---
title: "Set Up PBX User (Individual)"
slug: "pbx-user-setup-individual"
updated: 2026-03-26T17:06:50Z
published: 2026-03-26T17:06:50Z
canonical: "kb.connecttoteams.com/pbx-user-setup-individual"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://kb.connecttoteams.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Set Up PBX User (Individual)

This article discusses how to configure PBX Users individually.

## Overview

Once [Direct Routing](/v1/docs/set-up-direct-routing) and the PBX Settings are established, you can Add PBX users individually. Alternatively, you can [Add Users via Bulk Upload](/v1/docs/pbx-user-setup-bulk).

> [!NOTE]
> Watch Video
> 
> These instructions are also available in video form [here](https://www.youtube.com/watch?v=ERsLHc57RZw&t=710s).

> [!NOTE]
> PBX-specific Instruction
> 
> Note: For instructions on adding users for any of these PBX platforms: Netsapiens, RingLogix, United Cloud, Viirtue, see [Tips on Uploading User for Netsapiens, RingLogix, UnitedCloud, Viirtue PBX](/v1/docs/enterprise-import-user-tips-for-netsapiens-pbx)

## Before You Begin

- Ensure that your PBX Configuration is completed. For more instructions, check [PBX Configuration Guide](/v1/docs/pbx-configuration-guide)
- Learn about the [PBX Users page](/v1/docs/manage-users).
- 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](/docs/manage-users#advanced-search-filters). For instructions on deleting a PBX user, [click here](/manage-users#deleting-users).
- Learn about the [Enterprise Dashboard](/v1/docs/dashboard) and the [PBX User Status Indicators](/docs/dashboard#user-provisioning-status-indicators).

## Part I: Set Up PBX User

To add users, do the following:

1. From the [Enterprise Admin Menu](/v1/docs/enterprise-admin-menu-standard), navigate to the **Users** menu item and click **Set Up PBX User** button.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image(468).png)

The Add User page displays. ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-AI9TFCKX.png)
2. In the **PBX Locations** drop-down list, select the desired [PBX location](/v1/docs/pbx-configuration-guide).

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/{AC051575-1F26-4D7E-BA8F-532C5F095516}.png)
3. From the **Available Voice Routes** drop-down list, select a voice route. The values were [configured as Direct Routes](/v1/docs/set-up-direct-routing).

> [!NOTE]
> Best Practice
> 
> The best practice is to choose the one that closely matches the user's geographical location.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/{F8D7574D-6CEA-410C-9B68-07F3C71566EE}.png)
4. In the **User Tag** field, add any text that would help you easily identify the user in the custom reports. This field allows Enterprises to add custom labels or tags to your end users, giving you greater control over organization and user management.
5. 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**](/v1/docs/microsoft-licensing-for-the-pbx-and-sip-trunk-connector) in addition to their Microsoft User and **do not** have [Microsoft Calling Plan](/v1/docs/ensure-microsoft-calling-plan-is-removed).

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/{BFD451BD-DE67-4E54-8A72-30D90FFD760E}.png)
6. In the **SIP User** field, enter the address of record of the user on the PBX. ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/{6030E7BE-6093-49E0-9773-EBCE468DA039}.png)

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`).
7. In the **Phone Number** combo box, configure the user’s phone number using one of the following methods:

**Option A – e.164 DID (no extension): Use this option if the user has a direct inward dialing (DID) number and does not require an extension.** Select a phone number from the drop-down list. Alternatively, when the enterprise is allowed to add an external number, enter a phone number by entering both its country code and the rest of phone number in the two input boxes provided.

See both methods in this video:

[Phone Number Entry.mp4](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/Phone%20Number%20Entry.mp4)

**Option B – Pilot Number + Extension (available in ConnecttoTeams v2.18.5+)** Enter the Pilot Number (in e.164 format, including country code) in the Phone Number field (as described in option A), then enter the user’s extension number in the **Extension** field. The Pilot Number must be in e.164 format. It is not possible to enter an extension number in the Phone Number field.

> [!NOTE]
> Note: Pilot Number + Extension starting with release 2.18.5 on March 28, 2026
> 
> The Extension field is only available starting with ConnecttoTeams 2.18.5. If you are configuring a new PBX user with a standard e.164 DID, no changes are required — continue selecting or entering the phone number as usual and ignore the Extension field. Users previously configured with extensions only must be migrated to the Pilot Number + Extension format. See the [migration procedure](/v1/docs/migrating-to-pilot-number-extension) for details.
8. Select how the user’s voicemail should be handled :

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-YX9DN4AM.png)

- **Don’t Update** : Keep the user’s existing voicemail setting in Teams unchanged.

- **Yes** : This will change the **Call answer rules** in Teams Voicemail to ‘**Let the caller record a message**’.

- **No** : This will change the **Call answer rules** in Teams Voicemail to ‘**End the call without playing your greeting**’.
9. 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.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/{26D851D5-9CAF-410B-B642-B307A467125D}.png)
10. 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.)

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/{1EF24F03-347F-408D-9E6A-EE8A96F22FA8}.png)
11. Select how the user’s **DialPlan Policy** should be applied in Teams:

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-2II5LI22.png)

- **Don’t Update** : Keep the user’s existing Voice Routing Policy in Teams unchanged.

- **Enable** : Set the user’s Voice Routing Policy to the custom policy defined by your ConnecttoTeams provider.

- **Disable** : Revert the user’s Voice Routing Policy to ‘Global (Org-wide default)’.
12. **SIP Authentication ID** This is the SIP device’s authentication ID in the PBX. This is sometimes the same as the beginning of the SIP User, but not always.

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/{91886241-30E7-4E86-9A51-33ADEA4EC503}.png)
13. Input the **SIP Password** (twice to confirm). ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/{220A7393-4274-4DCE-AA45-54B2A6330926}.png)
14. 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)

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/{E27DA0B2-DC4D-4545-AC60-20C886690BCD}.png)
15. Click the **Save User** button.

## Part II. Sync Changes to Microsoft

**If changes to user/s were made by a Service Provider without Service Provider management consent**, the Enterprise Admin must log into the Enterprise Portal and click on Sync Teams Users. ![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/image-1751580934498.png)

If changes user/s were made by the Enterprise Admin or a Service Provider with management consent, the system automatically syncs the changes. No further action is required.

> [!NOTE]
> Check Sync Status
> 
> The user provisioning status will be reflected in the Enterprise Dashboard. Click here for more info about [User Provisioning Status Indicators](/docs/dashboard#user-provisioning-status-indicators).

**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.

**Result**:

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

![](https://cdn.us.document360.io/312e5ae5-e3c1-465d-8e37-f253a7ba8eee/Images/Documentation/{84676E1F-0560-4270-BDF7-61F5D98B67FA}.png)

## Suggested Further Reading

- Learn more about [Caller ID, Caller Name and PAI Controls](/v1/docs/caller-id-caller-name-and-pai-controls)
- Learn more about [User Provisioning Status Indicators](/docs/dashboard#user-provisioning-status-indicators).

A voice route, also called gateway, refers to the configuration settings that determine how incoming and outgoing phone calls made through Microsoft Teams are directed to the appropriate phone number on the PSTN, essentially defining the path a call takes based on the dialed number. This is represented as a "online voice routing policy" within the Microsoft Teams Admin Center.