Keep your Teams Phone foundation
When reviewing a Teams Phone contact-centre arrangement, separate the number and carrier decision from the workflow your service team needs. Rewind focuses on that workflow. It adds routing, queues, visibility and recording around calls while agents continue to answer natively in the Teams client.
That approach means organisations can continue to use existing Teams Phone numbers through Direct Routing, Operator Connect or Calling Plans. Rewind does not require number porting, an SBC or SIP trunks to Rewind. Instead, a resource account is connected to Rewind, then queues, agents, IVR options and recording policy are configured in the app.
What to assess in a transition
- Call flow: map existing numbers, queues, business hours, overflow and callback requirements.
- Agent experience: confirm agents continue to receive calls in the Teams client they already know.
- Operations: test wallboard, SLA and reporting requirements against real queue activity.
- Recording: choose who needs Compliance Recording and apply retention, legal-hold and consent settings.
- Storage: assess Australian storage and audit requirements for recordings.
Rewind provides IVR, skills-based routing, longest-idle and priority rules, wallboards, callbacks, reports and supervisor tools. Compliance Recording is optional, so recording coverage can be assigned only where it is needed. The platform records to encrypted, per-tenant Australian storage with retention and legal-hold controls.
This page intentionally does not state a supplier withdrawal date. Confirm any product lifecycle date directly with the relevant provider as part of your own transition planning.
Frequently asked questions
Can Rewind run on an existing Teams Phone environment?
Yes. Rewind works on existing Teams Phone numbers using Direct Routing, Operator Connect or Calling Plans.
Do we need to port numbers to Rewind?
No. Rewind does not require number porting, an SBC or SIP trunks to Rewind.
What does Rewind add to Teams Phone?
Rewind adds IVR, queues, routing, wallboards, reporting, callbacks and optional compliance recording with Australian storage.
Plan your Teams Phone contact-centre next step.
Start a 7-day trial with no credit card, or book a chat to work through your existing numbers, queues and recording needs.