MS Teams - Support Scope
Microsoft CSP Support
CallTower supports any license that are purchased through our CSP program for the full term of the Commitment (Subscription). There are generally three types of Microsoft customers; Full CSP, Voice Only CSP, and Non-CSP. Though the support lines may sometimes blur between those customer types and the need for addressing customers and escalations properly, we can generally say what is supported for each customer type.
For CallTower to be considered the "CSP", at a minimum all Teams Phone Standard licensing would need to be with CallTower (Voice Only CSP).
Support for our different CSP relationships
Full CSP Customers
Customers that have all their licensing with CallTower
Supported:
Full Break Fix support for all Microsoft licensing purchased via CallTower CSP.
Supporting issues across all Office 365 products purchased via CallTower CSP.
CallTower Connect Issues
Teams To Teams Calling
PSTN Calling
If phones are CallTower provided we will also support the Phone tab in Teams Admin. If phones aren't provided by CallTower we will provide basic support.
Auto Attendants/Call queues/resource accounts - Troubleshoot issues and MACD work
Voice Only CSP Customers
Customers that have only their Teams Phone Standard licensing with CallTower
Supported:
Assigning/Unassigning licenses in M365 Admin which were purchased via CallTower CSP.
Troubleshooting issues with items in the Teams Admin Center (TAC): Voice submenu.
Basic troubleshooting of issues that occur in the Calls Tab on a Teams client.
CallTower Connect Issues
PSTN Calling
If phones are CallTower provided we will also support the Phone tab in Teams Admin
Auto Attendants/Call queues/resource accounts - Troubleshoot issues and MACD work
Non-CSP Customers
Customers that have their Microsoft licensing with another vendor.
Supported:
CallTower Connect Issues
PSTN Calling
Basic troubleshooting of the Calls tab in Teams
Auto Attendants/Call queues/resource accounts - Troubleshoot basic phone system issues (inbound/outbound). MACD work can be provided with Professional Services fees for most items.
Call Routing Support
Direct Routing
CSP: Supported
Voice Only: Supported
Non-CSP: Supported until it's determined that the issue needs to be opened with Microsoft.
Operator Connect (OC)
CSP: Supported
Voice Only: Supported
Non-CSP: Supported through Microsoft's Operator Connect Support
Calls Tab (Teams Client)
CSP: Supported
Voice Only CSP: Calls within the calls tab are supported including the call tab in settings. This also includes the calls tab in a Teams Channel. Dial pad. e911. Basic troubleshooting for voicemail
Non-CSP - Basic troubleshooting
Teams admin portal
Voice Tab:
Phone number assignment:
OC: We support phone and voice for CSP customers. Non-CSP is not supported
Direct: Supported via CallTower Connect if the service account is provided
Policies:
CSP: Break-fix on policies that have been created. CallTower will build a custom policy with a MACD fee.
Voice Only CSP: Break-fix on policies that have been created. CallTower will build a custom policy with a MACD fee.
Non-CSP: Not supported. We won't create any policies for customers. Note: We will assist Operator Connect customers with caller ID policy (Breakfix). Pro services with SOW (Statement of Work) for new policy requests.
Auto Attendants/call queues/Resource accounts:
CSP: Break-fix and MACD work supported.
Voice Only CSP: Break-fix and MACD work supported.
Non-CSP: Basic troubleshooting. No MACD work without professional services.
Dial Plans:
CSP: Break fix supported. CallTower Engineering will create dial plans once they have been quoted and signed by the customer. Sales or the Client Success team to quote the customer for the Extension Dialing Pro Services SKU if desired. Rule Adjustments and changes would completed by support be via MACD fee.
Voice Only CSP: Break fix supported. CallTower Engineering will create dial plans once they have been quoted and signed by the customer. Sales or the Client Success team to quote the customer for the Extension Dialing Pro Services SKU if desired. Rule Adjustments and changes would completed by support be via MACD fee.
Non-CSP: Not supported
Dial by extension:
CSP - Supported. The customer is responsible for the on-prem environment.
CSP Voice Only - Supported. The customer is responsible for the on-prem environment.
Non-CSP - Not supported. The customer is responsible for the on-prem environment.
Teams Devices Tab:
Teams Devices:
CSP - Supported
Voice Only - Supported if the device was provided by CallTower. Basic support if the device was not provided.
Non-CSP- Basic troubleshooting
SIP Devices:
CSP - Basic troubleshooting
Voice only - Not supported
Non-CSP - Not supported
MACD Work
CallTower will assist our CSP customers with MACD (Move/Add/Change/Delete) work. We will also assist our non-CSP customers in most cases but will require Professional service fees.