Integrate Cloud Voice with Microsoft Teams

Cloud Voice integrates with Microsoft Teams by linking each Teams user to a SIP (Session Initiation Protocol, the standard used to set up voice calls) extension on your phone system. Once a user is linked, Teams behaves as a softphone registered to Cloud Voice: you keep your existing phone numbers and SIP devices, place and answer calls without leaving Teams, and gain access to PBX features such as IVR (Interactive Voice Response, the automated “press 1 for sales” menus) menus, call queues, and call routing.

Note

A softphone is a software phone: it does the job of a physical desk phone from an app on a computer or mobile device. After the integration is set up, the Teams App gains these calling abilities while continuing to work as usual for chat and meetings.

How the integration works

Teams users authenticate against Microsoft 365, while call traffic is handled by your Cloud Voice system through its assigned domain name. The connector maps each Teams user to a SIP extension, so calls made or received in Teams flow through the PBX like any other extension. Examples throughout this guide refer to the domain name assigned to your own Cloud Voice system.

Prerequisites

Confirm all of the following before you start the integration. The integration will not work until every item is in place.

Microsoft 365

• Administrator access to the Microsoft 365 admin center.
• A Microsoft 365 plan that supports calling. Depending on the plan, you may need to add a voice license before Teams can place PBX calls:

Microsoft 365 plan	What you need
Microsoft 365 Business Basic	One of the following: a Common Area Phone license, a Phone System license, or the Microsoft 365 Business Voice add-on.
Microsoft 365 Business Standard	Same as above.
Microsoft 365 Business Premium	Same as above.
Office 365 E1	Same as above.
Office 365 E3	Same as above.
Microsoft 365 E3	Same as above.
Office 365 E5	No additional license required.
Microsoft 365 E5	No additional license required.

Caution

If a Teams user’s Microsoft 365 plan does not already include one of these voice licenses or add-ons, the Teams App will not be able to place or receive PBX calls. Confirm the correct license is assigned to each user before linking their extension.

Note

The Common Area Phone, Phone System, and Microsoft 365 Business Voice options are not offered in every country. Choose whichever one is available in your country or region.

Cloud Voice for Microsoft Teams license

Contact IZT to purchase and activate the Cloud Voice for Microsoft Teams license.

Note

This is a separate, paid license that unlocks the integration. It must be purchased and activated before Teams users can be linked to extensions, so arrange it early to avoid delays.

Cloud Voice

Administrator access to your Cloud Voice system.