Applies To

Call2Teams - Customers


Overview

This article covers how to view current services; and how to add or remove them,


TABLE OF CONTENTS


Viewing Services

Access the base account settings by logging into the portal:


Click the account arrow icon in the top-right corner of the portal, next to the account name as shown in the screenshot below. 


Expand the account view by clicking on the arrow icon next to the words My Account.

To check the available services of a sub/client account users may need to click on the Account Link as indicated in the screenshot below:

Once in the required account, click the Edit Available Services link as shown in the screenshot above. 

Click this to expand the section:

The available services are listed, with ticks against those that are active.



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


Adding or Removing Services

Services available at client- or sub- account levels provided that they are made available at the base account level. 


If services are in use, users 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 - Manual Setup

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 require an initial Sync.


Customers may prefer not to delegate access rights to the Call2Teams portal to do this initial Sync, and wish to undertake the setup process manually.


Note: This manual setup process should be undertaken by a competent Microsoft 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 Microsoft 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 the 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 the customer 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 the 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 the customer has 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 in configuring the PBX settings form


Service Name

Give the PBX a name by which it can be easily identified.


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 the PBX requires the use of a specific value here, then 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 it is needed to specify a different port for registration to the PBX (the default port 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 an advanced configuration is needed, or the customer has been advised otherwise.


PBX Source IPs

If the PBX uses registration this can usually be left blank. These are the IP addresses that the PBX will originate connections from. Note that if there is an IP address in either the domain or proxy fields then also enter that IP address here. 


Calling Policy

This can be left as is, to use the default policies for Teams Voicemail and Music-on-Hold, or users 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 the customer has a single-organization PBX using a single public IP address, then users  should set this to ‘No’ as the alternative can hinder correct function with some PBXs.

If users  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

Users may use this setting to limit the available codecs as required. This can be useful in avoiding call 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.


E.164 Number Format

Teams uses E.164 numbering, which is where numbers begin with a leading plus sign followed by the country code.

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


For example, 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.
Search the knowledge base for E.164 number management for more information.


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 the 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 the customer's Trunk, if the Trunk is not listed, select ‘Custom’ or ‘Not listed’. This will bring up the all available options for the Trunk connection. If the customer has selected a defined Trunk template, then a subset of these fields will be available in the configuration form.


Trunk Configuration

Fill in each field on the trunk configuration form accordingly. The following is a guide to each section:


Service Name

Give the trunk a name by which it can easily be identified.


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 node for the Trunk to connect to. The service can configure two nodes for each Trunk, to ensure high availability.


Trunk Number Ranges

Trunks should contain at least one number:

  • Users may enter the same number in both the start and end fields for a single-number range.
  • Enter 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 E.164 format. 

Several Service Numbers can be entered.


SIP Domain

This is normally the IP address or public host name used to reach the Trunk. 

If the trunk provider requires a specific value, enter it here, and specify the IP address or public host name in the SIP Proxy field instead.


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, as described above.

If there is a need to specify a different port for registration to the Trunk (the default is 5060), a port number can be specified by setting a proxy address, and appending a colon and the port number to the SIP Proxy field:

For example  myhostname.com:5056


Authentication Type

This should be set to ‘Registration’ unless an advanced configuration is needed, or the users have been advised otherwise.


  • HA Static IPs: Redundant Non Registration 
  • HA Static IPs with Credentials: Redundant registration
  • Static IPs: Legacy Non Registration
  • Static IPs with Credentials: Legacy Registration


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 the Trunk Provider. Additional IPs can be provided by clicking on the 'Add Additional IP' button.


Calling Policy

This can be left as-is, to use the default policies for Teams Voicemail and Music-on-Hold, or users 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 the customer has a single-organization PBX using a single public IP address, then set this to ‘No’ as the alternative can hinder correct function with some PBXs.


If the customer has 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

Users may use this setting to limit the available codecs as required. This may be useful for avoiding call 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.


E.164 Number Format

Teams uses E.164 numbering, which is where numbers begin with a ‘+’ followed by the country code.

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

For example, 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.
Search the knowledge base articles on E.164 number management for more information.


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)