3CX and MS Teams Calling

[Morgan Gunter]

I have a mix of 3cx users who will only be logged in to take calls in their 3cx app. I also turned on the Teams integration to allow certain users to use the Teams 3cx dial plan so they can call from the Teams app. Both of these users are under the same domain in MS Teams and both use the Teams platform.

How do I set up the MS Teams platform when my Teams 3cx user calls, it will call the users in 3cx using the Teams 3cx link? Currently when trying to call the 3cx user Teams treats it as an internal Teams call.

 

[Charles_3CX]

Do you have teams set up with their own team-specific dial plans, or are you only using Teams with 3CX integration as per the guide: https://www.3cx.com/docs/microsoft-teams/

 

[Morgan Gunter]

Do you have teams set up with their own team-specific dial plans, or are you only using Teams with 3CX integration as per the guide: https://www.3cx.com/docs/microsoft-teams/

I currently only have the teams with 3cx integration configured. I would expect some sort of way that I can make it in teams when calling using the dialer it would know not to call using the teams internal calling, it would be able to call the 3CX extension number instead.

 

[Charles_3CX]

How are you dialling the other 3CX users, please? Are you dialling their extension number from the Teams dialer?

 

[Morgan Gunter]

How are you dialling the other 3CX users, please? Are you dialling their extension number from the Teams dialer?

I can dial their 3cx ext from the dial pad, but the way I would see the customer using it would be they type in the name of the person in the dial pad, this pulls up the MS contact, when I click on call it will try to call the user using the internal teams dial plan and not the 3cx ext. I was hoping we could figure out a way to tell teams to call out to 3cx when the user is not enabled as 3cx team phone. The reason behind this set up is, we have contact centre agents that want the 3cx app to be their phone and not fall under the 3cx teams phone. Thanks again for any help you can provide.

 

[Charles_3CX]

In this case, if they are not also integrated with the themes of direct routing and only a 3cx user, then this cannot be achieved. Only by dialling their extension number can this be done.