.
Next steps to purchasing Microsoft Teams Direct Routing
Now you know what Microsoft Teams Direct Routing is and the benefits of the service. This will allow you to make a better decision when it comes to purchasing Microsoft Teams Direct Routing for your organization.
No one wants to have a poor-performing call service that can halt productivity in your company and tarnish customer relationships with your business resulting in lost customers and lost revenue.
Knowing the benefits of Microsoft Teams Direct Routing will help you make a better decision when looking for a new calling service for your organization.
Coeo has delivered thousands of Microsoft Teams Direct Routing to customers. We want to give you information on the benefits of the service so you can determine if it is the right service to improve your organization’s call system.
If you would like to speak with our team to talk about Microsoft Teams Direct Routing or ask any questions you may have you can schedule an appointment. 
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