Microsoft Teams Integration Installation Guide

Microsoft Teams Integration Installation Guide

This guide is designed for IT Professionals and Office 365 Administrators. Please contact TIPS Support to start the on-boarding process, and setup a site account within Call2Teams.

Adding User Licenses [Office 365 Administrators Only]

Within the Office 365 Admin Portal, add a Common Area Phone license or upgrade to an E5 License. It is recommended that you have a couple of spare licenses during setup.


Add Extension within TIPS Portal [Office Managers Only]

Create a new device for each user assigned with a license. You will also need to obtain their username and password. It is recommended you create a spreadsheet to keep track.
  1. Login to the TIPS Portal - https://portal.trueipsolutions.com/
  2. Go to Users
  3. Select or Search for a user/extension
  4. Go to the Phones Tab
  5. Select Add Phone
  6. Under Phone Suffix, put a t for teams and click Add
  7. Once listed, click on the Pencil Icon/Edit Button. Notate everything in settings.
    Enabling Sync for Teams
  1. From your computer logged in to Office 365 Admin, log into the Call2Teams portal at https://admin.call2teams.com/ and click on Services across the top of the screen.
  2. Select the Teams tab. 
  3. Make sure ‘Enable Sync’ is checked and then click the ‘Enable Service’ button. 
  4. At the point the service is enabled, the portal will request permission to make changes to the voice configuration in Office 365 -
    1. The user account used must have Global Admin rights to the Customer’s Office 365 tenant for the initial setup and any changes to regions, and at least Skype for Business admin rights for subsequent user provisioning.
    2. There will be two or three pop ups requesting permission to enable the administration activities to configure the Office 365 account.

  5. Navigate to your organizations Office 365 admin portal and add the Common Area Phone license to any users that need to have Teams VOIP integration.
  6. Navigate back to the Call2Teams admin portal, select Services, then click the ‘Sync Now’ button.


Setting Up Users

  1. Navigate back to the Call2Teams portal and select Users across the top.
  2. Click the Add User link.

  3. Select the User from the ‘Select a User’ dropdown. Note: Users will only appear after the license has been applied in Office 365 and Call2Teams synced.
  4. Enter the user’s 3, 4, 5, or 6 digit extension in the Phone Number field.
  5. Enter their extension in the SIP Username and Auth Username fields.
  6. Input the password derived from the Settings within TIPS Portal. Click Add.

  7. Repeat steps 1-6 for every user that needs Teams VOIP integration. 
  8. When finished adding all users click the ‘Sync Now’ button in Call2Teams again.

  9. When the background process completes the end user’s Teams application will show ‘Dial a Number’ instead of ‘Make a Call’ on the “Call” screen.

Bulk Disabling Teams Voicemail

Disabling Voicemail will remove conflictions when using our PBX's Voicemail box. Once your users are setup, you can run the following Powershell Script to bulk remove the Voicemail Setting.
  1. $session = New-CsOnlineSession
  2. Import-PSSession $session -AllowClobber
  3. Get-CsOnlineUser| where { $_.hostedvoicemail -eq $true } | Set-CsUser -HostedVoiceMail $false
  4. Remove-PSSession $session

Troubleshooting

User(s) does not appear in list after Sync

The sync will identify users with Phone System license or E5 license and add them to the user list. If users are missing from the list, then check in Office 365 to ensure one of the required licenses is assigned.

Sync Failures


      Sync information is available by viewing the dropdown arrow on the Sync button (on the Users tab) and selecting ‘View Sync History’.
  1. The Sync history logs show the various synchronization steps that have been applied to the Customer Office 365 tenant and the responses received back from the Office 365 system. It will also show error information if any errors have occurred.
  2. The most common reason for Sync errors is trying to operate a Sync function when logged in as a user without the correct permissions, or as a user logged in to a different Office 365 account when attempting to run the Sync function. This is most likely to occur when the service is being configured on behalf of a customer by an IT services operator, where the operator is not logged in with customer Admin user credentials.
  3. The changes made to the Office 365 platform by the Sync function can take several minutes to take effect especially in busy periods. This can mean that subsequent actions in a Sync job can fail as Office 365 is processing earlier steps. In these situations, the system is configured to safely allow a retry of the Sync function. The recommended action is to wait for at least 2 minutes and re-try the Sync function.

No Calls tab or Dial Pad in Teams

The Calls icon appears in the Microsoft Teams client when a user has the correct ‘phone system’
license and the configuration is completed for the user to make calls. There are several reasons that can cause the calls icon to be absent:
  1. The user does not have a phone number applied in the Office 365 admin center
  2. The Sync Now action has not been performed since the user was added to the portal.
  3. The user does not have a phone system license
  4. Insufficient time has elapsed since the user set-up was performed
  5. Microsoft Office 365 has an internal error Checking and resolving the above issues
If a user is not switching to Voice Enabled, you can use the following PS Script to enable.
  1. $userCredential = Get-Credential
  2. $sfbSession = New-CsOnlineSession -Credential $userCredential
  3. Import-PSSession $sfbSession -AllowClobber
  4. Get-CsOnlineUser -Identity "[User Name]"
  5. Set-CsUser -Identity "[User Name]" -EnterpriseVoiceEnabled $True

The user does not have a Phone System license

To use calling in Teams, you should assign licenses to your users for features like Audio Conferencing and Phone System. This Microsoft article explains how to add these licenses in bulk and for an individual user.
Note: the service configuration means you will be using on-premises PSTN connectivity for hybrid users, so you only need to assign a Phone System license. You should NOT assign a Calling Plan.

Insufficient time has elapsed since the user set-up was performed

Some elements of the configuration within Microsoft Office 365 can be subject to delays of several hours as information propagates between different parts of the Microsoft system. This can vary from day to day, so we recommend that you aim to carry out the configuration at least 48 hours prior to your go-live date to allow for this

Microsoft Office 365 has an internal error

If all the above steps have not fixed the issue, then you may need to remove and re-apply the user’s
license with the following process:
1. Remove all O365 licenses from the user, wait 15 minutes, then add them back
2. Add the phone number back on the user. If the user is not shown in the Skype for Business legacy portal, then wait another 15 minutes and try again
3. Delete the user from the service portal and activate the Sync Now process to re-add them.
4. Quit Teams (right-click in the taskbar and choose ‘Quit’) and start it again
5. If still no dial pad then wait a while, quit and restart again. Sometimes this works straight away and sometimes it can take up to a day.
6. In some scenarios the removal of an unused calling plan or service may have left remnants of old configuration code behind. This must be raised with Microsoft with an explanation of the removed service, commenting on the missing Calls Tab or Dial Pad and the advice that you are adding Call2Teams third-party service.

Revoke access to the service in the Customer’s Office 365

Customers may have policy requirements meaning they need to revoke the access to the service that was granted during the setup process. Revoking access will not disrupt the service but will necessitate re-authentication should any changes be required using the Sync Now feature.
  1. To revoke access the customer admin should log into: https://portal.azure.com/
  2. When logged in, go to Azure Active Directory and then select Enterprise Applications

  3. Select the Call2Teams application and chose Delete. Access is now revoked for the service.
    Access is now revoked for the service.


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