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MS-721:Microsoft Teams Direct Routing Across All SBCs 

Introduction to the Course

This course is designed to provide an in-depth understanding of Microsoft Teams Direct Routing. You will learn how to connect Microsoft Teams to telephony networks using Session Border Controllers (SBCs). The course aligns with the MS-721 exam objectives and prepares participants to configure, manage, and troubleshoot Direct Routing in enterprise environments.

Course Objectives

The main goal of this course is to equip learners with practical skills and knowledge to implement Direct Routing successfully. By the end of the course, you will be able to design and deploy SBC configurations, manage voice routing, and ensure compliance with Microsoft Teams telephony requirements.

Why Learn Direct Routing

Direct Routing allows Microsoft Teams users to make and receive external phone calls without relying on Microsoft Calling Plans. Organizations can maintain existing telephony infrastructure while leveraging Teams as a unified communication platform. Understanding Direct Routing is crucial for network engineers, UC specialists, and IT administrators.

Core Concepts of Microsoft Teams Direct Routing

Direct Routing connects Microsoft Teams to the Public Switched Telephone Network (PSTN) through certified SBCs. The connection allows users to make outbound calls and receive inbound calls. The SBC acts as a bridge between the Teams environment and the external telephony system.

Understanding Session Border Controllers

SBCs are essential for Direct Routing. They handle signaling, media traffic, and security. Certified SBCs ensure compliance with Microsoft standards and provide reliable voice quality. This course will cover configuration, deployment, and troubleshooting of SBCs for Teams environments.

Overview of MS-721 Exam

The MS-721 exam validates your ability to implement, manage, and troubleshoot Microsoft Teams Direct Routing solutions. The exam focuses on configuring SBCs, routing policies, call queues, voice routing, and diagnosing common issues.

Key Skills Covered in This Course

You will learn to configure and manage Direct Routing, deploy SBCs, understand voice routing policies, integrate existing telephony infrastructure, and troubleshoot common issues. The course also emphasizes real-world scenarios to ensure practical understanding.

Course Structure

The course is divided into five parts. Each part focuses on a specific area of Direct Routing and SBC management. Part 1 covers course overview, introduction, and foundational concepts. Part 2 will dive into SBC deployment and configuration. Part 3 will cover voice routing policies and call handling. Part 4 focuses on advanced troubleshooting and optimization. Part 5 prepares you for the MS-721 exam with practice exercises and scenarios.

Prerequisites

Participants should have a basic understanding of Microsoft Teams, networking fundamentals, and enterprise telephony systems. Familiarity with SIP protocols and Windows Server administration will be beneficial.

Who This Course is For

This course is ideal for UC engineers, IT administrators, network engineers, telephony specialists, and Microsoft Teams consultants. It is also valuable for professionals preparing for the MS-721 exam or responsible for implementing Direct Routing in their organization.

Learning Outcomes

After completing Part 1, learners will have a solid foundation in Teams Direct Routing concepts. You will understand the role of SBCs, the benefits of Direct Routing, and how it integrates with Microsoft Teams. You will also know what to expect in the subsequent parts of the course.

Understanding the Benefits of Direct Routing

Direct Routing enables organizations to maintain control over their telephony systems while leveraging Teams as a hub for communication. It allows for cost optimization, better call quality, and seamless integration with existing infrastructure.

Role of Direct Routing in Enterprise Environments

Direct Routing supports complex enterprise scenarios, including multi-site deployments, disaster recovery, and hybrid voice strategies. Understanding these scenarios is critical for designing reliable Teams telephony solutions.

Introduction to Session Border Controllers

Session Border Controllers (SBCs) are the backbone of Direct Routing in Microsoft Teams. They handle signaling, media traffic, security, and interoperability between Teams and PSTN networks. Proper understanding of SBC deployment is critical for ensuring high-quality voice communication and compliance with Microsoft certification standards.

SBC Deployment Overview

Deploying SBCs involves planning, installation, configuration, and integration with Microsoft Teams. Organizations may deploy SBCs on-premises, in the cloud, or as a hybrid solution. Deployment choice depends on existing telephony infrastructure, network topology, security requirements, and scalability needs.

Prerequisites for SBC Deployment

Before deploying an SBC, ensure your environment meets necessary prerequisites. This includes a supported SBC model, up-to-date firmware, network readiness, proper firewall configurations, and administrative access to Teams and telephony systems. Network connectivity between the SBC and Microsoft Teams is essential.

Choosing the Right SBC

Selecting a certified SBC ensures compatibility and compliance. Microsoft maintains a list of supported SBCs for Direct Routing. Consider capacity, codec support, security features, and integration capabilities when selecting an SBC. Performance and redundancy requirements should also guide your decision.

Planning the SBC Deployment

Effective planning involves understanding the current voice infrastructure and defining deployment goals. Identify whether the organization requires centralized or distributed SBCs, how many users will rely on Direct Routing, and what redundancy strategy will be implemented. Mapping network topology and call flow diagrams can simplify the deployment process.

SBC Installation Process

SBC installation starts with provisioning hardware or virtual appliances. Connect the SBC to the network and configure IP addressing, DNS, and routing. Ensure proper time synchronization and verify connectivity to both the PSTN gateway and Microsoft Teams. Documentation of all network settings is essential for troubleshooting and maintenance.

Configuring SIP Trunks

SIP trunk configuration on the SBC enables communication with the PSTN. Define SIP signaling, codecs, transport protocols, and authentication settings. Test SIP trunk connectivity to ensure the SBC can send and receive calls without errors. Proper SIP trunk configuration is crucial for call quality and reliability.

Securing the SBC

Security is a critical component of SBC deployment. Enable TLS for signaling encryption, secure RTP for media streams, and implement firewall rules to restrict unauthorized access. Monitor logs and alerts to detect and mitigate potential security threats. Regular firmware updates also maintain SBC security compliance.

Integrating SBC with Microsoft Teams

Integration with Teams requires configuration of SBC FQDN, PSTN usage records, voice routes, and voice routing policies. The Teams Admin Center and PowerShell are used to define SBC connections. Proper integration ensures that calls are routed accurately between Teams users and external numbers.

Configuring Media Bypass

Media bypass improves call quality by allowing media streams to flow directly between the SBC and Teams endpoints without routing through Microsoft’s media servers. Configure media bypass carefully, considering network topology, firewall rules, and NAT settings. Verify that media streams are correctly flowing end-to-end.

Managing Call Routing Policies

Voice routing policies determine how calls are routed through SBCs to the PSTN. Configure policies based on user location, call type, and organizational requirements. Assign PSTN usages to routing policies to ensure calls follow the correct path. Testing routing policies helps identify misconfigurations early.

Configuring Dial Plans

Dial plans normalize user input and define how numbers are processed for routing. Configure normalization rules for internal extensions, local, national, and international dialing. Consistent dial plans simplify routing, reduce call failures, and ensure compatibility with PSTN numbering standards.

Redundancy and High Availability

SBC redundancy ensures uninterrupted voice services during failures. Deploy multiple SBCs in active-active or active-standby configurations. Configure load balancing, failover mechanisms, and health monitoring. High availability planning is essential for enterprise environments with critical communication requirements.

Monitoring and Troubleshooting SBCs

Monitoring SBC performance helps detect issues before they impact users. Use dashboards, logs, and alerts to track call quality, signaling errors, and network performance. Troubleshoot common issues such as call drops, one-way audio, codec mismatches, and SIP trunk failures. Regular monitoring ensures consistent service quality.

Optimizing SBC Performance

Optimize SBCs for call volume, codec selection, and signaling efficiency. Reduce latency, jitter, and packet loss by configuring network QoS settings. Regularly review SBC performance metrics and adjust configurations as needed to maintain optimal voice quality.

Interoperability Considerations

SBCs must interoperate with various PBXs, legacy telephony systems, and cloud services. Test interconnectivity scenarios and resolve any incompatibilities. Maintain updated documentation on all interoperability configurations to streamline troubleshooting and future deployments.

Advanced SBC Configuration

Advanced configuration may include routing rules, call forwarding, number translation, emergency call handling, and integration with monitoring systems. Implement configurations carefully to avoid conflicts or routing loops. Advanced features provide flexibility and resilience for complex enterprise deployments.

Backup and Disaster Recovery

Maintain backup configurations and disaster recovery plans for SBCs. Regularly export configuration files, document network settings, and define restoration procedures. Disaster recovery planning ensures that voice services can be restored quickly in the event of hardware failure or network issues.

SBC Firmware Management

Firmware updates ensure SBCs remain compliant with Microsoft standards and security requirements. Schedule updates during maintenance windows, verify compatibility, and test functionality post-update. Proper firmware management prevents unexpected service disruptions.

Verifying SBC Deployment

After deployment and configuration, verify SBC connectivity with Teams and PSTN. Test inbound and outbound calls, media streams, routing policies, and emergency call functionality. Verification ensures that the SBC operates correctly under real-world conditions.

Common Deployment Scenarios

Organizations may deploy SBCs in single-site, multi-site, or hybrid environments. Each scenario requires tailored configurations, routing strategies, and redundancy planning. Understanding these deployment scenarios helps administrators design scalable and reliable solutions.

Integration with Teams PowerShell

Teams PowerShell provides advanced configuration options for Direct Routing. Use PowerShell to create PSTN usages, voice routes, and routing policies. PowerShell automation simplifies deployment for large environments and supports repeatable, documented configurations.

Troubleshooting Call Quality Issues

Call quality problems may arise from network congestion, codec mismatches, media bypass misconfigurations, or hardware limitations. Use SBC logs, Teams Call Analytics, and network monitoring tools to diagnose issues. Corrective actions include adjusting QoS, codecs, or routing policies.

Summary of SBC Deployment

SBC deployment is a critical step in implementing Microsoft Teams Direct Routing. Proper planning, configuration, security, and monitoring are essential to ensure reliable voice services. Understanding SBC functionality and integration enables organizations to leverage Teams as a full-featured telephony platform.

Introduction to Voice Routing Policies

Voice routing policies control how calls are routed from Microsoft Teams to external phone networks through SBCs. These policies define which users can make calls, what numbers they can dial, and the PSTN usages applied. Understanding routing policies is essential for managing enterprise telephony in Teams.

Understanding PSTN Usages

PSTN usages determine which routes are available to a specific voice routing policy. Each PSTN usage represents a set of dialed number patterns. Assign PSTN usages to voice routing policies to control call access based on user roles, locations, or business requirements. This structure provides flexibility in large organizations with complex call flows.

Configuring Voice Routes

Voice routes specify how Teams routes calls through SBCs. Routes include the FQDN of the SBC, number patterns, and associated PSTN usages. Multiple routes can be configured for redundancy or load balancing. Testing each route ensures that calls are directed correctly to the intended telephony endpoints.

Assigning Policies to Users

After configuring voice routing policies, assign them to users or groups. Policies can be applied globally, by location, or individually. Assignments determine which calls each user can make. Use Teams Admin Center or PowerShell for bulk assignments, which is essential in large enterprises.

Dial Plan Fundamentals

Dial plans define how numbers dialed by users are normalized and translated before routing. Normalization rules convert user-entered numbers into E.164 format for PSTN compatibility. Dial plans ensure consistency, reduce call failures, and support internal extensions and international dialing.

Creating Normalization Rules

Normalization rules use patterns to match and transform dialed numbers. For example, converting local extensions into full E.164 format. Rules can be configured for internal numbers, local numbers, national numbers, and international numbers. Proper rules prevent misrouting and improve call reliability.

Assigning Dial Plans

Dial plans are assigned to users or groups to ensure correct number translation. Assignments can be location-based, role-based, or customized per department. Assigning dial plans carefully avoids conflicts and ensures calls are processed correctly across different regions or offices.

Managing Emergency Calling

Emergency calling requires special consideration in Direct Routing environments. Configure emergency dial plans and routes to ensure calls reach the correct Public Safety Answering Point (PSAP). Include location information for accurate response. Test emergency configurations regularly to comply with regulatory requirements.

Handling Call Queues and Auto Attendants

Call queues and auto attendants are critical for enterprise call management. Call queues distribute incoming calls to multiple agents, while auto attendants provide automated menus. Configure these features to integrate with voice routing policies and SBCs for seamless user experience.

Configuring Call Forwarding

Call forwarding ensures that calls are redirected to alternate numbers when a user is unavailable. Forwarding rules can be configured at the user level or globally. Consider integration with routing policies to prevent forwarding loops or misrouted calls. Test forwarding scenarios to verify functionality.

Managing Voicemail Integration

Voicemail plays a critical role in enterprise telephony. Ensure that routing policies and dial plans support voicemail systems. Configure SBCs and Teams policies to handle voicemail routing for external and internal calls. Proper configuration reduces missed communications and improves user satisfaction.

Handling International Call Routing

International calls require careful routing to minimize costs and ensure compliance. Use PSTN usages to define international dialing rules. Consider call restrictions for specific countries or regions. Configure SBCs to handle codecs and routing for international calls, maintaining call quality.

Enforcing Call Restrictions

Call restrictions prevent unauthorized or high-cost calls. Use voice routing policies and PSTN usages to limit outbound calls. For example, restrict international calls for certain user groups. Monitoring and reporting help ensure compliance with corporate policies and reduce telephony costs.

Configuring Voice Routing for Multiple Sites

Enterprises with multiple sites require site-specific voice routing policies. Assign PSTN usages and routes based on physical location. Ensure redundancy between sites to handle failover scenarios. Multi-site configurations improve resiliency and simplify management of complex deployments.

Monitoring and Troubleshooting Call Routing

Regular monitoring ensures that calls follow correct routes and policies. Use Teams Call Analytics and SBC logs to identify routing failures, misconfigurations, or call drops. Troubleshoot issues by verifying PSTN usages, routes, dial plans, and policy assignments.

Advanced Routing Scenarios

Advanced scenarios include load balancing between multiple SBCs, integrating legacy PBX systems, and handling hybrid deployments. Consider failover routes, translation rules, and media bypass configurations. These scenarios enhance scalability and reliability in enterprise deployments.

Integrating Teams with Legacy PBX Systems

Many organizations maintain existing PBX systems while adopting Teams Direct Routing. Configure routes and normalization rules to ensure seamless interoperability. Test calls between Teams and PBX extensions. Document configurations for future maintenance and troubleshooting.

Using PowerShell for Routing Automation

PowerShell allows administrators to automate routing policy creation, assignments, and dial plan updates. Scripts can handle bulk user configurations, policy changes, and troubleshooting tasks. Automation improves efficiency, reduces human error, and supports large-scale deployments.

Reporting and Analytics

Monitoring call quality, usage patterns, and routing efficiency is essential. Teams provides analytics dashboards, while SBCs provide logs and metrics. Use these tools to identify bottlenecks, optimize routing policies, and plan capacity expansions.

Optimizing Voice Routing for Performance

Optimization focuses on call quality, latency, and cost efficiency. Adjust codec selection, prioritize traffic with QoS, and refine normalization rules. Regular review of routing policies and PSTN usages ensures efficient, reliable, and scalable voice communication.

Voice Routing and Dial Plans

Proper voice routing, dial plans, and policy management are critical for Direct Routing success. These configurations ensure calls are routed efficiently, securely, and reliably. Understanding policy assignment, normalization rules, emergency handling, and advanced routing prepares administrators to manage complex Teams telephony environments.

Introduction to Advanced Troubleshooting

Troubleshooting Direct Routing in Microsoft Teams requires understanding SBCs, voice routing policies, dial plans, and media flows. Effective troubleshooting ensures call reliability, high-quality audio, and minimal disruptions in enterprise environments. Advanced troubleshooting focuses on identifying root causes and applying corrective actions efficiently.

Understanding Common Call Issues

Common call issues include one-way audio, dropped calls, delayed signaling, and failed call connections. These issues often result from network congestion, misconfigured SBCs, improper dial plans, or codec mismatches. Identifying the type of problem is the first step in resolving it effectively.

Using Teams Call Analytics

Teams Call Analytics provides detailed insights into call quality, user experience, and device performance. Administrators can view call records, analyze trends, and identify anomalies. Call Analytics helps pinpoint whether issues are user-specific, network-related, or related to SBC configuration.

Interpreting SBC Logs

SBC logs contain detailed information about signaling, media streams, and SIP transactions. Reviewing these logs is critical for diagnosing call failures, media errors, and protocol mismatches. Understanding log entries allows administrators to isolate issues and take corrective measures quickly.

Diagnosing One-Way Audio

One-way audio occurs when one participant cannot hear the other. Common causes include misconfigured media bypass, NAT issues, firewall restrictions, or codec incompatibilities. Use SBC logs and Teams call traces to identify the affected media path and apply fixes such as adjusting NAT rules or enabling proper media relay.

Resolving Dropped Calls

Dropped calls can result from network instability, high latency, or SIP session timeouts. Monitoring network performance and verifying SBC health helps reduce call drops. Adjusting session timers, applying firmware updates, and ensuring proper route prioritization are effective corrective actions.

Troubleshooting Call Failures

Failed calls may result from misrouted numbers, incorrect PSTN usages, or policy misassignments. Verify dial plans, voice routing policies, and SBC configurations. Testing calls with different endpoints and analyzing failure codes ensures accurate problem identification.

Network and QoS Considerations

Network performance directly impacts call quality. Implement Quality of Service (QoS) to prioritize voice traffic over data traffic. Monitor latency, jitter, and packet loss to ensure optimal call quality. Network segmentation for voice traffic can also improve reliability.

Advanced SBC Troubleshooting

SBCs handle both signaling and media streams. Advanced troubleshooting includes verifying TLS connections, checking codec compatibility, and inspecting SIP OPTIONS messages. Test failover scenarios and redundancy configurations to ensure continuous service during outages.

Monitoring Media Quality

Media quality depends on bandwidth, codec selection, and network conditions. Use monitoring tools to assess MOS (Mean Opinion Score), jitter, latency, and packet loss. Identify bottlenecks and adjust configurations to maintain high-quality audio for all users.

Handling Interoperability Issues

Direct Routing may need to integrate with legacy PBXs or other telephony systems. Interoperability issues can include call routing conflicts, codec mismatches, and SIP header discrepancies. Testing multiple call scenarios and adjusting normalization rules ensures seamless communication.

Troubleshooting Emergency Calling

Emergency calls must be routed accurately. Verify that emergency dial plans, PSTN usages, and SBC configurations are correct. Test calls from different locations and endpoints to ensure accurate location reporting and connectivity to the correct PSAP.

Diagnosing International Call Problems

International calls can fail due to dialing errors, restricted PSTN usages, or routing conflicts. Check dial plans, voice routes, and SBC codec support. Consider time zone differences, network latency, and international regulations when troubleshooting.

Logging and Diagnostics Tools

Effective troubleshooting requires comprehensive logging. Enable SIP debug logs on SBCs, capture Teams call traces, and monitor network traffic. Use diagnostic tools to correlate call failures with network or configuration issues. Proper logging speeds up problem resolution.

Troubleshooting Media Bypass Issues

Media bypass can improve performance but may introduce issues if not configured correctly. Verify direct media paths, firewall rules, and NAT settings. Test end-to-end media connectivity and adjust bypass settings to resolve audio problems while maintaining call quality.

Identifying Codec Mismatches

Codec mismatches can result in poor audio quality or call failures. Ensure that SBCs and Teams endpoints support compatible codecs. Adjust codec priority lists and test calls under different network conditions to confirm correct negotiation and optimal quality.

Advanced Routing Troubleshooting

Voice routing policies and PSTN usages may cause unexpected call paths. Analyze routing configurations, verify PSTN usage assignments, and simulate calls to different destinations. Correct misconfigurations to ensure that calls follow intended paths reliably.

High Availability and Failover Testing

Test SBC redundancy and failover configurations regularly. Simulate failures to verify that traffic shifts seamlessly between active and standby SBCs. High availability ensures uninterrupted voice services in enterprise environments with critical communication requirements.

Performance Tuning for SBCs

Optimize SBC performance by reviewing session capacity, CPU usage, and memory utilization. Adjust call handling limits, codec settings, and session timers to improve efficiency. Regular performance tuning prevents call degradation and supports growing user bases.

Using PowerShell for Troubleshooting

PowerShell scripts can retrieve configuration details, analyze user assignments, and test routing policies. Automation reduces manual steps and helps quickly identify misconfigurations. PowerShell is also useful for bulk troubleshooting in large-scale deployments.

Integrating Monitoring Dashboards

Monitoring dashboards provide real-time insights into call quality, SBC health, and routing performance. Use dashboards to track trends, detect anomalies, and proactively address potential issues. Combine Teams analytics with SBC monitoring for comprehensive visibility.

Capacity Planning

Capacity planning ensures that SBCs and network infrastructure can handle peak call volumes. Analyze historical call data, forecast growth, and allocate resources accordingly. Proper planning prevents bottlenecks and maintains call quality as the organization scales.

Troubleshooting Hybrid Deployments

Hybrid deployments with Teams, SBCs, and legacy telephony systems introduce complexity. Verify call flows across environments, check policy assignments, and test interconnectivity. Document hybrid configurations for consistent troubleshooting and maintenance.

Root Cause Analysis

Effective troubleshooting includes performing root cause analysis to prevent recurring issues. Examine logs, configurations, and network performance metrics. Apply permanent fixes rather than temporary workarounds to maintain system reliability.

Best Practices for Ongoing Maintenance

Regular maintenance prevents call failures and performance degradation. Update SBC firmware, review routing policies, audit dial plans, and monitor call quality. Establish standard operating procedures for proactive troubleshooting and optimization.

Summary of Advanced Troubleshooting

Advanced troubleshooting covers call quality, routing, SBC management, interoperability, emergency calling, and hybrid environments. Understanding these areas ensures reliable, high-quality voice communication. Administrators gain the skills to quickly identify issues, optimize configurations, and maintain resilient Teams Direct Routing deployments.

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