Start with the operating model, not a feature checklist
Native Teams calling and queues can be a good fit for straightforward call distribution. Rewind is for teams that need to operate a contact centre on top of Teams Phone: richer routing decisions, a live view of service level, callback workflows, reporting and an optional recording layer with Australian storage.
The agent experience remains familiar. Calls ring in the Teams client agents already use, rather than requiring a second softphone. Rewind provides the surrounding contact-centre workspace for queues, agents and supervisors, while Teams Phone remains the foundation for the call.
Where Rewind extends the queue workflow
- Call treatment: configurable multi-level IVR, greetings, business hours and overflow.
- Routing: skills, priority, longest-idle and queue-specific rules.
- Live operations: wallboards for waiting calls, longest wait, availability, SLA and abandons.
- Supervisor workflow: active-call detail, monitoring and barge on connected calls.
- Follow-up: callbacks, dispositions, reporting and CSV export.
- Optional recording: Teams policy recording with encrypted, per-tenant Australian storage.
Choosing Rewind does not mean changing your existing number arrangement. It works with Teams Phone numbers on Direct Routing, Operator Connect or Calling Plans, without porting numbers or connecting SIP trunks to Rewind. That lets the decision focus on the service workflow rather than a telephony migration.
The practical comparison is to map your own queue, reporting, recording and supervisor requirements, then test the resulting agent and caller flow. Rewind has a 7-day trial with no credit card for teams that want to assess the workflow on their own Teams numbers.
Frequently asked questions
Does Rewind replace Microsoft Teams for agents?
No. Rewind is designed for calls to ring natively in the Teams client agents already use.
What does Rewind add around Teams queues?
Rewind adds configurable IVR, skills-based routing, live wallboards, callbacks, SLA reporting, supervisor tools and optional compliance recording.
Can we keep our existing Teams Phone numbers?
Yes. Rewind works with existing Teams Phone numbers through Direct Routing, Operator Connect or Calling Plans without number porting.
Assess the queue workflow on your Teams numbers.
Start a 7-day trial with no credit card, or book a chat about your routing, reporting and recording requirements.