Swyx and Microsoft Teams

TWO SOLUTIONS - DIFFERENT PRIORITIES

As part of Microsoft 365, Microsoft Teams is increasingly being used in companies for messaging and other team functions. There is some functional overlap with the Swyx solution, not only in the collaboration functions but also in the telephony functions included.

With its extensive PBX functionality, Swyx's focus is clearly on communications. Strong call routing options, flexible terminal support, but also extensive connection options to the public telephone network ensure optimal accessibility in the company and enable perfect customer service.

USE MICROSOFT TEAMS AS A TELEPHONE SYSTEM?

The Teams solution also supports telephony functions, so the question is whether the range of functions is sufficient to handle all business-critical communication applications with Microsoft Teams in particular.

However, a closer look quickly reveals that telephony functions are not particularly strong in Teams. On the one hand, this concerns the infrastructure, especially the integration of analog devices such as fax, door openers, intercoms or mobile DECT devices. The integration of these devices with Teams can only be realized with high integration and consulting efforts. On the other hand, the operation of the telephony functions in Teams differs significantly from the usual telephony behavior. This can result in additional training efforts for users.

 

THE STRENGTHS OF THE SWYX SOLUTION

With Swyx, companies are able to effectively implement all business-critical communication applications that are in demand in companies today, thus ensuring availability for customers. These include in particular::

  • Individual control of own accessibility with the Call Routing Manager (ACD)
  • Creation of complex voice dialog systems with graphical script editor (IVR), e.g. for central call acceptance or individual acceptance systems for individual departments
  • Use of the entire range of end devices: system and IP telephones, USB/conference telephones, IP a/b adapters
  • Mobility within the company, e.g. on the company premises or in production halls: Seamless integration of DECT systems
  • Contact center functionality and queue management
  • Contact information integration: Integrate any database and quickly identify incoming calls

TEAMS & SWYX: DEPLOYMENT SCENARIOS

Option 1: Use Teams and Swyx in parallel 

The simplest way to use Microsoft Teams and Swyx is to run both solutions in parallel and use the features that match the strengths of each solution. So, for example, for messaging and file exchange Teams and for all telephony functions the Swyx solution.

From the user's point of view, however, the functional overlaps can result in disadvantages in terms of user-friendliness. For example, during an online meeting held with Swyx, an internal call from a Microsoft Teams user may come in. Or in a group meeting using Microsoft Teams, the participant receives an external customer call. In order to better align the two solutions, Swyx aims to continually optimize the interoperability of both solutions.­­

Option 2: Swyx Integration in Microsoft Teams

With the current version of Swyx, the respective presence status of Microsoft Teams participants is automatically synchronized with the presence status of the Swyx solution. This means that when a participant is in a Teams conference, all calls can be automatically forwarded. Set up individual call routing that intelligently routes calls - whether internal or external - based on presence status, e.g. to another employee who is currently signaling their availability.

There is also the option of integrating Swyx into the Microsoft Teams client. This offers maximum user-friendliness, as the specialized telephony functions of Swyx can be easily used from within Teams. A compact Swyx client is available for configuration and operation, which provides all the convenient functions in the background. The complete Swyx integration in Microsoft Teams will be available with the upcoming version in the first half of 2021.

 

Option 3: Swyx Integration in Microsoft Teams plus Direct Routing

The so-called "Direct Routing" is a Microsoft feature that enables the linking of the public telephone system via a Session Border Controller (SBC) with the Microsoft telephone system. This allows the connection of a telephone system, such as Swyx, so that telephony to external participants in Microsoft Teams is possible.

Further advantages of using "Direct Routing" in conjunction with Swyx are also:

  • Support for telephone calls between Swyx and Microsoft Teams users:
    Swyx users can use all available devices including clients, Microsoft users can use the Teams client.
  • Microsoft Teams users have the option of distributing calls intelligently using Swyx Extended Call Routing.
  • The existing connection to the public telephone network (e.g. SIP trunk) can still be used, phone numbers or connections do not have to be ported to Microsoft.

Together with the Swyx integration in Microsoft Teams, Direct Routing represents the most comprehensive coupling of both solutions. However, in addition to the necessary hardware (Session Border Controller), additional Microsoft licenses are required for use. The higher costs therefore make this option particularly interesting for larger companies that already have a Microsoft Enterprise license.

 


Conclusion: Better together with Swyx and Microsoft Teams

No matter which option companies choose - it makes sense to use the applications in the company in such a way that they offer the greatest possible benefit both on the user side and on the customer side. Due to the numerous integration options, Swyx is the ideal solution for creating synergies in the company together with Microsoft Teams.

 

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