Set Up PBX User (Individual)

This article discusses how to configure PBX Users individually.

Overview

Once Direct Routing and the PBX Settings are established, you can Add PBX users individually. Alternatively, you can Add Users via Bulk Upload.

Watch Video
These instructions are also available in video form here.

PBX-specific Instruction
Note: For instructions on adding users for any of these PBX platforms: Netsapiens, RingLogix, United Cloud, Viirtue, see Configure Connector for Netsapiens PBX.

Before You Begin

Ensure that your PBX Configuration is completed. For more instructions, check PBX Configuration Guide
Learn about the PBX Users page.
Ensure that your target PBX User or extension is available for assignment. To verify it is not assigned to another Teams user, search for the PBX user in the Users Page, including the Licensed Users, Disabled Users, and Deleted Users list. If assigned, consider deleting the PBX user setup to free up the PBX user. For more details on search filters, click here. For instructions on deleting a PBX user, click here.
Learn about the Enterprise Dashboard and the PBX User Status Indicators.

Part I: Set Up PBX User

To add users, do the following:

From the Enterprise Admin Menu, navigate to the Users menu item and click Set Up PBX User button.
The Add User page displays.
In the PBX Locations drop-down list, select the desired PBX location.
From the Available Voice Routes drop-down list, select a voice route. The values were configured as Direct Routes.
The best practice is to choose the one that closely matches the user's geographical location.
In the User Tag field, add any text that would help you easily identify the user in the custom reports. To know more about the User Tag concept, check article on Custom Labels.
From the Teams User drop down box, select a user.

The drop down lists Microsoft Office 365 users in the organization that have the Microsoft Phone System licensing in addition to their Microsoft User and do not have Microsoft Calling Plan.
In the SIP User field, enter the address of record of the user on the PBX.

This is postpended with the SIP Domain PBX you entered in PBX Set Up. You will input the SIP User Name (for example, if the SIP PBX Domain is acme.pbx.com, this is postpended <User Name>@acme.pbx.com).
In the Phone Number combo box, select the phone number from the drop-down list.

Alternatively, when the enterprise is allowed to add an external number, enter a phone number and press ENTER.
This follows the following formats:
* 1 plus the 10-digit number, for example, 14131234567
* 1 plus the extension, for example, 11234 and 1365
Select the “Use Teams Voicemail” checkbox to enable Microsoft Teams Voicemail for the user.
Choose your desired Caller Name Policy.

Transparent - This option passes through whatever is sent by Teams, without manipulation.
Other - This option will allow you to insert any customer value for Caller Name.
Note: Customizing Caller ID and CNAM at the user level will override the values set at the PBX domain or Trunk levels.
Choose your desired Caller ID on Forwarded Calls.

Transparent - This option passes through whatever is sent by Teams as CallerID, without manipulation. If “Transparent” is chosen, the P-Asserted-Identity (PAI) of the forwarded call will contain the SIP User ID of the Teams User that is forwarding the call. The PBX must be able to identify and authenticate the call based on the PAI header.
User’s Caller ID - This is the phone number assigned to the user in O365. (This was the behavior prior to the ConnecttoTeams 2.12 release.)
Select the Assign Default DialPlan Policy checkbox to assign the Reseller-defined DialPlan policy to the user.
SIP Authentication ID

This is sometimes the same as the beginning of the SIP User, but not always.
Input the SIP Password (twice to confirm).
When you have set up an end-user portal that would be embedded into Microsoft Teams, enter the Portal Login Name and Portal Password for the User. This is optional.
Click the Save User button.

Part II. Sync Changes to Microsoft

The changes mentioned in Part I above are applied only to ConnecttoTeams databases and the PBX system. The changes need to be pushed to Microsoft as well so that the Teams Users will actually be able to receive and make calls thru the PBX.

To push user changes to Microsoft Teams, the Global Admin must trigger the Sync Teams Users process except when certain conditions are met.

When Sync Teams Users is not required:

SKIP this sync when BOTH of these conditions are met.
(1) This is NOT the first time the Sync Teams Users is done. In other words, the initial set of users were already configured.
(2) The enterprise consented to “Allow Management by Service Provider”
The above conditions allow automatic sync’ing of teams users.

This picture shows consent was granted.

Proceed to monitor the sync user status.

If Sync Teams Users is required, the following steps must be taken:

The Global Admin (and only the Global Admin can do this) must go to the Enterprise Dashboard.
In the Enterprise Admin Action Items table, click Sync Teams Users.

This action will take time. Do not click again until you check the status as instructed below.

Expect:
- That the first time sync will take up to 24 hours. Come back to check the status.
- That succeeding syncs will take up to 4 hours. Come back to check the status.
If sync is not completing within these wait times, contact your Service Provider.

Check Sync Status
The user provisioning status will be reflected in the Enterprise Dashboard. Click here for more info about User Provisioning Status Indicators.

Note to the Service Provider
If sync is not completing within these wait times, request from help from ConnecttoTeams Support.

Result:

When you have successfully added a user, you will receive an email confirmation similar to the following:

Set Up PBX User (Individual)

Overview

Before You Begin

Part I: Set Up PBX User

Part II. Sync Changes to Microsoft

Suggested Further Reading