If your organization is looking at Microsoft Teams Direct Routing to improve your calling system, it is essential that you research the problems that could arise with the service. If you do not know these problems, you could be unprepared when issues occur.
Coeo has delivered Microsoft Teams Direct Routing to thousands of customers and knows how important a good calling service is to an organization.
We want to educate you on the potential challenges of Microsoft Teams Direct Routing so you can determine if it is the right fit for your organization.
By the end of this article, you will know what Microsoft Teams Direct Routing is, the potential problems with the service, and how to solve these challenges.
What Is Microsoft Teams Direct Routing?
Microsoft Teams Direct Routing allows your organization to make and receive phone calls over the internet using the Public Switch Telephone Network (PSTN).
Microsoft Teams Direct Routing takes Microsoft Teams telephony and enables a third-party provider to manage the service for you.
Microsoft Teams is not just a collaborative platform that allows you to chat with employees and host video conferences and meetings.
You can also use it as a phone system that transitions your traditional phone lines to the cloud so you can make calls over the PSTN.
Customers can connect their existing on-premise telephone service to the Microsoft Teams Phone System using SBCs and a Microsoft-certified partner like Coeo, to bring their phone system to the cloud.
A Session Border Controller (SBC) is a dedicated software or hardware device that controls how phone calls are initiated, conducted, and terminated on a voice-over Internet Protocol (VoIP) network. This tool helps transfer your phone system from traditional phone lines to the internet.
Potential problems with Microsoft Teams Direct Routing
While Microsoft Teams Direct Routing is one of the best services on the market there are still some problems you can experience that you should know about before purchasing the service. The potential problems you can experience include:
Microsoft Teams Direct Routing is a newer service and with that comes updated technology. With this new technology, there may be some complex issues that come with the service.
For example, it can be tough to implement the service without the help of your provider if you don’t have knowledge of the technology or do not have an IT team available to manage this.
● Limited support
Direct Routing customers are typically responsible for the management of the SIP Trunks. Microsoft most times will not offer support since the service is directly routed through a managed service provider.
This usually means that the main support comes from the provider you choose as your Direct Routing provider because it may be difficult for your IT team to manage and maintain an additional service.
● Poor internet service
If your organization does not have a strong internet connection, you may run into problems with your Microsoft Teams Direct Routing.
Since Microsoft Teams Direct Routing relies on the PSTN and makes and receives calls over the internet, it can be problematic if your organization does not have a strong internet connection.
● Security concerns
Microsoft Direct Routing should include a high level of security to ensure that voice data is kept safe.
Because Microsoft Direct Routing is connected to the internet, a public network where calls are made and received, it can open your network to malicious actors if not careful.
Toll fraud is a popular attack performed by malicious actors that can negatively affect your organization when your voice network is penetrated. Toll fraud takes place when a cybercriminal gains access to your phone system to make artificially generated calls.
These calls are then purposely made to expensive rate numbers and a part of the revenue is given to the cybercriminal. Organizations spent over $9 billion in 2021 due to toll fraud losses.
How your organization can solve problems with Microsoft Teams Direct Routing
Now you know the potential problems that can arise with Microsoft Teams Direct Routing. However, it is also good to know how you can solve these problems in case they happen in your organization.
To solve the complexity and limited support problems, your organization should pick a provider that will set up, monitor, and maintain your service so you do not have to perform these functions.
Another option would be to check with your IT team to make sure they have the knowledge, expertise, and time to manage the service.
To solve the problem of poor internet service, it is a good idea to test your internet connection and, if necessary, improve it before you purchase Microsoft Teams Direct Routing. If you do not have good internet service, the quality of service will likely be low.
Additionally, performing a penetration test or vulnerability scan may be beneficial to check for security holes within your network. Making sure to keep your voice network safe from malicious attacks such as toll fraud will help prevent security breaches.
Next steps to purchasing Microsoft Teams Direct Routing
Now you know what Microsoft Teams Direct Routing is, the potential problems of the service, and ways to solve those problems. This will help you make a more informed decision on Microsoft Teams Direct Routing.
No one wants to buy a service or solution only to find out about potential problems. Knowing the potential problems can help you determine if it is the right fit for your organization and help you address the issue when those problems arise.
Coeo has delivered thousands of Microsoft Teams Direct Routing services to customers and knows how important a good calling service is to an organization.
We want to educate you on the problems that can arise in the service so you can determine if it is the right solution for your organization.
If you would like to speak with our team to talk about Microsoft Teams Direct Routing or ask any questions you may have you can schedule an appointment.
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