transferring right first time
Your colleague can see in advance who can pick up, so transferring is right first time.
Unexus Connect · Microsoft Teams
customer contact in Teams with Unexus Connect
Meetings, chats, sharing documents: a large part of your working day happens in Teams. The Unexus Teams integration brings your customers there too. Calling and being called on your own business number, straight from Teams with Unexus Connect.
The platform checks Teams to see who can actually answer.
And skips whoever is in a meeting.
01 · sound familiar?
blind transferring
Teams knows exactly who is free, who is on a call and who is in a meeting. Your telephony system just could not talk to it until now. Think of it as two systems in the same building, with the same colleagues in them, pretending they have never met. Not ideal. So we make that connection for you.
- You transfer a call to someone who cannot pick up. Every single day.
- Two telephony environments. Two lots of administration, twice the work to find out what went wrong.
- Everyone works hybrid. That does not make it any easier.
02 · what it is
Unexus Connect calls the shots
The Unexus Teams integration lets Microsoft Teams and Unexus Connect work together. Your colleagues carry on working in Teams. In the background Unexus Connect decides who gets the call, who is available and what ends up in the reporting. Teams is what you see, Unexus Connect is what makes it add up. No migration. No second system. No nine-month project.
The link comes in two parts. You choose what suits you: either one of the two, or both.
Availability
Teams knows whether you are free, on a call or in a meeting. From now on Unexus Connect knows that too. Every call therefore goes straight to someone who can actually pick up.
Calling from Teams
Calling and being called on your own business number, straight from Teams. No extra app and no separate handset needed.
03 · what you get out of it
why you want to call from Teams
calling without switching screens
You call a customer back from the same screen where you were in a meeting a minute earlier.
everything in one report
All calls keep running through Unexus Connect, so everything is in one report.
nothing new to learn
Your colleagues have nothing new to learn. Saves another manual.
04 · who notices
they profit from it straight away
Your colleague
Sees in advance who is available and transfers right first time. That saves time every day, for her and for the colleagues around her.
Your manager
All calls and figures sit together in Unexus Connect. One report, with a reachability figure you can steer on.
Your caller
Wants one thing: someone on the line who can help.
Your IT colleague
Manages one telephony setup, with all call rules in one place.
05 · how it works in practice
an ordinary Tuesday morning
A resident calls about their application. Normally something for Lianne, but she is in a Teams meeting. Unexus Connect already knows that and sends the call straight to a colleague who is free and knows what it is about. They see the call come in on Teams, pick up and help the caller.
Resident helped, meeting undisturbed, nobody left on hold for nothing.
06 · what you need to arrange
less than you think
Linking availability is a matter of weeks. Calling from Teams takes a little longer, because telephony is involved.
This is our estimate for a common set-up. If yours is different, you will hear that from us before we start.
lead time
Availability only
one to two weeks
Calling from Teams
two to four weeks
Sorted in four steps
-
step 1
We agree together what you switch on and what your call rules look like.
-
step 2
We make the link with Teams.
-
step 3
We configure and test, and you sign off.
-
step 4
We go live. And make sure everyone knows who covers what.
flawless integration
meetings and customer contact in the same place
07 · for your IT colleague
what is under the bonnet
Everything your IT colleague wants to know before saying yes.
the technical details Licence · Integration · Administrators · Numbers
| Availability | Calling from Teams | |
|---|---|---|
| Licence | Unexus Connect Teams Integration | Unexus Connect Teams Integration, plus Microsoft Teams Phone per user |
| Integration | Microsoft Graph | Custom domain and SBC configuration, secured with TLS and SRTP |
| Administrators | Azure and Teams Administrator | Azure Administrator and Teams Telephony Administrator |
| Numbers | not needed | E.164 direct dial numbers, correctly configured |
Unexus Connect stays in charge of routing, call rules and reporting. Staff in a contact centre or hunt group sign in through the Unexus client for their availability and group functions. Teams acts as the softphone. That keeps the technology where it belongs: in the background.
08 · privacy principles
what we see, and above all what we do not
To know whether you are available, Unexus Connect only needs your Teams status. Free? On a call? In a meeting? That is all. The content of your chat is none of our business. And Teams calls are not simply recorded either.
If you call through Teams, the voice runs over a secured connection. The telephony itself stays inside your Unexus environment. Including routing and, if you have set it up that way, call recording.
And the data? We process it under the European guidelines. Also worth knowing: Unexus Connect holds the Microsoft 365 App Certification for the Teams integration, and Unexus is ISO 27001 certified.
questions you probably have by now
Can we switch on availability only?
Yes. The integration comes in two parts and you take one or both. Availability alone is arranged in one to two weeks and needs no changes to your telephony.
Do we need Microsoft Teams Phone?
Only if you also want to call from Teams. In that case each user needs a Teams Phone licence, alongside our own licence for the integration. For availability only you do not.
Will our reporting still add up?
Yes, because every call still runs through Unexus. You do not end up with a second telephony world producing numbers that do not match the first.
Do you read our Teams chats?
No. We only synchronise the status: free, on a call or in a meeting. Chats stay out of view and we do not take over Teams calls.
Do our colleagues have to learn something new?
They keep working in Teams, where they already work. Anyone in a contact centre or hunt group also signs in to the Unexus client for availability and group functions.
What if someone sets themselves to do not disturb?
They are not offered any calls. Which is exactly why this needs an agreement alongside it: when do you do that, and what does it mean for the customer on the line. We have that conversation with you during the set-up.
09 · closing
want to see how that works?
Half an hour. That is all it takes to show you how it works in your situation. Bring your Teams administrator along. Then we can pick up the technical questions at the same time.
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