Using the ACS Call App

About

The CallApp is an add-on to the PBX Connector service that brings your organization's phone system into Microsoft Teams. It connects external PBX platforms (such as Avaya or Mitel), UCaaS platforms (such as Dialpad), and CCaaS platforms to Teams, so users can make and receive high-quality voice and video calls. Users don't need a Microsoft Teams Phone license. A Microsoft 365 license that includes Teams is all they need.

Before You Begin

Your organization's Enterprise Admin must deploy the Unified Connector App to the app catalog and configure your account as a CallApp user.

Know When the App Is Ready

In Microsoft Teams, navigate to the Teams app catalog.
Under Built for your org, locate the app.
Note: The app name may vary if it has been customized by your service provider.
The app is ready when the button says “Open”.

Once available, select Open to start using the app.
For quicker access in the future, you can optionally pin the app to your Microsoft Teams sidebar.

If the button continues to display Add for more than 24 hours, contact your enterprise administrator and request that they upgrade the app in the Enterprise portal by increasing the version number and redeploying the app.

Things to Know

Supported Platforms

You can use the Call App on:

Teams in Chrome on your computer
The Teams desktop app on Windows or Mac
Your phone (iOS or Android), using the Connect2Teams app. The Call App doesn't work inside the Teams mobile app. Get it for iOS or Android. For help, see Using the Connect2Teams Mobile App.

Notifications

To get incoming call alerts, turn on notifications:

In Chrome: allow notifications in your browser.
In the Teams desktop app: allow notifications in your Windows or Mac settings.

See the steps in the next section.

Enable Notification Settings

Before using the ACS Call App for the first time, allow notifications as described below.

For the Chrome Browser

To allow notifications in Chrome:

Access Chrome Settings:
- Open Google Chrome.
- Click the three-dot menu (…) in the top-right corner.
- Select Settings (or type chrome://settings/ in the address bar and press Enter).
Navigate to Notification Settings:
- In the Settings menu, go to Privacy and security > Site Settings > Notifications.
Allow Notifications for Teams:
- Under the Allow section, click Add.
- Enter the Microsoft Teams URL: https://teams.microsoft.com, then click Add.
- Click Add again, enter https://teams.cloud.microsoft, then click Add.
Configure Teams Notification Settings:
- Open Microsoft Teams in Chrome by visiting https://teams.microsoft.com or https://teams.cloud.microsoft/.
- Log in with your Microsoft 365 account.
- Click your profile picture or the three-dot menu (Settings and more) in the top-right corner of Teams.
- Select Settings > Notifications.
- Under Appearance and sound > Notification style, choose Mac or Windows (depending on your operating system) to route notifications through the system’s notification center.
Check System Notification Settings:
- On Windows:
  - Go to Settings > System > Notifications & actions.
  - Ensure notifications are enabled for Chrome and that “Get notifications from apps and other senders” is turned on.
- On macOS:
  - Go to System Settings (or System Preferences in older versions) > Notifications.
  - Select Google Chrome from the list and ensure Allow Notifications is enabled.
  - If using Focus mode, add Teams to the Allowed Apps list to receive notifications even when Do Not Disturb is active.
Verify Teams Status and Settings:
- Ensure your Teams status is not set to Do Not Disturb, as this suppresses notifications. Click your profile picture, then set your status to Available.
Test and Troubleshoot:
- Reload the app by clicking the three-dot menu (…) in the top right corner and selecting Reload app.
- Test by having someone call your number to confirm notifications appear.
- If notifications don’t work, double-check the Teams URL in Chrome’s notification settings and ensure Chrome notifications are allowed at the system level.

For the Teams Desktop App on Windows

Open Windows Notification Settings:
* Click the Start menu and open Settings.
* Go to System > Notifications.
Enable Notifications for Microsoft Teams:
* Scroll down to the list of apps under Notifications from apps and other senders.
* Find Microsoft Teams and toggle it On.
Test and Troubleshoot:
* Reload the app by clicking the 3 dots (…) at the top right corner and selecting the Reload tab.
* Test by having someone place a call to confirm the inbound call alert appears.
* If notifications don’t appear, verify that Do Not Disturb mode is not active in Windows Focus settings, and confirm Microsoft Teams is not set to Do Not Disturb within the app.
* If the issue persists, sign out and back in to the Teams desktop app.

For the Teams Desktop App on Mac

Open macOS Notification Settings:
* Click the Apple menu and open System Settings (or System Preferences on older macOS versions).
* Select Notifications.
Enable Notifications for Microsoft Teams:
* Find Microsoft Teams in the app list.
* Set Allow Notifications to On.
* Recommended: set the alert style to Alerts (rather than Banners) so notifications stay on screen until dismissed.
Configure Teams Notification Settings:
* In the Teams desktop app, click your profile picture in the top-right corner.
* Select Settings > Notifications.
* Ensure that call-related notifications (e.g., Calls, Missed calls) are enabled.
Test and Troubleshoot:
* Restart the Teams desktop app after applying changes.
* Test by having someone place a call to confirm the inbound call alert appears.
* If notifications don’t appear, check that Focus or Do Not Disturb mode is not active in macOS, and that Teams is not set to Do Not Disturb within the app.
* If using Focus mode, add Microsoft Teams to the Allowed Apps list.
* If the issue persists, sign out and back in to the Teams desktop app.

Grant Microphone and Speaker Access

When microphone and speaker access is not yet available, an error banner is shown.

When prompted, enable the ringer by selecting the Confirm button.
From the top right corner of the app, click the 3 dots and select App permissions.
Enable the toggle for Media (Camera, microphone, speakers).

Making a Call

To initiate a call using the CallApp, simply input the desired phone number and then press the call button.

Turning off Incoming Calls

If you prefer to answer calls only on your physical desk phone, you can stop incoming call alerts in the Call App.

Open the Call App dialer.
Turn on the Turn off Incoming Calls toggle.

To receive calls in the Call App again, turn the toggle off. This setting also applies to the Connect2Teams mobile app.

If you don't see the toggle, your organization hasn't enabled this option, and incoming call alerts stay on.