The Dial Manager appears in the Unified Connector App when the CallApp service is enabled for your Teams user. This guide walks through how to place calls, review call logs, and reach the related screens: PBX End User Portal, SMS Page, and Feature Codes Management.
Note: Your service provider may rename the Unified Connector App and the Dial Manager tab to match your organization's terminology. If the labels in your installed app differ from those shown here, ask your Enterprise Admin for clarification.
Before You Begin
Your organization's Enterprise Admin must deploy and sync 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.
1. Accessing the Dial Manager
To access the Dial Manager, click on the Unified Connector App Teams app in your Teams navigation pane or search for it in the Apps > Built for your org screen.
If your account is configured for CallApp, the Dial Manager tab appears in the app.
2. Placing a Call with the Dial Pad
To place a call using the Dial Manager:
Use the on-screen dial pad to enter the desired phone number.
Note: Your Caller ID — labeled Work number — appears at the bottom of the dial pad. A green checkmark indicates it is active and ready to use.Once the number is entered, the Call button at the bottom becomes active (if a valid work number is configured).
Click Call to initiate the call.
After clicking Call, a call dialog like the one below appears, showing call progress and participants and providing controls for Mute, Add Participant, Hold, Transfer, and End Call.
3. Viewing Call History
The History panel logs your recent call activity, including:
Phone Number: Contact or number on the call.
Call Status: one of:
Answered (Incoming)
Answered (Outgoing)
Rejected - 603:Call Rejected
Missed - 487:Originator Cancel
Timestamp: When the call occurred.
Duration: How long the call lasted (e.g., 26 Seconds).
Page Navigation Controls
Controls at the bottom of the panel step through pages of call history:
First, Prev, Next, Last: Step through pages
Page Indicator: Your current position (e.g., Page 1 of 1).
4. Call Details Panel
Clicking a row in the History panel opens the Call Details view with more information about that call. To redial the number, click the button showing the phone number.
5. Functional Navigation Icons
Located at the top-right of the center panel, these icons provide access to other modules of the Unified Connector App
This table outlines the function of each icon:
Icon | Destination Page | Description |
|---|---|---|
| PBX Portal | Opens your PBX End User Portal interface. If your Enterprise Admin has fully configured the PBX integration, you are logged in automatically. To return to the Dial Manager screen, click the X icon located in the top-right corner of the PBX portal window. |
| SMS Page | Opens the SMS Page where you can send and receive SMS and MMS messages. To return to the Dial Manager screen, click the X icon in the upper-right corner of the SMS page. See Using the SMS Page within the App guide for more details or this collection of articles for all SMS topcis. |
| Feature Codes Page | Opens the Feature Codes page, where you can view and manage dialing shortcuts (feature codes) for phone-system functions like forwarding, voicemail access, and do-not-disturb settings. To return to the Dial Manager screen, click the X icon in the top-right corner of the Feature Codes page.
|
| Presence Page | Toggles permission for the connector to monitor your Microsoft Teams user. When enabled, your presence status can influence how incoming calls are automatically paused—based on your availability settings in Teams. For more details, see the article: Pause Inbound Calling User Guide |
| Contacts Panel | Opens the Contacts panel. See the next section for more info about the Contacts Panel. |
| History Page | Returns to the History panel from any other view. |
Tip: Hover over each icon to see a tooltip with the destination page name.
6. Contacts Panel
The Contacts Panel displays your Outlook contacts — both personal and organizational.
Clicking a row in the Contacts Panel opens the Contact Details view, where you can view additional information about the selected contact. To place a call, simply click the button displaying the contact’s phone number.
FAQ
How do I place a CallApp call?
Here are three ways to make a CallApp call:
Using the dial pad in the Dial Manager
Enter the phone number directly into the dial pad on the Dial Manager tab.
→ See Section 2 above for more details.Redialing from Call History
In the History panel, click a previous call entry to open the Call Details panel, then click the button displaying the phone number to redial.
→ See Section 4 above for more details.Calling a contact from the Contacts panel
In the History panel, click the contact icon, select a specific row for the contact, then click the phone number button in the Contact Details panel to initiate a call.
→ See Section 6 above for more details.
How do I open the SMS screen?
If you're in the History or Contacts panel, click the message icon.
If you're in the End User Portal or Feature Management screen, click the X icon to return to the previous screen. Then, click the message icon.
Why does the Unified Connector App open in a separate window?
When the CallApp calling service (with the dialpad) is enabled for your user, the Unified Connector App launches as a popped-out window in the Microsoft Teams Desktop client. This is required for inbound call alerts — the incoming-call popup and ringer — to appear reliably. Teams Desktop manages notification popups in a way that prevents them from surfacing correctly when an app is embedded inside the main Teams window, so popping the app out is the workaround.
This is a limitation of Microsoft Teams Desktop, not a configuration issue with the Unified Connector App. The browser version of Teams does not have the same restriction — the Unified Connector App runs embedded inside Teams there as normal.
If the CallApp service is not enabled for your account (for example, you only use SMS or Chat), the Unified Connector App does not need to pop out and behaves like any other Teams app.