O365Eh! -

[@MyCopilot-anthonyrhopkins]

*Generated with Microsoft Copilot* 00:08-00:25 | Introduction to the Episode: The host welcomes everyone to the episode and introduces the guest, Filipp Seljanko, a principal program manager at Microsoft. Filipp oversees direct routing and PSTN calling infrastructure, including Operator Connect and calling plans. 00:26-00:40 | Filipp Seljanko’s Role: Filipp is welcomed to the show, and the host mentions that the topic of Microsoft voice is significant to them. Filipp is asked to introduce himself and discuss Survivable Branch Appliances (SBA) with Microsoft Teams. 00:41-00:58 | Filipp’s Background: Filipp shares that he has been with Microsoft for almost 13 years. He is the product manager responsible for direct routing and all its aspects, including the Survivable Branch Appliance. 00:59-01:16 | Responsibilities and Teams: Filipp explains that he works directly with engineering teams on infrastructure to enable PSTN connectivity in various Microsoft products. 01:17-01:29 | Importance of SBA: Filipp begins to discuss the importance of the Survivable Branch Appliance, emphasizing its critical role for companies and individuals who need PSTN connectivity at all times. 01:30-01:54 | SBA Use Case: Filipp describes a scenario where the SBA is essential, such as in a hospital during a natural disaster. Even if the internet is unavailable, the SBA ensures that Teams can still make and receive PSTN calls. 01:55-02:18 | Disaster Scenario: Filipp elaborates on the disaster scenario, explaining that even if the internet service provider cannot maintain connectivity, the SBA allows continued PSTN call functionality as long as there is electricity. 02:19-02:32 | SBA Functionality: Filipp highlights that the SBA enables users to receive and make PSTN calls internally and externally, even without internet access. 02:33-03:00 | Latest SBA Features: Filipp mentions the latest releases that enhance SBA functionality, including enabling VoIP communication between employees on-site via the SBA. 03:01-03:19 | SBA Overview: Filipp explains that the Survivable Branch Appliance (SBA) is a software appliance that runs on a virtual machine. This machine can be inside the Session Border Controller (SBC) or deployed on another device, but it must be on-site to maintain connectivity. 03:20-03:40 | Distribution and Integration: Microsoft distributes SBAs through partners and SBC vendors. Microsoft provides the SBA MSI installation package and necessary functionality for the Teams client, while SBC vendors integrate SBA configuration into their firmware. 03:41-04:08 | SBA Deployment and Support: Filipp details that SBC vendors distribute SBA as part of their software or as an external appliance, like Oracle. These vendors also provide first-line support and maintenance for the devices. 04:09-04:22 | On-Site Requirements: Filipp emphasizes that the SBC must be on-site to enable incoming and outgoing PSTN signals. The SBA supports microservices needed for Teams to operate without cloud connectivity, but only for PSTN calls. 04:23-05:00 | PSTN Connectivity: Filipp clarifies that the SBA ensures PSTN connectivity for making and receiving calls, not for chat or conferences. This is crucial for companies or institutions required by law to have local PSTN connectivity at all times. 05:01-05:24 | Legal Requirements: Filipp mentions that some companies, like those in mining, are legally required to maintain PSTN connectivity. For example, in Australia, a lack of PSTN connectivity can necessitate site evacuation, highlighting the importance of SBA. 05:25-06:00 | Teams Integration: Filipp explains that these companies prefer using Teams and eliminating legacy PBX systems. The SBA allows them to rely on Teams for PSTN calls, ensuring compliance with legal requirements and maintaining connectivity during emergencies. 06:01-06:25 | SBA in Emergency Services: Filipp highlights that many hospitals rely on Microsoft to provide SBA functionality, allowing them to continue using Teams during outages and ensuring they can provide services to users calling in via PSTN. 06:26-06:44 | Expanding SBA Functionality: Filipp mentions that Microsoft is continuously working on expanding SBA functionality. Recent releases have introduced a substantial set of new features to the Survivable Branch Appliance. 06:45-07:04 | Basic SBA Features: Filipp lists the basic features of SBA, emphasizing that users must always be able to make and receive PSTN calls. This is a fundamental requirement for the appliance. 07:05-07:22 | Blind Transfer Feature: Filipp introduces the blind transfer feature, which allows users to redirect calls to another person without consulting them first. This feature is particularly useful during outages. 07:23-07:43 | Call Forwarding: Filipp explains the call forwarding functionality for unanswered calls. Users can preconfigure a number or Teams user to which calls will be redirected during an outage. 07:44-08:07 | Preconfigured Call Forwarding: Filipp clarifies that new phone numbers for call forwarding cannot be configured during an outage; they must be set up beforehand. This ensures that unanswered calls are routed to the specified destination. 08:08-08:27 | Hold and Resume: Filipp mentions that the hold and resume feature for PSTN calls is available with SBA. This allows users to manage calls effectively even during outages. 08:28-09:03 | Single Destination Limitation: Filipp notes that currently, call forwarding can only be done to a single number or Teams user. Microsoft is working on a “simul ring” functionality that will allow multiple destinations, but for now, only one destination can be specified. 09:04-09:17 | Recent Additions to SBA: Filipp introduces the next significant feature added to SBA, which enhances the handling of call queues and auto attendant numbers during outages. 09:18-09:31 | Local Agent Redirection: Previously, SBA allowed specifying a local agent for call queues and auto attendants. During an outage, calls would be redirected to this local agent, ensuring continued functionality despite the loss of cloud connectivity. 09:32-10:04 | Alternative Call Queue Setup: Filipp explains the new feature allowing tenant admins to specify an alternative call queue or auto attendant number. This setup ensures that if the primary site experiences an outage, calls are redirected to agents outside the affected site, maintaining full functionality. 10:05-10:23 | Example of Alternative Call Queue: Filipp provides an example where a tenant admin sets a local agent as the first point of contact. If the local agent doesn’t respond within 10 seconds, the call is redirected to the alternative call queue, ensuring seamless call handling. 10:24-10:48 | Full Call Queue Experience: Filipp emphasizes that the caller receives a full call queue experience, including voice prompts and other functionalities, without noticing the redirection. This ensures that calls are not dropped and the service remains uninterrupted.

[@MyCopilot-anthonyrhopkins]

10:49-11:06 | No Timeout Option: Filipp mentions that tenant admins can configure the system to redirect all incoming calls to the alternative call queue immediately during an outage, without any timeout, ensuring continuous service. 11:07-11:25 | Expanding Call Queue Support: Filipp highlights that this new feature expands support for call queues and auto attendants, providing more robust options for handling calls during outages. 11:26-11:40 | Cloud Dependency: Filipp clarifies that the SBA does not provide full call queue or auto attendant functionality on-site. It still relies on the cloud for complete functionality, with the SBA redirecting incoming calls to local agents. 11:41-12:00 | Future Enhancements: Filipp hints at future enhancements to the SBA, indicating ongoing efforts to improve its capabilities and support for call handling during outages. 12:01-12:10 | Expanding Call Queue Support: Filipp reiterates that the latest feature expands support for call queues and auto attendants, but it does not provide full on-site functionality, as it still relies on the cloud. 12:11-12:34 | Cloud Dependency Clarification: Filipp clarifies that the SBA redirects incoming calls to a local agent but does not offer full call queue or auto attendant functionality on-site. It still depends on cloud connectivity for complete operations. 12:35-12:57 | Future Enhancements for Local Agents: Filipp announces that in the coming months, Microsoft will expand the SBA to allow tenant admins to specify a list of local agents. Calls will be directed to whoever picks up first, introducing simultaneous ringing functionality. 12:58-13:23 | Alternative Call Queue Functionality: Filipp explains that if a tenant admin specifies an alternative call queue number, the full call queue functionality will be available in the cloud, ensuring seamless operations during outages. 13:24-13:41 | VI Calls Between Local Users: Filipp highlights that users registered on the SBA can make VI calls to each other during an outage. These calls do not count as concurrent calls on the SBC, facilitating peer-to-peer communication on-site. 13:42-14:18 | Peer-to-Peer Communication: Filipp emphasizes the usefulness of peer-to-peer communication via the SBA, especially for large numbers of users registered on the same SBA. This feature ensures continuous voice communication during outages. 14:19-14:42 | VIIP Fallback Functionality: Filipp introduces the VIIP fallback functionality, where the Teams client checks if the recipient is registered on the local SBA. If not, it initiates a PSTN call, ensuring the call goes through. 14:43-15:17 | Ensuring Call Connectivity: Filipp explains that the Teams client will check for PSTN numbers if the recipient is not available for a VI call, ensuring that the call is completed via PSTN. This fallback mechanism guarantees call connectivity during outages. 15:18-15:42 | PSTN Call Initiation: Filipp explains that PSTN calls are initiated for external customers or employees outside the site experiencing an outage. This ensures continued communication even if users are not registered on the SBA or are working from home. 15:43-16:04 | Maintaining Connectivity: Filipp emphasizes the importance of maintaining connectivity for communication. If needed, users can switch to other communication methods or connectivity options. 16:05-16:17 | Overview of SBA Functionality: Filipp provides an overview of SBA functionality, including the latest features. He reiterates the importance of contacting SBC vendors to obtain the SBA. 16:18-16:37 | Contacting SBC Vendors: Filipp advises that to get the SBA, customers need to contact their SBC vendors, such as AudioCodes, Ribbon, Oracle, or TE Systems. These vendors distribute the SBA directly to their customers. 16:38-17:05 | SBA Package and Documentation: Filipp explains that SBC vendors provide the latest SBA package, configuration documentation, use case descriptions, and UI experience. Customers can set up all functionalities via the UI without needing to manipulate JSON files. 17:06-17:24 | Customer Questions: The host invites questions from the audience. Michael asks about the distribution and update process for SBA functionality. 17:25-17:55 | SBA Updates Managed by Vendors: Filipp confirms that SBA updates are fully managed by SBC vendors. Customers with existing SBAs need to wait for updates from their vendors and cannot download updates directly from Microsoft or through Windows Update. 17:56-18:32 | Proactive Update Requests: Filipp advises customers to proactively reach out to their SBC vendors to request the latest SBA package. He mentions that a minor bug was recently fixed and will be included in the next package. Due to the distribution model, Microsoft cannot update SBAs directly, so customers must rely on their SBC vendors for updates. 18:33-18:57 | Vendor List and Pricing: Filipp mentions that a list of SBA vendors is available on the Microsoft website, with links to their landing pages. Customers can reach out to these vendors for pricing and additional information. 18:58-19:12 | Support Path: Filipp confirms that customers should work directly with their SBC vendors for support. The first line of support, including troubleshooting and log analysis, is provided by the SBC vendors. 19:13-19:39 | Escalation Process: If the SBC vendor cannot resolve an issue, they can escalate it to Microsoft. Filipp explains that there is a direct line of communication between Microsoft and SBC vendors for reporting issues and requesting additional help. 19:40-20:12 | Collaborative Troubleshooting: Filipp describes the collaborative troubleshooting process involving the customer, SBC vendor, and Microsoft. This three-party investigation helps resolve setup issues and improve operations. 20:13-20:26 | Administration of Features: The host asks about the administration of SBA features, noting that configurations might differ depending on the vendor.

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20:27-20:57 | Configuration Methods: Filipp explains that the SBA provided to vendors is an MSI package with an API for configuration. Each SBC vendor builds their own UI or provides guidance on configuring JSON files to set up the SBA. 20:58-21:19 | Vendor-Specific UIs: Filipp notes that while the API is the same, the user experience can vary depending on the SBC vendor. For example, setting up an alternative call queue number and timeout period can differ across vendors. 21:20-22:06 | Teams Client Fallback: The host inquires about the fallback functionality in the Teams client. Filipp confirms that the Teams client must cache the address book to know which users are local and their phone numbers for initiating calls. 22:07-22:34 | Call from History: Filipp explains that the Teams client allows calls from history, quick dial, and other UI-related calling functionalities. Users can always open the dial pad and call any number, even during an outage. 22:35-23:03 | Stored Contact Data: Filipp mentions that the Teams client stores data and phone numbers of previously communicated contacts. Users can initiate calls from their call history or quick dial. 23:04-23:23 | Expanding Address Book: Filipp states that Microsoft is working on expanding the address book to include all tenant users with PSTN numbers. Currently, only the call history is available during an outage. 23:24-23:58 | Future Improvements: Filipp reiterates that the full address book is not yet available during outages, but improvements are underway to enhance this functionality. 24:05-24:24 | PSTN Number Fallback: The host asks about the PSTN number fallback mechanism. Filipp confirms that it is based on the Entra ID work number and goes through a list of associated phone numbers in priority order. 24:25-25:07 | Priority Order and Configuration: Filipp explains that the system picks the first available PSTN number. It does not automatically choose mobile numbers, but Filipp acknowledges the suggestion to enable configuration for priority order by users or tenant admins. 25:08-25:26 | Capturing Suggestions: Filipp agrees that enabling configuration for priority order is a good idea and notes it for future consideration. 25:27-25:48 | Cloud Service Outage: Another host asks about the SBA’s functionality during a cloud service outage. Filipp explains that the SBA was designed to address internet connectivity loss on-site, not cloud service outages. 25:49-26:42 | Cloud Reliability Investments: Filipp discusses Microsoft’s investments in cloud reliability to ensure stable phone services. He acknowledges that issues can still occur and mentions customer requests for additional features. 26:43-27:25 | Tenant Admin Control: Filipp mentions that customers have requested the ability for tenant admins to switch to SBA during Azure issues. This feature is in the backlog and is a high priority. 27:26-28:10 | Detecting Phone System Outages: Filipp explains that Microsoft is working on detecting phone system outages, such as issues with Teams infrastructure or PSTN connectivity. This would allow proactive switching to alternative solutions. 28:11-28:28 | Current SBA Support: Filipp reiterates that currently, the SBA only supports local internet outages. Future improvements will address broader outage scenarios. 28:29-28:44 | Client Token Struggles: The host transitions to discussing struggles with SBA, particularly around client tokens. Filipp acknowledges that extending SBA operation time is a frequently requested feature. 28:45-29:10 | Authentication Tokens: Filipp explains that SBA relies on authentication tokens, which have different lifetimes. One type lasts up to 24 hours, while another has a very limited lifetime of one hour. 29:11-29:49 | Short-Lived Tokens: Filipp notes that some companies prefer short-lived tokens to react more proactively to user-side issues. This has been a significant topic of discussion with customers. 29:54-30:20 | SBA Token Lifetime: Filipp explains that currently, the SBA can only operate during the lifetime of the authentication token. If the token was refreshed 23 hours before an outage, the user will have only one hour of SBA functionality. 30:21-30:48 | Upcoming SBA Release: Filipp announces that the next SBA release will support up to seven days of outages. This key functionality is planned for release in the very near future, within weeks. 30:49-31:38 | Extended Token Support: The new SBA release will allow the use of authentication tokens for up to seven days after expiration. Tenant admins can specify the period, with a default of seven days but options for shorter durations based on company policies. 31:39-32:10 | Full Functionality Support: Filipp confirms that all the latest SBA functionalities will be supported in the new release. Detailed public and vendor documentation will explain the scenarios in which connectivity will be maintained. 32:11-32:55 | Scenarios for Connectivity: Filipp outlines scenarios where connectivity will be maintained, such as not restarting the PC, closing the laptop, quitting Teams, or switching accounts. Expired tokens will still allow making and receiving PSTN calls. 32:56-33:15 | Customer Concerns: Michael asks about the consistency of outage support with the SBA. Filipp reiterates the current support for internet outages and discusses potential improvements for poor internet connectivity. 33:16-34:10 | Poor Internet Connectivity: Filipp mentions that handling poor internet connectivity is an idea in the backlog. Potential solutions include a manual switch by the tenant or proactive detection of poor connectivity to switch to SBA for PSTN calls. 34:11-34:47 | Future Plans: Filipp acknowledges that these ideas are in the backlog and plans but are not yet funded. He emphasizes that Microsoft is aware of the issues and potential solutions to improve SBA functionality. 34:48-34:54 | Conclusion: The host wraps up the discussion, thanking Filipp for the insights and updates on SBA functionality and future plans. 34:55-35:10 | Voice Resiliency Importance: The host asks about the importance of voice resiliency to customers and how they can provide feedback or ask questions about new features in SBCs and SBAs. 35:11-35:27 | Providing Feedback: Filipp explains that customers can reach out via LinkedIn, report concerns through SBC vendors, or use Microsoft support channels. There is also a customer feedback program where feedback is actively read and considered. 35:28-35:48 | Customer Feedback Program: Filipp shares that the customer feedback program includes proactive outreach and web pages for leaving feedback. He finds the feedback enlightening and encourages using all available resources. 35:49-36:11 | Direct Contact: Filipp invites customers to contact him directly on LinkedIn, where he is active and responsive. 36:12-36:17 | Closing Remarks: The host thanks Filipp for his insights, and Filipp signs off, wishing everyone a great day.