Integration
Microsoft Teams in IDA: call list, caller and time from Teams calls
If you phone through Teams, there is no phone system to plug a ticket system into. So IDA takes the calls from Microsoft's call records: calls to and from the phone network and Teams calls with other companies land in the call list, with the right customer, and the time can be booked onto the ticket.
BetaThis integration is built and usable, but has not yet run against a production third-party system - it was written against the vendor’s public interface documentation. Expect some follow-up work on first connection. We would rather say so up front than let you find out.
What IDA reads from Microsoft Teams Phone
- Calls to and from the phone network, whether via Calling Plan, Operator Connect or Direct Routing
- One-to-one Teams calls with people from other companies
- Direction, duration and whether a call was answered
- The employee via their Teams sign-in name - no extension mapping to maintain
What IDA does with it
- Calls land in the same call list as with any other phone system and can be turned into a ticket or a time entry
- Callers are matched by phone number, Teams contacts by their sign-in name or the customer's Microsoft tenant
- Missed calls appear in the call-back list
- Internal calls and meetings stay out - only what concerns customers reaches the call list
Who it is for
IT service providers who phone through Microsoft Teams and still want calls on the customer and on the ticket.
Setup: Requires the "Microsoft 365" connection (an app registration in your own tenant) plus the application permission for call records with admin consent; the connection test names a missing permission. Teams replaces any other phone system - one is active at a time.
Every integration in IDA has its own switch. Turn it off and it disappears completely - including the columns, filters and reports that belong to it. You only see what you actually use.
Vendor website: Microsoft Teams Phone. Microsoft Teams Phone is a trademark of its respective owner; IDA connects to the system technically, which implies no partnership.
Related
- 3CX - Telephony & remote support
- STARFACE - Telephony & remote support
- Microsoft 365 calendar - Calendar
Questions about the Microsoft Teams Phone integration
Do I see who is calling while it rings?
No. Microsoft only reports live Teams calls to a dedicated calling bot in Azure, and IDA deliberately does not run one. Calls come from the records Microsoft provides after the call, usually 15 to 30 minutes later.
Which calls does IDA take in?
Calls to and from the phone network and one-to-one Teams calls with people from other companies. Calls between colleagues and meetings stay out.
Does IDA write contacts to Teams?
No. Teams has no central directory that can be maintained from outside. The customer matching happens in IDA.
What does "beta" mean here?
The integration is built but has not yet run against a real Teams tenant with all permissions. Hiding it would have taken the choice away from every Teams user; the label tells you where you stand instead.
Everything in one interface - for you too
30 days free, no payment details. Every integration is included at no extra cost.