Voice for Teams with direct routing implementation

Architecture

Open

Voice for Teams – Direct routing requirements

• End user account must be homed in Office 365.

• End user must have the following licences/usages assigned. (Microsoft reference)

  • Teams Phone (MCOEV). Add-on license for E1/E3, included in E5.

  • Microsoft Teams. Included in E1/E3/E5

Additional Microsoft licensing option through Business Voice without Calling Plan bundle targeting for small businesses (Microsoft reference)

• Voice for Teams – Microsoft Teams as your business softphone

  Open

  

Enreach Cloud voice capabilities extended to Microsoft Teams. E.g. Inbound/outbound phone calls with single mobile number, hunt groups & call center, call recording, etc.

Usage

Enreach Cloud Call Control

• Call control is made in Enreach Cloud

• All Enreach Cloud add-on features are available

• Teams phone is more like one of the terminals. Teams related functionalities like voicemail, call groups, call delegation, call forwarding.

Microsoft Call Control = Microsoft Teams standard standalone deployment way

• The configuration is made mixed between Enreach Cloud (Portal) and Office 365

• Enreach takes care of users phone numbers in PSTN as an operator

• Incoming calls are directly routed to Teams Outgoing calls are directly routed from Teams to PSTN

• Teams handle call groups, call delegation, call forwarding, simultaneous ringing

• Enreach Cloud add-on features are not available like service pools, automatics call transfers, routing to terminals, smart routing, voicemail, availability, etc.

Service Implementation Tasks

Implementation – High level

Service implementation based on Microsoft’s carrier hosting Direct Routing model. (Microsoft reference):

• Enreach to prepare operator services and EnreachCore user accounts.

• Enreach to configure SBC Direct Routing customer instance, trunk and customer specific trunk fqdn’s.

• Customer to create and provide admin (and optionally test) user account for Enreach on customer’s Office 365 tenant.

• Customer to add Direct Routing customer specific trunk fqdn’s to Office 365 domains. (Microsoft reference)

• Enreach/Customer to configure Voice routing policy on customer’s Office 365 tenant. SfBO Admin role required.

• Customer to enable Microsoft Teams calling on customer’s Office 365 tenant.

Service activation:

• Enreach/Customer to activate (if new) or modify (if existing) EnreachCore user accounts and voice routing for customer specific Direct Routing SIP trunks

• Enreach/Customer to enable end users for Microsoft Teams Phone system with Direct Routing on customer’s Office 365 tenant. O365 Admin role required.

Customer to create and provide admin (and test) user accounts to Enreach on customer’s M365 tenant

Admin user account creation

• New user on @<xyz>.onmicrosoft.com domain in Customer’s O365 tenant. NOTE: onmicrosoft.com domain should be used because of the PS session auto-discovery.

• Teams Admin role required

• NO M365 license needed

• Password policy ’never expire’. Microsoft configuration reference; https://docs.microsoft.com/en-gb/office365/admin/add-users/set-password-to-never-expire?view=o365-worldwide#set-a-password-to-never-expire

• If MFA in use, the following Enreach network subnet must be whitelisted; 80.88.186.0/23. Microsoft configuration reference; https://docs.microsoft.com/en-us/azure/active-directory/authentication/howto-mfa-mfasettings#trusted-ips

• Use case:

  • Voice routing configuration on Customer’s O365 tenant by Enreach

  • End user Teams Voice phone number provisioning and activation on Customer’s O365 tenant by Enreach

Optional Test user account creation and use case

• Teams Voice (Phone System) enabled test user account for Enreach use for troubleshooting and testing purposes

Add Direct Routing customer specific fqdn’s (sub domains) in Customer’s M365 tenant

• Login to O365 Admin portal with Global Administrator rights

• Go to Setup -> Domains -> Add domain

• In ”New Domain”, on ”Add a domain” type the Enreach provided SBC FQDN

• On the next step choose ”Add a TXT record instead”. Take a note of ”TXT Value field” and provide that back to Enreach.

• [Enreach Task] Enreach will create DNS TXT record with given TXT value.

• Customer receives confirmation from Enreach that DNS TXT record is created.

• Go back to M365 admin center and Verify domain

• Skip ”Update DNS settings” and ”Choose your online services”

• Enreach SBC FQDN should now have ”Setup Complete” status on M365 Domains list

• To active the domain name Customer will need to create a single cloud only user account with the added domains (<Customer>.teams.beneservices.com & <Customer>.teams2.beneservices.com) with min E3 licenses.

Direct Routing – Voice routing policy configuration in Customer’s M365 tenant

• Configuration tasks are completed via Teams powershell module and requires M365 Teams admin role.

• Creating Voice routing policy to route PSTN calls to Enreach SBC (Microsoft reference)

• By default we create universal voice routing policy where all the PSTN calls, for the assigned user, are routed to Enreach SBC. Enreach Cloud will take care of the further call routing. When needed, more complex voice routing policies can be created on M365 side.

  • Set-CsOnlinePstnUsage -Identity Global -Usage @{Add=“Benemen"}

  • New-CsOnlineVoiceRoute -Identity “Benemen" -NumberPattern “.*" -OnlinePstnGatewayList <Customer>.teams.beneservices.com, <Customer>.teams2.beneservices.com -Priority 1 -OnlinePstnUsages “Benemen“

  • New-CsOnlineVoiceRoutingPolicy “Benemen” -OnlinePstnUsages “Benemen”

  • -> “Benemen” voice routing policy is later assigned to end users as they are activated for Phone System with Direct Routing

Direct Routing – Configure Teams Calling policies in Customer’s M365 tenant

• Ensure that Calling for Teams is activated on the tenant level.

  • Sign in as tenant administrator on Teams Admin center.

  • Go to Voice Calling Policies and select the one that is in use.

  • Verify that ‘Make Private calls’ is set to ‘On’.

• If you have configured different user level Teams calling policies, ensure that ’Make Private Calls’ = True also in them. Also other calling policy settings can be modified for the wanted use case.

Service Activation to End Users

• End User activation in Customer’s M365 tenant

• Normally handled by Enreach provisioning agent via Enreach Voice portal

• If users should be provisioned manually and not by Enreach provision agent, here are the PowerShell commands.

  • Pre-req: Ensure that Phone system license is assigned to end user

  • Activate end user for Phone System with Enreach provided telephone number. Completed via Teams powershell module and requires M365 Teams admin role:

    • Set-CsPhoneNumberAssignment -Identity xx.yy@domain.com -PhoneNumber +35812345678 -PhoneNumberType DirectRouting

  • Grant end user with the correct voice routing policy, which routes PSTN calls to Enreach SBC. (The policy was created earlier during service side configuration)

    • Grant-CsOnlineVoiceRoutingPolicy -Identity “xx.yy@domain.com " -PolicyName “Benemen"

Notes

• If Dial-In (PSTN) Conferencing to Teams meetings functionality is needed, customer must utilize Microsoft’s Audio Conferencing service. Dial-In PSTN numbers and service comes from Microsoft.

• Call control & Call forwarding in Enreach Cloud and controlled via Voice Center/ Voice by Enreach App

  • In general all call forwarding etc. mangement is done via Voice Center/ Voice by Enreach App. This is MUST when end user has any Enreach Cloud value-add voice services like; mobile integration, multiterminal, call center, etc. Therefore end user shall NOT utilize Teams client side call forwarding/sim.ring

  • If end user doesn’t have any Enreach Cloud value-add services and only fixed line PSTN connectivity for Teams from Enreach, they could utilize Teams client side settings. Voice Center / Voice by Enreach App model is still preferred as then Enreach can provide call handling and usage model is ready for add-on voice services

  • On Teams side customer admin can control these settings via Teams Calling policy

• If voicemail is needed customer shall utilize Enreach Voicemail, NOT M365 voicemail

  • If end user has any Enreach Cloud value-add voice services like; mobile integration, multiterminal, CC, etc. they MUST utilize Enreach cloud Voicemail. Office 365 voicemail MUST be disabled

  • If end user doesn’t have any Enreach Cloud value-add services and only fixed line PSTN connectivity for Teams from Enreach, they could utilize M365 voicemail. Enreach voicemail is still preferred, as then Enreach voicemail capabilities can be used and usage model is ready for add-on voice services

  • On Teams side customer admin can control these settings via Teams Calling policy