Run queues and routing on your Teams numbers
Rewind is a Teams-native contact centre layer for organisations already using Teams Phone. It adds the workflow that busy service teams need around calls: a configurable IVR, skills-based routing, business hours, overflow paths, callbacks and live visibility of the floor.
Agents answer calls in the Teams client they already use. Supervisors see calls waiting, longest wait, agent availability, service level and abandons on a live wallboard. They can open call detail, monitor a connected call or barge when appropriate. The aim is to make Teams Phone operational for a service desk or contact centre without replacing its familiar calling experience.
What Rewind adds
- IVR and queues: configure multi-level menus, greetings and queue destinations.
- Skills-based routing: use skills, priority, longest-idle, business hours and overflow rules.
- Live wallboard and SLA: understand queue pressure and agent availability as it happens.
- Callbacks and reporting: offer callers an alternative to waiting, then report by queue, agent, outcome or time.
- Recording option: add Compliance Recording for Teams policy recording and Australian storage.
Rewind works with existing Teams Phone numbers using Direct Routing, Operator Connect or Calling Plans. There is no number porting, no SBC and no SIP trunk to Rewind. New tenants connect Teams, map a resource account, configure queues and agents, then take calls through the normal Teams client.
Frequently asked questions
Does Rewind replace the Microsoft Teams client?
No. Calls ring natively in the Teams client agents already use.
Can Rewind use existing Teams Phone numbers?
Yes. Rewind works with Teams Phone numbers using Direct Routing, Operator Connect or Calling Plans, without number porting.
What contact centre features does Rewind add?
Rewind adds IVR, skills-based routing, queues, callbacks, live wallboards, SLA reporting and supervisor tools.
Try a contact centre on your Teams numbers.
Start a 7-day trial with no credit card, or book a chat about queues, routing and recording.