Voice LabTeams Phone

14 · Coexistence and CCaaS

UCCE during a move

Contact-center agents and knowledge workers should not be forced through the same weekend.

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Learn it in 5 minutes

Leave UCCE agents on CVP and Finesse while knowledge workers move to Teams. The SBC sends contact-center numbers to CUCM and user numbers to Teams. A Teams client does not keep a CVP script in control of that agent.

Test a transfer from the contact center to an expert who now lives on Teams. That expert needs Teams Phone and a number. Then schedule the agent migration as its own project, with the certified contact-center model you actually bought.

Move knowledge workers first if UCCE must stay. Split the dial plan by range, and license experts who receive transfers.

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Visual

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Repeated misses take a trunk out of service. The campus does not invent Microsoft's internal counter.
Who moves firstKnowledge workers · EarlierUCCE agents · Later, as a project
A common safe order. Counts in this drawing are teaching order, not customers.

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Worked example

I do not put UCCE agents on Teams and expect CVP to keep controlling them.

  1. IVR Stays for now
  2. Users Move
  3. SBC Splits by range
  4. Expert Licensed on Teams

If it fails: Agents move first and the IVR can no longer see them.

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Quiz

Which description of Tromboning is accurate?

A colleague reports: The carrier bill rises and nobody left the building. Where do you start?

Which description of Webex calling bridge is accurate?

Flashcards

Ecosystem

Glossary

  • Connect model A certified contact center attaches to Teams through certified SBCs and Direct Routing. Config: Confirm the vendor’s current certification, then design the SBC and the transfer target’s license. Fault: Transfers to experts fail because the expert has no Teams Phone number.
  • Extend model The contact center uses the Teams client, Graph, and Cloud Communications APIs. Teams Phone is the calling system and the agent works in Teams. Config: Read the Extend section of the contact-center article before you license agents. Fault: The design buys a Connect SBC for an Extend product.
  • Unify model 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. Config: Get the vendor’s certification letter and match it to Connect, Extend, or Unify. Fault: A proposal says Power and nobody can find the media path.
  • Teams Phone extensibility A way for a contact center, including Dynamics 365 Contact Center, to use a customer’s existing Teams Phone for the agent’s telephony. Config: Use a solution that has finished the certification if you want the supported experience. The API existing is not the same as a finished certification. Fault: Two phone systems ring the same person.

Sister technologies

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.

Config and troubleshooting

Agents move first and the IVR can no longer see them.

Cross-platform bridges

CUCM

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.

Webex

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.

UCCE

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.

Future hooks

Copilot Studio, Azure Communication Services, and Graph are later tracks in this lab. Treat any uncited limit as confirm before relying.

BridgesEcosystem

Sources and go deeper

Opened 2026-10. A row marked confirm did not open. Wikipedia is background. The Teams blog row is the community index.

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