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Call2Teams
Frequently asked questions
Next Gen Sync & Auto Sync
Next Gen Sync is our overall update to the Call2Teams syncing process and will remain a manual sync. With Next Gen Sync, admins now have improved feedback and error messaging which enhances self-serve troubleshooting.
Auto Sync is a brand new feature within Call2Teams which removes the need for admins to manually perform sync changes.
The feature can be enabled via the Service portal, or alternatively, Partners can develop their own integrated solutions to fully automate the synchronisation of the Microsoft Teams Tenant elements.
The introduction of Next Gen Sync and Auto Sync isn't just about saving time. Our newest feature update unburdens IT admins, removes inefficiencies and delivers comprehensive error messaging.
With Next Gen Sync and Auto sync you can transform and simplify the end-to-end digital journey and provide syncing as a fully managed service.
To enable Auto Sync for your customers:
- Log in to your customer's service portal
- Navigate to your customer's Services tab
- Select the Teams tab
- Toggle on Auto Sync to enable the option
- Select Save
- Toggle Auto Sync on to active Auto Sync
- Select Proceed
- Grant consent on the Microsoft authorization screen
- The admin will then be required to authenticate the enterprise application and run a one-time manual provisioning sync
- With Auto Sync enabled, any further changes will automatically sync to Teams without the need for manual authorisation. With Auto Sync enabled Tenant Admins will still have the capability to run a manual sync if required.
Please note: If Call2Teams Go is enabled, this too requires authorisation and synchronisation as above.
The Auto Sync journey is simple:
1. A “Sync required” is detected when a user is changed / added or removed in the Call2Teams portal or via API.
2. The sync will trigger within 5 minutes using application-based authentication. This means that user intervention is not required after the initial activation step.
3. The sync will surface logs to feedback all changes and results of each command for the provisioning. This fully removes the risk of the sync failing due to a single failure in the process.
Yes, manual syncs are still possible with Auto Sync enabled. This can be helpful in a few scenarios:
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When changes lie outside of the current scope of the feature and may need user intervention.
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When you make a change to a tenant configuration that you wish to revert.
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When you need to run a sync to assist with diagnostics.
We provide API documentation to support your team when it comes to integrating with our services via the API.
Contact your account manager for more information or to set up a discussion.
If you are an existing Call2Teams partner looking to learn more, please reach out to your account manager. If you are not an existing partner and you would like to know more about Call2Teams or how syncing works, please contact us from this page.
Getting calling in Teams
To activate a dial pad in Teams you will need to have deployed voice.
The most important part of deploying voice in Teams is to choose the method that works for you: Calling Plan, Operator Connect or Direct Routing. Depending on which method you choose, you will also have to include some additional Microsoft licensing.
There are currently three options for organizations looking to route calls to and from Microsoft Teams. Those three ways of enabling voice in Microsoft Teams include:
- Direct routing – This brings your existing phone lines to Teams
- Microsoft Calling Plans – This effectively makes Microsoft your phone company, you purchase your plans and minutes straight from Microsoft
- Operator Connect – Microsoft’s newest offering brings line and minutes from you carrier of choice via a pre-engineered solution using Microsoft Azure Peering Service (MAPS) for voice.
These three options all provide a native Teams dial pad within the Teams interface, meaning that outbound, inbound, and call controls are within the Teams environment.
The most efficient (and most popular) way of connecting your existing phone system to Teams is Direct Routing.
Direct Routing is a toolkit that allows the integration of an existing phone system with Microsoft Teams – allowing users to make and receive external phone calls via the Teams dial pad.
The technical explanation: Direct Routing enables you to make and receive phone calls via the public switched telephone network (PSTN). The connection is made using a Session Border Controller (SBC) and session initiation protocol (SIP) trunks.
The simple stuff: If you’re looking at Direct Routing as an option, one of the best ways to connect your existing phones to Teams with minimal investment, technical knowledge or technical setup required, is to deploy a Direct Routing as a Service (DRaaS) option. DRaaS provides all of the technical stack that you will need, including SBCs.
Operator Connect offers the Teams administrator the ability to engage with Carriers for their lines and minutes, knowing that they have an approved and certified connection with Microsoft Teams.
It is the Microsoft-approved way for external Carriers to connect their phone systems to Teams.
When selecting this option, end-users not only have the flexibility of choosing their own Carrier, they can also be assured that the service, quality and customer experience levels set out by Microsoft are being met.
To start calling in Teams you will need:
1. A Microsoft Teams license, which can be purchased as a standalone or as part of a Microsoft 365 Business license.
2. A Teams Phone license, which again can be purchased as a standalone or as a part of the Microsoft 365 E5 subscription. Thanks to one of our newest add-ons Call2Teams Go, users are now able to get calling with minimal licensing costs
3. A calling solution which can be either a Microsoft Calling plan, a Direct Routing option or through an Operator Connect carrier.
For more information on Microsoft licensing, you can read more here.
Call2Teams partnerships
Partnering with Call2Teams is easy. Whether you’re a reseller, distributor or manufacturer, as part of a Call2Teams partnership we can ensure a rapid go-to-market and provide all the training and onboarding you will need.
This means that we help with everything from portal proficiency to sales strategy. From there it is up to you what kind of shape the partnership takes – how you sell Call2Teams is entirely up to you.
Our partnership doesn’t end once you start selling though, you will have a dedicated account manager alongside you every step of the way and full access to our support system.
Call2Teams follows a bespoke pricing structure. If you’re looking to find out more about the costs of Call2Teams you can reach out to your account manager or contact us here.
Onboarding with Call2Teams is incredibly streamlined.
After a discovery call and contract signing you will have a 90 day ramp-up period. Directly after signing we will set up a live portal for you and begin getting you up to speed on sales training, give you access to our extensive library of learning materials, and train you using our portal.
You will also have a direct link to our customer success team throughout the entire onboarding process.
As every Microsoft Tenant is different, setting up Call2Teams depends almost entirely upon your requirements. A simplified setup process includes contract signing, purchasing seats, adding configuration details, adding necessary authorisations and finally syncing to enable calling.
As part of your Call2Teams agreement you will also be able to work with our customer success team who will be able to smooth out any nuances and guide you through getting started.
Call2Teams is designed to play extremely well with others. It can be integrated with 30+ PBX networks and 30+ Trunk systems.
If a customer is using multiple PBXs at once Call2Teams can operate with them all simultaneously, performing a single platform configuration across multiple regions.
Have any more questions about Call2Teams?
Please don't hesitate to get in touch