14 · Coexistence and CCaaS
The model decides the media path and the licenses. The sales adjective does not.
Microsoft Learn, accessed 14 October 2026, names three models. Connect uses certified SBCs and Direct Routing. Extend uses the Teams client, Graph, and Cloud Communications APIs, with Teams Phone as the calling system. Unify is the native model. Partner text describes Unify as ACS-based applications on Teams calling infrastructure. Older decks say Power. Ask which current model the vendor holds.
In the Connect article, the contact-center agent does not need a phone-system license for that solution. A Teams user who receives a transfer does need Teams Phone and a number. Graph is not a SIP trunk. You still need a PSTN option.
Name the model: Connect, Extend, or Unify. The media path and the licenses follow that name.
I use Connect, Extend, and Unify. If someone says Power, I ask which current model they mean.
If it fails: The contract says Power and nobody opens the right ports.
Which description of Connect model is accurate?
A certified contact center attaches to Teams through certified SBCs and Direct Routing. Microsoft’s note: the contact-center agent does not need a phone-system license for that solution; a Teams user who receives a transfer does. Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center accessed 2026-10-14.
A colleague reports: Transfers to experts fail because the expert has no Teams Phone number. Where do you start?
Transfers to experts fail because the expert has no Teams Phone number. Confirm the vendor’s current certification, then design the SBC and the transfer target’s license. Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center accessed 2026-10-14.
Which description of Extend model is accurate?
The contact center uses the Teams client, Graph, and Cloud Communications APIs. Teams Phone is the calling system and the agent works in Teams. This is not ‘we also installed their desktop.’ Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center accessed 2026-10-14.
Around the call: compliance recording, workforce management, emergency location, analytics, CRM screen pop, and an agent with a human escape. Each one has its own failure.
The contract says Power and nobody opens the right ports.
Cisco CUBE is one of the SBC families named in this lab’s certification lesson. A certified release can be the Direct Routing SBC between Unified CM and Teams.
The tenant still needs a verified domain on the SBC FQDN, and the user still needs Teams Phone. The studio translator does not open a live AXL session. Confirm the current certified release before you build.
Teams Phone and Webex Calling are separate clouds. This lab does not describe a feature that registers a Webex Calling user into a Teams tenant.
A number move is usually a carrier port, a certified SBC, or a meetings interop product. Confirm before relying.
Unified CCE stays the ACD until you migrate it. Microsoft’s contact-center articles name Connect, Extend, and Unify. They do not name a UCCE connector in the notes this lab cites.
Voice into Teams is still Direct Routing or Operator Connect. The routing script stays on the contact-center product you bought. Confirm the vendor’s current model. Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center.
Copilot Studio, Azure Communication Services, and Graph are later tracks in this lab. Treat any uncited limit as confirm before relying.
Opened 2026-10. A row marked confirm did not open. Wikipedia is background. The Teams blog row is the community index.
