Introducing the Unified Connector App
To simplify deployment and ongoing management, we are consolidating four separate connector applications into a single Unified Connector App.
This approach reduces complexity for both enterprise administrators and end users by eliminating the need to install, configure, and manage multiple Microsoft Teams applications.
Key Benefits
One app, four services: A single installation now supports PBX, CallApp, SMS, and Chat services — no more juggling multiple Teams apps.
Simpler setup: Fewer configuration points and a more streamlined deployment experience.
Consistent user experience: One unified interface across all connector services.
Easier maintenance
Simplified updates and version control
Improved reliability through shared services
Reduced administrative overhead
Clearer support and troubleshooting model
New: AI-powered actions: Starting with system upgrade 2.19.0 on March 17, 2026, the Unified Connector App includes AI support. Users can perform actions like sending SMS messages using plain, everyday language directly from any Microsoft Teams conversation screen — no special commands or navigation required.
Recommendation
The CallApp and Chat services are now available exclusively through the Unified Connector App.
New enterprise deployments are therefore strongly encouraged to use the Unified Connector App for PBX, CallApp and SMS, rather than relying on standalone connector apps.
The end of life date for PBX, CallApp and SMS Connector Apps will be announced soon.
You can configure CallApp users individually or in bulk. This article presents the steps to configure users individually. To configure CallApp users in bulk, check Set Up CallApp User (Bulk)
Before You Begin
Ensure that you have configured your PBX. Refer to PBX Configuration Guide.
Ensure that you have configured and deployed your Unified Connector App. Refer to Deploy and Sync the Unified Connector App.
Part I. Set Up CallApp User
From the Enterprise Admin Menu, click on Users menu item.
The Manage Users page displays.
Click Set Up Call App User button.
This form displays.
Fill out the rest of the fields.
For more information about each field in the form, refer to the Set Up PBX User (Individual) article.PBX Location
User TagTeams User
SIP User
Phone Number
Extension
Caller Name Policy
Custom Caller Name
Caller ID on Forwarded Calls
SIP Authentication ID
SIP Password
Confirm SIP Password
Notes:
- The same behavior for PBX app's Phone Number combo box is used in Call App's Phone Number combo box.- The Call App user can be assigned an e164 Phone Number or an e164 Phone Number (Pilot Number) and Extension.
Click Save Call App User button.
This takes you back to the Enterprise Dashboard.
Wait for the process to complete.
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Once complete, a confirmation message displays at the top right of the page and in the activity feed.
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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.
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.
Check Sync Status
The user provisioning status will be reflected in the Enterprise Dashboard. Click here for more info about 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.
Part III. Monitor User 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.
When the sync status shows completed, the Teams User can start utilizing the CallApp.