14 · Coexistence and CCaaS
It is how a contact center uses the Teams Phone you already paid for, instead of a second PBX.
Teams Phone extensibility, documented for ACS and announced for Dynamics 365 Contact Center and some Unify-certified ISVs, lets the agent’s telephony be Teams Phone. The announcement named a set of vendors. That set moves. Certification is still the bar if you want the supported experience. An API existing is not a finished certification.
Presence can be synced with Graph. Presence sync is not audio. Do not declare the integration done because a status bubble moves.
Teams Phone extensibility reuses Teams calling inside a certified contact center. Presence sync is not the audio path.
Extensibility reuses Teams Phone. I want the vendor’s current certification, not only a presence sync.
If it fails: Two phones ring the same person, or only presence works.
A colleague reports: The design buys a Connect SBC for an Extend product. Where do you start?
The design buys a Connect SBC for an Extend product. Read the Extend section of the contact-center article before you license agents. Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center accessed 2026-10-14.
Which description of Unify model is accurate?
The model Microsoft Learn names, as of 14 October 2026, for a native experience. Partner material describes it as ACS-based applications on Teams calling infrastructure. Older decks say Power. Ask which current model a vendor holds. Licensing and media follow the model, not the sales adjective. Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center accessed 2026-10-14.
A colleague reports: A proposal says Power and nobody can find the media path. Where do you start?
A proposal says Power and nobody can find the media path. Get the vendor’s certification letter and match it to Connect, Extend, or Unify. 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.
Two phones ring the same person, or only presence works.
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.
