19 · Comparison
Microsoft publishes more than one voice path. The page you cite has to be the path you mean.
The Dynamics voice-channel page says the channel provides native PSTN calling in Dynamics 365, is built on Azure Communication Services, and routes calls with unified routing. The Teams Phone page says a Teams number used with Contact Center is a Calling Plan service number, Operator Connect, or Direct Routing, and that the representative is notified in Copilot Service workspace.
The Teams contact-center article names three models for a provider: Unify, using Azure Communication Services call automation and the calling SDK. Extend, where the Teams client is the calling endpoint and the provider acts as a telephony carrier alongside Microsoft 365. Connect, using a certified SBC and Direct Routing. A note on Connect says the contact-center agent does not need a phone-system license, and the Teams user does, plus a number, for transfer. The article links a certified list. This room does not copy vendor names from a different index.
Quote the Dynamics voice channel, the Teams number bridge, or the three provider models. They are different pages.
I can say which Microsoft article I am quoting before I name a model.
If it fails: Extend, which uses the Teams client, is described with the Dynamics workspace notification.
A colleague reports: A slide says the docs page no longer uses the name Contact Center AI Platform. Where do you start?
A slide says the docs page no longer uses the name Contact Center AI Platform. Read the locations page it links before you promise a country. This lab does not copy that list. Source: https://docs.cloud.google.com/contact-center/ccai-platform/docs accessed 2026-10-14.
Which description of Gemini Enterprise for Customer Experience is accurate?
Google’s legal change log records this line: Updated name of Customer Engagement Suite and Contact Center AI to Gemini Enterprise for Customer Experience (GECX). A different change-log line says the CCAI Platform service-terms summary was renamed toward Google Cloud Contact Center as a Service. That is not the same sentence as the GECX line. Source: https://cloud.google.com/legal-change-log accessed 2026-10-14.
A colleague reports: The change log and the docs title are treated as one rename. Where do you start?
The change log and the docs title are treated as one rename. Quote the change-log line you mean. Then open the product docs page and use the name printed there. Source: https://cloud.google.com/legal-change-log 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.
Extend, which uses the Teams client, is described with the Dynamics workspace notification.
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.
