Scope of Support - Teams Devices - CallTower Solutions Center

Goal

This article outlines the scope of support provided by the Support team for Microsoft Teams-certified devices. These include desk phones, conference room systems, displays, panels, headsets, and peripherals used with Microsoft Teams.

Teams Devices Scope of Support

Fully Supported Devices

Devices that are purchased or rented from CallTower AND are certified for Microsoft Teams will be considered fully supported, and will receive hardware and relevant software support, up to and including hardware replacement (RMA) if the device is within the purchase warranty or within the rental contract period. Devices that are not provided by CallTower AND/OR fail to meet Microsoft Teams certification will be supported as outlined below.

Supported Devices

The following categories of devices generally work with Teams without issue and will receive best effort support from CallTower's Support Team.

Teams Phones (e.g., Yealink, Poly)
Teams Rooms on Windows and Android
Teams Panels
Teams Displays
Teams-certified Headsets and Speakerphones
Teams-certified Webcams and Cameras
Peripheral devices (e.g., USB dongles, touch controllers)

For a list of currently supported devices, please reach out to CallTower Support. Devices that are purchased outside of CallTower, despite Teams certification status, will be treated with best-effort support, but will not be eligible for replacement or vendor escalation.

Out-of-Scope Activities

The following are not covered under standard support:

Physical hardware repair or replacement (if the device was not purchased from CallTower)
Custom firmware or third-party software installations
Network infrastructure configuration (e.g., VLANs, QoS, firewall rules)
Non-certified devices or peripherals
On-site support or installation services
Advanced Intune or Conditional Access policy design

Teams App Support on Teams Certified Devices

When using Microsoft Teams on a Teams-certified desk phone, support responsibilities differ between the Teams application and the device hardware/firmware:

Teams Application Support
- CallTower will provide support for the Microsoft Teams application on Teams phones for CSP customers.
- This includes troubleshooting sign-in issues, Teams calling features, voicemail access, and Teams-related configurations.
- Application behavior is governed by Microsoft’s service and updates.
Device Hardware and OEM Firmware Support
- CallTower will provide support for the device hardware (e.g., handset, touchscreen, speaker) and OEM firmware only if the device was purchased or rented through CallTower.
- Support includes troubleshooting physical malfunctions, firmware updates, and replacement processes when covered.
- For devices not procured through CallTower, customers should contact the device manufacturer or reseller for hardware and firmware support.

Need Additional Support?

If you're unsure whether your issue falls within our support scope or would like further assistance through Professional Services or Extended Support Engagement (ESE), don't hesitate to contact our support team. We're happy to clarify and guide you to the right resources.

Frequently Asked Questions (FAQ)

Q1: What should I do if my Teams device won’t sign in?

A: First, ensure the device is connected to the internet and the date/time settings are correct. Then, verify the account credentials and licensing. If the issue persists, check the Teams Admin Center for error codes or contact support for further assistance.

Q2: Can I use non-certified devices with Microsoft Teams?

A: While some non-certified devices may work, only Teams-certified devices are officially supported. Using certified devices ensures optimal performance, compatibility, and access to support.

Q3: How do I update firmware on a Teams device?

A: Firmware updates can be managed through the Teams Admin Center for most certified devices. Alternatively, updates may be available directly from the device manufacturer’s website or management portal.

Q4: Who do I contact for hardware repairs or replacements?

A: Hardware issues, including physical damage or device malfunctions, should be directed to the original equipment manufacturer (OEM). Support can assist customers with hardware issues with devices purchased directly from CallTower.

Q5: Are Teams Rooms on Windows and Android supported equally?

A: Yes, both platforms are supported. However, some features and troubleshooting steps may differ slightly between Windows-based and Android-based Teams Rooms. Please refer to your device’s specific documentation for assistance, or reach out to CallTower Support

Q6: Can support help configure network settings for Teams devices?

A: Support can provide general guidance on network requirements, but detailed configuration of firewalls, VLANs, or QoS policies should be handled by your internal networking team.

Q7: What logs or diagnostics should I collect before opening a support case?

A: Collect device logs (available via the device UI or Admin Center), note the time of the issue, and capture any error messages or codes. This information helps expedite troubleshooting. Please refer to your device’s documentation for specific instructions on how to export device logs.