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CallTower Solutions Center

Microsoft Teams Implementation and Support

What’s included in CallTower's Microsoft Teams implementation?

Customers WITHOUT Office 365 licensing through CallTower CSP:


Recommended (to allow use of Connect for Direct Routing provisioning):

  • Delegated Admin rights to Tenant

  • Connect Service Account created with minimum of Teams Admin and Skype Admin rights

Requirements:

Tenant configuration:

  • CallTower will provide setup of CallTower side of Direct Routing (initial configuration of trunk, provisioning of numbers on CallTower’s systems)
  • Customer is responsible for configuring their network according to the documents
  • Customer is responsible for configuring Direct Routing numbers on users, auto attendants, and response groups in Office 365 Admin (Professional Services may be offered at additional cost.  Customer can also complete Direct routing configuration for users in Connect if customer creates a service account with teams / skype admin for use in Connect)
  • Customer is responsible for Auto Attendant configuration.
  • Customer is responsible for Call Queue configuration.
  • Customer is responsible for user configuration in Office 365 (Professional Services may be offered at additional cost.)
  • Customer is responsible for user and admin training in Teams and Office 365 admin  (Professional Services may be offered at additional cost.)
  • Support for Direct Routing issues related to CallTower only.  
  • CallTower will support issues with voice quality or call completion caused by the PSTN or by CallTower.
  • CallTower does not provide support for any Teams application, phone issues (other than hardware under warranty,) Office 365, Teams phone system features, or voice quality issues related to Microsoft or the customer’s network.
  • Please see our Client Support Plan at https://www.calltower.com/support/client-support-plan/ for additional details.
  • Teams Auto Attendant and Call Queue setup available at additional charge through CallTower professional services.

Customers with Office 365 licensing through CallTower CSP:


Requirements:

Tenant configuration:
Includes design, training, and deployment assistance with migration to Teams and CallTower Direct Routing as per below: 

  • Porting support for existing numbers to be brought into Teams.  CallTower will manage moving your telephone numbers to Teams.
  • Configure your tenant for Direct Routing on Office 365 and CallTower.
  • Provide support for DNS / subdomain changes, if necessary (Customer makes changes.)
  • Initial Direct Routing configuration of users via Connect (After implementation, customer performs MACD or can have CT perform at additional charge.)
  • Initial Auto Attendant creation (After implementation, customer performs MACD or can have CT perform at additional charge.)
  • Initial Response Group creation (After implementation, customer performs MACD or can have CT perform at additional charge.)  Customer to create AD groups to be used in Response Group routing.
  • Initial user and administrative training via webinar (User minimums required.  Additional training options, such as onsite or training for customers that do not meet minimums available at additional charge.)
  • Non-standard configurations such as extension dialing require SOW and will incur professional services fees.
  • Support assistance for Teams and Office 365 issues.  
What are additional professional services regardless of CSP