Microsoft Teams Integration Guide

Cloud Voice connects directly to Microsoft Teams by embedding the Cloud Voice App inside the Teams client. Your users can place and answer PBX (Private Branch Exchange, the phone system that routes your calls) calls without leaving Teams. There is no middleware server to deploy and no Microsoft Teams calling license to purchase.

Note

“No middleware” means you do not have to install or maintain a separate connector server between the phone system and Teams. “No Teams calling license” means you do not buy Microsoft’s paid calling add-on: the calls run over Cloud Voice, not over Microsoft’s telephony. This keeps the setup simpler and lowers the cost.

Requirements

Confirm both of the following before you begin. If either one is not met, the integration will not work.

Microsoft 365 plan: the organization must have one of these subscriptions:

• Microsoft 365 Business Basic, Business Standard, or Business Premium
• Microsoft 365 E3 or E5
• Office E1, E3, or E5

PBX server: firmware version 84.15.0.74 or later.

Caution

Check the PBX firmware version first. On a version older than 84.15.0.74 the Teams integration is not available, and the steps below will not appear. If you need to upgrade, schedule it for a quiet period: a firmware update restarts phone services and briefly drops active calls.

What you get in Teams

Once the integration is active, the following capabilities are available from within the Microsoft Teams client:

• Call handling: Place and answer calls straight from the Teams interface. Calls are routed through the CTI-controlled Cloud Voice App (Web or Desktop) or through a desk phone.
• Call history: Review your complete call log inside Teams.
• Voicemail and recordings: Play back and download voicemail messages and call recordings from Teams.
• One-click sign-in: Open the Cloud Voice App without typing a username or password.

Note

CTI stands for Computer Telephony Integration. It lets the software control a physical or software phone: when you click a contact in Teams, the CTI link tells your chosen endpoint (the Cloud Voice App or a desk phone) to start the call.

How the integration works

Setting up the integration takes three steps:

1. Install the Cloud Voice app for Microsoft Teams so the Cloud Voice App is available inside the Teams client.
2. Open and sign in to the Cloud Voice App within Teams.
3. Choose the endpoint you want to use for making and receiving calls.

Tip

The one-click sign-in in step 2 works only after the app is installed in step 1, so keep the steps in order. In step 3 you can point calls at the Cloud Voice App (Web or Desktop) or at a desk phone: pick the desk phone if the user wants handset audio, and the app if they prefer a headset on their computer.