Teams call routing

Stratus Team Advanced Routing for Microsoft Teams

Why not use Microsoft Teams for your customer service lines and help desks as well? Stratus Team adds call queueing, opening hours, reporting and advanced routing functionality to Teams. The seamless integration enables employees to take calls, view KPI dashboards, obtain detailed customer service reporting and administer the solution directly in their Teams client.

Improve productivity
  • MS Teams for all calls
  • Balance organization workload
  • Detailed reporting
Customer satisfaction
  • Short waiting times
  • High first contact resolution
  • Low handling times
Fully cloud-based
  • Flexible subscription model
  • No fix costs
  • Continuous feature updates

Highlights

Teams Advanced routing reporting
Dashboard

The dashboard offers valuable insights at a glance to enable informed decisions to adapt processes and manage staff members to meet customer service requirements.

Teams Advanced routing opening hours
Opening hours

No more IT-support: Within seconds, team leaders can change opening hours themselves in the user-friendly interface directly in the Teams client.

Teams Advanced routing report
Workflows

Team leaders manage greetings, out of hours call handling, hold music, and other callflow settings to allow real-time customer service changes.

Customer success stories

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Selected features

Routing

  • Call queue
  • Presence-based call distribution
  • Longest idle
  • Simultaneous ring
  • IVR menu
  • Voicemail
  • Predefined call flows

Microsoft Teams user

  • All calls handled inside MS Teams client
  • Opt in/out of service teams
  • Same user experience as MS Teams calls

Reporting

  • Dashboard
  • Historical Reporting
  • Data export to Excel
  • Templates for Power BI

Self service with Teams

  • Opening hours
  • Greetings
  • Adjusting of forwarding targets
  • User management in Teams client
  • User availably
  • Role-based access

The nitty gritty to get you started

Investments

  • One-time onboarding fee using standard workflows
  • Annual subscription for every service queue
  • Optional add-on Attendant Console for easy transfers

User Client

The Luware Advanced Routing uses Microsoft Teams voice for calls. Routed calls will ring at the user in the same way as any other internal or external call in Microsoft Teams. Changes to the call flows (opening hours, announcements etc.) can be done directly inside the Teams client or in a web browser depending on user preference.

Requirements

These requirements must be met in order for you to use our solutions:

  • Microsoft Teams licenses (check plans & prices on microsoft.com)
  • Microsoft Teams Client installed on the end devices
  • Any device with audio – desktop, laptop, smartphone. (We recommend the use of Microsoft Teams-enabled headsets to ensure optimal audio quality.)

Technical Prerequisites

Deployment

Your Direct Routing service provider or private SBC have a TLS-secured SIP connection to the Luware Advanced Routing for incoming calls. Calls to the users are distributed via Microsoft Federation. Teams user direct calls flow in and out over the Direct Routing path.

Support & service

  • Hosting & updates included
  • 7am-7pm Basic Support (Central European Time/Central European Summer Time)
  • Terms and conditions according to our SaaS Agreement
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Download our product booklet as PDF to have all the information about our Advanced Routing solution in one place.

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