Overview
Microsoft Teams is a unified communication and collaboration platform that combines phone service, workplace chat, video meetings, file storage, and application integration.
8x8 Voice for Microsoft Teams is a cloud-based PBX-to-PBX integration with Microsoft Phone System, which creates a seamless, behind-the-scenes integration of 8x8 Work phone service into Microsoft Teams.
In essence, the Voice for Teams service provides enterprise-grade telephony and global PSTN connectivity to customers who want to retain Microsoft Teams as their sole collaboration interface.
Note: The 8x8 Presence Sync with Microsoft Teams is supported in both 8x8 Voice for Microsoft Teams and the 8x8 Phone App.
Applies To
- Microsoft Teams
- Microsoft 365
- 8x8 Voice for Teams
- X Series (including Metered and Pro migration licenses)
- 8x8 Work
- 8x8 Admin Console
- Contact Center
How It Works
The 8x8 telephony service essentially replaces existing or potential voice service offered by Microsoft Teams.
When the setup is completed, Microsoft Teams devices are registered as SIP devices, just like a desk phone. The required phone extension and user information is synchronized from 8x8 to the Microsoft Teams environment, and the user's 8x8 phone number will appear in Teams devices.
So when a Teams user makes or receives phone calls using a Teams client or device, the calls are transparently handled by the 8x8 phone service. The end user will probably not even be aware that they are using 8x8 unless they're told about it.
Additional details:
- Registration: The service registers the Teams client as a SIP device on the existing PBX, just like a phone. Users can have a VOIP handset, a Teams client, or both.
- Cloud Service: Operates as a pure multi-tenant cloud service, meaning no hardware or software overhead for the customer.
- Simple Admin: Single sign-on portal (admin.msteams.8x8.com) for creating the link to the existing PBX (on-premises or cloud) and automatic mapping of numbers to Teams users.
Supported Devices
8x8 desk phones are not required, but are supported. Customer 8x8 PBXs handle 8x8 desk phones directly, rather than through the Microsoft Teams infrastructure.
All other devices and clients typically supported by Microsoft Teams are also supported by 8x8 Voice for Teams. So in the event of service issues with Microsoft 365 services or Teams specifically, any assigned 8x8 desk phone would still continue to work.
The service works across all Teams clients and devices, including when using Teams in a web browser. No client software or configuration is required. Multiple Teams clients use just one line and device registration on the 8x8 side. Supported device types include:
- Teams-ready phones
- Mobile devices (iPad, iPhone, Android)
- Mac, PC, and Linux (Teams desktop or web client)
- User’s partner desk phone (VOIP handset registered via SIP)
Obtaining 8x8 Voice for Microsoft Teams Service
Requests for the 8x8 Voice for Microsoft Teams service must be directed to 8x8 Sales representatives or Partners.
8x8 Contact Center for Microsoft Teams
8x8 Contact Center is solution certified for Microsoft Teams. To configure 8x8 Contact Center for Microsoft Teams, agents must have an applicable X Series license for Contact Center in addition to 8x8 licenses required for Voice for Teams.
Once the required licenses are assigned, the agent will then need to ensure that their Workplace Number in Agent Workspace matches their 8x8 Voice for Microsoft Teams number.
Transfer modes in hybrid environments (Direct Routing + Operator Connect)
Important note for Hybrid environment Requirement: If your organization uses both 8x8 Voice for Teams (Direct Routing) and Microsoft Operator Connect, you must set the Transfer Mode to “Teams handles transfers” in admin.msteams.8x8.com. Using “Teams True Transfer” in this scenario will cause blind transfers to Operator Connect users to fail.
Why “Teams True Transfer” fails in hybrid environments
When Teams True Transfer is selected and a user performs a blind transfer to an Operator Connect user, the transfer fails. This is because Teams True Transfer sends a SIP REFER message back to 8x8, and 8x8 cannot route calls to the Operator Connect tenant.
Transfer mode options
| Transfer Mode | When to Use |
|---|---|
| Teams True Transfer | Direct Routing (8x8 Voice for Teams) only environments. Not supported in hybrid Direct Routing + Operator Connect environments. |
| Teams handles transfers | Required when Operator Connect users are present in the environment. Microsoft Teams natively completes the transfer without routing back through 8x8. |
How to change the transfer mode
- Sign in to admin.msteams.8x8.com.
- Navigate to Services > PBX > Transfer Mode.
- Change the setting from Teams True Transfer to Teams handles transfers.
- Save your changes.
Important Notes
Licensing
- Only 8x8 X Series licenses (including Metered and Pro migration) are supported. CRM/Account Manager accounts are not compatible.
- Microsoft's Phone System License is required per user for the Teams dial pad to be visible. Supported options: Microsoft 365 E5, or Microsoft 365 Business Basic/Standard/Premium + Teams Phone Standard, or Microsoft 365 E1/E3/A1/G1/A3/G3 + Teams Phone Standard.
Contact Center
- Contact Center is supported but requires use of the AGUI. The Teams dialpad displays call activity of the associated 8x8 Work extension.
- Auto Answer - Persistent: Supported. Note that Persistent mode makes the user appear busy in Teams for the duration of Contact Center login.
- Auto Answer - Non Persistent: Teams Auto Answer is not supported.
- Contact Center Directory shows 8x8 hookstate for Teams users; it does not reflect internal Teams status.
- Contact Center Chat to Teams Chat is not supported.
General
- 8x8 Work for Desktop is generally not recommended for simultaneous use with Microsoft Teams, but can be enabled by a service administrator if needed.
- Microsoft Teams Voicemail should be disabled when agents are assigned to 8x8 Work ring groups and call queues, to prevent calls routing to voicemail instead of an available agent.
- Microsoft Azure is supported as an Identity Provider in 8x8 Admin Console. Azure SCIM/sync is supported with an Azure AD App Gallery application for 8x8.
- Initial sync of new Voice for Teams users can take up to 72 hours for Microsoft to complete. The Teams dial pad appears only after sync is completed.
- Microsoft does not support Islands Mode for Direct Routing. Tenants in Islands Mode must be migrated to Teams Only mode to work with 8x8.