Synchronize Users from Microsoft Entra ID to Cloud Voice

Once Cloud Voice is connected to Microsoft Entra ID, you can have the system pull user accounts from your directory and turn them into extensions. You choose which users are in scope, how their extension numbers are assigned, and which directory fields are copied onto each extension. From then on, Cloud Voice keeps those extensions aligned with the source accounts on every sync.

You can work in one of two ways: synchronize a whole range of directory users at once and let Cloud Voice create their extensions automatically, or hand-pick individual users and map each one to a specific extension yourself.

Note

The number of Entra ID users you can bring in is capped by how many extensions your Cloud Voice system is licensed to create.

Before you begin

Cloud Voice must already be integrated with Microsoft Entra ID. Which integration guide applies depends on your system’s firmware version:

• Version 84.22.0.138 or later, see Integrate Cloud Voice with Azure Active Directory.
• A version earlier than 84.22.0.138: see Integrate Cloud Voice with Azure Active Directory (Legacy).

Synchronize a range of users

Use this approach to sync everyone within a defined scope and let Cloud Voice provision extensions for them automatically.

1. Sign in to the Cloud Voice web portal and go to Integrations > Collaboration.

2. In the User Synchronization section, turn the switch on.

   

3. From the User Range for Extension Auto Creation drop-down list, choose which directory users should be synced and given extensions.

   

   Option	What it does
   All Users	Syncs every user in Microsoft Entra ID and creates an extension for each one.
   Users of Specific Type	Syncs only the user type(s) you pick, then creates their extensions. Select the type(s) in the User Type drop-down list: Member covers all member accounts in your directory, and Guest covers all guest accounts.
   Users in Specific Group	Syncs the users belonging to the group(s) you pick, then creates their extensions. Select the group(s) in the Group drop-down list.

   Note

   If you later narrow or change the range, the Auto delete the Extensions no longer in sync option controls what happens to extensions whose users are no longer in scope. Select it to remove those extensions on the next sync, or leave it cleared to keep them and have Cloud Voice manage them from that point on.

   

4. From the User’s Extension Number drop-down list, decide how extension numbers are assigned.

   

   Option	What it does
   Assign Automatically	Numbers extensions sequentially from a starting point. Enter that value in the Start Extension Number from field.
   Read Specific Property Value	Takes each extension number from a directory property, which is useful when your users already have phone extensions recorded in Entra ID and you want to preserve them. Enter the property that holds the numbers (for example, businessPhones) in the Property Name field.

   Tip

   See Microsoft’s user resource reference for valid property names.

5. From the Delete the Extension when its associated user account is drop-down list, pick the account state(s) that cause Cloud Voice to stop syncing a user and remove their extension.

   

   Option	What it does
   Disabled	When an account is disabled in Entra ID, Cloud Voice stops syncing it and deletes the linked extension.
   Deleted	When an account is deleted in Entra ID, Cloud Voice stops syncing it and deletes the linked extension.

   Caution

   These states delete the linked extension, they do not just pause it. Choosing Disabled means an account that is only temporarily disabled in Entra ID (for example, a user on leave) loses its extension and any settings tied to it. Pick the state(s) that match how your organization manages accounts.

6. Set the remaining synchronization options to suit your needs.

   

   Option	What it does
   Auto associate Extensions with the Users that share the same email address	Determines how Cloud Voice handles a directory user whose User principal name (UPN, usually the user’s sign-in email) in Microsoft 365 matches the Email Address of an existing extension. Select it to sync those users and link them to the matching extensions. Leave it cleared and those users are skipped, since Cloud Voice does not permit duplicate email addresses.
   Send Welcome Email automatically after an extension is created	Determines whether a Cloud Voice App welcome email goes out to each synced user.
   User Avatar Synchronization	Determines whether Entra ID user avatars are copied to their extensions. This is a one-way copy from Entra ID into Cloud Voice; afterward the extension avatar is read-only and users cannot change it from the Cloud Voice App.

7. In the Map section, choose the user fields to synchronize and match each one to its Cloud Voice extension field.

   Note

   • Use Microsoft’s user resource reference to identify the correct Entra ID field names.
   • Any field (or all extension fields) with mapping turned off is left out of the sync, and you can edit that information directly on the extension in Cloud Voice instead.

   

8. Click Save.

   Note

   • The first time you save synchronization settings, Cloud Voice runs the initial sync right away.
   • After that, you can run a directory synchronization manually or wait for the scheduled automatic synchronization.

Synchronize specific users

Use this approach to define where Cloud Voice may look for directory users, then hand-pick the ones to sync and attach each to an extension yourself.

1. Sign in to the Cloud Voice web portal and go to Integrations > Collaboration.

2. In the User Synchronization section, turn the switch on.

   

3. From the User Range for Extension Auto Creation drop-down list, select Specific Users.

   

4. Use the Search Criteria and Group drop-down lists to define where Cloud Voice should look for directory users.

   

5. Click Search Users. Cloud Voice queries Entra ID within the scope you set and lists the matches in the Search Result List.

   

   Tip

   Type a username into the Search field in the top-right corner to jump to a specific user quickly.

6. Select the user(s) you want, then click Synchronize to PBX. The chosen users move into the Synchronization List.

   

7. For each user, pick an extension from the Associate with Extension drop-down list beside them.

   

   Tip

   To break a link, select the user and click Disassociate above the list. The user is separated from the extension once you save.

8. From the Delete the Extension when its associated user account is drop-down list, pick the account state(s) that cause Cloud Voice to stop syncing a user and remove their extension.

   

   Option	What it does
   Disabled	When an account is disabled in Entra ID, Cloud Voice stops syncing it and deletes the linked extension.
   Deleted	When an account is deleted in Entra ID, Cloud Voice stops syncing it and deletes the linked extension.

   Caution

   These states delete the linked extension, they do not just pause it. Choosing Disabled means an account that is only temporarily disabled in Entra ID (for example, a user on leave) loses its extension and any settings tied to it. Pick the state(s) that match how your organization manages accounts.

9. Set the remaining synchronization options to suit your needs.

   

   Option	What it does
   Send Welcome Email automatically after an extension is created	Determines whether a Cloud Voice App welcome email goes out to each synced user.
   User Avatar Synchronization	Determines whether Entra ID user avatars are copied to their extensions. This is a one-way copy from Entra ID into Cloud Voice; afterward the extension avatar is read-only and users cannot change it from the Cloud Voice App.

10. In the Map section, choose the user fields to synchronize and match each one to its Cloud Voice extension field.

    Note

    • Use Microsoft’s user resource reference to identify the correct Entra ID field names.
    • Any field (or all extension fields) with mapping turned off is left out of the sync, and you can edit that information directly on the extension in Cloud Voice instead.

    

11. Click Save.

    Note

    • The first time you save synchronization settings, Cloud Voice runs the initial sync right away.
    • After that, you can run a directory synchronization manually or wait for the scheduled automatic synchronization.

What happens after synchronization

Your synchronization rule is now in place. On each run, Cloud Voice queries Entra ID against the rule and brings in the matching users along with any updated details. After a sync:

• You can review the outcome in the User Synchronization section.

  

• Extensions tied to Entra ID users carry a Microsoft label and cannot be deleted by hand in Cloud Voice.

• When field mapping is enabled, the following details on a linked extension are read-only in Cloud Voice. They can only be changed in Entra ID and are pushed back to the extension on the next sync:

  • First name
  • Last name
  • Email Address
  • Mobile Number
  • Job Title

Next steps

To let synced users sign in to the Cloud Voice App with their Microsoft credentials, set up Single Sign-On. For details, see Allow Users to Log in to the Cloud Voice App with SSO.