Track 20
Unified routing assigns work. Workforce management forecasts it. Quality evaluation scores it.
You can separate classification, assignment, a forecast, and a quality plan, and say which control failed.
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.
Chapter list. Each room keeps its own sources.json.
Room files: T20-R01-classification-then-assignment T20-R02-voice-workstreams-and-voice-queues T20-R03-highest-capacity-round-robin-least-active T20-R04-forecast-capacity-and-schedule T20-R05-indicators-and-guardrails T20-R06-two-recording-controls T20-R07-which-control-failed
