Using the ACS Call App

About

The ACS Call App is an add-on to the PBX Connector that enables organizations to integrate external PBX (e.g., Avaya, Mitel), UCaaS (e.g., Dialpad), or CCaaS platforms with Microsoft Teams. It leverages the Microsoft Azure Communications Service VoIP infrastructure for crystal-clear voice and video calls, federated with Teams for seamless collaboration.

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 – The ACS Call App is supported on the following:
◦ Teams in a desktop Chrome browser – fully supported.
◦ Teams desktop app on Windows and Mac – fully supported.
◦ Teams mobile (iOS and Android) – Not yet supported. Inbound call alerts may not work reliably on mobile, and issues on mobile are not fully supported at this time.
Notifications – Inbound calls rely on notification settings. If you are using the ACS Call App in the browser, enable your browser notification settings. If you are using the ACS Call App in the Teams desktop app (Windows or Mac), enable your system notification settings. See details in the following section.

Enable Notification Settings

Before using the ACS Call App for the first time, notifications and microphone/speaker permissions must be granted.

For the Chrome Browser

To enable browser notifications for Microsoft Teams events in the Chrome browser, follow these steps based on available information:

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.
- Click Add to include Teams in the allowed list for notifications.
Configure Teams Notification Settings:
- Open Microsoft Teams in Chrome by visiting https://teams.microsoft.com.
- 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.
- Ensure notifications are enabled for the desired activities (e.g., chats, meetings, mentions). You can customize settings like:
  - Chats and channels: Set to “Banner and feed” for desktop notifications.
  - Meetings: Enable notifications for meeting starts or chat messages.
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.
- Check that specific channels or chats are not muted. Right-click a channel, select Channel notifications, and choose All activity if muted.
Test and Troubleshoot:
- Restart Chrome after applying changes to ensure settings take effect.
- Test by having someone send you a chat message or start a meeting 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.
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, 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.

Making a Call

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

For a complete guide to using the dialer, see Introducing the Dial Manager.

FAQ

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.

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