MS Teams - Direct Integration

5 min

This direct / native Integration in Microsoft Teams is the perfect solution if the phone system capabilities of Microsoft Teams are sufficient.

Any device supported by Microsoft Teams can be used - Windows, MAC computer, Mobile phone app or Browser.

Important to know

•All calls are routed through MS Teams involving a BOT. Some features from MS Teams may either be not available or working different.

•For inbound calls, a call forwarding using a landline call to a BOT is done. This could result in a charge if the landline provider charges for calls to the own number block.

System Requirements

•Microsoft O365 license E1,E3, Business Basic, Standard Premium or E5,A5 or other teams license that allows MS teams landline telephony

•Microsoft O365 license E1, Business Basic or Standard could require a Microsoft Entra ID P1 license for Azure setup

•Microsoft Phone System license

•Microsoft Teams with Direct Routing or MS-Calling Plan

•If a MS-Calling plan is used, the BOT (Resource Account) needs an own MS-Calling Plan

•Azure subscription for a BOT, Speech services, Storage account, Automation Account, Data Storage Container (charged by Microsoft)

•Azure permissions to run Power Shell script

•One additional phone number for a BOT (Calling Plan - charged by Microsoft. With direct routing you can use a number from the existing number block)

•One Microsoft 365 Audio Conferencing license (charged by Microsoft)

•Allow simultaneous ringing to external phone numbers

•Supported MS Teams Desktop APP and Mobile APP. Not supported is MS Teams Browser APP and Desk Phones

•One Salesforce Organisation can connect to multiple MS Teams tenants

•Windows computer for setup using Power Shell

•Salesforce Classic is not supported

•Team Client Classic

•Does not work if the call goes through a PBX and MS Teams is a PBX endpoint. See Integration MS Teams - based on a phone system

•For outgoing calls, the user's extension number is not displayed, but the number of the switchboard or the number of a team. See - Display outgoing phone number

•The Microsoft Teams Client NEW is not yet supported

Available Features

The MS Teams integration supports a limited set of features.

✅= feature supported

✖️= feature not supported

✅✖️= feature supported with limitations

MS Teams = MS Teams Client

Any feature not mentioned in the following list is not supported

Feature	Supported	Remark
Works with Direct Routing	✅	the call must be routed through MS Teams and not through a PBX
Works with MS-Calling Plan	✅
Outbound call from Salesforce to landline number	✅	outbound call in Salesforce requires to accept the call in MS Teams Client
Outbound calls from MS Teams to landline number	✅✖️	calls are not protocolled in Salesforce
Outbound call from Salesforce to MS Teams user	✅✖️	only within same organisation
Outbound calls from MS Teams to MS Teams user	✅✖️	calls are not protocolled in Salesforce
Outbound call - signal personal extension (Caller ID)	✅✖️	By default, the company main number or a group number is shown. A personal extension number is possible using a queue setup - see personal extension
Outbound call from Salesforce - picklist to select a phone number which should be shown as Caller ID	✅	details see outgoing phone line selection.
Hold in Salesforce	✅
Hold in MS Teams	✖️	Hold button not available as it is a group call
Resume from Hold in Salesforce	✅
Resume from Hold in MS Teams
End Call in Salesforce	✅
End Call in MS Teams	✅
Inbound call landline phone number to direct extension - answer in Salesforce	✖️
Inbound call landline phone number to direct extension - answer in MS Teams	✅
Inbound call from MS Teams user - answer in Salesforce	✖️
Inbound call from internal MS Teams user - answer in MS Teams Client	✅	inbound calls are not protocolled in Salesforce
Inbound call from external MS Teams user - answer in MS Teams Client	✅	external MS Teams calls are not protocolled in Salesforce
Inbound call landline phone number to queue	✅	See details of supported features
Inbound call landline phone number to IVR	✅✖️	IVR target must be a phone number
Inbound call - reject in Salesforce	✖️
Inbound call - reject in MS Teams	✅
Inbound call - call answer rules defined in MS Teams Client	✅
Inbound call - call answer rule defined in CTI Data Connector for Salesforce®	✅	If call not answered / missed - redirect to another MS Teams user, CTI Data Connector for Salesforce® user with MS Teams, Shared Voice Mailbox, phone number or use MS Teams rules
Inbound call not answered - goto personal voicemail	✅
Inbound call signalled in MS Teams when user is logged out from Salesforce	✅
Inbound call Busy on Busy for landline calls	✅	Configurable for each presence state
Dialpad with beep tone for IVR in Salesforce	✅
Dialpad with beep tone for IVR in MS Teams	✖️
Business Hours	✅	Through standard feature with presence state in MS Teams
Blind call transfer in Salesforce	✅
Blind call transfer in MS Teams	✅	Only for inbound calls
Consulted call transfer in Salesforce	✅
Consulted call transfer in MS Teams	✅	Only for inbound calls
Presence State - Synchronize from MS Teams to Salesforce	✅
Presence State - Synchronize from Salesforce to MS Teams	✅
Invite other people to the landline call	✅	invite MS Teams users or users with a phone number - the call is then a conference call
Start audio recording in Salesforce	✖️
Start audio recording in MS Teams	✅✖️	Audio Recording and Call Transcription will be available with an additional license end of Q1/2024
MS-Teams Meetings and MS-Teams to MS-Teams call	✅	Call to another MS Teams user or meeting session. The calls / meetings are not protocoled in Salesforce but are signaled in the Live Agent Dashboard and Wallboard
Multiple Domains per tenant	✅
No agents opted or Signed In	✖️

For user configuration and features available during in- and outbound calls see: Microsoft Teams - Mirage Connector

Requires a Mirage MS Teams Connector Service license