Applies To

Call2Teams - Customers.


You have a large number of new users you wish to add or you wish to amend a large quantity of users.


  • Telephone numbers being imported must be in full e164 format so should start with a plus symbol +
  • Numbers should have no special characters or spaces in the middle or at either end.
  • Excel may corrupt E164 number formatting, see section below


Once a user import function has been performed, any pre-existing users (i.e. existing users updated by the imported data) will not re-register for several hours. To force an update of pre-existing users from the portal do a 'Save' action on the PBX setting page in the 'services' tab.


Firstly, when you select the Bulk import option you are either going to be adding or amending users. Either is fine.
Your first step will be to select the service against which these users will be attached. The Service will be a PBX or Trunk service you have already added to your account.

For a PBX Service, you can add or update users.

For a Trunk Service, you can only update users. This would be primarily to update email addresses which is required when synchronizing to match the number to the user.


The CSV template file will be amended depending on which service you select.
You need do nothing more other than to download the template at this stage.

Template Types
PBX Users

Notes:this is used as an identifier and may match the SIP Auth nameReal name hereIMPORTANT. This MUST match the teams email address of the userThe user's phone number on the PBXThe SIP Auth name used on the PBX deviceThe SIP password used on the PBX deviceYou can use this field as a unique identifier if you have any matching SIP usernames. It can, of course, also be left blank.

Trunk Users

TrunkNumberNameEmailCaller IDExternalId
Notes:This number MUST match a trunk number that you have included in the ranges for the trunk service selected.The users real nameIMPORTANT: This email address MUST match the Teams email address of the userMust be in E164 Format and match the Trunk Number or a Service NumberYou may use this field to uniquely identify the user. It can, of course, be left blank.

Once you have completed your template save it with a suitable name and return to the Call2Teams Users Bulk Import option.

You may need to re-select the Service you chose from the previous step.

Now you will be presented with a choice of Type.
For Trunk users, there is only one default choice but for PBX users you can choose to match the user (if existing) on their SIP username or, if you have previously set one, their External ID

Now all that remains is for you to select the csv file you created and upload it.

Creating Excel files with the correct format

When creating the CSV file, it is important to format the cells where the phone number will be stored as 'Text' before entering the numbers.

If the cell is entered with the wrong data type then Excel will remove the + from the beginning of the number, making the upload file invalid. A file with a large number of incorrectly formatted numbers can be fixed with the process below:

Correcting Excel's removal of the + on E164 numbers 

When creating CSV files in Excel, the E164 format is frequently overridden by Excel's mathematical functions, removing the + from the number. To remedy this formatting, follow this process:

  1. Select the top left cell as indicated in the picture to highlight every cell
  2. In the dropdown box, please ensure that 'Text' is selected.
  3. Ensure all numbers are in desired E164 format.