PBX Connector Installation Step-by-Step Guide

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

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 the PBX Connector for an Enterprise

Setting up a PBX Connector 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. If there are issues along the way, refer to this the troubleshooting guide.

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.

Instructions for the Service Provider

Carry out the following in the Service portal.

1. Configure the enterprise for the PBX service.
   * For a new enterprise, add the enterprise with PBX service included. In the Registered Email ID field, supply the Microsoft Global Administrator’s email address. The Global Admin will receive the invitation email which contains instruction with a with a link to start the set-up process.

   * For an existing enterprise, edit the enterprise to add “PBX” to the Service field.

   For more information, see Enable PBX Service for an Enterprise

2. Review your PBX App Template. You may want to update your default PBX App Template for all your enterprises.

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

4. If the enterprise would use any of these PBX platforms (Netsapiens, RingLogix, United Cloud, Viirtue) and you are allowing your enterprise to use your PBX installations, you may want to define a PBX Credential template.

Instructions for the Enterprise Admin

1. Assign Microsoft licenses to each planned user of ConnecttoTeams.
   
   Before beginning with ConnecttoTeams, each planned Microsoft Teams User must have the correct licenses assigned to them. Sometimes due to high traffic Microsoft can take up to 24 hours to activate licenses after they have been assigned, so doing this ahead of time will make the rest of the process much more streamlined. Also ensure there is one additional set of licenses available and unassigned. Don’t worry, you can recover these extra licenses once setup is done.

   
   If there is a cancelled/suspended trial license and a valid license is added with the same name - the customer should make sure that the cancelled trial subscription is removed from their license listing. If not, Microsoft only returns the cancelled/suspended SKU and the software will erroneously claim that the proper licenses are not available.

2. As a Global Admin, follow the instruction in your received invite email. Clicking COMPLETE button will ask you to grant permissions and proceed to log in to the Enterprise portal with your Global Administrator credentials. There are two permission screens that are mandatory and will need to be granted before the enterprise can log into ConnecttoTeams. Once logged in, there are prompts on the Dashboard to grant additional optional permissions that enhance ConnecttoTeams' call troubleshooting and presence syncing.
   

3. ConfirmMicrosoft licensing. Upon logging in, the Global Administrator will use the left menu pane to navigate to Direct Routing page.
   
   In the Available Licenses table, confirm there is one available Microsoft license free to be assigned.
   
   What if the portal says there are negative licenses available?

   What if the portal says I don’t have any available licenses when I know that I do?

4. Proceed to configure the Direct Routing.
   
   - In the “Setup Direct Routing Details” section, select the desired gateway then Click Complete Direct Routing button.
   - Ensure the verification process succeeds, and then click Complete button.

   - Wait for the notification on the Dashboard that lets you know set-up is complete.

   - If the process takes longer than an hour, open a ticket with ConnecttoTeams Support so we can unfreeze the process, as this indicates Microsoft's servers were under heavy traffic and timed out. The global administrator will receive an email when it is complete.
   

   Decide if allowing SIP REFER or Media Encryption is desired for the Direct Route. If desired. it is possible to configure additional Direct Routes. Decide if the enterprise wants to opt into Microsoft's secondary routes for redundancy.
   

   What if I have already set up Direct Routing in Teams before and it is blocking the new configuration process?

   What if I previously used the Microsoft Calling Plan and it is blocking the new configuration?

   What if the Direct Routing user is created but the Direct Routing fails to be established?

   Why is the domain I chose not working?
   

5. Configure PBX settings. Navigate to the “PBX Settings” tab. Input data from the enterprise’s PBX provider. This task can be delegated to someone other than the Microsoft Global Administrator. Generally this is completed by the Service Provider as they have correct information. Certain PBX providers have custom configuration options.

   
   Necessary PBX information includes:
   PBX SIP Domain (required)

   PBX SIP Proxy (if used)00

   PBX SIP alias (if used on single tenant)
   
   More instructions per PBX Platform:
   Broadworks PBX configuration

   3CX PBX Configuration

   VOIP.MS Configuration

   Netsapiens PBX configuration and the advanced settings related to masquerading
   

6. Add Users. This can be done individually or in bulk. You will need information about each user’s PBX/SIP profile available for configuration. This task takes some time to process, so be sure to wait for a confirmation email telling you it is complete. This task can be delegated to someone other than the Microsoft Global Administrator, but the Global Admin will have to log in to sync the users once they are uploaded.

   
   Necessary PBX SIP user credentials include:

   SIP ID/Password

   Phone Number or Extension Number

   SIP Authentication ID

   SIP Password
   

   Service Providers can add users to their enterprise customers, but a Microsoft enterprise administrator will need to finalize the process by logging in to the Enterprise portal and perform a sync to complete Teams registration and calling.

   
   What does disabling voicemail for a user do?

   What if the user does not have a direct phone number, but only has an extension?.

   What if the dialpad doesn’t appear?

   Confirm the user has been properly assigned to the voice routing policy.
   

7. Deploy and sync the PBX App. This will enable advanced PBX features such as SIP softkeys, notifications, presence syncing, and portals within Teams for the end user.

   
   Ensure you have custom apps enabled for Teams.

   If you want to use presence syncing ensure you have granted that permission before building the app

   Delete an existing app from Teams.

Note to the Service Provider

Still having trouble? Submit a help desk ticket through the Enterprise Portal.

Suggested Further Reading

• For the step by step guide for configuring SIP Trunk Connector app, click here.

• For the step by step guide for configuring SMS Connector app, click here.