Working with Contacts

This article explains how various Microsoft systems storing Contacts are utilized by ConnecttoTeams applications.

Working with Contacts

The ConnecttoTeams applications are able to utilize contact information in various contexts presented in this article. The contact information is retrieved from Teams, Azure Active Directory (also referred to as AD or Entra), and Outlook Contacts.

Sources for Contact Information

Azure Active Directory Contacts:

Scope: Azure Active Directory Contacts are typically used in the context of Azure Active Directory (Azure AD), Microsoft's cloud-based identity and access management service. These contacts are often related to identity management and access control within an organization's network and cloud resources.

Management: Azure Active Directory Contacts are available to enterprise administrators. They can be synchronized across various Microsoft services (such as a local Active Directory). They are available through the Microsoft Graph API.

The Azure Active Directory Contacts can be managed at this contacts administration page.
The Azure Active Directory Contacts of an organization are viewable by each member from their Outlook's Directory > All Users folder.
Contact sync delay:
Updates to Azure Active Directory Contacts may take up to 4 hours to reflect in ConnecttoTeams apps. The delay stems from Microsoft's contact propagation mechanism.
Outlook Contacts:

Scope: Outlook Contacts are primarily used for email communication and scheduling within the Outlook application, part of the Microsoft Office suite. These contacts are created by each member and include information like email addresses, phone numbers, physical addresses, and other personal details useful for communication and organization.

Management: These contacts are accessible within Outlook as well as through the Microsoft Graph API.

A member of an organization can manage its Outlook Contacts at Your contacts folder.
Contact sync delay:
Updates to Outlook Contacts may take up to 10 minutes to reflect in ConnecttoTeams apps. The delay stems from Microsoft's contact propagation mechanism.
MS Teams Contacts:

Scope: Teams Contacts are used within the Microsoft Teams platform. These contacts are focused on facilitating chat, calls, meetings, and collaboration within Teams.

Management: Teams Contacts are only available to Teams users through Teams. Teams users can add, remove, or organize contacts in Teams based on their collaboration needs. Teams Contacts include both individuals and groups.
Microsoft has not made available an API to access Teams Contacts. Consequently, the Teams Contacts are not accessible to any ConnecttoTeams app.

How Contacts are Used

MS Teams Dial Pad - When using a ConnecttoTeams calling app and using the MS Teams dialpad, it is possible to transfer a call to an external PSTN number or a one of the user's contacts. In this context, the available contacts will include those MS Teams Contacts or Azure Active Directory Contacts.

Azure Active Directory Contacts are generally available to all users within the enterprise, while MS Teams contacts are restricted to the Teams user. Note that Azure Active Directory Contacts are not used for inbound calls, therefore will not show as the caller name.

It is a common practice to create an Azure Active Directory Contact for external PBX extensions such that these extensions are available and associated with the associated PBX user name when transferring a call from the Teams dialpad.

CallApp - When using the CallApp App, it is possible to call or transfer a call to a PBX extension, an external PSTN number, or a one of the user's contacts. In this context, the available contacts will include Teams contacts, those included in Azure AD or Outlook. Azure Active Directory Contacts are generally available to all users within the enterprise, while Teams Contacts and Outlook Contacts are restricted to the respective Teams or Outlook user.

It is a common practice to create a contact for external PBX extensions such that these extensions are available and associated with the associated PBX user name when dialing or transferring a call from the Calling App.

SMS Connector - When using the SMS Connector App, it is possible to send an SMS to an external SMS-enabled number, or a contact that includes a mobile number. Also, when receiving an SMS, the SMS Connector will attempt to match the sender's number with a contact that has a matching mobile number. In this context, the available contacts will include those included in Azure AD or Outlook. Azure Active Directory Contacts are generally available to all users within the enterprise, while Outlook contacts are restricted to the Outlook user. Staring in June 2025, the SMS Connector can also be used to manage (save, update, delete) Outlook Contacts.

Teams Contacts are not used in the SMS Connector.

Tip : Syncing Contacts

It is a common and useful practice for an organization to create an Azure Active Directory Contact for external PBX extensions such that these extensions are available and associated with the associated PBX user name when transferring a call from the Teams dialpad.

Contact sync delays:
Updates to contacts in Microsoft will not instantly reflect in ConnecttoTeams apps. The delay stems from Microsoft's contact propagation mechanism.

Azure Active Directory Contacts updates may take up to 4 hours.

Outlook Contacts updates may take up to 10 minutes.

Working with Contacts