Voice LabTeams Phone

19 · Comparison

Documented differences only

A table is safe when every cell comes from a page you can reopen.

Room HTMLAll downloads

Learn it in 5 minutes

Dynamics, on the voice-channel page: native PSTN calling in Dynamics, built on Azure Communication Services, routed with unified routing, with customer and case lookup in the capabilities table. Teams providers, on the contact-center page: Unify, Extend, or Connect, as the previous room states. Amazon Connect Customer, on its guide: agents on voice, chat, SMS, or other channels, and administrators on numbers, queues, routing profiles, and flows. CCAI Platform, on its docs page: queuing and routing across voice and digital, working alongside CRMs, and using other Gemini Enterprise for Customer Experience products. Salesforce, on the help page: Partner Contact Center, with Amazon Connect and partner-telephony models still named.

Read down a column only. Do not add a column for a score. The chart on this page uses the same length for each page so a longer bar cannot be mistaken for a preference.

Compare only the name, the channels, the telephony, and the CRM relationship that the opened page states.

Room HTML

Visual

Call queue routingCall queueRound robinAgent 1Agent 2Agent 3Timeout to overflow
Round robin distribution for Documented differences only. Overflow is a configured target.
Pages opened for this tableDynamics · Voice channelTeams · Three modelsAmazon · Connect CustomerGoogle · CCAI PlatformSalesforce · Partner Contact Center
Equal length. Not a rank. Counts in this drawing are teaching order, not customers.

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Worked example

I can fill the table from the pages and leave the score column off.

  1. Name As the page prints it
  2. Channels Only channels that page names
  3. Telephony Who that page says carries it
  4. CRM How that page relates the record

If it fails: A cell is filled with a feature the opened page did not mention.

Checklist HTML

Quiz

Which description of Amazon Connect Customer is accurate?

A colleague reports: A comparison quotes the old name as if the guide still used it as the title. Where do you start?

Which description of CCAI Platform is accurate?

Flashcards

Ecosystem

Glossary

  • Amazon Connect Customer Amazon’s opened guide says Amazon Connect Customer is the current name for the product previously called Amazon Connect, and that this guide covers Amazon Connect Customer. Config: Read the personas and the pricing sentence on that page. Do not invent a price. Fault: A comparison quotes the old name as if the guide still used it as the title.
  • CCAI Platform The opened Google Cloud page is titled Contact Center AI Platform. It says CCAI Platform is a contact-center service built natively on Google Cloud, uses other Gemini Enterprise for Customer Experience products, and is purpose-built to work alongside CRMs. Config: Read the locations page it links before you promise a country. This lab does not copy that list. Fault: A slide says the docs page no longer uses the name Contact Center AI Platform.
  • Gemini Enterprise for Customer Experience 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). Config: Quote the change-log line you mean. Then open the product docs page and use the name printed there. Fault: The change log and the docs title are treated as one rename.

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

A cell is filled with a feature the opened page did not mention.

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.

sources.json