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.
Full CSP Customers:
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:
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
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). No MACD work (professional services available)
Call Routing:
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:
Phones number assignment:
OC: We support phone and voice for CSP customers. Non-CSP is not supported
Direct: Supported via CallTower Connect if service account provided
Policies:
CSP: Break-fix on policies that have been created. CallTower will build custom policy with MACD fee.
Voice Only CSP: Break-fix on policies that have been created. CallTower will build custom policy with MACD fee.
Non-CSP: Not supported. We won't create any policies for customers. Note: OC customers we will assist with caller id policy (Breakfix). Pro services with SOW for customer requests for new policies.
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 with out professional services.
Dial Plans:
CSP: Break fix supported with existing SKU. CallTower will create dial plans with a MACD fee once they have purchased the dial plan SKU. Account management to quote customer for the dial plan SKU if desired.
Voice Only CSP: Break fix supported with existing SKU. CallTower will create dial plans with a MACD fee once they have purchased the dial plan SKU. Account management to quote customer for the dial plan SKU if desired.
Non-CSP: Not supported
Dial by extension:
CSP - Supported. Customer is responsible for on-prem environment.
CSP Voice Only - Supported. Customer is responsible for on-prem environment.
Non-CSP - Not supported. Customer is responsible for 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