CallApp Installation Step-by-Step Guide

As of ConnecttoTeams 2.4.0, users assigned any Microsoft 365 Teams-enabled license can be configured to receive and make calls to/from other PBX extensions and PSTN without a Microsoft Phone System License. This service is called the CallApp.

This article is a step-by-step guide to the initial provisioning of the ConnecttoTeams CallApp.

Note to the Reseller

This article is applicable to you when you need to set up the PBX Connector for your enterprise customer.

All mentions of “Service Provider” in this article refers to you, the Reseller.

Setting Up CallApp for an Enterprise

Setting up CallApp involves the collaboration of the Service Provider and the Enterprise Admin with Global Admin role in Teams Admin Center. Some tasks can be delegated to non-Global Admins, but due to Microsoft’s security policies there is no way to complete setup without the Global Administrator’s initial involvement.

Start with the instructions outline in this article.

Companion Instructional Video: We recommend watching this video that shows each step of the process in addition to following the written instructions to help make the process feel more intuitive.

Workflow Overview

The following are the tasks that a Service Provider and Enterprise Admin should perform when setting up the Call App.

Instructions for the Service Provider

Carry out the following in the Service portal.

1. Make sure the enterprise is configured for PBX and CallApp services. For instructions, refer to the PBX Connector Installation Step-by-Step Guide.

2. Configure the enterprise for the Call App service.
   * For a new enterprise, ensure “Call App” is included in the new enterprise’s Services field.

   * For an existing enterprise, edit the enterprise to add “Call App” to the Service field.
   For more information, see Enable CallApp Service for an Enterprise.

3. Review your CallApp Template. You may want to update your default CallApp Template for all your enterprises.

4. For the target enterprise, customize in App Management and save the CallApp settings. This prepares the app for the deployment by the Global Admin, which is included in the steps presented in the next section.

Instructions for the Enterprise Admin

Part I : Deploy the Call App to Microsoft Teams

1. Ensure you have completed your PBX Connector installation. For instructions, refer to the PBX Connector Installation Step-by-Step Guide.

2. Ensure a Phone System Resource Account license is available.

   Note: As described in that page, Phone System Resource Account licenses are only available if you have a subscription for a Phone System license. Normally, this is not a problem because Direct Routing setup requires such a license.
   
    

3. Ensure you have an available PBX extension to assign to this application instance.
   

4. As a Global Administrator (as opposed to delegated non-Global admins), click Setup for the “Teams Call App” from the Enterprise Admin Action Items table.
   

   This step enables the Call Application Service and the Application Instance for Enterprise.
   
   This also automatically creates in Teams Admin Center the (1) callappservice  user and (2) assigns the Phone System Resource Account (mentioned in step 2 above).
   .

   The ID for the callappservice user is derived from the Short Name assigned to the Call App.
   

   

   Wait for the confirmation message to display at the top right of the page and in the activity feed.
   

   

5. As a Service Provider or a Global Admin, under the Enterprise Admin's Action Required column, click Configure to configure the Call App Service Account.
   
    

   This takes you to the Configure Call App Service Account page where you can select the Application Instance user. This step assigns PBX credentials to the callappservice user created as part of the Setup.

   Note: Only the callappservice user is available in the drop-down.
   

   

6. Add the Application Instance user as you would add a regular Teams PBX user. For more information about each field in the form, refer to the Set Up PBX User (Individual) article.
   
    
   Note: The number assigned to the CallAppService account needs to be a full DID.  It can be a fake number as long as it is valid and unique within the Connecttoteams environment. This DID must be linked to a SIP user on the PBX. However, no calls will be made to this number or user and it should not be used to make outgoing calls.

7. When done filling out the fields, click Save Call App Service Account button.

   
   This takes you back to the Enterprise Dashboard. Wait for the process to complete.

   

   Once complete, a confirmation message appears at the top right of the page and in the activity feed.

   
   

8. As a Global Admin, click Grant Consent to allow the consent for the Application to enable the Call App Instance user.

   
   
   Click Accept.
   
      

Results:

In the Enterprise Dashboard’s Users table, the Application Instance user appears with a headset icon.

Part II : Configure Users for CallApp Service

You may proceed to configure users to use the CallApp in their MS Teams client.

To configure users individually, follow the steps in Set Up CallApp User (Individual).

To configure users in bulk via import file process, follow the steps in Set Up CallApp User (Bulk)

Each of the above-mentioned articles lists the expected durations of having the changes made available in Microsoft Teams.

Next Steps

Once CallApp users are fully configured, direct them to this user guide - Using the Call App - so they can fully utilize the benefits of the app.