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CallTower Solutions Center

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 of their licensing with CallTower

Supported:

Full BreakFix 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.

Teams Admin Center (TAC)  items which can be handled in the Voice submenu.

Troubleshooting issues with items in the 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 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. Including 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 with 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. 

 

 

 

 

 

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