Teams Calling Implementation Project – Glossary

Anywhere365 is UCF’s Contact Center solution for Microsoft Teams Calling. The solution allows the UCF contact center, or “call center” agents to handle inbound and outbound calls.

Contact Centers and call centers are both centers for customer service, and the two terms are often used interchangeably. Contact centers manage inbound or outbound calls for customer support, including email, chat, and website support.

With external access, also known as federation, UCF faculty and staff will be able to find, call and use native chat with people outside the University within Microsoft Teams. This is different from guest access which lets you add individual users from outside UCF to your teams and channels in Microsoft Teams. 

Microsoft Teams is an online collaboration workspace that brings together instant messaging, threaded conversations, meetings, audio or video calls, desktop and file sharing, and more. It works seamlessly with Office 365 apps like Word, Excel, PowerPoint, OneDrive, SharePoint, and OneNote. All UCF faculty and staff have access to Microsoft Teams.

In basic terms, an Office 365 tenant is the focal point how UCF manages all the Microsoft cloud-based services (Microsoft Teams, Sharepoint, OneDrive, Skype for Business, email, etc).

Skype for Business is an easy-to-use interface that allows users to communicate through text chat, voice calls, video calls and online meetings. You can use Skype for Business from nearly any Windows PC or mobile device on campus or anywhere in the world you have Internet access.

Microsoft Teams will be replacing Skype for Business for all UCF faculty and staff.

Voice over Internet Protocol (VoIP) or IP phone service enables calls and capabilities such as video calling and conferencing through an internet connection and replaces traditional phone service.