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Smooth call flows using Microsoft Teams Auto Attendants and Call Queues

Track: Business Voice
Level: 200 - Learner

Microsoft Teams is used more and more as a complete replacement for legacy PBXs especially in small and medium businesses (SMBs). To cope with many incoming PSTN calls Teams provides lightweight call distribution and call flow capabilities which can enable your organization for a better, more structured and more collaborative way of handling calls. Just routing incoming PSTN calls to employees does not gurantee a smooth calling experience for callers and callees. That’s why it is important to design and build smooth call flows with the goals of a good caller and callee experience in mind.
The key learnings of this session are a technical overview on native call flow capabilities in Microsoft Teams Calling, some examples and hints based on Erik’s field experience to create smooth call flows for teams dealing with a medium call volume each day.


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Erik Kleefeldt
I’m Senior Technology Consultant focusing on delivering communication and collaboration services. My goal is to enable companies and their users for a modern workplace. To do so I focus on Microsoft Teams and (still) Skype for Business (Server) depending on the requirements. I’ve been working in several areas and topics in IT for more than 12 years by now.The last few years I speak occasionally at local events in Germany and on online events to share what’s important to know based on my experience in the field as well as what’s new in Microsoft Teams. More often I provide workshops, trainings and advisories regarding Microsoft Teams, Microsoft 365 and related technology to help people and companies to achieve more with a modern workplace technology. The breath and depth varies depending on the audience, which can be from power users, administrators to CxO.
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