Direct routing leverages the voice capabilities of Microsoft Teams so that contact center agents and knowledge workers can make and receive calls within Microsoft Teams. Customers are engaged effortlessly across the communications channels of their choice, while ensuring that the context and history of the dialogue always moves with them. Within Anywhere365 Direct Routing Contact Center for Microsoft Teams you can route dialogues based on numbers, skills, geography, IVR prompts, CRM data white or black-listing and VIP customer routing.