Customer Support

Applies To

Call2Teams - Customers

Overview

You want to amend how Voicemail or Music-On-Hold is managed.

By default Microsoft Teams will play its own music on hold to the external caller. Due to the way Teams has implemented this feature this often results in the PBX/Trunk being in an inactive media state for a few seconds before the Teams music starts. If the PBX/Trunk has music on hold support this will initially play before the Teams music takes over.

With new Teams clients, Voicemail may be set on the Teams Client. This may cause issues if the user is part of a team such as an agent in a distribution group.

Making Policy Amendments For All Users

Users may be grouped together on a PBX or Trunk Service.

You can set Global policies to override the defaults by ticking the 'Manage Teams Calling Policy' from the PBX/Trunk Service page:

Note: Global policies become the default for all users unless an individual user-level policy is applied (see below). Care should be taken as to the order in which these amendments are applied.

Making Policy Amendments For Individual Users

There may be occasions where individual users may require settings that differ form the global defaults.

These can be set from the Users tab by clicking on Override Teams Calling Policy:

You should also check the settings in the Teams Client itself. From the Settings>Calls option:

Finishing Up

Amendments made globally or individually, should trigger a new Sync request. It is worth ensuring a successful Sync has completed before testing whether the amended policies have been successful. You can check any existing policies that are in place, from the Microsoft 365 Admin Center.

Visit the Teams Admin Center.

Select Voice>Calling Policies:

The result may look similar to the above. Anything with Call2Teams at the front is a global policy.

To view policies applied to users, from the Teams Admin Center, select Users>Policies:

These have been applied at the user level.

I am still hearing Teams MOH. Why is that?

In testing we have found the change takes time to propagate through Microsoft's network and become active, typically taking 2-4 hours. If, after an extended period of time, you are still hearing the Teams MOH we suggest checking that the users are configured to use the Teams Calling Policy that you expect by visiting the Microsoft 365 Admin Center as detailed above.

Note on Global and User-Level Policies

Microsoft treat policies independently. A Gobal policy is used as a default policy and, by default, is applied to all users.

A user-level policy, is applied afterwards and is therefore the last policy to be actioned making it the active policy.

User-Level policies are set on a per-user basis where the required policy may differ from the default globally applied policy for a minority of users.

Setting a global policy via our portal does not mean all users will be ticked in the user profiles.

The user profile override policies are only indicative of a user-level policy having been applied from our portal.

If the user-level policies as shown in our portal are identical to the Global policy, set via the Services Configuration page, then the user-level policies should be un-ticked.