8x8 Phone App for Microsoft Teams

Requirements

• At least one 8x8 Voice for Microsoft Teams user must be active on the 8x8 service for Phone App users to be enabled.
  • 8x8 Voice for Microsoft Teams service must be configured and operational before Phone App service can be configured.
• Each Phone App user must be assigned an 8x8 X Series license. All licenses are supported except for Lobby and XT licenses.
• An MS Teams Integration license in 8x8 Admin Console user profiles must be enabled for each Phone App user.
• Phone App users cannot have either a Microsoft Phone System license or Calling Plan assigned to them.
• Setup requires action by a Microsoft Global Administrator, and by an 8x8 admin with at least Users permission assigned.
• Large Tenant Mode is required to be enabled in the 8x8 Voice for Teams admin portal. This means that both Phone App users and Voice for Teams users must be added to separate Azure AD security groups.

Limitations

• For Phone App users, the following features are not supported due to Microsoft licensing and Phone App limitations:
  • Click-to-call from Microsoft Teams > Calls app > Contacts
  • Warm transfer available for internal transfers, only. External (PSTN) transfers must be made as cold transfers.
  • Conference calls with external phone numbers
  • Promote call to meeting with external participants is not supported. Promotion to meeting is only supported with other internal Teams users.
• In Teams for Web, 8x8 Ring Groups are supported, but only when the Ring Pattern is set to Sequential (Cyclic Repetitive). This limitation is not present when using the Teams client.

Phone App supports Consult and transfer to another Phone App user on the same tenant. Please see these articles for important information about call transfers: 8x8 Phone App for Microsoft Teams: Call Transfer Scenarios 8x8 Phone App for Microsoft Teams: Consult Transfer to Phone App Users

Important Usage Info

• Outbound Call Behavior
  • By design, initiating an outbound call will result in the Teams user first receiving an inbound call. That inbound call must be answered to complete a connection to the called phone number. This is expected behavior.
  • The native Calls app in the Teams app bar can be used for contacting other Teams users on the same Microsoft service. However, external (Non-Teams) phone number dialing is prohibited there, and will fail. This is because Phone App users do not have a Microsoft Phone System license or Calling Plan applied to them (a requirement for Phone App users).
• Call Transfers
  • Call transfers to external numbers must take place within the Phone App interface, not within the Teams native active-call window.
  • As stated above, warm transfers for external calls are not supported in the Phone App. Only for internal transfers via the native Teams call window.
• Call History
  • The 8x8 Phone App has its own call history, which displays accurate inbound, outbound, and missed-call information.
  • Note that call history in the native Teams Activity app in the Teams app bar will also be displayed, but all calls in that app will be marked as Inbound.
• Contacts
  • Contents of the 8x8 Phone App Contact list are polled only from Microsoft. Contacts are not polled from 8x8 due to Microsoft API limitations.
  • The Phone App's Contacts list is drawn from the following. Contacts will only be displayed if phone numbers are assigned in the Office/Business or Mobile phone fields:
    • Licensed users on the same Microsoft service.
    • Contacts created by users in their Microsoft Teams client.
    • Contacts listed in the user's Microsoft Outlook 365 (online).
  • Microsoft Exchange GAL (Global Address List) is supported in the Phone App. As stated above, these contacts will only be displayed in the Phone App Contacts > My Organization list, and only when a phone number is assigned in a user's Office/Business or Mobile phone field.