Using the ACS Call App

  • Updated on Sep 23, 2025
  • Published on Sep 9, 2025
  • 3 minute(s) read
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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 install the CallApp Add-On to your Teams system so that it will appear in your Teams app catalog.

Things to Know

  1. Browser Only -  Due to limitations in the way that various platforms allow for event notifications, with the initial release, we only support the ACS Call App in Teams running in a desktop Chrome browser.   Although the native Team apps may work on various other platforms, we will not support trouble reports in cases where it does not.  We intend to expand support for the native Teams applications on desktop and mobile in a future release.

  2. Mobile Devices Not Supported - Given the reliance on the desktop Chrome browser for inbound call alerts, the ACS Call App will not be supported on mobile devices initially. 

  3. Notifications - Notifications for inbound calls will rely on the browser notification settings.  Users with inconsistent browser settings may not receive inbound call alerts.  

Add the Call App into your Teams Client

Navigate to Teams app catalog. From the built for your org, look for the CallApp (it may be named differently if service provider customized it for your org), then click Add. Then proceed to open the app as you would with any Teams app. If you prefer, pin the app.

Enable Notification Settings

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

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

  1. 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).

  2. Navigate to Notification Settings:

    • In the Settings menu, go to Privacy and security > Site Settings > Notifications.

  3. 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.

  4. 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.

  5. 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.

  6. 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.

  7. 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.

Making a Call

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

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