Open for Microsoft Teams

Microsoft Teams Phone remains the phone system. Users, devices (Teams desktop/mobile, certified Teams phones, headsets), Auto Attendants, Call Queues, dial plans, and the Teams admin center all stay in place. Open joins as a SIP destination either through Direct Routing (you pair a Session Border Controller to Open) or by being routed to via a Call Queue / Auto Attendant external transfer.

For Direct Routing, the typical setup uses an SBC like Ribbon, AudioCodes, Oracle, or AWS-hosted SBCs. You add Open as a SIP peer the SBC can route to, and configure a Teams voice route that targets Open for the call patterns you want AI'd. Teams handles the user side, Open handles the AI side. SIP REFER takes care of escalations back to Teams users.

For Operator Connect, the integration is even cleaner: an Operator Connect partner brings the carrier connection, and Open lives behind it as a SIP destination the partner trunk can route to. From Microsoft's perspective, calls land on a normal Teams number and route via Auto Attendant / Call Queue — Open is the destination on the branch you opt-in.

What the AI does on the call: it listens, reasons over your knowledge base and connected tools (Microsoft 365 Graph, Dynamics 365, Salesforce, ServiceNow, Zendesk, calendar, payments), and acts. When the AI needs a human, it warm-transfers back to a Teams user, Auto Attendant, or Call Queue via SIP REFER, with the live transcript and detected intent posted to the call leg in Teams' analytics.

Billing stays predictable. Microsoft keeps invoicing your Teams Phone licenses and any Microsoft Calling Plan minutes. Open charges per resolved conversation, with no markup on Teams minutes and no extra Teams licenses needed for an AI front-line.