Applies To

Call2Teams - Customers


Overview

You already have an account where you are enjoying the services you enrolled for when it was set up. Now you wish to add additional services. These may include a Trunk or other services as they become available. You may add several instances of each type of service if appropriate. For Example, users based at different sites may be using different PBX's whilst on the same Microsoft Tenant. Add as many PBX's to the account as required.



TABLE OF CONTENTS


Viewing Services

From your base account you will need to access the account settings. You can check this by clicking the small upwards pointing arrow in the top-right corner of your screen. Access to the account settings is via the small right pointing arrow adjacent to your account name. If you're looking to check the available services of a sub/client account you may need to click on the Account Link indicated.


Once you are at the required account and have accessed the account settings you will see the Edit Available Services link. Click this to expand the section:

The available services are shown with ticks against those that you have already selected.

If the service you wish to use is not shown, it will need adding at the base-level account, or you may need to contact us for assistance.


Note on Adding or Removing Services

Services available at client or sub account levels depend on them being made available at the base account level. If services are in use, you may not be able to deselect them. If a service is unavailable at the base level, please contact us by raising a support case.


The Teams Service

The Teams Service will need to be Enabled for each client/sub account. This is done from the Teams tab of the Services section, and will result in an initial Sync.


Some customers prefer not to delegate access rights to the Call2Teams portal to do this for them, even though it only uses a temporary token that expires after each sync, and wish to undertake the setup process manually.

This manual setup process should be undertaken by a competent Office 365 administrator who has good PowerShell experience. If there is already some PSTN integration set up on the tenant, then these instructions will need to be modified by an Office 365 PSTN voice expert to ensure they do not impact the existing configuration.

The configuration is split into two sections: Tenant Configuration, which is performed once on initial setup and again whenever a new region is required, and User Configuration, which is performed for each user as they need to be enabled for voice.


Please see Section 5 of the Teams Admin Setup Guide in the Documents section of your Teams Service screen:

PBX Service Parameters

When the PBX Service is enabled and it is understood how to create SIP credentials for users, the Call2teams service needs to be configured to connect to the PBX.


This requires two areas of configuration:

  • A Service-level configuration to define how every user connects to the PBX
  • Per-user configuration to allow each user to provide a device registration to the PBX

 

Configure the connection to your PBX


In the call2Teams portal the Services tab allows for the overall configuration between Teams and the PBX.

When selecting the PBX option, there will be a list of available PBX types or services. Select the most appropriate template for your PBX, if the PBX is not listed, select ‘Custom’ or ‘Not listed’. This will bring up the all available options for the PBX connection. If you’ve selected a defined PBX template, then a subset of these fields will be available in the configuration form.

 

How to complete the PBX configuration form


The following field descriptions will assist you in configuring the PBX settings form


Service Name

Give your PBX a name by which you can easily identify it.


Country & State/Province

Call2Teams has servers spread globally across multiple continents. Enter the location of PBX here to ensure the most appropriate service location is configured as the primary note for the PBX to connect to. This ensures best call quality. The service will configure two nodes for each PBX to ensure high availability.


SIP Domain

This is usually just the IP address or public host name used to reach the PBX. If your PBX requires you to use a specific value here, then do so and specify the IP address or public host name in the SIP Proxy field. Do not enter a port number on the SIP Domain


SIP Proxy

This is usually left blank but can be used to specify the IP address or public host name to reach the PBX if the PBX requires the SIP domain to be set to a different value.

If you need to specify a different port for registration to your PBX(default is 5060), a port number can be specified by additionally setting a proxy address and appending a colon and the number to the SIP Proxy field. e.g. myhostname.com:5056


Authentication Type

This should be set to ‘Registration’ unless you are deploying an advanced configuration and have been advised otherwise.


PBX Source IPs

If you are using registration this can usually be left blank. These are the IP addresses that your PBX will originate connections from. Note that if you have entered an IP address in either the domain or proxy fields you will also need to enter that IP address here. 

Calling Policy

You can leave this as is, to use the default policies for Teams Voicemail and Music-on-Hold, or you can amend these settings here to apply them to every user on this PBX.


Expiry

The setting is used to determine how long the registration pinhole should remain open between registration attempts.


Protocol

‘UDP’ is the most common protocol to use, and the one most likely to be supported particularly on older PBXs. However, if the network equipment does not handle fragmented UDP packets then ‘TCP’ could be used.

If end to end encryption is required, then select ‘TLS’.


Propagate Refer

This settings is used to determine the preferred options for managing call transfers.


Suppress Contact Data Param

If you have a single-organization PBX using a single public IP address, then you should set this to ‘No’ as the alternative can hinder correct function with some PBXs.

If you have a multi-tenant or multi-server PBXs then try setting this to ‘Yes’ and if it causes an issue, then revert to ‘No’.


Encrypt Media

This should be set to ‘no’ unless encryption is required, and the ‘TLS’ protocol is configured.


Override Codecs

You may use this setting to limit the available codecs as required. This may be useful in combating audio issues.


Outside line prefix

If the PBX required a number to be dialed to reach an outside line, enter this here and it will be automatically prepended; this means Teams users do not need to specify this when dialing and can simply dial the destination PSTN number.


E164 Number Format

Teams uses E164 numbering, which is where numbers begin with a ‘+’ followed by the country code.

If the PBX expects localized numbers, then you can specify the mapping here.

e.g. if the PBX expects in-country numbers to start with a ‘0’ and international numbers to start with ‘00’ followed by the country code then enter ‘0’ as the national dialing prefix and ‘00’ as the international prefix.
See the separate knowledge base articles on E164 number management


From Header Format

SIP Identifier: The SIP username

Passthrough Caller Id: The caller ID given by the far end (e.g. Teams)


P-Asserted Identity Header Format

Not Present: Do not set any P-Asserted-Identity header

SIP Identifier: The SIP username

Passthrough Caller Id: The caller ID given by the far end (e.g. Teams)


Trunk Service Parameters

When the Trunk Service is enabled and it is understood how to create SIP credentials for users, the Call2teams service needs to be configured to connect to the Trunk.


This requires two areas of configuration:

  • A Service-level configuration to define how every user connects to the Trunk
  • Per-user configuration to allow each user to provide a device registration to the PBX

 

Configure the connection to your Trunk


In the call2Teams portal the Services tab allows for the overall configuration between Teams and the Trunk.

When selecting the Trunk option, there will be a list of available Trunk Templates. Select the most appropriate template for your Trunk, if the Trunkis not listed, select ‘Custom’ or ‘Not listed’. This will bring up the all available options for the Trunk connection. If you’ve selected a defined Trunk template, then a subset of these fields will be available in the configuration form.

How to complete the Trunk configuration form


The following field descriptions will assist you in configuring the PBX settings form


Service Name

Give your Trunk a name by which you can easily identify it.


Country & State/Province

Call2Teams has servers spread globally across multiple continents. Enter the location of Trunk Service here to ensure the most appropriate service location is configured as the primary note for the Trunk to connect to. This ensures best call quality. The service will configure two nodes for each Trunk to ensure high availability.


Trunk Number Ranges

Your trunk should contain at least one number. You may enter the same number in both the start and end fields or the first and last numbers of the range as appropriate. Fragmented ranges may also be added by clicking the 'Add Additional Range' button.


Service Numbers

These are numbers that can be used for outbound Caller ID. The From Header must be set to Trunk Caller ID for this to work. Numbers must be entered in the E164 international format. Several Service Numbers can be entered.


SIP Domain

This is usually just the IP address or public host name used to reach the Trunk. If your Trunk requires you to use a specific value here, then do so and specify the IP address or public host name in the SIP Proxy field. Do not enter a port number on the SIP Domain


SIP Proxy

This is usually left blank but can be used to specify the IP address or public host name to reach the Trunk if the Trunk requires the SIP domain to be set to a different value.

If you need to specify a different port for registration to your Trunk (default is 5060), a port number can be specified by additionally setting a proxy address and appending a colon and the number to the SIP Proxy field. e.g. myhostname.com:5056


Authentication Type

This should be set to ‘Registration’ unless you are deploying an advanced configuration and have been advised otherwise.


Authentication Fields: Username/Auth Username/Password/IP Address

These fields will differ depending on the Authentication type and should be completed inline with the details advised by your Trunk Provider. Additional IPs can be provided by clicking on the 'Add Additional IP' button.


Calling Policy

You can leave this as is, to use the default policies for Teams Voicemail and Music-on-Hold, or you can amend these settings here to apply them to every user on this PBX.


Expiry

The setting is used to determine how long the registration pinhole should remain open between registration attempts.


Protocol

‘UDP’ is the most common protocol to use, and the one most likely to be supported particularly on older PBXs. However, if the network equipment does not handle fragmented UDP packets then ‘TCP’ could be used.

If end to end encryption is required, then select ‘TLS’.


Propagate Refer

This settings is used to determine the preferred options for managing call transfers.


Suppress Contact Data Param

If you have a single-organization PBX using a single public IP address, then you should set this to ‘No’ as the alternative can hinder correct function with some PBXs.

If you have a multi-tenant or multi-server PBXs then try setting this to ‘Yes’ and if it causes an issue, then revert to ‘No’.


Encrypt Media

This should be set to ‘no’ unless encryption is required, and the ‘TLS’ protocol is configured.


Override Codecs

You may use this setting to limit the available codecs as required. This may be useful in combating audio issues.


Outside line prefix

If the PBX required a number to be dialed to reach an outside line, enter this here and it will be automatically prepended; this means Teams users do not need to specify this when dialing and can simply dial the destination PSTN number.


E164 Number Format

Teams uses E164 numbering, which is where numbers begin with a ‘+’ followed by the country code.

If the PBX expects localized numbers, then you can specify the mapping here.

e.g. if the PBX expects in-country numbers to start with a ‘0’ and international numbers to start with ‘00’ followed by the country code then enter ‘0’ as the national dialing prefix and ‘00’ as the international prefix.
See the separate knowledge base articles on E164 number management


From Header Format

Trunk Caller ID

SIP Identifier: The SIP username

Passthrough Caller Id: The caller ID given by the far end (e.g. Teams)


P-Asserted Identity Header Format

Not Present: Do not set any P-Asserted-Identity header

SIP Identifier: The SIP username

Passthrough Caller Id: The caller ID given by the far end (e.g. Teams)