MS Teams

Contents
Welcome to Teams
How to roll out Teams
Posters: Teams architecture & telephony solutions
Get started
Overview
Step 1: Create your first teams and channels
Step 2: Onboard early adopters
Step 3: Monitor usage and feedback
Step 4: Plan your org-wide rollout
Chat, teams, channels, and apps
Plan your deployment
Overview of teams and channels
Assign team owners and members in Teams
Overview of dynamic membership for teams
Best practices for organizing teams in Teams
Create an org-wide team in Teams
Manage teams and channel policies
Manage discovery of private teams in Teams
Set up channel moderation in Teams
Sharing files in Teams
Manage messaging policies
User presence in Teams
Archive or delete a Team
Apps, bots, and connectors
Overview
Apps permissions and considerations
Admin settings for apps in Teams
Add bots for personal chats, group chats, and channels in Teams
Use built-in and custom tabs
Use Office 365 and custom connectors
Publish apps in the Teams Tenant Apps Catalog
App certification
App templates for Teams
Configure the Skype Meetings App to work with Teams
Guest access
About guest access
How a guest joins a team
What the guest experience is like
Authorize guest access in Teams
Turn on or turn off guest access in Teams
Manage guest access in Teams
Add a guest to a team
View guest users in a team
Edit guest user information
Use PowerShell to control guest access to a team
Guest access checklist
External access (federation)
Manage Teams
Administrator roles
Manage Teams settings for your organization
Manage Teams during the transition to the new Microsoft Teams admin center
Manage Teams in the Microsoft Teams admin center
Manage the free version of Teams
Assign team owners and members in Teams
Edit Teams user settings in bulk
Manage app permission policies in Teams
Manage app setup policies in Teams
Manage custom app policies and settings in Teams
Manage feedback policies in Teams
Manage policy packages in Teams
Configure the Skype Meetings App to work with Teams
Manage external access
Use inline message translation
Use Microsoft Teams scoped directory search
Analytics and reports in the Teams admin center
Overview
Teams usage report
Teams user activity report
Teams device usage report
Teams live event usage report
Teams activity reports in the Microsoft 365 admin center
Meetings and conferencing
Tutorial: Meetings in Teams
Manage meeting policies
Manage meetings settings
Emails sent to users when their settings change
Enable users to record their name when they join a meeting
Turn on or off entry and exit announcements for meetings
Configure desktop sharing in Teams
Teams cloud meeting recording
Use the Teams Meeting add-in in Outlook
Set up the Call me feature for your users
Setting up the Meeting Migration Service (MMS)
Microsoft Teams Rooms
Manage the Whiteboard in Teams
Audio conferencing
Audio Conferencing in Office 365
Audio Conferencing common questions
Tutorial: Audio Conferencing in Teams
Try or purchase Audio Conferencing in Office 365
Audio Conferencing Complimentary Dial Out Period
Audio Conferencing subscription “Dial-Out”/“Call Me At” benefit
Set up Audio conferencing for Microsoft Teams
Assign Microsoft as the audio conferencing provider
Manage your audio conferencing bridge
Change the phone numbers on your Audio Conferencing bridge
Change the settings for an Audio Conferencing bridge
See a list of Audio Conferencing numbers
Set auto attendant languages for Audio Conferencing
Manage the Audio Conferencing settings for your organization
Audio Conferencing pay-per-minute
Manage the Audio Conferencing settings for users
Overview
See a list of users that are enabled for Audio Conferencing
Enable users to record their name when they join a meeting
Reset a conference ID for a user
Reset the Audio Conferencing PIN for a user
Emails that are automatically sent to users when their settings change
Enable or disable sending emails when Audio Conferencing settings change
Disabling toll-free numbers for specific users
Outbound calling restriction policies for Audio Conferencing and user PSTN calls
View and reset a conference ID assigned to a user
Send an email to a user with their Audio Conferencing information
Manage meetings settings for audio conferencing
Dialing out from a meeting so other people can join it
Turn on or off entry and exit announcements for meetings
Set the PIN length for Audio Conferencing meetings
Set the phone numbers included on invites
Start an Audio Conference over the phone without a PIN
Reference
Audio Conferencing supported languages
Phone numbers for Audio Conferencing
Country and region availability for Audio Conferencing and Calling Plans
Overview
Argentina
Australia
Austria
Bahrain
Belarus
Belgium
Belize
Bosnia & Herzegovina
Brazil
Brunei
Bulgaria
Canada
Chile
China
Colombia
Costa Rica
Croatia
Cyprus
Czech Republic
Denmark
Dominican Republic
Ecuador
Egypt
El Salvador
Estonia
Finland
France
Georgia
Germany
Greece
Honduras
Hong Kong
Hungary
India
Indonesia
Ireland
Israel
Italy
Japan
Jordan
Kenya
Latvia
Lithuania
Luxembourg
Macedonia
Malaysia
Malta
Mexico
Moldova
Monaco
Netherlands
New Zealand
Norway
Pakistan
Panama
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Qatar
Romania
Russia
Saudi Arabia
Serbia
Singapore
Slovakia
Slovenia
South Africa
South Korea
Spain
Sri Lanka
Sweden
Switzerland
Taiwan
Thailand
Trinidad & Tobago
Turkey
Ukraine
United Arab Emirates (UAE)
United Kingdom
United States
Uruguay
Venezuela
Vietnam
Videos - Audio Conferencing in Teams
Cloud Video Interop
Live events
What are Teams live events?
Plan for Teams live events
Set up for Teams live events
Use PowerShell to set Teams live events policies
Configure Teams live events settings
Cloud voice
Phone System
What is Phone System
Here's what you get with Phone System
Set up Phone System
Set up common area phones
Voicemail
Set up Cloud Voicemail
Change the default language for voicemail
Languages for voicemail greetings and messages
Caller ID
How can caller ID be used in your organization
Set the Caller ID for a user
More about Calling Line ID and Calling Party Name
Auto attendants and call queues
What are Cloud auto attendants
Set up a Cloud auto attendant
Small business example - Set up an auto attendant
Small business example - Set up a call queue
Manage resource accounts in Microsoft Teams
Create a Cloud call queue
Answer auto attendant and call queue calls directly from Teams
Call park and retrieve
Call sharing and group call pickup
Calling policy
Caller ID policy
Shared line appearance
Understand how users can block PSTN calls on Teams clients
Calling Plans
Which Calling Plan is right for you?
How to buy a Calling Plan
Set up Calling Plans for your organization
Quick start guide: Configuring Calling Plans
Phone System Direct Routing
Overview
Plan Direct Routing
Configure Direct Routing
Migrate to Direct Routing
Monitor and troubleshoot Direct Routing
Overview
Health Dashboard
User accounts in a hybrid environment with PSTN connectivity
Configure a Session Border Controller for multiple tenants
List of Session Border Controllers certified for Direct Routing
Location-Based Routing
Location-Based Routing terminology
Plan Location-Based Routing for Direct Routing
Configure network settings for Location-Based Routing
Enable Location-Based Routing for Direct Routing
Media bypass for Direct Routing
Plan for media bypass with Direct Routing
Configure media bypass with Direct Routing
Technical reference for Direct Routing
Trunk failover on outbound calls
Media path country codes
Phone numbers
Manage phone numbers for your organization
Types of phone numbers used for Calling Plan
Getting phone numbers for your users
How many phone numbers can you get?
Search for phone numbers for users
See a list of phone numbers in your organization
Assign, change, or remove a phone number for a user
Getting service phone numbers
Transfer phone numbers to Office 365
Transferring phone numbers common questions
Call routing
What are dial plans?
Create and manage dial plans
Emergency calling
What are emergency locations, addresses, and call routing?
Add, change, or remove an emergency address for your organization
Add, change, or remove an emergency location for your organization
Assign or change an emergency address for a user
Assign or change the emergency location for a user
Emergency call labels
Reference
Country and region availability for Calling Plan
Overview
Argentina
Australia
Austria
Bahrain
Belarus
Belgium
Belize
Brazil
Brunei
Bulgaria
Canada
Chile
China
Colombia
Costa Rica
Croatia
Cyprus
Czech Republic
Denmark
Dominican Republic
Ecuador
Egypt
El Salvador
Estonia
Finland
France
Georgia
Germany
Greece
Honduras
Hong Kong
Hungary
India
Indonesia
Ireland
Israel
Italy
Japan
Jordan
Kenya
Latvia
Lithuania
Luxembourg
Macedonia
Malaysia
Malta
Mexico
Moldova
Monaco
Netherlands
New Zealand
Norway
Pakistan
Panama
Paraguay
Peru
Philippines
Poland
Portugal
Puerto Rico
Qatar
Romania
Russia
Saudi Arabia
Serbia
Singapore
Slovakia
Slovenia
South Africa
South Korea
Spain
Sri Lanka
Sweden
Switzerland
Taiwan
Thailand
Trinidad & Tobago
Turkey
Ukraine
United Kingdom
United States
Uruguay
Venezuela
Vietnam
Country phone number management
Phone number management for Australia
Phone number management for Belgium
Phone number management for Canada
Phone number management for France
Phone number management for Germany
Phone number management for Ireland
Phone number management for Spain
Phone number management for the Netherlands
Phone number management for the U.K.
Phone number management for the U.S.
Toll-free dialing limitations and restrictions
Overview
Argentina
Australia
Belarus
Belgium
Belize
Brazil
Brunei
Bulgaria
Chile
China (North)
China (South)
Colombia
Croatia
Cyprus
Denmark
Ecuador
Egypt
Estonia
Finland
France
Germany
Honduras
Hong Kong
Hungary
India
Indonesia
Ireland
Israel
Japan
Kenya
Luxembourg
Malaysia
Mexico
Moldova
Monaco
Netherlands
Panama
Paraguay
Peru
Philippines
Poland
Portugal
Qatar
Romania
Saudi Arabia
Serbia
Singapore
Slovakia
Slovenia
South Africa
South Korea
Spain]
Sweden
Taiwan
Thailand
Turkey
United Kingdom
Uruguay
Venezuela
Vietnam
Manage Communications Credits
What are Communications Credits?
Set up Communications Credits for your organization
Add funds and manage Communications Credits
Microsoft Teams call flows
Practical guidance for large organizations
Tutorial: Calling in Teams
Cloud voice guidance
Define my success
Make my service decisions - Phone System with Calling Plans
Make my service decisions - Phone System Direct Routing
Evaluate my environment
Plan my service management
Plan my users' experience
Document my success plan
Prepare my service
Prepare my users
Deploy my service
Operate my service
Enhance my service
Adopt
Overview
Get started
Phase 1 - Start
Start
Understand teams and channels
Create your first teams
How ready is your organization for Teams?
Phase 2 - Experiment
Experiment
Create your champions program
Governance quick start
Define usage scenarios
Onboard early adopters and gather feedback
Onboard support
Phase 3 - Scale
Scale
Define outcomes and success
Optimize feedback and reporting
Drive awareness and implement training
Schedule service health reviews
Upgrade to Teams
Get started
About the upgrade framework
Plan your upgrade journey
Upgrade planning overview
Enlist your project stakeholders
Define your project scope
Understand coexistence and interoperability
Choose your upgrade journey
Meetings First
Prepare your environment for Teams
Technical readiness overview
Prepare IT staff for Teams
Prerequisites
Evaluate your environment
Prepare your network
Prepare your service
Prepare your organization for Teams
Organizational readiness overview
Assess organizational change readiness
Prepare a user readiness plan
Implement your upgrade
Overview
Conduct a user pilot
Upgrade Skype for Business Online to Teams
Upgrade Skype for Business on-premises to Teams
Operate, adopt, and optimize
Operational plan overview
Operate your service
Monitor quality
Enhance your service
FAQ
Learn more about coexistence
Migration and interoperability with Skype for Business
Coexistence with Skype for Business
Teams client experience and conformance to coexistence modes
Hybrid connectivity
Plan hybrid connectivity
Configure hybrid connectivity
Overview
Configure Azure AD Connect for hybrid environments
Configure Skype for Business hybrid
Move users between on-premises and cloud
Overview
Move users from on-premises to Teams
Move users from on premises to Skype for Business Online
Move users from the cloud to on premises
Manage meeting migration
Disable hybrid to complete migration to the cloud
Deploy a resource forest topology
Cloud consolidation for Teams and Skype for Business Online
Overview
Update the edge certificate
Update AAD Connect to include more than one forest
Integration with Exchange and SharePoint
Industries and government guidance
Overview
Get started with Teams templates
Shifts for Teams
Microsoft StaffHub to be retired
Install the Microsoft StaffHub PowerShell module
Run a report to show active StaffHub usage
Plan to move your StaffHub teams to Shifts in Teams
Move your Microsoft StaffHub teams to Shifts in Teams
Manage the Shifts app for your organization in Teams
Teams for Healthcare
Get started with Teams for Healthcare organizations
Get started with Teams templates for Healthcare organizations
Get started with Secure Messaging for Healthcare organizations
Message delegation
Integrating Electronic Healthcare Records into Microsoft Teams
DSTU2 interface specification
STU3 interface specification
Teams for Education
Quick start - Teams for Education admins
Assignments in Teams for Education
Teams resources for Education admins
Microsoft Education governance FAQ for admins
Install Moodle integration
Teams for Retail
Get started with Retail Teams templates
Teams for Government
Plan for Microsoft 365 Government - GCC
Plan for Microsoft 365 Government - GCC High
Plan for Microsoft 365 Government - DoD
Audio Conferencing with Direct Routing for GCC High and DoD
Small and medium business guidance
Teams templates for small and medium businesses
Security and compliance
Overview
Information barriers in Teams
Conduct an eDiscovery investigation of content in Teams
Identity models and authentication in Teams
Sign in to Teams using modern authentication
Place a Teams user or team on legal hold
Search the audit log for events in Teams
Use Content Search in Teams
AppLocker application control policies in Teams
Retention policies in Teams
Overview
Retention policies FAQ
Retention policies known issues
Location of data in Teams
Accessibility declaration of conformance in France for Microsoft Teams
Accessibility solutions for Skype for Business Online and Microsoft Teams
Calling plans in Office 365 - Code of practice in the U.K.
Calling plans in Office 365 - Complaint handling of code for the U.K.
Data collection practices
Emergency calling terms and conditions
Training
Instructor-led training for Teams
Admin training for Teams
End user training for Teams
Reference
Get ready to roll out Teams
Check your environment’s readiness for Teams
Prepare your organization's network for Teams
Use Network Planner for Teams
Proxy servers for Teams or Skype for Business Online
Limits and specifications for Teams
Plan for Office 365 Groups when creating teams in Teams
Plan for lifecycle management in Teams
Plan for governance in Teams
Use the Network Testing Companion
Install Teams
Get clients for Teams
Hardware requirements for the Teams app
Hardware decoder and encoder driver recommendations
Install Teams using MSI
Turn on Teams in your organization
Office 365 URLs and IP address ranges
Teams for Virtualized Desktop Infrastructure (VDI)
Deploy Teams for Surface Hub
Teams client updates
Licensing
Manage user access to Teams
Office 365 licensing for Teams
Assign Teams licenses
Teams add-on licensing
License options based on your plan
Office 365 Business Premium
Office 365 ProPlus
Office 365 Enterprise E1 and E3
Office 365 Enterprise E5
Office 365 Enterprise E5 without Audio Conferencing
GOV, EDU, and nonprofit organizations
Manage the Teams Commercial Trial offer
Upgrade Teams free to Office 365 subscription version
Messaging policies licensing
Virtual User license
Interoperability with Office 365
Set your coexistence and upgrade settings
Office 365 groups and Teams
Enhance existing Office 365 groups with Teams
How Exchange and Teams interact
Configure an Exchange hybrid organization for use with Teams
Add the Teams SMTP domain as an accepted domain in Exchange Online
How SharePoint Online and OneDrive for Business interact with Teams
Teams experience in an Office 365 Multi-Geo-enabled tenancy
Supported devices
Manage your devices in Teams
Phones for Teams
USB audio and video devices
Meeting room devices and solutions
IP phones certified for Microsoft Teams
Phones for Skype for Business Online
Troubleshoot & support
Known issues for Teams
Support resources for Teams
Troubleshoot connectivity issues with the Teams client
Use log files in troubleshooting Teams
Verify service health for Teams
Special character restrictions in Teams policies
Monitor call quality
Quality of Experience Review Guide
Set up QoS in Teams
Set QoS on Windows clients
Call Analytics and Call Quality Dashboard
Set up Call Analytics
Use Call Analytics to troubleshoot poor call quality
Turning on and using Call Quality Dashboard
Dimensions and measures available in Call Quality Dashboard
Stream Classification in Call Quality Dashboard
Teams PowerShell
Overview
Cmdlet reference for Teams
Developer documentation for Teams
Get help in Teams
Teams content updates
Welcome to Microsoft Teams
8/21/2019 • 4 minutes to read • Edit Online
If you're the admin for Microsoft Teams in your organization, you're in the right place. When you're ready to get
going with Teams, start with How to roll out Teams.
If you're looking for end user Teams Help, click Help on the left side of the app, or go to the Microsoft Teams help
center. For training, go to Microsoft Teams Training.
If you're new to Teams and want to learn more, check out our short Welcome to Teams video (55 seconds).
Teams architecture
Teams is built on Office 365 groups, Microsoft Graph, and the same enterprise-level security, compliance, and
manageability as the rest of Office 365. Teams leverages identities stored in Azure Active Directory (Azure AD ).
To see where Teams fits in the context of Microsoft 365, check out this architecture poster: Teams as part of
Microsoft 365
When you create a team, here's what gets created:
A new Office 365 group
A SharePoint Online site and document library to store team files
An Exchange Online shared mailbox and calendar
A OneNote notebook
Ties into other Office 365 apps such as Planner and Power BI
When you create a team from an existing group, that group's membership, site, mailbox, and notebook are surfaced
in Teams. To learn more, check out this poster: Groups in Microsoft 365 for IT Architects
To customize and extend Teams, add third-party apps through apps, bots, and connectors. With Teams, you can
include people from outside your organization by adding them as a guest to a team or channel. As part of Office
365, Teams offers a robust development platform so you can build the teamwork hub you need for your
organization.
TIP
For a deep dive into Teams architecture, watch the videos on the Teams Platform Academy.
Managing Teams
As the admin, you'll manage Teams through the Microsoft Teams admin center. To learn more:
Use Teams admin roles to manage Teams
Manage Teams in the Teams admin center
Manage Teams during the transition to the new Teams admin center
Manage Teams features in your Office 365 organization
To stay on top of what’s coming for Teams and all other Office 365 products and services in your organization, be
sure to check Message center and the Teams roadmap. You’ll get announcements about new and updated features,
planned changes, and issues to help keep you informed and prepared.
Upgrade from Skype for Business to Teams

Teams is the primary client for intelligent communications in Office 365, and it'll eventually replace Skype for
Business Online. To stay on top of new features coming to Teams, see the Microsoft 365 Roadmap. To complement
persistent chat and messaging capabilities, Teams offers a comprehensive meeting and calling experience, with built
in, fully integrated voice and video. Check out Teams is now a complete meeting and calling solution in the
Microsoft Teams Blog.
If you’re running Skype for Business and are ready to upgrade to Teams, or if you’re running Skype for Business
and Teams side-by-side and are ready to fully move to Teams, we have the tools, tips, and guidance to help make
your transition successful. To learn more, see Upgrade to Teams.
Teamwork and Office 365

Every team is different; there’s no one-size-fits-all approach to collaboration. Office 365 is designed to meet the
unique needs of every team, empowering people to communicate, collaborate, and achieve more with purpose-
built, integrated applications.
When deciding which Office 365 apps and services to use, think about the work your organization does and the
types of conversations your teams need to have.
Teams, as the hub for teamwork, is where people - including people outside your organization - can actively
connect and collaborate in real time to get things done. Have a conversation right where the work is
happening, whether coauthoring a document, having a meeting, or working together in other apps and
services. Teams is the place to have informal chats, iterate quickly on a project, work with team files, and
collaborate on shared deliverables.
Outlook for collaborating in the familiar environment of email and in a more formal, structured manner or
when targeted and direct communication is required.
SharePoint for sites, portals, intelligent content services, business process automation, and enterprise
search. SharePoint keeps content at the center of teamwork, making all types of content easily shareable and
accessible across teams. Tight integration with Outlook, Yammer, and Teams enables seamless content
collaboration across conversation experiences.
OneDrive for Business for storing files and sharing them with people that a user invites. Content that a
user saves to OneDrive for Business is private until the user shares it with others, making it the best option
for storing personal and draft documents that are not intended to be shared or not ready to be shared.
Yammer to connect people across the organization. Drive company-wide initiatives, share best practices,
and build communities around common topics of interest or areas or practice. Crowdsource ideas to foster
open discussions with people across the company.
Office apps are all the familiar tools that people know and use regularly, including Word, Excel, PowerPoint,
and OneNote.
Teams content updates

See a weekly list of Teams topics that have been updated.
Teams known issues

See Known issues for Teams.
Teams client release notes
See What's new in Teams.
How to roll out Microsoft Teams
Start here
Whether you're a small business or a multi-national enterprise, the place to start for rolling out Teams is Get
started. It walks you through a small-scale Teams rollout, which may be all you need if you're a small business. If
you're a larger organization, use Get started to pilot Teams with a small group of early adopters so you can learn
about Teams and start planning your org-wide deployment.
Recommended path to Teams

We recommend rolling out Teams in stages, workload by workload, as your organization is ready. You don’t have
to wait until you've completed one step before you move to the next. Some orgs may want to roll out all
Teams features at once, while others may prefer a phased approach. Here are the Teams workloads, in the order we
recommend rolling them out:
Get started
Chat, teams, channels, & apps
Meetings & conferencing
Cloud voice
Adoption hub: Throughout your Teams rollout, be sure to take advantage of these resources to help drive Teams
adoption.
If you're starting from Skype for Business, on-premises, or hybrid

deployments
If you're coming to Teams from Skype for Business (online or on premises), or if you need a hybrid configuration,
you still want to follow the recommended path above for rolling out Teams, but first you need to do some extra
planning. Start by reviewing the guidance in the table below that applies to your organization's profile.
YOUR ORGANIZATION'S PROFILE GUIDANCE
I'm currently using Skype for Business Go to Upgrade to Teams.

Online, and I'm ready to move to
Teams.
My organization is running Skype for For a full-scale Teams rollout, first you
Business Server, and I want to roll out need to configure hybrid connectivity
Teams. between your on-premises environment
and Microsoft 365. Start by reading
Plan hybrid connectivity between Skype
for Business Server and Office 365.
You should also review Upgrade to

Teams.
I don't have Skype for Business Server, Roll out Teams following the
but I do have an on-premises PSTN recommended path above.
solution. I want to roll out Teams, but I
want to keep my on-premises PSTN Then read Plan Direct Routing to learn
solution. about using Phone System Direct
Routing to hook up your on-premises
PSTN solution with Teams.
Microsoft Teams IT architecture and telephony
solutions posters
Teams as part of Microsoft 365

Teams is central to the logical architecture of productivity services in Microsoft 365 - including data governance,
security, and compliance capabilities.
This series of illustrations provides a view into the logical architecture of productivity services for enterprise
architects, leading with Teams.
PDF | Visio
Groups in Microsoft 365

This is what IT architects need to know about groups in Microsoft 365. These illustrations detail the different types
of groups, how they're created and managed, and a few governance recommendations.
PDF | Visio
Microsoft telephony solutions

Microsoft supports several options as you begin your journey to Teams in the Microsoft cloud. This poster helps
you decide which Microsoft telephony solution (Phone System in the cloud or Enterprise Voice on-premises) is
right for users in your organization, and how your organization can connect to the Public Switched Telephone
Network (PSTN ).
PDF | Visio
For more information, see the article for this poster: Microsoft telephony solutions
See Also
Microsoft cloud IT architecture resources
Get started with Microsoft Teams
To get started quickly on Teams, we recommend you create two or three teams and channels for a select group of
early adopters. By first rolling out Teams on a small scale, you'll learn Teams by using Teams and gain valuable
insights to inform how you deploy Teams across your whole organization. If you're a small business, this Quick
start guide is all you need to roll out Teams to your whole organization.
Teams lets you quickly pull together a team with people inside and outside your organization, chat with others to
drive fast and inclusive conversations, securely share and coauthor documents, and iterate on projects.
Customize Teams by adding fingertip access to shared notes, webpages, and apps. Use meetings and calling to
collaborate in real time from wherever users are. Teams will simplify your access to Office 365 services and
third-party apps to be the new center of gravity for your collaboration and communication needs. Encourage
your early adopters to install both the desktop and mobile applications for the best experience and most accurate
feedback.
Here's how to roll out your first set of teams and channels so your early adopters can start chatting, sharing files,
and collaborating.
Step 1: Create your first teams and channels
Step 2: Onboard early adopters
Step 3: Monitor usage and feedback
Step 4: Get resources to plan your organization-wide rollout
If you're a large organization, have a hybrid or on-premises Skype for Business configuration, have strict
regulatory or compliance requirements, or if you want to roll out meetings or voice features (such as calling
plans or phone system), start by reading How to roll out Teams. We recommend you still begin with this Get
started section to build your skills and start planning your org-wide deployment. "Plan Teams with Teams." Start
small by rolling out Teams with chat, teams, channels, & apps and build from there. These initial experiences will
help you spread the word about Teams, generating excitement throughout the organization for your next launch
phase.
If you're a small business, you may be able to use this Get started guidance to fully roll out Teams in your
organization. Small businesses might not need to do a phased Teams deployment. Be sure to check out the
templates that are available specifically for small business to make deployment in your organization easier and
more streamlined. See Get started with Teams templates for Small and Medium Businesses.
Before you get started

Before you get started, you'll want to plan for your Teams rollout by reviewing the following:
Check your environment's readiness for Teams
Learn about the benefits of installing the desktop, web, and mobile clients
You'll also need to make sure you've got Teams licenses for everybody. Check out Compare Teams plans and
Office 365 licensing for Teams.
Next steps
Go to Create your first teams and channels.
Learn more with our interactive Teams Adoption Guide.
Create your first teams and channels in Microsoft
Teams
Setting up and using your first set of teams and channels builds your experience with Teams and identifies
champions who can help drive Teams adoption across your organization. If you haven't installed Teams yet, check
out Get Teams clients and Sign in to Teams using modern authentication.
Suggestions for your first teams and channels

A team is a collection of people who gather together around a common goal. Channels are the collaboration
spaces within a team where the actual work gets done.
To learn more, see Overview of teams and channels in Teams and Best practices for organizing teams in Teams.
We suggest you start with a “Get to know Teams” team where your early adopters can play around, ask questions,
and discover the capabilities of Teams. This team can be essential to your success as you begin to experiment with
Teams.
"Get to know Teams" team
Your project team can use the “Getting to know Teams” team to ensure they're set up with Teams clients, have
some initial conversations, and explore what Teams can do. You may already have a group of people in your
organization who enjoy getting early access to new capabilities. This can be one of their initial teams when you
bring them on board and will help you get early feedback.
Here's a suggested structure for the team.
CHANNEL DESCRIPTION AND USAGE PINNED TABS, BOTS, AND APPS
General All teams start with a General channel.

Use this channel to make
announcements as you start getting to
know Teams.
Say hi Introduce yourself to the team and

share what you want to get from
Teams.
How do I A channel to ask how-to questions. Pinned tab that links to the Teams help
Step 1 – install the desktop and mobile center
clients. Pinned tab that links to Teams training
Step 2 – jump into Teams. videos
Pinned tab that links to Teams desktop
and mobile client download links
Feedback Share your thoughts on your Teams Pinned tab with Polly Poll
experiences.
Ideas for future teams Share your thoughts on where Teams

can drive additional value in your
organization. What could these teams
be called? Who would be members?
CHANNEL DESCRIPTION AND USAGE PINNED TABS, BOTS, AND APPS
Support If something isn't working as expected,

use this channel to get help.
Get your first teams up and running

As an admin, you can create and manage teams and channels in the Teams client or the Microsoft Teams admin
center. You can create teams as public or private. You can also create an org-wide team. Anyone using Teams in
your organization can join a public team. For private teams, team owners manage team membership. And for an
org-wide team, everyone in your organization is automatically added.
To get started, we recommend you create private teams and add another owner to manage team settings and
membership.
NOTE
In the steps that follow, we use the Teams desktop client to create teams and channels. Keep in mind that as an admin, you
can also do these tasks in the Microsoft Teams admin center.
Create a team
On the left side of Teams, click Teams, at the bottom of the teams list, click Join or create a team, and then click
Create a new team.
Once you've created the team, invite people to join it. You can add individual users, groups, and even entire contact
groups (formerly known as "distribution lists").
Add a team owner

Find the team that you created, click More options ˙˙˙ > Manage team. Then go to the Members tab. Find the
people you want to designate as team owners. Under Role, click Owner.
Create a channel in a team
Find the team that you created, click More options ... > Add channel. You can also click Manage team and add
a channel in the Channels tab.
Give the channel a descriptive name to make it easier for users to understand the purpose of the channel.
As a team owner, you can automatically favorite channels for the whole team, making the channels more visible for
everyone on the team. You can also pin tabs to the channel to add tools, such as OneNote, links to webpages, and
other content to make it easy for users to find what they need and share their thoughts.
Here's an example of the "How do I" channel in the "Get to know Teams" team, showing pinned tabs that link to
Teams webpages – Teams video training, Teams help center, and Teams download links.
Next steps
Go to Onboard your early adopters.
Onboard early adopters to Microsoft Teams
Invite users to Teams

Send a welcome email to users with the names and descriptions of the teams you created and invite them to join
the conversations in Teams. Be sure to include the following links in the email so they know where to get Teams
clients, training, and support:
Teams web client
Desktop and mobile client download links
Teams training videos
Teams Help documentation
For example, for the "Get to know Teams" team, you might want to start your email like this:
Welcome to Microsoft Teams for <insert_company_name>. Teams is a chat-based workspace that brings together
chat, files, people, and tools in one place.
We created a team called "Get to know Teams" to get you started. Use it to experiment, ask questions, and
discover the possibilities of Teams.
To join, click <link to the team>.
Engage with users when they first join. Post a welcome message in Teams and start a chat in a channel. Doing this
sets the tone and encourages users to make the switch to Teams. In the welcome message, include the same links
you sent in email so users know where to get Teams as well as any other helpful information to get users up and
running quickly. Touch base with users to ensure they know how to download, install, and sign in to Teams so they
can start chatting, sharing files, and collaborating with each other.
Get Teams clients

Teams has clients for desktop (Windows and Mac), web, and mobile (iOS and Android). We recommend users
install the desktop and mobile clients to have the best experience with Teams.
Jump to: Teams for Windows | Teams for Mac | Teams for web browsers | Teams for iOS | Teams for Android
Desktop client
The Teams desktop client gives Windows and Mac users the best overall experience. To learn more, see Get clients
for Teams (Desktop client) and Hardware requirements for the Microsoft Teams app.
NOTE
As an admin, you can choose the method to distribute the installation files to computers in your organization, such as
System Center Configuration Manager (Windows) or Jamf Pro (macOS).
Teams for Windows

The easiest way to install the Windows desktop client is to:
1. Download the Windows desktop client from https://teams.microsoft.com/downloads.
2. Run the installer (doesn't require admin permissions).
3. Start Teams after installation completes.
NOTE
Later, when you're considering a more formal, mass rollout of Teams across your organization, check out the Teams Windows
desktop client video to learn how to plan for and deploy it.
Teams for Mac

The easiest way to install the Mac desktop client is to:
1. Download the Mac desktop client from https://teams.microsoft.com/downloads.
2. Run the installer (requires admin permissions).
3. Start Teams after installation completes.
Web client
Teams provides a feature-rich web client, https://teams.microsoft.com, that supports a variety of browsers.
Teams fully supports the following internet browsers, with noted exceptions.
BROWSER NOTES
Internet Explorer 11 Calling and Meetings aren't supported. Users who try to join
a meeting on Internet Explorer 11 will be directed to
download the Teams desktop client.
Microsoft Edge Calling and Meetings supported on Edge RS2 or later
Chrome, the latest version plus two previous versions Meetings supported on Chrome 59 or later
As of July 3, 2019, screen sharing is supported without any
plug-ins or extensions
Support for Calling is coming soon
Firefox, the latest version plus two previous versions Calling and Meetings aren't supported. Users who try to join
a meeting on Firefox will be directed to download the Teams
desktop client.
Safari 11.1+ Safari is enabled on versions higher than 11.1 in preview.

While in preview, there are known issues with Safari's
Intelligent Tracking Prevention.
NOTE
As long as an operating system can run the supported browser, Teams is supported. For example, running Firefox on the
Linux operating system is an option for using Teams.
Mobile client
The Teams mobile clients for iOS and Android keep users connected and productive when on-the-go. To learn
more, see Get clients for Teams (Mobile clients).
Teams for iOS
Users running iOS 10.0 or later can download the Teams mobile app from the Apple App Store and get started
right away.
Teams for Android
Users running Android 4.4 or later can download the Teams mobile app from the Google Play Store and get
started right away.
Drive initial adoption

It's important to encourage your early adopters to actively use Teams to promote new collaboration experiences
and develop Teams champions. We recommend using the "How do I" channel in the "Get to know Teams" team
you created to share guidance with your users to help drive adoption.
For detailed guidance on driving Teams adoption for your organization, see Adopt Teams.
Next steps
Go to Monitor usage and feedback.
Monitor usage and feedback in Microsoft Teams
It's important to know how users are using Teams and what their experience is with Teams. Usage reports can
help you better understand usage patterns, and along with user feedback, give you insights to inform your wider
rollout and where to prioritize training and communication efforts.
Monitor usage
For your first set of teams, we recommend you review reports twice a week to understand emerging trends.
For example, usage reports show that not many users are using the Teams mobile clients. This may indicate that
users aren't sure how to install the clients. Posting step-by-step installation instructions in a channel may help
drive usage of a wider range of clients. Or, usage reports show that users are primarily using Teams for private
chats. In this example, you may want to review your team scenarios because users are chatting outside the initial
teams and channels that were set up.
Here's how to get reports to view Teams usage.
Teams analytics & reports (Microsoft Teams admin center)
Teams reports in the Microsoft Teams admin center give you insights into how Teams is used in your organization.
Use the reports to get a view into Teams usage, user activity, and device usage across your organization.
To view these reports, you must be a global admin in Office 365, Teams service admin, or Skype for Business
admin. Go to the Microsoft Teams admin center, in the left navigation, select Analytics & reports, and then under
Report, choose the report you want to run.
Teams usage report: This report gives you an overview of usage activity in Teams, including the total
active users and channels, and the number of active users and channels, guests, and messages in each team.
Teams user activity report: This report gives you insight into the types of activities users engage in, such
as how many people communicate through 1:1 calls, channel messages, and private chat messages.
`
Teams device usage report: This report shows you how users connect to Teams, including how many
people use Teams on their mobile devices when on-the-go.
To learn more, check out Teams analytics and reporting.

Teams activity reports (Microsoft 365 admin center)
You can also view Teams activity through reports that are available from the Microsoft 365 admin center. These
reports are part of the Office 365 reports in the Microsoft 365 admin center and provide information about user
activity and device usage.
To view these reports, go to the Microsoft 365 admin center, click Reports > Usage. Under Select a report, click
Microsoft Teams. From here, choose the report you want to view.
To learn more, go to Use activity reports for Teams.
Microsoft 365 usage analytics
You can use Microsoft 365 usage analytics in Power BI to view and analyze usage data for Teams and other Office
365 products and services. Microsoft 365 usage analytics is a content pack that includes a pre-built dashboard and
a number of pre-built reports. Each report gives you specific usage data and insights. To connect to the content
pack, you need Power BI and must be a global admin in Office 365 or reports reader. If you don't already have
Power BI, sign up for the free Power BI service.
To learn more, see Microsoft 365 usage analytics.
Gather feedback
The adoption of a new collaboration experience is about changing the behavior of users. Enabling change requires
training, encouragement, and positive examples. It's important for users to have a voice during the transition to
Teams and to be able to openly share their experiences. We recommend using the Feedback channel in the "Get to
know Teams" team you created to collect and address feedback from users on their experiences with Teams.
Next steps
Go to Get resources to plan your organization-wide rollout of Teams.
Choose a path to your organization-wide rollout of
Microsoft Teams
Now that you've successfully set up your first teams and onboarded an initial group of users while driving usage,
it's time to look at your go-forward plan to deploy Teams across the rest of your organization while driving
adoption. Start with the first workload, Chat, teams, channels, & apps.
For help picking your path to rolling out Teams, read How to roll out Teams.
Let us know what you think

Will you complete this survey (takes about a minute) to tell us what you think of this Get started section? It's
anonymous.
You can also give feedback for a specific article by going to the Feedback section of that article.
Chat, teams, channels, & apps in Microsoft Teams
Teams provides a great out-of-the-box collaboration experience for your organization, and most organizations
find that the default settings work for them. This article helps you decide whether to change any of the default
settings, based on your organization's profile and business requirements, then it walks you through each change.
We've split the settings into two groups, starting with the core set of changes you're more likely to make. The
second group includes the additional settings you may want to configure, based on your organization's needs.
TIP
We recommend that you include our featured apps-such as Planner-in your initial Teams rollout. Add other apps, bots, and
connectors as you drive Teams adoption.
Chat deployment prerequisites

Before you roll out Teams across your organization, take time to confirm that your environment is ready for
Teams. Review the following information and make any required changes to your environment.
To get the full Teams experience, your organization must have deployed Exchange Online and SharePoint
Online, and you must have a verified domain for Office 365 (for example, contoso.com).
To scale chat, teams, and channels across your organization, make sure all locations have internet access
so they can connect to Office 365. At a minimum, make sure that the following common ports are open to
the internet from all locations:
Open TCP ports 80 and 443 for outgoing traffic from clients that will use Teams
Open UDP ports 3478 through 3481 for outgoing traffic from clients that will use Teams
ASK YOURSELF ACTION
Is my organization ready to roll out Teams? To answer this question, see:

Check your environment's readiness for Teams
Plan for Office 365 Groups when creating teams
Core deployment decisions

These are the chat, teams, and channels settings that most organizations want to change (if the default settings
don't work for them).
Teams administrators
Teams provides a set of custom administrator roles that can be used to manage Teams for your organization. The
roles provide various capabilities to administrators.
ASK YOURSELF ACTION
Who will be assigned the Teams Communications To learn more about Teams administrator roles see Use
Administrator role? Microsoft Teams admin roles to manage Teams.
Who will be assigned the Teams Communications Support To assign admin roles, see Assign administrator and non-
Engineer role? administrator roles to users with Active Directory.
Who will be assigned the Teams Communications Support

Specialist role?
Teams owners and members

In addition to administrator roles, Teams lets you assign owner and member user roles, and selectively give them
moderator capabilities (if moderation has been set up) to control who can perform certain actions within a
channel. Moderation allows you to control who can start new posts in a channel, add and remove team members
as moderators, and control whether team members can reply to existing channel messages.
ASK YOURSELF ACTION
Who should be assigned to each role? To compare the capabilities of each role, see Assign team
owners, moderators, and members in Microsoft Teams.
How do I assign a user role? To assign or change a role, see Assign a user role.
Do I need to control who can post and reply in a channel? To configure moderation, see Set up and manage channel
moderation in Microsoft Teams.
Messaging policies
Messaging policies control which chat and channel messaging features are available to users in Teams. For
example, who can edit and delete sent messages, who can use chat, who can use memes in conversations, and
more. By default, users are assigned the global messaging policy and all features are On. You can use the default
global policy or create one or more custom messaging policies for people in your organization.
ASK YOURSELF ACTION
Will I customize the global messaging policy? For information about using the Microsoft Teams admin
center to change the global messaging policy or add a new
policy, see Manage messaging policies in Teams.
Do I require multiple messaging policies? To create and assign a messaging policy in PowerShell, see
PowerShell script sample - Create and assign a messaging
policy.
How will I determine which groups of users get which To learn about the CsTeamsMessagingPolicy cmdlets, see
messaging policy? Set-CsTeamsMessagingPolicy.
External access
External access (formerly known as federation) lets your Teams and Skype for Business users communicate with
users who are outside of your organization. By turning this on and adding domains to the allowed list, your users
can communicate with users in other domains and organizations. External access differs from guest access in
that an entire domain is given access permission, not an individual. External access is turned off by default.
ASK YOURSELF ACTION
Will I turn on external access for my organization?

If enabled, will I limit which domains my organization To turn on external access, see Let your Teams users chat and
can communicate with? communicate with users in another Teams organization.
Guest access
Guest access in Teams lets individuals outside your organization access teams and channels. You can use the
guest access settings to control which features guest users can or can’t use. Guest access is turned off by default.
To learn more, see Guest access in Teams.
ASK YOURSELF ACTION
Will I turn on guest access for my organization? To turn on guest access, see Turn on or off guest access in
Teams.
If enabled, will I customize the features available to guests in To customize guest access feature availability, see Authorize
my organization? guest access in Teams.
Teams settings
Teams settings let you set up your teams for features such as email integration, cloud storage options,
organization tab, meeting room device setup, and search scope. When you make changes to these settings, they
apply to all the teams in your organization. To learn more, see Teams settings.
ASK YOURSELF ACTION
Will I customize Teams settings for my organization? To learn about Teams settings and how to customize them,
see Teams settings.
Teams clients
Teams supports a number of clients from web to desktop to mobile, and the default configuration lets users
choose whichever clients they want. To learn more, see Get clients for Teams.
ASK YOURSELF ACTION
Will I customize Teams client availability for my organization? Check out Hardware requirements for the Teams app.
Will I customize Teams client settings for my organization? Learn how to Install Teams using MSI.
Teams usage reporting

The Global Admin in Office 365, Teams Service Admin, and Reports Readers roles can view Teams usage
reports. To learn more, see the Microsoft 365 usage analytics articles.
ASK YOURSELF ACTION
If the user isn't an admin, assign the Reports reader

Who needs to see the Teams usage reports, and do they role.
have the correct role to view them? See Roles and permissions and View and assign roles
to learn how to assign admin roles in Azure Active
Directory.
Teams default apps

Teams provides a number of first-party (Microsoft provided) and third-party apps to engage users, support
productivity, and integrate commonly used business services into Teams. Get apps from the Teams Store. Apps
are turned on by default in Teams.
To learn more about rolling out and managing apps in Teams, see our in-depth Apps, bots, & connectors
guidance.
Additional deployment decisions

You may want to change these settings, based on your organization's needs and configuration.
Teams licensing
Teams is provided as part of many Office 365 licenses. To learn more about Teams licensing, see Office 365
licensing for Teams.
ASK YOURSELF ACTION
Do my users have the licenses they need in order to use all To learn about licensing requirements, read Office 365
the Teams features I want to roll out? licensing for Teams.
Exchange and SharePoint interoperability

For the full Teams experience, every user should be enabled for Exchange Online, SharePoint Online, and Office
365 Group creation. The following articles outline information related to Exchange mailboxes hosted in various
environments, how Exchange and Teams interact, and similar considerations for SharePoint and OneDrive for
Business.
ASK YOURSELF ACTION
Will I be able to deploy the Teams features that I require with For more information about Exchange and SharePoint in
the current Exchange and SharePoint deployments? Teams, see:
How Exchange and Teams interact
How SharePoint Online and OneDrive for Business
interact with Teams
Teams limits and specifications

When planning an enterprise deployment of Teams, you should take into account any relevant limitations and
specifications, such as the maximum number of members in a team, the maximum number of teams a user can
create, and so on.
ASK YOURSELF ACTION
What limits am I likely to hit with my Teams rollout? To learn more, read Limits and specifications for Teams.
Office 365 URLs and ports

Organizations that maintain fine-grained control of their internet traffic should read Office 365 URLs and IP
address ranges for an up-to-date list of the URLs, IP addresses, ports, and protocols that must be correctly
configured for Teams. Microsoft is continuously improving the Office 365 service and adding new functionality,
which means the required ports, URLs, and IP addresses may change over time. We recommend that you
subscribe via RSS to receive notifications when this information is updated or changed. At a minimum, make
sure you've opened the ports listed above in Chat deployment prerequisites.
ASK YOURSELF ACTION
Do I require internet access rules to enable users to use To learn more, see Office 365 URLs and IP address ranges.
Teams, or is it sufficient to open the minimum required
ports?
Governance (naming conventions, who can create teams)

Your organization might require that you implement controls on how teams are named and classified, who can
create teams, and team expiration, retention, and archiving. This is called governance. You can use Azure Active
Directory (Azure AD ) to configure each of these areas.
ASK YOURSELF ACTION
Will I need to implement controls on who can create teams? Read Plan for governance in Teams.
Will I need to implement controls on how teams are named? Read Enforce a naming policy for Office 365 groups in Azure
AD.
Teams application policy (side -rail control)

A pinned app shows up in the side rail in Teams. By creating Teams application policies, you can preconfigure
sets of pinned Teams apps to personalize Teams for select groups of users. By default, the Allow external apps
in Microsoft Teams setting is turned on.
ASK YOURSELF ACTION
Should I create preconfigured sets of pinned Teams Read Admin settings for apps in Teams.
applications?
How will I decide which groups receive these app groupings? Read Teams apps permissions and considerations.
Archiving and compliance

Your organization might require that you implement controls on how teams are archived and the types of data
that are held in certain types of teams. Read Overview of security and compliance in Teams to learn which
settings are turned on by default.
ASK YOURSELF ACTION
Will I need to configure team retention? To set up retention policies, see Set up Teams retention
policies.
Will I need to configure team archiving? To archive or restore a team, see Archive or restore a team.
Will I need to configure additional compliance settings? For more information about security and compliance, see
Overview of security and compliance in Teams.
Conditional access
Teams relies heavily on Exchange Online, SharePoint Online, and Skype for Business Online for core productivity
scenarios, including meetings, calendars, interop chats, and file sharing. Conditional access policies that are set
for these cloud apps apply to Teams when a user signs in directly to Teams, on any client. Conditional access
policies that are set for the Teams cloud app control aspects such as whether users can access Teams services
from certain networks.
ASK YOURSELF ACTION
To understand how access policies work, see How do

Will I need to configure conditional access for Teams? conditional access policies work for Teams?
To set up multi-factor authentication (MFA) for
Teams, see:
Quickstart: Require MFA for specific apps with
Azure Active Directory conditional access
Azure Active Directory conditional access
settings reference
Education (EDU )
IT pros working in education can take advantage of Teams for Education, which comes with a number of
capabilities that have been tailored to meet education-specific scenarios for students, faculty, and the wider
business.
ASK YOURSELF ACTION
Will I use EDU-specific Teams templates? To learn more about Teams for Education, see Microsoft
Education governance FAQ for admins.
Will I deploy scoped search? To set up Teams for EDU, see Quickstart - Teams for
Education admins.
Will I integrate Teams with the School Data Sync service to Teams resources for Education admins
provision user accounts?
Government - GCC considerations

The use of Microsoft 365 for Government - GCC (government certificate of competency) is appropriate to meet
the requirements of IT pros who are driving deployments of Office 365 in US federal, state, local, tribal, or
territorial government entities or other entities that handle data that’s subject to government regulations and
requirements.
ASK YOURSELF ACTION
Will I need to deploy Teams in a Microsoft 365 Government For deployment considerations, see Plan for Microsoft 365
– GCC environment? Government - GCC deployments.
Next steps
Drive adoption of chat, teams, channels, & apps.
Include featured apps - such as Planner - in your initial Teams rollout. Add other apps, bots, & connectors as
you drive Teams adoption.
Roll out meetings & conferencing
Roll out cloud voice
NOTE
Review the following information to understand chat, teams, channels, & apps in Teams. Then, go to Chat, teams, channels,
& apps in Teams to walk through a list of decisions important to your Teams rollout.
Overview of teams and channels in Microsoft Teams

Let’s get started by thinking about how Microsoft Teams allows individual teams to self-organize and collaborate
across business scenarios:
Teams are a collection of people, content, and tools surrounding different projects and outcomes within an
organization.
Teams can be created to be private to only invited users.
Teams can also be created to be public and open and anyone within the organization can join (up to
5000 members).
A team is designed to bring together a group of people who work closely to get things done. Teams can be
dynamic for project-based work (for example, launching a product, creating a digital war room), as well as
ongoing, to reflect the internal structure of your organization (for example, departments and office
locations). Conversations, files and notes across team channels are only visible to members of the team.
Channels are dedicated sections within a team to keep conversations organized by specific topics, projects,
disciplines—-whatever works for your team! Files that you share in a channel (on the Files tab) are stored in
SharePoint. To learn more, read How SharePoint Online and OneDrive for Business interact with Teams.
Team channels are places where everyone on the team can openly have conversations. Private chats
are only visible to those people in the chat (and files that you share in a chat are stored in OneDrive
for Business).
Channels are most valuable when extended with apps that include tabs, connectors, and bots that
increase their value to the members of the team. To learn more, see Apps, bots, & connectors in
Teams.
View this short video to learn more about best practices for creating teams and channels.
Membership, roles, and settings

Team membership
When Microsoft Teams is activated for your entire organization, designated team owners can invite any employee
they work with to join their team. Microsoft Teams makes it easy for team owners to add people in the
organization based on their name. Depending on your organization's settings guests who are team members but
outside of your organization can also be added to your teams. See Guest Access in Microsoft Teams for more
information.
Team owners can also create a team based on an existing Office 365 Group. Any changes made to the group will
be synced with Microsoft Teams automatically. Creating a team based on an existing Office 365 Group not only
simplifies the process of inviting and managing members, but also syncs group files inside of Microsoft Teams.
Team roles
There are two main roles in Microsoft Teams:
Team owner - The person who creates the team. Team owners can make any member of their team a co-
owner when they invite them to the team or at any point after they’ve joined the team. Having multiple team
owners lets you share the responsibilities of managing settings and membership, including invitations.
Team members - The people who the owners invite to join their team.
In addition, if moderation is set up, team owners and members can have moderator capabilities for a channel.
Moderators can start new posts in the channel and control whether team members can reply to existing channel
messages. Team owners can assign moderators within a channel. (Team owners have moderator capabilities by
default.) Moderators within a channel can add or remove other moderators within that channel. For more
information, see Set up and manage channel moderation in Microsoft Teams.
Team settings
Team owners can manage team-wide settings directly in Microsoft Teams. Settings include the ability to add a
team picture, set permissions across team members for creating channels, adding tabs and connectors,
@mentioning the entire team or channel, and the usage of GIFs, stickers, and memes.
Take three minutes to check out this go-to-guide video for team owners:
If you are a Microsoft Teams administrator in Office 365, you have access to system-wide settings in the Microsoft
Teams admin center. These settings can impact the options and defaults team owners see under team settings. For
example, you can enable a default channel, “General”, for team-wide announcements, discussions, and resources,
which will appear across all teams.
By default, all users have permissions to create a team within Microsoft Teams (to modify this, see Assign roles
and permissions in Teams. Users of an existing Office 365 Group can also enhance their permissions with Teams
functionality.
One key early planning activity to engage users with Microsoft Teams is to help people think and understand how
Teams can enhance collaboration in their day to day lives. Talk with people and help them select business scenarios
where they are currently collaborating in fragmented ways. Bring them together in a channel with the relevant tabs
that will help them get their work done. One of the most powerful use cases of Teams is any cross-organizational
process.
Example Teams
Below are a few functional examples of how different types of users may approach setting up their teams,
channels, and apps (tabs/connectors/bots). This may be useful to help kick off a conversation about Microsoft
Teams with your user community. As you think about how to implement Microsoft Teams in your organization,
remember that you can provide guidance on how to structure their teams; however, users have control of how they
can self-organize. These are just examples to help get teams to start thinking through the possibilities.
Microsoft Teams is great for breaking down organizational silos and promoting cross-functional teams, so
encourage your users to think about functional teams rather than organizational boundaries.
APPS (TABS /CONNECTORS /BOTS
TYPES OF TEAMS POTENTIAL CHANNELS )
Sales Annual Sales Meeting Power BI

Quarterly Business Review Trello
Monthly Sales Pipeline Review CRM
Sales Playbook Summarize Bot
Public Relations Press Releases RSS Feed

News and Updates Twitter
Fact Checking
Event Planning Marketing Twitter

Logistics and Scheduling Facebook
Venue Planner
Budget PDF
Marketing/Go to Market Market Research YouTube

Messaging Pillars Microsoft Stream
Communications Plan Twitter
Marketing Bill of Materials MailChimp
Technical Operations Incident Management Team Services

Sprint Planning Jira
Work Items AzureBot
Infrastructure and Operations
Product Team Strategy Power BI

Marketing Team Services
Sales
Operations
Insights
Services & Support
Finance Current Fiscal Power BI

FY Planning Google Analytics
Forecasting
Accounts Receivable
Accounts Payable
Logistics Warehouse Operations Weather Service

Vehicle Maintenance Travel / Road Disruptions
Driver Rosters Planner
Tubot
UPS Bot
HR Talent Management HR Tools

Recruiting External Job Posting Sites
Performance Review Planning Growbot
Morale
Cross-organizational Strategy Power BI

Virtual Team Workforce Development Microsoft Stream
Compete & Research
It's possible to create Teams that align with the organizational structure. This is best used for leaders who want to
drive morale, have team-specific reviews, clarify employee onboarding processes, discuss workforce plans, and
increase visibility across a diverse workforce.
Org-wide teams
If your organization has no more than 5,000 users, you can create an org-wide team. Org-wide teams provide an
automatic way for everyone in an organization to be a part of a single team for collaboration. For more
information, including best practices for creating and managing an org-wide team, see Create an org-wide team in
Microsoft Teams.
Assign team owners and members in Microsoft Teams
IMPORTANT
The new Microsoft Teams admin center is here! Starting in March 2018, we've been gradually migrating settings to it from
both the current Skype for Business admin center and the Microsoft Teams experience in the Microsoft 365 admin center. If a
setting has been migrated, you'll see a notification and then be directed to the setting's location in the new Microsoft Teams
admin center. For more information, see Manage Teams during the transition to the new Microsoft Teams admin center.
Within Microsoft Teams there are two user roles: owner and member. By default, a user who creates a new team is
granted the owner status. In addition, owners and members can have moderator capabilities for a channel
(provided that moderation has been set up). If a team is created from an existing Office 365 Group, permissions are
inherited.
The table below shows the difference in permissions between an owner and a member.
TEAM OWNER TEAM MEMBER
Create team Yes1 No
Leave team Yes Yes
Edit team name/description Yes No
Delete team Yes No
Add channel Yes Yes2
Edit channel name/description Yes Yes2
Delete channel Yes Yes2
Add members Yes3 No4
Request to add members N/A Yes5
Add tabs Yes Yes2
Add connectors Yes Yes2
Add bots Yes Yes2
1 Team owners can create teams unless they've been restricted from doing so. Permissions to create teams below.
2 An owner can turn off these items at the team level, in which case members would not have access to them.
3 Afteradding a member to a team, an owner can also promote a member to owner status. It is also possible for
an owner to demote their own status to a member.
4 Team members can add other members to a public team.
5
5 While a team member can't directly add members to a private team, they can request someone to be added to
a team they're already a member of. When a member requests someone to be added to a team, team owners
receive an alert that they have a pending request that they can accept or deny.
NOTE
Owners can make other members owners in the View teams option. A team can have up to 100 owners. We recommend
that you have at least a few owners to help manage the team; this will also prevent orphaned groups if a sole owner leaves
your organization. For more information about orphaned groups, see Assign a new owner to an orphaned group.
Moderator capabilities
In addition to other capabilities, team owners and members can have moderator capabilities for a channel
(provided that moderation is turned on for a team). Moderators can start new posts in a channel and control
whether team members can reply to existing channel messages. They can also control whether bots and connectors
can submit channel messages.
Moderator capabilities are assigned at the channel level. Team owners have moderator capabilities by default. Team
members have moderator capabilities turned off by default, but a team owner can give moderator capabilities for a
channel to a team member. Moderators within a channel can add and remove other moderators within that
channel.
For more information about moderator capabilities, see Set up and manage channel moderation in Microsoft
Teams.
Assign a user role

To assign a user role, in Teams, select the team name and click More options > Manage team. On the Members
tab, you can add members and choose owners and moderators (if you have sufficient permissions). For more
information , see Change team settings in Teams.
Permissions to create teams

By default, all users with a mailbox in Exchange Online have permissions to create Office 365 groups and therefore
a team within Microsoft Teams. You can have tighter control and restrict the creation of new teams and thus the
creation of new Office 365 groups by delegating group creation and management rights to a set of users. For
instructions, see Manage who can create Office 365 Groups.
Decision Point Will all Microsoft Teams users be able to

create Teams (recommended)?
Next Steps Modify the default permissions for who

can create Office 365 groups if you
need to limit who can create Teams
Overview of dynamic membership for teams
Microsoft Teams supports teams associated with Office 365 groups by using dynamic membership. Dynamic
membership enables the membership of a team to be defined by one or more rules that check for certain user
attributes in Azure Active Directory (Azure AD ). Users are automatically added or removed to the correct teams as
user attributes change or users join and leave the tenant.
With dynamic membership you can set up teams for certain cohorts of users in your organization. Possible
scenarios include:
A hospital can create distinct teams for nurses, doctors, and surgeons to broadcast communications. This is
especially important if the hospital relies on temp employees.
A university can create a team for all faculty within a particular college, including an adjunct faculty that changes
frequently.
An airline wants to create a team for each flight (like a Tuesday afternoon non-stop from Chicago to Atlanta)
and have a frequently changing flight crew automatically assigned or removed as needed.
Using this feature, a given team's members update automatically based on a specific set of criteria, instead of
manually managing membership. Doing this requires Azure AD Premium P1 licenses and team membership can
be assigned by a tenant admin to any user's Azure AD properties provided you have a tenant and an admin
account.
Microsoft Teams may take anywhere from a few minutes to up to 2 hours to reflect dynamic membership changes
once they take effect in the Office 365 group for a team.
NOTE
Rules can define who is a team member, but not who is a team owner.
See Limits and specifications for Microsoft Teams for current limits on team and channel sizes.
Owners will not be able to add or remove users as members of the team, since members are defined by dynamic group
rules.
Members will not be able to leave teams backed by dynamic groups.
Creating and managing an Office 365 group with dynamic membership

While logged in as the tenant admin, follow the instructions in Create a dynamic group and check status. As
needed, refer to Dynamic membership rules for groups in Azure Active Directory.
Create a new team with your O365 group

Now allow time for the membership changes to take effect, and create a new team as described in Enhance Existing
Office 365 groups with Microsoft Teams.
Apply dynamic membership to an existing team

You can also take an existing team and change it to have a dynamic membership, as described in Change static
group membership to dynamic in Azure Active Directory.
Changes in client behavior
Once dynamic membership is enabled for a team, Teams clients will no longer allow member management for the
team. Options to add members, edit member roles, send and approve join requests, and leave the team are all
hidden.
Best practices for organizing teams in Microsoft
Teams
TIP
Do you have a best practice or tip for using Teams? Share it with us in the Comments section at the end of this article.
Teams are collections of people who gather together around a common goal. This group of people may be within a
department or across the organization. What brings them together is the outcome they are driving toward.
Members of a team may work at a different pace or create assets differently, but in our experience they often
collaborate quickly with each other, a process we call "high velocity teamwork."
Before creating a team in your product, it's a good practice to think about the goal, project, or work items and the
organization’s people who can help deliver it collaboratively. Once you've identified them, add these people or
groups to a team to start collaborating. Because membership can change over time, it's a good idea to designate
multiple owners for each team. For more information, see Managing teams.
Take a look at this short video to see some examples of how to structure cross-organizational or single purpose
teams:
Build your team gradually

You may start with a small number of team members to brainstorm as you move forward, and then add new
people or groups as you go. The great thing with Microsoft Teams, is that when you add new people or groups,
they can quickly get up to speed on what has already been discussed as the conversations and files are available to
users regardless of when they join. Try to avoid creating different teams that have the same set of members, as this
approach may not provide the desired focus to deliver the project or goal. Outlook is a great tool for sharing those
types of group-wide communications.
Create channels to focus discussions

Once you've created your team, it’s a good idea to start to think about the different areas of conversations that you
want to have to drive towards your goal and create initial channels so that people know where to contribute and to
find existing conversations. Be descriptive when naming channels to make it easier to understand what the
conversation in the channel is there to achieve. You can add new tabs to channels to add tools like OneNote,
PowerBI, or links to web pages and other content to make it easy for people to find content and share their
thoughts.
Learn more about working in teams with these quick tips for end users.
Our best practice guidance is to create teams with a larger set of members and more channels. To maintain a high
quality user experience it is helpful to minimize the number of teams that require a person's participation.
Channels within a team should be thought of as topics or workstreams to aid the team in organizing their work to
deliver on their join objectives. There is no specific number of channels that should be created. Each team should
craft channels based on their work, priorities, and style. Larger organizations may want to create teams as
"templates" to standardize the information they capture about specific types of work. This is useful for strategic
customer management, classroom management, health care scenarios, claims management, incident
management, and other scenarios appropriate to a specific industry.
Use the General channel

By default, the General channel is created for you when you create the team. There are many useful purposes for
this channel:
Learn more about working in channels with these quick tips for end users.
Use it to share an overview of what the team wants to achieve such as a project charter or who's who in the
team.
Use it for new team member onboarding and other high-level information that a new team member would find
useful.
Use it for announcements, or configure the SharePoint News connector to post your modern status reports to
this channel.
For new or single purpose teams, it may be the only channel at the beginning as you decide how Teams can
best support your goals.
Currently, you cannot remove or unfavorite the General channel. When naming channels, remember that the
channels will be ordered alphabetically after the General channel. In teams with many channels use the "Favorite a
channel" feature to control the channels you automatically see when navigating to the team.
Consider setting up moderation in your channels

Team owners can turn on moderation for a channel to control who can start new posts and reply to posts in that
channel. When you set up moderation, you can choose one or more team members to be moderators. (Team
owners are moderators by default.) For more information, see Set up and manage channel moderation in
Microsoft Teams.
Create an org-wide team in Microsoft Teams
Org-wide teams provide an automatic way for everyone in a small to medium-sized organization to be a part of a
single team for collaboration.
With org-wide teams, global admins can easily create a public team that pulls in every user in the organization and
keeps the membership up to date with Active Directory as users join and leave the organization. Only global
admins can create org-wide teams and currently an org-wide team is limited to organizations with no more than
5,000 users. There's also a limit of five org-wide teams per tenant. If these requirements are met, global admins
will see Org-wide as an option when they select Build a team from scratch when creating a team.
When an org-wide team is created, all global admins are added as team owners and all active users are added as
team members. Unlicensed users are also added to the team. The first time an unlicensed user signs in to Teams,
the user is assigned a Microsoft Teams Commercial Cloud Trial license. To learn more about the trial license, check
out Manage the Teams Commercial Cloud Trial offer.
These types of accounts won't be added to your org-wide team:
Accounts that are blocked from sign in
Guest users
Service accounts
Room or equipment accounts
Accounts backed by a shared mailbox
As your organization's directory is updated to include new active users or if users no longer work at your company
and their account is disabled, changes are automatically synced and the users are added or removed from the
team. Team members can't leave an org-wide team. As a team owner, you can manually add or remove users if
needed.
NOTE
If you don't see the Org-wide option when creating a team and you're a global admin, the feature might still be rolling
out, you have reached the five org-wide teams limit, or your organization might have more than the current size limit of
5,000 members. We're looking to increase this limit in the future.
Rooms that aren't a part of a room list, equipment, and resource accounts might be added or synced to the org-wide
team. Team owners can easily remove these accounts from the team.
All actions by the system to add or remove members are posted in the General channel. The channel will also be marked
as having new activity in the Teams client.
Best practices
To get the most out of your org-wide team, we recommend team owners do the following.
Allow only team owners to post to the General channel
Reduce channel noise by having only team owners post to the General channel. Go to the team and click ˙˙˙ More
options > Manage Team. On the Settings tab, click Member permissions > select Only owners can post
messages.
Turn off @team and @[team name ] mentions
Reduce @mentions to keep them from overloading the entire organization. Go to the team and click ˙˙˙ More
options > Manage Team. On the Settings tab, click @mentions > turn off Show members the option to
@team or @[team name].
Automatically favorite important channels
Favorite important channels to ensure everyone in your organization engages in specific conversations. To learn
more, see Auto-favorite channels for the whole team.
Set up channel moderation
Consider setting up channel moderation and giving moderator capabilities to certain team members. (When
moderation is set up, team owners are given moderator capabilities automatically.) Moderators can control who
can start a new post in a channel, add and remove moderators, control whether team members can reply to
existing channel messages, and control whether bots and connectors can submit channel messages. For more
information, see Set up and manage channel moderation in Microsoft Teams.
Remove accounts that might not belong
Even though members can’t leave an org-wide team, as a team owner, you can manage the team roster by
removing accounts that don’t belong. Make sure you use Teams to remove users from your org-wide team.
If you use another way to remove a user, such as the Microsoft 365 admin center or from a group in Outlook, the
user might be added back to the org-wide team.
FAQ
Is there a way to create an org-wide team other than using the Teams client?
Global admins can only create an org-wide team by using the Teams client. If your organization limits creating
teams to using PowerShell, the recommended workaround is to add your global admins to the security group of
users who can create a team. For more information, see Manage who can create Office 365 Groups.
If this isn't an option, you can use PowerShell to create a public team and add a global admin as the team owner.
Then, have the global admin click More options next to the team name, click Edit team, and then change the
privacy to Org-wide - Everyone in your organization will be automatically added. Note that only team
owners can access the Edit team option and only global admins can see the Org-wide option.
Is there a way to convert an existing team to an org-wide team?
Global admins can convert an existing team to an org-wide team by editing it in Teams client. Go to the team
name, click More options > Edit team.
Manage teams policies in Microsoft Teams
As an admin, you can use teams policies in Microsoft Teams to control what users in your organization can do in
teams and channels. For example, you can set whether users are allowed to discover private teams in search results
and in the team gallery and whether users are allowed to create private channels.
You manage teams policies by going to Teams > Teams policies in the Microsoft Teams admin center. You can use
the global (Org-wide default) policy or create custom policies and assign them to users. Users in your organization
will automatically get the global policy unless you create and assign a custom policy.
You can edit the global policy or create and assign a custom policy. If a user is assigned a custom policy, that policy
applies to the user. If a user isn't assigned a custom policy, the global policy applies to the user. After you edit the
global policy or assign a policy, it can take up to 24 hours for changes to take effect.
Create a custom teams policy

1. In the left navigation of the Microsoft Teams admin center, go to Teams > Teams policies.
2. Click Add.
3. Enter a name and description for the policy.
4. Choose the settings that you want:

Discover private teams: Turn on this setting to allow users to discover private teams in search results and in
the team gallery.
Create private channels: Turn on this setting to allow users to create private channels.
5. Click Save.
Edit a teams policy

You can edit the global policy or any custom policies that you create.
2. Select the policy by clicking to the left of the policy name, and then click Edit.
3. Turn on or turn off the settings that you want, and then click Save.
Assign a custom teams policy to users

You can use the Microsoft Teams admin center to assign a custom policy to one or more users or the Skype for
Business PowerShell module to assign a custom policy to groups of users, such as a security group or distribution
group.
Assign a custom teams policy to a user
1. In the left navigation of the Microsoft Teams admin center, go to Users, and then click the user.
2. Click Policies, and then next to Assigned policies, click Edit.
3. Under Teams policies, select the policy you want to assign, and then click Save.
To assign a custom teams policy to multiple users at a time, see Edit Teams user settings in bulk.
Or, you can also do the following:
2. Select the policy by clicking to the left of the policy name.
3. Select Manage users.
4. In the Manage users pane, search for the user by display name or by user name, select the name, and then
select Add. Repeat this step for each user that you want to add.
5. When you're finished adding users, click Save.
Assign a custom teams policy to users in a group
You may want to assign a custom teams policy to multiple users that you’ve already identified. For example, you
may want to assign a policy to all users in a security group. You can do this by connecting to the Azure Active
Directory PowerShell for Graph module and the Skype for Business PowerShell module. For more information
about using PowerShell to manage Teams, see Teams PowerShell Overview.
In this example, we assign a teams policy called Marketing Teams Policy to all users in the Contoso Marketing
group.
NOTE
Make sure you first connect to the Azure Active Directory PowerShell for Graph module and Skype for Business PowerShell
module by following the steps in Connect to all Office 365 services in a single Windows PowerShell window.
Get the GroupObjectId of the particular group.
$group = Get-AzureADGroup -SearchString "Contoso Marketing"
Get the members of the specified group.
$members = Get-AzureADGroupMember -ObjectId $group.ObjectId -All $true | Where-Object {$_.ObjectType -eq

"User"}
Assign all users in the group to a particular teams policy. In this example, it's Marketing Teams Policy.
$members | ForEach-Object { Grant-CsTeamsChannelsPolicy -PolicyName "Marketing Teams Policy" -Identity

$_.EmailAddress}
Depending on the number of members in the group, this command may take several minutes to execute.
Related topics
Manage discovery of private teams in Teams
Manage discovery of private teams in Microsoft
Teams
This is a preview or early release feature.

Admins and team owners can control whether private teams can be discovered by Microsoft Teams users in your
organization. When a private team is discoverable, it shows up in search results and is included in suggestions in
the team gallery alongside public teams in Teams. This makes it easy for users to search for and find the private
teams that they want to join. Users can request to join a private team, and a team owner can then approve or deny
the request.
Overview of public teams, private teams, and discovery in Teams

Most organizations have the following kinds of teams: public teams, discoverable private teams, and non-
discoverable private teams.
Public teams
Public teams are available for all users in your organization to join. Public teams are visible to everyone in the
teams gallery, and users can join a public team without having to get approval from the team owner. Examples of
public teams include a team to discuss technology news, a team to get feedback for your products, and a team for
people carpooling to work.
Discoverable private teams
Discoverable private teams can only be joined when the team owner adds users to them. When you make a private
team discoverable, the team is included in the list of suggested teams and search results in the teams gallery. Use
discoverable private teams for projects and groups in your organization that everyone is aware of and where
access to conversations and files in the team need to be controlled. Examples include a team for your HR
department, a team for all managers in your organization, and a team for a manager and their direct reports.
Non-discoverable private teams
Non-discoverable private teams can only be joined when the team owner adds users to them. When you make a
private team not discoverable, it's hidden from the list of suggested teams and removed from search results in the
teams gallery. Use non-discoverable teams to collaborate on sensitive and highly confidential topics. Examples
include a team to discuss an upcoming acquisition and a team to discuss a change in your organization's strategic
direction.
Set whether new private teams are discoverable

When a team owner creates a private team, they can choose to make it discoverable by configuring the team's
discovery setting. By default, new private teams are searchable and discoverable. If the team owner doesn't want
the private team to show up in search results and suggestions, the owner can turn off the setting by selecting
Change setting next to This team is searchable and discoverable.
Set whether existing private teams are discoverable

Team owners can set the discovery setting for an existing private team directly in the team settings and admins can
do so by using PowerShell.
In team settings
In Teams, go to the private team, click More options > Manage team. On the Settings tab, expand Team
discovery, and then clear or select the Turn on discoverability check box.
Using PowerShell
Use the Set-Team cmdlet to turn off or turn on the discovery setting for an existing private team. Here's an
example of how to make a team discoverable:
Set-Team -GroupId 0abc123d-e4f5-67gh-i890-jk1m2n345o6p -ShowInTeamsSearchAndSuggestions $true
You can use this cmdlet in a script to set the discovery setting of existing private teams in bulk.
Set whether users can discover private teams

As an admin, you can also control which users in your organization are allowed to discover private teams in search
results and suggestions in Teams. Create a policy by using the New-CsTeamsChannelsPolicy cmdlet, and then
assign the policy to users.
Set the AllowPrivateTeamDiscovery parameter to true to allow users who are assigned the policy to see
discoverable private teams in search results and suggestions. Setting the AllowPrivateTeamDiscovery
parameter to false removes all discoverable private teams from search results and suggestions for users who are
assigned the policy.
By default, AllowPrivateTeamDiscovery is set to true for all users in an organization.
In this example, we create a policy named VendorPolicy that prevents users from discovering any private teams
that are made discoverable, and then we assign the policy to a user named vendoruser1.
New-CsTeamsChannelsPolicy -Identity VendorPolicy -AllowPrivateTeamDiscovery $false

Grant-CsTeamsChannelsPolicy -Identity vendoruser1@company.com -PolicyName VendorPolicy
NOTE
Private teams that are not discoverable are never shown in search results and suggestions, regardless of the policy setting.
For example, if you turn off the discovery setting for a private team, users are unable to discover the team, even though the
AllowPrivateTeamDiscovery parameter is set to true in the policy setting for those users.
Related topics
Teams PowerShell Overview
Set up and manage channel moderation in Microsoft
Teams
In Microsoft Teams, team owners can turn on moderation for a channel to control who can start new posts and
reply to posts in that channel.
Team owners can also add team members as moderators. A team owner might not have the subject matter
expertise at the channel level to best support channel moderation. By allowing specific team members to
moderate a channel, the responsibility of managing content and context within a channel is shared between team
owners and channel moderators. For example, a team owner can add business owners or content owners as
moderators, which lets them control information sharing in that channel.
What can a channel moderator do?

Channel moderators can:
Start new posts in the channel. When moderation is turned on for a channel, only moderators can start new
posts in that channel.
Add and remove team members as moderators to a channel. Keep in mind that by default, team owners are
channel moderators and can't be removed.
Control whether team members can reply to existing channel messages and whether bots and connectors can
submit channel messages.
Scenarios
Here's some examples of how your organization can use channel moderation in Teams.
Use a channel as an announcement channel
The Marketing team uses a specific channel to share key project announcements and deliverables. Sometimes
team members post content to the channel that more appropriately belongs in other channels. The team owner
wants to restrict information sharing in the channel to only announcements so that team members can use that
channel to stay on top of what's important.
In this scenario, the team owner adds Marketing leads as moderators so they can post announcements in the
channel and turns off the ability for team members to reply to messages in that channel.
Use a channel for class discussions in Teams for Education
In Teams for Education, a science teacher want to use a channel to engage students in focused discussions on
specific classroom topics.
In this scenario, the teacher allows their teaching assistants to moderate the channel. The teaching assistants can
then create new posts to initiate and drive discussions with students.
Manage channel moderation

In Teams, go to the channel, click More options ... > Manage channel. From here you can turn on and turn off
moderation, add team members as moderators, and set preferences.
Turn on or turn off moderation for a channel
By default, moderation is off and you can restrict new posts to only team members or allow everyone, including
guests, to start new posts.
To turn on moderation for a channel, under Channel moderation, click On. When channel moderation is on,
only moderators can start new posts.
Add or remove channel moderators
Under Who are the moderators?, click Manage, and then add or remove team members as moderators. Team
owners and moderators can add and remove other moderators.
Set team member permissions
Under Team member permissions, select the check boxes next to the activities you want to allow.
Related topics
Overview of teams and channels in Teams
Sharing files in Microsoft Teams
This article describes a Microsoft Teams feature that hasn't yet been released. It's been announced, and it's
coming soon. If you're an admin, you can find out when this feature will be released in the Message Center (in
the Microsoft 365 admin center). To stay on top of upcoming Teams features, check out the Microsoft 365
Roadmap.
The file sharing features in Teams let users share content with other Teams users in their organization. Sharing in
Teams is based on the settings configured in SharePoint and OneDrive, so whatever you set up for SharePoint and
OneDrive will control sharing in Teams as well.
Teams sharing lets users do the following:

Share files from OneDrive.
Set permissions for files they want to share with others.
Share files across Teams.
Share files from their list of recently accessed files (typically, these are the files users are most interested in
sharing).
Stay within Teams when they click a file name to open a file.
Teams shortens long SharePoint URLS and browser URLS that point to a file. Teams uses just the file name to link
to a file. Additionally, the Get link option has been changed to Copy link to eliminate any confusion that users
might have about giving others access to a file.
Configure sharing in OneDrive and SharePoint

For more information about sharing files in OneDrive and SharePoint, including how to configure sharing and how
to turn sharing on and off, see:
External sharing overview - describes what happens when users share, depending on what they're sharing
and with whom.
Turn external sharing on or off - describes how global and SharePoint admins can change their
organization-level sharing settings for SharePoint and OneDrive.
Change external sharing for a site – describes how global and SharePoint admins can turn external sharing
on or off for a site.
Change the default link type when users get links for sharing - describes how to set the default link type so
that it is more restrictive.
More information
How SharePoint Online and OneDrive for Business interact with Microsoft Teams
SharePoint and Teams: better together.
Share OneDrive files and folders
Share SharePoint files or folders
Manage messaging policies in Teams
Messaging policies are used to control which chat and channel messaging features are available to users in
Microsoft Teams. You can use the default policy that is created automatically or create one or more custom
messaging policies for people in your organization. After you create a policy, you can assign it to a user or group
of users in your organization.
By default, a policy named Global (org-wide default) is created. All users in your organization will be assigned this
messaging policy by default. You can either make changes to this policy or create one or more custom policies and
assign users to them. When you create a custom policy, you can allow or prevent certain features from being
available to your users and then assign it to one or more users who will need the settings applied to them.
Change or create a messaging policy

You can easily manage messaging policies in the Microsoft Teams admin center
(http://admin.teams.microsoft.com) by signing in with administrator credentials and choosing Messaging
policies in the left navigation pane. To edit the existing default messaging policy for your organization, select the
Global (Org-wide default) row, and then make your changes. To create a new custom messaging policy, select
New policy, give the new policy a name, and then select your settings. Choose Save when you are done.
For example, say you want to make sure that sent messages aren't deleted or altered. You would create a new
custom policy named "Retain sent messages" and turn off the following settings:
Owners can delete sent messages
Users can delete sent messages
Users can edit sent messages
Then assign the policy to the users.
NOTE
A user can only be assigned one messaging policy at a time.
Assign a messaging policy to a user

If you create a custom messaging policy, it will only be active for a user if the policy is assigned to the user. To
assign a custom policy to a user, go to the Microsoft Teams admin center, choose Users in the left navigation pane,
and select the user you want to assign the policy to. On the user's page, choose Edit next to Assigned policies.
Then, in the Edit user policies pane, under Messaging policy, select the messaging policy from the drop-down
list, and select Save. You can also edit settings from the list of users. To do this, select the user by clicking to the
left of the user's display name. Select Edit settings. Then, on the Edit settings pane, under Messaging policy,
select the policy from the drop-down list and then select Save.
If you are applying a policy to more than one user, select each of the users by clicking to the left of the user name,
and then select Edit settings. On the Edit Settings pane, under Messaging policy, select the policy from the
drop-down list and then select Save.
You can also assign a messaging policy to one or more users as follows:
1. Go to Microsoft Teams admin center > Messaging policies.
5. When you are finished adding users, select Save.
NOTE
You can't delete a policy if users are assigned to it. You must first assign a different policy to all affected users, and then you
can delete the original policy.
Messaging policy settings

Use the following settings to change the global messaging policy or create a new custom policy:
Owners can delete sent messages Use this setting to let owners delete messages that users sent in chat.
Users can delete sent messages Use this setting to let users delete messages that they sent in chat.
Users can edit sent messages Use this setting to let users edit the messages that they sent in chat.
Read receipts Read receipts allow the sender of a chat message to be notified when their message was
read by the recipient in 1:1 and group chats 20 people or less. Message read receipts remove uncertainly
about whether a message was read, and improve team communication.
User controlled This means that users get to decide if they want read receipts ON or OFF. Default
setting within the app is ON. Users can then turn it OFF.
On for everyone This means everyone in the tenant will have the feature ON with no option to turn it
off. Be aware that when using the On for everyone setting, the only way to set receipts for the whole
tenant is either to have only one messaging policy for the whole tenant (the default policy named
"Global (Org-wide Default)") or to have all messaging policies in the tenant use the same settings for
receipts. The read receipts feature is most effective when the feature is enabled to On for everyone.
Off for everyone This means the feature is disabled and no one in the tenant has read receipts nor can
they turn it on.
Chat Turn this setting on if you want users in your organization to be able to use the Teams app to chat
with other people.
Use Giphys in conversations If you turn this on, users can include Giphys in chat conversations with
other people. Giphy is an online database and search engine that allows users to search for and share
animated GIF files. Each Giphy is assigned a content rating.
Giphy content rating
No restriction This means that your users will be able to insert any Giphy in chats regardless of the
content rating.
Moderate This means that your users will be able to insert Giphys in chats, but will be moderately
restricted from adult content.
Strict This means that your users will be able to insert Giphys in chats, but will be strictly restricted from
adult content.
Use Memes in conversations If you turn this on, users can include Memes in chat conversations with
other people.
Use Stickers in conversations If you turn this on, users can include Stickers in chat conversations with
other people.
Allow URL previews Use this setting to turn automatic URL previewing on or off in messages.
Allow users to translate messages Turn this setting on to let users automatically translate Teams
messages into the language specified by their personal language settings for Office 365.
Allow immersive reader for viewing messages Turn this setting on to let users view messages in
Microsoft Immersive Reader. Immersive Reader is a learning tool that provides a full screen reading
experience to increase readability of text.
Users can send notifications If you turn this on, users can send a message that uses priority notifications.
pri ori ty
Priority notifications notify users every 2 minutes for a period of 20 minutes or until messages are picked
up and read by the recipient, maximizing the likelihood that the message is picked up and acted upon in a
timely manner. For a limited time, unlimited Priority Notifications in Microsoft Teams will be made available
for all customers. This promotion will run from June 2019 until December 31, 2019 and during this time all
Teams users will be able to send unlimited Priority Notifications. For more information, see Messaging
policies licensing.
Voice message creation
Allowed in chats and channels This means that users can leave voice messages in both chats and
channels.
Allowed in chats only This means that users can leave voice messages in chats, but not in channels.
Disabled This means that users cannot create voice messages in chats or channels.
On mobile devices, display favorite channels above recent chats Enable this setting to move favorite
channels to the top of the mobile device screen so that a user doesn't need to scroll to find them.
Allow a user to remove users from a group chat Turn this setting on to let a user remove other users
from a group chat. This feature lets you continue a chat with a smaller group of people without losing the
chat history.
Related topics
Meeting policies in Teams
User presence in Teams
Presence is part of a user’s profile in Microsoft Teams (and throughout Office 365) that indicates the user’s current
availability and status to other users. By default, anyone in your organization using Teams can see (in nearly real
time) if other users are available online.
Presence states in Teams

The user presence states available in Teams are:
USER CONFIGURED APP CONFIGURED
Available Available
Available, Out of Office
Busy Busy
In a call
In a meeting
In a call, out of office
Do not disturb
Presenting
Focusing
Away Away
Away Last Seen time
Be right back
Off Work
Offline
Status unknown
Blocked
Out of Office
Users can manually set their current presence state to some options, and their state gets reflected to all other users.
More user presence details are also automatically updated. The changes are based on user activity (Available,
Away), Outlook calendar states (In a meeting), or Teams app states (In a call, Presenting), to states that are indented
in the list.
There is a 15-minute inactivity timeout, after which a current presence state is reset to Away.
Users can specify who can break through (meaning contact them despite a Do Not Disturb state). These settings
are available in the Teams client.
Admin settings in Teams compared to Skype for Business

The following admin settings Skype for Business are different in Teams:
In Teams, presence sharing is always enabled for users in the organization. Privacy (where you define who can
see presence) configuration is not available in Teams.
Presence sharing with everyone (including Federated services) is always enabled for users in Teams. Their
contact list (if they had one in Skype for Business) is visible under Chat > Contacts or under Calls > Contacts.
Client Do Not Disturb and Breakthrough features are always enabled for users in Teams.
Calendar (includes out of office and other calendar information) integration is always enabled for users when
Teams is integrated with Outlook.
The Last seen or Away since indicator is always enabled for users in Teams if the organization also uses Skype
for Business.
NOTE
The ability of a Teams admin to customize these settings is not currently supported.

See Coexistence with Skype for Business for details on how Teams presence functions when your organization also
uses Skype for Business.
Archive or delete a team in Microsoft Teams
Over time, a team created in Microsoft Teams might fall out of use or you might want to archive or delete a team at
the end of a project. If you are a Microsoft Teams admin, follow the steps in this article to archive or delete a team
that is no longer needed. When you archive a team, all activity for that team ceases, but you can still add or remove
members and update roles and you can still view all the team activity in channels, files, and chats. When you delete
a team, team activity in associated channels, files, and chats is also deleted.
IMPORTANT
Archived teams can be reactivated, but you can’t undelete a team that has been deleted. Consider archiving the team first,
and postpone the deletion until you're sure that you no longer need the team.
Archive a team
Follow these steps to archive a team.
1. In the Microsoft Teams admin center, select Teams.
2. Select a team by clicking the team name.
3. Select Archive. The following message will appear.
4. If you would like to make the SharePoint site for the team read-only, select the check box.
5. Select Archive to archive the team. The team’s status will change to Archived.
Make an archived team active

Follow these steps to make an archived team active again.
3. Select Unarchive. The team’s status will change to Active.
Delete a team
If the team will not be required in the future, then you can delete it rather than archiving it. Follow these steps to
delete a team.
3. Select Delete. A confirmation message will appear.
4. Select Delete to permanently delete the team.
Apps, bots, & connectors in Microsoft Teams
Apps let you find content from your favorite services and share it right in Teams. They help you do things such as
pin services at the top of a channel, chat with bots, or share and assign tasks. To learn more, read Overview of
apps in Teams.
We recommend that you include our featured apps - such as Planner - in your initial Teams rollout. Add other
apps, bots, & connectors as you drive Teams adoption.
Apps deployment decisions

Teams provides a great out-of-the-box collaboration experience for your organization, and most organizations
find that the default settings work for them. This article helps you decide whether to change any of the default
settings, based on your organization's profile and business requirements, then it walks you through each change.
We've split the settings into two groups, starting with the core set of changes you're more likely to make. The
second group includes the additional settings you may want to configure, based on your organization's needs.

These are the apps settings that most organizations want to change (if the Teams default settings don't work for
them).
App availability settings
Teams provides a number of apps published by Microsoft and by third parties to engage users, support
productivity, and integrate commonly used business services into Teams. Get apps from the Teams Store. By
default, all apps, including custom apps that you've submitted via the Teams Store approval process, are turned
on for all users. For example, users can use the Planner app to build and manage team tasks in Teams.
By default, all Microsoft-provided and custom apps are available, and you can turn individual apps on or off.
There's an org-wide setting that lets you turn all custom apps on or off for your entire organization.
ASK YOURSELF ACTION
Will you change the default Teams apps settings? For more information about policies and settings that you
can use to manage apps in your organization, see Admin
settings for apps in Microsoft Teams.
App permissions and other considerations

Apps are consented to by users and managed by the admin or IT pro through policies. However, for the most
part, an app's permissions and risk profile are defined in the app itself.
ASK YOURSELF ACTION

ASK YOURSELF ACTION
See Microsoft Teams apps permissions and

Which apps do I want to allow access to? Which ones do I considerations for a list of things you should consider
not want to allow access to? when allowing access to an app, bot, tab, or connector.
See Publish apps in the Teams tenant apps catalog for
information about making an app available to users in
your organization.
Bots for private chats and channels

Bots are automated programs that respond to queries or give updates and notifications about details users find
interesting or want to stay informed about. Bots allow users to interact with cloud services such as task
management, scheduling, and polling in a Teams chat. Teams supports bots in private chats and channels.
Administrators can control whether the use of bots is allowed in an Office 365 tenant.
ASK YOURSELF ACTION
Do I want to allow custom bots in my Office 365 tenant? For more information about adding bots, see Add bots for
private chats and channels in Microsoft Teams. For
information about turning custom bots on or off, see Admin
settings for apps in Microsoft Teams.
Built-in and custom tabs

Owners and team members can add tabs to a channel, private chat, and group chat to help integrate their cloud
services. Add tabs to help users access and manage the data they need or use the most. In channels, the
Conversations and Files tabs are created by default. In every private chat, the Conversations, Files, Organization,
and Activity tabs are created by default. In addition to these built-in tabs, you can design and add custom tabs. To
learn about turning Teams apps on or off for your organization, read Admin settings for apps in Teams.
ASK YOURSELF ACTION
Do I want to allow custom tabs in my Office 365 tenant? For more information, see Use built-in and custom tabs in
Teams.
Office 365 and custom connectors

Connectors keep your team current by delivering content and updates from services you frequently use directly
into a channel. With connectors, your Teams users can receive updates from popular services such as Twitter,
Trello, Wunderlist, GitHub, and Azure DevOps Services in their Teams chats.
ASK YOURSELF ACTION
Do I want to allow users to create custom connectors? For more information, see Use Office 365 and custom
connectors in Teams.

Activity reports
You can use activity reports to see how users in your organization are using Teams. For example, if some don’t
use Teams yet, they might not know how to get started or understand how they can use Teams to be more
productive and collaborative. Your organization can use the activity reports to decide where to prioritize training
and communication efforts. To view activity reports, you must be a global admin in Office 365, Teams service
admin, or Skype for Business admin.
ASK YOURSELF ACTION
If you don't want to assign an admin role to a user,

Who needs to see the activity reports, and do they have the you can assign the Reports reader role.
correct permissions to view them? See Roles and permissions and View and assign roles
for information about assigning admin roles in Azure
Active Directory.
App templates
App templates are production-ready apps for Microsoft Teams that are community driven, open-source, and
available on GitHub. Each contains detailed instructions for deploying and installing that app for your
organization, providing a ready-to-use app that you can install and begin using immediately. The complete source
code is available as well, so you can explore it in detail,or fork the code and alter it to meet your specific needs.
ASK YOURSELF ACTION
Do I want to install any Teams app templates, such as To learn more, read App templates for Teams.
Icebreaker?
Next steps
Drive adoption of featured apps, such as Planner.
Roll out meetings & conferencing
Microsoft Teams apps permissions and considerations
Microsoft Teams apps are a way to aggregate one or more capabilities into an app package that can be installed,
upgraded, and uninstalled. The capabilities include:
Bots
Messaging extensions
Tabs
Connectors
Apps are consented to by users and managed by IT from a policy perspective. However, for the most part, an app's
permissions and risk profile are defined by the permissions and risk profiles of the capabilities that the app
contains. Therefore, this article focuses on permissions and considerations at the capability level.
The permissions listed below in capital letters, for example RECEIVE_MESSAGE and REPLYTO_MESSAGE, don't
appear anywhere in the Microsoft Teams developer documentation or the permissions for Microsoft Graph.
They're simply a descriptive shorthand for the purpose of this article.
Use the tables below as a guide to understand which

Decision point permissions the apps you're investigating are
requesting.
Research the app or service itself to decide whether

Next step you want to allow access to it within your organization.
For example, bots send and receive messages from
users, and—except for enterprise line-of-business bots
—they're located outside the compliance boundary.
Therefore, any app that includes a bot requires those
permissions and has that risk profile, at a minimum.
Global app permissions and considerations

Required permissions
None
Optional permissions
None
Considerations
An app must disclose what data it uses and what the data is used for in its terms of use and privacy policy links.
Bots and messaging extensions

RECEIVE_MESSAGE, REPLYTO_MESSAGE. The bot can receive messages from users and reply to them.1
POST_MESSAGE_USER. After a user has sent a message to a bot, the bot can send the user direct
messages (also called proactive messages at any time.
GET_CHANNEL_LIST. Bots added to teams can get a list of names and IDs of the channels in a team.
IDENTITY. When it's used in a channel, the app's bots can access basic identity information of team
members (first name, last name, user principal name [UPN ], email address); when it's used in a personal or
group chat, the bot can access the same information for those users.
POST_MESSAGE_TEAM. Allows an app's bots to send direct (proactive) messages to any team member at
any time, even if the user has never talked to the bot before.
The following are not explicit permissions, but are implied by RECEIVE_MESSAGE and
REPLYTO_MESSAGE and the scopes into which the bots can be used, declared in the manifest:
RECEIVE_MESSAGE_PERSONAL, REPLYTO_MESSAGE_PERSONAL
RECEIVE_MESSAGE_GROUPCHAT, REPLYTO_MESSAGE_GROUPCHAT
RECEIVE_MESSAGE_TEAM, REPLYTO_MESSAGE_TEAM
SEND_FILES, RECEIVE_FILES.2 Controls whether a bot can send and receive files in personal chat (not yet
supported for group chat or channels).
Considerations
Bots only have access to teams to which they've been added or to users who have installed them.
Bots only receive messages in which they're explicitly mentioned by users. This data leaves the corporate
network.
Bots can only reply to conversations in which they're mentioned.
After a user has conversed with a bot, if the bot stores that user's ID, it can send that user direct messages at
any time.
It is theoretically possible for bot messages to contain links to phishing or malware sites, but bots can be
blocked by the user, the tenant admin, or globally by Microsoft.
A bot can retrieve (and might store) very basic identity information for the team members the app has been
added to, or for individual users in personal or group chats. To get further information about these users,
the bot must require them to sign in to Azure Active Directory (Azure AD )
Bots can retrieve (and might store) the list of channels in a team; this data leaves the corporate network.
When a file is sent to a bot, the file leaves the corporate network. Sending and receiving files requires user
approval for each file.
By default, bots don't have the ability to act on behalf of the user, but bots can ask users to sign in; as soon
as the user signs in, the bot will have an access token with which it can do additional things. Exactly what
those additional things are depends on the bot and where the user signs in: a bot is an Azure AD app
registered at https://apps.dev.microsoft.com/ and can have its own set of permissions.
Bots are informed whenever users are added to or deleted from a team.
Bots don't see users' IP addresses or other referrer information. All information comes from Microsoft.
(There is one exception: if a bot implements its own sign-in experience, the sign-in UI will see users' IP
addresses and referrer information.)
Messaging extensions, on the other hand, do see users' IP addresses and referrer information.
App guidelines (and our AppSource review process) require discretion in posting personal chat messages
to users (via the POST_MESSAGE_TEAM permission) for valid purposes. In the event of abuse, users can
block the bot, tenant admins can block the app, and Microsoft can block bots centrally if necessary.
1
1 Some bots only send messages ( POST_MESSAGE_USER ). They're called "notification-only" bots, but the term
doesn't refer to what a bot is allowed or not allowed to do, it means that the bot doesn't want to expose a
conversational experience. Teams uses this field to disable functionality in the UI that would ordinarily be enabled;
the bot isn't restricted in what it's allowed to do compared to bots that do expose a conversational experience.
2 Governed by the supportsFiles Boolean property on the bot object in the manifest.json file for the app.
NOTE
If a bot has its own sign-in, there's a second—different—consent experience the first time the user signs in.
Currently, the Azure AD permissions associated with any of the capabilities inside a Teams app (bot, tab, connector, or
messaging extension) are completely separate from the Teams permissions listed here.
Tabs
A tab is a website running inside Teams.
SEND_AND_RECEIVE_WEB_DATA
None (currently)
Considerations
The risk profile for a tab is almost identical to that same website running in a browser tab.
A tab also gets the context in which it's running, including the sign-in name and UPN of the current user, the
Azure AD Object ID for the current user, the ID of the Office 365 Group in which it resides (if it's a team),
the tenant ID, and the current locale of the user. However, to map these IDs to a user's information, the tab
would have to make the user sign in to Azure AD.
Connectors
A connector posts messages to a channel when events in an external system occur.
POST_MESSAGE_CHANNEL
REPLYTO_CONNECTOR_MESSAGE. Certain connectors support actionable messages, which allow users to post
targeted replies to the connector message, for example by adding a response to a GitHub issue or adding a date to
a Trello card.
Considerations
The system that posts connector messages doesn't know who it's posting to or who receives the messages:
no information about the recipient is disclosed. (Microsoft is the actual recipient, not the tenant; Microsoft
does the actual post to the channel.)
No data leaves the corporate network when connector messages are posted to a channel.
Connectors that support actionable messages (REPLYTO_CONNECTOR_MESSAGE permission) also don't
see IP address and referrer information; this information is sent to Microsoft and then routed to HTTP
endpoints that were previously registered with Microsoft in the Connectors portal.
Each time a connector is configured for a channel, a unique URL for that connector instance is created. If
that connector instance is deleted, the URL can no longer be used.
Connector messages can't contain file attachments.
The connector instance URL should be treated as secret/confidential: anyone who has that URL can post to
it, like an email address. Therefore, there's some risk of spam or links to phishing or malware sites. If that
were to happen, team owners can delete the connector instance.
If the service that sends connector messages were to become compromised and start sending
spam/phishing/malware links, a tenant administrator can prevent new connector instances from being
created and Microsoft can block them centrally.
NOTE
It's not currently possible to know which connectors support actionable messages (REPLYTO_CONNECTOR_MESSAGE
permission).
Outgoing webhooks
Outgoing webhooks are created on the fly by team owners or team members if sideloading is enabled for a tenant.
They aren't capabilities of Teams apps; this information is included for completeness.
RECEIVE_MESSAGE, REPLYTO_MESSAGE. Can receive messages from users and reply to them.
None
Considerations
Outgoing webhooks are similar to bots but have fewer privileges. They must be explicitly mentioned, just
like bots.
When an outgoing webhook is registered, a secret is generated, which allows the outgoing webhook to
verify that the sender is Microsoft Teams as opposed to a malicious attacker. This secret should remain a
secret; anyone who has access to it can impersonate Microsoft Teams. If the secret is compromised, the
outgoing webhook can be deleted and re-created, and a new secret will be generated.
Although it's possible to create an outgoing webhook that doesn't validate the secret, we recommend
against it.
Other than receiving and replying to messages, outgoing webhooks can't do much: they can't proactively
send messages, they can't send or receive files, they can't do anything else that bots can do except receive
and reply to messages.
Admin settings for apps in Microsoft Teams
IMPORTANT
both the current Skype for Business admin center and the Microsoft Teams experience in the Microsoft 365 admin center. If
a setting has been migrated, you'll see a notification and then be directed to the setting's location in the new Microsoft
Teams admin center. For more information, see Manage Teams during the transition to the new Microsoft Teams admin
center.
Apps provide out-of-the-box tools for your organization to get more out of Teams. These apps combine the
functionality of tabs, messaging extensions, connectors, and bots provided by Microsoft, built by a third-party, or
by developers in your organization.
In Teams apps in the Microsoft Teams admin center, you can set policies to manage apps for your organization.
For example, you can set policies to control what apps are available to Teams users and you can customize Teams
by pinning the apps that are most important for your users.
We're continually improving the app experience in Teams and adding features and functionality. Over time, we'll
be building additional app management capabilities, so check back for the most up-to-date information on app
policies.
App permission policies

With app permission policies, you can block or allow apps, either org-wide or for specific users. When you block
an app, all interactions with that app are disabled and the app doesn't appear in Teams for users.
For example, you can use app permission policies to:
Disable an app that poses a permission or data loss risk to your organization.
Gradually roll out new third-party or custom built apps to specific users.
Simplify the user experience, especially when you start rolling out Teams across your organization.
To learn more, go to Manage app permission policies in Teams.
App setup policies

App setup policies let you customize the app experience for your users. You choose the apps that you want to pin
to the app bar in the Teams clients and the order in which they appear, on web, desktop, and mobile clients.
Here's some examples of how you can use app setup policies:
Drive awareness and adoption of core apps. For example, pin a custom recruiting and talent management app
for users on your HR team.
Selectively pin core Teams features, such as Chat, Teams, and Calling. Doing so can help ensure users are
engaged in specific activities within Teams.
To learn more, check out Manage app setup policies in Teams.
Custom app policies and settings

Teams allows developers in your organization to build, test, and deploy custom apps to other users. Custom apps
can be added to Teams by uploading an app package in a .zip file directly to a team or in the personal context. You
can use app setup policies to control who in your organization can upload custom apps. You can also set org-
wide settings to control whether users can interact with specific custom apps.
To learn more, go to Manage custom app policies and settings in Teams.
Add bots for personal chats, group chats, and
channels in Microsoft Teams
IMPORTANT
Bots are automated programs that respond to queries or give updates and notifications about details users find
interesting or want to stay informed about. Bots allow users to interact with cloud services like task management,
scheduling, and polling, through chat conversations in Microsoft Teams. Bots for Teams are built on the Microsoft
Bot Framework. The bots that are developed using this framework can be enabled easily for Teams. For more
information, see Manage Microsoft Teams settings for your organization.
Currently, Teams supports bots in personal chats, group chats, and channels within a team. Administrators can
control whether the use of bots is allowed or prohibited within the Office 365 tenant.
Bots developed by the community can be leveraged within Teams. The bot's functionality and the ability to upload
custom apps (also known as sideloading) must be enabled on the tenant level for custom bots to be functional.
Bots can be used in personal chats, group chats, and channels. For channels, team owners or members can add
bots.
For more information, see Apps and services.
IMPORTANT
Adding a bot by GUID, for anything other than testing purposes, is not recommended. Doing so severely limits the
functionality of a bot. Bots in production use should be added to Teams as part of an app. See Create a bot and Test and
debug your Microsoft Teams bot
Create custom bots for Microsoft Teams

You can easily create a bot that integrates in to your LOB applications, using the Microsoft Bot Framework. See the
Creating and Testing a bot for Microsoft Teams guidance to learn how you can develop and publish your own bots.
When you create a bot and register it with the Bot Framework, you can choose to publish it. If you don't publish it,
the bot remains private. You can also require your users to log in before using the bot. Requiring login makes sure
only employees of your organization can access the bot, even if the bot's application ID becomes known. See
AuthBot on GitHub for a code example of how to authenticate users against your Active Directory using bots.
Bots can be tested using the Bot Framework Emulator before they are deployed into your Teams.
Upload your bot for personal chat

1. After you create your bot, go to the Application Settings for the bot you developed, and then under App
settings, copy the value of the MicrosoftAppId setting.
2. In Teams, on the Chat pane, select the Add chat icon. In To, paste your bot's Microsoft app ID.
3. The app ID will resolve to your bot name, and then you can start a chat conversation with that bot.
Upload your bot for group chats or channels

If you want to share your bot with your colleagues, here's how to add it to group chats or channels of different
teams:
1. After you create an app package for your bot, open Teams and browse to the team in which you'll be
uploading the bot.
2. Add App Studio, app to Teams.
3. In App Studio, select the Manifest Editor Tab.
4. To add your bot, in capabilities, select the bot and choose to add an existing bot. Then, choose an existing bot
or enter the Id of an existing bot.
5. Browse to the location of your app package, select it, and then click Open.
6. Select your bot's name. (Don't forget to select the Group chat or Team check box under the scope section).
7. Select Test and distribute.
8. Select the group chat or team where you want to connect your bot to.
Your bot will be available in your group chat or team in Teams.
Use built-in and custom tabs in Microsoft Teams
Tabs allow team members to access services and content in a dedicated space within a channel or in a chat. This
lets the team work directly with tools and data, and have conversations about the tools and data, all within the
context of the channel or chat.
Owners and team members can add tabs to a channel, private chat, and group chat to help integrate their cloud
services. Tabs can be added to help users easily access and manage the data they need or interact with the most.
This can be a Power BI report, a dashboard, or even a Microsoft Stream video channel where you publish training
videos.
Work with tabs

With every new channel, two tabs are provisioned by default: Conversations and Files.
With every private chat, four tabs are provisioned by default: Conversations, Files, Organization, and
Activity.
Owners and team members can add more tabs to a channel or chat by clicking Add a tab at the top of
the channel or chat.
Excel, PowerPoint, Word, and PDF files must be uploaded to the Files tab before they can be converted to
tabs. Any existing uploaded file can be converted to a tab with a single click, as shown below.
To add a website, the URL must start with an https prefix so information that's exchanged remains secure.
Detailed instructions are provided when a team member tries to add a custom tab to their channel or chat.
When a custom tab is added to a channel, a Tab conversation is created that allows team members to have
focused discussions about the content.
Develop custom tabs

In addition to the built-in tabs, you can design and develop your own tabs to integrate to Teams or share with the
rest of the community. You can control access to your custom tab by configuring the appropriate Office 365
Groups.
The Microsoft Developer Network provides sample tabs developed by Microsoft that you can download, and
detailed instructions for designing and building your own tabs.
Use Office 365 and custom connectors in Microsoft
Teams
Connectors keep your team current by delivering frequently used content and service updates directly into a
channel. With connectors, your Microsoft Teams users can receive updates from popular services such as Twitter,
Trello, Wunderlist, GitHub, and Azure DevOps Services within the chat stream in their team.
Any member of a team can connect their team to popular cloud services with the connectors if the team
permissions allow, and all team members are notified of activities from that service. Connectors will continue to
function even after the member who has initially setup the connector has left. Any team member with the
permissions to add\remove can modify connectors setup by other members.
Office 365 connectors can be used with both Microsoft Teams and Office 365 groups, making it easier for all
members stay in sync and receive relevant information quickly. Both Microsoft Teams and Exchange use the same
connector model, which allows you to use the same connectors within both platforms. It is worth noting, however,
that disabling connectors for the Office 365 Group that a team is dependent upon will disable the ability to create
connectors for that team as well.
Add a connector to a channel

Currently, you can add connectors by using Microsoft Teams desktop and web clients. However, information posted
by these connectors can be viewed in all clients including mobile.
1. To add a connector to a channel, click the ellipses (… ), on the right of a channel name, then click
Connectors.
2. You can select from a variety of available connectors, and then click Add.
3. Fill in the required information of the selected connector and click Save. Each connector requires a diverse
set of information to function properly, and some may require you to sign in to the service using the links
provided on the connector configuration page.
4. Data provided by the connector is automatically posted to the channel.

Develop custom connectors
It is very easy to develop custom connectors that can integrate with your line-of-business (LOB ) applications. You
can use the built-in Incoming Webhook connector to create an endpoint for a channel that pulls data from any
application using HTTP post methods.
1. Add the Incoming Webhook like any other connector.
2. To create a Webhook, specify a name, update the Webhook image, if necessary, and click Create.
3. Applications that push data to this channel require the Webhook connector URL. A unique URL is created
when you create the Webhook. Share this URL with your developers so that they can configure their
applications to push data, as needed.
4. When an external application pushes data to a connector, the message is shown in the channel conversation
list as a special message called a Connector Card message.
Developers can configure their applications to create these cards by sending an HTTP request with a simple
JSON payload to a team’s Webhook address, which is a unique URL of that endpoint provided by the
wizard. Have your developers refer to Getting started with Office 365 Connectors for Microsoft Teams, on
the Microsoft Developer Network, which has detailed instructions and connector samples. Other resources
include Connect apps to your groups in Outlook and the Office Dev Center – Microsoft Teams.
Publish apps in the Microsoft Teams Tenant Apps
Catalog
You can use the Microsoft Teams Tenant Apps Catalog to test and distribute line-of-business applications to your
organization.
The Teams Tenant Apps Catalog lets you distribute line-of-business applications that were built specifically for
your organization and that you rely on to complete critical business functions.
To publish apps for your organization, sign in to your Teams client using an account with the global admin or
teams service admin roles and then follow the instructions below.
Publish an app in the Tenant Apps Catalog from the Teams client
NOTE
You need to be signed in to the Microsoft Teams client with an account that has either the global admin or teams service
admin role enabled to publish apps for your organization. Learn more about using administrator roles to manage Teams.
Get a Teams app package

A Teams app package is created by using Teams App Studio. Once you have the app package, you can add it to the
enterprise app catalog. While all users in the tenant can view the app catalog, only global admins and teams
service admins have the ability to publish and manage it.
Go to the Tenant Apps Catalog
Start the Microsoft Teams client and sign in using your global or teams service admin credentials. From the
Microsoft Teams Store, select the new section named for your specific organization (in this example, Contoso).
Users in your organization can view apps in the catalog and install them for teams of which they are a member.
Add an app to the Tenant Apps Catalog

1. From the store, select Upload a custom app > Upload for Contoso.
(You can also choose Upload for me or my teams, which is called sideloading. Sideloading makes the app
available only to your teams or to teams you select.)
2. Navigate to the app package and select it, and then click Open.
When you go back to your Tenant Apps Catalog, the new enterprise app will be there. Remember, only you and
members of your organization have access to this app catalog.
Update an app in the Tenant Apps Catalog
1. From your Tenant Apps Catalog, select “…” on the top right of the app you want to update.
2. Navigate to the updated app package and select it, and then click Open.
The app will be revised to version 2.0. You can also delete the app for your entire company from this menu.
Use the Office 365 admin portal to manage the Tenant Apps Catalog
If you have apps that need bug fixes, you can temporarily disable apps through the Office 365 admin portal. Select
Settings > Services & add-ins > Microsoft Teams. In addition to previous settings, there is now a section
dedicated to your company's apps. You can choose which apps you want to enable or disable.
Disabling an app will block users from interacting with the app, without deleting the app entirely. These controls
give you additional flexibility and control when managing apps in your enterprise.
Configure the Skype Meetings App to work with
Teams
After a user is upgraded to Microsoft Teams, admins can use the Microsoft Teams admin center to specify the
preferred app that users will use to join Skype for Business meetings.
To specify the Skype for Meetings App as the preferred app:
1. Sign in to the Microsoft Teams admin center.
2. In the left pane, under Org-wide settings, select Teams upgrade.
3. On the Teams upgrade page, under App preferences, select Skype Meetings App from the Preferred
app for users to join Skype for Business meetings drop-down list.
Known limitations
Users who use the Skype Meetings App with Teams are subject to the following limitations:
Users have no option to change their video device.
After a user is upgraded to Teams, if the user is in a meeting using the Skype Meetings App and then receives a
call on Teams, the meeting in Skype Meetings App is not placed on hold. Instead, the user is connected to both
calls.
More information
What is Skype Meetings App (Skype for Business Web App)
Skype Meetings App minimum network requirements
Guest access in Microsoft Teams
Guest access is one of the features customers asked for the most. Here’s how you can keep up with our progress
on guest access and tell us your thoughts:
If you’re having trouble with guest access, check out Known issues for Microsoft Teams.
Find out about upcoming new or updated features in the Teams Roadmap.
Tell us what you want in Teams UserVoice.
Share your experience in the Comments section below.
Guest access overview

Guest access allows teams in your organization to collaborate with people outside your organization by granting
them access to existing teams and channels on one or more of your tenants. Anyone with a business or consumer
email account, such as Outlook, Gmail, or others, can participate as a guest in Teams with full access to team chats,
meetings, and files.
Guest access is included with many Office 365 subscriptions with no additional licensing requirement. For more
information about licensing, see Azure Active Directory B2B collaboration licensing guidance.
Guest access is a tenant-level setting in Microsoft Teams and is turned off by default. Guest access is subject to
Azure AD and Office 365 service limits.
NOTE
Users in your organization who have standalone Office 365 subscription plans only, such as Exchange Online Plan 2, cannot
be invited as guests to your organization because Teams considers these users to belong to the same organization. For
these users to use Teams, they must be assigned an Office 365 Business Premium, Office 365 Enterprise, or Office 365
Education subscription.
Who is a guest?
A guest is someone who isn't an employee, student, or member of your organization. They don't have a school or
work account with your organization. For example, guests may include partners, vendors, suppliers, or consultants.
Anyone who is not part of your organization can be added as guest in Teams. This means that anyone with a
business account (that is, an Azure Active Directory account) or consumer email account (with Outlook.com,
Gmail.com or others) can participate as a guest in Teams, with full access to teams and channel experiences. (You
can read about guest restrictions in Authorize guest access in Microsoft Teams.) All guests in Teams are covered
by the same compliance and auditing protection as the rest of Office 365, and can be managed securely within
Azure AD.
Why use guest access?

With guest access, organizations that use Teams can provide external access to teams, documents in channels,
resources, chats, and applications to their partners, while maintaining complete control over their own corporate
data. All guests in Teams are covered by the same compliance and auditing protection as the rest of Office 365,
and guests can be managed securely within Azure AD.
Teams is built on Office 365 Groups and provides a new way to access shared assets for an Office 365 group.
Teams is the best solution for persistent chat among group/team members. Office 365 Groups is a service that
provides cross-application membership for a set of shared team assets, like a SharePoint site or a Power BI
dashboard, so that the team can collaborate effectively and securely.
How does guest access compare to external access (federation)?

External access (federation) and guest access are different:
Guest access gives access permission to an individual. External access gives access permission to an entire
domain.
Guest access, once granted by a team owner, allows a guest to access resources, such as channel
discussions and files, for a specific team, and chat with other users in the team they have been invited to.
With external access (federated chat), the external chat participants have no access to the inviting
organization’s teams or team resources. They can only participate in one-on-one federated chat. Tenant
admins can choose between the two communication options depending on which level of collaboration is
desirable with the external party. Admins can choose either approaches or both, depending on their
organizational needs, but we recommend enabling guest access for a fuller, collaborative Teams experience.
For a detailed comparison, see Manage external access.
More information
Contact support for business products - Admin Help
Guest access in Office 365 Groups
How a guest joins a team
A team owner in Microsoft Teams can add and manage guests in their teams via the web or desktop. Anyone with
a business or consumer email account, such as Outlook, Gmail, or others, can participate as a guest in Teams, with
full access to team chats, meetings, and files. Only people who are outside of your organization, such as partners or
consultants, can be added as guests. People from within your organization can join as regular team members.
NOTE
Before guests can join a team, an admin must enable guest access in Teams. To do that, see Turn on or off guest access for
Microsoft Teams.
Here's how a guest becomes a member of a team:

Step 1 A team owner or an Office 365 admin adds a guest to a team.
Step 2 The Office 365 admin or the team owner manages a guest's capabilities as necessary: for example,
allowing a guest to add or delete channels or disabling access to files.
Step 3 The guest receives a welcome email from the team owner, with information about the team and what
to expect now that they're a member. Guest users who have an email address that belongs to an Azure
Active Directory or Office 365 work or school account can accept the invitation directly. If the guest doesn’t
yet have a Microsoft account associated with their email address, they will be directed to create one for free.
After accepting the invitation, the guest can participate in teams and channels, receive and respond to
channel messages, access files in channels, participate in chats, join meetings, collaborate on documents, and
more.
While using Teams, text and icons give all team members clear indication of guest participation in a team. A guest
user's name includes the label (Guest), and a channel includes an icon to indicate that there are guests on the team.
For more details, see What the guest experience is like.
Guests can leave the team at any time via Teams web and desktop clients. For details, see How do I leave a team?
NOTE
Leaving the team doesn't remove the guest account from the organization/tenant. See Leave an organization as a guest user
for how to remove yourself from the organization. Alternatively, the organization's admin can remove guest users from the
tenant.
Guest access vs. external access (federation)

domain.
Guest access, once granted by a team owner, allows a guest to access resources, such as channel discussions
and files, for a specific team, and chat with other users in the team they have been invited to. With external
access (federated chat), the external chat participants have no access to the inviting organization’s teams or
team resources. They can only participate in one-on-one federated chat. Tenant admins can choose between
the two communication options depending on which level of collaboration is desirable with the external
party. Admins can choose either approaches or both, depending on their organizational needs, but we
recommend enabling guest access for a fuller, collaborative Teams experience.
What the guest experience is like
When a guest is invited to join a team, they receive a welcome email message that includes some information
about the team and what to expect now that they're a member. The guest must redeem the invitation in the email
message before they can access the team and its channels.
All team members see a message in the channel thread announcing that the team owner has added a guest and
providing the guest's name. Everyone on the team can identify easily who is a guest. As shown in the following
screenshot of a sample team, a banner indicates "This team has guests" and a "(Guest)" label appears next to
each guest's name.
Comparison of team member and guest capabilities

The following table compares the Microsoft Teams functionality available for an organization's team members to
the functionality available for a guest user on the team.
CAPABILITY IN TEAMS TEAMS USER IN THE ORGANIZATION GUEST USER
Create a channel
Team owners control this setting.
Participate in a private chat
Participate in a channel conversation
Post, delete, and edit messages
Share a channel file
Share a chat file
Add apps (tabs, bots, or connectors)
Create meetings or access schedules
Access OneDrive for Business storage
Create tenant-wide and

teams/channels guest access policies
Invite a user outside the Office 365

tenant's domain
Team owners control this setting.
Create a team
Discover and join a public team
View organization chart
The following table shows the calling and meeting features available to guests.
CALLING FEATURE GUEST E1 AND E3 USER E5 AND EV USER
VOIP calling Yes Yes Yes
Group calling Yes Yes Yes
Core call controls supported Yes Yes Yes

(hold, mute, video on/off,
screen sharing)
Transfer target Yes Yes Yes
Can transfer a call Yes Yes Yes
Can consultative transfer Yes Yes Yes

CALLING FEATURE GUEST E1 AND E3 USER E5 AND EV USER
Can add other users to a Yes Yes Yes

call via VOIP
Can add users by phone No No Yes

number to a call
Forward target No Yes Yes
Call group target No Yes Yes
Unanswered target No Yes Yes
Can be the target of a No Yes Yes

federated call
Can make a federated call No Yes Yes
Can immediately forward No No Yes

their calls
Can simultaneously ring No No Yes

their calls
Can route their unanswered No No Yes

calls
Missed calls can go to No No1 Yes

voicemail
Have a phone number that No No Yes

can receive calls
Can dial phone numbers No No Yes
Can access call settings No No Yes
Can change voicemail No No1 Yes

greeting
Can change ringtones No No Yes
Supports TTY No No Yes
Can have delegates No No Yes
Can be a delegate No No Yes
1 This feature will be available soon.
NOTE
Office 365 admins control the features available to guests.
domain.
organizational needs, but we recommend enabling guest access for a fuller, collaborative Teams
experience.
Frequently asked questions

Q. How do I leave an organization that I've been invited to?
A. If you've been invited to an organization that you don't want to be a guest of, you can choose to leave the
organization. For more information, go to Leave an organization as a guest user. Alternatively, you can ask the
admin of the organization to remove you from their tenant. Note that in either case you'll need to be re-invited
to the tenant if you want to access the organization in the future.
Q. Do guests have the same capabilities as team members?
A. No. For more information about what a guest can and cannot do, go to Comparison of team member and
guest capabilities in this article.
Q. How many guests can I invite?
A. You can add up to 5 guests per licensed user.
Q. Do guests have access to OneDrive for Business?
A. No.
Q. Do guests have access to SharePoint files?
A. Yes.
Q. Can guests search within files?
A. No.
Q. Can guests attach files?
A. Yes, a guest can attach files in these two ways:
Select Files in the left pane, and then browse to the file location.
Upload files from their computer.
Q. Can a guest download a file in a private chat?
A. Yes, they can receive a file from a member in a private chat, and then download it to their desktop.
Authorize guest access in Microsoft Teams
To satisfy your organization’s requirements, you can manage Microsoft Teams guest access features and capabilities
through four different levels of authorization. All the authorization levels apply to your Office 365 tenant. Each
authorization level controls the guest experience as shown below:
Azure Active Directory: Guest access in Microsoft Teams relies on the Azure AD business-to-business (B2B )
platform. This authorization level controls the guest experience at the directory, tenant, and application level.
Microsoft Teams: Controls the guest experience in Microsoft Teams only.
Office 365 Groups: Controls the guest experience in Office 365 Groups and Microsoft Teams.
SharePoint Online and OneDrive for Business: Controls the guest experience in SharePoint Online,
OneDrive for Business, Office 365 Groups, and Microsoft Teams.
These different authorization levels provide you with flexibility in how you set up guest access for your
organization. For example, if you don’t want to allow guest users in your Microsoft Teams but want to allow it
overall in your organization, just turn off guest access in Microsoft Teams. Another example: You could enable guest
access at the Azure AD, Teams, and Groups levels, but then disable the addition of guest users on selected teams
that match one or more criteria such as data classification equals confidential. SharePoint Online and OneDrive for
Business have their own guest access settings that don't rely on Office 365 Groups.
NOTE
Guests are subject to Office 365 and Azure Active Directory service limits.
The following diagram shows how guest access authorization dependency is granted and integrated between Azure
Active Directory, Microsoft Teams, and Office 365.
The next diagram shows, at a high level, how the user experience works with the permission model through a
typical guest access invitation and redemption flow.
It’s important to note here that apps, bots, and connectors might require their own set of permissions and/or
consent specific to the user account. These might need to be granted separately. Similarly, SharePoint might
impose extra external sharing boundaries for a specific user, groups of users, or even at the site level.
The previous two diagrams are also available in Visio.
Control guest access in Azure Active Directory

Use Azure AD to determine whether external collaborators can be invited into your tenant as guests, and in what
ways. For more information about Azure B2B guest access, see What is guest user access in Azure Active Directory
B2B. For information about Azure AD roles, see Grant permissions to users from partner organizations in your
Azure Active Directory tenant.
The settings for invitations apply at the tenant level and control the guest experience at the directory, tenant, and
application level. To configure these settings in the Azure portal, go to Azure Active Directory > Users > User
settings, and under External users, select Manage external collaboration settings.
Azure AD includes the following settings to configure external users:
Guest user permissions are limited: Yes means that guests don't have permission for certain directory
tasks, such as enumerate users, groups, or other directory resources. In addition, guests can't be assigned to
administrative roles in your directory. No means that guests have the same access to directory data that
regular users have in your directory.
Admins and users in the guest inviter role can invite: Yes means that admins and users in the guest
inviter role will be able to invite guests to the tenant. No means admins and users can't invite guests to the
tenant.
Members can invite: Yes means that non-admin members of your directory can invite guests to
collaborate on resources secured by your Azure AD, such as SharePoint sites or Azure resources. No means
that only admins can invite guests to your directory.
NOTE
Currently, Teams doesn't support the guest inviter role. At a minimum the Members can invite toggle must be set
to Yes for guest access to work in Teams.
Guests can invite: Yes means that guests in your directory can invite other guests to collaborate on
resources secured by your Azure AD, such as SharePoint sites or Azure resources. No means that guests
can't invite other guests to collaborate with your organization.
For more information about controlling who can invite guests, see Delegate invitations for Azure Active Directory
B2B collaboration.
NOTE
You can also manage which domains can be invited into your tenant as guests. See Allow/Block guest access to Office 365
Groups.
Adding the user guest account manually to Azure AD B2B is not required, as the account will be added to the
directory automatically when you add the guest to Teams.
Azure AD licensing allows you to add up to 5 guests per license. For more information about Azure AD licensing,
see Azure Active Directory B2B collaboration licensing guidance.
Control guest access in Teams

In Teams, you can control whether the guest experience is enabled or disabled for your organization. The setting is
disabled by default and applies at the tenant level for Teams only.
You can manage Teams guest access settings from the Microsoft Teams admin center. For more information, see
Turn on or off guest access to Microsoft Teams.
Control guest access in Office 365 Groups

From Office 365 Groups, you can control adding guest users and guest access to all Office 365 Groups and
Microsoft Teams in your organization.
1. Sign in with your Office 365 global admin account at https://portal.office.com/adminportal/home.
2. In the navigation menu, choose Settings and then select Services & add-ins.
3. Select Office 365 Groups.
4. On the Office 365 Groups page, set the toggle to On or Off, depending on whether you want to let team
and group owners outside your organization access Office 365 Groups. Click or tap the toggle to On next to
Let group owners add people outside the organization to groups. If you turn this toggle to On, you'll
see another option to control whether you want to let group and team owners add people outside your
organization to Office 365 Groups and Microsoft Teams. Set this toggle to On if you want to let group and
team owners add guest users.
These settings apply at the tenant level and control the guest experience in Office 365 Groups and Microsoft Teams.
See Guest access in Office 365 Groups for more information about guest access in groups, including how guest
access works, how to manage guest access, and answers to frequently asked questions.
Control guest access to SharePoint Online and OneDrive for Business

Teams relies on SharePoint Online and OneDrive for Business to store files and documents for channels and chat
conversations.
To enable the full Teams guest access experience, Office 365 admins need to select On for the following settings:
In SharePoint Online: Existing guests, New and existing guests, or Anyone
For more information, see Turn external sharing on or off.
In Office 365 Groups: Let group owners add people outside the organization to groups
For more information, see Control guest access in Office 365 Groups, above.
These settings apply at the tenant level and control the guest experience at SharePoint Online, OneDrive for
Business, Office 365 Groups, and Teams.
You can manage SharePoint Online external user settings for the Teams connected team site. For more details, see
Manage your SharePoint team site settings.

domain.
Related topics
Microsoft 365 guest sharing settings reference
Turn on or turn off guest access to Microsoft Teams
As the Office 365 admin, you must enable the guest feature before you or your organization's users (specifically,
team owners) can add guests.
The guest settings are set in Azure Active Directory. It takes 2 hours to 24 hours for the changes to be effective
across your Office 365 organization. If a user sees the message "Contact your administrator" when they try to
add a guest to their team, it's likely that either the guest feature hasn't been enabled or the settings aren't effective
yet.
IMPORTANT
To enable the full experience of the guest access feature, it's important to understand the core authorization dependency
between Microsoft Teams, Azure Active Directory, and Office 365. For more information, see Authorize guest access in
Microsoft Teams.

domain.
organizational needs, but we recommend enabling guest access for a fuller, collaborative Teams experience.
Configure guest access in the Microsoft Teams admin center

2. Select Org-wide settings > Guest access.
3. Set the Allow guest access in Microsoft Teams toggle switch to On.
4. Set the toggles under Calling, Meeting, and Messaging to On or Off, depending on the capabilities you
want to allow for guest users.
Make private calls – Turn this setting On to allow guests to make peer-to-peer calls.
Allow IP video - Turn this setting On to allow guests to use video in their calls and meetings.
Screen sharing mode – This setting controls the availability of screen sharing for guest users.
Turn this setting to Disabled to remove the ability for guests to share their screens in Teams.
Turn this setting to Single application to allow sharing of individual applications.
Turn this setting to Entire screen to allow complete screen sharing.
Allow Meet Now – Turn this setting On to allow guests to use the Meet Now feature in Microsoft
Teams.
Edit sent messages - Turn this setting On to allow guests to edit messages they previously sent.
Guests can delete sent messages – Turn this setting On to allow guests to delete messages they
previously sent.
Chat – Turn this setting On to give guests the ability to use chat in Teams.
Use Giphys in conversations – Turn this setting On to allow guests to use Giphys in conversations.
Giphy is an online database and search engine that allows users to search for and share animated GIF
files. Each Giphy is assigned a content rating.
Giphy content rating – Select a rating from the drop-down list:
Allow all content - Guests will be able to insert all Giphys in chats, regardless of the content
rating.
Moderate - Guests will be able to insert Giphys in chats, but will be moderately restricted from
adult content.
Strict – Guests will be able to insert Giphys in chats, but will be restricted from inserting adult
content.
Use memes in conversations - Turn this setting On to allow guests to use Memes in conversations.
Use Stickers in conversations – Turn this setting On to allow guests to use stickers in conversations.
5. Click Save.
Use PowerShell to turn guest access on or off

1. Download the Skype for Business Online PowerShell module from https://www.microsoft.com/en-
us/download/details.aspx?id=39366
2. Connect a PowerShell session to the Skype for Business Online endpoint.
Import-Module SkypeOnlineConnector
$Cred = Get-Credential
$CSSession = New-CsOnlineSession -Credential $Cred
Import-PSSession -Session $CSSession
3. Check your configuration and if AllowGuestUser is $False , use the Set-CsTeamsClientConfiguration

cmdlet to set it to $True .
Get-CsTeamsClientConfiguration
Identity : Global
AllowEmailIntoChannel : True
RestrictedSenderList :
AllowDropBox : True
AllowBox : True
AllowGoogleDrive : True
AllowShareFile : True
AllowOrganizationTab : True
AllowSkypeBusinessInterop : True
ContentPin : RequiredOutsideScheduleMeeting
AllowResourceAccountSendMessage : True
ResourceAccountContentAccess : NoAccess
AllowGuestUser : True
AllowScopedPeopleSearchandAccess : False
Set-CsTeamsClientConfiguration -AllowGuestUser $True -Identity Global
You can now have guest users in Teams for your organization.
More information
Watch the following video for more details about guest access.
Adding Guests in Microsoft Teams https://www.youtube.com/embed/1daMBDyBLZc

Manage guest access in Microsoft Teams
Guest is a user/license type in Microsoft Teams that is included with all Office 365 Business Premium, Office 365
Enterprise, and Office 365 Education subscriptions. No additional Office 365 license is necessary. Teams guest
access is a tenant-level setting and is turned off by default. For details about how to enable guest access, see Turn
on or off guest access to Microsoft Teams.
After the Guest user/license type is turned on, you can configure settings for guests via the controls described in
Manage Microsoft Teams settings for your organization and Manage Teams during the transition to the new
Microsoft Teams admin center.
IT admins can add guests at the tenant level, set and manage guest user policies and permissions, and pull reports
on guest user activity. These controls are available through the Microsoft Teams admin center. Guest user content
and activities are under the same compliance and auditing protection as the rest of Office 365.
Team owners can invite new guests and add existing directory guest users to their teams. Team owners can identify
guest users via Teams > Manage teams, and set channel-related capabilities for guests via Org-wide settings >
Guest access, including allowing guests to create, update, and delete channels, as shown in the following
illustration.
You can use the Azure Active Directory (Azure AD ) portal to manage guests and their access to Office 365 and
Teams resources. Teams guest access makes use of Azure AD business-to-business (B2B ) collaboration capabilities
as the underlying infrastructure to store security principles information such as identity properties, memberships,
and multi-factor authentication settings. To learn more about Azure AD B2B, see What is Azure AD B2B
collaboration? and Azure Active Directory B2B collaboration FAQs.
NOTE
Microsoft Teams always honors Azure AD external settings to allow or prevent guest user additions to the tenant. For more
details, see Authorize guest access in Microsoft Teams.

domain.
Review guest access periodically

In Teams, you can add 5 guests for each licensed user. Because of this limitation, or because you want to keep your
tenant up to date, you should review guest access periodically to identify users who have access that they don't
need anymore. You can use Azure AD to create an access review for group members or users assigned to an
application. Creating recurring access reviews can save you time. If you need to routinely review users who have
access to an application or are members of a group, you can define the frequency of those reviews.
You can perform a guest access review yourself, ask guests to review their own membership, or ask an application
owner or business decision maker to perform the access review. You use the Azure portal to perform guest access
reviews. For more information, see Manage guest access with Azure AD access reviews.
Prerequisites
Access reviews are available with the Premium P2 edition of Azure AD, which is included in Microsoft Enterprise
Mobility + Security, E5. For more information, see Azure Active Directory editions. Each user who interacts with
this feature by creating a review, filling out a review, or confirming their access, must have a license.
Teams doesn't restrict the number of guests you can add. However, the total number of guests that can be added to
your tenant is based on what your AAD licensing allows. For more information, see Azure AD B2B collaboration
licensing.
Guest access latencies

The guest settings are set in Azure AD. It takes 2 hours to 24 hours for the changes to be effective across your
Office 365 organization. If a user sees the message "Contact your administrator" when they try to add a guest to
their team, it's likely that either the guest feature hasn't been enabled or the settings aren't effective yet.
More information
For information about using PowerShell to manage guest access, see Use PowerShell to control guest access to a
team.
Add a guest to a team
IMPORTANT
Anyone with a business or consumer email account, such as Outlook, Gmail, or others, can participate as a guest in
Teams.
As an admin, you can add a new guest user to the organization in a couple of ways:
Global admins who are owners of a team and owners of a team can add a guest to a team through either the
Microsoft Teams desktop or the web clients. For more details, check out Add guests to a team
NOTE
This does not apply when Admins and users in the guest inviter role can invite is enabled. This is because the guest
invitor role isn't supported in Teams.
Add guests to your organization through Azure Active Directory (Azure AD ) B2B collaboration. Azure AD B2B
collaboration allows a global admin to invite and authorize a set of external users by uploading a comma-
separated values (CSV ) file of no more than 2,000 lines to the B2B collaboration portal. For more details, check
out Azure Active Directory B2B collaboration.
With Azure AD B2B collaboration, organizations can enforce conditional access and multi-factor authentication
(MFA) policies for B2B users. These policies can be enforced at the tenant, app, or individual user level, the same
way that they are enabled for full-time employees and members of the organization. Such policies are enforced at
the resource organization. For more information, see Conditional access for B2B collaboration users. Individual
guest users can't be blocked.
Guest users you have already added via Azure AD B2B, Office 365 Groups, or SharePoint Online are ready to go.
The Office 365 admin or a team owner can add those guests to their respective teams. If a team is already with an
Office 365 group, and a guest is added to the group, the guest will get access to the team. Adding a guest via the
Office 365 group doesn't generate an invitation email to the guest, so someone on the team should notify the
guest.
NOTE
Guests are subject to Office 365 and Azure Active Directory service limits.
You can track guest additions in Azure AD or the Office 365 Security & Compliance Center. Adding a guest in
Microsoft Teams is audited and logged as an Azure AD group administration activity "Added member to group".
For more details, see Auditing and reporting a B2B collaboration user and Search the audit log in the Office 365
Security & Compliance Center.
domain.
More information
Authorize guest access in Microsoft Teams
Turn on or off guest access in Microsoft Teams
View guest users in a team
Anyone in a team can see all members of a team, including guests, via Manage team in Microsoft Teams. Refer to
See who's on a team or in a channel for more details.
To identify guest users:
1. Sign in to the Microsoft 365 admin center.
2. Select Admin centers > Teams.
3. In the Microsoft Teams admin center, select Users. You will see guest appended to the display name of any
guest users.
You can also identify guest users from within a team that you own.

domain.
Edit guest user information
To edit guest accounts (such as display name or profile photo), go to your Azure Active Directory portal. For more
information, see Understanding Office 365 identity and Azure Active Directory.
Currently, you can't edit guest information from the Microsoft Teams admin center, the Microsoft 365 admin center,
or the Exchange admin center.

domain.
In addition to using the Microsoft 365 admin center and the Azure Active Directory (Azure AD ) portal, you can use
Windows PowerShell to control guest access. With PowerShell, you can do the following:
Allow or block guest access to all teams and Office 365 Groups
Allow guests to be added to all teams and Office 365 Groups
Allow or block guest users from a specific team or Office 365 group
For details, see "Use PowerShell to control guest access" in Manage guest access in Office 365 Groups.
You can also use PowerShell to allow or block a guest user based on their domain. For example, let's say your
business (Contoso) has a partnership with another business (Fabrikam). You can add Fabrikam to your Allow list so
your users can add those guests to their groups. For more information, see Allow/Block guest access to Office 365
Groups.
If you want to block guests in Teams and still want to allow them to access SharePoint sites, you can use Azure AD
Powershell cmdlets to disable the AllowGuestsToAccessGroups parameter on the Company object, assuming
external sharing is turned on for SharePoint sites.
Guest access vs. external access

domain.
Teams guest access checklist
Use this checklist to help you enable and configure the guest access feature in Microsoft Teams according to the
preferences of your organization.
NOTE
For collaboration restrictions see Enable B2B external collaboration and manage who can invite guests.
Understand the limitations for guests

The guest experience has limitations by design. Make sure you understand the guest experience so you don't try to
fix something that isn't a problem. For example, here's a list of some of the functionality that isn't available to a
guest in Microsoft Teams:
OneDrive for Business
People search outside of Teams
Calendar, Scheduled Meetings, or Meeting Details
PSTN
Organization chart
Create or revise a team
Browse for a team
Upload files to a person-to-person chat
Guests can still search and find users (outside their team) if they know the user's full email ID. To prevent this, IT
admins can use patterns like scoped directory search that have the ability to restrict Guests into their own
virtual GAL.
For more details, see What the guest experience is like and Guest access in Office 365 Groups.
domain.
NOTE
Currently, Microsoft Teams does not support the guest inviter role. At a minimum the "members can invite" toggle must be
set to "Yes" for guest access to work in Microsoft Teams. If you set "members can invite" to "No" and then enable guest
access in Office 365 Groups and Microsoft Teams, admins can control guest invitations to your directory. After guests are in
the directory, they can be added to teams by non-admin members who are team owners.
If your guests are seeing license errors

Guest access in Microsoft Teams uses Azure Active Directory (Azure AD ) Business to Business (B2B ) and its
licensing model. If you’re seeing licensing errors, make sure to read the B2B licensing guidance to understand the
licensing requirements your organization has so that your users are able to invite guests to your organization.
A few things to remember:
Guests are users outside your organization. Your employees, onsite contractors, onsite agents, and so on can't
be added as guests. The same applies to your affiliates.
Guest licenses are counted against the inviting organization. Consider this when you calculate the number of
licenses you need.
Licenses are counted against your organization whether the invited guests come from another Office 365
tenant or are using their personal email addresses.
□ Step 1: Configure settings in Azure AD business-to-business

1. Sign in to the Azure portal as a tenant administrator.
2. Select Azure Active Directory > Users > User settings.
3. Under External users, select Manage external collaboration settings.
NOTE
The External collaboration settings are also available from the Organizational relationships page. In Azure Active
Directory, under Manage, go to Organizational relationships > Settings.
4. On the External collaboration settings page, choose the policies you want to enable.
Guest users permissions are limited: This policy determines permissions for guests in your directory.
Select Yes to block guests from certain directory tasks, like enumerating users, groups, or other directory
resources. Select No to give guests the same access to directory data as regular users in your directory.
Admins and users in the guest inviter role can invite: To allow admins and users in the "Guest Inviter"
role to invite guests, set this policy to Yes.
Members can invite: To allow non-admin members of your directory to invite guests, set this policy to Yes.
NOTE
If you set Members can invite to No and then enable guest access in Office 365 Groups and Microsoft Teams,
admins can control guest invitations to your directory. After guests are in the directory, they can be added to teams
by non-admin members who are team owners. For more information, see Authorize guest access in Microsoft Teams.
Guests can invite: To allow guests to invite other guests, set this policy to Yes.
Enable email one-time passcode for guests (Preview): For more information about the one-time
passcode feature, see Email one-time passcode authentication (preview ).
Collaboration restrictions: For more information about allowing or blocking invitations to specific
domains, see Allow or block invitations to B2B users from specific organizations.
□ Step 2: Configure Office 365 Groups

1. In the Microsoft 365 admin center, go to Settings > Services & Add-ins > Office 365 Groups.
2. Make sure Let group members outside the organization access group content is set to On. If this
setting is turned off, guests won't be able to access any group content.
3. Make sure Let group owners add people outside the organization to groups is set to On. If this setting
is turned off, Team owners won't be able to add new guests. At a minimum, this setting must be On to
support guest access.
For detailed instructions about configuring these settings, see Manage guest access in Office 365 Groups and
Control guest access in Office 365 Groups.
□ Step 3: Enable guest access at the tenant level

At a minimum, you must turn on guest access for Microsoft Teams under the Microsoft Teams admin center.
1. In the Teams admin center, select Org-Wide settings > Guest access.
2. Set the Allow guest access in Microsoft Teams switch to On.
3. On this same page, configure any other guest settings that you require.
4. Click Save.
For detailed instructions, see Turn on or turn off guest access to Microsoft Teams.
□ Step 4: Configure sharing in Office 365

Make sure that users can add guests. Here's how:
1. In the Microsoft 365 admin center, go to Settings > Security & privacy.
2. In Sharing, select Edit.
3. Set Let users add new guests to this organization to On, and then click Save.
NOTE
This setting is equivalent to the Members can invite setting in User settings > External users in Azure AD.
□ Step 5: Verify sharing setting in SharePoint

2. Click Admin center, and then select SharePoint.
3. In the SharePoint admin center, select Sharing.
4. Make sure the option for Don’t allow sharing outside your organization is not selected.
□ Step 6: Enable specific settings for channels
In the Teams application, at the individual team level, configure guest permissions so that guests can create, update,
and delete channels. In addition to admins, team owners can configure this setting.
For more information, including how -to videos, see Guest access in Microsoft Teams.
Troubleshooting
If you have problems with adding guests in Microsoft Teams, see the Guest Access Troubleshooting Guide.
Manage external access in Microsoft Teams
With Microsoft Teams external access, Teams users from other domains can participate in your chats and calls. You
can also allow othe external users who are still using Skype for Business Online, Skype for Business on-prem or
even Skype to participate.
Use the steps in this article when:
You have users in different domains in your business: for example, Rob@contoso.com and
Ann@northwindtraders.com.
You want the people in your organization to use Teams to contact people in specific businesses outside of
your organization.
You want anyone else in the world who uses Teams to be able to find and contact you, using your email
address. If you and another user both enable external access and allow each other's domains, this will work.
If it doesn't work, the other user should make sure his or her configuration isn't blocking your domain.
External access allows external users to find, call, and send you instant messages, as well as set up meetings with
you. However, if you want external users to have access to teams and channels, guest access might be a better way
to go. For more information about the differences between external access and guest access, see External access vs.
guest access), below. To turn on guest access, see turn on guest access so that users can communicate.
IMPORTANT
Currently, to federate within the Microsoft Teams app to an external user outside of your organization who's not currently a
guest of your Azure Active Directory (Azure AD) or tenant, you must be correctly set up for hybrid and moved to Skype for
Business Online. As of 2/25/2019, Teams doesn't support native federation without the user of the SIP profile being homed in
Skype for Business Online. For more on setting up your account for hybrid and then moving to Teams, see Upgrade Skype for
Business hybrid deployment to Teams.
External access vs. guest access

domain.
See the following table for a comparison of external and guest access features.
FEATURE EX TERNAL ACCESS USERS GUEST ACCESS USERS
User can chat with someone in another Yes Yes

company
User can call someone in another Yes Yes

company
User can see if someone from another Yes Yes1

company is available for call or chat
User can search for users across Yes2 No

external tenants
User can share files No Yes
User can access Teams resources No Yes
User can be added to a group chat No Yes
User can be added to a meeting Yes Yes
Additional users can be added to a chat No3 N/A

with an external user
User is identified as an external party Yes Yes
Presence is displayed Yes Yes
Out of office message is shown No Yes
Individual user can be blocked No Yes
@mentions are supported No Yes
Make private calls Yes Yes
Allow IP video Yes Yes
Screen sharing mode No Yes
Allow meet now No Yes
Edit sent messages No Yes
Can delete sent messages No Yes
Use Giphy in conversation No Yes
Use memes in conversation No Yes
Use stickers in conversation No Yes
1
1 Provided that the user has been added as a guest and is signed in as a guest to the guest tenant.
2 Only by email or Session Initiation Protocol (SIP ) address.
3 External (federated) chat is 1:1 only.
For more information on guest features and the guest experience, see Turn on or off guest access to Microsoft
Teams and What the guest experience is like.
For more information about the free version of Teams and how it works with features found in External Access, see
Differences between Microsoft Teams and Microsoft Teams free.
Quick steps for scenarios

YOU WANT TO.... QUICK STEPS
You want to let Teams users in your organization In External Access, add the external domain to the Allowed list
communicate with Teams users in another (external) or use open federation.
organization. Then have the administrator in the other Teams
organization do the same thing.
You want to let Teams users in your organization Enable Coexistence mode or choose the Islands upgrade mode
communicate with Skype for Business Online users in the to support Skype for Business users in your organization.
same organization.
You want to let Teams users in your organization In External Access, add the external domain to the Allowed list
communicate with Skype for Business Online users in or use open federation.
another (external) organization. Turn on Users can communicate with Skype for
Business and Teams users setting in External Access.
Then have the administrator in the other Teams
NOTE: The external domain with Skype for Business users
must enable Coexistence mode or choose the Islands
upgrade mode to support Skype for Business users in that
organization.
You want to let Teams users in your organization Not a supported scenario at this time.
communicate with Skype users from inside or outside your IMPORTANT: Your Teams users won't be able to
organization. communicate with Skype users, but your Skype for
Business users in your organization can communicate with
Skype users inside or outside your organization if these
two requirements are met:
1) Turn on Users can communicate with Skype for
Business and Teams users and Skype for Business
users can communicate with Skype users settings in
External Access.
2) Your organization is running in Coexistence mode.
You want to let your Teams users communicate with Skype In External Access, add the external domain to the Allowed list
for Business Online users from an on-premises organization or use open federation. .
and with Skype users. Turn on Users can communicate with Skype for
Turn on Skype for Business users can communicate
with Skype users setting in External Access.
Then have the administrator in the on-premises
IMPORTANT In this scenario, your Teams users won't be
able to communicate with Skype users, but Skype for
Business users in your organization can communicate with
Skype users inside or outside your organization if you turn
on Users can communicate with Skype for Business
and Teams users and Skype for Business users can
communicate with Skype users settings in External
Access.
You want to let your Skype for Business Online users Enable Coexistence mode or choose the Islands upgrade mode
communicate with Teams users in another Office 365 to support Skype for Business users in your organization.
organization. In External Access, add the external domain to the Allowed
list or use open federation.
Turn on Users can communicate with Skype for
organization do the same things.
communicate with the Skype for Business Online users from to support Skype for Business users in your organization.
another Office 365 organization. In External Access, add the external domain to the Allowed
organization do all of the same things.
communicate with the Skype for Business Online users from to support Skype for Business users in your organization.
an on-premises organization. In External Access, add the external domain to the Allowed
communicate with Skype users (inside or outside your to support Skype for Business users in your organization.
organization). Turn on the Skype for Business users can communicate
communicate with Skype for Business Online users in to support Skype for Business users in your organization.
another organization and Skype users from inside or outside In External Access, add the external domain to the Allowed
your organization. list or use open federation.
Business and Teams users and the Skype for Business
users can communicate with Skype users setting in
External Access.
NOTE: The administrator from the other external domain
doesn't have to turn on Skype for Business users can
communicate with Skype users setting in External
Access.
IMPORTANT
You don't have to add any "Skype domains" as allowed domains to enable Teams or Skype for Business Online users to
communicate with Skype users inside or outside your organization. All Skype domains are whitelisted which means all of
these domains are considered ALLOWED.
Let your Teams users chat and communicate with users in another
organization
External access lets your Teams and Skype for Business users communicate with other users who are outside of
your organization. By default, your organization can communicate with all external domains. If you add blocked
domains, all other domains will be allowed but if you add allowed domains, all other domains will be blocked. You
can easily set up external access for your organization. There are three scenarios for setting it up:
Scenario 1 - You can use OPEN FEDERATION. This is the default setting and it lets people in your
organization find, call, and send IM/Chats, as well as set up meetings with people external to your
organization.
When you use this set up, your users can communicate with ALL external domains that are running Teams
or Skype for Business AND are using Open Federation or have added your domain to the allow list.
Scenario 2 - You can add a domain or domains to the ALLOW list. To do this, click Add a domain, add the
domain name, click Action to take on this domain, and then select Allowed. It's important to know that if
you do this it will BLOCK all other domains.
Scenario 3 - You can add a domain or domains to the BLOCK list. To do this, click Add a domain, add the
domain name, click Action to take on this domain, and then select Blocked. It's important to know that if
you do this it will ALLOW all other domains.
Follow these steps to allow or block domains.
Step 1 - Enable your organization to communicate with another Teams organization
Using the Microsoft Teams admin center
1. In the left navigation, go to Org-wide settings > External access.
2. Toggle the Users can communicate with Skype for Business and Teams users switch to On.
.
3. If you want to allow all Teams organizations to communicate with users in your organization, skip to step 5.
4. If you want to limit the organizations that can communicate with users in your organization, you can either
allow all except some domains, or you can allow only specific domains.
To allow all except some domains, add the domains you want to block by clicking Add domain. In the
Add a domain pane, type the domain name, click Blocked, and then clik Done.
To limit communications to specific organizations, add those domains to the list with a status of Allowed.
Once you have added any domain to the Allow list, communications with other organizations will be
limited to only those organizations whose domains are in the Allow list.
5. Click Save.
6. Make sure the admin in the other Teams organization completes these same steps. For example, in their
allowed domains list, their admin needs to enter the domain for your business if they limit the
organizations that can communicate with their users.
Step 2 - Test it
To test your setup, you need a Teams user who's not behind your firewall.
1. After you and the admin from the organization have changed the External access settings, you should be
good to go.
2. In the Teams app, search for the person by email address, and send a request to chat.
3. Ask your Teams contact to send you a request to chat. If you don't receive their request, the problem is your
firewall settings (assuming they've already confirmed their firewall settings are correct).
4. Another way to test whether the problem is your firewall is to go to a wifi location not behind your firewall.
such as a coffee shop, and use Teams to send a request to your contact to chat. If the message goes through
at the wifi location, but does not when you're at work, then you know the problem is your firewall.
Communicate with users in a Skype for Business Online organization

If you are setting up external access to let your Teams users find and contact users who are in a Skype for Business
organization that limits who can contact their users, follow the steps to set up external access from your domain to
the other organization's domain. Then ask the admin in the other organization to follow the steps below to
configure external access for Skype for Business Online.
Using the Skype for Business admin center

Have the admin in that organization do these steps:
1. In the Microsoft 365 admin center, go to Admin Centers > Teams & Skype > Legacy portal.
2. In the Skype for Business admin center, choose Organization > External communications.
3. To set up communication with a specific business or with users in another domain, in the drop-down box,
choose On only for allowed domains.
OR, if they want to enable communication with everyone else in the world who has open Skype for Business
policies, choose On except for blocked domains. This is the default setting.
4. Under Blocked or allowed domains, choose +, and then add the name of the domain you want to allow.
Related topics
For information about guest access in Microsoft Teams, see Manage guest access in Microsoft Teams.
Use Microsoft Teams administrator roles to manage
Teams
Using Azure Active Directory (Azure AD ), you can designate administrators who need different levels of access
for managing Microsoft Teams. Administrators can manage the entire Teams workload, or they can have
delegated permissions for troubleshooting call quality problems or managing your organization's telephony
needs.
Teams roles and capabilities

There are four Teams admin roles available: Teams service administrator, Teams communications administrator,
Teams communications support specialist, and Teams communications support engineer. Review the following
table to understand what each role can do and which tools the admin can use in the Microsoft Teams admin
center and PowerShell.
ROLE CAN DO THESE TASKS CAN ACCESS THE FOLLOWING TOOLS

Teams Service Administrator Manage the Teams service, and Everything in the Microsoft Teams
manage and create Office 365 Groups admin center and associated
PowerShell controls, including:
Manage meetings, including
meeting policies, configurations,
and conference bridges.1,3
Manage voice, including calling
policies and phone number
inventory and assignment.1
Manage messaging, including
messaging policies.1,3
Manage all org-wide settings,
including federation, teams
upgrade, and teams client
setting.s1,3
Manage the teams in the
organization and their
associated settings, including
membership (group
management supported via
PowerShell, team management
in the Teams admin center).23
View user profile page and
troubleshoot user call quality
problems using advanced
troubleshooting toolset.3
Access, monitor and
troubleshoot tenant's call
quality and reliability using data
exposed in Call Quality
Dashboard (CQD) down to the
users impacted by poor call
quality. Create new reports,
update and remove reports as
needed. Upload and update
CQD building data.
Publish apps to the Tenant App
Catalog from the Teams client
Teams Communications Administrator Manage calling and meetings features Manage meetings, including meeting
within the Teams service. policies, configurations, and conference
bridges.1,3
Manage voice, including calling policies

and phone number inventory and
assignment.1
View user profile page and

troubleshoot user call quality problems
using advanced troubleshooting
toolset.3
Access, monitor, and troubleshoot

tenant's call quality and reliability using
data exposed in Call Quality Dashboard
(CQD) down to the users who are
impacted by poor call quality. Create
new reports, update and remove
reports as needed. Upload and update
CQD building data.
Teams Communications Support Troubleshoot communications issues View user profile page and
Engineer within Teams by using advanced tools. troubleshoot user call quality problems
using advanced troubleshooting
toolset.3

(CQD) down to the users who are
impacted by poor call quality.
Teams Communications Support Troubleshoot communications issues Access user profile page for
Specialist within Teams by using basic tools. troubleshooting calls in Call Analytics.
Can only view user information for the
specific user being searched for.3

(CQD).
1 PowerShell - Skype for Business module

2 PowerShell - Microsoft Teams module
3 Microsoft Teams admin center
For more information about the admin tools available for managing Microsoft Teams, see Managing Microsoft
Teams.
For more information about limits, specifications, and other requirements that apply to Teams, see Limits and
specifications for Microsoft Teams.
Assign users to each role

You can assign users to these roles in Azure AD. To learn how to assign administrative roles to a user in Azure
AD, see Assign a user to administrator roles in Azure Active Directory.
Cmdlets available for each role
Most of the PowerShell tools for these admin roles live in the Skype for Business PowerShell module, and it's
important to note that some of the cmdlets that these admin roles have access to control shared settings that are
also used for Skype for Business Online. The Skype for Business admin role also has access to all the cmdlets in
the Skype for Business PowerShell module.
To view the full list of cmdlets currently available to a given role in the Skype for Business PowerShell module,
follow these steps:
1. Assign that role to a user (and make sure that the user has no other roles).
2. Connect to the Skype for Business PowerShell module:
a. $session = new -csonlinesession
b. Import-pssession $session
c. Use Get-Module to identify the name of the imported session (it will be a randomly generated name).
3. Use Get-Command -Module <name from above> to identify all available cmdlets
Related topics
Microsoft Teams PowerShell Overview
Microsoft Teams PowerShell
Assign team owners and members in Microsoft Teams
Manage Microsoft Teams settings for your
organization
Teams apps settings in the Microsoft Teams admin center

You manage apps for your organization in Teams apps in the Microsoft Teams admin center. For example, you
can set policies to control what apps are available org-wide or to specific Teams users and you can customize
Teams by pinning the apps that are most important for your users.
To learn more, see Admin settings for apps in Teams.
Teams org-wide settings in the Microsoft Teams admin center

You can control organization-wide user settings in the Microsoft Teams admin center. To edit org-wide settings,
go to the Microsoft Teams admin center, and then select Org-wide settings. You can configure the following
settings.
External access
External access lets your Teams and Skype for Business users communicate with users who are outside of your
organization or domain. To configure external access, go to Let your Teams users chat and communicate with
users in another Teams organization.
To add or block a domain:
1. Select Add a domain.
2. In the Add a domain pane, enter the domain name, and click the space bar to save the name.
3. Select Allowed or Blocked.
4. Select Done to save your changes.
Guest access
Guest access in Microsoft Teams allows teams in your organization to collaborate with people outside your
organization by granting them access to teams and channels. Anyone with a business or consumer email
account, such as Outlook, Gmail, or others, can participate as a guest in Teams with full access to team chats,
meetings, and files. For more information, see Guest access in Microsoft Teams.
Teams settings
In Teams settings, you can set up email integration, cloud storage options, Skype for Business interoperability,
and devices.
Email integration
Turn on this feature so users can send email to a channel in Teams, using the channel email address. Users can
do this for any channel belonging to a team they own. Users can also send emails to any channel in a team that
has adding connectors turned on for team members. To turn on email integration, make sure that Allow users to
send emails to a channel email address is On.
Files
Here you can turn on or turn off file sharing and cloud file storage options.
Users can upload and share files from cloud storage services in Teams channels and chats. Cloud storage options
in Teams currently include ShareFile, Dropbox, Box, and Google Drive. Turn on the switch for the cloud storage
providers that your organization wants to use.
Organization
Here you can turn on the Organization tab, which shows the detailed organizational chart for the user’s
organization. For more information, see Use the organization tab in Teams.
Devices
These settings control resource account behavior for Surface Hub devices attending Microsoft Teams meetings.
Use these settings to configure authentication requirements, require a content PIN, and turn on Surface Hub
resource accounts to send messages.
Require a secondary form of authentication to access meeting content – Select the level of access that
users have when they enter the content PIN.
Set content PIN – Require users to enter this PIN to prevent unauthorized access to documents. This
prevents an unauthorized user from joining upcoming meetings and browsing attachments.
Resource accounts can send messages – Turn this setting On to allow messages to be sent from the
Surface Hub resource account.
Search by name
Microsoft Teams scoped directory search uses Exchange address book policy (APB ) to allow organizations to
create virtual boundaries that control how users can find and communicate with other users in their organization.
You might want to use a scoped directory search in situations like these:
Your organization has multiple companies within its tenant that you want to keep separate.
Your school wants to limit chats between faculty and students.
Switch this setting On to turn on scoped directory searches.
Teams upgrade
You can use these settings to configure how your users will be upgraded from Skype for Business to Microsoft
Teams.
Coexistence mode
You can specify a coexistence mode: Teams only, Islands (Teams and Skype for Business will coexist), or Skype
for Business only. The coexistence mode you choose determines the routing of incoming calls and chats and the
app that is used by the user to initiate chats and calls or to schedule meetings. For more information about
coexistence modes, go to Understand Microsoft Teams and Skype for Business coexistence and interoperability.
App preferences
Here you can choose the app that users will use to join Skype for Business meetings (Skype for Business or the
Skype Meetings App). This setting isn't dependent on the coexistence mode setting.
How can I tell which features are available?

See the Microsoft 365 Roadmap for information about new Teams features. For more information about new
and upcoming features, see the Teams What's New page and the Tech Community Microsoft Teams blog for
Teams.
More information
For information about which roles can perform admin functions, see Use Microsoft Teams admin roles to
manage Teams.
Manage Teams during the transition to the new
Microsoft Teams admin center
IMPORTANT
both the current Skype for Business admin center and the Microsoft Teams experience in the Microsoft 365 admin center.
If a setting has been migrated, you'll see a notification and then be directed to the setting's location in the new Microsoft
center.
What is the new Microsoft Teams admin center?

The new admin center experience will provide you with a unified experience to manage both Teams and Skype
for Business. We’re delivering additional functionality, end-to-end insights, and the ability to manage Teams
settings on a user level.
Settings migrated to the new Microsoft Teams admin center

The following table identifies the sections of the Teams experience that have been migrated and shows the
relationship between the current settings and the policies in the new admin portal.
SECTION OF TEAMS IN
MICROSOFT 365 ADMIN SETTING NAME (TENANT MICROSOFT TEAMS ADMIN
CENTER LEVEL) CENTER POLICY LEVEL: TENANT OR USER
General Show organizational chart TeamsClientConfiguration Tenant

in personal profile
General Use Skype for Business for TeamsClientConfiguration Tenant

recipients who don’t have
Teams
Email integration Allow users to send emails TeamsClientConfiguration Tenant

to channels
Email integration Allow senders list TeamsClientConfiguration Tenant
Custom cloud storage Box TeamsClientConfiguration Tenant
Custom cloud storage Dropbox TeamsClientConfiguration Tenant
Custom cloud storage Google Drive TeamsClientConfiguration Tenant
Custom cloud storage ShareFile TeamsClientConfiguration Tenant
Settings by user/license Turn Microsoft Teams on or Deprecated1

type off for all users
Teams and channels Redirects to Azure Active User

Directory Group
Management (same as
current experience).
Teams and channels Redirects to AAD Group User

Management (same as
current experience).
Apps Enable new external apps by Org-wide app settings Tenant

default
Apps Allow external apps Org-wide app settings Tenant
Apps Allow sideloading of TeamsAppSetupPolicy User

external apps2
Apps Default apps3 TeamsAppPermissionPolicy User
Apps External apps3 TeamsAppPermissionPolicy User
Calls and Meetings Allow scheduling for private TeamsMeetingPolicy User

meetings
Calls and Meetings Allow Ad-hoc channel TeamsMeetingPolicy User

meetup
Calls and Meetings Allow scheduling for TeamsMeetingPolicy User

channel meetings
SECTION OF TEAMS IN
Calls and Meetings Allow videos in meetings TeamsMeetingPolicy User
Calls and Meetings Allow screen sharing in TeamsMeetingPolicy User

meetings
Calls and Meetings Allow private calling TeamsCallingPolicy User
Messaging Enable Giphy so users can TeamsMessagingPolicy User

add gifs to conversations
Messaging Content rating TeamsMessagingPolicy User
Messaging Enable memes that users TeamsMessagingPolicy User

can edit and add to
conversations
Messaging Enable stickers that users TeamsMessagingPolicy User

can edit and add to
conversations
Messaging Allow owners to delete all TeamsMessagingPolicy User

messages
Messaging Allow users to edit their TeamsMessagingPolicy User

own messages
Messaging Allow users to delete their TeamsMessagingPolicy User

own messages
Messaging Allows users to chat TeamsMessagingPolicy User

privately
1 Deprecated for Guest. Enabling/disabling Guest can now be managed in the Microsoft Teams admin center.
Enabling/disabling Teams for Business Enterprise, Edu Student, and Edu Faculty will be deprecated soon. This
should be managed by assigning licenses in the Microsoft 365 admin center. See Manage user access to
Microsoft Teams.
2 Sideloading is split as follows:
Allow a user to sideload apps which can be managed at a user level in TeamsAppSetupPolicy.
Allow users in a tenant to interact with custom apps which can be managed at a tenant level in org-wide app
settings.
3 Default apps and external apps can be enabled and disabled at the user level in TeamsAppPermissionPolicy.
Additionally, apps can be blocked at the tenant level in org-wide app settings which overrides any user and
tenant-level settings.
NOTE
You’ll continue to use the Groups dashboard in the Microsoft 365 admin center for configuration related to Teams and
channels. Settings for Apps will remain in the Teams area of the Microsoft 365 admin center and will be migrated later.
Manage settings during the migration
You can continue to modify settings in the Microsoft 365 admin center and the Skype for Business admin center
until migration for a section is complete for your tenant.
The following table shows where you can manage features during the migration.
MICROSOFT TEAMS ADMIN SKYPE FOR BUSINESS ADMIN MICROSOFT 365 ADMIN
FEATURE CENTER CENTER (LEGACY) CENTER
Teams Messaging, X
Meetings, and Live Events
policies
Teams Upgrade policy X
Guest settings for X

Messaging, Meetings, and
Voice
Teams Lifecycle X
Management
Teams Settings X
External access settings X
User management X
Audio conferencing X X
Calling plans X
Phone System X
Phone number X
management
Licensing for Cloud voice X

features
Auto attendants X
Call queues X
Manage settings after the migration

When the migration of these settings is complete, we’ll disable them in the Office 365 admin center and the
Skype for Business admin center, and they can then be managed in the new Microsoft Teams admin center.
EDU migration June-July 2019

During June and July 2019, the remaining EDU tenants will be migrated from the old admin experience (in the
Microsoft 365 admin center) to the Teams admin center. Check the Message Center (in the Microsoft 365 admin
center) to learn when you'll be migrated. Here's what you'll see after you're migrated:
SECTION OF TEAMS IN
Messaging Owners can delete sent TeamsMessagingPolicy User

messages
Messaging Users can delete sent TeamsMessagingPolicy User

messages
Messaging Users can edit sent TeamsMessagingPolicy User

messages
Messaging Allow users to chat TeamsMessagingPolicy User
Messaging Use Giphys in conversations TeamsMessagingPolicy User
Messaging Giphy content rating TeamsMessagingPolicy User
Messaging Use memes in TeamsMessagingPolicy User

conversations
Messaging Use stickers in TeamsMessagingPolicy User

conversations
Additionally, here are the settings that are only available in the Microsoft Teams admin center:
MICROSOFT TEAMS ADMIN CENTER

SETTING NAME POLICY LEVEL: TENANT OR USER
Allow URL previews TeamsMessagingPolicy User
Allow a user to remove users from a TeamsMessagingPolicy User

group chat
Allow immersive reader for viewing TeamsMessagingPolicy User

messages
Allow users to translate messages TeamsMessagingPolicy User
Read receipts TeamsMessagingPolicy User
Users can send priority notifications TeamsMessagingPolicy User
Voice message creation TeamsMessagingPolicy User
On mobile devices, display favorite TeamsMessagingPolicy User

channels above recent chats
Manage teams in the Microsoft Teams admin center
Overview
As an admin, you may need to view or update the teams that your organization set up for collaboration, or you
might need to perform remediation actions such as assigning owners for ownerless teams. You can manage the
teams used in your organization through both the Microsoft Teams PowerShell module and the Microsoft Teams
admin center. For full administration capabilities using these two toolsets, you should make sure that you are
assigned one of the following roles:
Global Administrator
Teams Service Administrator
You can learn more about admin roles in Teams in Use Microsoft Teams admin roles to manage Teams, and you
can read more about how to use the PowerShell cmdlets for managing teams in the Microsoft Teams cmdlet
reference.
This article provides an overview of the management tools for teams in the Microsoft Teams admin center.
Teams overview grid

Management tools for teams are under the Teams node in the Microsoft Teams admin center. (In the admin center,
select Teams > Manage teams.) Each team is backed by an Office 365 group, and this node provides a view of
groups that have been Microsoft Teams-enabled in your organization.
The grid displays the following properties:

Team name
Channels - a count of all channels in the team, including the default General channel.
Team members - a count of total users, including owners, guests, and members from your tenant.
Owners - a count of owners for this team.
Guests - a count of Azure Active Directory B2B guest users who are members of this team.
Privacy - the Visibility/AccessType of the backing Office 365 group.
Status - the Archived or Active status for this team. Learn more about archiving teams in Archive or restore a
team.
Description - the description of the backing Office 365 group.
Classification - the classification (if used in your organization) assigned to the backing Office 365 group.
Learn more about classifications at Create classifications for Office groups in your organization.
GroupID - the unique GroupID of the backing Office 365 group.
NOTE
If you don't see all these properties in the grid, click the Edit columns icon. In the Edit columns pane, you can use the
toggles to turn on or turn off columns in the grid. When you're finished, click Apply.
Add
To add a new team, click Add. In the Add a new team pane, give the team a name and description, set whether
you want to make it a private or public team, and set the classification.
Edit
To edit group and team-specific settings, select the team by clicking to the left of the team name, and then select
Edit.
Archive
You can archive a team. Archiving a team puts the team into read-only mode within Teams. As an admin, you can
archive and unarchive teams on behalf of your organization in the admin center.
Delete
Deleting a team is a soft-delete of the team and corresponding Office 365 group. To restore a mistakenly deleted
team, follow the instructions in Restore a deleted Office 365 Group.
Search
Search currently supports the string "Begins with" and searches the Team name field.
Team profile
You can navigate to the team profile page of any team from the main teams overview grid by clicking the team
name. The team profile page shows the members, owners, and guests that belong to the team (and its backing
Office 365 group), as well as the team’s channels and settings. From the team profile page, you can:
Add or remove members and owners.
Add or remove channels (note that you can't remove the General channel).
Change team and group settings.
Making changes to teams
On the team's profile page, you can change the following elements of a team:
Members - add or remove members and promote or demote owners.
Channels - add new channels, and edit or remove existing channels. Remember that you can't delete the
default General channel.
Team name
Description
Privacy - set whether the team is public or private.
Classification - this is backed by your Office 365 group classifications. Choose Confidential, Highly
Confidential, or General.
Conversations settings - set whether members can edit and delete sent messages.
Channels settings - set whether members can create new channels and edit existing ones, and add, edit, and
remove tabs, connectors, and apps.
The changes that you make to a team are logged. If you're modifying group settings (changing the name,
description, photo, privacy, classification, or team members), the changes are attributed to you through the audit
pipeline. If you're performing actions against Teams-specific settings, your changes are tracked and attributed to
you in the General channel of the team.
Troubleshooting
Issue: Teams missing from the Team overview grid
Some of your teams are missing from the list of teams in the Teams overview grid.
Cause: This issue occurs when the team was incorrectly (or not yet) profiled by the system which can lead to a
missing property for it to be recognized.
Resolution: Manually set the property to the correct value via MS Graph
Replace {groupid} in the Query for the actual GroupId in question, which you can get via the Exchange Online
powershell, with the "Get-UnifiedGroup" cmdlet, as the "ExternalDirectoryObjectId" attribute.
1. Access Graph Explorer.
2. Sign in to Graph Explorer on the left menu.
3. Change the query line to: PATCH > v1.0 > https://graph.microsoft.com/v1.0/groups/{groupid}.
4. Add the following value on the request body: {"resourceProvisioningOptions": ["Team"]}.
5. Run the query on the top-right.
6. Confirm the team appears correctly in the Microsoft Teams admin center - Team Overview.
Learn more
Teams cmdlet reference
Use Teams administrator roles to manage Teams
Manage the free version of Microsoft Teams
In the free version of Microsoft Teams, the first person who signs up in your organization has a limited admin role.
The person who has this limited role can add and remove team members and specify whether anyone can invite
additional members, but this user has no advanced administrative capabilities and no access to the Microsoft
Teams admin center.
To get the full set of Teams features, including enhanced administration, you’ll need to upgrade to the full version
of Teams by purchasing an Office 365 subscription plan for your users.
To find out more about Teams versions and their capabilities, see Compare Teams plans.
More information
For a quick summary of the differences between Teams and Teams free, see Differences between Microsoft
Teams and Microsoft Teams free.
For more information about upgrading to the full version of Teams, see Upgrade from Teams free to Teams and
Upgrade Microsoft Teams free to Office 365 subscription version.
To get started with additional admin tasks associated with upgrading users, including adding user licenses,
changing user names, and assigning temporary passwords, see For admins upgrading from Teams free to a
paid subscription.
Assign team owners and members in Microsoft
Teams
IMPORTANT
center.
Within Microsoft Teams there are two user roles: owner and member. By default, a user who creates a new team
is granted the owner status. In addition, owners and members can have moderator capabilities for a channel
(provided that moderation has been set up). If a team is created from an existing Office 365 Group, permissions
are inherited.
The table below shows the difference in permissions between an owner and a member.
TEAM OWNER TEAM MEMBER
Create team Yes1 No
Leave team Yes Yes
Edit team name/description Yes No
Delete team Yes No
Add channel Yes Yes2
Edit channel name/description Yes Yes2
Delete channel Yes Yes2
Add members Yes3 No4
Request to add members N/A Yes5
Add tabs Yes Yes2
Add connectors Yes Yes2
Add bots Yes Yes2
1 Team owners can create teams unless they've been restricted from doing so. Permissions to create teams below.
2 An owner can turn off these items at the team level, in which case members would not have access to them.
3 After adding a member to a team, an owner can also promote a member to owner status. It is also possible
for an owner to demote their own status to a member.
4 Team members can add other members to a public team.
5 While a team member can't directly add members to a private team, they can request someone to be added
to a team they're already a member of. When a member requests someone to be added to a team, team
owners receive an alert that they have a pending request that they can accept or deny.
NOTE
Owners can make other members owners in the View teams option. A team can have up to 100 owners. We recommend
that you have at least a few owners to help manage the team; this will also prevent orphaned groups if a sole owner leaves
your organization. For more information about orphaned groups, see Assign a new owner to an orphaned group.
Moderator capabilities
In addition to other capabilities, team owners and members can have moderator capabilities for a channel
(provided that moderation is turned on for a team). Moderators can start new posts in a channel and control
whether team members can reply to existing channel messages. They can also control whether bots and
connectors can submit channel messages.
Moderator capabilities are assigned at the channel level. Team owners have moderator capabilities by default.
Team members have moderator capabilities turned off by default, but a team owner can give moderator
capabilities for a channel to a team member. Moderators within a channel can add and remove other moderators
within that channel.
For more information about moderator capabilities, see Set up and manage channel moderation in Microsoft
Teams.
Assign a user role

To assign a user role, in Teams, select the team name and click More options > Manage team. On the Members
tab, you can add members and choose owners and moderators (if you have sufficient permissions). For more
information , see Change team settings in Teams.
Permissions to create teams

By default, all users with a mailbox in Exchange Online have permissions to create Office 365 groups and
therefore a team within Microsoft Teams. You can have tighter control and restrict the creation of new teams and
thus the creation of new Office 365 groups by delegating group creation and management rights to a set of users.
For instructions, see Manage who can create Office 365 Groups.
Decision Point Will all Microsoft Teams users be able to

create Teams (recommended)?
Next Steps Modify the default permissions for who

can create Office 365 groups if you
need to limit who can create Teams
Edit Microsoft Teams user settings in bulk
As an admin, you manage Teams user settings in the Microsoft Teams admin center. On the Users page, you can
view information such as account and licensing details and edit policy and other settings. You can edit settings for
users individually or for multiple users at the same time.
Edit user settings in bulk

Use the Microsoft Teams admin center to edit settings for multiple users at a time. We recommend editing settings
for 20 users at a time. To edit settings for a large number of users, use PowerShell. For more information, see
Teams PowerShell Overview.
1. In the left navigation of the Microsoft Teams admin center, select Users.
2. Search for the users you want to edit or filter the view to show the users you want to edit.
3. In the ✓ (check mark) column, select users by doing one of the following:
Select users one at a time. A ✓ is displayed next to each user you select. If you select more than 20
users, you won't be blocked but keep in mind that the more users you select, the longer the
operation will take to complete.
Click the ✓ (check mark) at the top of the table to select all users (up to a maximum of 20 users), and
then in the Selection limit dialog box, click Continue select all to complete the selection.
A ✓ is displayed next to the selected users.
4. Click Edit settings, make the changes that you want, and then click Save.
Manage app permission policies in Microsoft Teams
As an admin, you can use app permission policies to control what apps are available to Microsoft Teams users in
your organization. You can allow or block all apps or specific apps published by Microsoft, third-parties, and your
organization. When you block an app, users are unable to install it from the Teams app store.
You manage app permission policies in the Microsoft Teams admin center. You can apply settings org-wide, use
the global (Org-wide default) policy, and create and assign custom policies to individual users or users in a group.
NOTE
Users in your organization will automatically get the global policy unless you create and assign a custom policy. Org-wide
app settings override the global policy and any custom policies that you create and assign to users.
If your organization is already on Teams, the app settings you configured in Tenant-wide settings in the
Microsoft 365 admin center are reflected in org-wide app settings. If you're new to Teams and just getting started,
by default, all apps are allowed in the global policy. This includes apps published by Microsoft, third-parties, and
your organization.
Say, for example, you want to block all third-party apps and allow specific apps from Microsoft for the HR team in
your organization. You would create a custom policy named HR App Permission Policy, set it to block and allow
the apps that you want, and then assign it to users on the HR team.
Manage org-wide app settings

Use org-wide app settings to control which apps are available across your organization. Org-wide app settings
govern the behavior for all users and override any other app permission policies assigned to users. You can use
them to control malicious or problematic apps.
1. In the left navigation of the Microsoft Teams admin center, go to Teams apps > Permission policies.
2. Select Org-wide settings. You can then configure the settings you want in the panel.
3. Under Third-party apps, turn off or turn on these settings to control access to third-party apps:
Allow third-party or custom apps in Teams: This controls whether users can use third-party or
custom apps.
Allow any new third-party apps published to the store by default: This controls whether new
third-party apps that are published to the Teams app store become automatically available in Teams. You
can only set this option if you allow third-party apps.
4. Under Custom apps, turn off or turn on Allow interaction with custom apps. This setting controls
whether users can interact with custom (sideloaded) apps. Keep in mind that this is different from allowing
users to upload custom apps.
5. Under Blocked apps, search for and add the apps that you want to block across your organization. You can
choose apps from the tenant app catalog or the Teams app store.
6. Click Save for org-wide app settings to take effect.
Create a custom app permission policy

If you want to control the apps that are available for different groups of users in your organization, create and
assign one or more custom app permission policies. You can create and assign separate custom policies based on
whether apps are published by Microsoft, third-parties, or your organization. It's important to know that after you
create a custom policy, you can't change it if third-party apps are disabled in org-wide settings.
2. Click Add.
4. Under Microsoft apps, Third-party apps, and Tenant apps, select one of the following:
Allow all apps
Allow specific apps and block all others
Block specific apps and allow all others
Block all apps
5. If you selected Allow specific apps and block others, add the apps that you want to allow:
a. Select Allow apps.
b. Search for the apps that you want to allow, and then click Add. The search results are filtered to the app
publisher (Microsoft apps, Third-party apps, or Tenant apps).
c. When you've chosen the list of apps, click Allow.
6. Similarly, if you selected Block specific apps and allow all others, search for and add the apps that you
want to block.
7. Click Save.
Edit an app permission policy

You can use the Microsoft Teams admin center to edit a policy, including the global policy and custom policies that
you create.
3. From here, make the changes that you want. You can manage settings based on the app publisher and add and
remove apps based on the allow/block setting.
4. Click Save.
Assign a custom app permission policy to users

Business PowerShell module to assign a custom policy to groups of users, such as all users in a security group or
distribution group.
Assign a custom app permission policy to a user
1. In the left navigation of the Microsoft Teams admin center, go to Users.
2. Select the user by clicking to the left of the user name, and then click Edit settings.
3. Under App permission policy, select the app permission policy you want to assign, and then click Apply.
To assign a policy to multiple users at a time, see Edit Teams user settings in bulk.
click Add. Repeat this step for each user that you want to add.
Assign a custom app permission policy to users in a group
You may want to assign a custom app permission policy to multiple users that you’ve already identified. For
example, you may want to assign a policy to all users in a security group. You can do this by connecting to the
Azure Active Directory PowerShell for Graph module and the Skype for Business PowerShell module. For more
information about using PowerShell to manage Teams, see Teams PowerShell Overview.
In this example, we assign a custom app permission policy called HR App Permission Policy to all users in the
Contoso Pharmaceuticals HR Project group.
NOTE
$group = Get-AzureADGroup -SearchString "Contoso Pharmaceuticals HR Project"

"User"}
Assign all users in the group to a particular app permission policy. In this example, it's HR App Permission Policy.
$members | ForEach-Object { Grant-CsTeamsAppPermissionPolicy -PolicyName "HR App Permission Policy" -Identity

$_.EmailAddress}
FAQ
Working with app permission policies
Can I control line of business (LOB) apps?
Yes, you can use app permission policies to control the rollout and distribution of custom (LOB ) apps. You can
create a custom policy or edit the global policy to allow or block custom apps based on the needs of your
organization.
How do app permission policies relate to pinned apps and app setup policies?
You can use app setup policies together with app permission policies. Pre-pinned apps are selected from the set of
enabled apps for a user. Additionally, if a user has an app permission policy that blocks an app in their app setup
policy, that app won't appear in Teams.
Can I use app permission policies to restrict uploading custom apps (also known as sideloading)?
Use org-wide settings in app permission policies to restrict uploading custom apps for your organization.
To restrict specific users from uploading custom apps, use custom app policies (coming soon). To learn more, see
Manage custom app policies and settings in Teams.
Does blocking an app apply to Teams mobile clients?
Yes, when you block an app, that app is blocked across all Teams clients.
User experience
What does a user experience when an app is blocked?
Users can't interact with a blocked app or its capabilities, such bots, tabs, and messaging extensions. In a shared
context, such as a team or group chat, bots can still send messages to all participants of that context. Teams
indicates to the user when an app is blocked.
For example, when an app is blocked, users can't do any of the following:
Add the app personally or to a chat or team
Send messages to the app’s bot
Perform button actions that send information back to the app, such as actionable messages
View the app’s tab
Set up connectors to receive notifications
Use the app’s messaging extension
The legacy portal allowed controlling apps at the organization level, which means when an app is blocked, it's
blocked for all users in the organization. The org-wide app setting in app permission policies works exactly the
same way.
For app permission policies assigned to specific users, if an app with bot or connector capability was allowed and
then blocked, and if the app is then allowed only for some users in a shared context, members of a group chat or
channel that don't have permission to that app can see the message history and messages that were posted by the
bot or connector, but can't interact with it.
Related topics
Manage app setup policies in Microsoft Teams
NOTE
If you enabled the org-wide app permission policy setting, Allow interaction with custom apps, you may not see app
setup policies yet in the Microsoft Teams admin center. It's currently being rolled out and will be available soon in your
organization.
As an admin, you can use app setup policies to customize Microsoft Teams to highlight the apps that are most
important for your users. You choose the apps to pin and set the order that they appear. App setup policies let you
showcase apps that users in your organization need, including those built by third parties or by developers in your
organization. You can also use app setup policies to manage how built-in features appear.
Apps are pinned to the app bar. This is the bar on the side of the Teams desktop client and at the bottom of the
Teams mobile clients (iOS and Android).
TEAMS DESKTOP CLIENT TEAMS MOBILE CLIENT
You manage app setup policies in the Microsoft Teams admin center. You can use the global (Org-wide default)
policy or create custom policies and assign them to users. Users in your organization will automatically get the
global policy unless you create and assign a custom policy.
You can edit the settings in the global policy to include the apps that you want. If you want to customize Teams for
different groups of users in your organization, create and assign one or more custom policies. If a user is assigned
a custom policy, that policy applies to the user. If a user isn't assigned a custom policy, the global policy applies to
the user.
NOTE
If you have Teams for Education, it's important to know that the Assignments app is pinned by default in the global policy
even though currently, you don't see it listed in the global policy. It will be the fourth app in the list of pinned apps on Teams
clients.
Create a custom app setup policy

You can use the Microsoft Teams admin center to create a custom policy.
1. In the left navigation of the Microsoft Teams admin center, go to Teams apps > Setup policies.
2. Click Add.
3. Enter a name and description for the policy, and then click Add apps.
4. Turn on or turn off Allow uploading custom apps, depending on whether you want to let users upload
custom apps to Teams. You won't be able to change this setting if Allow third-party or custom apps is
turned off in org-wide app settings in app permission policies.
5. In the Add pinned apps pane, search for the apps you want to add, and then click Add. You can also filter
apps by app permission policy. When you've chosen your list of apps, click Add.
6. Arrange the apps in the order that you want them to appear in Teams, and then click Save.
Edit an app setup policy
You can use the Microsoft Teams admin center to edit a policy, including the global (Org-wide default) policy and
custom policies that you create.
3. From here, make the changes that you want. You can add, remove, and change the order of apps.
4. Click Save.
Assign a custom app setup policy to users

You can use the Microsoft Teams admin center to assign a custom policy to individual users or the Skype for
group.
Assign a custom app setup policy to users
2. Select the user by clicking to the left of the user name, and then click Edit settings.
3. Under App setup policy, select the app setup policy you want to assign, and then click Apply.
To assign a policy to multiple users at a time, see Edit Teams user settings in bulk.
5. When you're finished adding users, select Save.
Assign a custom app setup policy to users in a group
You may want to assign a custom app setup policy to multiple users that you’ve already identified. For example,
you may want to assign a policy to all users in a security group. You can do this by connecting to the Azure Active
Directory PowerShell for Graph module and the Skype for Business PowerShell module. For more information
about using PowerShell to manage Teams, see Teams PowerShell Overview.
In this example, we assign a custom app setup policy called HR App Setup Policy to all users in the Contoso
Pharmaceuticals HR Project group.
NOTE
$group = Get-AzureADGroup -SearchString "Contoso Pharmaceuticals HR Project"

"User"}
Assign all users in the group to a particular app setup policy. In this example, it's HR App Setup Policy.
$members | ForEach-Object { Grant-CsTeamsAppSetupPolicy -PolicyName "HR App Setup Policy" -Identity

$_.EmailAddress}
FAQ
Working with app setup policies
What built-in app setup policies are included in the Microsoft Teams admin center?
Global (Org-wide default): This default policy applies to all users in your organization unless you assign
another policy. Edit the global policy to pin apps that are most important for your users.
FirstLineWorker: This policy is for firstline workers. You can assign it to firstline workers in your organization.
It's important to know that like custom policies that you create, you have to assign the policy to users for the
settings to be active. For more information, go to the Assign a custom app setup policy to users section of this
article.
Why can't I find an app in the Add pinned apps pane?
Not all apps can be pinned to Teams through an app setup policy. Some apps may not support this functionality.
To find apps that can be pinned, search for the app in the Add pinned apps pane. Tabs that have a personal scope
(static tabs) and bots can be pinned to the Teams desktop client and these apps are available in the Add pinned
apps pane.
Keep in mind that the Teams app store lists all Teams apps whereas the Add pinned apps pane includes only apps
that can be pinned to Teams through a policy.
I'm a Teams for Education admin. What do I need to know about app setup policies in Teams for Education?
The Calling app isn't available in Teams for Education. When you create a new custom app setup policy, the Calling
app is displayed in the list of apps. However, the app isn't pinned to Teams clients and Teams for Education users
won't see the Calls app in Teams.
How many apps can be added to a policy?
A minimum of two apps must be pinned to the Teams mobile clients (iOS and Android). If a policy has less than
two apps, the mobile clients won't reflect the policy settings and instead will continue to use the existing
configuration.
How long does it take for policy changes to take effect?
After you edit the global policy or assign a policy, it can take up to 24 hours for changes to take effect.
User experience
How can users see all their pinned apps in Teams?
To view all apps that are pinned for a user, users may have to do the following depending on the number of
installed apps and the size of their Teams client window.
TEAMS DESKTOP CLIENT TEAMS MOBILE CLIENT
In the app bar on the side of Teams, click ... More apps. In the app bar near the bottom of Teams, swipe up.
What do I need to know about the Teams mobile experience?

The Teams mobile clients (iOS and Android) currently don't support personal apps with static tabs. Depending on
the apps set in the policy, apps pinned to the Teams desktop client might not appear in the Teams mobile clients.
Personal bots will still appear in Chat on mobile clients.
With the Teams mobile clients, users will see core Teams apps such as Activity, Chat, and Teams, and you can pin
some first-party apps from Microsoft, such as Shifts.
Can users change the order of apps pinned through a policy?
Currently, users can change the order of their pinned apps on Teams mobile clients but not on the Teams desktop
or web clients.
Custom Teams apps
My organization built a custom Teams app and published it, either to AppSource or the Tenant app catalog, but the app icon isn't
displayed as expected when the app is pinned to the app bar in Teams. How do I fix it?
Make sure that you follow the logo guidelines before you submit the app. To learn more, see Checklist for Seller
Dashboard submission.
Related topics
Publish an app to the Tenant Apps Catalog from the Teams client
Manage custom app policies and settings in
Microsoft Teams
This article describes a Microsoft Teams feature that hasn't yet been released. It's been announced, and it's
coming soon. If you're an admin, you can find out when this feature will be released in the Message Center (in
the Microsoft 365 admin center). To stay on top of upcoming Teams features, check out the Microsoft 365
Roadmap.
NOTE
To use App Studio see Get started on the Microsoft Teams platform with C#/.NET and App Studio The last step is not
working yet, so you will need to download the zip and install it the old way at Upload an app package to Microsoft Teams.
As an admin, you can use custom app policies and settings to control who in your organization can upload custom
apps to Microsoft Teams. Admins decide which users can upload custom apps, and admins and team owners can
determine whether specific teams in your organization allow custom apps to be added to them.
Overview of custom apps

Users can add a custom app to Teams by uploading an app package (in a .zip file) directly to a team or in the
personal context. This is different from how apps are added through the Teams app store. Adding a custom app by
uploading an app package, also known as sideloading, lets you test an app as it's being developed, before it's ready
to be widely distributed. It also lets you build an app for internal use only and share it with your team without
submitting it to the Teams app catalog in the Teams app store.
Custom app policy and settings

Three components determine whether a user can upload a custom app to a team, giving you granular control over
who can add custom apps to a team and which teams custom apps can be added to:
User custom app policy
Team custom app setting
Org-wide custom app setting
These settings don't affect the ability to block third-party apps.
User custom app policy
As part of app setup policies, admins can use a policy setting, Allow uploading custom apps, to control whether
a user can upload custom apps to Teams.
If this setting is turned off:
The user can't upload a custom app to any team in your organization or in the personal context.
The user can interact with custom apps, depending on the org-wide custom app setting.
If this setting is turned on:
The user can upload custom apps to teams that allow it and to teams for which they are owners, depending on
the org-wide custom app setting.
The user can upload custom apps to the personal context.
The user can interact with custom apps, depending on the org-wide custom app setting.
You can edit the settings in the global app setup policy to include the apps that you want. If you want to customize
Teams for different groups of users in your organization, create and assign one or more custom app setup policies.
Set a user custom app policy
2. Click Add.
3. Turn on or turn off Allow uploading custom apps.
4. Choose any other settings that you want to for the policy.
5. Click Save.
Team custom app setting
Admins and team owners can control whether a team allows for custom apps to be added to it. This setting, Allow
members to upload custom apps, together with a user's custom app policy determines who can add custom
apps to a particular team.
If this setting is turned off:
Team owners can add custom apps, if their custom app policy allows it.
Team members who aren't team owners can't add custom apps to the team.
If this setting is turned on:
Team owners can add custom apps, if their custom app policy allows for it.
Team members who aren't team owners can add custom apps, if their custom app policy allows for it.
Configure the team custom app setting
1. In Teams, go to the team, click More options ˙˙˙ > Manage team.
2. Click Settings, and then expand Member permissions.
3. Select or clear the Allow members to upload custom apps check box.
Org-wide custom app setting
The org-wide custom app setting, Allow interaction with custom apps, applies to everyone in your
organization and governs whether they can upload or interact with custom apps. This setting overrides the user
and team custom app policy and setting. It's intended to serve as a master on/off switch during security events.
Configure the org-wide custom app setting
2. Click Org-wide app settings.
3. Under Custom apps, turn on or turn off Allow interaction with custom apps.
How custom app policies and settings work together
This table summarizes the custom app policy and settings, how they work together, and their combined effect on
controlling who in your organization can upload custom apps to Teams.
Say, for example, you want to allow only team owners to upload custom apps to specific teams. You would set the
following:
Turn on the Allow interaction with custom apps setting in the Microsoft Teams admin center.
Turn off the Allow members to upload custom apps for every team to which you want to restrict access.
Create and assign a custom app setup policy in the Microsoft Teams admin center with the User can upload
custom apps setting turned on, and assign it to the team owners.
ORG-WIDE CUSTOM APP

SETTING TEAM CUSTOM APP SETTING USER CUSTOM APP POLICY EFFECT
Off Off Off Interaction with all custom

apps is blocked for your
organization. Custom apps
can't be uploaded by
anyone. You can use
PowerShell to remove the
custom app.
Off Off On Interaction with all custom

anyone. You can use
custom app.
ORG-WIDE CUSTOM APP
SETTING TEAM CUSTOM APP SETTING USER CUSTOM APP POLICY EFFECT
Off On Off Interaction with all custom

anyone. You can use
Windows PowerShell to
delete custom apps.
Off On On Interaction with all custom

anyone. You can use
custom app.
On Off Off The user can't upload

custom apps.
On Off On If the user is a team owner,

they can upload custom
apps to the team. If the user
isn't a team owner, they can't
upload custom apps to the
team. The user can upload
custom apps in the personal
context.
On On Off The user can't upload

custom apps.
On On On The user can upload custom

apps to the team, regardless
of whether the user is a
team owner. The user can
upload custom apps in the
personal context.
Related topics
Manage feedback policies in Microsoft Teams

Users in your organization can send feedback about Teams to Microsoft let us know how we're doing, directly from
within the Teams desktop and web clients. We're continually improving the Teams experience and we use this
feedback to make Teams better.
The Give feedback feature
Users can send comments and suggestions about Teams to us by going to Help > Give feedback in Teams. Data
sent through Give feedback is considered as "Support Data" under your Office 365 agreement, including
information that would otherwise be considered "Customer Data" or "Personal Data".
Surveys
Users can also rate their experience with Teams and send us details about the rating they give. This pop-up survey
is displayed to users from time-to-time in Teams. When a user clicks Provide feedback in the notification, the
survey is displayed for them to complete.
Set whether users can send feedback about Teams to Microsoft

As an admin, you can control whether users in your organization can send feedback about Teams to Microsoft
through Give feedback and whether they receive the survey. By default, all users in your organization are
automatically assigned the global (Org-wide default) policy and the Give feedback feature and survey are enabled
in the policy. The exception is Teams for Education, where the features are enabled for teachers and disabled for
students.
applies to the user. If a user isn't assigned a custom policy, the global policy applies to the user. After you edit the
global policy or assign a policy, it can take up to 24 hours for changes to take effect.
Say, for example, you want to allow all users in your organization to send feedback through Give feedback and
receive surveys except for new hires in training. In this scenario, you create a custom policy to turn off both
features and assign it to new hires. All other users in your organization get the global policy with the features
turned on.
You use the New-CsTeamsFeedbackPolicy cmdlet to create a custom policy and the Grant-
CsTeamsFeedbackPolicy cmdlet to assign it to one or more users or groups of users, such as a security group or
distribution group.
To turn off and turn on the features, set the following parameters:
Give feedback: Set the userInitiatedMode parameter to enabled to allow users who are assigned the policy
to give feedback. Setting the parameter to disabled turns off the feature and users who are assigned the policy
don't have the option to give feedback.
Surveys: Set the receiveSurveysMode parameter to enabled to allow users who are assigned the policy to
receive the survey. To have users receive the survey and allow them to opt out, set the parameter to
enabledUserOverride. In Teams, users can then go to Settings > Privacy and choose whether they want to
participate in surveys. Setting the parameter to disabled turns off the feature and users who are assigned the
policy won't receive the survey.
Create a custom feedback policy

In this example, we create a feedback policy called New Hire Feedback Policy and we turn off the ability to give
feedback through Give feedback and the survey.
New-CsTeamsFeedbackPolicy -identity "New Hire Feedback Policy" -userInitiatedMode disabled -receiveSurveysMode

disabled
Assign a custom feedback policy

Assign a custom feedback policy to a user
In this example, we assign a custom policy named New Hire Feedback Policy to a user named user1.
Grant-CsTeamsFeedbackPolicy -Identity user1@contoso.com -PolicyName "New Hire Feedback Policy"
Assign a custom feedback policy to users in a group

You may want to assign a custom feedback policy to multiple users that you’ve already identified. For example, you
may want to assign a policy to all users in a security group.
In this example, we assign a custom feedback policy called New Hire Feedback Policy to all users in the Contoso
New Hires group.
$group = Get-AzureADGroup -SearchString "Contoso New Hires"

"User"}
Assign all users in the group to a particular feedback policy. In this example, it's New Hire Feedback Policy.
$members | ForEach-Object {Grant-CsTeamsFeedbackPolicy -PolicyName "New Hire Feedback Policy" -Identity

$_.EmailAddress}
Related topics
Manage policy packages in Microsoft Teams

A policy package in Microsoft Teams is a collection of predefined policies and policy settings that you can assign to
users who have similar roles in your organization. We built policy packages to simplify, streamline, and help
provide consistency when managing policies for groups of users across your organization.
When you assign a policy package to users, the policies in the package are created and you can then customize the
settings of the policies in the package to meet your organization's needs.
What is a policy package?

Policy packages let you control Teams features that you want to allow or restrict for specific sets of people across
your organization. Each policy package in Teams is designed around a user role and includes predefined policies
and policy settings that support the collaboration and communication activities that are typical for that role.
Teams currently includes the following policy packages.
PACKAGE NAME DESCRIPTION
Education_Teacher package Creates a set of policies and policy settings that apply to
teachers.
Education_PrimaryStudent package Creates a set of policies and policy settings that apply to
primary students.
Education_SecondaryStudent package Creates a set of policies and policy settings that apply to
secondary students.
Education_HigherEducationStudent package Creates a set of policies and policy settings that apply to
higher education students.
NOTE
We'll be adding more policy packages in future releases of Teams, so check back for the most up-to-date information.
Each individual policy is given the name of the policy package so you can easily identify the policies that are linked
to a policy package. For example, when you assign the Education_Teacher policy package to teachers in your
school, a policy that's named Education_Teacher is created for each policy in the package.
How to use policy packages
The following outlines how to use policy packages in your organization.
View: View the settings of each policy in a policy package before you assign a package. Make sure that you
understand each setting and then decide whether the predefined values are appropriate for your
organization or whether you need to change them to be more restrictive or lenient based on your
organization's needs.
If a policy is deleted, you can still view the settings but you won't be able to change any settings. A deleted
policy is re-created with the predefined settings when you assign the policy package.
Assign: Assign the policy package to users. Remember that policies in a policy package aren't created until
you assign the package, after which you can change the settings of individual policies in the package.
Customize: Customize the settings of policies in the policy package to fit the needs of your organization.
Any changes you make to policy settings are automatically applied to users who are assigned the package.
Here are the steps for how to view, assign, and customize policy packages in the Microsoft Teams admin center.
View the settings of a policy in a policy package
1. In the left navigation of the Microsoft Teams admin center, click Policy packages, and then select a policy
package by clicking to the left of the package name.
2. Click the policy you want to view.
Assign a policy package
Assign a policy package to one user
2. On the user's page, click Policies, and then next to Policy package, click Edit.
3. In the Assign policy package pane, select the package you want to assign, and then click Save.
Assign a policy package to multiple users
1. In the left navigation of the Microsoft Teams admin center, go to Policy packages, and then select the policy
package you want to assign by clicking to the left of the package name.
2. Click Manage users.
3. In the Manage users pane, search for the user by display name or by user name, select the name, and then click
Add. Repeat this step for each user that you want to add.
Customize policies in a policy package
You can edit the settings of a policy through the Policy packages page or by going directly to the policy page in
the Microsoft Teams admin center.
1. In the left navigation of the Microsoft Teams admin center, do one of the following:
Click Policy packages, and then select the policy package by clicking to the left of the package name.
Click the policy type. For example, click Messaging policies.
2. Click the policy you want to edit. Policies that are linked to a policy package have the same name as the policy
package.
3. Make the changes that you want, and then click Save.
Troubleshooting
You receive an error when you assign a policy package
This may occur if one or more policies in the package weren't created or applied successfully. Reassign the policy
package to your users. Retrying the operation typically fixes this issue.
Configure the Skype Meetings App to work with
Teams
After a user is upgraded to Microsoft Teams, admins can use the Microsoft Teams admin center to specify the
preferred app that users will use to join Skype for Business meetings.
To specify the Skype for Meetings App as the preferred app:
2. In the left pane, under Org-wide settings, select Teams upgrade.
3. On the Teams upgrade page, under App preferences, select Skype Meetings App from the Preferred
app for users to join Skype for Business meetings drop-down list.
Known limitations
Users who use the Skype Meetings App with Teams are subject to the following limitations:
Users have no option to change their video device.
After a user is upgraded to Teams, if the user is in a meeting using the Skype Meetings App and then receives a
call on Teams, the meeting in Skype Meetings App is not placed on hold. Instead, the user is connected to both
calls.
More information
What is Skype Meetings App (Skype for Business Web App)
Skype Meetings App minimum network requirements
Manage external access in Microsoft Teams
With Microsoft Teams external access, Teams users from other domains can participate in your chats and calls.
You can also allow othe external users who are still using Skype for Business Online, Skype for Business on-
prem or even Skype to participate.
Use the steps in this article when:
You have users in different domains in your business: for example, Rob@contoso.com and
Ann@northwindtraders.com.
You want the people in your organization to use Teams to contact people in specific businesses outside of
your organization.
You want anyone else in the world who uses Teams to be able to find and contact you, using your email
address. If you and another user both enable external access and allow each other's domains, this will
work. If it doesn't work, the other user should make sure his or her configuration isn't blocking your
domain.
External access allows external users to find, call, and send you instant messages, as well as set up meetings
with you. However, if you want external users to have access to teams and channels, guest access might be a
better way to go. For more information about the differences between external access and guest access, see
External access vs. guest access), below. To turn on guest access, see turn on guest access so that users can
communicate.
IMPORTANT
Currently, to federate within the Microsoft Teams app to an external user outside of your organization who's not currently
a guest of your Azure Active Directory (Azure AD) or tenant, you must be correctly set up for hybrid and moved to Skype
for Business Online. As of 2/25/2019, Teams doesn't support native federation without the user of the SIP profile being
homed in Skype for Business Online. For more on setting up your account for hybrid and then moving to Teams, see
Upgrade Skype for Business hybrid deployment to Teams.
External access vs. guest access

Guest access gives access permission to an individual. External access gives access permission to an
entire domain.
admins can choose between the two communication options depending on which level of collaboration
is desirable with the external party. Admins can choose either approaches or both, depending on their
organizational needs, but we recommend enabling guest access for a fuller, collaborative Teams
experience.
See the following table for a comparison of external and guest access features.
FEATURE EX TERNAL ACCESS USERS GUEST ACCESS USERS
User can chat with someone in Yes Yes

another company
User can call someone in another Yes Yes

company
User can see if someone from another Yes Yes1

company is available for call or chat
User can search for users across Yes2 No

external tenants
User can share files No Yes
User can access Teams resources No Yes
User can be added to a group chat No Yes
User can be added to a meeting Yes Yes
Additional users can be added to a No3 N/A

chat with an external user
User is identified as an external party Yes Yes
Presence is displayed Yes Yes
Out of office message is shown No Yes
Individual user can be blocked No Yes
@mentions are supported No Yes
Make private calls Yes Yes
Allow IP video Yes Yes
Screen sharing mode No Yes
Allow meet now No Yes
Edit sent messages No Yes
Can delete sent messages No Yes
Use Giphy in conversation No Yes
Use memes in conversation No Yes
Use stickers in conversation No Yes
1
1 Provided that the user has been added as a guest and is signed in as a guest to the guest tenant.
2 Only by email or Session Initiation Protocol (SIP ) address.
3 External (federated) chat is 1:1 only.
For more information on guest features and the guest experience, see Turn on or off guest access to Microsoft
Teams and What the guest experience is like.
For more information about the free version of Teams and how it works with features found in External Access,
see Differences between Microsoft Teams and Microsoft Teams free.
Quick steps for scenarios

You want to let Teams users in your organization In External Access, add the external domain to the Allowed
communicate with Teams users in another (external) list or use open federation.
organization. Then have the administrator in the other Teams
You want to let Teams users in your organization Enable Coexistence mode or choose the Islands upgrade
communicate with Skype for Business Online users in the mode to support Skype for Business users in your
same organization. organization.
You want to let Teams users in your organization In External Access, add the external domain to the Allowed
communicate with Skype for Business Online users in list or use open federation.
another (external) organization. Turn on Users can communicate with Skype for
NOTE: The external domain with Skype for Business
users must enable Coexistence mode or choose the
Islands upgrade mode to support Skype for Business
users in that organization.
You want to let Teams users in your organization Not a supported scenario at this time.
communicate with Skype users from inside or outside your IMPORTANT: Your Teams users won't be able to
organization. communicate with Skype users, but your Skype for
Business users in your organization can communicate
with Skype users inside or outside your organization if
these two requirements are met:
1) Turn on Users can communicate with Skype for
External Access.
2) Your organization is running in Coexistence mode.
You want to let your Teams users communicate with Skype In External Access, add the external domain to the Allowed
for Business Online users from an on-premises list or use open federation. .
organization and with Skype users. Turn on Users can communicate with Skype for
Turn on Skype for Business users can communicate
IMPORTANT In this scenario, your Teams users won't
be able to communicate with Skype users, but Skype for
Business users in your organization can communicate
with Skype users inside or outside your organization if
you turn on Users can communicate with Skype for
External Access.
You want to let your Skype for Business Online users Enable Coexistence mode or choose the Islands upgrade
communicate with Teams users in another Office 365 mode to support Skype for Business users in your
organization. organization.
In External Access, add the external domain to the
Allowed list or use open federation.
communicate with the Skype for Business Online users mode to support Skype for Business users in your
from another Office 365 organization. organization.
organization do all of the same things.
communicate with the Skype for Business Online users mode to support Skype for Business users in your
from an on-premises organization. organization.
communicate with Skype users (inside or outside your mode to support Skype for Business users in your
organization). organization.
Turn on the Skype for Business users can
communicate with Skype users setting in External
Access.
communicate with Skype for Business Online users in mode to support Skype for Business users in your
another organization and Skype users from inside or organization.
outside your organization. In External Access, add the external domain to the
Business and Teams users and the Skype for Business
External Access.
NOTE: The administrator from the other external
domain doesn't have to turn on Skype for Business
External Access.
IMPORTANT
You don't have to add any "Skype domains" as allowed domains to enable Teams or Skype for Business Online users to
communicate with Skype users inside or outside your organization. All Skype domains are whitelisted which means all of
these domains are considered ALLOWED.
Let your Teams users chat and communicate with users in another
organization
External access lets your Teams and Skype for Business users communicate with other users who are outside of
your organization. By default, your organization can communicate with all external domains. If you add blocked
domains, all other domains will be allowed but if you add allowed domains, all other domains will be blocked.
You can easily set up external access for your organization. There are three scenarios for setting it up:
Scenario 1 - You can use OPEN FEDERATION. This is the default setting and it lets people in your
organization find, call, and send IM/Chats, as well as set up meetings with people external to your
organization.
When you use this set up, your users can communicate with ALL external domains that are running
Teams or Skype for Business AND are using Open Federation or have added your domain to the allow
list.
Scenario 2 - You can add a domain or domains to the ALLOW list. To do this, click Add a domain, add
the domain name, click Action to take on this domain, and then select Allowed. It's important to
know that if you do this it will BLOCK all other domains.
Scenario 3 - You can add a domain or domains to the BLOCK list. To do this, click Add a domain, add
the domain name, click Action to take on this domain, and then select Blocked. It's important to
know that if you do this it will ALLOW all other domains.
Follow these steps to allow or block domains.
Step 1 - Enable your organization to communicate with another Teams organization
1. In the left navigation, go to Org-wide settings > External access.
2. Toggle the Users can communicate with Skype for Business and Teams users switch to On.
.
3. If you want to allow all Teams organizations to communicate with users in your organization, skip to step
5.
4. If you want to limit the organizations that can communicate with users in your organization, you can
either allow all except some domains, or you can allow only specific domains.
To allow all except some domains, add the domains you want to block by clicking Add domain. In the
Add a domain pane, type the domain name, click Blocked, and then clik Done.
To limit communications to specific organizations, add those domains to the list with a status of
Allowed. Once you have added any domain to the Allow list, communications with other
organizations will be limited to only those organizations whose domains are in the Allow list.
5. Click Save.
6. Make sure the admin in the other Teams organization completes these same steps. For example, in their
allowed domains list, their admin needs to enter the domain for your business if they limit the
organizations that can communicate with their users.
Step 2 - Test it
To test your setup, you need a Teams user who's not behind your firewall.
1. After you and the admin from the organization have changed the External access settings, you should
be good to go.
2. In the Teams app, search for the person by email address, and send a request to chat.
3. Ask your Teams contact to send you a request to chat. If you don't receive their request, the problem is
your firewall settings (assuming they've already confirmed their firewall settings are correct).
4. Another way to test whether the problem is your firewall is to go to a wifi location not behind your
firewall. such as a coffee shop, and use Teams to send a request to your contact to chat. If the message
goes through at the wifi location, but does not when you're at work, then you know the problem is your
firewall.
Communicate with users in a Skype for Business Online organization

If you are setting up external access to let your Teams users find and contact users who are in a Skype for
Business organization that limits who can contact their users, follow the steps to set up external access from
your domain to the other organization's domain. Then ask the admin in the other organization to follow the
steps below to configure external access for Skype for Business Online.

Have the admin in that organization do these steps:
1. In the Microsoft 365 admin center, go to Admin Centers > Teams & Skype > Legacy portal.
2. In the Skype for Business admin center, choose Organization > External communications.
3. To set up communication with a specific business or with users in another domain, in the drop-down box,
choose On only for allowed domains.
OR, if they want to enable communication with everyone else in the world who has open Skype for
Business policies, choose On except for blocked domains. This is the default setting.
4. Under Blocked or allowed domains, choose +, and then add the name of the domain you want to
allow.
Related topics
For information about guest access in Microsoft Teams, see Manage guest access in Microsoft Teams.
Turn on inline message translation in Microsoft Teams
Inline message translation is a new Microsoft Teams feature that lets users automatically translate Teams messages
into the language specified by their personal language settings for Office 365.
Inline message translation is being rolled out by default for your organization. If you want to allow users to use this
feature within the Teams client, you must turn this setting on.
NOTE
This rollout is excluded from Office 365 subscriptions in our Office 365 Government Community Cloud and Office 365
Germany environments.
Use PowerShell to turn on inline message translation

You can use the messaging policy to turn on the inline message translation.
Turn on the policy by using the Set-CsTeamsMessagingPolicy cmdlet. The policy takes a few minutes to apply.
Users might need to sign out and sign back in to Teams.
Use the Microsoft Teams admin center to turn on inline message

translation
In the Microsoft Teams admin center, select Messaging Policies from the left navigation, then either create a
new policy or edit an existing policy, and set the Allow users to translate messages option to On.
NOTE
The service does the translation and delivers it to the client with no effect on the content captured in the compliance records.
To learn more about translation, see What is Microsoft Translator?.
Use Microsoft Teams scoped directory search
Microsoft Teams scoped directory search allows organizations to create virtual boundaries that control how users
can find and communicate with other users in their organization.
Microsoft Teams lets organizations provide custom views of the directory to their users. Microsoft Teams uses
Exchange address book policies to support these custom views. Once the policies are enabled, the results returned
by searches for other users (for example, to initiate a chat or to add members to a team) will be scoped according
to the configured policies. Users will not be able to search or discover teams when scoped search is in effect.
When should you use scoped directory searches?

Scenarios that benefit from scoped directory searches are similar to address book policy scenarios. For example,
you may want to use scoped directory search in the following situations:
Your organization has multiple companies within its tenant that you want to keep separate.
Your school wants to limit chats between faculty and students.
To learn how to use address book policies, read Address book policies in Exchange Online.
IMPORTANT
Address book policies provide only a virtual separation of users from directory perspective. Users can still initiate
communications with others by providing complete email addresses. It is also important to note that any user data that had
already been cached, prior to the enforcement of new or updated address book policies, will remain available to users for up
to 30 days.
Turn on scoped directory search

1. Use address book policies to configure your organization into virtual subgroups. For more information, see
Procedures for address book policies.
2. In the Microsoft Teams admin center, select Org-wide settings > Teams settings.
3. Under Search, next to Scope directory search in Teams using an Exchange address book policy
(APB ), turn the toggle On.
Microsoft Teams analytics and reporting
A new analytics and reporting experience for Microsoft Teams is available in the Microsoft Teams admin center.
You can run different reports to get insights into how users in your organization are using Teams. For example,
you can see how many users communicate through channel and chat messages and the kinds of devices they use
to connect to Teams. Your organization can use the information from the reports to better understand usage
patterns, help make business decisions, and inform training and communication efforts.
How to access the reports

To access the reports, you must be a global admin in Office 365, Teams service admin, or Skype for Business
admin. Go to the Microsoft Teams admin center, in the left navigation, select Analytics & reports, and then under
Report, choose the report you want to run.
NOTE
The reports in the Microsoft Teams admin center are separate from the activity reports for Teams that are part of the Office
365 reports in the Microsoft 365 admin center. For more information about the activity reports in the Microsoft 365 admin
center, see Teams activity reports in the Microsoft 365 admin center
Teams reporting reference

Here's a list of the Teams reports available in the Microsoft Teams admin center and an overview of the
information that's available in each report.
We're continually improving the Teams reporting experience and adding features and functionality. Over time,
we'll be building additional capabilities into the reports and adding new reports in the Microsoft Teams admin
center.
REPORT WHAT'S MEASURED?
Teams usage report Active users

Active users in teams and channels
Active channels
Messages
Privacy setting of teams
Guests in a team
Teams user activity report 1:1 calls a user participated in

Messages a user posted in a team chat
Messages a user posted in a private chat
Last activity date of a user
Teams device usage report Windows users

Mac users
iOS users
Android phone users
REPORT WHAT'S MEASURED?
Teams live event usage report Total views

Start time
Event status
Organizer
Presenter
Producer
Recording setting
Production type
NOTE
The Teams reports show data for active users and active teams. For example, if a user in your organization isn't active in
Teams during the date range that you specified for a report, data for that user isn't included in that report.
Microsoft Teams usage report
The Teams usage report in the Microsoft Teams admin center gives you an overview of the usage activity in Teams,
including the number of active users and channels, so you can quickly see how many users across your
organization are using Teams to communicate and collaborate. You can view usage information for teams,
including the number of active users and channels, guests, and messages in each team.
View the report

1. In the left navigation of the Microsoft Teams admin center, click Analytics & reports, and then under
Report, select Teams usage.
2. Under Date range, select a range, and then click Run report.
Interpret the report

CALLOUT DESCRIPTION
1 The Teams usage activity report can be viewed for trends over
the last 7 days or 28 days.
2 Each report has a date for when this report was generated.
The reports usually reflect a 24 to 48 hour latency from time
of activity.
CALLOUT DESCRIPTION
3 The X axis on the chart is the selected date range for

the report.
The Y axis is the count of active items or activity.
Hover over the dot representing an item or activity on a given
date to see the number of instances of that item or activity on
that given date.
4 You can filter what you see on the chart by clicking an item in
the legend. For example, click Total active users, Teams &
Channels active users, Active channels, or Messages to see
only the info related to each one. Changing this selection
doesn’t change the information in the table.
5 The table gives you a breakdown of usage by team.

Team name is the display name of the team. You can
click the team name to go to the team's settings page
in the Microsoft Teams admin center.
Privacy refers to whether the team is a private team
or public team.
Active users is the number of active users in the team
in the specified time period.
Guests is the number of guests in the team in the
specified time period.
Note that if a user account no longer exists in Azure AD, the
user name is displayed as "--" in the table.
To see the information that you want in the table, make sure
to add the columns to the table.
6 Select Edit columns to add or remove columns in the table.
7 You can export the report to a CSV file for offline analysis.
Click Export to Excel, and then on the Downloads tab, click
Download to download the report when it's ready.
Related topics
Teams analytics and reporting
Microsoft Teams user activity report
The Teams user activity report gives you insight into the types of activities that users in your organization perform
in Teams. For example, you can see how many users communicate through 1:1 calls, how many users
communicate through channel messages, and how many users engage in private chat messages.
View the report

Report, select Teams user activity.

CALLOUT DESCRIPTION
1 The Teams user activity report can be

viewed for trends over the last 7 days
or 28 days.
2 Each report has a date for when this

report was generated. The reports
usually reflect a 24 to 48 hour latency
from time of activity.
CALLOUT DESCRIPTION
3 The X axis on the charts is the

selected date range for the
specific report.
The Y axis is the number of
users participating in the
activity.
Hover over the dot representing an
activity on a given date to see the
number of instances of that activity on
that given date.
4 You can filter what you see on the chart

by clicking an item in the legend. For
example, click 1:1 calls, Channel
messages, or Chat messages to see
only the info related to each one.
Changing the selection doesn’t change
the information in the table.
5 The table gives you a breakdown of

usage by user.
Display name is the display
name of the user. You can click
the display name to go to the
user's setting page in the
1:1 calls is the number of 1:1
calls that the user participated in
during the specified time period.
Channel messages is the
number of unique messages
that the user posted in a team
chat during the specified time
period.
Chat messages is the number
of unique messages that the
user posted in a private chat
during the specified time period.
Last activity is the last date
(UTC) that the user participated
in a Teams activity.
Note that if a user account no longer
exists in Azure AD, the user name is
displayed as "--" in the table.
To see the information that you want in

the table, make sure to add the
columns to the table.
6 Select Edit columns to add or remove

columns in the table.
CALLOUT DESCRIPTION
7 You can export the report to a CSV file

for offline analysis. Click Export to
Excel, and then on the Downloads tab,
click Download to download the report
when it's ready.
When you view the report in Excel,

you'll also see an Id column, which
represents the team ID. A team ID is
typically an alphanumeric string. If the
Id column shows as \n, this means that
a user requested their information to be
deleted.
Related topics
Microsoft Teams device usage report
The Teams device usage report in the Microsoft Teams admin center provides you with information about how
users connect to Teams. You can use the report to see the devices that are used across your organization, including
how many use Teams from their mobile devices when on-the-go.
View the report

Report, select Teams device usage.

CALLOUT DESCRIPTION
1 The Teams device usage report can be viewed for trends over
the last 7 days or 28 days.
2 Each report has a date for when the report was generated.
of activity.
CALLOUT DESCRIPTION
3 The X axis on the chart represents the different devices

(Windows, Mac, iOS, Android Phone) used to
connect to Teams.
The Y axis is the number of users using the device over
the selected time period.
Hover over the bar representing a device to see the number
of users using the device to connect to Teams.
4 The table gives you a breakdown of device usage by user.

Display name is the display name of the user. You can
click the display name to go to the user's setting page
Windows is selected if the user was active in the
Teams desktop client on a Windows-based computer.
Mac is selected if the user was active in the Teams
desktop client on a macOS computer.
iOS is selected if the user was active on the Teams
mobile client for iOS.
Android phone is selected if the user was active on
the Teams mobile client for Android.
Last activity is the last date (UTC) that the user
participated in a Teams activity.
6 You can export the report to a CSV file for offline analysis.
Click Export to Excel, and then on the Downloads tab, click
Download to download the report when it's ready.
Related topics
Microsoft Teams live event usage report
The Teams live event usage report in the Microsoft Teams admin center shows you the activity overview for live
events held in your organization. You can view usage information, including event status, start time, views, and
production type for each event. You can gain insight into usage trends and see who in your organization schedules,
presents, and produces live events.
View the report

Report, select Teams live event usage.
2. Under Date range, select a predefined range or set a custom range. You can set a range to show data up to
a year, six months before and after the current date.
3. (Optional) Under Organizer, you can choose to show only live events organized by a specific user.
4. Click Run report.

CALLOUT DESCRIPTION
1 The Teams live event report can be viewed for trends over the
last 7 days, 28 days, or a custom date range that you set.
2 Each report has a date for when it was generated. The report
reflects near real time activity when the page is refreshed.
CALLOUT DESCRIPTION
3 The X axis on the chart is the selected date range for

the report.
The Y axis is the total view count.
Hover over the dot on a given date to see the number of
views across all live events on that date.
4 The table gives you a breakdown of each live event.

Event is the display name of the live event. Click the
the event name to get more details about the event.
Start Time refers to the start date and time of the
event.
Event Status shows whether the event has taken
place.
Organizer is the name of the event organizer.
Presenters are the names of the event presenters.
Producers are the names of the event producers.
Views is the number of unique views.
Recording shows whether the recording setting is on
or off.
Production Type shows whether the event is
produced in Teams or by an external application or
device.
View event details

The live event details page gives you a summary of the details of a live event and lists all the files, including
transcripts and recordings, associated with the event. Click a file name to view or download the file.
If your organization is enabled for Hive eCDN or Kollective eCDN, you can get additional attendee analytics by
clicking the partner report link.
Related topics
Use activity reports for Microsoft Teams
You can use activity reports in the Microsoft 365 admin center to see how users in your organization are using
Microsoft Teams. For example, if some don’t use Microsoft Teams yet, they might not know how to get started or
understand how they can use Teams to be more productive and collaborative. Your organization can use the
activity reports to decide where to prioritize training and communication efforts.
How to view the Teams reports in the Reports dashboard

1. In the Microsoft 365 admin center, select Reports > Usage.
2. On the Usage page, choose Select a report, and then under Microsoft Teams in the list of reports,
choose the report you want to view.
Teams activity reports that are available

There are currently two activity reports you can view:
The Teams user activity report gives you a view of the most common activities that your users perform in Teams.
This includes how many people engage in a chat in a channel, how many communicate via private chat message,
and how many participate in calls or meetings. You can see this information for your whole organization, as well
as for each individual user.
Interpret the Microsoft Teams user activity report

You can get a view into Teams user activity by looking at the Activity and Users charts.
CALLOUT DESCRIPTION
1 The Teams user activity report can be viewed for trends over
the last 7 days, 30 days, 90 days, or 180 days. However, if
you click into a particular time range in the report, the table
(7) will show data for 30 days, up to the date (2) for when the
report was generated.
of activity.
3 The Activity view shows you the number of Microsoft Teams

activities by activity type. The activity types are number of
team chat messages, private chat messages, calls, and
meetings.
4 The Users view shows you the number of users by activity

type. The activity types are number of team chat messages,
private chat messages, calls, and meetings.
5 The X axis on the charts is the selected date range for the
specific report.
On the Activity chart, the Y axis is the count of the
specified activity.
On the Users chart, the Y axis is the number of users
participating in teams chats, private chats, calls, or
meetings.
6 You can filter the series you see on the chart by clicking on an
item in the legend. For example, on the Activity chart, click or
tap Channel messages, Chat messages, Calls, or Meetings
to see only the info related to each one. Changing this
selection doesn’t change the information in the grid table.
CALLOUT DESCRIPTION
7 The list of active teams across the widest (180-day) reporting

time frame. The activity count will vary according to the date
selection.
To see the following information the table, make sure you add
the columns to the table.
Username is the email address of the user. You can
display the actual email address or make this field
anonymous.
Last Activity Date (UTC) refers to the last date that
the user participated in a Microsoft Teams activity.
Channel messages is the number of unique messages
that the user posted in a team chat during the
Chat messages is the number of unique messages
that the user posted in a private chat during the
Calls is the number of calls that the user participated
in during the specified time period.
Meetings is the number of online meetings that the
user participated in during the specified time period.
Other activity is the number of other team activities
by the user some of which include, and not limited to:
liking messages, apps, working on files, searching,
following teams and channel and favoriting them.
Deleted indicates if the team is deleted. If the team is
deleted, but had activity in the reporting period, it will
show up in the grid with deleted set to true.
Deleted date is the date that the user was deleted.
Product assigned is the list of products that are
assigned to the user.
If your organization's policies prevents you from viewing
reports where user information is identifiable, you can change
the privacy setting for all these reports. Check out the How
do I hide user level details? section in the Activity Reports
in the Microsoft 365 Admin Center Preview.
8 Click or tap Columns to add or remove columns in the table.
9 Click or tap Export to export report data to an Excel .csv file.

This exports data of all users and enables you to do simple
sorting and filtering for further analysis. If you have less than
2,000 users, you can sort and filter within the table in the
report itself. If you have more than 2,000 users, you will have
to export the data to filter and sort the report.

The Teams device usage report provides you with information about how your users connect to Teams, including
mobile apps. The report helps you understand which devices are popular in your organization and how many
users work on the go.
Interpret the Microsoft Teams device usage report
You can get a view into Teams device usage by looking at the Users and Distribution charts.
CALLOUT DESCRIPTION
1 The Teams device report can be viewed for trends over the
last 7 days, 30 days, 90 days, or 180 days. However, if you
click into a particular time range in the report, the table (7)
will show data for 30 days, up to the date (2) for when the
report was generated.
of activity.
3 The Users view shows you the number of daily users by

device type.
CALLOUT DESCRIPTION
4 The Distribution view shows you the number of users by

device over the selected time period.
5 On the Users chart, the X axis is the selected date

range for the report and the Y axis is the number of
users by device type.
On the Distribution chart, the X axis shows the
different devices used to connect to Teams and the Y
axis is the number of users using the device.
6 You can filter the series you see on the chart by clicking on an
item in the legend. For example, on the Distribution chart,
click or tap Windows, Mac, Web, iOS, or Android to see
only the info related to each one. Changing this selection
doesn’t change the information in the grid table.
7 The list of active teams across the widest (180-day) reporting

time frame. The activity count will vary according to the date
selection.
To see the following information in the table, make sure you

add the columns to the table.
Username is the email address of the user. You can
display the actual email address or make this field
anonymous.
Last Activity Date (UTC) refers to the last date that
the user participated in a Teams activity.
Deleted indicates if the team is deleted. If the team is
deleted, but had activity in the reporting period, it will
show up in the grid with deleted set to true.
Deleted date is the date that the user was deleted.
Windows is selected if the user was active in the
Teams desktop client on a Windows-based computer.
Mac is selected if the user was active in the Teams
desktop client on a macOS computer.
Web is selected if the user was active on the Teams
web client.
iOS is selected if the user was active on the Teams
mobile client for iOS.
Android phone is selected if the user was active on
the Teams mobile client for Android.
If your organization's policies prevents you from viewing
reports where user information is identifiable, you can change
the privacy setting for all these reports. Check out the How
do I hide user level details? section in the Activity Reports
in the Microsoft 365 Admin Center Preview.
8 Click or tap Columns to add or remove columns in the table.

CALLOUT DESCRIPTION
9 Click or tap Export to export report data to an Excel .csv file.

This exports data of all users and enables you to do simple
sorting and filtering for further analysis. If you have less than
2,000 users, you can sort and filter within the table in the
report itself. If you have more than 2,000 users, you will have
to export the data to filter and sort the report.
Who can access the Teams activity reports

The activity reports can be accessed by users that are assigned:
Office 365 global admin role
Product-specific admin role (Exchange, Skype for Business, or SharePoint)
Reports reader role
Reports reader role
You can assign the Reports reader role to non-IT staff who you want to have access to these reports. By assigning
this role to training managers or business stakeholders, you can make sure that they have access to the insights
that are helpful to drive and track adoption of Teams.
Other information on the Reports dashboard

At-a-glance activity widget
The Reports dashboard includes the usage data from Teams in the at-a-glance activity widget, which gives you a
cross-product view of how users communicate and collaborate using the other various services in Office 365.
Teams activity card

The Teams activity card on the Reports dashboard gives you an overview of the activity in Teams, including the
number of active users, so that you can quickly understand how many users are using the service. Clicking the
activity card on the dashboard takes you to the Teams user activity report.
Meetings and conferencing in Microsoft Teams
You've completed Get started. You've rolled out Teams with chat, teams, channels, & apps across your
organization. Now you're ready to add the meetings workload, including audio conferencing, video, and sharing.
Here's how.
Meetings and conferencing deployment decisions

Teams provides a great out-of-the-box experience for your organization, and most organizations find that the
default settings work for them. This article helps you decide whether to change any of the default settings, based
on your organization's profile and business requirements, then it walks you through each change. We've split the
settings into two groups, starting with the core set of changes you're more likely to make. The second group
includes the additional settings you may want to configure, based on your organization's needs.
TIP
Watch the following session to learn more about Meetings: Introduction to Meetings in Microsoft Teams for IT Pros
Meetings and conferencing prerequisites

Before scaling your meetings deployment across your organization, take time to review and confirm that your
environment is ready to provide users with the best possible experience. Review the following information and
make any required changes to your environment as needed.
To get the best experience on Teams, your organization must have deployed Exchange Online and SharePoint
Online, and you must have a verified domain for O365 such as contoso.com.
To scale meetings across your organization you should ensure that all user locations have internet access to
connect to the Office 365 Services. At a minimum you should make sure that the following common ports are
open to the internet from your user’s locations:-
TCP ports 80 and 443 outgoing from clients that will use Teams
UDP ports 3478 through 3481 outgoing from clients that will use Teams
You can use the Network Testing Companion to confirm that your network locations are ready for the voice and
video traffic that will support your meetings experience.
ASK YOURSELF ACTION
Is my network ready for Teams meetings deployment? To verify that your network is ready, see:
Prepare your organization's network for Microsoft
Teams

These are the settings that most organizations want to change (if the Teams default settings don't work for the
organization).
ASK YOURSELF ACTION

Specialist role?
Meetings settings
Meetings settings are used to control whether anonymous users can join Teams meetings, set up meeting
invitations, and if you want to turn on Quality of Service (QoS ), set the ports for real-time traffic. These settings
will be used for all of the Teams meetings that users schedule in your organization.
ASK YOURSELF ACTION
Will I customize the initial meeting settings? See the Meetings in Teams tutorial to learn more about
meetings settings.
Will I implement QoS? See Quality of Service in Microsoft Teams for information
about QoS concepts. scenarios, and implementation.
Meeting policies
Meeting policies are used to control what features are available to users when they join Teams meetings. You can
use the default policy or create one or more custom meeting policies for people that host meetings in your
organization. To learn more, see the Meetings in Microsoft Team tutorial.
ASK YOURSELF ACTION
Will I customize the initial meeting policies?

Do I require multiple meeting policies? Read Manage meeting policies in Teams.
How will I determine which groups of users get which
meetings policy applied?
Audio Conferencing
Audio Conferencing provides organizations with additional entry points to any meeting (ad hoc or scheduled) by
allowing meeting participants to join via public switched telephone network (PSTN ) by dialing in using a
traditional land line, private branch exchange (PBX), or mobile phone.
When you're ready to roll out Audio Conferencing, see the in-depth Audio Conferencing rollout guidance.
Meeting room and personal devices
For an optimal meeting experience in Teams, consider using Teams devices such as room systems, phones,
headsets, and cameras. To learn more, see Teams devices for intelligent communications.
ASK YOURSELF ACTION
Will I purchase personal devices for my users? Read Manage your devices in Teams.
Will I purchase and deploy room system devices for my Read Meeting room devices and solutions.
conference rooms?
Reporting
Use activity reports to see how users in your organization are using Teams. For example, if some don’t use Teams
yet, they might not know how to get started or understand how they can use Teams to be more productive and
collaborative. Your organization can use the activity reports to decide where to prioritize training and
communication efforts.
ASK YOURSELF ACTION
Who will be responsible for reporting? Read Use activity reports for Teams.
Who will be responsible for monitoring usage? Read Monitor usage and feedback in Teams.

Bandwidth planning
Bandwidth planning lets organizations estimate the bandwidth that will be required to support meetings across
their wide area networks and internet links so they can confirm that the network is correctly provisioned to
support a scaled out meeting service.
ASK YOURSELF ACTION
Do I need to do bandwidth planning prior to and during my See Network Readiness for more information and links to
Meetings rollout? tools to simplify your planning process.
Meeting recording and archiving

Users can record their meetings and group calls to capture audio, video, and screen sharing activity. There is also
an option for recordings to have automatic transcription, so that users can play back meeting recordings with
closed captions and search for important discussion items in the transcript. The recording happens in the cloud
and is saved in Microsoft Stream, so users can share it securely across their organization. To find the recording
for a meeting, go to the meeting conversation.
To learn more, see Teams cloud meeting recording.
ASK YOURSELF ACTION
Will I turn on the meeting transcription service? See Turn on or turn off recording transcription
Live events policies
Teams live events policies are used to manage event settings for groups of users. You can use the default policy
or create additional policies that can be assigned to users who hold live events within your organization.
ASK YOURSELF ACTION
Will my organization use Teams live events? See the live events articles for more information about
planning for, setting up, and configuring Teams live events.
Conference room systems rollout

Organizations with many conference rooms may want to consider a structured approach to inventorying their
rooms, identifying the appropriate devices, and then rolling them out.
ASK YOURSELF ACTION
What do I need to do to roll out conference room systems? Check out the Plan Microsoft Teams Rooms articles.
Cloud video interop

Cloud video interop makes it possible for third-party meeting room devices to join Teams meetings.
Video teleconferencing with content collaboration helps you make the most out of meetings. However, meeting
room systems and devices are expensive to upgrade. Cloud video interop for Teams works with third-party
systems and delivers a native meeting experience for all participants – in meeting rooms or inside Teams clients.
ASK YOURSELF ACTION
Will I use a cloud video interop solution as part of my room Read Cloud Video Interop for Teams.
systems deployment?
Personal device rollout

When planning a larger rollout of personal devices to support meetings or voice deployments, consider using a
repeatable site-by-site rollout process that delivers repeatable quality.
ASK YOURSELF ACTION
Will I use a site-by-site approach to roll out Meetings? The Site enablement playbook for Teams provides a good
foundation that you can use for your own deployments. The
guide is focused on voice, but the general principles of device
delivery, account readiness, adoption, and training apply to a
large meeting deployment.
Troubleshoot meeting and call quality

Teams gives you two ways to monitor and troubleshoot call quality problems: Call Analytics and Call Quality
Dashboard. Call Analytics shows detailed information about the devices, networks, and connectivity related to the
specific calls and meetings for each user. Call Analytics is designed to help admins and helpdesk agents
troubleshoot call quality problems with specific calls, whereas the Call Quality Dashboard is designed to help
admins and network engineers optimize a network. Call Quality Dashboard shifts focus from specific users and
instead looks at aggregate information for an entire Teams organization.
ASK YOURSELF ACTION
Who will be responsible for monitoring and troubleshooting Read Use Call Analytics to troubleshoot poor call quality for
call quality issues? information about permission levels required to troubleshoot
call quality issues.
Operate your meetings service

It’s important that you understand the overall health of the Teams service so that you can proactively alert others
in your organization of any event that affects the service. The Operate my service articles provide in-depth
guidance for service operations.
ASK YOURSELF ACTION
Who in my organization will be responsible for managing the Make sure this person has the Teams admin permissions they
meetings service? need in order to manage your meetings service. To learn
more about Teams administrator roles see Use Microsoft
Teams admin roles to manage Teams.
Next steps
Drive adoption of meetings & conferencing throughout your organization.
Add audio conferencing
Manage meeting policies in Teams
Meeting policies are used to control the features that are available to meeting participants for meetings that are
scheduled by users in your organization. After you create a policy and make your changes, you can then assign
users to the policy. You manage meeting policies in the Microsoft Teams admin center or by using PowerShell.
You can implement policies in the following ways, which affect the meeting experience for users before a meeting
starts, during a meeting, or after a meeting.
IMPLEMENTATION TYPE DESCRIPTION
Per-organizer When you implement a per-organizer policy, all meeting

participants inherit the policy of the organizer. For example,
Automatically admit people is a per-organizer policy and
controls whether users join the meeting directly or wait in the
lobby for meetings scheduled by the user who is assigned the
policy.
Per-user When you implement a per-user policy, only the per-user

policy applies to restrict certain features for the organizer
and/or meeting participants. For example, Allow Meet now is
a per-user policy.
Per-organizer and per-user When you implement a combination of a per-organizer and

per-user policy, certain features are restricted for meeting
participants based on their policy and the organizer's policy.
For example, Allow cloud recording is a per-organizer and
per-user policy. Turn on this setting to allow the meeting
organizer and participants to start and stop a recording.
By default, a policy named Global (org-wide default) is created. All users in your organization will be assigned this
meeting policy by default. You can either make changes to this policy or create one or more custom policies and
assign users to them. When you create a custom policy, you can allow or prevent certain features from being
available to your users, and then assign it to one or more users who will have the settings applied to them.
Change or create a meeting policy

To change or create a meeting policy, go to the Microsoft Teams admin center > Meetings > Meeting policies.
Select a policy from the list or select New policy. If you're creating a new policy, add a name and description. The
name can't contain special characters or be longer than 64 characters. Choose your settings, and then select Save.
For example, say you have a bunch of users and you want to limit the amount of bandwidth that their meeting
would require. You would create a new custom policy named "Limited bandwidth" and disable the following
settings:
Under Audio & video:
Turn off cloud recording
Turn off Allow IP video
Under Content sharing:
Disable screen sharing mode
Turn off whiteboard
Turn off shared notes
Then assign the policy to the users.
NOTE
A user can be assigned only one meeting policy at a time.
Assign a meeting policy to users

If you're applying the policy to one user, selectUsers on the left navigation pane, and then click the user's display
name. On the user's page, next to Assigned policies, select Edit. Then, in the Edit user policies pane, under
Meeting policy, select the meeting policy from the drop-down list, and then select Save. You can also assign
policies from the list of users. To do this, select the user by clicking to the left of the user's display name. Select
Edit settings. Then, on the Edit settings pane, under Meeting policy, select the policy from the drop-down list,
and then select Save.
If you're applying a policy to more than one user, selectUsers on the left navigation pane, and then select each
user by clicking to the left of the user name, and then click Edit settings. On the Edit Settings pane, under
Meeting policy, select the policy from the drop-down list, and then select Save.
You can also assign a meeting policy to one or more users as follows:
1. Go to Microsoft Teams admin center > Meetings > Meeting policies.
NOTE
You can't delete a policy if users are assigned to it. You must first assign a different policy to all affected users, and then you
can delete the original policy.
Meeting policy settings

When you select an existing policy on the Meeting policies page or select New policy to add a new policy, you
can configure settings for the following.
General
Audio & video
Content sharing
Participants & guests
Meeting policy settings - General

Allow Meet now in channels
Allow private Meet now (coming soon)
Allow the Outlook add-in
Allow channel meeting scheduling
Allow scheduling private meetings
Allow Meet now in channels
This is a per-user policy and applies before a meeting starts. This setting controls whether a user can start an ad-
hoc meeting in a Teams channel. If you turn this on, when a user posts a message in a Teams channel, the user can
click Meet now beneath the compose box to start an ad-hoc meeting in the channel.
Allow private Meet now (coming soon)

This is a per-user policy and applies before a meeting starts. This setting controls whether a user can start an ad
hoc private meeting.
Allow the Outlook add-in
This is a per-user policy and applies before a meeting starts. This setting controls whether Teams meetings can be
scheduled from within Outlook (Windows, Mac, web, and mobile).
If you turn this off, users are unable to schedule Teams meetings when they create a new meeting in Outlook. For
example, in Outlook on Windows, the New Teams Meeting option won't show up in the ribbon.
Allow channel meeting scheduling
This is a per-user policy and applies before a meeting starts. This setting controls whether users can schedule a
meeting in a Teams channel. If you turn this off, the Schedule a meeting option won't be available to the user
when they start a meeting in a Teams channel and the Select a channel to meet option won't be available to the
user when they schedule a meeting from Meetings in Teams.
Allow scheduling private meetings
This is a per-user policy and applies before a meeting starts. This setting controls whether users can schedule
private meetings in Teams. A meeting is private when it's not published to a channel in a team.
Note that if you turn off Allow scheduling private meetings and Allow channel meeting scheduling, the
Schedule a meeting option won't be available and users will be unable to schedule meetings in Teams.
Meeting policy settings - Audio & video

Allow transcription
Allow cloud recording
Allow IP video
Media bit rate (KBs)
Enable live captions (coming soon)
Allow transcription
This is a combination of a per-organizer and per-user policy. This setting controls whether captions and
transcription features are available during playback of meeting recordings. If you turn this off, the Search and CC
options won't be available during playback of a meeting recording. The person who started the recording needs
this setting turned on so that the recording also includes transcription.
Note that transcription for recorded meetings is currently only supported for users who have the language in
Teams set to English and when English is spoken in the meeting.
Allow cloud recording

This is a combination of a per-organizer and per-user policy. This setting controls whether this user's meetings can
be recorded. The recording can be started by the meeting organizer or by another meeting participant if the policy
setting is turned on for the participant and if they're an authenticated user from the same organization.
People outside your organization, such as federated and anonymous users, can't start the recording. Guest users
can't start or stop the recording.
Let's look at the following example.
USER MEETING POLICY ALLOW CLOUD RECORDING
Daniela Global False
Amanda Location1MeetingPolicy True
John (external user) Not applicable Not applicable
Meetings organized by Daniela can't be recorded and Amanda, who has the policy setting enabled, can't record
meetings organized by Daniela. Meetings organized by Amanda can be recorded, however, Daniela, who has the
policy setting disabled and John who is an external user, can't record meetings organized by Amanda.
To learn more about cloud meeting recording, see Teams cloud meeting recording.
Allow IP video
This is a combination of a per-organizer and per-user policy. Video is a key component to meetings. In some
organizations, admins might want more control over which users’ meetings have video. This setting controls
whether video can be turned on in meetings hosted by a user and in 1:1 calls and group calls started by a user.
Meetings organized by a user who has this policy enabled, allow video sharing in the meeting by the meeting
participants, if the meeting participants also have the policy enabled. Meeting participants who don't have any
policies assigned (for example, anonymous and federated participants) inherit the policy of the meeting organizer.
USER MEETING POLICY ALLOW IP VIDEO
Daniela Global True

USER MEETING POLICY ALLOW IP VIDEO
Amanda Location1MeetingPolicy False
Meetings hosted by Daniela allow video to be turned on. Daniela can join the meeting and turn on video. Amanda
can't turn on video in Daniela's meeting because Amanda’s policy is set to not allow video. Amanda can see videos
shared by other participants in the meeting.
In meetings hosted by Amanda, no one can turn on video, regardless of the video policy assigned to them. This
means Daniela can't turn on video in Amanda’s meetings.
If Daniela calls Amanda with video on, Amanda can answer the call with audio only. When the call is connected,
Amanda can see Daniela’s video, but can't turn on video. If Amanda calls Daniela, Daniela can answer the call with
video and audio. When the call is connected, Daniela can turn on or turn off her video, as needed.
Media bit rate (KBs)
This is a per-user policy. This setting determines the media bit rate for audio, video, and video-based app sharing
transmissions in calls and meetings for the user. It's applied to both the uplink and downlink media traversal for
users in the call or meeting. This setting gives you granular control over managing bandwidth in your
organization. Depending on the meetings scenarios required by users, we recommend having enough bandwidth
in place for a good quality experience. The minimum value is 30 Kbps and the maximum value depends on the
meeting scenario. To learn more about the minimum recommended bandwidth for good quality meetings, calls,
and live events in Teams, see Bandwidth requirements.
If there isn’t enough bandwidth for a meeting, participants see a message that indicates poor network quality.
For meetings that need the highest quality video experience, such as CEO board meetings and Teams live events,
we recommend you set the bandwidth to 10 Mbps. Even when the maximum experience is set, the Teams media
stack adapts to low bandwidth conditions when certain network conditions are detected, depending on the
scenario.
Enable live captions (coming soon)
This is a per-user policy and applies during a meeting. If this setting is on, the user sees an option to display
captions during a meeting.
Meeting policy settings - Content sharing

Screen sharing mode
Allow a participant to give or request control
Allow an external participant to give or request control
Allow PowerPoint sharing
Allow whiteboard
Allow shared notes
Allow chat in meetings (coming soon)
Screen sharing mode
This is a combination of a per-organizer and per-user policy. This setting controls whether desktop and/or window
sharing is allowed in the user's meeting. Meeting participants who don't have any policies assigned (for example,
anonymous, guest, B2B, and federated participants) inherit the policy of the meeting organizer.
SETTING VALUE BEHAVIOR
Entire screen Full desktop sharing and application sharing is allowed in the
meeting
SETTING VALUE BEHAVIOR
Single application Application sharing is allowed in the meeting
Disabled Screen sharing and application sharing turned off in the

meeting.
USER MEETING POLICY SCREEN SHARING MODE
Daniela Global Entire screen
Amanda Location1MeetingPolicy Disabled
Meetings hosted by Daniela allow meeting participants to share their entire screen or a specific application. If
Amanda joins Daniela’s meeting, Amanda can't share her screen or a specific application as her policy setting is
disabled. In meetings hosted by Amanda, no one is allowed to share their screen or a single application, regardless
of the screen sharing mode policy assigned to them. This means that Daniela can't share her screen or a single
application in Amanda’s meetings.
Currently, users can't play video or share their screen in a Teams meeting if they're using Google Chrome.
Allow a participant to give or request control
This is a per-user policy. This setting controls whether the user can give control of the shared desktop or window
to other meeting participants. To give control, hover over the top of the screen.
If this setting is turned on for the user, the Give Control option is displayed in the top bar in a sharing session.
If the settings is turned off for the user, the Give Control option isn't available.
ALLOW PARTICIPANT TO GIVE OR REQUEST

USER MEETING POLICY CONTROL
Daniela Global True
Babek Location1MeetingPolicy False
Daniela can give control of the shared desktop or window to other participants in a meeting organized by Babek
whereas Babek can't give control to other participants.
Allow an external participant to give or request control
This is a per-user policy. This setting controls whether external participants in a meeting can give control of their
shared desktop or window to other participants in the meeting. External participants in Teams meetings can be
categorized as follows:
Anonymous user
Guest users
B2B user
Federated user
Whether federated users can give control to external users while sharing is controlled by the Allow an external
participant to give or request control setting in their organization.
Allow PowerPoint sharing
This is a per-user policy. This setting controls whether the user can share PowerPoint slide decks in a meeting.
External users, including anonymous, guest, and federated users, inherit the policy of the meeting organizer.
USER MEETING POLICY ALLOW POWERPOINT SHARING
Daniela Global True
Amanda can't share PowerPoint slide decks in meetings even if she's the meeting organizer. Daniela can share
PowerPoint slide decks even if the meeting is organized by Amanda. Amanda can view the PowerPoint slide decks
shared by others in the meeting, even though she can't share PowerPoint slide decks.
Allow whiteboard
This is a per-user policy. This setting controls whether a user can share the whiteboard in a meeting. External
users, including anonymous, B2B, and federated users, inherit the policy of the meeting organizer.
USER MEETING POLICY ALLOW WHITEBOARD
Daniela Global True
Amanda can't share the whiteboard in a meeting even if she's the meeting organizer. Daniela can share the
whiteboard even if a meeting is organized by Amanda.
Allow shared notes
This is a per-user policy. This setting controls whether a user can create and share notes in a meeting. External
users, including anonymous, B2B, and federated users, inherit the policy of the meeting organizer. The Meeting
Notes tab is currently only supported in meetings that have less than 20 participants.
USER MEETING POLICY ALLOW SHARED NOTES
Daniela Global True
Daniela can take notes in Amanda's meetings and Amanda can't take notes in any meetings.
Allow chat in meetings (coming soon)
This is a per-organizer policy. This setting controls whether meeting chat is allowed in the user's meeting.
Meeting policy settings - Participants & guests

These settings control which meeting participants wait in the lobby before they are admitted to the meeting and
the level of participation they are allowed in a meeting.
Automatically admit people
Allow anonymous people to start a meeting
Allow dial-in users to bypass the lobby
Allow organizers to override lobby settings
NOTE
Options to join a meeting will vary, depending on the settings for each Teams group, and the connection method. If your
group has audio conferencing, and uses it to connect, see Audio Conferencing in Office 365. If your Teams group does not
have audio conferencing, refer to Join a meeting in Teams.
Automatically admit people

This is a per-organizer policy. This setting controls whether people join a meeting directly or wait in the lobby until
they are admitted by an authenticated user.
Meeting organizers can click Meeting Options in the meeting invitation to change this setting for each meeting
they schedule. (coming soon)
SETTING VALUE JOIN BEHAVIOR
Everyone All meeting participants join the meeting directly without

waiting in the lobby. This includes authenticated users,
federated users, guests, anonymous users, and people who
dial in by phone.
Everyone in your organization and federated Authenticated users within the organization, including guest
organizations users and the users from federated organizations, join the
meeting directly without waiting in the lobby. Anonymous
users and users who dial in by phone wait in the lobby.
SETTING VALUE JOIN BEHAVIOR
Everyone in your organization Authenticated users from within the organization, including
guest users, join the meeting directly without waiting in the
lobby. Federated users, anonymous users, and users who dial
in by phone wait in the lobby.
Allow anonymous people to start a meeting

This is a per-organizer policy. This setting controls whether anonymous people, including B2B, and federated
users, can join the user's meeting without an authenticated user from the organization in attendance.
Here's the join behavior of anonymous people when authenticated users are present in the meeting.
ALLOW ANONYMOUS PEOPLE TO START A

MEETING AUTOMATICALLY ADMIT PEOPLE JOIN BEHAVIOR OF ANONYMOUS PEOPLE
True Everyone Join directly
Everyone in your organization Wait in lobby
Everyone in your organization and Wait in lobby

federated organizations
False Everyone Join directly

Here's the join behavior of anonymous people when no authenticated users are present in the meeting.



False Everyone Wait in lobby. Users are automatically

admitted when the first authenticated
user joins the meeting.

Allow dial-in users to bypass the lobby (coming soon)

This is a per-organizer policy. This setting controls whether people who dial in by phone join the meeting directly
or wait in the lobby regardless of the Automatically admit people setting.
Here's the join behavior of people who dial in by phone.
ALLOW DIAL-IN USERS TO BYPASS THE

LOBBY AUTOMATICALLY ADMIT USERS JOIN BEHAVIOR OF PEOPLE WHO DIAL IN
Everyone in your organization Join directly
Everyone in your organization and Join directly

False Everyone Join directly

Allow organizers to override lobby settings (coming soon)

This is a per-organizer policy. This setting controls whether the meeting organizer can override the lobby settings
that an admin set in Automatically admit people and Allow dial-in users to bypass the lobby when they
schedule a new meeting.
Meeting organizers can click Meeting Options in the meeting invitation to change lobby settings for each
meeting they schedule.
Here's how this setting affects whether the meeting organizer can change the Automatically admit people
setting for each meeting the organizer schedules.
ALLOW ORGANIZERS TO OVERRIDE LOBBY

SETTINGS AUTOMATICALLY ADMIT PEOPLE BEHAVIOR
True Everyone Organizer can change the setting to

any other value.
ALLOW ORGANIZERS TO OVERRIDE LOBBY
SETTINGS AUTOMATICALLY ADMIT PEOPLE BEHAVIOR
Everyone in your organization Organizer can change the setting to

any other value.
Everyone in your organization and Organizer can change this to any other
federated organizations value.
False Everyone Organizer can change the setting to

any other value.
Everyone in your organization Organizer can change the setting to

Everyone in your organization.
Everyone in your organization and Organizer can't override the lobby

federated organizations setting.
Here's how this setting affects whether the meeting organizer can change the Allow dial-in users to bypass the
lobby setting for each meeting the organizer schedules.
ALLOW ORGANIZERS TO OVERRIDE LOBBY ALLOW DIAL-IN USERS TO BYPASS THE

SETTINGS LOBBY BEHAVIOR
True True Organizer can change the setting to

False.
True False Organizer can change the setting to

True.
False True Organizer can change the setting to

False.
False False Organizer can't override the lobby

setting and can't allow dial-in users to
bypass the lobby in the meeting.
Full article
Related topics
Messaging policies in Teams
Manage meeting settings in Microsoft Teams
As an admin, you use Teams meetings settings to control whether anonymous users can join Teams meetings,
customize meeting invitations, and if you want to enable Quality of Service (QoS ), set port ranges for real-time
traffic. These settings apply to all Teams meetings that users schedule in your organization. You manage these
settings from Meetings > Meeting settings in the Microsoft Teams admin center.
Allow anonymous users to join meetings

With anonymous join, anyone can join the meeting as an anonymous user by clicking the link in the meeting
invitation.

1. In the left navigation, go to Meetings > Meeting settings.
2. Under Participants, turn on Anonymous users can join a meeting.
If you don't want anonymous users to join meetings scheduled by users in your organization, turn off this setting.
Customize meeting invitations

You can customize Teams meeting invitations to meet your organization's needs. You can add your organization's
logo and include helpful information, such as links to your support website and legal disclaimer, and a text-only
footer.
Tips for creating a logo for meeting invitations
1. Create an image that's no more than 188 pixels wide by 30 pixels tall (it's quite small).
2. Save the image in JPG or PNG format.
3. Store the image in a central location that everyone in your organization can access, such as a network share.
Now you can add it to your meeting invitations. See the next steps.
Customize your meeting invitations
2. Under Email invitation, do the following:
Logo URL Enter the URL where your logo is stored.
Legal URL If your organization has a legal website that you want people to go to for any legal concerns,
enter the URL here.
Help URL If your organization has a support website that you want people to go to if they run into
issues, enter the URL here.
Footer Enter text that you want to include as a footer.
3. Wait an hour or so for the changes to propagate. Then schedule a Teams meeting to see what the meeting
invitation looks like.
Set how you want to handle real-time media traffic for Teams meetings
If you're using Quality of Service (QoS ) to prioritize network traffic, you can enable QoS markers and you can set
port ranges for each type of media traffic. Setting port ranges for different traffic types is only one step in handling
real-time media; see Quality of Service (QoS ) in Teams for much more detail.
IMPORTANT
If you enable QoS or change settings in the Microsoft Teams admin center for the Microsoft Teams service, you will also need
to apply matching settings to all user devices and all internal network devices to fully implement the changes to QoS in
Teams.

2. Under Network, do the following:
To allow DSCP markings to be used for QoS, turn on Insert Quality of Service (QoS ) markers for
real-time media traffic. You only have the option of using markers or not; you can't set custom markers
for each traffic type. See Select a QoS implementation method for more on DSCP markers.
To specify port ranges, next to Select a port range for each type of real-time media traffic, select
Specify port ranges, and then enter the starting and ending ports for audio, video, and screen sharing.
Selecting this option is required to implement QoS.
IMPORTANT
If you select Automatically use any available ports, available ports between 1024 and 65535 are used. Use this
option only when not implementing QoS.
Selecting a port range that is too narrow will lead to dropped calls and poor call quality. The recommendations below
should be a bare minimum.
If you are unsure what port ranges to use in your environment, the following settings are a good starting point. To
learn more, read Implement Quality of Service (QoS ) in Microsoft Teams. These are the required DSCP markings
and the suggested corresponding media port ranges used by both Teams and ExpressRoute.
Port ranges and DSCP markings
CLIENT SOURCE PORT

MEDIA TRAFFIC TYPE RANGE * PROTOCOL DSCP VALUE DSCP CLASS
Audio 50,000–50,019 TCP/UDP 46 Expedited Forwarding

(EF)
Video 50,020–50,039 TCP/UDP 34 Assured Forwarding

(AF41)
Application/Screen 50,040–50,059 TCP/UDP 18 Assured Forwarding

Sharing (AF21)
* The port ranges you assign cannot overlap and must be next to each other.
After QoS has been in use for a while, you'll have usage information on the demand for each of these three
workloads, and you can choose what changes to make based on your specific needs. Call Quality Dashboard will be
helpful with that.
Emails sent to users when their settings change in
Microsoft Teams
Emails will be automatically sent to users who are enabled for Audio Conferencing using Microsoft as the audio
conferencing provider.
By default, there are four types of email that will be sent to your users who are enabled for Audio Conferencing.
However, if you want to limit the number of emails sent to users, you can turn it off. Audio Conferencing in Office
365 will send email to your users' email when:
An Audio Conferencing license is assigned to them or when you are changing the audio
conferencing provider to Microsoft.
This email includes the conference ID, the default conference phone number for the meetings, the audio
conferencing PIN for the user, and the instructions and link to use the Skype for Business Online Meeting
Update Tool that is used to update existing meetings for the user. See Assign Microsoft Teams licenses or
Assign Microsoft as the audio conferencing provider.
NOTE
If your organization has been enabled for dynamic conference IDs, all of a user's meetings that they schedule will have
unique conference IDs. You can set up Audio Conferencing dynamic IDs in your organization.
Here is an example of this email:

To find out more about licensing, see Microsoft Teams add-on licensing.
The conference ID or default conference phone number of a user changes.
This email contains the conference ID, default conference phone number, and the instructions and link to use
the Skype for Business Online Meeting Update Tool that is used to update existing meetings for the user. But
this email doesn't include the user's audio conferencing PIN. See Reset a conference ID for a user.
The audio conferencing PIN of a user is reset.

This email contains the organizer's audio conferencing PIN, the existing conference ID, and default
conference phone number for the user. See Reset the Audio Conferencing PIN.
A user's license is removed or when audio conferencing provider changes from Microsoft to other
provider or None.
This happens when the Audio Conferencing license is removed from a user or when changing the audio
conferencing provider of a user from Microsoft to a third-party audio conferencing provider or when setting
the provider to None. This email contains the instructions and information for the user to use the Skype for
Business Online Meeting Update Tool to remove audio conferencing specific information, such as the default
conference phone number or conference ID.
See Assign or remove licenses for Office 365 for business.
NOTE
We are frequently updating how you can manage features, so the steps here might be a little different from what you see.
Make changes to the email messages that are sent to them
You can make changes to the email that is automatically sent to users. By default, the sender of the emails will be
from Office 365, but you can change the display name using Windows PowerShell. See the Microsoft Teams
PowerShell reference for more information.
What if you don't want email to be sent to them?

When you disable sending emails to users, email won't be sent even when a user gets assigned a license. In this
case, the conference ID, default conferencing phone number, and, more importantly, their audio conferencing PIN
won't be sent to the user. When this happens, you must tell the user by sending them a separate email or by calling
them.
By default, emails will be sent to your users, but if you want to prevent them from receiving email for audio
conferencing, you can use Microsoft Teams or Windows PowerShell.

1. In the left navigation, go to Meetings > Conference Bridges.
2. At the top of the Conference Bridges page, click Bridge settings.
3. In the Bridge settings pane, enable or disable Automatically send emails to users if their dial-in
settings change.
4. Click Save.
NOTE
Using Windows PowerShell

See the Microsoft Teams PowerShell reference for more information.
Want to know more about Windows PowerShell?

By default, the sender of the emails will be from Office 365, but you can change the email address and display
name using Windows PowerShell.
Windows PowerShell is all about managing users and what users are allowed or not allowed to do. With Windows
PowerShell, you can manage Office 365 using a single point of administration that can simplify your daily work
when you have multiple tasks to do. To get started with Windows PowerShell, see these topics:
Why you need to use Office 365 PowerShell
Best ways to manage Office 365 with Windows PowerShell
For more information about Windows PowerShell, see the Microsoft Teams PowerShell reference for more
information.
Related topics
Enable users to record their name when they join a
meeting in Microsoft Teams
When you are setting up Audio Conferencing in Office 365, you will receive phone numbers and what is called an
audio conferencing bridge. A conferencing bridge can contain one or more phone numbers that can be a dedicated
or shared phone number.
The conferencing bridge answers a call for a user who is dialing in to a meeting using a phone. The conferencing
bridge answers the caller with voice prompts from an auto attendant, and then, depending on their settings, can
play notifications, ask callers to record their name, and set up the PIN security for meeting organizers. PINs are
given to meeting organizers to allow them to start a meeting. However, you can set it up so a PIN isn't required to
start a meeting.
Set whether callers should record their name

3. Enable or disable Meeting entry and exit notifications.
4. If enabling notifications, choose Names or phone numbers under Entry/exit announcement type, and
then turn on Ask callers to record their name before joining a meeting.
5. Click Save.
NOTE

information.
Related topics
Turn on or off entry and exit announcements for
meetings in Microsoft Teams
When you are setting up Audio Conferencing in Office 365, you will get an audio conferencing bridge. A
conferencing bridge can contain one or more phone numbers that people will use to call in to a Microsoft Teams
meeting.
bridge answers the caller with voice prompts from a conferencing auto attendant, and then, depending on your
settings, can play notifications, ask callers to record their name, and set up the PIN security. A PIN is given to a
Microsoft Teams meeting organizer, and it allows them to start a meeting if they can't start the meeting using the
Microsoft Teams app. You can, however, set it so that a PIN isn't required to start a meeting.
NOTE
Setting meeting join options

2. At the top of the Conference Bridges page, click Bridge Settings.
3. In the Bridge settings pane, enable or disable Meeting entry and exit notifications. This is selected by
default. If you clear it, users who have already joined the meeting won't be notified when someone enters or
leaves the meeting.
4. Under Entry/exit announcement type, select Names or phone numbers or Tones.
5. If you chose Names or phone numbers, enable or disable Ask callers to record their name before
joining the meeting.
6. Click Save.

information.
Related topics
Configure desktop sharing in Microsoft Teams
Desktop sharing lets users present a screen or app during a meeting or chat. Admins can configure screen sharing
in Microsoft Teams to let users share an entire screen, an app, or a file. You can let users give or request control,
allow PowerPoint sharing, add a whiteboard, and allow shared notes. You can also configure whether anonymous
or external users can request control of the shared screen.
To configure screen sharing, you create a new meetings policy and then assign it to the users you want to manage.
In the Microsoft Teams admin center
1. Select Meetings > Meeting policies.
2. On the Meeting policies page, select New policy.
3. Give your policy a unique title and enter a brief description.

4. Under Content sharing, choose a Screen sharing mode from the drop-down list:
Entire screen – lets users share their entire desktop.
Single application – lets users limit screen sharing to a single active application.
Disabled – Turns off screen sharing.
5. Turn the following settings on or off:
Allow a participant to give or request control – lets members of the team give or request control of
the presenter’s desktop or application.
Allow an external participant to give or request control – lets guests and external (federated) users
give or request control of the presenter’s desktop or application.
Allow PowerPoint sharing - lets users create meetings that allow PowerPoint presentations to be
uploaded and shared.
Allow whiteboard – lets users share a whiteboard.
Allow shared notes – lets users take shared notes.
6. Click Save.
Use PowerShell to configure shared desktop

You can also use the Set-CsTeamsMeetingPolicy cmdlet to control desktop sharing. Set the following parameters:
Description
ScreenSharingMode
AllowParticipantGiveRequestControl
AllowExternalParticipantGiveRequestControl
AllowPowerPointSharing
AllowWhiteboard
AllowSharedNotes
Learn more about using the csTeamsMeetingPolicy cmdlet.
Teams cloud meeting recording
In Microsoft Teams, users can record their Teams meetings and group calls to capture audio, video, and screen
sharing activity. There is also an option for recordings to have automatic transcription, so that users can play back
meeting recordings with closed captions and search for important discussion items in the transcript. The recording
happens in the cloud and is saved to Microsoft Stream, so users can share it securely across their organization.
Related: Teams meeting recording end user documentation
Prerequisites for Teams cloud meeting recording

For a Teams user’s meetings to be recorded, Microsoft Stream must be enabled for the tenant. In addition, the
following prerequisites are required for both the meeting organizer and the person who is initiating the recording:
User has an Office 365 E1, E3, E5, A1, A3, A5, M365 Business, Business Premium or Business Essentials
User needs to be licensed for Microsoft Stream1
User has Microsoft Stream upload video permissions
User has consented to the company guidelines, if set up by the admin
User has sufficient storage in Microsoft Stream for recordings to be saved
User has TeamsMeetingPolicy-AllowCloudRecording setting set to true
User is not an anonymous, Guest, or federated user in the meeting
NOTE
Additionally, to allow the person initiating the recording to choose whether to automatically transcribe the recording, the
user's TeamsMeetingPolicy -AllowTranscription setting must be set to true
1User needs to be licensed to upload/download meetings to/from Microsoft Stream, however they do not need the
license to record a meeting. If you wish to block a user from recording a Microsoft Teams Meeting, you must grant
a TeamsMeetingPolicy that has AllowCloudRecording set to $False.
Set up Teams cloud meeting recording for users in your organization

This section explains how you can set up and plan for recording Teams meetings.
Enable Microsoft Stream for users in the organization
Microsoft Stream is available as part of eligible Office 365 subscriptions or as a standalone service. See the
Stream licensing overview for more details. Microsoft Stream is now included in Microsoft 365 Business, Office
365 Business Premium, and Office 365 Business Essentials.
Learn more about how you can assign licenses to users in Office 365 so that users can access Microsoft Stream.
Ensure that Microsoft Stream is not blocked for the users, as defined in this article.
Ensure that users have upload video permissions in Microsoft Stream
By default, everyone in the company can create content in Stream, once Stream is enabled and the license is
assigned to the user. A Microsoft Stream administrator can restrict employees for creating content in Stream. The
users who are in this restricted list will not be able to record meetings.
Notify employees to consent to company guidelines in Microsoft Stream
If a Microsoft Stream administrator has set up company guideline policy and requires employees to accept this
policy before saving content, users must do so before recording in Microsoft Teams. Before you roll out the
recording feature in the organization, make sure users have consented to the policy.
Turn on or turn off cloud recording
Use the setting AllowCloudRecording in TeamsMeetingPolicy in Teams PowerShell to control whether a user’s
meetings are allowed to be recorded or not. You can learn more about managing TeamsMeetingPolicy with Office
365 PowerShell here.
Note that both the meeting organizer and the recording initiator need to have the recording permissions to record
the meeting. Unless you have assigned a custom policy to the users, the users get Global policy, which has
AllowTranscription disabled by default.
For a user to fall back to Global policy, use the following cmdlet to remove a specific policy assignment for a user:
Grant-CsTeamsMeetingPolicy -Identity {user} -PolicyName $null -Verbose
To change value of AllowCloudRecording in Global policy, use the following cmdlet:

Set-CsTeamsMeetingPolicy -Identity Global -AllowCloudRecording $false
SCENARIO STEPS
I want all users in my company to be able to record their 1. Confirm Global CsTeamsMeetingPolicy has
meetings AllowCloudRecording = True
2. All users have the Global CsTeamsMeetingPolicy OR
one of the CsTeamsMeetingPolicy policies with
AllowCloudRecording = True
I want the majority of my users to be able to record their 1. Confirm GlobalCsTeamsMeetingPolicy has
meetings but selectively disable specific users who are not AllowCloudRecording = True
allowed to record 2. Majority of the users have the Global
CsTeamsMeetingPolicy OR one of the
CsTeamsMeetingPolicy policies with
3. All other users have been granted one of the
AllowCloudRecording = False
I want recording to be 100% disabled 1. Confirm Global CsTeamsMeetingPolicy has

2. All users have been granted the Global
I want recording to be disabled for the majority of the users 1. Confirm Global CsTeamsMeetingPolicy has
but selectively enable specific users who are allowed to record AllowCloudRecording = False
2. Majority of the users have been granted the Global
SCENARIO STEPS
Turn on or turn off recording transcription

When users record their Teams meetings, they can confirm whether a transcript should automatically be generated
after the meeting is recorded. If admins have disabled transcription capability for the meeting organizer and the
recording initiator, the recording initiator will not get a choice to transcribe the meeting recordings.
Use the setting AllowTranscription in TeamsMeetingPolicy in Teams PowerShell to control whether a recording
initiator gets a choice to transcribe the meeting recording. You can learn more about managing
TeamsMeetingPolicy with Office 365 PowerShell here.
Unless you have assigned a custom policy to the users, they get Global policy, which has AllowTranscription
disabled by default.
For a user to fall back to Global policy, use the following cmdlet to remove a specific policy assignment for a user:
Grant-CsTeamsMeetingPolicy -Identity {user} -PolicyName $null -Verbose
To change value of AllowCloudRecording in Global policy, use the following cmdlet:

Set-CsTeamsMeetingPolicy -Identity Global -AllowTranscription $false
SCENARIO STEPS
I want all users in my company to be able to transcribe when 1. Confirm Global CsTeamsMeetingPolicy has
initiating recording of a meeting AllowTranscription = True
2. All users have the Global csTeamsMeetingPolicy OR
one of the CsTeamsMeetingPolicy policies with
AllowTranscription = True.
I want the majority of my users to be able to transcribe the 1. Confirm Global CsTeamsMeetingPolicy has
meeting recordings, but selectively disable specific users who AllowTranscription = True
are not allowed to transcribe 2. Majority of the users have the Global
CsTeamsMeetingPolicy policies with AllowTranscription
= True
= False
I want transcription of the recording to be 100% disabled 1. Confirm Global CsTeamsMeetingPolicy has
AllowTranscription = False
2. All users have been granted the Global
= False
SCENARIO STEPS
I want transcription to be disabled for the majority of the 1. Confirm Global CsTeamsMeetingPolicy has
users but selectively enable specific users who are allowed to AllowCloudRecording = False
transcribe 2. Majority of the users have been granted the Global
Planning for storage

The size of a 1-hour recording is 400 MB. Make sure you understand the capacity required for recorded files and
have sufficient storage available in Microsoft Stream. Read this article to understand the base storage included in
the subscription and how to purchase additional storage.
Manage meeting recordings

The meeting recordings are considered tenant-owned content. If the owner of the recording leaves the company,
the admin can open the recording video URL in Microsoft Stream in admin mode. The admin can delete the
recording, update any recording metadata, or change permissions for the recording video. Learn more about
admin capabilities in Stream.
Compliance and eDiscovery for meeting recordings

The meeting recordings are stored in Microsoft Stream, which is Office 365 Tier-C compliant. To support e-
Discovery requests for compliance admins who are interested in meeting or call recordings for Microsoft Streams,
the recording completed message is available in the compliance content search functionality for Microsoft Teams.
Compliance admins can look for the keyword "recording" in the subject line of the item in compliance content
search preview and discover meeting and call recordings in the organization. A prerequisite for them to view all
recordings is that they will need to be set up in Microsoft Stream with admin access. Learn more about assigning
admin permissions in Stream.

PowerShell, you can manage Office 365 and Skype for Business Online using a single point of administration that
can simplify your daily work, when you have multiple tasks to do. Windows PowerShell has many advantages in
speed, simplicity, and productivity over only using the Microsoft 365 admin center, such as when you are making
setting changes for many users at one time. To get started with Windows PowerShell, see these topics:
Set up your computer for Windows PowerShell
Use the Teams Meeting add-in in Outlook
The Teams Meeting add-in lets users schedule a Teams meeting from Outlook. The add-in is available for Outlook
on Windows, Mac, web, and mobile.
Teams Meeting add-in in Outlook for Windows

The Teams Meeting add-in is automatically installed for users who have Microsoft Teams and either Office 2010,
Office 2013 or Office 2016 installed on their Windows PC. Users will see the Teams Meeting add-in on the Outlook
Calendar ribbon.
NOTE
If users do not see the Teams Meeting add-in, instruct them to close Outlook and Teams, then restart the Teams client
first, then sign in to Teams, and then restart the Outlook client, in that specific order.
Windows 7 users must install the Update for Universal C Runtime in Windows in Windows for the Teams Meeting add-in
to work.
Teams Meeting add-in in Outlook for Mac

The Teams Meeting button in Outlook for Mac will appear in the Outlook for Mac ribbon if Outlook is running
Production Build 16.24.414.0 and later.
The meeting coordinates (the Teams join link and dial-in numbers) will be added to the meeting invite after the user
clicks Send.
Teams Meeting add-in in Outlook Web App

The Teams Meetings button in Outlook Web App will appear as part of new event creation if the user is on an early
version of the new Outlook on the web. See the Outlook Blog to learn about how users can try the early version of
the new Outlook on the web.
clicks Send.
Teams Meeting add-in in Outlook mobile (iOS and Android)

The Teams Meeting button shows up in latest builds of the Outlook iOS and Android app.
clicks Send.
Teams Meeting add-in in and FindTime for Outlook

FindTime is an add-in for Outlook that helps users reach a consensus on a meeting time across companies. Once
the meeting invitees have provided their preferred times, FindTime sends out the meeting invite on the user's
behalf. If the Online meeting option is selected in FindTime, FindTime will schedule a Skype for Business or
Microsoft Teams meeting. (FindTime will use whichever has been set by your organization as the default online
meeting channel.)
NOTE
If you saved a Skype for Business setting in your Findtime dashboard, FindTime will use that instead of Microsoft Teams. If
you want to use Microsoft Teams, delete the Skype for Business setting in your dashboard.
See Schedule meetings with FindTime for more information.
Authentication requirements
The Teams Meeting add-in requires users to sign in to Teams using Modern Authentication. If users do not use this
method to sign in, they’ll still be able to use the Teams client, but will be unable to schedule Teams online meetings
using the Outlook add-in. You can fix this by doing one of the following:
If Modern Authentication is not configured for your organization, you should configure Modern Authentication.
If Modern Authentication is configured, but they canceled out on the dialog box, you should instruct users to
sign in again using multi-factor authentication.
To learn more about how to configure authentication, see Identity models and authentication in Microsoft Teams.
Enable private meetings

Allow scheduling for private meetings must be enabled in the Microsoft Teams admin center for the add-in to
get deployed. In the admin center, go to Meetings > Meeting Policies, and in the General section, toggle Allow
scheduling private meetings to On.)
The Teams client installs the correct add-in by determining if users need the 32-bit or 64-bit version.
NOTE
Users might need to restart Outlook after an installation or upgrade of Teams to get the latest add-in.
Teams upgrade policy and the Teams Meeting add-in for Outlook
Customers can choose their upgrade journey from Skype for Business to Teams. Tenant admins can use the Teams
co-existence mode to define this journey for their users. Tenant admins have the option to enable users to use
Teams alongside Skype for Business (Islands mode).
When users who are in Island mode schedule a meeting in Outlook, they typically expect to be able to choose
whether to schedule a Skype for Business or a Teams meeting. In Outlook on the web, Outlook Windows, and
Outlook Mac, users see both Skype for Business and Teams add-ins when in Islands mode. Due to certain
limitations in the initial release, Outlook mobile can only support creating Skype for Business or Teams meetings.
See the following table for details.
COEXISTENCE MODE IN THE TEAMS ADMIN CENTER DEFAULT MEETINGS PROVIDER IN OUTLOOK MOBILE
Islands Skype for Business
Skype for Business only Skype for Business
Skype for Business with Teams collaboration Skype for Business
Skype for Business with Teams collaboration and meetings Teams
Teams only Teams
Other considerations
The Teams Meeting add-in is still building functionality, so be aware of the following:
The add-in is for scheduled meetings with specific participants, not for meetings in a channel. Channel meetings
must be scheduled from within Teams.
The add-in will not work if an Authentication Proxy is in the network path of user's PC and Teams Services.
Users can't schedule live events from within Outlook. Go to Teams to schedule live events. For more
information, see What are Microsoft Teams live events?.
Troubleshooting
If you cannot get the Teams Meeting add-in for Outlook to install, try these troubleshooting steps.
Ensure all available updates for Outlook desktop client have been applied.
Restart the Teams desktop client.
Sign out and then sign back in to the Teams desktop client.
Restart the Outlook desktop client. (Make sure Outlook isn’t running in admin mode.)
Make sure the logged-in user account name does not contain spaces. (This is a known issue, and will be fixed in
a future update.)
Make sure single sign-on (SSO ) is enabled.
If your administrator has configured Microsoft Exchange to control access to Exchange Web Server (EWS ), a
delegate won't be able to schedule a Teams meeting on behalf of the boss. The solution for this configuration is
under development and will be released in the future.
For general guidance about how to disable add-ins, see View, manage, and install add-ins in Office programs.
Learn more about meetings and calling in Microsoft Teams.
Set up the Call me feature for your users
In Microsoft Teams, the Call me feature gives users a way to join the audio portion of a meeting by phone. This is
handy in scenarios when using a computer for audio might not be possible. Users get the audio portion of the
meeting through their cell phone or land line and the content portion of the meeting—such when another meeting
participant shares their screen or plays a video—through their computer.
The user experience

Join a meeting by using phone for audio
Click Join to join a meeting, and then click Phone audio on the Choose your audio and video settings screen.
From here, users can have the meeting call and join them or dial in manually to the meeting.
Let the Teams meeting call

On the Use phone for audio screen, the user enters their phone number, and then clicks Call me. The meeting
calls the user and joins them to the meeting.
Dial in manually
Another way to join is to dial in directly to the meeting. On the Use phone for audio screen, click Dial in
manually to get a list of phone numbers to use to dial in to the meeting.
Get a call back when something goes wrong with audio during a meeting
If a user experiences audio issues when using their computer during a meeting, the user can easily switch to using
their phone for audio. Teams detects when an audio or device issue occurs and redirects the user to use their phone
by displaying a Call me back option.
Here's an example of the message and the Call me back option that's displayed when Teams doesn't detect a
microphone.
The user clicks Call me back, which brings up the Use phone for audio screen. From here, they can enter their
phone number and have the Teams meeting call and join them to the meeting or dial in manually to the meeting.
Set up the Call me feature

To enable the Call me feature for users in your organization, the following must be configured:
Audio Conferencing is enabled for users in your organization who schedule meetings (meeting organizers).
To learn more, see Set up Audio Conferencing for Teams and Manage the Audio Conferencing settings for a
user in Teams.
Users can dial out from meetings. To learn more, see Manage the Audio Conferencing settings for a user in
Teams.
If a user doesn't have dial out from meetings enabled, the Call me option isn't available and the user won't receive
a call to join them to the meeting. Instead, the user sees a list of phone numbers on the Use phone for audio
screen that they can use to dial in manually to the meeting on their phone.
Transform meeting spaces ranging from small huddle areas to large conference rooms with a rich, collaborative Teams
experience that's simple to use, deploy, and manage.
Start meetings on time with one-touch join, then instantly project to the display in the room and share to remote
participants.
Select the right system and audio video peripherals from one of our partners: Yealink, Logitech, Crestron, Polycom, Lenovo,
and HP.
Plan
Deploy
Manage
NOTE
Microsoft Teams Rooms is intended for use with Microsoft Teams, Skype for Business Online, Skype for Business Server 2019, or
Skype for Business Server 2015.
Earlier platforms like Lync Server 2013 aren't expected to work with Microsoft Teams Rooms.
These articles are intended for people tasked with planning, deploying, and managing these devices, and not for the users of the
system. Users will be more interested in the Microsoft Teams Rooms online help.
NOTE
Skype Room System (formerly Lync Room System) and Microsoft Teams Rooms are different products with different
dependencies and deployment procedures.
Manage the Whiteboard in Microsoft Teams
Microsoft Whiteboard is a free-form, digital canvas where people, content, and ideas come together. Whiteboard
integration in Microsoft Teams meetings is powered by the Whiteboard Web App (Preview ), which lets Teams
meeting participants draw, sketch, and write together on a shared digital canvas.
NOTE
Whiteboard integration in Teams meetings is currently in Commercial Preview, available for Microsoft Teams on Windows 10,
iOS, Android, and on the Web. It must be turned on in the Microsoft 365 admin center.
Users can share a whiteboard to make it available to all participants in a Teams meeting. That same whiteboard is
simultaneously available in all the Whiteboard applications on Windows 10, iOS, and the Web App (Preview ).
Turn on or turn off the Whiteboard app

To turn on or turn off the Whiteboard Web App (Preview ), do the following:
1. Go to the Microsoft 365 admin center.
2. Go to Settings > Services & add-ins.
3. On the Service & add-ins page, scroll down, and then choose Whiteboard.
4. To turn on the Whiteboard app, on the Whiteboard pane, switch Turn Whiteboard preview on or off for
your entire organization to On.
To turn off the Whiteboard app, on the Whiteboard pane, switch Turn Whiteboard preview on or off for
your entire organization to Off.
5. Click Save.
Whiteboard on Surface Hub

Before trying to use Microsoft Whiteboard, make sure that the Microsoft Whiteboard app is installed on your
Surface Hub device. If Whiteboard isn't installed, on the Surface Hub device, go to the Microsoft Store app, and get
Microsoft Whiteboard. For more information, go to Enable Microsoft Whiteboard on Surface Hub.
More information
For more information, see:
Use Whiteboard in Microsoft Teams
Enable Microsoft Whiteboard for your organization
Enable Microsoft Whiteboard on Surface Hub
Audio Conferencing in Microsoft Teams
Audio Conferencing is the ability to join a Teams meeting from a regular phone and dial out from a meeting to a
phone number. Be sure you've reviewed Meetings rollout as part of rolling out Audio Conferencing in your
organization.
Audio Conferencing deployment decisions

This article helps you decide whether to change any of the default Audio Conferencing settings, based on your
organization's profile and business requirements, then it walks you through each change. We've split the settings
into two groups, starting with the core set of changes you're more likely to make. The second group includes the
additional settings you may want to configure, based on your organization's needs.
You only need to set up Audio Conferencing for people who plan to schedule or lead meetings. Meeting attendees
who dial in don't need any licenses assigned to them or any other setup. Dialing in (calling in) to meetings is very
useful for users who are on the road and can't attend a meeting using the Skype for Business or Teams app on
their laptops or mobile devices.
Audio Conferencing prerequisites

Before you can roll out Audio Conferencing for Teams, consider the following:
ASK YOURSELF ACTION
Is Audio Conferencing available for my country/region? To find out if Audio Conferencing is available for your
country/region, see Country and region availability for Audio
Conferencing and Calling Plans.
Do my users have the proper licensing for Teams Audio Audio Conferencing licenses are available as part of an Office
Conferencing? 365 E5 subscription or as an add-on service for an Office 365
Business Premium, E1 or E3 subscription.
To get and assign licenses, see Try or purchase Audio
Conferencing in Office 365 and Assign or remove
licenses for Office 365 for business.
To learn more, read Microsoft Teams add-on licensing.
To see what cloud features are included in each Office
365 plan, see the License options based on your plan
articles.
Do I need to purchase Communications Credits for the users To learn more, read What are Communications Credits, then
who are assigned Audio Conferencing licenses? check out the Communications Credits section below.

After you meet the Audio Conferencing prerequisites, complete the following tasks to configure Audio
Conferencing for your users.
ASK YOURSELF ACTION

Specialist role?
Conferencing bridges and phone numbers

Conferencing bridges let people dial into meetings using a phone. You can use the default settings for a
conferencing bridge or change the phone numbers (toll and toll-free) and other settings, such as the PIN or the
languages that are used.
See Audio Conferencing in Office 365 to learn more.
ASK YOURSELF ACTION
Do I need to add new conferencing bridge numbers? To add new numbers, see Getting service phone numbers.
Will I need to modify the bridge settings? To modify the bridge settings, see Change the settings for an
Audio Conferencing bridge.
Do I need to port numbers to use with audio conferencing? To learn about porting phone numbers, read Transfer phone
numbers to Office 365.
Default and alternate languages

Teams Audio Conferencing lets you set up default and alternate languages for a conferencing bridge.
ASK YOURSELF ACTION
Which languages should I choose for auto attendant To choose languages, see Set auto attendant languages for
greetings? Audio Conferencing.
Conferencing bridge settings

After setting up your conferencing bridge, including default and alternate languages, you should verify that the
default settings such as entry/exit notifications and PIN length are the ones you want to use. If they're not, you can
change them.
ASK YOURSELF ACTION
Will attendees hear a notification when a user joins or exits a To change these settings, see Change the settings for an
meeting? Audio Conferencing bridge.
What is the required length of the PIN that a meeting

organizer uses to start the meeting?
ASK YOURSELF ACTION
Dial-in phone number settings for users who lead meetings

After you create your Audio Conferencing bridge, you need to set the toll and/or toll-free numbers that users who
lead meetings will use.
ASK YOURSELF ACTION
Which conference bridge numbers will I assign to each user To assign a dial-in phone number to a user, see Step 7: Assign
who leads meetings? dial-in phone numbers for users who lead meetings.
Communications Credits
To provide toll-free conference bridge phone numbers and to support conferencing dial-out to international
phone numbers, you must set up Communications Credits for your organization. To learn more about
Communications Credits, see What are Communications Credits?.
ASK YOURSELF ACTION
Are Communications Credits required for my Audio To find out if you need to set up Communications Credits, see
Conferencing implementation? Set up Communications Credits for your organization.
If they're required, how much should I purchase? To determine the Communications Credits amount, see
Recommended funding amounts.
Do I want to configure an auto-recharge amount? To configure an auto-recharge amount, see Set up

Communications Credits for your organization.

Outbound calling restriction policies
As an administrator, you can use outbound call controls to restrict the type of audio conferencing and end user
PSTN calls that can be made by users in your organization.
ASK YOURSELF ACTION
Will I limit the type of outbound calls that are allowed? To restrict outbound calls, see Outbound calling restriction
policies for Audio Conferencing and user PSTN calls.
Dial plans
A dial plan, as part of Phone System in Office 365, is a set of normalization rules that translate dialed phone
numbers into an alternate format (typically E.164 format) for call authorization and call routing.
For more information about dial plans, see What are dial plans?
ASK YOURSELF ACTION
Does my organization need a customized dial plan? To help determine if you need a custom dial plan, see
Planning for tenant dial plans.
Which users require a customized dial plan, and which tenant To add users to a customized dial plan using PowerShell, see
dial plan should be assigned to each user? Create and manage dial plans.
Troubleshoot meeting and call quality

Teams gives you two ways to monitor and troubleshoot call quality problems: Call Analytics and Call Quality
Dashboard. Call Analytics shows detailed information about the devices, networks, and connectivity related to the
specific calls and meetings for each user. Call Analytics is designed to help admins and helpdesk agents
troubleshoot call quality problems with specific calls, whereas the Call Quality Dashboard is designed to help
admins and network engineers optimize a network. Call Quality Dashboard shifts focus from specific users and
instead looks at aggregate information for an entire Teams organization.
ASK YOURSELF ACTION
Who will be responsible for monitoring and troubleshooting See Use Call Analytics to troubleshoot poor call quality for
call quality issues? information about permission levels required to troubleshoot
call quality issues.
Next steps
Drive adoption of audio conferencing in your organization.
Audio Conferencing in Office 365
Audio Conferencing in Office 365 lets users call in to meetings from their phones. Audio Conferencing allows up
to 250 phone attendees.
What is Audio Conferencing?

Calling in (dialing in) to meetings is very useful for users who are on the road and can't attend a meeting using the
Skype for Business or Microsoft Teams app on their laptops or mobile devices. But there are other scenarios in
which using a phone to attend a Skype for Business or Microsoft Teams meeting can be a better option than using
an app on a computer:
Internet connectivity is limited.
A meeting is audio only.
The person tried to join a Skype for Business meeting and it failed.
The call quality is better when dialing in.
People can join a meeting "hands free" using Bluetooth devices.
People find it's easier and more convenient for their situation.
who dial in don't need any licenses assigned to them or other setup.
After attendees have joined meeting, they can also dial out and invite other callers into a Skype for Business or
Microsoft Teams meeting. See Dialing out from a Teams meeting so other people can join it or Dialing out from a
Skype for Business meeting so other people can join it.
What does it cost?

For pricing info, see Pricing for Audio Conferencing.
Where is it available?
With Audio Conferencing, your users can use toll and toll-free phone numbers to dial in to meetings. Toll (service)
numbers are automatically assigned as shared audio conferencing numbers to organizations when they're enabled
for Audio Conferencing. Dedicated toll and toll-free numbers can be assigned to your organization from additional
cities.
Toll-free phone numbers (service numbers) are available, but only in some countries/regions. To see what is
available in your country or region, see Country and region availability for Audio Conferencing and Calling Plans.
After you have decided you want Audio Conferencing for your organization, you need to buy one Audio
Conferencing license for each person in your organization who is going to schedule/host an audio meeting.
How do conferencing bridges work?

When you are setting up Audio Conferencing for Skype for Business or Microsoft Teams, you will get an audio
conferencing bridge. A conferencing bridge can contain one or more phone numbers. The phone number you set
will be included on the meeting invites for Skype for Business and Microsoft Teams apps. You can change the
phone numbers on your conferencing bridge, and you can also change other audio conferencing bridge settings.
The audio conferencing bridge answers a call for people who are dialing in to a meeting using a phone. It answers
the caller with voice prompts from an auto attendant, and then, depending on your settings, can play notifications
and ask callers to record their name. Microsoft bridge settings allow you to change the settings for meeting
notifications and the meeting join experience, and set the length of the PINs that are used by meeting organizers in
Microsoft Teams or in Skype for Business Online. Meeting organizers use PINs to start meetings if they can't join
the meeting using the Skype for Business or Microsoft Teams app.
Dial-in phone numbers set on an audio conferencing bridge

There are two types of audio conferencing phone numbers that can be assigned to your conferencing bridge:
Shared and Dedicated. Both types of numbers can be used by any caller to join audio meetings that are being
held in your organization.
Dedicated phone numbers are those phone numbers that are only available to users within your organization.
You can change the languages that are used when someone calls in to one of these numbers. You will need to get a
service phone number for these.
Shared phone numbers are those phone numbers that can be shared with other Office 365 organizations. You
can't change the languages that are used when someone calls in to one of these numbers.
While the default audio conferencing number that is assigned to an organizer is only included in the meeting
invite, a caller can use any of the phone numbers that are assigned to your conferencing bridge to join a meeting.
The list of phone numbers that can be used to join a meeting is available using the Find a local number link that
is included on every meeting invite.
For more information, see Phone numbers for Audio Conferencing in Microsoft Teams or Phone numbers for
Audio Conferencing in Skype for Business Online.
Automatically assigned audio conferencing phone numbers

Shared audio conferencing phone numbers are automatically assigned to organizations when they're enabled for
audio conferencing. When the phone numbers are assigned, a phone number is assigned as the default phone
number of the conferencing bridge. The phone number assigned as the default number of the bridge will be one
from the country/region of the organization.
NOTE
The country or region location of your organization can be found by signing in to the Microsoft 365 admin center and
looking under Organization Profile.
Cau t i on
Due to limited availability of toll phone numbers in Venezuela, Indonesia, and United Arab Emirates (UAE ),
organizations from these countries/regions won't have an Audio Conferencing toll number automatically assigned
to them. Toll-free numbers from these locations are available depending on available inventory.
To see a list of those countries/regions that have phone numbers automatically assigned to organizations, see
Country and region availability for Audio Conferencing and Calling Plans.
How do you get dedicated phone numbers?

Dedicated audio conferencing phone numbers are service numbers that you can get and then assign to your
organization. You can get dedicated toll and toll-free phone numbers for your conferencing bridges in one of three
ways:
Use the Skype for Business admin center. For some countries/regions, you can get numbers for your
conference bridges using the Skype for Business admin center. See Getting service phone numbers.
Port your existing numbers. You can port or transfer existing numbers from your current service provider
or phone carrier to Office 365. See Transfer phone numbers to Office 365 or Manage phone numbers for
your organization for more information to help you do this.
Use a request form for new numbers. Sometimes (depending on your country/region) you won't be able
to get your new phone numbers using the Skype for Business admin center, or you will need specific phone
numbers or area codes. If so, you will need to download a form and send it back to us. See Manage phone
numbers for your organization for more information.
How do you set it up?

After you have decided to set up Audio Conferencing for your users, see Set up Audio Conferencing for Microsoft
Teams or Set up Audio Conferencing for Skype for Business Online for steps you can follow to do so.
Related topics
Set up Skype for Business Online
Phone numbers for Audio Conferencing in Microsoft Teams
Phone numbers for Audio Conferencing in Skype for Business Online
The following are some of the top questions we get from our customers who want to use Audio Conferencing.
What are the benefits of Audio Conferencing?

Calling in to meetings is very useful when people are on the road, for example, and can't attend a meeting using
the Skype for Business or Microsoft Teams app on their laptop or mobile devices. But there are other scenarios in
which using a phone to attend a Skype for Business or Microsoft Teams meeting can be a better option than using
an app on a computer:
Internet connectivity is limited.
A meeting is audio only.
The person tried to join a Skype for Business meeting and it failed.
The call quality is better if they dial in.
People can join a meeting "hands free" using Bluetooth devices.
People find it's easier and more convenient for their situation.
Who can attend an Audio Conferencing meeting? And who can I

hear?
Anyone who has the dial-in number and conference ID can join a Skype for Business or Microsoft Teams meeting,
unless the meeting organizer has locked the meeting.
Whether you're calling in using a phone or the Skype for Business or Microsoft Teams apps, you'll be able to hear
everyone else on the call, and they can hear you. The meeting organizer has the ability to "mute" meeting
attendees if they don't want to hear them.
Can I add a toll-free number for my Audio Conferencing users?

Yes, toll-free phone numbers (service numbers) are available but only in some countries/regions. For a list of the
numbers that are available, see Country and region availability for Audio Conferencing and Calling Plans.
How many local dial-in numbers are currently supported?

There are local dial-in numbers that are assigned to you when you purchase the licenses for Audio Conferencing.
The dial-in numbers will be included in the meeting invite. These local numbers will be only available to your
organization. The phone assigned to your organization and that number is shared by the users within that
organization that are enabled for Audio Conferencing. So, Skype for Business or Microsoft Teams meetings
scheduled by User A and another User B will both have the same dial-in number.
Local dial-in numbers, and also in some cases international dial-in numbers from the country where your
organization is located, will be included on the meeting invite. If a meeting attendee uses a different number that
is include in the invite, it will be a shared phone number.
How many international dial-in numbers does Audio Conferencing in

Office 365 support?
For a current list of countries/regions, see Phone numbers for Audio Conferencing in Microsoft Teams or Phone
numbers for Audio Conferencing in Skype for Business Online.
Can I set up local numbers for Audio Conferencing from additional

cities in the country?
If phone numbers for Audio Conferencing aren't available in your area or don't meet the needs of your
organization, please send us feedback at SkypeFeedback forums.
What is the maximum length of the Audio Conferencing meetings?

The maximum length of time depends on who is in the meeting and the type of authentication they used to join
the meeting.
MEETING ATTENDEES MEETING END TIME
There are users who have joined using the Skype for Business The meeting ends if there are no changes to the attendee list
or Microsoft Teams app or have dialed in to the meeting. after 24 hours.
All of the users are dialed in to the meeting but someone has The meeting ends after 24 hours.
used a PIN to enter the meeting.
All of the users are dialed in to the meeting but there wasn't The meeting ends after 4 hours.
anyone who used a PIN to enter the meeting.
How many total phone participants can I have in meetings?

Audio Conferencing allows up to 250 phone attendees.
To find out about meeting limits, see Skype for Business Online Limits.
Why did users start receiving emails with their Audio Conferencing
information?
We added a new feature that allows you, the admin, to send and update Audio Conferencing information and PIN
in email. To learn more about it, including how to disable it, see Enable or disable sending emails when Audio
Conferencing settings change in Microsoft Teams or Enable or disable sending emails when Audio Conferencing
settings change in Skype for Business Online.
Can Audio Conferencing be used by the users who are part of an on-
premises deployment of Skype for Business Server?
With Meetings First, Skype for Business Server users can benefit from Teams meetings and Teams Audio
Conferencing.
Can a user get a personal conference ID?

Skype for Business and Microsoft Teams users will be randomly assigned conferencing IDs and can't reserve or
set a static conference ID that only they can use.
Can I use Audio Conferencing with Skype Meeting Broadcast?

There isn't support currently for users enabled for Audio Conferencing to join a Skype Meeting Broadcast.
Can a user get operator assistance during a meeting?

No, a user can't get any operator assistance or support by pressing *0 during the meeting. If there are issues with
Audio Conferencing, an administrator for an organization can contact Microsoft support for Office 365.
How does a user access or change their conference ID?

A Skype for Business or Microsoft Teams user can find the conference ID that is assigned to them by scheduling a
meeting in Outlook and Outlook on the web. Also, users can find the conference ID in the email that will be sent
to them after they are set up.
NOTE
Users won't be able to reset their conference ID. The conference ID can only be reset by you, the admin, for the
organization.
We are working on a solution that will let the user access and reset a conference ID without help from an
organization's admin.
How does a user access or change his/her PIN?

The Skype for Business or Microsoft Teams user can find the PIN in an email that will be sent to them once they
are set up.
NOTE
A Skype for Business or Microsoft Teams user won't be able to reset their PIN. The PIN can only be reset by you, the admin.
When a PIN is reset, an email is sent to the user.
We are working on a solution that will let the user access and reset a PIN without help from a organization's
administrator.
What in-meeting dial-pad commands are supported?

*6 (Mute/unmute themselves)
*1 (Plays the descriptions of dial-pad commands that are available)
Can attendees dial out to international phone numbers when they are
in a Skype for Business or Microsoft Teams meeting?
Yes, attendees can dial out internationally and invite other callers into a Skype for Business or Microsoft Teams
meeting. See Dialing out from a Microsoft Teams meeting so other people can join it or Dialing out from a Skype
for Business Online meeting so other people can join it.
How does a Skype for Business or Microsoft Teams user schedule a

meeting with Audio Conferencing meeting details?
When a user is assigned an Audio Conferencing license and the user creates a new Skype for Business or
Microsoft Teams meeting in Outlook or Outlook on the web, the dial-in phone numbers and conferencing IDs are
added to the meeting invite automatically.
How does a user schedule and start a meeting when all attendees will
be using a phone to dial-in?
Scheduling a meeting that will be joined by all attendees using a phone to dial-in is not different from scheduling
a regular online meeting. However, there are two ways to start a meeting on which all of the participants use a
phone to dial-in:
Option #1: By default, if the meeting organizer and all participants are joining a meeting using a phone,
the meeting organizer needs to input his or her Audio Conferencing PIN to start it. Callers get asked if they
wish to authenticate as the organizer of a given meeting when they dial the phone number of an online
meeting. All participants that join the meeting via dial-in before the organizer starts will be placed in the
lobby and will listen to music on hold. For Skype for Business meetings, once the organizer starts it by
inputting his or her Audio Conferencing PIN, all participants in the lobby will automatically join the
meeting. For Microsoft Teams meetings, the participants will join the meeting according to the value of the
automatically admit people setting in the organizer's meeting policy.
Option #2: If the “Allow unauthenticated callers to be the first people in a meeting“ setting (disabled by
default) is enabled for a given organizer, then all meetings scheduled by that user will be able to be started
without having the organizer input his or her Audio Conferencing PIN. When this setting is enabled, the
meeting will start as soon as the first participant joins it via a dial-in phone number and he or she will not
be put in the lobby. For additional information see, Manage Audio Conferencing settings for a user in
Microsoft Teams or Manage Audio Conferencing settings for a user in Skype for Business Online.
Related topics
Phone numbers for Audio Conferencing in Skype for Business Online
Try or purchase Audio Conferencing in Office 365 for
Microsoft Teams
Sometimes people in your organization will need to use a phone to call in to a meeting. Microsoft Teams includes
the Audio Conferencing feature for just this situation! People can call in to Microsoft Teams meetings using a
phone, instead of using the Microsoft Teams app on a mobile device or PC.
You only need to set up audio conferencing for people who plan to schedule or lead meetings. Meeting attendees
who call in to the meeting don't need any licenses assigned to them and don't need other setup.
For pricing info, see Pricing for Audio Conferencing.
Step 1: Buy and assign Audio Conferencing licenses

You must be a global administrator or billing administrator to perform these steps.
To buy and assign user Audio Conferencing licenses:
1. Find out if Audio Conferencing is available in your country/region. Countries and region availability for
Audio Conferencing and Calling Plans.
2. Get your Audio Conferencing licenses. If you want to:
Try it before you buy it: you can sign up for an Office 365 Enterprise E5 free trial that includes Audio
Conferencing. See Office 365 Enterprise E5 Trial.
Buy it: see Microsoft Teams add-on licensing.
3. Assign or remove licenses for Office 365 for business you purchased to the people in your organization
who are going to schedule or lead meetings.
4. If you purchased audio conferencing add-on licenses and Communications Credits licenses, assign them
too. For instructions, see Assign Microsoft Teams licenses.
To buy and assign pay-per-minute Audio Conferencing licenses:
If you're a Volume and Licensing customer, you can get pay-per-minute Audio Conferencing licenses. For
additional information on pay-per-minute Audio Conferencing licenses, see Audio Conferencing pay-per-minute.
1. Find out if Audio Conferencing is available in your country/region. Country and region availability for
2. Get your Audio Conferencing licenses. To acquire pay-per-minute licenses, please contact your account
representative.
3. Set up Communications Credits for your organization for your organization. To set up Communications
Credits, see What are Communications Credits?
IMPORTANT
If Communications Credits haven't been set up, Audio Conferencing won't work for any users with pay-per-minute
licenses.
4. Assign or remove licenses for Office 365 for business you purchased to the people in your organization
who are going to schedule or lead meetings.
NOTE
If you have Audio Conferencing pay-per-minute licenses, you don't have to assign Communications Credits licenses
separately to each user specifically for Audio Conferencing usage (you might still need to assign them for other
services).
Step 2: Set the audio conferencing provider for people who lead or
schedule meetings
When you assign an Audio Conferencing license to people in your organization who don't have Skype for
Business integrated with a 3rd party audio conferencing provider, they are all set up and ready to go! (You don't
have to set their audio conferencing provider.)
If you have users enabled with a 3rd party audio conferencing provider, you must change the provider of those
users to Microsoft. To change the provider for a user, see Assign Microsoft as the audio conferencing provider.
Step 3: Other admin tasks

The following steps are optional, but a lot of admins like to do them:
1. Customize meeting invitations. The dial-in numbers that are set for the user will be automatically added to
the meeting invitations that are sent to attendees. However, you can add your own help and legal links, a
text message, and small company graphic.
2. Set the phone numbers included on invites. This is the phone number that will show up in the meeting that
is scheduled by a user.
3. Set auto attendant languages for Audio Conferencing that the Audio Conferencing auto attendant uses to
greet a caller when they dial in to an audio conferencing phone number. This step only applies if you're
using Microsoft as your audio conferencing provider.
4. Set the length of the PIN for Audio Conferencing meetings.
NOTE
This feature is not yet available to customers using Office 365 operated by 21Vianet in China. To learn more, see Learn about
Office 365 operated by 21Vianet.
Related topics
Enable Teams in your organization
Phone numbers for Audio Conferencing
Set options for online meetings and conference calls
Audio Conferencing complimentary dial-out period
Skype for Business PSTN Services

Customers may use Office 365 Calling Plan and Office 365 Audio Conferencing as permitted in the Skype for
Business Online PSTN Services Use Terms and Customer's volume licensing agreement. The PSTN Services Use
Terms may be found at Licensing Terms and Documentation.
End of complimentary dial out period
Beginning December 1, 2019, the complimentary dial-out capability will end. See Audio Conferencing subscription
dial out and call me at benefit for additional details.
Complimentary dial out period details
For customers adopting our Office 365 Audio Conferencing service, Microsoft is providing an additional
complimentary benefit related to dial out from meetings organized by users assigned an Office 365 Audio
Conferencing subscription license through November 2019. During this complimentary period, Microsoft allows
meeting organizers or authorized attendees as defined in meeting policy settings, to make dial-out calls from
within the meeting to non-premium phone numbers in the 44 "Zone A" countries and regions listed below. This
benefit is applicable to Audio Conferencing monthly subscription licenses and does not extend to Audio
Conferencing pay-per-minute licenses.
Further, there is a 900 minute cap limit during the complimentary dial out period as such:
Users with a license usage location (this is the user country location defined in the licensing area of the Office 365
admin portal) in ANY country can dial out from a conference to any of the 44 Zone A countries and regions. Each
user receives 900 minutes per user per month to ANY of the Zone A countries and regions which is pooled at the
tenant level. For example, a customer has purchased 115 Audio Conferencing subscription licenses and has 10
users in US, 100 users in the UK and 5 users in India, all with Audio Conferencing subscription licenses assigned to
their users.
NOTE
Pool size is based on assigned licenses and not purchased licenses.
All 115 users share a pool of (115 users X 900 min) = 103,500 conferencing dial-out out minutes per calendar
month which can be used to place outbound calls to any of the Zone A countries and regions.
All calls exceeding the 103,500 minutes per calendar month are billed per minute using Communications
Credits at our published rates to that destination. (Note: Tenant must set up Communications Credits and
assign the Communications Credits license to the meeting organizer).
All outbound calls to destinations not in the Zone A country list are billed per minute using Communications
Credits at our published rates to that destination (provided tenant has set up Communications Credits and
assigned the Communications Credits license to the meeting organizer).
NOTE
You can monitor the usage against dial-out minute pool in the Skype for Business Admin Center. In the Microsoft Teams &
Skype Admin Center, go to Legacy portal > Reports > PSTN Minute Pools. This complimentary minute pool will be
labeled in the report as “Outbound Calls to Zone A countries and regions.”
Email notifications will be sent to all tenant administrators of a given customer when the utilization of the tenant’s
dial-out minutes pool has reached 80% and 100%.
For dial-out calls that are billed per minute (calls exceeding the tenant dial-out minute pool or calls to destinations
not in the Zone A country and region list), the calls and their associated rates are based primarily on the
destination of the call and not the country or region of the organizer or the participant initiating the dial-out call.
For example, a call to a phone number in France will be billed with the same rate if it its initiated by a meeting
participant in the United States or one in France.
For additional information on Communication Credits, see Communications Credits.
Zone A countries and regions
Australia
Austria
Belgium
Brazil
Bulgaria
Canada
China
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hong Kong
Hungary
India
Ireland
Italy
Japan
Luxembourg
Malaysia
Mexico
Netherlands
New Zealand
Norway
Poland
Portugal
Puerto Rico
Romania
Russia
Singapore
Slovak Republic
Slovenia
South Africa
South Korea
Spain
Sweden
Switzerland
Taiwan
Thailand
United Kingdom
United States
Related topics
Audio Conferencing subscription “Dial-Out”/“Call Me
At” minutes benefit
Microsoft Teams and Skype for Business PSTN Audio Conferencing

Customers have been provided a complimentary dial-out capability that will end on November 30, 2019.
Beginning December 1, 2019, each Audio Conferencing subscription provides 60 minutes per user per month that
can be used to dial out to non-premium numbers in ANY of the Zone A countries as described in this document.
Your tenant dial-out minute pool size is based on assigned licenses and not purchased licenses. This benefit is
applicable to Audio Conferencing monthly subscription licenses and does not extend to Audio Conferencing pay-
per-minute licenses.
Audio Conferencing “Dial Out From a Meeting” & “Call Me At” details
For customers adopting our Audio Conferencing service, Microsoft provides the ability to dial out from meetings
organized by users assigned an Audio Conferencing subscription license. Dial-out calls to countries not included in
the “Zone A” country list are charged per minute using Communications Credits. For dial-out calls that are billed
per minute (calls exceeding the tenant dial-out minute pool or calls to destinations not in the Zone A country list),
the calls and their associated rates are based on the destination of the call and not the organizer’s country of
residence or the meeting participant initiating the dial-out call. For example, an audio conference dial-out call to a
phone number in France, which is a Zone A country, will be billed at the same per-minute rate if it were initiated by
a meeting participant in the United States, France, or Zimbabwe.
MEETING ORGANIZER LICENSE CAN I USE MY DIAL-OUT DO I NEED COMMUNICATIONS

USAGE LOCATION DESTINATION DIALED MINUTE POOL MINUTES? CREDITS?
United States United States Yes (Zone A country) Yes after consuming the
tenant minute pool
United States United Kingdom Yes (Zone A country) Yes after consuming the
tenant minute pool
United States Zimbabwe No Yes on ALL calls
United Kingdom United Kingdom Yes (Zone A country) Yes after consuming the
tenant minute pool
United Kingdom United States Yes (Zone A country) Yes after consuming the
tenant minute pool
United Kingdom Zimbabwe No Yes on ALL calls
Zimbabwe Zimbabwe No Yes on ALL calls
Zimbabwe United States Yes (Zone A country) Yes after consuming the
tenant minute pool
MEETING ORGANIZER LICENSE CAN I USE MY DIAL-OUT DO I NEED COMMUNICATIONS
USAGE LOCATION DESTINATION DIALED MINUTE POOL MINUTES? CREDITS?
Zimbabwe United Kingdom Yes (Zone A country) Yes after consuming the
tenant minute pool
Cook Islands Cook Islands No Yes on ALL calls
Cook Islands United States Yes (Zone A country) Yes after consuming the
tenant minute pool
Cook Islands United Kingdom Yes (Zone A country) Yes after consuming the
tenant minute pool
How are minute pools calculated?

Consider the following example. A customer has purchased 115 Audio Conferencing subscription licenses and has
10 users in the United States, 100 users in the United Kingdom, and 5 users in Zimbabwe, all with Audio
Conferencing subscription licenses assigned. All 115 users share a pool of (115 users x 60 min = 6,900
conferencing dial-out out minutes per calendar month) to place outbound calls to non-premium numbers in any of
the Zone A countries, regardless of where the meeting organizer is licensed or physically located. For example, a
Zimbabwe meeting organizer will be able to dial out to any of the Zone A countries up to the minute pool limit.
All dial-out calls exceeding 6,900 minutes per calendar month are billed per minute using Communications
Credits at our published rates to that destination. (Note: The customer must set up Communications Credits
and assign the Communications Credits license to the meeting organizer.)
All dial-out calls to destinations not in the Zone A country list are billed per minute using Communications
Credits at our published rates to that destination (provided the customer has set up Communications Credits
and assigned the Communications Credits license to the meeting organizer).
How can I monitor minute pool usage?

You can monitor the usage against your dial-out minute pool in the “legacy” Skype for Business Admin Center.
In the Microsoft Teams Admin Center, navigate to Legacy portal > Reports > PSTN Minute Pools. The Zone
A dial-out minute pool will be labeled in the report as “Outbound Calls to Zone A Countries.”
Email notifications will be sent to all tenant administrators of a given customer when the utilization of the
tenant’s dial-out minutes pool has reached 80% and 100%.
For additional information on Communication Credits, see Communications Credits.
ZONE A COUNTRIES
Australia
Austria
Belgium
Brazil
Bulgaria
ZONE A COUNTRIES
Canada
China
Croatia
Czech Republic
Denmark
Estonia
Finland
France
Germany
Greece
Hong Kong
Hungary
India
Ireland
Italy
Japan
Luxembourg
Malaysia
Mexico
Netherlands
New Zealand
Norway
Poland
Portugal
Puerto Rico
ZONE A COUNTRIES
Romania
Russia
Singapore
Slovak Republic
Slovenia
South Africa
South Korea
Spain
Sweden
Switzerland
Taiwan
Thailand
United States
United Kingdom
Related topics
Set up Audio Conferencing for Microsoft Teams
Sometimes people in your organization will need to use a phone to call in to a meeting. Microsoft Teams includes
the audio conferencing feature for just this situation! People can call in to Teams meetings using a phone, instead
of using the Teams app on a mobile device or PC.
You only need to set up Audio Conferencing for people who plan to schedule or lead meetings. Meeting
attendees who dial in don't need any licenses assigned to them or other setup.
For frequently asked questions about Audio Conferencing, see Audio Conferencing common questions.
NOTE
Step 1: Find out if Audio Conferencing is available in your

country/region
Go to Country and region availability for Audio Conferencing and Calling Plans and select your country or region
to get availability information about Audio Conferencing, as well as information about Phone System, Calling
Plans, toll and toll-free numbers, and Communications Credits.
Step 2: Get and assign licenses

1. For Audio Conferencing, you need a license for each user who will set up dial-in meetings. To learn which
licenses you need to buy for Audio Conferencing and how much they will cost, see Microsoft Teams add-
on licensing.
NOTE
Audio Conferencing is included in Office 365 Enterprise E5 licenses and as an add-on.
2. After you buy the Audio Conferencing licenses, you will need to assign them to those people in your
organization who are going to schedule or lead meetings. See Assign licenses to users in Office 365 for
business you purchased to the people in your organization who are going to schedule or lead meetings.
3. We also recommend that you assign Communications Credits licenses (they don’t cost anything) to the
same people you assigned licenses to in the previous step. To learn how to set up Communications Credits,
see Set up Communications Credits for your organization.
NOTE
You can also set up pay-per-minute Audio Conferencing.
Step 3: Get service numbers for your conferencing bridges

For Audio Conferencing, you can’t use phone numbers for users; you will need to get service numbers. You can
get either toll or toll-free service numbers for your conferencing bridges. There are three ways to get toll and toll-
free service numbers:
Use the Microsoft Teams admin center. For some countries/regions, you can get service numbers for
your conferencing bridges using the Microsoft Teams admin center. See Getting service phone numbers.
Port your existing service numbers. To port or transfer existing numbers from your current service
provider or phone carrier to Office 365. You can see Transfer phone numbers to Office 365 or Manage
phone numbers for your organization for more information to help you do this.
Use a request form for new numbers. Sometimes (depending on your country/region) you won't be
able to get your new service numbers using the Microsoft Teams admin center, or you will need specific
phone numbers or area codes. If so, you will need to download a form and send it back to us. See Manage
phone numbers for your organization for more information.
Step 4: Assign a service number to the conferencing bridge

Once you get your toll and/or toll-free phone numbers for your conferencing bridge, you need to assign the
numbers so they can be used on meeting invitations.
Follow these steps to assign a new phone number to your audio conferencing bridge.
Using the Skype for Business admin center:

1. Go to the Microsoft 365 admin center > Admin centers > Teams > Legacy portal.
2. Select Voice > Phone numbers.
3. Select the phone number, and click Assign.
For more details, see Change the phone numbers on your Audio Conferencing bridge.
Step 5: Set the default and alternate languages for a conferencing

bridge
Next, you want to Set auto attendant languages for Audio Conferencing in Microsoft Teams that the conferencing
auto attendant uses to greet callers when they dial in to a phone number for Audio Conferencing.
Using the Microsoft Teams admin center:

1. From the Dashboard, go to Meetings > Conference bridges.
2. Select the conferencing bridge phone number, click Edit, and then choose the default language.
Step 6: Set your conferencing bridge settings

After setting up your conferencing bridge, verify that the default settings such as entry/exit notifications and PIN
length are the ones you want to use; if they're not, you can change them.

1. From the Dashboard, go to Meetings > Conference bridges.
2. Select Bridge settings. This will open the Bridge settings pane.
For more details, see Change the settings for an Audio Conferencing bridge.
Step 7: Assign dial-in phone numbers for users who lead meetings
After you have created an Audio Conferencing bridge, you need to set the toll and toll-free numbers for your
users.
You will need to do this for all of the people in your organization who lead or schedule meetings.

1. From the Dashboard, click Users, select the user from the list, and select Edit.
2. Select Edit next to Audio Conferencing, and then in the Audio Conferencing pane, choose a number in the
Toll number and Toll-free number lists.
If you need more details, see Assign Microsoft as the audio conferencing provider.
Step 8: Set up meeting invitations (optional)

The dial-in numbers that are set for the user will be automatically added to the meeting invitations that are sent to
meeting attendees. However, you can add your own help and legal links, a text message, and small company
graphic if you want. See Customize meeting invitations.
Related topics
Set options for online meetings and conference calls
Change the phone numbers on your Audio
Conferencing bridge
When you buy Audio Conferencing licenses, Microsoft is hosting your audio conferencing bridge for your
organization. The audio conferencing bridge gives out dial-in phone numbers from different locations so that
meeting organizers and participants can use them to join Skype for Business or Microsoft Teams meetings using a
phone.
In addition to the phone numbers already assigned to your conferencing bridge, you can get additional service
numbers (toll and toll-free numbers used for audio conferencing) from other locations, and then assign them to
the conferencing bridge so you can expand coverage for your users.
NOTE
To be able to assign/unassign a phone number for a conferencing bridge, the phone number must be a 'service' number.
You can see the type of number it is by navigating to Voice > Phone numbers in the legacy portal and looking in the
Number Type column. Office 365 Communications Credits must be set up first in order for users to dial into the bridge on
a toll free number.
Steps when you are assigning a new service phone number to your
conference bridge
Step 1 - Assign the new phone number to your audio conferencing bridge
1. Sign in to Office 365 with your work account.
2. Go to Microsoft 365 admin center > Admin centers > Teams & Skype > Legacy portal > Voice >
Phone numbers.
3. Select the phone number from the list, and in the Action pane, click Assign.
4. On the Assign page, click Save.
Step 2 - Change the default phone number of your conference bridge (optional)
The default phone number of your conference bridge defines the caller ID that will be used when an outbound call
is placed by a participant or the organizer from within a meeting.
Only a service toll number can be set as the default number for your conferencing bridge; service toll-free
numbers can't be set as the default number of your conferencing bridge. If you are assigning a service toll
number and you would like to set it as the new default number for your audio conferencing bridge, perform these
steps:
1. Sign in to Office 365 with your work account.
2. Go to Microsoft 365 admin center > Admin centers > Teams & Skype > Meetings > Conference
Bridges.
3. Highlight the service toll number that you want to configure as the default.
4. Select Set as default.
Step 3 - Change the default phone numbers that are included in the meeting invites of users (optional)
The default phone numbers of a user are the ones that are included on their meeting invites when they schedule a
meeting. For more information, including how the defaul phone numbers are assigned for new users, see Set the
phone numbers included on invites in Microsoft Teams or Set the phone numbers included on invites in Skype for
Business Online.
1. Sign in to Office 365 with your work or school account.
2. Go to the Microsoft 365 admin center > Admin centers > Teams & Skype > Legacy portal > Audio
conferencing > Users, and select the users on the list.
3. Click Edit in the action pane.
4. Under Default toll number or Default toll-free number, select the number in the list and click Save.
After the changes have been saved, the new default phone numbers will be included on the meeting invites of
organizers the next time they schedule a new meeting.
Step 4 - Update existing meeting invites of users using the Meeting Migration Service (optional)
For the next two steps, you will need to start Windows PowerShell.
If you updated the default phone numbers that are inlcuded in the meeting invites for some or all of your users,
you can optionally update meeting invites that were already sent to users in your organization before their default
phone numbers were changed using the Meeting Migration Service. For additional information, see Setting up the
Meeting Migration Service (MMS ).
Run the Meeting Migration Service (MMS ) for the users who had their default phone numbers changed in
Step 2. To do this, run the following command:
Start-CsExMeetingMigration user@contoso.com
You can also view the meeting migration status. All meetings would be rescheduled once there are no
operations in Pending or In-Progress state.
Get-CsMeetingMigrationStatus -SummaryOnly
Steps when you are unassigning a service phone number for a

conferencing bridge
When you unassign a phone number from a conferencing bridge, users won't be able to join any meetings using
that phone number anymore. Because the phone number is changing, it's important to update all users who could
have a phone number as their default number (if any) and to update their existing meeting invites before the
phone number is unassigned from the audio conferencing bridge.
If the phone number is removed without updating the users and their meetings, their existing meeting invites
could contain a phone number that won't work for joining their meetings.
For the first three steps, you will need to start Windows PowerShell. To see how to do this, click Want to know
how to manage with Windows PowerShell?
Step 1 - Update users who have the phone number to be unassigned as one of their default numbers
Replace the default toll or toll-free number for all users who have the number to be unassigned as a default
number and start the process of rescheduling their meetings. To do this, run the following command:
Set-CsOnlineDialInConferencingUserDefaultNumber -FromNumber <Number to be removed> -ToNumber <Number to be set
as new default> -NumberType <"Toll" or "Toll-Free"> -RescheduleMeetings
IMPORTANT
You can also change the default toll or toll-free number of users in the Skype for Business admin center. However, this won't
automatically reschedule their meetings.
For additional information, see Set the phone numbers included on invites in Microsoft Teams or Set the phone
numbers included on invites in Skype for Business Online.
NOTE
Depending on the size of your organization, this could take some time to complete.
Step 2 - View meeting migration status using Windows PowerShell

All meetings will be rescheduled once there are no operations in Pending or In-Progress state.
Get-CsMeetingMigrationStatus -SummaryOnly
For more information about the Meeting Migration Service, see Setting up the Meeting Migration Service (MMS ).
Step 3 - Unassign the old phone number from the audio conferencing bridge
2. Go to the Microsoft 365 admin center > Admin centers > Teams & Skype > Legacy portal > Voice
> Phone numbers.
3. If the phone number is a toll-free number, select the phone number from the list, and in the Action pane,
click Unassign. If the phone number is a toll-number, please contact Microsoft support to have the phone
number unassigned.
4. If the phone number is a toll-fre number, click Yes in the confirmation window.
IMPORTANT
After a phone number is unassigned from an audio conferencing bridge, the phone number will no longer be
available for users to join new or existing meetings.
Want to know how to manage with Windows PowerShell?

To verify that Windows PowerShell is ready to go
These steps check that you are running Windows PowerShell version 3.0 or higher.
1. Type Start Menu > Windows PowerShell.
2. Type Get-Host in the Windows PowerShell window to check the version.
3. If you don't have version 3.0 or higher, you need to download and install updates to Windows PowerShell.
See Windows Management Framework 4.0 to download and update Windows PowerShell to version 4.0.
Restart your computer when you are prompted.
4. You also need to install the Windows PowerShell module for Skype for Business Online that enables you to
create a remote Windows PowerShell session that connects to Skype for Business Online. This module is
supported only on 64-bit computers and can be downloaded from the Microsoft Download Center at
Windows PowerShell Module for Skype for Business Online. Restart your computer if you are prompted.
If you need to know more, see Connect to all Office 365 services in a single Windows PowerShell window.
To start Windows PowerShell
Start a Windows PowerShell session
1. From the Start Menu > Windows PowerShell.
2. In the Windows PowerShell window, connect to your Office 365 organization by running:
Import-Module "C:\\Program Files\\Common Files\\Skype for Business

Online\\Modules\\SkypeOnlineConnector\\SkypeOnlineConnector.psd1"
$credential = Get-Credential
$session = New-CsOnlineSession -Credential $credential
Import-PSSession $session
NOTE
You only have to run the Import-Module command the first time you use the Skype for Business Online Windows
PowerShell module. If you want more information about starting Windows PowerShell, see Connect to all Office 365 services
in a single Windows PowerShell window or Connecting to Skype for Business Online by using Windows PowerShell.
Save time and automate

To save time by automating this process, you can use the Set-CsOnlineDialInConferencingUser or the Set-
CsOnlineDialInConferencingUserDefaultNumber cmdlets.
Use the Set-CsOnlineDialInConferencingUser cmdlet to change the default toll or toll-free number for
specific users.
To change the default toll-free number for a user, run:
Set-CsOnlineDialinConferencingUser -Identity amos.marble@Contoso.com -TollFreeServiceNumber

80045551234
Use the Set-CsOnlineDialInConferencingUserDefaultNumber cmdlet to change the default toll or toll-

free number of users based on their original default number or their location.
NOTE
To find the BridgeID, use the Get-CsOnlineDialInConferencingBridge.
To set the default toll-free number for all users without one to 8005551234, run:
Set-CsOnlineDialInConferencingUserDefaultNumber -FromNumber $null -ToNumber 8005551234 -NumberType

TollFree -BridgeId <Bridge Id>
To change the default toll-free number of all users that have 8005551234 as their default toll-free
number to 8005551239 and automatically reschedule their meetings, run:
Set-CsOnlineDialInConferencingUserDefaultNumber -FromNumber 8005551234 -ToNumber 8005551239 NumberType
TollFree -BridgeId <Bridge Id> -RescheduleMeetings
To set the default toll-free number of all users located in the U.S. to 8005551234 and automatically
reschedule their meetings, run:
Set-CsOnlineDialInConferencingUserDefaultNumber -Country US -ToNumber 8005551234 -NumberType TollFree -

BridgeId <Bridge Id> -RescheduleMeetings
NOTE
The location that is used above needs to match the contact information of user(s) that is set in the Microsoft 365
admin center.
Troubleshooting
Unassign button is greyed-out
You want to Unassign a number but the button is greyed-out and if while hoovering over it, you are redirected to
contact Support with the following message "Default or shared numbers can´t be unassigned from the bridge. To
unassign dedicated toll numbers, please contact support.".
To obtain more information about the bridge(s), run the following Powershell :
Get-CsOnlineDialInConferencingBridge -Name "Conference Bridge"
The result, aside other information like Identity, Name and Region, should also contain the
DefaultServiceNumber.
Example, to unassign, the DefaultServiceNumber "8005551234"
Unregister-CsOnlineDialInConferencingServiceNumber -BridgeName “Conference Bridge” -RemoveDefaultServiceNumber

8005551234
About Windows PowerShell

With Windows PowerShell you can manage users and what they are or are not allowed to do. Windows
PowerShell can help you manage Office 365 and Skype for Business Online using a single point of administration
that can simplify your daily work, especially when you've got multiple tasks to do. To get started with Windows
PowerShell, see these topics:
An introduction to Windows PowerShell and Skype for Business Online
Windows PowerShell has many advantages in speed, simplicity, and productivity over only using the Microsoft
365 admin center such as when you are making setting changes for many users at one time. Learn about these
advantages in the following topics:
Using Windows PowerShell to manage Skype for Business Online
Using Windows PowerShell to do common Skype for Business Online management tasks
Related topics
Change the settings for an Audio Conferencing
bridge
When you are setting up Audio Conferencing in Office 365, you will receive phone numbers for your users from
what is called an audio conferencing bridge. A conferencing bridge can contain one or more phone numbers.
These phone numbers are used when callers dial in to a meeting. The phone number is included at the bottom of
the Skype for Business or Microsoft Teams meeting invite.
The conferencing bridge answers a call and prompts the caller with voice prompts using a meeting auto
attendant, and then, depending on your settings, it can play notifications, ask callers to record their name, and
control the PIN settings. PINs are given to meeting organizers to allow them to start a meeting when they are
aren't using a Skype for Business or Microsoft Teams app.
IMPORTANT
A PIN is only required for the meeting organizer when a Skype for Business or Microsoft Teams app user hasn't already
started the meeting. If everyone is dialing in to the meeting, the PIN is required for the meeting organizer to start the
meeting.
NOTE

1. In the left navigation, go to Meetings > Conference bridges.
2. At the top of the Conference bridges page, click Bridge settings.
3. In the Bridge settings pane, select:
Meeting entry and exit notifications If you turn this off, users who have already joined the
meeting won't be notified when someone enters or leaves the meeting.
When you turn on Meeting entry and exit notifications, you can select these options:
Names or phone numbers When users dial in to a meeting, their phone number will be played
when they join it.
Tones When users dial in to a meeting, an audio tone will be played when they join it.
Ask callers to record their name before joining the meeting If you turn this off, callers won't
be asked to record their name before they join a meeting.
4. To set the PIN length for meetings, select the number of digits you want for the PIN in the PIN length
list.
5. To specify whether to send email to your users, enable or disable Automatically send emails to users if
their audio conferencing configuration changes. See Emails automatically sent to users when their
Audio Conferencing settings change in Microsoft Teams or Emails sent to users when their settings
change in Skype for Business Online for more information.
6. Click Save.

Set up the meeting experience when callers join a meeting
1. In the Skype for Business admin center, in the left navigation go to Audio conferencing > Microsoft
bridge settings.
2. On the Microsoft bridge settings page, under Meeting join experience, select:
Enable meeting entry and exit notifications to be turned on This is selected by default. If you
clear the check box, users who have already joined the meeting won't be notified when someone
enters or leaves the meeting.
When you select Enable meeting entry and exit notifications to be turned on, you can select
these options from the Entry/exit announcement type list:
Names or phone numbers When users dial in to a meeting, their phone number will be played
when they join it.
Tones When users dial in to a meeting, an audio tone will be played when they join it.
Ask callers to record their name before joining the meeting This is selected by default. If you
clear the check box, callers won't be asked to record their name before they join a meeting.
3. After you make your changes, click Save.
Set the PIN length for meetings
2. Go to the Microsoft 365 admin center > Skype for Business.
3. In the Skype for Business admin center, in the left navigation, go to Audio conferencing > Microsoft
bridge settings.
4. On the Microsoft bridge settings page, under Security, enter the number of digits you want for the PIN
in the PIN length list, and then click Save.
IMPORTANT
The PIN must be between 4 and 12 digits.
Select whether to send email to your users

3. In the Skype for Business admin center, in the left navigation, go to Audio conferencing > Microsoft
bridge settings.
4. On the Microsoft bridge settings page, select or clear Automatically send emails to users if their
dial-in information changes, and then click Save.
See Emails automatically sent to users when their Audio Conferencing settings change in Microsoft Teams
or Emails sent to users when their settings change in Skype for Business Online for more information.
To save time or automate this process, you can use the Set-CsDialinConferencingBridge cmdlet.
Windows PowerShell is all about managing users and what users are allowed or not allowed to do. With
Windows PowerShell, you can manage Office 365 using a single point of administration that can simplify
your daily work when you have multiple tasks to do. To get started with Windows PowerShell, see these
topics:
Windows PowerShell has many advantages in speed, simplicity, and productivity over only using the
Microsoft 365 admin center, such as when you are making setting changes for many users at one time.
Learn about these advantages in the following topics:
NOTE
The Windows PowerShell module for Skype for Business Online enables you to create a remote Windows
PowerShell session that connects to Skype for Business Online. This module, which is supported only on 64-
bit computers, can be downloaded from the Microsoft Download Center at Windows PowerShell Module for
Skype for Business Online.
Related topics
Set up Audio Conferencing for Skype for Business Online
See a list of Audio Conferencing numbers in
Microsoft Teams
When you set up Audio Conferencing for Microsoft Teams users, you can view the phone numbers that are
available to them for audio conferencing. This list will have all of the audio conferencing phone numbers that are
available to your organization.
Looking for prices? See Pricing for Audio Conferencing.
If there is only one phone number available in your organization, it will be used as the default number for all of
your users. When multiple phone numbers are available, you can select the default phone number for each user.
This default number will be included in Microsoft Teams meeting invitations.
You can see Set the phone numbers included on invites to change the dial-in phone number for a single user.
NOTE
Domestic dial-in numbers are dedicated to your organization and are the only ones that can be set as a default phone
number. However, international dial-in numbers may be shared across multiple organizations.
NOTE
To view your audio conferencing phone numbers

1. In the left navigation, go to Meetings > Conference bridges.
2. View the phone numbers that are available for audio conferencing.
You can also view the location and primary language that will be used by the audio conferencing auto
attendant.

information.
Related topics
Set auto attendant languages for Audio
Conferencing in Microsoft Teams
The Audio Conferencing auto attendant for Microsoft Teams can greet audio callers in a number of different
languages when they join a meeting.
Choose one primary language and up to four secondary languages. The primary language that you set will be
used first and the secondary languages will be used by the auto-attendant in order that you select.
NOTE
You can only change the languages of audio conferencing numbers that are of the Dedicated category. The languages of
Shared audio conferencing number can't be changed.
NOTE
Set the conferencing auto attendant languages

2. Select a Dedicated audio conferencing phone number from the list, and at the top of the page, click Edit. It
is only possible to change the languages of Dedicated audio conferencing numbers. The Edit option is only
shown when a Dedicated audio conferencing number is selected.
3. In the pane on the right, choose the default language you want and any alternate languages.
NOTE
The default and alternate languages that are supported are listed. The order in which you select them in the lists will
be the order of the languages presented to callers.
4. Click Save.
Want else should I know?

To see the list of supported languages for Audio Conferencing, see Audio Conferencing supported
languages.
Languages can be set for dedicated but not for shared phone numbers.
To see a list of countries/regions in which Audio Conferencing in Office 365 using Microsoft as the
provider is available, see Phone numbers for Audio Conferencing.
Want to use Windows PowerShell?

Related topics
Manage the Audio Conferencing settings for your
organization in Microsoft Teams
It might be easier for you to see all of the audio conferencing settings for Microsoft Teams in one place.
NOTE
Assign an Audio Conferencing license

NOTE
You can't assign licenses using Teams. You must use the Microsoft 365 admin center. See Assign Skype for Business and
Microsoft Teams licenses.
To assign a license for a user

1. Sign in to Microsoft 365 with your work or school account.
2. In the left navigation of the Microsoft 365 admin center, go to Users > Active users, and then select the
user or users from the list of available users.
NOTE
If you are assigning licenses to up to 20 users at the same time, you can use the Select a view drop-down then
choose one of the options or create your own view. Then click Edit, Next twice then select the license and click
Submit.
3. In the Action pane under Product licenses, click Edit.

4. On the Product Licenses page, turn on Audio Conferencing and then click Save. For more on licensing,
see Microsoft Teams add-on licensing.
NOTE
After you assign the license, Microsoft might not appear initially in the list as an audio conferencing provider. If this happens,
either log out of the admin center or press CTRL+F5 to refresh the browser window.
Enable or disable emails sent to audio conferencing users

settings change.
4. Click Save.
Reset the meeting conference ID

1. In the left navigation, click Users, and then select the user from the list of available users.
2. Under Audio Conferencing, click Reset conference ID.
3. In the Reset conference ID? window, click Reset. A conference ID will be automatically created and an
email sent to the user with the new conference ID if sending email to your users is enabled. It's enabled by
default.
See Reset a conference ID for a user.
Reset a conference organizer's PIN

Each meeting that a user schedules will get assigned a unique conference ID. Although a conference ID will be
automatically created and assigned to a user, there may be times when a user doesn't want to use this one and you
want to set it to a certain number, or your users can't remember or have lost their conference ID.

2. Under Audio Conferencing, click Reset PIN, and then click Reset.
Users will receive an email with their PIN when they're enabled for audio conferencing or when the PIN is reset.
But if you have disabled automatically sending emails, a PIN reset email won't be sent and you will have to
manually send the PIN to the user. The PIN will only be shown once after it has been reset. After it's displayed just
after being reset, the PIN won't be shown anymore on the user properties; instead, ***** will be shown.
See Reset the Audio Conferencing PIN.
Send an email with Audio Conferencing information to a user

2. Under Audio Conferencing, click Send conference info in email.
NOTE
When you do this, the audio conferencing PIN isn't sent to the user.
See Send an email to a user with their Audio Conferencing information.
Set the phone numbers included on invites

2. Next to Audio Conferencing, click Edit.
3. In the Audio Conferencing pane, you can set the Toll number and, if allowed, the Toll-free number.
4. Click Save.
See Set the phone numbers included on invites.
Choose audio conferencing bridge settings

Set the meeting experience when callers join a meeting

3. In the Bridge settings pane, enable or disable Meeting entry and exit notifications.
This is enabled by default. If you disable this option, users who have already joined the meeting by default
won't be notified when someone enters or leaves the meeting.
4. Under Entry/exit announcement type, choose either Tones or Names or phone numbers.
If you choose Names or phone numbers, you can also choose to enable or disable Ask callers to record
their name before joining the meeting.
5. Click Save.
See Change the settings for an Audio Conferencing bridge.
Set the PIN length for meetings
3. In the Bridge settings pane, enter the number of digits you want for the PIN in the PIN length list, and
then click Save.
The PIN must be between 4 and 12 digits. The default is 5.
See Change the settings for an Audio Conferencing bridge.
Enable or disable email from being sent to audio users
3. In the Bridge settings pane, enable or disable Automatically send emails to users if their audio
conferencing settings change.
4. Click Save.
You can also send email to the user with the audio conferencing settings, by going to the user's audio
conferencing properties and clicking Send conference info in email.
If you do this, an email will be sent that only includes conference ID and conference phone number, but the
PIN won't be included.
See Send an email to a user with their Audio Conferencing information.
See and set the primary (default) and secondary (alternate) languages
on an audio conferencing bridge
2. Select a phone number from the list and click Edit.
3. Choose the languages you want under Default language and Alternate languages (optional).
4. Click Save.
See Set auto attendant languages for Audio Conferencing.
See audio conferencing dial-in numbers

2. Select a phone number from the list and click Edit. Here you can:
View the phone numbers that are set by Office 365 to be used for Audio Conferencing.
View the location, and the primary language, that will be used by the Audio Conferencing auto
attendant.
See See a list of Audio Conferencing numbers.

information.
Related topics
Manage the Audio Conferencing settings for a user
Audio Conferencing pay-per-minute
In addition to the standard Audio Conferencing per-user license, Volume and Licensing organizations can also
choose a pay-per-minute offer to enable Audio Conferencing capabilities for their organizations.
You can find out if your country/region is supported for Audio Conferencing.
NOTE
Because this offer is only available to Volume and Licensing customers, you will need to work with your account
representative to acquire licenses.
Need some details?

Whereas the Audio Conferencing per-user license offer includes dial-in usage and some dial-out usage, Audio
Conferencing pay-per-minute allows you to pay for all of your Audio Conferencing usage on a per-minute
basis without paying for a per-user monthly license. With this, all dial-in and dial-out calls will be charged on
a per-minute basis, including:
Inbound calls to toll Audio Conferencing numbers of your organization.
Inbound calls to toll-free Audio Conferencing numbers of your organization.
Outbound calls placed to external phone numbers from within a meeting of your organization.
NOTE
You can find the dial-in and dial-out rates associated to these types of calls by reviewing the See rates for where you want
to call section in Audio Conferencing.
Pay-per-minute requires your organization to have Communications Credits enabled with a license assigned to
each user in order for Audio Conferencing to work. If you want more details, see Set up Communications Credits
for your organization and/or Microsoft Teams add-on licensing.
To enable Audio Conferencing pay-per-minute for users in your organization, see Try or purchase Audio
Conferencing in Office 365.
Why is it best for you?

Pay per-minute will only be charged on a per-minute basis for each inbound or outbound call placed by
each attendee during a scheduled meeting (rates vary for toll or toll-free call and by destination) instead of
using Skype for Business or Teams application in a mobile device or PC.
Capability to manage cost since admins can control to restrict the types of dial-outs (international and
domestic) that can be done from the meetings of an organizer. See Outbound calling restriction policies for
Audio Conferencing and user PSTN calls
If you have Audio Conferencing pay-per-minute licenses, you don't have to assign Communications Credits
licenses separately to each user specifically for Audio Conferencing usage (you might still need to assign
them for other services).
Control and monitor pay-per minute charges by using Communications Credits.
More flexibility in pricing for customers who don't need all users on a subscription basis.
Enable Audio Conferencing pay-per-minute along with a monthly subscription of E5 or a standalone Audio
Conferencing subscription, both services will continue to work the same way. Changes will have no effect
on the operations of Audio Conferencing or Communications Credits.
Want to find out more about pricing?

Looking for prices? See How to see prices and buy add-on licenses or one of the following:
Pricing for Audio Conferencing
Pricing for Phone System
Pricing for Calling Plans
Related topics
Microsoft Teams add-on licensing
in Microsoft Teams
As an Office 365 admin, you can edit the Audio Conferencing settings—such as the provider, default toll or toll-
free number, conference ID, or PIN —for an individual user in your organization. If you want to edit settings for
your organization, see Manage the Audio Conferencing settings for your organization.

2. Click Edit.
3. Under Audio Conferencing, modify any of the following:
SETTING DESCRIPTION
Audio conferencing To turn audio conferencing on or off for the user, click Edit
next to Audio Conferencing, and then in the Audio
Conferencing pane, toggle Audio conferencing On or Off.
Send conference info in email Click this link only if you want to immediately send an email
to the user with his or her conference ID and phone number.
(This email does not include the PIN.) See Send an email to a
user with their Audio Conferencing information.
Conference ID Click Reset conference ID if you need to reset the

conference ID for the user. For more information, see Reset a
conference ID for a user.
PIN Click Reset PIN if you need to reset the PIN for the user. For
more information, see Reset the Audio Conferencing PIN.
Default conferencing toll phone number (required) These will be numbers that are set on the audio conferencing
bridge. Format the numbers as you want them to appear in
Skype for Business and Microsoft Teams meeting requests. To
change the default toll number, click Edit next to Audio
Conferencing and in the Audio Conferencing pane, select a
number under Toll number.
Invites from this user can include toll-free number To change this setting, click Edit next to Audio Conferencing
and in the Audio Conferencing pane, toggle Include toll-
free numbers in meeting requests from this user On or
Off.
Unauthenticated users can be the first person in the To change this setting, toggle Unauthenticated users can be
meeting the first person in the meeting On or Off.
Dial-out permissions To change this setting, click Edit next to Audio Conferencing
and in the Audio Conferencing pane, choose an option
under Dial-out from meetings.
NOTE
Related topics
Manage the Audio Conferencing settings for your organization
See a list of users that are enabled for Audio
Conferencing in Microsoft Teams
After you have enabled Microsoft Teams users in your organization for Audio Conferencing, you can view the list
of those users who have been enabled.
NOTE
Viewing a list of users

In the Microsoft Teams admin center, in the left navigation, click Users.
What else should I know?

When you view the list of users that are enabled, you can select a user from the list to edit the audio
conferencing settings for that user.
When you select a single user, you can view the default phone number assigned to the user and any other
relevant audio conferencing settings.
You can use the search button to search for an individual user in the list.

information.
Related topics
Enable users to record their name when they join a
meeting in Microsoft Teams
When you are setting up Audio Conferencing in Office 365, you will receive phone numbers and what is called an
audio conferencing bridge. A conferencing bridge can contain one or more phone numbers that can be a dedicated
or shared phone number.
bridge answers the caller with voice prompts from an auto attendant, and then, depending on their settings, can
play notifications, ask callers to record their name, and set up the PIN security for meeting organizers. PINs are
given to meeting organizers to allow them to start a meeting. However, you can set it up so a PIN isn't required to
start a meeting.
Set whether callers should record their name

3. Enable or disable Meeting entry and exit notifications.
4. If enabling notifications, choose Names or phone numbers under Entry/exit announcement type, and
then turn on Ask callers to record their name before joining a meeting.
5. Click Save.
NOTE

information.
Related topics
Reset a conference ID for a user in Microsoft Teams
A dynamic conference ID is included at the bottom of meeting invitations along with the dial-in phone numbers
that can be used by callers to call in to a meeting. When the user dials the phone number, the auto attendant for
the meeting will ask the caller to enter this conference ID so they can attend the meeting.
NOTE
If your conferencing provider is Microsoft, your users' conference IDs are set to Dynamic Only by default. Unfortunately,
there's no ability to change it to become static, as this is now unsupported. Conference IDs are only automatically set for
Microsoft Teams users enabled for Audio Conferencing.
Resetting the conference ID for a user

2. Click Edit.
3. Under Audio Conferencing click Reset conference ID.
4. In the Reset conference ID window, click Reset. A conference ID will be automatically created and an
email sent to the user with the new conference ID. By default, emails are sent to users, but this can be
turned off.
NOTE
After you reset the conference ID, an email with the new conference ID will be sent to the user. This email will be sent to the
primary email address, in many cases, their Office 365 mailbox. The email contains the new conference ID, default dial-in
phone number(s) and instructions for updating existing meetings.
NOTE
What else should I know?

You can send all of the conferencing information to the user in an email that includes the conference ID and
dial-in phone numbers by clicking Send conference info in email for the user in the Audio
Conferencing section. It doesn't send the PIN.
A conference ID will contain 7 digits, and you can't change its length.
After it has been reset, you can see the new conference ID listed under Conference ID.
After a new conference ID is created, the old conference ID can't be used by callers. You should notify users
to reschedule their existing meeting invites to make sure the new conference ID is added to the invitations.
Windows PowerShell, you can manage Office 365 using a single point of administration that can simplify your
daily work when you have multiple tasks to do. To get started with Windows PowerShell, see these topics:
information.
Related topics
Reset the Audio Conferencing PIN
Reset the Audio Conferencing PIN in Microsoft
Teams
A PIN is a code made up of numbers that is created for each Microsoft Teams user who is enabled for audio
conferencing. Audio conferencing PINs are used by meeting organizers to identify that they are the meeting
organizer and allow them to start a meeting over the phone. If they use the Microsoft Teams app to start the
meeting, a PIN isn't required. If users forget their PIN and they can't find it in the email that was sent to them
when they were enabled for audio conferencing, an administrator can reset their PIN, or they can reset their own
PIN.
Meetings can be started when an authenticated user joins using the Microsoft Teams app or when the organizer
joins with his or her PIN over the phone. When a meeting requires a PIN to start, users who join over the phone
will be placed in the lobby and will listen to music on hold until the meeting starts. If the organizer of a meeting
doesn't require a PIN to start the meeting over the phone, then callers won't be asked to provide a PIN when they
join the meeting.
Reset a user's PIN

2. Click Edit.
3. Under Audio Conferencing, click Reset PIN.
4. Click Reset.
NOTE
Have a user reset his or her own PIN

1. Have the user go to https://admin0m.online.lync.com/lscp/usp/pstnconferencing.
2. Click Reset PIN.
What else should you know about PINs?

For security purposes, the PIN is only shown to an administrator on one time, when the PIN is reset. After
the PIN is reset by an administrator, the PIN will be listed as ***********.
Automatically sending emails to users is enabled by default, and users will receive an email with their PIN
when they're enabled for audio conferencing or when the PIN is reset. But if you have disabled
automatically sending emails, a PIN reset email won't be sent to a user and you will have to manually send
the PIN information to the user.
When a meeting starts, all of the users in the lobby will automatically join it. For example, if two
participants try to join a meeting before it has been started, they will be put in the lobby and will listen to
music on hold, and when the meeting organizer joins using his PIN via phone, the meeting will start and
the participants in the lobby will join the meeting.
The default setting is to not allow a meeting to be started by anonymous callers.
When you enable a user for audio conferencing, by default they are sent emails that include conferencing
information and their PIN. The user must have an Office 365 mailbox, because when a PIN is reset, a new
PIN will be sent to the user in email to their primary SMTP address (alias) that is set for the user.
When you set up audio conferencing, you set the digits that are required for the PINs in your organization.
PINs can be from 4 to 12 digits - the default is 5. If you change the PIN length setting, the setting is only
applied on newly generated PINs and isn't applied to the PIN setting for existing users that are enabled for
audio conferencing. See Set the length of the PIN for Audio Conferencing meetings.
The email by default will be set to the Office 365 primary SMTP address of the user. You can send an email
to a non-Office 365 address such as a Hotmail or MSN email address. You can override the default email
address by using Windows PowerShell. This is useful if the users don't have an Exchange mailbox in Office
365.

information.
Related topics
Reset a conference ID for a user
Emails sent to users when their settings change in
Microsoft Teams
Emails will be automatically sent to users who are enabled for Audio Conferencing using Microsoft as the audio
By default, there are four types of email that will be sent to your users who are enabled for Audio Conferencing.
However, if you want to limit the number of emails sent to users, you can turn it off. Audio Conferencing in Office
365 will send email to your users' email when:
An Audio Conferencing license is assigned to them or when you are changing the audio
conferencing provider to Microsoft.
This email includes the conference ID, the default conference phone number for the meetings, the audio
conferencing PIN for the user, and the instructions and link to use the Skype for Business Online Meeting
Update Tool that is used to update existing meetings for the user. See Assign Microsoft Teams licenses or
Assign Microsoft as the audio conferencing provider.
NOTE
If your organization has been enabled for dynamic conference IDs, all of a user's meetings that they schedule will
have unique conference IDs. You can set up Audio Conferencing dynamic IDs in your organization.

To find out more about licensing, see Microsoft Teams add-on licensing.
The conference ID or default conference phone number of a user changes.
This email contains the conference ID, default conference phone number, and the instructions and link to
use the Skype for Business Online Meeting Update Tool that is used to update existing meetings for the
user. But this email doesn't include the user's audio conferencing PIN. See Reset a conference ID for a user.
The audio conferencing PIN of a user is reset.

This email contains the organizer's audio conferencing PIN, the existing conference ID, and default
conference phone number for the user. See Reset the Audio Conferencing PIN.
A user's license is removed or when audio conferencing provider changes from Microsoft to other
provider or None.
This happens when the Audio Conferencing license is removed from a user or when changing the audio
conferencing provider of a user from Microsoft to a third-party audio conferencing provider or when
setting the provider to None. This email contains the instructions and information for the user to use the
Skype for Business Online Meeting Update Tool to remove audio conferencing specific information, such
as the default conference phone number or conference ID.
See Assign or remove licenses for Office 365 for business.
NOTE
Make changes to the email messages that are sent to them
You can make changes to the email that is automatically sent to users. By default, the sender of the emails will be
from Office 365, but you can change the display name using Windows PowerShell. See the Microsoft Teams
PowerShell reference for more information.
What if you don't want email to be sent to them?

When you disable sending emails to users, email won't be sent even when a user gets assigned a license. In this
case, the conference ID, default conferencing phone number, and, more importantly, their audio conferencing PIN
won't be sent to the user. When this happens, you must tell the user by sending them a separate email or by
calling them.
By default, emails will be sent to your users, but if you want to prevent them from receiving email for audio
conferencing, you can use Microsoft Teams or Windows PowerShell.

settings change.
4. Click Save.
NOTE


By default, the sender of the emails will be from Office 365, but you can change the email address and display
name using Windows PowerShell.
information.
Related topics
Enable or disable sending emails when Audio
Conferencing settings change in Microsoft Teams
Users are automatically notified by email when they are enabled for Audio Conferencing. There may be times,
however, when you want to reduce the number of emails that are sent to Microsoft Teams users. In such cases, you
can disable sending email.
If you disable sending emails, Audio Conferencing emails won't be sent to your users, including emails for when
users are enabled or disabled for audio conferencing, when their PIN is reset, and when the conference ID and the
default conferencing phone number changes.
Here is an example of the email that is sent to users when they are enabled for Audio Conferencing:
When are emails being sent to your users?

There are several emails that are sent to users in your organization after they are enabled for audio
conferencing:
When an Audio Conferencing license is assigned to them.
When you manually reset the user's audio conferencing PIN.
When you manually reset the user's conference ID.
When the Audio Conferencing license is removed from them.
When the audio conferencing provider of a user is changed from Microsoft to another provider or
None.
When the audio conferencing provider of a user is changed to Microsoft.
Enable or disable email from being sent to users

You can use Microsoft Teams or Windows PowerShell to enable or disable email sent to users.

settings change.
4. Click Save.
NOTE


information.
Related topics
Emails sent to users when their Audio Conferencing settings change
Disabling toll-free numbers for specific Teams users
If your organization has toll-free numbers in its Microsoft Audio Conferencing Bridge, you can allow or prevent
their usage in the meetings of specific organizers.
By default, all users in your organization are enabled for using toll-free numbers, meaning that those numbers, if
available, can be used by participants to join their meetings. If this is not the desired behavior for some users in
your organization, you can restrict specific users from using those numbers in their meetings via a toll-free number
enablement control.
When toll-free numbers are disabled for a given organizer:
A toll-free number will no longer be included in his or her meeting invites.
Toll-free numbers will no longer be listed on the "Find a local number" page that is referenced in his or her
meeting invites.
Participants won't be able to join the meeting of the given organizer if they dial any toll-free number of the
organization.
All meetings of the organizer will be automatically rescheduled, and the toll-free number will be removed
from them.
IMPORTANT
This will resend all of the email invites of the organizer to all the participants of those meetings.
Participants can continue joining meetings of the organizer using toll numbers.
Disabling toll-free numbers for specific users

From the Microsoft Teams admin center:
3. Set Include toll-free numbers in meeting requests from this user to Off.
4. Click Save.
NOTE
Using PowerShell
Outbound calling restriction policies for Audio
Conferencing and user PSTN calls
As an administrator, you can use outbound call controls to restrict the type of audio conferencing and end user
PSTN calls that can be made by users in your organization.
Outbound call controls can be applied on a per-user basis and provide the following two controls to independently
restrict each type of outbound calls. By default, both controls are set to allow international and domestic outbound
calls.
CONTROL DESCRIPTION CONTROL OPTIONS
Audio Conferencing PSTN calls Restricts the type of outbound International and Domestic (default)
calls that are allowed from within Domestic
meetings organized by a user. None
End user PSTN calls Restricts the type of calls International and Domestic (default)
that can be made by a user. Domestic
None
NOTE
A call is considered domestic if the number dialed is in the same country where Office 365 has been set up for the organizer
of the meeting (in the case of audio conferencing), or the end user (in the case of end user PSTN calls).
NOTE
Restrict audio conferencing outbound calls

2. At the top of the page, click Edit.
4. Under Dial-out permission from meetings, select the dial-out restriction option you want.
5. Click Save.

1. In the Skype for Business admin center, in the left navigation, go to Audio conferencing > Users, and
then select the user from the list of available users.
2. In the Action pane, click Edit.
3. Under Restrictions to dial-outs from meetings of this user, select the dial-out restriction option you
want.
4. Click Save.
NOTE
Using PowerShell
Outbound call restrictions are controlled by a single policy called OnlineDialOutPolicy which has a restriction
attribute for each. The policy cannot be customized, rather there are pre-defined policy instances for each
combination of the settings.
You can use the Get-CSOnlineDialOutPolicy cmdlet to view the outbound calling policies and assign them to users
by using the Grant-CSDialOutPolicy cmdlet. (Please note that the Grant cmdlet doesn’t contain the word “Online”
as the Get cmdlet does.)
The following table provides an overview of each policy.
Identity='tag:DialoutCPCandPSTNInternational' User in the conference can dial out to international and

domestic numbers, and this user can also make outbound
calls to international and domestic numbers.
Identity='tag:DialoutCPCDomesticPSTNInternational' User in the conference can only dial out to domestic numbers,
and this user can make outbound calls to international and
domestic numbers.
Identity='tag:DialoutCPCDisabledPSTNInternational' User in the conference cannot make any dial out. This user can
make outbound calls to international and domestic numbers.
Identity='tag:DialoutCPCInternationalPSTNDomestic' User in the conference can dial out to international and

domestic numbers, and this user can only make outbound
calls to domestic PSTN number.
Identity='tag:DialoutCPCInternationalPSTNDisabled' User in the conference can dial out to international and

domestic numbers, and this user cannot make any outbound
calls to PSTN number besides emergency numbers.
Identity='tag:DialoutCPCandPSTNDomestic' User in the conference can only dial out to domestic numbers,
and this user can only make outbound call to domestic PSTN
numbers.
Identity='tag:DialoutCPCDomesticPSTNDisabled' User in the conference can only dial out to domestic numbers,
and this user cannot make any outbound calls to PSTN
number besides emergency numbers.
Identity='tag:DialoutCPCDisabledPSTNDomestic' User in the conference cannot make any dial out, and this user
can only make outbound call to domestic PSTN numbers.
Identity='tag:DialoutCPCandPSTNDisabled' User in the conference cannot make any dial out, and this user
cannot make any outbound calls to PSTN number besides
emergency numbers.
View and reset a conference ID assigned to a user in
Microsoft Teams
A conferencing ID is automatically assigned to a Microsoft Teams user when they are set up for Audio
Conferencing in Office 365 and use Microsoft as the audio conferencing provider. The conference ID assigned is
sent in the meeting invite when the meeting is scheduled. Each meeting that a user schedules will get assigned a
unique conference ID.
Although a conference ID will be automatically created and assigned to a user, there may be times when a user
doesn't want to use this one and you want to set it to a certain number, or when your users can't remember or have
lost their conference ID. You can use Microsoft Teams admin center or Windows PowerShell to view, change, and
reset their conference ID.
An email will be sent to the user with the conference ID and the default audio conferencing phone numbers, or if
you reset the conference ID a different email will be sent that will include the conference ID but not a PIN. For
more information about resetting a conference organizer's PIN, go here.
NOTE
View and reset conference IDs

To view the conference ID
3. Under Audio Conferencing, look under Conference ID.
TIP
You can send all of the conferencing information to the user in an email that includes the conference ID and audio
phone numbers by clicking the Send conference info in email link.

To reset the conference ID
You can reset a conference ID for a user if, for example, they forget it.

3. Under Audio Conferencing, click Reset conference ID.
4. In the Reset conference ID window, click Reset. A conference ID will be automatically created and an email
sent to the user with the new conference ID.
What else should you know?

IMPORTANT
After a new conference ID is created or one is reset, the old conference ID can't be used by callers. You should notify users to
reschedule their existing meeting invites to make sure the new conference ID is added to the invitations.
The conference ID must meet the length in digits set on the audio conferencing bridge. You can't use alphabetic
or special characters in conference IDs; only numbers can be used.

information.
Related topics
Send an email to a user with their Audio
Conferencing information in Microsoft Teams
Sometimes Microsoft Teams users may need you to send them their Audio Conferencing information. You can do
this by clicking Send conference info via email under the properties for a user. When you send this email, it
will contain all of the audio conferencing information, including:
The conference phone or dial-in phone number for the user.
The user's conference ID.
Here is an example of the email that is sent:
NOTE
Send an email with audio conferencing information to a user

3. Under Audio Conferencing, click Send conference info in email.
What else should you know about this email?

There are several emails that are sent to users in your organization after they are enabled for audio
conferencing:
When an Audio Conferencing license is assigned to them.
When you manually reset the user's audio conferencing PIN.
When you manually reset the user's conference ID.
When an Audio Conferencing license is removed from them.
When the audio conferencing provider for a user is changed from Microsoft to another provider or
None.
When the audio conferencing provider for a user is changed to Microsoft.

information.
Related topics
Dialing out from a Microsoft Teams meeting so other
people can join it
As the meeting organizer, you can dial out using the Teams app to let other people join the same meeting using
their phones.
When you dial out to someone, we recommend that you do so using their full phone numbers (including the
country/region code - E.164 format).
Please note that:
You can dial out only if you join a meeting using Teams.
You, as the meeting organizer, have been enabled for audio conferencing.
NOTE
Here's how to get dial out to work:
Step 1: In the meeting, use the Add people option to dial out to a phone number. Step 2: Enter the full
phone number, including the country/region code in the Invite someone or dial a number box.
Supported countries and regions

Dial-out is only available to some countries/regions. For complete list, see Country and region availability for
Allow users to dial in

If you are looking for instructions on how to let your users dial in to a Teams meeting, please see Phone numbers
for Audio Conferencing in Microsoft Teams.
Want to know more about audio conferencing?

Turn on or off entry and exit announcements for
meetings in Microsoft Teams
When you are setting up Audio Conferencing in Office 365, you will get an audio conferencing bridge. A
conferencing bridge can contain one or more phone numbers that people will use to call in to a Microsoft Teams
meeting.
bridge answers the caller with voice prompts from a conferencing auto attendant, and then, depending on your
settings, can play notifications, ask callers to record their name, and set up the PIN security. A PIN is given to a
Microsoft Teams meeting organizer, and it allows them to start a meeting if they can't start the meeting using the
Microsoft Teams app. You can, however, set it so that a PIN isn't required to start a meeting.
NOTE
Setting meeting join options

3. In the Bridge settings pane, enable or disable Meeting entry and exit notifications. This is selected by
default. If you clear it, users who have already joined the meeting won't be notified when someone enters or
leaves the meeting.
4. Under Entry/exit announcement type, select Names or phone numbers or Tones.
5. If you chose Names or phone numbers, enable or disable Ask callers to record their name before
joining the meeting.
6. Click Save.

information.
Related topics
Set the PIN length for Audio Conferencing meetings
in Microsoft Teams
When you are setting up audio conferencing for Microsoft Teams, you will get an audio conferencing bridge. A
conferencing bridge can contain one or more phone numbers. The phone number you set will be included on the
meeting invites for the Microsoft Teams app.
The audio conferencing bridge answers a call for people who are dialing in to a meeting using a phone. It answers
the caller with voice prompts from an auto attendant and then, depending on your settings, can play notifications
and ask callers to record their name. Microsoft bridge settings allow you to change the settings for meeting
notifications and the meeting join experience, and set the length of the PINs that are used by meeting organizers.
Meeting organizers use PINs to start meetings if they can't join the meeting using the Microsoft Teams app.
NOTE
Setting the PIN length

3. In the Bridge settings pane, under PIN length, select the number of digits you want for the PIN.
4. Click Save.
NOTE
A PIN is different from a conference ID. Conference IDs are used by callers when they join the meeting. They are used to
identify the meeting. The PIN is used to authenticate a caller as the meeting organizer.
Want to know more about PIN settings?

PINs can be from 4 to 12 digits; the default is 5. Numbers are only used when creating PINs. Letters and
special characters aren't used.
A PIN is only required for the meeting organizer when a Microsoft Teams user hasn't already started the
meeting. If everyone is dialing in to the meeting, then the PIN is required for the meeting organizer to start
the meeting.
PIN security settings are applied to all of the phone numbers that are associated with a Microsoft bridge.
They will be applied to all meetings that use the phone numbers associated with a given bridge.

information.
Related topics
Set the phone numbers included on invites in
Microsoft Teams
Audio Conferencing in Office 365 enables users in your organization to create Microsoft Teams meetings, and
then allow users to dial in to those meetings using a phone.
A conferencing bridge gives you a set of dial-in phone numbers for your organization. All of them can be used to
join the meetings that a meeting organizer has created, but you can select which ones will be included on their
meeting invites.
NOTE
There can be a maximum of one toll and one toll-free phone number on the meeting invite for a meeting organizer, but
there is also a link located at the bottom of each meeting invite that opens the full list of all dial-in phone numbers that can
be used to join a meeting.
NOTE
Initial assignment of phone numbers that are included in the meeting

invites for new users
The phone numbers that get included in the meeting invites of users enabled for Audio Conferencing are defined
by the default conferencing toll phone number and the default conferencing toll-free phone number user's
settings. Each setting specifies which toll and toll-free number will be included in the meeting invite of a given
user. As noted above, each meeting invite contains one toll number, one optional toll-free number and a link that
opens the full list of all dial-in phone numbers that can be used to join a given meeting.
For a new user, the default conferencing toll numbers is assigned based on the country that is set in the Office
365 profile of the user when the user is enabled for the Audio Conferencing service. If there is a toll number in
the conference bridge that matches the country of the user, that number will be automatically assigned as the
default toll number of the user. If there isn't one, the number that is defined as the default toll number of the
conference bridge will be assigned as the default toll number of the user.
Once the user is enabled for the Audio Conferencing service, the default toll and toll-free phone numbers of the
user can be changed by the tenant administrator from their initial values at any moment.
Set or change the default audio conferencing phone number for a

meeting organizer or user
4. Use the Toll number or Toll-free number fields to enter the numbers for the user.
IMPORTANT
When you change a user's audio conferencing settings, recurring and future Microsoft Teams meetings must be updated
and sent to attendees.
Want to use Windows PowerShell?

information.
Related topics
Start an Audio Conference over the phone without a
PIN in Microsoft Teams
It might be frustrating for users who dial in to a meeting to be held in the meeting's lobby listening to music
because the Microsoft Teams meeting organizer hasn't started the meeting.
If a meeting organizer calls in to the meeting, by default, a PIN is required to start a meeting. You can set it up so
that anyone can dial in to a meeting and not be prompted for a PIN to start the meeting. You can use the admin
center to enable or disable this setting for a single user.
A PIN isn't required for the meeting organizer if someone has started the meeting from the Microsoft Teams app.
A PIN is only required when a meeting organizer joins their meeting over a phone. The PIN for meetings is sent to
the audio user when they are assigned the Audio Conferencing license and are enabled for Audio Conferencing.
See Send an email to a user with their Audio Conferencing information and Emails that are automatically sent to
users when their Audio Conferencing settings change.
NOTE
Enable or disable anonymous callers from joining a meeting

1. In the left navigation, click Users.
2. Select a user in the list, and then click Edit at the top of the page.
4. In the Audio Conferencing pane, enable or disable Unauthenticated callers can be the first person in
a meeting.
5. Click Save.
Using Windows Powershell

If you want to reset the PIN, see Reset the Audio Conferencing PIN.
If anonymous access, or not requiring a PIN to start a meeting, is disabled:
If the meeting hasn't started (there's no one in the meeting yet): A caller will be prompted if he's the
organizer; if he says yes, he'll be prompted for his PIN, and after he inputs the PIN, the meeting will
start and the user will join the meeting.
If the meeting already started (someone else is already in the meeting): A caller won't be prompted if
he's the organizer and he'll never be prompted for the PIN; the meeting is already started, and the
caller will join it.
If anonymous access, or not requiring a PIN to start a meeting, is enabled:
If the meeting hasn't started (there's no one in the meeting yet): A caller won't be prompted if she's
the organizer, and she'll never be prompted for the PIN. Because the setting of the organizer is set to
off, the meeting will start and the anonymous callers will join the meeting.
If the meeting already started (someone else is already in the meeting): A caller won't be prompted if
she's the organizer, and she'll never be prompted for the PIN,;the meeting is already started, and the
caller will join it.

information.
Related topics
Audio Conferencing supported languages
When you are setting up and configuring Audio Conferencing in Office 365, you can select the primary and
secondary (up to 4) languages that are used when callers dial in to a Skype for Business or Microsoft Teams
meeting. Here is the list of supported languages for Audio Conferencing:
IMPORTANT
Primary and secondary languages can be changed only on dedicated Audio Conferencing phone numbers.
Currently supported languages

LANGUAGE COUNTRY/REGION CULTURE ID
Arabic Saudi Arabia ar-SA
Bulgarian Bulgaria bg-BG
Cantonese Hong Kong zh-HK
Chinese (Simplified) China zh-CN
Chinese (Traditional) Taiwan zh-TW
Croatian Croatia hr-HR
Czech Czech Republic cs-CZ
Danish Denmark da-DK
Dutch Netherlands nl-NL
English Australia en-AU
English United Kingdom en-GB
English United States en-US
Estonian Estonia et-EE
Filipino Philippines fil-PH
Finnish Finland fi-FL
French Canada fr-CA
French France fr-FR

German Germany de-DE
Georgian Georgia ka-GE
Greek Greece el-GR
Hebrew Israel he-IL
Hindi India hi-IN
Hungarian Hungary hu-HU
Indonesian Indonesia id-ID
Italian Italy it-IT
Japanese Japan ja-JP
Korean Korea ko-KR
Latvian Latvia lv-LV
Lithuanian Lithuania lt-LT
Malay Malaysia ms-MY
Norwegian (Bokmal) Norway nb-NO
Polish Poland pl-PL
Portuguese Brazil pt-BR
Portuguese Portugal pt-PT
Romanian Romania ro-RO
Russian Russia ru-RU
Slovak Slovakia sk-SK
Slovenian Slovenia sk-SK
Spanish Mexico es-MX
Spanish Spain es-ES
Swedish Sweden sv-SE
Thai Thailand th-TH

Turkish Turkey tr-TR
Ukrainian Ukraine uk-UA
If you are looking for countries or regions where you can purchase Audio Conferencing, see Country and region
availability for Audio Conferencing and Calling Plans.
If you are looking for specific countries or regions that have phone numbers for Audio Conferencing, see Phone
numbers for Audio Conferencing in Microsoft Teams or Phone numbers for Audio Conferencing in Skype for
Business Online.

To save time or automate this, you can use the Get-CsOnlineDialInConferencingLanguagesSupported or
Set-CsOnlineDialInConferencingServiceNumber cmdlets.
Windows PowerShell, you can manage Office 365 using a single point of administration that can simplify
your daily work when you have multiple tasks to do. To get started with Windows PowerShell, see these
topics:
Microsoft 365 admin center, such as when you are making settings changes for many users at one time.
NOTE
PowerShell session that connects to Skype for Business Online. This module, which is supported only on 64-
bit computers, can be downloaded from the Microsoft Download Center at Windows PowerShell Module for
Related topics
Phone numbers for Audio Conferencing in Microsoft
Teams
When you are setting up Audio Conferencing for Microsoft Teams, dial-in phone numbers are automatically
assigned to your organization. To see the phone numbers that are assigned to your audio conferencing bridge, in
the Microsoft Teams admin center, go to Meetings > Conference bridges. For more information, go to See a
list of Audio Conferencing numbers.
Audio Conferencing coverage and pricing

For a complete list of all the countries/regions and cities where Audio Conferencing is available, see Country and
region availability for Audio Conferencing and Calling Plans. For pricing information, see Pricing for Audio
Conferencing.
Dial-in phone numbers in a meeting invite

When a Microsoft Teams user schedules a meeting in Outlook or Outlook Web App, the default audio
conferencing number that is set for the user is included in the meeting invite. If you want to select a different
default number for one or more users, you can change that by going to Users, selecting the user, and editing the
user's Audio Conferencing settings. See Set the phone numbers included on invites.
Dial-in phone numbers set on an audio conferencing bridge

There are two types of audio conferencing phone numbers that can be assigned to your conferencing bridge:
Shared and Dedicated. Both types of these numbers can be used by any caller to join audio meetings that are
being held in your organization.
Dedicated phone numbers are those phone numbers that are only available to users within your
organization. You can change the languages that are used when someone calls in to one of these
numbers.
Shared phone numbers are those phone numbers that can be shared with other Office 365
organizations. You can't change the languages that are used when someone calls in to one of these
numbers.
While the default audio conferencing number that is assigned to an organizer is only included in the meeting
invite, a caller can use any of the phone numbers that are assigned to your conferencing bridge to join a meeting.
The list of phone numbers that can be used to join a meeting is available using the Find a local number link
that is included on every meeting invite.
Automatically assigned audio conferencing phone numbers

Shared audio conferencing phone numbers are automatically assigned to organizations when they're enabled
for audio conferencing. When the phone numbers are assigned, a phone number is assigned as the default
phone number of the conferencing bridge. The phone number assigned as the default number of the bridge will
be one from the country/region of the organization.
To see a list of those countries/regions that have phone numbers automatically assigned to organizations, see
NOTE
The country or region location of your organization can be found by signing in to the Microsoft 365 admin center and
looking under Organization Profile.
Cau t i on
Due to limited availability of toll phone numbers in Venezuela, Indonesia, and United Arab Emirates (UAE ),
organizations from these countries/regions won't have an Audio Conferencing toll number automatically
assigned to them. Toll-free numbers from these locations are available depending on available inventory.

To see the list of supported languages for audio conferencing, see Audio Conferencing supported
languages.
You can set up to four languages for each audio conferencing phone number - one primary and three
secondary. And you can also set languages on a dedicated audio conferencing phone number.
To set the dial-in phone number for a user, see Set the phone numbers included on invites.
Related topics
Country and region availability for Audio
Conferencing and Calling Plans
You can select a country or region to see what cloud voice features are available to your organization.
Select your country or region to see what's available for your

organization
If you are looking for a spreadsheet with all countries and regions, download and save the Cloud voice
feature country/region availability spreadsheet.
After you look to see if one of the Skype for Business or Microsoft Teams services are available, you can see Skype
for Business and Microsoft Teams add-on licensing to help you buy licenses and assign them to your users.
NOTE
If you need to get more telephone numbers for your users, see Getting phone numbers for your users or, for phone number
request forms, Manage phone numbers for your organization.
Want to learn more about these services?

Audio Conferencing
Sometimes people in your organization will need to use a phone to call in to a meeting. Skype for Business and
Microsoft Teams include the Audio Conferencing feature for just this situation! People can call in to meetings using
a phone instead of using the Skype for Business and Microsoft Teams apps on a mobile device or PC. After you
have decided you want Audio Conferencing for your organization, you need to buy one Audio Conferencing
license for each person in your organization who is going to schedule/host an audio meeting.
With Audio Conferencing, there are toll and toll free phone numbers that can be used by your users to dial-in to
meetings. Toll numbers from the following countries or regions are automatically assigned as shared audio
conferencing numbers to organizations when they're enabled for Audio Conferencing. Dedicated toll and toll-free
numbers can be assigned to your organization from additional cities.
IMPORTANT
There isn't a resource that contains a listing of all of the dial-in numbers for Audio Conferencing. To find out if there are dial-in
phone numbers available in your area or country/region, go to Skype for Business admin center > Voice > Phone
Numbers, click Add, and then click New Service Numbers. Use the lists for Country/Region, State/Region, and City to
filter your search. If you are looking for toll-free service numbers, select Toll-Free from the State/Region list.
To see more about Audio Conferencing, see Audio Conferencing common questions
Using the Call Me feature or when adding other people to a meeting so they can join it
In Audio Conferencing there is a feature named "Call Me" and it can be used to let other people join a dial-in
meeting. Use the drop down list above to search for the country/region and see if this feature is available.
Cau t i on
Dialing out to toll-free or free phone numbers may not be possible, because some toll-free numbers only function
from within a certain country or area within a country. For example, if you dial out from the United States to a toll-
free number in Brazil, the call may not be successful because the call didn't originate from within Brazil or from a
specific region within Brazil. The ability to dial out to toll-free numbers varies widely depending on the restrictions
of the toll-free number dialed. Unfortunately, within Office 365, we can't control this behavior, and as a result, your
experience may vary depending on the toll-free number dialed and the restrictions of the toll-free number.
Dialing out from a meeting to another country/region in the world that is not listed below is available using Office
365 Communication Credits. For those users, you will need to Set up Communications Credits for your
organization.
Phone System
With Phone System, you can create auto attendants and call queues (with a toll or toll-free number) to answer
incoming calls for your organization, and when you add a Calling Plan for users they can use Skype for Business to
take care of basic call-control tasks, such as placing and receiving calls, transferring calls, and muting and unmuting
calls. Phone System users can click a name in their address book and Skype for Business will place a call to that
person. To place and receive calls, Phone System users can use their mobile devices, a headset with a laptop or PC,
or one of many IP phones that work with Skype for Business.
The availability of toll phone numbers from some of these locations might vary at any given time depending on
inventory levels. In addition to getting phone numbers for individual users from Office 365, it's also possible to
search and acquire toll or toll-free phone numbers for services such as Audio Conferencing (for conference
bridges), auto attendants and call queues. These are called service numbers. See Getting service phone
numbers to get phone numbers. But for your users, after you assign a Calling Plan to them, you can assign a
user phone number so they can make and receive phone calls. To find those phone numbers, go to Getting
phone numbers for your users. You can also see Assign, change, or remove a phone number for a user.
NOTE
The availability of toll phone numbers from some of these locations might vary at any given time depending on inventory
levels.
Use the drop-down list at the top of the page to search for a country or region and what services are available.
Calling Plans
Along with Phone System, a Calling Plans let users make and receive phone calls. You first need to get a user
(subscriber) phone number (not a service number) to assign to the user, and then assign a Calling Plan. There are
two types of Calling Plans available: Domestic and Domestic and International. See Phone System and Calling
Plans for more details.
You can also see Phone System and Calling Plans licensing for licensing information.
NOTE
The country/region is based on the location of the user's license in the Microsoft 365 admin center > Active Users and not
the billing address listed under the Organization Profile in the Microsoft 365 admin center.
Toll and toll-free phone numbers for services

In addition to getting phone numbers for individual users from Office 365, it's also possible to search and acquire
toll or toll-free phone numbers for services such as Audio Conferencing (for conference bridges), auto attendants,
and call queues. These are called service numbers.
The following is a list of capitals and major cities from where you can get toll service numbers to use with Audio
Conferencing and Calling Plans. You can get toll service numbers from these locations using the Skype for
Business admin center.
If you want to get a toll or toll-free service number, you can see Getting service phone numbers. If you already have
a toll or toll-free service number that you want to transfer from a different provider, see Manage phone numbers
for your organization.
Use the drop down list at the top of the page to search for a country or region and what services are available.
We recommend that you set up Communications Credits for your Audio Conferencing and Calling Plans users that
need the ability to dial out to any destination. Many countries/regions are included, but some destinations might
not be included in your Calling Plan or Audio Conferencing subscriptions.
If you don't set up Communications Credits and assign a license to users and you run out minutes for your
organization (depending on your Calling Plan or Audio Conferencing plan or your country/region), they won't be
able to make calls or dial out from meetings. You can find out more information including recommended funding
amounts by reading What are Communications Credits?
Related topics
Getting service phone numbers for Skype for Business and Microsoft Teams
Availability in Argentina
Find another country or region, or learn more about country and region availability for Audio Conferencing and
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Argentina.
Audio Conferencing
FEATURE DETAILS
Is Audio Conferencing available for purchase? Yes
Are phone numbers automatically assigned for Audio Yes, for:

Conferencing? Buenos Aires
If you want dedicated phone numbers, see Getting service
phone numbers for Skype for Business and Microsoft Teams.
Dial-out capability using the Call Me feature Requires communication credits
Phone System
FEATURE DETAILS
Is Phone System available for purchase? Yes
Auto attendants Available
Call queues Available
Voicemail Available
Calling Plans
FEATURE DETAILS
Calling Plans are available to purchase? No
Minutes available for Calling Plans Not applicable
Can make outbound calls to? Not applicable
Toll and toll free numbers for services

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Buenos Aires
Cordoba
La Plata
Mar Del Plata
Mendoza
San Miguel de Tucuman
Are toll numbers available? Yes
Are toll free numbers available? Yes
If you want to get toll and toll free phone numbers for Audio Conferencing, Auto attendants and Call queues, see
Getting service phone numbers for Skype for Business and Microsoft Teams.
FEATURE DETAILS
Are Communications Credits available? Yes
If you want to set them up, see Set up Communications Credits for your organization.
Related topics
Availability in Australia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Australia.
Audio Conferencing
FEATURE DETAILS
Are phone numbers automatically assigned for Audio No. Please contact us.
Conferencing?
Dial-out capability using the Call Me feature Available
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
IMPORTANT
Only available through Telstra for Australian-based tenants. For more information, see Telstra Calling for Office 365.
FEATURE DETAILS
Calling Plans are available to purchase? Yes, see Telstra Calling for Office 365.
Minutes available for Calling Plans See Telstra Calling for Office 365.
Can make outbound calls to? See Telstra Calling for Office 365.
IMPORTANT
To Delete Australian Subscriber numbers (Provided by Telstra) please contact Telstra directly. To update Emergency Address
information for Australian Subscriber numbers (Provided by Telstra) please contact Telstra directly. For more information, see
Telstra Calling for Office 365.
Toll and toll-free numbers for services

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Adelaide
Brisbane
Canberra
Darwin
Melbourne
Newcastle
Perth
Sydney
Wollongong
Are toll-free numbers available? Yes
If you want to get toll and toll-free phone numbers for auto attendants, call queues or audio conferencing service
numbers, please contact us.
FEATURE DETAILS
Related topics
Availability in Austria
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Austria.
Audio Conferencing
FEATURE DETAILS

Conferencing? Vienna
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Vienna
If you want to get toll and toll-free phone numbers for Audio Conferencing, Auto attendants, and Call queues, see
FEATURE DETAILS
Related topics
Availability in Bahrain
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Bahrain.
Audio Conferencing
FEATURE DETAILS

Conferencing? Manama
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Manama
Are toll-free numbers available? No
FEATURE DETAILS
Are Communications Credits available? No
Related topics
Availability in Belarus
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Belarus.
Audio Conferencing
FEATURE DETAILS
Is Audio Conferencing available for purchase? No
Are phone numbers automatically assigned for Audio No

Conferencing?
Dial-out capability using the Call Me feature Available with Communications Credits pay per minute
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Not applicable
FEATURE DETAILS
Are toll numbers available? No
FEATURE DETAILS
Related topics
Availability in Belgium
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Belgium.
Audio Conferencing
FEATURE DETAILS

Conferencing? Brussels
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
Calling Plans are available to purchase? Yes
Minutes available for Calling Plans. There are four plan options available per calendar month:
120 minute Domestic Calling Plan
600 minute for Domestic and International Calling
Plans
Can make outbound calls to premium numbers? Not supported at this time.
FEATURE DETAILS
Can make outbound calls to? To 196 countries, including these.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Bruges
Brussels
Charleroi
Ghent
Liege
Namur
If you want to get toll and toll-free phone numbers for Audio Conferencing, Auto attendant, and Call queues, see
FEATURE DETAILS
Related topics
Availability in Belize
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Belize.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Bosnia & Herzegovina
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Bosnia and Herzegovina.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Brazil
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Brazil.
Audio Conferencing
FEATURE DETAILS

Conferencing? Sao Paulo
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Rio de Janeiro
Sao Paulo
FEATURE DETAILS
See also
Other Resources
Related topics
Availability in Brunei
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Brunei.
Audio Conferencing
FEATURE DETAILS
Are phone numbers automatically assigned for Audio Not applicable

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Bulgaria
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Bulgaria.
Audio Conferencing
FEATURE DETAILS

Conferencing? Sofia
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Plovdiv
Sofia
Varna
FEATURE DETAILS
Related topics
Availability in Canada
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Canada.
Audio Conferencing
FEATURE DETAILS

Conferencing? Toronto
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
Domestic and International Calling Plan: 3000 minutes
of domestic -OR- 600 minutes of international calling
(whichever is reached first in the calendar month)
FEATURE DETAILS
NOTE
Calls to the U.S. are treated as domestic calls.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Calgary
Montreal
Toronto
Vancouver
Winnipeg
NOTE
When a Calling Plan (domestic or domestic and international) user in the U.S. dials a phone number in Canada it will be
treated as a domestic call. This is also the case when a user in Canada will make a call to a U.S. number.
FEATURE DETAILS
Related topics
Availability in Chile
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Chile.
Audio Conferencing
FEATURE DETAILS

Conferencing? Santiago (only available to organizations within Chile)
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Santiago
Note: Only available to organizations within Chile.

FEATURE DETAILS
Related topics
Availability in China
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for China.
Audio Conferencing
FEATURE DETAILS

Conferencing? Beijing
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Beijing
FEATURE DETAILS
Related topics
Availability in Colombia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Colombia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Bogota
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Bogota
Medellin
FEATURE DETAILS
Related topics
Availability in Costa Rica
calling plans.for Audio Conferencing and calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Costa Rica.
Audio Conferencing
FEATURE DETAILS
Are phone numbers automatically assigned for Audio Phone numbers aren't linked to a specific city or location.
Conferencing? If you want dedicated phone numbers, see Getting service
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Phone numbers aren't linked to a specific city or location.
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Croatia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Croatia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Zagreb
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Osijek
Rijeka
Split
Zadar
Zagreb
FEATURE DETAILS
Related topics
Availability in Cyprus
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Cyprus.
Audio Conferencing
FEATURE DETAILS

Conferencing? Nicosia
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Nicosia
FEATURE DETAILS
Related topics
Availability in the Czech Republic
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the Czech Republic.
Audio Conferencing
FEATURE DETAILS

Conferencing? Prague
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Hradec Kralove
Liberec
Olomouc
Pilsen
Prague
FEATURE DETAILS
Related topics
Availability in Denmark
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Denmark.
Audio Conferencing
FEATURE DETAILS

Conferencing? Copenhagen
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Copenhagen
FEATURE DETAILS
Related topics
Availability in the Dominican Republic
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the Dominican Republic.
Audio Conferencing
FEATURE DETAILS
Are phone numbers automatically assigned for Audio Yes, for Santiago. If you want dedicated phone numbers, see
Conferencing? Getting service phone numbers for Skype for Business and
Microsoft Teams.
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Ecuador
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Ecuador.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Egypt
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Egypt.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in El Salvador
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for El Salvador.
Audio Conferencing
FEATURE DETAILS

Conferencing? San Salvador
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? San Salvador
FEATURE DETAILS
Related topics
Availability in Estonia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Estonia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Tallinn
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Tallinn
FEATURE DETAILS
Related topics
Availability in Finland
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Finland.
Audio Conferencing
FEATURE DETAILS

Conferencing? Helsinki
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Helsinki
Tampere
Turku
FEATURE DETAILS
Related topics
Availability in France
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for France.
Audio Conferencing
FEATURE DETAILS

Conferencing? Paris
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
FEATURE DETAILS
Can make outbound calls to French premium numbers? Yes, fully supported when using Communications Credits to
pay per minute.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Angers
Bordeaux
Carcassonne
Dijon
Grenoble
Le Havre
Lille
Lyon
Marseille
Montpellier
Nantes
Nice
Paris
Reims
Rennes
Saint-Etienne
Strasbourg
Toulon
Toulouse
FEATURE DETAILS
Related topics
Availability in Georgia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Georgia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Tbilisi
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Tbilisi
FEATURE DETAILS
Related topics
Availability in Germany
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Germany.
Audio Conferencing
FEATURE DETAILS

Conferencing? Frankfurt
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
of domestic calling OR 600 minutes of international
calling (whichever is reached first within a calendar
month)
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Frankfurt
FEATURE DETAILS
Related topics
Availability in Greece
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Greece.
Audio Conferencing
FEATURE DETAILS

Conferencing? Athens
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Athens
Larissa
Patras
Thessaloniki
FEATURE DETAILS
Related topics
Availability in Honduras
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Honduras.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Hong Kong
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Hong Kong.
Audio Conferencing
FEATURE DETAILS

Conferencing? Hong Kong
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Hong Kong
FEATURE DETAILS
Related topics
Availability in Hungary
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Hungary.
Audio Conferencing
FEATURE DETAILS

Conferencing? Budapest
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Budapest
Debrecen
Miskolc
Szeged
FEATURE DETAILS
Related topics
Availability in India
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for India.
Audio Conferencing
FEATURE DETAILS

Conferencing? Mumbai
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Mumbai
FEATURE DETAILS
Related topics
Availability in Indonesia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Indonesia.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Ireland
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Ireland.
Audio Conferencing
FEATURE DETAILS

Conferencing? Dublin
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Dublin
FEATURE DETAILS
Related topics
Availability in Israel
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Israel.
Audio Conferencing
FEATURE DETAILS

Conferencing? Tel Aviv
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Haifa
Jerusalem
Tel Aviv
FEATURE DETAILS
Related topics
Availability in Italy
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Italy.
Audio Conferencing
FEATURE DETAILS

Conferencing? Milan
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Milan
FEATURE DETAILS
Related topics
Availability in Japan
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Japan.
IMPORTANT
Using SoftBank for calling in Japan is currently only available to Early Adopters (EA).
Audio Conferencing
FEATURE DETAILS

Conferencing? Tokyo
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
IMPORTANT
Only available through SoftBank for Japanese-based tenants. For more information, see SoftBank Calling for Office 365).
FEATURE DETAILS
Calling Plans are available to purchase? Yes, see SoftBank Calling for Office 365.
FEATURE DETAILS
Minutes available for Calling Plans See SoftBank Calling for Office 365.
Can make outbound calls to? See SoftBank Calling for Office 365.
IMPORTANT
To delete user (subscriber) numbers in Japan (Provided by SoftBank) please contact SoftBank directly. To update emergency
address information for user (subscriber) numbers in Japan (Provided by SoftBank) please contact SoftBank directly. For more
information, see SoftBank Calling for Office 365.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Tokyo
FEATURE DETAILS
Related topics
Availability in Jordan
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Jordan.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Kenya
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Kenya.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Latvia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Latvia.
Audio Conferencing
FEATURE DETAILS
Are phone numbers automatically assigned for Audio Phone numbers aren't linked to a specific city or location. If
Conferencing? you want dedicated phone numbers, see Getting service
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Aluksne
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Lithuania
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Lithuania.
Audio Conferencing
FEATURE DETAILS

Conferencing? Vilnius
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Vilnius
FEATURE DETAILS
Related topics
Availability in Luxembourg
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Luxembourg.
Audio Conferencing
FEATURE DETAILS

Conferencing? Luxembourg
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Luxembourg
FEATURE DETAILS
Related topics
Availability in Macedonia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Macedonia.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Malaysia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Malaysia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Kuala Lumpur
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Kuala Lumpur
FEATURE DETAILS
Related topics
Availability in Malta
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Malta.
Audio Conferencing
FEATURE DETAILS

Conferencing? Valletta
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Valletta
FEATURE DETAILS
Related topics
Availability in Mexico
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Mexico.
Audio Conferencing
FEATURE DETAILS

Conferencing? Mexico City
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Mexico City
FEATURE DETAILS
Related topics
Availability in Moldova
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Moldova.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Monaco
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Monaco.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in the Netherlands
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the Netherlands.
Audio Conferencing
FEATURE DETAILS

Conferencing? Amsterdam
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Amsterdam
FEATURE DETAILS
Related topics
Availability in New Zealand
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for New Zealand.
Audio Conferencing
FEATURE DETAILS

Conferencing? Wellington
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Auckland
Christchurch
Dunedin
Hamilton
Wellington
FEATURE DETAILS
Related topics
Availability in Norway
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Norway.
Audio Conferencing
FEATURE DETAILS

Conferencing? Oslo
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Oslo
FEATURE DETAILS
Related topics
Availability in Pakistan
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Pakistan.
Audio Conferencing
FEATURE DETAILS

Conferencing? Karachi
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Karachi
FEATURE DETAILS
Related topics
Availability in Panama
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Panama.
Audio Conferencing
FEATURE DETAILS

Conferencing? Panama City
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Panama City
FEATURE DETAILS
Related topics
Availability in Paraguay
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Paraguay.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Peru
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Peru.
Audio Conferencing
FEATURE DETAILS

Conferencing? Lima
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Lima
FEATURE DETAILS
Related topics
Availability in the Philippines
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the Philippines.
Audio Conferencing
FEATURE DETAILS

Conferencing? Manila
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Manila
FEATURE DETAILS
Related topics
Availability in Poland
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Poland.
Audio Conferencing
FEATURE DETAILS

Conferencing? Warsaw
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Bydgoszcz
Gdansk
Katowice
Krakow
Lodz
Lublin
Poznan
Szczecin
Warsaw
Wroclaw
FEATURE DETAILS
Related topics
Availability in Portugal
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Portugal.
Audio Conferencing
FEATURE DETAILS

Conferencing? Lisbon
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Lisbon
FEATURE DETAILS
Related topics
Availability in Puerto Rico
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Puerto Rico.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
Minutes available for Calling Plans 3000 domestic minutes or 600 international minutes
(whichever is reached first per calendar month). United States
domestic calling includes calls to all 50 U.S. states and Puerto
Rico. Users assigned with the license usage location of U.S.
and/or Puerto Rico share the same pool of minutes.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? San Juan
FEATURE DETAILS
Related topics
Availability in Qatar
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Qatar.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Romania
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Romania.
Audio Conferencing
FEATURE DETAILS
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Russia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Russia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Moscow
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Moscow
FEATURE DETAILS
Related topics
Availability in Saudi Arabia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Saudi Arabia.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Serbia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Serbia.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Singapore
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Singapore.
Audio Conferencing
FEATURE DETAILS

Conferencing? Singapore
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Singapore
FEATURE DETAILS
Related topics
Availability in Slovakia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Slovakia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Bratislava
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Bratislava
Kosice
Nitra
Presov
Zilina
FEATURE DETAILS
Related topics
Availability in Slovenia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Slovenia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Ljubljana
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Celje
Ljubljana
Maribor City
FEATURE DETAILS
Related topics
Availability in South Africa
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for South Africa.
Audio Conferencing
FEATURE DETAILS

Conferencing? Cape Town
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Cape Town
Durban
Johannesburg
FEATURE DETAILS
Related topics
Availability in South Korea
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for South Korea.
Audio Conferencing
FEATURE DETAILS

Conferencing? Seoul
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Spain
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Spain.
Audio Conferencing
FEATURE DETAILS

Conferencing? Madrid
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Barcelona
Madrid
FEATURE DETAILS
Related topics
Availability in Sri Lanka
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Sri Lanka.
Audio Conferencing
FEATURE DETAILS
Conferencing? you want dedicated phone numbers, seeGetting service phone
numbers for Skype for Business and Microsoft Teams.
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Sweden
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Sweden.
Audio Conferencing
FEATURE DETAILS

Conferencing? Stockholm
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Gothenburg
Helsingborg
Linkoping
Malmo
Orebro
Stockholm
Uppsala
Vasteras
FEATURE DETAILS
Related topics
Availability in Switzerland
NOTE
You can get SERVICE numbers in Switzerland for use with conferencing, auto-attendant and call queues, but you cannot get
USER numbers in Switzerland as calling plans are not available.
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Switzerland.
Audio Conferencing
FEATURE DETAILS

Conferencing? Zurich
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Zurich
FEATURE DETAILS
Related topics
Availability in Taiwan
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Taiwan.
Audio Conferencing
FEATURE DETAILS

Conferencing? Taipei
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Taipei
FEATURE DETAILS
Related topics
Availability in Thailand
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Thailand.
Audio Conferencing
FEATURE DETAILS

Conferencing? Bangkok
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Bangkok
Chiang Mai
Chon Buri
Nakhon Ratchasima
FEATURE DETAILS
Related topics
Availability in Trinidad and Tobago
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Trinidad and Tobago.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Turkey
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Turkey.
Audio Conferencing
FEATURE DETAILS

Conferencing? Istanbul
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Ankara
Antalya
Istanbul
Izmir
FEATURE DETAILS
Related topics
Availability in the Ukraine
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Ukraine.
Audio Conferencing
FEATURE DETAILS
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in the United Arab Emirates (UAE)
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for United Arab Emirates.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in the United Kingdom (U.K.)
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the United Kingdom.
Audio Conferencing
FEATURE DETAILS

Conferencing? London
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
FEATURE DETAILS
Can make outbound calls to premium numbers? Partially supported: Calls to shared cost numbers (prefixes
44843, 44844, 44845, 44870, 44871, 44872) are supported
using Communications Credits to pay per minute. Calls to
449XX prefixes are not supported.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Birmingham
Bolton
Bournemouth
Bradford
Brighton
Bristol
Coventry
Hull
Leeds
Leicester
Liverpool
London
Manchester
Newcastle
Nottingham
Plymouth
Sheffield
Stoke-on-Trent
Teesside (Middlesbrough)
FEATURE DETAILS
Related topics
Availability in the United States (U.S.)
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the United States.
Audio Conferencing
FEATURE DETAILS

Conferencing? Chicago
Dallas
Los Angeles
New York City
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
120 minute Domestic Calling Plan (availability is
limited)
limited)
NOTE
Calls to Canada are treated as domestic calls.
NOTE
United States domestic calling includes calls to all 50 U.S. states and Puerto Rico. Users assigned with the license usage
location of U.S. and/or Puerto Rico share the same pool of minutes.

FEATURE DETAILS
FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Alabama, Birmingham
Arizona, Phoenix
Arkansas, Little Rock
California, Los Angeles
California, San Francisco
Colorado, Denver
Columbia, Washington DC
Connecticut, Hartford
Delaware, Wilmington
Florida, Miami
Georgia, Atlanta
Hawaii, Honolulu
Idaho, Boise
Illinois, Aurora
Illinois, Chicago
Illinois, Cicero
Indiana, Indianapolis
Iowa, Iowa City
Kansas, Wichita
Kentucky, Louisville
Louisiana, New Orleans
Maine, Portland
Maryland, Baltimore
Massachusetts, Boston
Michigan, Pontiac
Minnesota, Minneapolis
Minnesota, St. Paul
Mississippi, Jackson
Missouri, Kansas City
Missouri, St. Louis
Montana, Billings
North Carolina, Charlotte
North Dakota, Fargo
Nebraska, Omaha
Nevada, Las Vegas
New Hampshire, Manchester
New Jersey, Newark
New Mexico, Albuquerque
New York, New York City
Ohio, Columbus
Oklahoma, Oklahoma City
Oregon, Portland
Pennsylvania, Philadelphia
Rhode Island, Providence
South Carolina, Charleston
South Dakota, Sioux Falls
Tennessee, Memphis
Texas, Dallas
Texas, Houston
Utah, Salt Lake City
Vermont, Brattleboro
Virginia, Richmond
Washington, Seattle
West Virginia, Charleston
Wisconsin, Milwaukee
Wyoming, Laramie
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Uruguay
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Uruguay.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Venezuela
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Venezuela.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Vietnam
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Vietnam.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Videos: Audio Conferencing in Microsoft Teams
IMPORTANT
NOTE
Audio Conferencing was formerly known as PSTN Conferencing
Introduction to Audio Conferencing
Plan for Audio Conferencing
Number porting for Audio Conferencing

Cloud Video Interop for Microsoft Teams
Cloud Video Interop (CVI) is a Microsoft Qualified third-party solution that enables third-party meeting rooms
(telepresence) and personal video devices (VTCs) to join Microsoft Teams meetings.
With Microsoft Teams, you get rich online content collaboration in meetings that include audio, video, and content
sharing. This can be enjoyed through the desktop and web client, as well as through many partner devices that
integrate natively with Microsoft Teams. However, many customers have already invested in video
teleconferencing and personal video communication devices, which can be expensive to upgrade. Cloud Video
Interop provides an easy solution, allowing you to keep using your existing solutions until you are ready to
upgrade.
With Cloud Video Interop, Microsoft Teams delivers a native meeting experience for all participants – in meeting
rooms or inside of Teams clients.
Is Cloud Video Interop for me?
Cloud Video Interop provides an intermediate service while you transition to a full native Microsoft Teams
Solution, using Teams endpoints. The service provided should be part of your migration path.
Cloud Video Interop is intended for customers who meet the following criteria:
Have a large deployment of meeting room devices and personal video devices deployment (50+ devices) that
are not qualified for direct integration with Microsoft Teams
Are supported by one of our Cloud Video Interop partners
Want to retain the value of their investment in their current meeting room devices and personal video devices
during the migration to a native Microsoft Teams solution
While Cloud Video Interop provides a great intermediate solution, we encourage our customers to look into our
native Teams Meeting solutions, such as Teams Room Systems, for the long term.
Partners Certified for Microsoft Teams
The following partners have video interop solutions for Microsoft Teams. Your company may choose to work with
any combination of these partners within your enterprise.
PARTNER PARTNER SOLUTION
Polycom RealConnect Service
Pexip Infinity for Microsoft Teams
BlueJeans Gateway for Microsoft Teams
Cloud Video Interop overview

Cloud Video Interop is a third-party service that is offered by our partners to provide interoperability between
existing video conferencing and personal video device solutions on premises, and Microsoft Teams.
The solutions offered by our partners consist of components that can be deployed either fully cloud based or
partially/fully on premises.
The following diagram shows the high-level architecture of our partner solutions.
Deploy Cloud Video Interop
When deploying a Cloud Video Interop solution, it’s important to understand that you are deploying a partner
solution. The general steps you should take to deploy Cloud Video Interop are listed in the following diagram.
Plan
During the plan phase, you should identify the devices that you will not replace with a native Teams device, and
find a Cloud Video Interop partner that can support these devices.
It’s also important to understand that you will need a license for each user who will schedule meetings in which
you want a Cloud Video Interop-enabled device to join. Note that exact licensing requirements can be obtained
from the Cloud Video Interop partner. Ensure that this is clear before you start your deployment.
Configure
The partner that you have chosen for your CVI deployment will provide you with a full deployment document that
consists of all the steps needed to deploy successfully within your organization. This will include firewall ports and
IP ranges, configuration changes for your devices, and other settings that need to change.
Provision
During the provision phase, you will assign licenses to the appropriate users according to the partner
configuration guide. You will also need to go through the Azure Consent process to provide the partner access to
your Teams environment. More information on the Azure Consent process can be found here:
https://docs.microsoft.com/en-us/azure/active-directory/develop/v2-permissions-and-consent
Schedule
After a user is enabled for Cloud Video Interop, any meeting scheduled using either the Teams Meeting Add-in for
Outlook or the Teams Client will have the appropriate additional information automatically added into the Teams
meeting so that Cloud Video Interop-compatible devices can join these meetings.
Join
Depending on the partner solution, there are several ways to join a Cloud Video Interop-enabled meeting. Exact
meeting join scenarios will be provided by your Cloud Video Interop partner. We’ve listed some examples below:
IVR (Interactive Voice Response)
You can dial in to the partner's IVR using the tenantkey@domain.
When you are in the partner IVR, you will be prompted to enter the VTC conferenceId, which will then
connect you to the Teams meeting.
Direct dial
You can directly dial in to the Teams meeting without interacting with the partner’s IVR by using the
direct dial feature, using the full string of tenantkey.VTC ConferenceId@domain.
One-touch dial
If you have an integrated Teams room, you can use the one-touch dial capabilities offered by your
partner (without needing to type any dial string).
Manage Cloud Video Interop

After Cloud Video Interop is deployed, you can manage the devices using the solutions provided by our partners.
Each partner will provide you with an administrative interface that will include both license and device
management.
Reporting is also available directly from the partner administrative interface. For more information on reporting
capabilities, contact the partner of your choice.
Troubleshooting Cloud Video Interop
Cloud Video Interop is a partner-provided service. If you are experiencing issues, the first step is to connect a
device that has the Teams Client installed and connect it to the same segment as the Cloud Video Interop device
that is causing problems.
If Teams functions correctly on this segment, and you have also followed all the networking and configuration
guidelines the partner has provided, you will need to contact the partner for further troubleshooting.
PowerShell for Cloud Video Interop

The following PowerShell cmdlets are available for you to (partially) automate the Cloud Video Interop
deployment.
Get-CsTeamsVideoInteropServicepolicy: Microsoft provides pre-constructed policies for each of our
supported partners that allow you to designate which partner(s) to use for Cloud Video Interop.
This cmdlet allows you to identify the pre-constructed policies that you can use in your organization. You can
assign this policy to one or more of your users by leveraging the Grant-CsTeamsVideoInteropServicePolicy
cmdlet.
Grant-CsTeamsVideoInteropServicePolicy: This cmdlet allows you to assign a pre-constructed policy for
use in your organization or assign the policy to specific users.
New-CsVideoInteropServiceProvider: Use this cmdlet to specify information about a supported CVI
partner that your organization would like to use.
Set-CsVideoInteropServiceProvider: Use this cmdlet to update information about a supported CVI partner
that your organization uses.
Get-CsVideoInteropServiceProvider: Use this cmdlet to get all of the providers that have been configured
for use within the organization.
Remove-CsVideoInteropServiceProvider: Use this cmdlet to remove all provider information about a
provider that your organization no longer uses.
What are Microsoft Teams live events?
Overview
With Teams live events, users in your organization can broadcast video and meeting content to large online
audiences.
Microsoft 365 live events bring live video streaming to a new level, encouraging connection throughout the entire
engagement lifecycle with attendees before, during, and after live events. You can create a live event wherever
your audience, team, or community resides, using Microsoft Stream, Teams, or Yammer.
Teams delivers chat-based collaboration, calling, meetings, and live events, so you can expand the audience of
your meetings. Teams live events is an extension of Teams meetings, enabling users to broadcast video and
meeting content to a large online audience. These are meant for one-to-many communications where the host of
the event is leading the interactions and audience participation is primarily to view the content shared by host.
The attendees can watch the live or recorded event in Yammer, Teams, and/or Stream, and can interact with the
presenters using moderated Q & A or a Yammer conversation.
Teams live events are considered the next version of Skype Meeting Broadcast and will eventually replace the
capabilities provided in Skype Meeting Broadcast. At this point, Microsoft will continue to support Skype Meeting
Broadcast for users who are using Skype for Business in their organizations, with no disruption in service for new
or future events. However, we encourage you to try out Teams live events to leverage all the new and exciting
features including screen sharing and support for external hardware/software encoders.
So, let's get started. First, take a look at the following diagram that shows high level components involved in
Microsoft 365 live events and how they are connected.
Event group roles
Live events in Teams empowers multiple roles (organizer, producer, presenter, and attendee) to successfully
broadcast and participate in an event. To learn more, see Event group roles.
Key components
You can see from the picture above that there are four key components that are used with live events in Teams.
NOTE
For an overview of how to set up live events and the attendee experience, check out these short videos.
Scheduling
Teams provides the ability for the organizers to create an event with the appropriate attendee permissions,
designate event team members, select a production method, and invite attendees. If the live event was created
from within a Yammer group, the live event attendees will be able to use Yammer conversation for interacting
with people in the event.
Production
The video input is the foundation of the live event and it can vary from a single webcam to a multi-camera
professional video production. The live events in Microsoft 365 support a spectrum of production scenarios,
include an event produced in Teams using a webcam or an event produced in an external app or device. You can
choose these options depending on their project requirements and budget. There are two ways to produce events:
Teams: This production method allows users to produce their live events in Teams using their webcam or
using A/V input from Teams room systems. This option is the best and quickest option if you want to use
the audio and video devices connected to the PC or are inviting remote presenters to participate in the
event. This option allows users to easily use their webcams and share their screen as input in the event.
External app or device: External encoders allow users to produce their live events directly from an
external hardware or software-based encoder with Stream. This option is best if you already have studio
quality equipment (for example, media mixers) which support streaming to a Real-time Messaging
Protocol (RTMP ) service. This type of production is typically used in large scale events such as executive
town halls – where a single stream from a media mixer is broadcasted to the audience.
Streaming platform
The live event streaming platform is made up of the following pieces:
Azure Media Services: Azure Media Services gives you broadcast-quality video streaming services to reach
larger audiences on today’s most popular mobile devices. Media Services enhances accessibility, distribution,
and scalability, and makes it easy and cost-effective to stream content to your local or worldwide audiences —
all while protecting your content.
Azure Content Delivery Network (CDN ): Once your stream goes live, it's delivered through the Azure
Content Delivery Network (CDN ). Azure Media Services provides integrated CDN for streaming endpoints.
This allows the streams to be viewed worldwide with no buffering.
Enterprise Content Delivery Network (eCDN )
The goal of eCDN is to take the video content from the internet and distribute the content throughout your
enterprise without impacting network performance. You can use one of the following certified eCDN partners to
optimize your network for live events held within your organization:
Hive
Kollective
Ramp
Attendee experience
The attendee experience is the most important aspect of live events and it's critical that the attendees can
participate in the live event without having any issues. The attendee experience uses Azure Media Player (for
events produced in Teams) and Stream Player (for events produced in an external app or device) and works across
desktop, browser, and mobile (iOS, Android). Office 365 provides Yammer and Teams as two collaboration hubs,
and the live attendee experience is integrated into these collaboration tools.
Live event usage report
Tenant admins can view real time usage analytics for live events in Microsoft Teams admin center. The live event
usage report shows the activity overview of the live events held in the organization. Admins can view event usage
information, including event status, start time, views and production type.
Next steps
Go to Plan for Teams live events.
Related topics
Live events across Microsoft 365 in Yammer, Microsoft Teams, and Microsoft Stream
Get started with Microsoft Teams live events
Live events in Yammer
Live events in Microsoft Stream
Plan for live events in Microsoft Teams
When you're planning Teams live events to hold large meetings in your organization, there are several factors that
you need to consider before starting to set it all up.
Who can create and schedule live events?

The following prerequisites are required for the user to schedule a Teams live event.
Here are the licenses that must be assigned:
An Office 365 Enterprise E1, E3, or E5 license or an Office 365 A3 or A5 license
A Microsoft Teams license
A Microsoft Stream license
IMPORTANT
The user creating and scheduling a live event must have an Exchange Online mailbox.
It's important to know that an Office 365 license is required to participate in a live event as an authenticated user,
but this requirement depends on the production method used:
For events produced in Teams The user must be assigned a Teams license.
For events produced with an external app or device The user must be assigned a Stream license.
NOTE
Teams live events is now available for US Government Cloud Community (GCC) organizations.
For more information about licensing, see Microsoft Teams add-on licensing.
The user must have:
Private meeting scheduling in Teams enabled (The TeamsMeetingPolicy -AllowPrivateMeetingScheduling
parameter = True).
Video sharing enabled in Teams meetings (The TeamsMeetingPolicy -AllowIPVideo parameter = True).
Screen sharing enabled in Teams meetings (The TeamsMeetingPolicy -ScreenSharingMode parameter =
EntireScreen).
Live event scheduling in Teams enabled (The TeamsMeetingBroadcastPolicy -AllowBroadcastScheduling
parameter = True).
Permissions to create live events in Stream (for external app or device production).
IMPORTANT
Office 365 guests, federated, and anonymous users can't be invited as producers or presenters in Teams live events. Office
365 guests and federated users can only watch live events anonymously.
Who can watch live events?

ATTENDEE VISIBILITY TEAMS PRODUCTION EX TERNAL APP OR DEVICE PRODUCTION
Public (anonymous users) Yes No
Guest users No1 No
Everyone in federated company No2 No
Everyone in company Yes Yes
Specific groups / people Yes Yes
1 Can watch live events if the live event is set up using the Org-wide option.
2 Can only watch live events as anonymous users.
Teams live events and Skype Meeting Broadcast

The following table highlights core capabilities and features offered in live events and how they differ from Skype
Meeting Broadcast.
EVENTS PRODUCED IN
CAPABILITY SKYPE MEETING BROADCAST EVENTS PRODUCED IN TEAMS EX TERNAL APP OR DEVICE
Maximum audience size 10,000 attendees 10,000 attendees1 10,000 attendees1
Maximum duration of live 4 hours 4 hours 4 hours

event
Maximum number of 15 15 15
concurrent live events per
Office 365 tenant
Live event creation Skype Meeting Broadcast Teams, Yammer via Teams Teams, Yammer via Teams,
Portal Stream
Audience engagement – ✔ ✔ (integrated experience) ✔ (integrated experience)

Yammer
Audience engagement – ✔ ✔ ✔
Moderated Q & A
Producer client on Windows ✔ (Skype for Business) ✔ (Teams) ✔ (Stream, Teams via
Stream Embed)
Producer client on Mac X ✔ (Teams) ✔ (Stream, Teams via

Stream Embed)
Attendee count in Producer X ✔ (Teams) ✔ (Stream, Teams via

UI Stream Embed)
Allows multiple presenters ✔ (Skype for Business) ✔ (Teams) N/A
Invite a presenter during the ✔ (Skype for Business) X N/A

meeting
EVENTS PRODUCED IN
CAPABILITY SKYPE MEETING BROADCAST EVENTS PRODUCED IN TEAMS EX TERNAL APP OR DEVICE
Presenter join on Web and ✔ (Skype for Business) X N/A

Mobile
Federated & Guest ✔ (Skype for Business) (coming soon) N/A

presenters/attendees
Presenter – PSTN access X ✔ (Teams) N/A
Present a screen X ✔ (Teams) N/A
Present a PowerPoint (PPT ✔ X (mitigated via screen N/A

sharing) sharing)
Cloud based meeting ✔ ✔ ✔

recording
Auto publish recording to X X ✔

Stream
Live captions and subtitles ✔ ✔ X
Captions in live event ✔ ✔ ✔

recordings
Attendee DVR controls ✔ ✔ ✔

(pause, rewind)
Partner eCDN Support ✔ (Hive, Kollective, Ramp) ✔ (Hive, Kollective, Ramp) ✔ (Hive, Kollective, Ramp)
Post-broadcast attendance ✔ ✔ X
report for Producers
Audience Sentiment Analysis ✔ (Microsoft Pulse) X X

– Live voting & polls
1 The limits that are set might be changed.
Regional availability
You can use Teams live events in multiple regions across the world. The following information shows availability
for event team members and attendees.
IMPORTANT
The region for the event is automatically selected depending on the organizer and the Office 365 organization.
Available in these regions

Americas
Europe/Africa
Asia Pacific
Go Local Canada
Exclusions and considerations
Go Locals: United Kingdom and other Teams Go Locals are not currently supported.
China: Event team members and attendees will not be able to use Teams live events because Azure CDN is not
accessible in China. A workaround is to use a company VPN connection, which gets the client connected to
CDN via the customer's corporate network.
Next steps
Go to Set up for Teams live events.
Related topics
Configure live events settings in Teams
Set up for live events in Microsoft Teams
When you're setting up for live events, there are several steps that you must take.
Step 1: Set up your network for live events in Teams

Live events produced in Teams require you to prepare your organization's network for Teams.
Step 2: Get and assign licenses

Ensure you have correct license assignments for who can create and schedule live events and who can watch live
events.
Step 3: Set up live events policies

Live events policies are used to control who in your organization can hold live events and the features that are
available in the events they create. You can use the default policy or create one or more custom live events policies.
After you create a custom policy, assign it to a user or groups of users in your organization.
NOTE
Users in your organization will get the global policy unless you create and assign a custom policy. By default in the global
policy, live event scheduling is enabled for Teams users, live captions and subtitles (transcription) is turned off, everyone in
the organization can join live events, and the recording setting is set to always record.
Create or edit a live events policy

1. In the left navigation, go to Meetings > Live events policies.
2. Do one of the following:
If you want to edit the existing default policy, choose Global (Org-wide default).
If you want to create a new custom policy, choose New policy.
If you want to edit a custom policy, select the policy, and then choose Edit.
Here are the settings you can change to fit the needs of your organization.
SETTING DESCRIPTION
Title This is the title of the policy that appears on the live events
policies page. It can't be longer than 64 characters or have
any special characters.
Description Use this to add a friendly description for the policy.
Allow scheduling Turning this on lets users in your organization create and
schedule live events in Teams. It's important to know that if
you want users to schedule a live event produced with an
external app or device, there are additional steps you must
do. To learn more, see Enable users to schedule events that
were produced with an external app or device.
Allow transcription for attendees This setting can only be applied to events produced in Teams.
Turning this on enables live event attendees to see live
captions and subtitles during the event.
Who can join scheduled live events Choose one of the following.
Everyone Users can create live events that everyone,

including people outside your organization, can attend. This
setting enables the Public permission type in Teams when a
user schedules a live event.
Everyone in the organization Users can create live events
that people in your organization, including guest users added
to your organization, can attend. Users can't create live events
that are attended by anonymous users. This setting enables
the Org-wide permission type in Teams when a user
schedules a live event.
Specific users or groups Users can create live events that
only specific users or groups in your organization can attend.
Users can't create live events that are attended by everyone
in your organization or by anonymous users. This setting
enables the People and groups permission type in Teams
when a user schedules a live event.
Recording setting This setting can only be applied to events produced in Teams.
Choose one of the following.
Always record Live events created by users are always

recorded. After the event is over, event team members can
download the recording and attendees can watch the event.
Never record Live events created by users are never
recorded.
Organizer can record or not Users can decide whether to
record the live event. If it's recorded, after the event is over,
event team members can download the recording and
attendees can watch the event.
You can also do this by using Windows PowerShell. For more information, see Use PowerShell to set live events
policies in Teams.
Assign a live events policy to users
If you created a custom live events policy, assign it to users for the policy to be active.

1. In the left navigation, go to Users, and then select the user.
2. Next to Assigned policies, choose Edit.
3. Select the live events policy you want to assign, and then choose Save.
You can also assign a live events policy to one or more users as follows:

1. Go to Meetings > Live events policies.
Enable users to schedule events that were produced with an external app or device
For users to schedule events produced with an external app or device, you must also do the following:
1. Enable Microsoft Stream for users in your organization. Stream is available as part of eligible Office 365
subscriptions or as a standalone service. Stream isn't included in Business Essentials or Business Premium
plans. See Stream licensing overview for more details.
Learn more about how you can assign licenses to users in Office 365 so that users can access Stream.
Ensure Stream isn't blocked for the users as defined in this article.
2. Ensure users have live event creation permission in Stream. By default, administrators can create events
with an external app or device. Stream administrator can enable additional users for live event creation in
Stream.
3. Ensure live event organizers have consented to the company policy set by Stream admin. If a Stream
administrator has set up a company guidelines policy and requires employees to accept this policy before
saving content, then users must do so before creating a live event (with an external app or device) in Teams.
Before you roll out the live events feature in the organization, make sure users who will be creating these
live events have consented to the policy.
Step 4: Set up a video distribution solution for live events in Teams

Playback of live event videos uses adaptive bitrate streaming (ABR ) but it's a unicast stream, meaning every
viewer is getting their own video stream from the internet. For live events or videos sent out to large portions of
your organization, there could be a significant amount of internet bandwidth consumed by viewers. For
organizations that want to reduce this internet traffic for live events, live events solutions are integrated with
Microsoft's trusted video delivery partners offering software defined networks (SDNs) or enterprise content
delivery networks (eCDNs). These SDN/eCDN platforms enable organizations to optimize network bandwidth
without sacrificing end user viewing experiences. Our partners can help enable a more scalable and efficient video
distribution across your enterprise network.
Purchase and set up your solution outside of Teams Get expert help with scaling video delivery by leveraging
Microsoft’s trusted video delivery partners. Before you can enable a video delivery provider to be used with
Teams you must purchase and set up the SDN/eCDN solution outside and separate from Teams.
The following SDN/eCDN solutions are pre-integrated and can be set up to be used with Stream.
Hive Streaming provides a simple and powerful solution for live and on-demand enterprise video
distribution. Hive is a software-based solution that requires no additional hardware or bandwidth and
provides a secure way to enable thousands of simultaneous video viewers without impact to your network.
For customers looking to understand the impact video is having on their network prior to purchasing an
SDN/eCDN solution, Hive Streaming also provides a browser-based analytics solution for Microsoft
customers. Learn more.
Kollective is a cloud-based, smart peering distribution platform that leverages your existing network
infrastructure to deliver content, in many forms, (live streaming video, on-demand video, software updates,
security patches, etc.) faster, more reliably and with less bandwidth. Our secure platform is trusted by the
world’s largest financial institutions and with no additional hardware, setup and maintenance are easy.
Learn more.
Ramp OmniCache provides next-generation network distribution and ensures seamless delivery of video
content across global WANs, helping event producers optimize network bandwidth and support successful
live event broadcasts and on-demand streaming. The support for Ramp OmniCache for live events
produced in Teams is coming soon. Learn more.
NOTE
Your chosen SDN or eCDN solution is subject to the selected 3rd party provider’s terms of service and privacy policy,
which will governs your use of the provider’s solution. Your use of the provider’s solution will not be subject to the Microsoft
volume licensing terms or Online Services Terms. If you do not agree to the 3rd party provider’s terms, then don't enable
the solution in Teams.
After you set up the SDN or eCDN solution, you're ready to configure the provider for live events in Teams.
Next steps
Go to Configure live events settings in Teams.
Related topics
Configure live events settings in Teams
Use PowerShell to set live events policies in Microsoft
Teams
You can use the following Windows PowerShell cmdlets to set and assign policy settings for live events in Teams:
Get-CsTeamsMeetingBroadcastPolicy
Set-CsTeamsMeetingBroadcastPolicy
New -CsTeamsMeetingBroadcastPolicy
Grant-CsTeamsMeetingBroadcastPolicy
Here are some examples.
Allow users to schedule live events

NOTE
These examples are for events produced in Teams. For events produced with an external app or device, there are additional
steps you must do. For more information, see Enable users to schedule events that were produced with an external app or
device.
Allow a user to schedule live events

If the user is assigned the global policy, run and verify that AllowBroadcastScheduling parameter is set to True:
Get-CsTeamsMeetingBroadcastPolicy -identity Global
Then assign the user to the global policy, run:
Grant-CsTeamsMeetingBroadcastPolicy -Identity {user} -PolicyName $null -Verbose
User scenarios
You want all users in your organization to be able to schedule live events
If users are assigned the global policy, run and verify that AllowBroadcastScheduling *is set to True:
Get-CsTeamsMeetingBroadcastPolicy -identity Global
If users are assigned a policy other than the global policy, run and verify that -AllowBroadcastScheduling is set to
True:
Get-CsTeamsMeetingBroadcastPolicy -identity {policy name}
You want live events scheduling to be disabled across your organization

Disable live events scheduling, run:
Set-CsTeamsMeetingBroadcastPolicy -identity Global -AllowBroadcastScheduling $false
Assign all users in your organization to the global policy, run:
You want a large number of users to be able to schedule live events and prevent a set of users from
scheduling them
Run and verify that AllowBroadcastScheduling is set to True:
Get-CsTeamsMeetingBroadcastPolicy -Identity Global
Then assign a user or users to the global policy, run:
Create a new policy that doesn't allow scheduling live events, run:
New-CSTeamsMeetingBroadcastPolicy -Identity DisabledBroadcastSchedulingPolicy
Set-CsTeamsMeetingBroadcastPolicy -Identity DisabledBroadcastSchedulingPolicy -AllowBroadcastScheduling $false
Then assign users to this policy, run:
Grant-CsTeamsMeetingBroadcastPolicy -Identity {user} -PolicyName DisabledBroadcastSchedulingPolicy -Verbose
You want to disable live event scheduling for a large number of the users and allow a set of users to
schedule them
Set-CsTeamsMeetingBroadcastPolicy -identity Global -AllowBroadcastScheduling $false
Then assign those users to the global policy, run:
Create a policy to allow live events scheduling, run:
New-CSTeamsMeetingBroadcastPolicy -identity EnableBroadcastSchedulingpolicy
Enable live events scheduling, run:
Set-CsTeamsMeetingBroadcastPolicy -identity EnableBroadcastSchedulingpolicy -AllowBroadcastScheduling $true

Then assign users to this policy, run:
Grant-CsTeamsMeetingBroadcastPolicy -Identity {user} -PolicyName EnableBroadcastSchedulingpolicy -Verbose
Set who can join live events

Set the global policy to allow users to create events that everyone, including anonymous users, can attend, run:
Set-CsTeamsMeetingBroadcastPolicy -Identity Global -BroadcastAttendeeVisibility Everyone
Set the recording option for live events

NOTE
This setting applies only to events produced in Teams.
Set the global policy to disable recording for live events:
Set-CsTeamsMeetingBroadcastPolicy -Identity Global -BroadcastRecordingMode AlwaysDisabled
Set live captions and subtitles in live events

NOTE
This setting applies only to events produced in Teams.
Set the global policy to turn on live captions and subtitles (transcription) for event attendees:
Set-CsTeamsMeetingBroadcastPolicy -Identity Global -AllowBroadcastTranscription $true
Related topics
Configure live event settings in Microsoft Teams
Use Teams live events settings to configure settings for live events that are held in your organization. You can set
up a support URL and configure a third-party video distribution provider. These settings apply to all live events
that are created in your organization.
You can easily manage these settings in the Microsoft Teams admin center. In the left navigation, go to Meetings
> Live events settings.
Set up event support URL

This URL is shown to live event attendees. Add the support URL for your organization to give attendees a way to
contact support during a live event.

1. In the left navigation, go to Meetings > Live event settings.
2. Under Support URL, enter your organization's support URL.

Run the following:
Set-CsTeamsMeetingBroadcastConfiguration -SupportURL “{your URL}”
For more information, see Set-CsTeamsMeetingBroadcastConfiguration.

Configure a third-party video distribution provider
If you purchased and set up a software defined network (SDN ) solution or enterprise content delivery network
(eCDN ) solution through a Microsoft video delivery partner, configure the provider for live events in Teams.

1. In the left navigation, go to Meetings > Live event settings.
2. Under Third-party video distribution providers, complete the following:
Use a third-party distribution provider Turn this on to enable the third-party video distribution
provider.
SDN provider name Choose the provider you're using.
Provider license key Enter the license ID that you got from your provider contact.
SDN API template URL Enter the API template URL that you got from your provider contact.
Get the license ID or API token and API template from your provider contact, and then run one of the following,
depending on the provider you're using:
Hive
Set-CsTeamsMeetingBroadcastConfiguration -AllowSdnProviderForBroadcastMeeting $True -SdnProviderName hive -

SdnLicenseId {license ID GUID provided by Hive} -SdnApiTemplateUrl “{API template URL provided by Hive}”
Kollective
Set-CsTeamsMeetingBroadcastConfiguration -AllowSdnProviderForBroadcastMeeting $True -SdnProviderName

kollective -SdnApiTemplateUrl "{API template URL provided by Kollective}" -SdnApiToken {API token GUID
provided by Kollective}
For more information, see Set-CsTeamsMeetingBroadcastConfiguration.
NOTE
If you plan to create live events using an external app or device, you'll also need to configure your eCDN provider with
Microsoft Stream.
Related topics
Cloud voice in Microsoft Teams
You've completed Get started. You've rolled out Teams with chat, teams, channels, & apps across your organization.
Maybe you've deployed Meetings & conferencing. Now you're ready to add cloud voice capabilities for your users.
Cloud voice provides Private Branch Exchange (PBX) capabilities, and options for connecting to the Public Switched
Telephone Network (PSTN ).
This article helps you decide whether you need to change any of the default cloud voice settings, based on your
into two groups, starting with the core set of changes you are more likely to make. The second group includes the
additional settings you may want to configure, based on your organization's needs.
We recommend that all organizations work through the core decisions and then, if your organization has additional
requirements, review the following material.
Learn more about cloud voice

The following articles provide more information about deploying and using cloud voice features in Teams:
Phone System in Office 365
Phone System with Calling Plans
Cloud voice deployment
Watch the following session to learn more about Phone System: Introduction to Phone System in Microsoft
Teams

organization).
Phone System (Office 365)

Phone System is Microsoft's technology for enabling call control and Private Branch Exchange (PBX) capabilities in
the Office 365 cloud. Phone System allows you to replace your existing Private Branch Exchange (PBX) system with
a set of features directly delivered from Office 365 and tightly integrated into the company’s cloud productivity
experience.
ASK YOURSELF ACTION
In which user locations or offices will I implement Phone For more information about Phone System, see What is Phone
System? System in Office 365.
Connection to the Public Switched Telephone Network (PSTN)

To connect Phone System to the Public Switched Telephone Network (PSTN ) so that users can make phone calls
around the world, you have options based on your business need. Ask yourself the following:
ASK YOURSELF ACTION
Do I want to use Microsoft Calling Plan as my telephony For more information, see Phone System with Calling Plans.
carrier?
Do I need to use my own telephony carrier? For more information, see Phone System with Direct Routing.

You may want to change settings for the following, based on your organization's needs and configuration:
Voicemail
Calling identity
Phone numbers from Microsoft
Dial plans
Call queues
Auto attendants
Voicemail
Cloud Voicemail, powered by Azure Voicemail services, supports voicemail deposits to Exchange mailboxes only
and doesn’t support third-party email systems. Cloud Voicemail includes voicemail transcription, which is enabled
for all users in your organization by default. Your business needs might require that you disable voicemail
transcription for specific users or everyone throughout the organization.
ASK YOURSELF ACTION
Do I want to enable Cloud Voicemail? For voicemail setup procedures, see Set up Cloud Voicemail.
Do I want to enable voicemail transcription for some or all of To turn off voicemail transcription, see Setting voicemail
my users? policies in your organization.
Calling identity
By default, all outbound calls use the assigned phone number as calling identity (caller ID ). The recipient of the call
can quickly identify the caller and decide whether to accept or reject the call.
ASK YOURSELF ACTION
Do I want to mask or disable caller ID? To change or block the caller ID, see Set the caller ID for a user.

Microsoft has two types of telephone numbers available: subscriber (user) numbers, which can be assigned to users
in your organization, and service numbers, available as toll and toll-free service numbers, which have higher
concurrent call capacity than subscriber numbers and can be assigned to services such as Audio Conferencing,
Auto Attendants, or Call Queues.
ASK YOURSELF ACTION
Which user locations need new phone numbers from For information about getting phone numbers, see Manage
Microsoft? phone numbers for your organization and Getting phone
numbers for your users.
Which type of telephone number (subscriber or service) do I To help you pick the type of phone number you need, see
need? Different kinds of phone numbers used for Calling Plans.
How do I port existing phone numbers to Office 365? For more information, see Transfer phone numbers to Office
365.
Dial plans
A dial plan in the Phone System feature of Office 365 is a set of normalization rules that translate dialed phone
ASK YOURSELF ACTION
Does my organization need a customized dial plan? To help determine if you need a custom dial plan, see Planning
for tenant dial plans
Which users require a customized dial plan, and which tenant To add users to a customized dial plan in PowerShell, see
Call queues
Cloud call queues include greetings that are used when someone calls in to a phone number for your organization,
the ability to automatically put the calls on hold, and the ability to search for the next available call agent to handle
the call while the people who call are listening to music on hold. You can create single or multiple call queues for
your organization.
ASK YOURSELF ACTION
Does my organization need call queues? For more information, see Create a Cloud call queue and
Setting up your Phone System.
Auto attendants
Cloud auto attendants can be used to create a menu system for your organization that lets external and internal
callers move through a menu system to locate and place or transfer calls to company users or departments in your
organization.
ASK YOURSELF ACTION
Does my organization need auto attendants? For more information, see What are Cloud auto attendants
and Set up a Cloud auto attendant.
Devices
For more information about supported devices, see the following:
Manage your devices in Microsoft Teams
IP Phones
Intelligent communications for devices
What is Phone System in Office 365?
Phone System is the Microsoft technology for enabling call control and PBX capabilities in the Office 365 cloud
with Skype for Business Online and Microsoft Teams. Phone System allows you to replace your existing PBX
system with a set of features delivered from Office 365 that is tightly integrated into your cloud experience. For
more about the features, see Here's what you get with Phone System in Office 365.
With Phone System, users can use Skype for Business Online and Microsoft Teams to place and receive calls,
transfer calls, and mute or unmute calls. Phone System users can click a name in their address book, and Skype
for Business or Microsoft Teams calls to that person. To place and receive calls, Phone System users can use their
mobile devices, a headset with a laptop or PC, or one of many IP phones that work with Skype for Business and
Microsoft Teams. Phone System admins can manage calling options and settings from the same console used for
messaging, collaboration, and so on.
With traditional PBX systems, calls between users in your organization are handled internally within Phone
System, and never go to the PSTN. This applies to calls between users in your organization located in different
geographical areas, removing long-distance costs on these internal calls.
To enable calls to landlines and mobile phones, Phone System can be connected to the PSTN in one of two ways:
Purchase a Calling Plan (domestic or domestic and international) for Office 365. See Phone System and
Calling Plans
Use on-premises PSTN connectivity, where software on premises connects with your existing telephony
infrastructure. See Microsoft telephony solutions.
More about Calling Plans

Using a Calling Plan add-on to Phone System in Office 365 enables PSTN connectivity for calling to landlines and
mobile phones around the world (depending on the licensed service level). Your users are homed in the cloud and
are enabled for Phone System with the Calling Plan add-on provided by Microsoft. Calling Plans don't require an
on-premises server deployment. Calling Plans only work with Phone System in Office 365, and you can't use
Calling Plans with another PBX system.
Because Calling Plans operate within Office 365, this is an all-cloud offering that doesn't require an on-premises
server deployment. You have the choice of using a Domestic or Domestic and International Calling Plan, which is
assigned to each user that you want to make calls. Want to know more?.
Users who are homed in Skype for Business Online or Microsoft Teams in Office 365 have access to Office 365
voice services. Microsoft is the provider of both core calling and PSTN services, and can even provide or port
your users' phone numbers.
Calling Plans in Office 365 allows you to search, acquire, and assign phone numbers to users in your organization
so that users can make and receive phone calls with people inside and outside of your organization.
All types of business use a phone number that allows users to send and receive voice calls is an important
requirement to do business. Phone numbers are often used to identify a user and allow for communication across
organizations. Users who are assigned phone numbers are able to make voice calls across all Skype for Business
and Microsoft Teams devices, including VoIP phones, PCs, and mobile devices.
Calling Plans (domestic and international) are available in specific but growing geographic locations. Check for
availability in your country or region.
Ready to get started? To set up your calling plans for your users, see Set up Calling Plans.
Phone System with Services

Phone System can also be used for services and voicemail:
Auto attendants Phone System in Office 365 auto attendants can be used to create a menu system for
your organization that lets external and internal callers move through a menu system to locate and place or
transfer calls to company users or departments in your organization. See What are Cloud auto attendants?
Call queues With Phone System, you can create call queue greetings that are used when someone calls in
to a phone number for your organization. This includes the ability to automatically put the calls on hold and
the ability to search for the next available call agent to handle the call while the people who call are
listening to music on hold. You can create single or multiple call queues for your organization. See Create a
Cloud call queue.
Voicemail When you get a Phone System license for a user, that user is able to get voicemail that has been
left by callers. Cloud Voicemail is automatically set up and provisioned for users after you assign a Phone
System license and a phone number to them. See Set up Cloud Voicemail.
If you're ready to get started, see Setting up Phone System in your organization.
Related topics
Different kinds of phone numbers used for Calling Plans
Getting phones for Skype for Business Online
Here's what you get with Phone System in Office 365
A PBX is a phone system within a business. The Phone System in Office 365 add-on gives you PBX capabilities,
but without the complicated and expensive equipment.
With the Phone System add-on, you can use Skype for Business to complete basic tasks such as making and
receiving calls, transferring calls, and muting or unmuting calls, from nearly anywhere with Internet access. It's
available worldwide!
For more information, see Pricing for Phone System.
Phone System in Office 365 Features

By using Phone System, your Skype for Business users will get the following features:
Phone System in Office 365 Feature Description
What are Cloud auto attendants? Cloud auto attendants can be used to create a menu system
for your organization that lets external and internal callers
move through a menu system to locate and place or transfer
calls to company users or departments in your organization.
Call answer/initiate (by name and number) Answer inbound calls with a touch, and place outbound calls
either by dialing the full phone number or clicking a name in
Skype for Business or Outlook.
Set Call Forwarding options in Skype for Business Make or answer calls on behalf of a manager you support.
Notifications make it clear to all participants when calls are
being answered or made for someone else.
Call forwarding and simultaneously ring These features allow you to set up forwarding rules so your
calls can go with you anywhere, and you can forward calls to
colleagues or to voicemail.
Find a previous conversation - Lync Keep track of all your conversations in one place, whether
those conversations are from IMs, phone calls, or impromptu
and scheduled meetings. Conversations are recorded in your
call history.
Call hold/retrieve Use when multiple calls occur at the same time. When you
answer the next inbound call or place an outbound call, your
current call goes on hold automatically.
Transfer a Skype for Business call Transfers calls to another person. Or, if you need to leave
your office but want to continue your conversation, you can
transfer the calls from your PC or IP phone to your cell phone
or tablet.
Caller ID Calls from inside your company display a detailed caller ID
that pulls information from your corporate directory, showing
you a picture and job title instead of just a phone number. For
calls from external phone numbers, the caller ID as provided
by phone service provider is displayed.
Create a Cloud call queue Cloud call queues include greetings that are used when
someone calls in to a phone number for your organization,
the ability to automatically put the calls on hold, and the
ability to search for the next available call agent to handle the
call while the people who call are listening to music on hold.
Tell me when someone's status changes This feature allows you to tag people who are currently
unavailable and get notified when their presence changes and
they're ready to take phone calls.
Clients for PC, Mac, and Mobile This gives you calling features on devices, from tablets and
mobile phones to PCs and desktop IP phones.
Device switching Enables you to play your call or meeting on another device.
Change your Lync alerts Play different ringtones for the different types of calls you get
every day, so you quickly know who is calling you.
Change your presence status in Skype for Business Controls your inbound communications with presence,
enabling you to block all incoming communication except
from those you specifically indicate.
Enterprise calendar call routing Enterprise calendar call routing allows you to use your
Exchange calendar business hours to enable or disable call
forwarding and simultaneous ringing in Skype for Business.
Integrated dial-pad Dial by name or by number anywhere in the search bar and in
the dial pad, speeding up the process of making outbound
calls.
Use your desk phone to make a Skype for Business call When your desk phone is configured to register to Skype for
Business Online with your Office 365 credentials, you can call
people in your organization using your desk phone with the
audio for the call going through the phone.
Skype and federated calling You can search for anyone in the Skype directory, then
securely connect, communicate, and collaborate with them.
Set Call Forwarding options in Skype for Business Sends your calls to your team either immediately or after a
set time period.
Make and receive a video call using Skype for Business You can see the speaker's name and video stream in a small
floating window, so you're always ready to respond to any
questions.
Check Skype for Business voicemail and options Here's how Cloud Voicemail works: When a user receives a
voicemail, it is delivered to their mailbox as an email with the
voicemail message as an attachment. They can also listen to
their messages over their Skype certified desktop phone, all
Skype for Business applications, or Lync for Mac 2011.
Cloud Voicemail includes personalized greeting, message
waiting indicator, and reply with call. You can have all of your
voicemail deposited in mailboxes and made available through
Skype for Business on your PC, mobile device, and IP phone.
Music on hold Available in September 2019, Phone System will play default
music defined by the service when an external call from the
Public Switched Telephone Network (PSTN) is placed on hold.
This feature works for one-to-one PSTN-to-Teams calls in
addition to calls made to a call queue. This feature provides
on-hold notification parity with other platforms. (All other
platforms give a visual cue when a user is put on hold, but
the PSTN caller has had no way of knowing.) On first release,
this feature is not configurable by the administrator.
Plan and set up the Phone System in Office 365

Set up Phone System in the way that best suits your business:
You can use the Phone System add-on with your company's existing phone lines, or the Phone System with
Calling Plans service for inbound and outbound calls.
You can get new phone numbers from Office 365, or transfer existing phone numbers to Skype for
Business.
See these articles to plan and set up the Phone System in your business:
Set up Calling Plans: This article has step-by-step instructions to get set up with your phone numbers or to
transfer your existing phone numbers to Skype for Business.
Microsoft telephony solutions: This article lays out all of your deployment options. It also has information
about planning an entirely cloud-only solution.
Microsoft Teams add-on licensing: Learn which licenses you need to buy to get the Phone System in Office
365.
Set up Cloud Voicemail - Admin help
Discover Skype for Business: Help the people in your company learn how to use Skype for Business
features.
Availability
Rich clients Mobile clients IP phones

Works with all supported PC and Mac We have Skype for Business clients for: Choose from a large number of desk
clients in Office 365. iOS phones that are compatible with Skype
Install Skype for Business Android for Business. See Getting phones for
Set up Lync for Mac 2011 for Office Windows Phone Skype for Business Online.
365
Related topics
Setting up Phone System in your organization
The following is a step-by-step guide for setting up Phone System in Office 365. Links to additional, detailed
information are available at the end of each step.
Step 1: Make sure that Phone System is available in your country or

region
1. First go to Country and region availability for Audio Conferencing and Calling Plans, and select your country
or region from the list at the top of the page.
2. Under Phone System, review the list of features and details.
3. If Phone System is available, go to step 2.
To learn more about regional availability of Phone System and Audio Conferencing, see Country and
region availability for Audio Conferencing and Calling Plans.
Step 2: Buy and assign Phone System and Calling Plan licenses
To assign a Phone System and Calling Plan license to a single user the steps are the same as assigning an Office
365 license. See Assign Microsoft Teams licenses. If you want to assign multiple users in bulk, see Assign
Step 3: Get phone numbers for your users

Before you can set up users in your organization to make and receive phone calls, you must get phone numbers
for them.
You have three ways of getting numbers for your users:
Get new numbers using the Skype for Business admin center.
Get new numbers that aren't available in the Skype for Business admin center.
Port or transfer your existing numbers from your current service provider or phone carrier to Office 365.
You must use the Add new user numbers page to see, search, acquire, and reserve those numbers. You can
search by Country/Region, State, and City, and then enter the number of phone numbers you will need for your
users.
Get new user phone numbers
3. In the left navigation go to Voice > Phone numbers, click Add new number , and then click New
user numbers.
Get new numbers that aren't available in the Skype for Business admin center
Sometimes (depending on your country/region) you won't be able to get your new numbers using the Skype for
Business admin center. In this case, you will need to download a form and send it back to us. See Manage phone
numbers for your organization to learn how to request new user numbers.
Port or transfer phone numbers from your service provider or phone carrier
If you need 999 or fewer phone numbers for your users, you can use the New Local Number Port Order
wizard in the Skype for Business admin center. Follow the steps found in Transfer phone numbers to Office
365 to transfer your phone numbers over to Skype for Business Online.
If you need to port more than 999 phone numbers, see Manage phone numbers for your organization to
submit a port order service request or order to get all of these phone numbers ported over to Office 365.
For detailed information about getting new phone numbers or transferring existing numbers, see
Manage phone numbers for your organization.
Step 4: Get service phone numbers (audio conferencing, call queues,

auto attendants)
In addition to getting phone numbers for your users from Office 365, you can search and acquire toll or toll-free
phone numbers for services such as audio conferencing (for conference bridges), auto attendants, and call queues
(also called service numbers). Service phone numbers have a higher concurrent calling capacity than user or
subscriber phone numbers. For example, a service number can handle 100s of calls simultaneously, whereas a
user's phone number can only handle a few calls simultaneously.
Get new service numbers
3. In the left navigation go to Voice > Phone numbers > Add new number, and then click New service
numbers.
IMPORTANT
For you to see the Voice option in the left navigation in the Skype for Business admin center, you must first buy at
least one Enterprise E5 license, one Phone System add-on license, or one Audio Conferencing add-on license.
Get new numbers that aren't available in the Skype for Business admin center
Sometimes (depending on your country/region) you won't be able to get your new numbers using the Skype for
Business admin center. In this case, you will need to download a form and send it back to us. See Manage phone
numbers for your organization to learn how to request new numbers.
Port or transfer existing service numbers
If you want to transfer service numbers from your current service provider or carrier, you need to manually submit
a port order to Microsoft. You have to submit separate port orders for each type of service number (toll vs. toll-
free) that you will be transferring using a Letter of Authorization (LOA). In the Letter of Authorization (LOA), you
must select the correct type of service number. When contacting Microsoft support, please make sure you specify
that you are transferring a service number (and not a user or subscriber number), or the concurrent calling
capacity may not be enough to handle call volumes. If you want to transfer phone numbers or do other things with
your phone numbers, see Manage phone numbers for your organization.
Step 5: If you want to set up Calling Plans

If you have been following the steps above, you have already bought and assigned Phone System and licenses and
a Calling Plan (step 2) and acquired phone numbers for your users (step 3), so your calling plan is partially set up.
Follow the three procedures below to complete the setup of your Calling Plan.
Add emergency addresses and locations for your organization
1. On the Voice page, choose Emergency locations > Add new address.
2. In the New Address pane, enter a name for your address, and then complete the remaining boxes.
TIP
For English customers, if the street name is a number, be sure to include "st" or "th" at the end, as shown in the
above picture.
3. Choose Validate.
If needed, you'll be prompted to make corrections to the address.
Cau t i on
Validating a street or civic address involves making sure that it is legitimate and correctly formatted. It is
possible that a partially correct emergency address, such as if you mistyped the name of the city, may still
pass validation. Even though it's misspelled and passed validation, the combination of the misspelled name
of city along with the other correct parts of the address are enough information to route the call to the
appropriate emergency dispatch center.
TIP
If the address needs to be corrected for emergency response, a green banner will appear notifying you that the
address was updated.
4. After the address is validated, choose Save.

Assign phone numbers and emergency addresses to users
TIP
If you add more people to your business right before doing this step, it may take several hours for them to appear on the
Voice users page. There's a latency.
1. On the Voice users page, select the people who you want to assign a phone number and emergency
address to.
2. In the Action pane, click Assign number.
3. On the Assign number page, in the Select number to assign list, select the phone number for the user.
4. To select an emergency address, enter name of the city in the box and choose Search.
IMPORTANT
If you are outside the United States, your numbers already have an emergency address, but you can change it now.
See Assign or change an emergency address for a user.
5. After you assign both the phone number and emergency address, choose Save.
Tell your users about their new phone numbers
We recommend sending mail or using your business's preferred communication method to tell the people about
their new phone numbers.
Here's how they can see that phone number in their Skype for Business app:
1. Sign in to Skype for Business on your desktop.
2. Choose Settings > Tools > Options.
3. Then choose Phones.
In Microsoft Teams, users can see their phone number by clicking Calls in the left navigation. The phone number
is shown above the dial pad.
For more detailed information about all of the steps involved in setting up a Calling Plan, see Set up
Calling Plans.
Step 6: If you want to set up Audio Conferencing

Sometimes people in your organization will need to use a phone to call in to a meeting. Skype for Business and
Microsoft Teams include the audio conferencing feature for just this situation! People can call in to Skype for
Business or Microsoft Teams meetings using a phone, instead of using the Skype for Business or Microsoft Teams
app on a mobile device or PC.
who dial in don't need any licenses assigned to them or other setup.
For frequently asked questions about Audio Conferencing, see Audio Conferencing common questions.
1. If you purchased Audio Conferencing add-on licenses and Communications Credits licenses, assign them
too. For instructions, see Assign Microsoft Teams licenses.
Decide on your audio conferencing provider. An audio conferencing provider supplies an audio
conferencing bridge. The conferencing bridge sets your dial-in phone numbers, PINs, and conference IDs
for meetings. Decide whether to use Microsoft or a third-party audio conferencing provider:
NOTE
Microsoft Teams users can't user a third-party audio conferencing provider.
Microsoft as your audio conferencing provider: If you want the easiest solution for audio
conferencing, choose Microsoft as your audio conferencing provider.
Third party as your audio conferencing provider: If you are in a country where Audio
Conferencing in Office 365 isn't available, the service quality isn't great because of its location, or
you have an existing contract, choose a third-party audio conferencing provider. To find a provider,
go to Microsoft PinPoint.
2. Assign the audio conferencing provider to people who lead or schedule meetings. See Assign Microsoft as
the audio conferencing provider.
3. Set up meeting invitations. The following steps are optional, but a lot of admins like to do them:
a. Customize meeting invitations in Skype for Business. The dial-in numbers that are set for the user
will be automatically added to the meeting invitations that are sent to attendees. However, you can
add your own help and legal links, a text message, and small company graphic.
b. Set the Audio Conferencing phone numbers for meeting organizers that are included on invites in
Skype for Business or in Microsoft Teams. This is the phone number that will show up in the meeting
that is scheduled by the user.
c. Set auto attendant languages for Audio Conferencing in Skype for Business or in Microsoft Teams
that the audio conferencing auto attendant uses to greet a caller when they dial in to an Audio
Conferencing phone number. This step only applies if you're using Microsoft as your audio provider.
d. Set the length of the PIN for Audio Conferencing meetings in Microsoft Teams.
NOTE
This feature is not yet available to customers using Office 365 operated by 21Vianet in China. To learn more,
see Learn about Office 365 operated by 21Vianet.
For more information about Audio Conferencing, see Set up Audio Conferencing for Microsoft Teams.
Step 7: If you want to set up a Cloud call queue

your organization.
Before you can create and set up your call queues, you will need to get or transfer your existing toll or toll-free
service numbers. After you get the toll or toll-free service phone numbers, they will show up in Skype for
Business admin center > Voice > Phone numbers, and the Number type listed will be listed as Service -
Toll-Free. To get your service numbers, see Getting service phone numbers for Skype for Business and Microsoft
Teams or if you want to transfer and existing service number, see Transfer phone numbers to Office 365.
NOTE
If you are outside the United States, you can't use the Skype for Business admin center to get service numbers. Go to
Manage phone numbers for your organization instead to see how to do it from the outside of the United States.
To create a new call queue, in the Skype for Business admin center, click Call routing > Call queues, click Add
new, and then follow the instructions in Step 3 of Create a Cloud call queue.
For more details about call queues, see Create a Cloud call queue.
Step 8: If you want to set up a Cloud auto attendant

Auto attendants let people that call in to your organization and navigate a menu system to get them to the right
department, call queue, person, or the operator. You can create an auto attendant for your organization by using
the Skype for Business admin center.
To create a new auto attendant, in the Skype for Business admin center, click Call routing > Auto attendants,
click Add new, and then follow the instructions for each page in Step 2 of Create a Cloud auto attendant.
For more details about Cloud auto attendants, see Set up a Cloud auto attendant.
Step 9: Assign service phone numbers (audio conferencing, call

queues, auto attendants)
Once you have your service numbers from Step 4 above, you need to assign them to each type of service that
you want. For example, if you want a dedicated service phone number (toll or toll-free), you will need to assign the
number to the conferencing bridge.
For Audio Conferencing, you can assign a dedicated number to a conferencing bridge by going to
Microsoft 365 admin center > Admin centers > Skype for Business > Audio conferencing and click
on the conference bridge or by seeing Change the toll or toll-free numbers on your Audio Conferencing
bridge.
For Auto Attendants, you can assign a dedicated number to an auto attendant by going to Microsoft 365
admin center > Admin centers > Skype for Business > Call routing > Auto attendants and clicking
on the auto attendant. On the General page, the service number you already have will be listed in the
Phone number drop down. For details, see Set up a Cloud auto attendant.
For Call Queues, you can assign a dedicated number to a call queue by going to Microsoft 365 admin
center > Admin centers > Skype for Business > Call routing > Call queues and click on the call
queue. On the General page the service number you already have will be listed in the Phone number
drop down. For details, see Create a Cloud call queue.
For detailed information about getting new service numbers and porting existing service numbers, see
Getting service phone numbers.
Step 10: Set up Communications Credits for your organization

You will need to set up Communications Credits if you would like to use toll-free numbers with Skype for Business
and Microsoft Teams. Also, we recommend that you set up Communications Credits for your Calling Plans
(Domestic or International) and Audio Conferencing users who need the ability to dial out to any destination.
Many countries/regions are included, but some destinations may not be included in your Calling Plan or Audio
Conferencing subscriptions. If you don't set up Communications Credits billing and assign a Communications
Credits license to your users and you run out minutes for your organization (depending on your Calling Plan or
Audio Conferencing plan in your country/region), those users won't be able to make calls or dial out from Audio
Conferencing meetings. You can get more information, including recommended funding amounts, by reading
NOTE
To find out how much it costs, see the rates here.
To set up Communications Credits

2. In the left navigation of the admin center, go to Billing > Subscriptions > Add-ons > Buy add-ons, and
then choose Communications Credits > Buy now.
3. On the Communications Credits subscription page, fill in your information, and then click Next.
4. Enter your payment information and click Place order.
IMPORTANT
If you are a volume licensing customer, you may choose your enterprise agreement number for payment. If you have
multiple enterprise agreement numbers, you will be able to select which enterprise agreement you would like to use
for payment. You will also be given an opportunity to specify a purchase order number to associate with the
enterprise agreement number (if applicable).
For more detailed information about setting up Communications Credits, see Set up Communications
Credits for your organization.
Assign a Communications Credits license to users
2. In the left navigation of the Microsoft 365 admin center, go to Users > Active users, and then select a user
or users from the list.
4. On the Product licenses page, toggle Communications Credits to On to assign this license, and then
click Save.
NOTE
Even if you have users who are assigned an Enterprise E5 license, it's still recommended that you do this.
To learn more about assigning Communications Credits licenses, see Set up Communications Credits
for your organization.
Related topics
Set up the Common Area Phone license for Microsoft
Teams
NOTE
Common area phones do not support voicemail.
A common area phone is typically placed in an area like a lobby or another area which is available to many people
to make a call; for example, a reception area, lobby, or conference phone. Common area phones are set up as
devices rather than users, and can automatically sign into a network.
In the steps below, we’ll help you set up an account for Phone System to deploy common area phones for your
organization. For a more complete meeting room experience, including audio conferencing, consider purchasing
the dedicated Meeting Room license with a meeting room device.
The first things you need to do are purchase a Common Area Phone (CAP ) license and make sure that you have a
certified phone. To search for and learn more about certified phones, go to Microsoft Teams devices.
Step 1 - Buy the licenses

1. In the Microsoft 365 admin center, go to Billing > Purchase services and then expand Other plans.
2. Select Common Area Phone > Buy now.

3. On the Checkout page click Buy now.
4. Expand Add-on subscriptions and then click to buy a Calling Plan. Choose either the Domestic Calling
Plan or Domestic and International Calling Plan.
NOTE
You don't need a Phone System license. It's included with the Common Area Phone license.
For more information on licenses, see Microsoft Teams add-on licensing.

The Common Area Phone license supports:
COMMON AREA PHONE
Skype for Business ✔
Microsoft Teams ✔
Phone Systems ✔
Audio Conferencing ✘¹
Microsoft Intune ✘²
Worldwide Availability ✔
Channel Availability EA, EAS, CSP, GCC, EES, Web Direct
¹ Common Area Phones can join audio conferences via dial-in number provided by the meeting organizer
² Not available in sovereign clouds
Step 2 - Create a new user account for the phone and assign the
licenses
1. In the Microsoft 365 admin center, go to users > active users > add a user.
2. Enter a user name like “Main" for the first name and "Reception” for the second name.
3. Enter a display name if it doesn't autogenerate one like "Main Reception."
4. Enter a user name like "MainReception" or "Mainlobby."
5. For common area phones, you might want to set a password manually or have the same password for all
your common area phones. Also, you might think about clearing the Make this user change their
password when they first sign in check box.
6. Assign the licenses to the user. On the same page, click to expand Product licenses. Turn on the Common
Area Phone and pick either a Domestic Calling Plan or a Domestic and International Calling Plan.
For more information, see Add a user.
Step 3 - Assign a phone number to the Common Area Phone user

account
Use the Skype for Business admin center to assign a number to the user.
1. In the Microsoft 365 admin center, select Admin centers > Teams & Skype > Legacy portal.
2. In the Skype for Business admin center, select Voice > Phone numbers.
3. Select a number from the list of phone numbers and click Assign.
4. On the Assign page, in the Voice user box, type the name of the user who will be using the phone, and then
select the user in the Select a voice user drop-down list.
5. While you're there you will need to add an emergency address. Choose Search by city, Search by
description, or Search by location from the drop-down list, and then enter the city, description, or location
in the text box. Once you search, look under Select emergency address to pick the right one for you.
6. Click Save and your user should look like this:
NOTE
Users will only show up if they have a Phone System license applied. If you just did this, then sometimes it takes a bit for the
user to show up in the list.
For more information, see Getting phone numbers for your users.
You can also take your phone number that you have with another carrier and "port" or transfer it over to Office
365. See Transfer phone numbers to Office 365.
Set up Cloud Voicemail
This article is for the Office 365 admin who wants to set up the Cloud Voicemail feature for everyone in the
business.
NOTE
Cloud Voicemail supports depositing voicemail messages only in an Exchange mailbox and doesn't support any third-party
email systems.
Cloud-only environments: Set up Cloud Voicemail

For Skype for Business Online and Calling Plans users, Cloud Voicemail is automatically set up and provisioned
for users after you assign a Phone System license and a phone number to them.
1. If the Phone System feature isn't included in your plan, you may need to purchase Phone System add-on
licenses. You may also need to purchase an Exchange Online license. See Microsoft Teams add-on
licensing.
2. Assign or remove licenses for Office 365 for business, the Assign Microsoft Teams licenses, and the
Exchange Online licenses to the people in your business. After you do that, they will be able to receive
voicemail messages!
3. Support for voicemail transcription has been added as of March 2017 and is enabled by default for all
organizations and users. You can disable transcription for your organization by using Windows PowerShell
and following the steps below.
Phone System with on-premises environments

The following information is about configuring Cloud Voicemail to work with on-premises Calling Plan
environments.
1. If the Phone System feature isn't included in your plan, you may need to purchase Phone System add-on
licenses. You also need to purchase an Exchange Online license. See Microsoft Teams add-on licensing.
2. Assign or remove licenses for Office 365 for business, the Assign Microsoft Teams licenses, and the
Exchange Online licenses to the people in your business.
3. Follow instructions matching on-premises PSTN calling solution deployed for your users. For Cloud
Connector Edition, follow instructions in the Enable users for Phone System voice and voicemail
services section of the Configure Skype for Business Cloud Connector Edition guide. For PSTN calling
with Skype for Business Server, follow Enable the users for Enterprise Voice on premises. For Teams
Direct Routing, follow the Configure the phone number and enable enterprise voice and voicemail
section of Configure Direct Routing.
4. Support for voicemail transcription has been added as of March 2017 and is enabled by default for all
organizations and users. You can disable transcription for your organization by using Windows PowerShell
and following the steps below.
5. Voicemail messages are delivered to users' Exchange mailbox via SMTP routed through Exchange Online
Protection. To enable successful delivery of these messages, please be sure that Exchange Connectors are
configured correctly between your Exchange servers and Exchange Online Protection; Use Connectors to
Configure Mail Flow.
6. To enable Voicemail features such as customizing greetings, and visual voicemail in Skype for Business
clients, connectivity from Office 365 to the Exchange server mailbox via Exchange Web Services is
required. To enable this connectivity you must configure the new Exchange Oauth authentication protocol
described in Configure OAuth authentication between Exchange and Exchange Online organizations, or
run the Exchange Hybrid Wizard from Exchange 2013 CU5 or greater. Additionally, you must configure
integration and Oauth between Skype for Business Online and Exchange server described in Configure
Integration and OAuth between Skype for Business Online and Exchange Server.
Setting voicemail policies in your organization

WARNING
For Skype for Business customers, disabling voicemail through a Microsoft Teams calling policy might also disable the
voicemail service for your Skype for Business users.
Voicemail transcription is enabled by default and transcription profanity masking is disabled by default for all
organizations and users; however, you can control them by using the Set-CsOnlineVoicemailPolicy and Grant-
CsOnlineVoicemailPolicy cmdlets.
Voicemail messages received by users in your organization are transcribed in the region where your Office 365
tenant is hosted. The region where your tenant is hosted might not be the same region where the user receiving
the voicemail message is located. To view the region where your tenant is hosted, go to the Organization profile
page and then click View details next to Data location.
IMPORTANT
You can't create a new policy instance for transcription and transcription profanity masking using the New-
CsOnlineVoiceMailPolicy cmdlet, and you can't remove an existing policy instance using the Remove-
CsOnlineVoiceMailPolicy cmdlet.
You can manage the transcription settings for your users using voicemail policies. To see all available voicemail
policy instances, you can use the Get-CsOnlineVoicemailPolicy cmdlet.
PS C:\> Get-CsOnlineVoicemailPolicy
Turning off transcription for your organization

Because the default setting for transcription is on for your organization, you may want to disable it by using Set-
CsOnlineVoicemailPolicy. To do this, run:
Set-CsOnlineVoicemailPolicy -EnableTranscription $false
Turning on transcription profanity masking for your organization

Transcription profanity masking is disabled by default for your organization. If there is a business requirement to
enable it, you can enable transcription profanity masking by using Set-CsOnlineVoicemailPolicy. To do this, run:
Set-CsOnlineVoicemailPolicy -EnableTranscriptionProfanityMasking $true
Turning off transcription for a user

User policies are evaluated before the organizational default settings. For example, if voicemail transcription is
enabled for all of your users, you can assign a policy to disable transcription for a specific user by using the
Grant-CsOnlineVoicemailPolicy cmdlet.
To disable transcription for a single user, run:
Grant-CsOnlineVoicemailPolicy -PolicyName TranscriptionDisabled -Identity sip:amosmar@contoso.com
Turning on transcription profanity masking for a user

To enable transcription profanity masking for a specific user, you can assign a policy to enable transcription
profanity masking for a specific user by using the Grant-CsOnlineVoicemailPolicy cmdlet.
To enable transcription profanity masking for a single user, run:
Grant-CsOnlineVoicemailPolicy -PolicyName TranscriptionProfanityMaskingEnabled -Identity

sip:amosmar@contoso.com
IMPORTANT
The voicemail service in Office 365 caches voicemail policies and updates the cache every 4 hours. So, policy changes that
you make can take up to 4 hours to be applied.
Help your users learn Skype for Business voicemail features

We have training information and articles to help your users be successful with Skype for Business voicemail.
Point them to the following articles:
Check Skype for Business voicemail and options: This article explains how to listen to your voicemail in
Skype for Business, change your voice mail greeting, change your voicemail settings, and listen to your
voicemail at different speeds.
Skype for Business 2016 training
Related topics
Plan for Skype for Business Server and Exchange Server migration
Change the default language for greetings and
emails
If you are an Office 365 global administrator, you can set up Skype for Business to play its default voicemail
greeting in another language. The default system greeting is something like, "Please leave a message for John
Smith. After the tone, please record your message. When you finish recording, hang up, or press the pound key for
more options."
First, read this important info:
The languages that are available to you are determined by the location of your organization. For
example, if your organization is located in the United States, you can set the default language to English or
Spanish. If your organization is located in Canada, you can choose between English and French. For a list of
supported languages, see Languages for voicemail greetings and messages from Skype for Business.
There's no way to change the system language for only one person in your organization. You can
only change the greeting language for everyone on your organization.
NOTE
Users can change their own greeting language through their settings after they sign in.
Do you want to record your outgoing voicemail message? See Check Skype for Business voicemail
and options.
Do you want to change the voicemail prompt language? Go to https://mysettings.lync.com/voicemail
and choose a new language under Prompt Language.
Change the system language for everyone in your organization

1. Sign in with your Office 365 global administrator account athttps://portal.office.com/adminportal/home.
2. In the Microsoft 365 admin center, choose Settings > Organization profile.
3. Choose Edit.
4. Select a language from the Preferred language list for everyone in your organization.
5. Choose Save.
Related articles for the admin

Phone System and Calling Plans
Set up Calling Plans
Plan Phone System in Office 365 with on-premises PSTN connectivity in Skype for Business Server
Related topics
Change your display language and time zone in Office 365 for Business
Add a language or set language preferences in Office 2010 and later)
Enable or change a keyboard layout language
Languages for voicemail greetings and messages
You can set up Skype for Business to play its system voicemail greeting in one of the languages listed in this table.
To change the language that Skype for Business uses for system voicemail greetings, see Change the default
language for voicemail greetings and emails in your organization.
Language Country/region Language code Available for a Available when Transcription

user to see it in the user calls in? available?
email?
Arabic Egypt ar-EG Yes Yes Yes
Catalan Catalan ca-ES Yes Yes Yes
Chinese China zh-hans Yes Yes Yes

(Simplified)
Chinese (Hong China zh-hk Yes, but Chinese Yes Yes, but Chinese
Kong) (Traditional) (zh- (Traditional) (zh-
hant) is used. hant) is used.
Chinese Taiwan zh-hant Yes Yes No

(Traditional)
Croatian Croatia hr-HR Yes Yes Yes
Czech Czech Republic cs-CZ Yes Yes Yes
Danish Denmark da-DK Yes Yes No
Dutch Netherlands nl-NL Yes Yes No
English Australia en-AU Yes, but US Yes Yes, but US

English (en-US) is English (en-US) is
used. used.
English Canada en-CA Yes, but US Yes Yes, but US

used. used.
English India en-IN Yes, but US Yes Yes, but US

used. used.
English United Kingdom en-GB Yes, but US Yes Yes, but US

used. used.
English United States en-US Yes Yes Yes
Finnish Finland fi-Fl Yes Yes No
French Canada fr-CA Yes, but France Yes Yes, but France
French (fr-FR) is French (fr-FR) is
used. used.
French France fr-FR Yes Yes Yes
German Germany de-DE Yes Yes Yes
Greek Greece el-GR Yes Yes Yes
Hungarian Hungary hu-HU Yes Yes Yes
Indonesian Indonesia id-ID Yes Yes Yes
Italian Italy it-IT Yes Yes Yes
Japanese Japan ja-JP Yes Yes Yes
Korean Korean ko-KR Yes Yes No
Norwegian Norway nb-NO Yes Yes No

(Bokmal)
Polish Poland pl-PL Yes Yes No
Portuguese Brazil pt-BR Yes, but Portugal Yes Yes

Portuguese (pt-
PT) is used.
Portuguese Portugal pt-PT Yes Yes Yes, but Brazil

Portuguese (pt-
BR) is used.
Romanian Romania ro-RO Yes Yes Yes
Russian Russia ru-RU Yes Yes No
Slovak Slovakia sk-SK Yes Yes Yes
Slovenian Slovenia sl-SI Yes Yes Yes
Spanish Spain es-ES Yes Yes Yes
Spanish Mexico es-MX Yes, but Spain Yes Yes, but Spain
Spanish (es-ES) is Spanish (es-ES) is
used. used.
Swedish Sweden sv-SE Yes Yes No

Thai Thailand th-TH Yes Yes Yes
Turkish Turkey tr-TR Yes Yes No
Vietnamese Viet Nam vi-VN Yes Yes Yes
Related topics
How can caller ID be used in your organization
Caller ID can be controlled for both inbound and outbound calls for Phone System users by using a policy called
CallingLineIdentity.
The Caller ID functionality is available to all Phone System users regardless of PSTN connectivity:
Online PSTN Connectivity
On-Premises PSTN Connectivity with Skype for Business Cloud Connector Edition (requires Cloud
Connector Edition 1.4.2 and beyond)
On-Premises PSTN Connectivity with Skype for Business Server (requires Skype for Business Server 2015
CU5 and beyond)
NOTE
This policy isn't available in Skype for Business 2015 Server.
Outbound caller ID
There are three options available for outbound PSTN Caller ID:
The telephone number assigned to the user, which is the default.
A telephone number that is classified as a service and toll-free number in your Calling Plans in Office 365
telephone number inventory. It is usually assigned to an organizational auto attendant or call queue.
Set to anonymous.
However, you can't assign these types of phone numbers for the outbound caller ID:
Any phone numbers that are classified as a user in your Calling Plans telephone number inventory
A Skype for Business Server on-premises phone number
To set the outbound caller ID, see Set the Caller ID for a user.
End User Control of Outbound Caller ID
The EnableUserOverride attribute enables single or multiple users to change their Caller ID setting to
Anonymous. This only applies when a CallingLineIdentity policy is configured with a CallingIDSubstitute
parameter of either LineURI or Substitute. The default value of EnableUserOverride is False.
Your end users can set their caller ID to Anonymous by using the Settings tab in the Skype for Business desktop
client, select Calls an End User (if enabled by admin), select Hide my phone number and profile information
for all calls.
Windows Version Supported

Click-to-Run Current Channel released on December Yes
6, 2016 - version 1611 (Build
7571.2072)
Click-to-Run First Release for Deferred Channel Yes

released on February 22, 2017 -
Version 1701 (Build 7766.2060)
Click-to-Run Deferred Channel released on June 13, Yes

2017 - Version 1701 (Build 7766.2092)
MSI Skype for Business No
Mac Skype for Business No
Inbound Caller ID
The BlockIncomingCallerID attribute allows for blocking the caller ID on incoming PSTN calls. You can set this
attribute, but it isn't available to your end users on the user settings page. And it is currently available only with
Online PSTN connectivity.
To set the outbound caller ID, see Set the Caller ID for a user.
Related topics
Skype for Business Online: Emergency Calling disclaimer label
Set the Caller ID for a user
The Phone System in Office 365 provides a default caller ID that is the user's assigned telephone number. You can
either change or block the caller ID (also called a Calling Line ID ) for a user. You can learn more about how to use
caller ID in your organization by going How can caller ID be used in your organization.
TIP
You can't block incoming calls currently in Skype for Business Online.
There are settings that you can change:
NOTE
This is not for on-premises organizations with Lync or Skype for Business Server.
Change their outgoing caller ID You can replace a user's Caller ID, which by default is their telephone
number, with another phone number. For example, you could change the user's Caller ID from their phone
number to a main phone number for your business or change the user's Calling Line ID from their phone
number to a main phone number for the legal department. You can change the Calling ID number to any
Online service number (toll or toll-free).
NOTE
If you want to use the Service parameter, you must specify a valid service number.
Block their outbound caller ID You can block the outgoing Caller ID from being sent on a user's
outgoing PSTN calls. Doing this will block their phone number from being displayed on the phone of a
person being called.
Block their incoming caller ID You can block a user from receiving Caller ID on any incoming PSTN
calls.
IMPORTANT
Emergency calls will always send the user's telephone number (caller ID).
By default, all of these caller ID settings are turned off. This means that the Skype for Business Online user's
phone number can be seen when that user makes a call to a PSTN phone.
To learn more about these settings and how you can use them, go How can caller ID be used in your organization.
Set your caller ID policy settings

NOTE
For all of the Caller ID settings in Skype for Business Online, you must use Windows PowerShell and you can't use the
Skype for Business admin center.
Verify and start Windows PowerShell

Check that you are running Windows PowerShell version 3.0 or higher
1. To verify that you are running version 3.0 or higher: Start Menu > Windows PowerShell.
2. Check the version by typing Get-Host in the Windows PowerShell window.
4. You will also need to install the Windows PowerShell module for Skype for Business Online that enables
you to create a remote Windows PowerShell session that connects to Skype for Business Online. This
module, which is supported only on 64-bit computers, can be downloaded from the Microsoft Download
Center at Windows PowerShell Module for Skype for Business Online. Restart your computer if you are
prompted.
NOTE
PowerShell module.
Import-Module -Name SkypeOnlineConnector

If you want more information about starting Windows PowerShell, see Connect to all Office 365 services in a
single Windows PowerShell window or Set up your computer for Windows PowerShell.
See all of the caller ID policy settings in your organization
To view all of the caller ID policy settings in your organization, run:
Get-CsCallingLineIdentity |fl
See more examples and details for Get-CsCallingLineIdentity.

Create a new caller ID policy for your organization
To create a new caller ID policy that sets the caller ID to anonymous, run:
New-CsCallingLineIdentity -Identity Anonymous -Description "Anonymous policy" -CallingIDSubstitute
Anonymous -EnableUserOverride $false
NOTE
In all cases, the "Service Number" field should not include an initial "+".
See more examples and details for New -CsCallingLineIdentity.

To apply the new policy you created to Amos Marble, run:
Grant-CsCallingLineIdentity -Identity "amos.marble@contoso.com" -PolicyName Anonymous
See more on the Grant-CsCallingLineIdentity cmdlet.

If you have already created a policy, you can use the Set-CsCallingLineIdentity cmdlet to make changes to the
existing policy, and then use the Grant-CsCallingLineIdentity cmdlet to apply the settings to your users.
Set it so the incoming caller ID is blocked
To block the incoming caller ID, run:
Set-CsCallingLineIdentity -Identity "Block Incoming" -BlockIncomingPstnCallerID $true -

EnableUserOverride $true
See more examples and details for Set-CsCallingLineIdentity.

To apply the policy setting you created to a user in your organization, run:
Grant-CsCallingLineIdentity -Identity "amos.marble@contoso.com" -PolicyName "Block Incoming"
See more on the Grant-CsCallingLineIdentity cmdlet.

Remove a caller ID policy
To remove a policy from your organization, run:
Remove-CsCallingLineIdentity -Identity "My Caller ID Policy"
To remove a policy from a user, run:
Grant-CsCallingLineIdentity -Identity "amos.marble@contoso.com" -PolicyName $null

Windows PowerShell, you can manage Office 365 and Skype for Business Online using a single point of
administration that can simplify your daily work, when you have multiple tasks to do. To get started with
Windows PowerShell, see these topics:
Six Reasons Why You Might Want to Use Windows PowerShell to Manage Office 365
Microsoft 365 admin center such as when you are making setting changes for many users at one time.
Related topics
CallerID, as it is typically referred to, actually consists of two user-facing identifiable pieces of information: - A
phone number (typically referred to as CLID or calling line ID ) - Calling party name (typically referred to as CNAM )
which can be up to 15 characters in length.
When a call is made, the CLID (phone number) is routed to the destination's carrier (also known as the terminating
carrier). The CNAM info for the call may or may not be routed with the call as this depends on how the country has
implemented CNAM (if at all). The reliability of CNAM delivery with the call varies depending on the country and
carriers which handle the call either as an intermediary and/or a terminating carrier.
CLID & CNAM transmission is the responsibility of the terminating carrier insofar as the terminating carrier must
support CLID & CNAM functionality as well as provide up to date records for both values. Microsoft reliably
provides CLID values when originating calls, but those values may not be kept intact once they pass through an
intermediary carrier or the terminating carrier. Unfortunately, in the event the CLID value is changed, omitted or
truncated by the intermediary or terminating carrier, Microsoft has little to no recourse in correcting such problems
in the public telephone network.
Inconsistencies in CNAM can be caused by delays in intermediate or terminating carriers refreshing CNAM info in
authoritative databases as in the case of the United States. In countries where there is no authoritative database for
CNAM, individual carrier practices can also cause problems with CNAM information arriving in tact with the call.
Microsoft currently does not support originating CNAM information in countries other than the United States."
Related topics
What are Cloud auto attendants?
Phone System in Office 365 provides auto attendants, which can be used to let external and internal callers move
through a menu system to locate and place or transfer calls to company users or departments in your
organization.
An auto attendant is a series of voice prompts or audio files that callers hear instead of a human operator when
they call an organization. When people call a number associated with an auto attendant, their choices can redirect
the call to a user or locate someone in your organization and then connect to that user. They can express their
choices and interact with the menu system by using a phone keypad (DTMF ) or speech recognition.
To set up an auto attendant for the Phone System in Office 365, go to Set up a Cloud auto attendant.
A Cloud auto attendant has the following features:
It can provide corporate or informational greetings.
It can provide custom corporate menus. You can customize these menus to have more than one level.
It provides directory search that enables people who call in to search the organization's directory for a name.
It enables someone who calls in to reach or leave a message for a person in your organization.
It supports multiple languages for prompts, text-to-speech, and speech recognition.
It supports specifying holidays and business hours.
It supports transferring call to an operator, other users, call queues, and auto attendants.
NOTE
This article applies to both Microsoft Teams and Skype for Business Online.
Getting started
To get started using auto attendants, it's important to remember that:
An auto attendant is required to have an associated resource account. See Manage resource accounts in Teams
for details on resource accounts.
If you are assigning a phone number to a resource account you can now use the cost-free Phone System
Virtual User license. This provides Phone System capabilities to phone numbers at the organizational level,
and allows you to create auto attendant and call queue capabilities.
NOTE
Direct Routing service numbers for auto attendant and call queues are supported for Microsoft Teams users and agents
only.
TIP
To redirect calls to an operator or a menu option that is an Online user with a Phone System license, you will need to
enable them for Enterprise Voice or assign Calling Plans to them. See Assign Microsoft Teams licenses. You can also use
Windows PowerShell. For example run: Set-CsUser -identity "Amos Marble" -EnterpriseVoiceEnabled $true
To get and use toll-free service numbers for your auto attendants, you need to set up Communications
Credits. To do this, see What are Communications Credits? and Set up Communications Credits for your
organization.
IMPORTANT
User (subscriber) phone numbers can't be assigned to auto attendants - only service toll or toll-free phone numbers
can be used.
A complete auto attendant system will usually involve multiple auto attendants and may only require a
single assigned phone number for the top-level or entry auto attendant. Other auto attendants or call
queues in the complete system will only need a phone number if you want to provide multiple points of
entry into the system.
It is possible to apply more than one phone number to an auto attendant by associating more than one
resource account to an auto attendant.
Feature overview
Dial by Name
Dial by Name is a feature of an auto attendant that is also known as directory search. It enables the people who
call your auto attendant to use voice (speech recognition) or their phone keypad (DTMF ) responses to enter a full
or partial name to search company's directory, locate the person, and then have the call transferred to them. Users
you wish to have located and reached using Dial by Name aren't required to have a phone number or have
Calling Plans assigned to them, but they must have a Phone System license if they are online users, or
EV enabled for onpremises users. Dial by Name will even be able to find and transfer calls to Microsoft Teams
users who are hosted in different countries or regions for multi-national organizations.
Maximum directory size
There is no limit on the Active Directory size for which Dial by Name is supported when using the phone keypad
to search for entering partial or full names (FirstName + LastName, and also LastName + FirstName). However,
the maximum name list size that a single auto attendant can support using name recognition with speech is
80,000 users.
MAXIMUM NUMBER OF USERS IN AN

INPUT TYPE SEARCH FORMAT ORGANIZATION
DTMF (keypad entry) Partial No limit

FirstName + LastName
LastName + FirstName
Speech (voice input) FirstName 80,000 users

LastName
FirstName + LastName
LastName + FirstName
NOTE
If you are using Dial by Name with speech recognition, but your organization's Active Directory is larger than 80,000 users
and you haven't limited the scope of Dial by Name using Dial Scope feature, Dial by Name will still work for your callers
using a phone keypad, and voice inputs will be available for all other scenarios. You can use the Dial Scope feature to narrow
down the names that are reachable by changing the scope of Dial by Name for a particular auto attendant.
Dial by Name - Keypad (DTMF ) entry

People calling in can use Dial by Name to reach users by specifying either the full or partial name of the person
they are trying to reach. There are various formats that can be used when the name is entered.
When searching your organization's directory, people can use the '0' (zero) key to indicate a space between the
first name and last or last name and first. When they are entering the name, they will be asked to terminate their
keypad entry with the # key. For example, "After you enter the name of the person you are trying to reach, press
#." If there are multiple names that are found, the person calling will be given a list of names to select from.
People can search for names in your organization using the following search formats on their phone keypad:
NAME FORMAT SEARCH TYPE EXAMPLE SEARCH RESULT
FirstName + LastName Full Amos0Marble# Amos Marble
LastName + FirstName Full Marble0Amos# Amos Marble
FirstName Full Amos# Press 1 for Amos Marble

Press 2 for Amos Marcus
LastName Full Marble# Press 1 for Amos Marble

Press 2 for Mary Marble
FirstName or LastName Partial Mar# Press 1 for Mary Marble

Press 2 for Mary Jones
FirsName + LastName Partial Mar0Amos# Press 1 for Amos Marble

LastName + FirstName Partial Mar0Am# Press 1 for Amos Marble

There are several special characters that are used when searching for people using a phone keypad. For example,
the person will be asked to use the pound key (#), while the zero (0) key is used for a space between names.
Pressing the star key (*) will repeat the list of matching names to the person.
SPECIAL PHONE KEYPAD CHARACTER WHAT IT MEANS
# End character when entering a name.
0 Space between names.
* Repeat the list of matching names.
Dial by Name - Name recognition with speech

People can search for others in their organization using their voice (speech recognition). They can also reach
anyone in the company's Active Directory by saying the name of the person they are trying to locate. Using voice
inputs can recognize names in various formats, including FirstName, LastName, FirstName + LastName, or
LastName + FirstName.
When you enable speech recognition for an auto attendant, phone keypad entry (DTMF ) won't be disabled, so
both types of input can be used. Phone keypad entry can't be disabled and can be used at any time, even if speech
recognition is enabled on the auto attendant.
As with phone keypad entry, if multiple names are found, the person calling will be presented with a list of names
to select from.
People calling in can say names in the following formats:
NAME WITH SPEECH SEARCH TYPE EXAMPLE SEARCH RESULT
FirstName + LastName Full Amos Marble Amos Marble
LastName + FirstName Full Marble Amos Amos Marble
FirstName Full Amos Press or say 1 for Amos

Marble
Press or say 2 for Amos
Jones
LastName Full Marble Press or say 1 for Amos

Marble
Press or say 2 for Ben
Marble
NOTE
It might take up to 36 hours for a new user to have their name listed in the directory for Dial by Name with speech
recognition due to Active Directory replication lag.
Language support
The following languages are available for text-to-speech:
Arabic (EG) English (NZ) Korean (KO)
Chinese (HK) English (UK) Norwegian (NO)
Chinese (TW) English (US) Polish (PL)
Chinese (ZH) Finnish (FI) Portuguese (BR)
Danish (DA) French (CA) Portuguese (PT)
Dutch (NL) French (FR) Russian (RU)
English (AU) German (DE) Spanish (ES)
English (CA) Italian (IT) Spanish (MX)
English (IN) Japanese (JP) Swedish (SV)
Speech recognition for auto attendants is available in the following languages:
Chinese (ZH) French (FR)
English (AU) German (DE)

English (CA) Italian (IT)
English (IN) Japanese (JP)
English (UK) Portuguese (BR)
English (US) Spanish (ES)
French (CA) Spanish (MX)
The following voice commands are available in the fourteen (14) languages supported for speech recognition:
VOICE COMMAND CORRESPONDS TO
Yes Yes - corresponds to pressing 1 for Yes.
No No - corresponds to pressing 2 for No.
Repeat Repeats the list of options - corresponds to pressing * to

repeat the list of options.
Operator Breakout to operator - corresponds to pressing 0 for

"Operator".
Main Menu Brings the caller to the main menu of the auto attendant.
Zero Corresponds to pressing 0 (by default, same as "Operator").
One Corresponds to pressing 1.
Two Corresponds to pressing 2.
Three Corresponds to pressing 3.
Four Corresponds to pressing 4.
Five Corresponds to pressing 5.
Six Corresponds to pressing 6.
Seven Corresponds to pressing 7.
Eight Corresponds to pressing 8.
Nine Corresponds to pressing 9.
Using the operator option

Using the operator for an auto attendant is an optional setting that provides the caller with an option to speak to a
human operator.
Key 0 and the voice command "Operator" direct the call to the designated operator by default. This is the case for
all languages supported for speech recognition. You can also use Menu Options to set a custom value for the
Operator.
The operator can be set to:
A Microsoft Teams user or a Skype for Business on premise user that is Enterprise Voice-enabled.
Another auto attendant that's set up for your organization.
Any existing call queue that's set up in your organization. To see more about call queues, see Create a
Cloud call queue.
Business hours and call handling
Business hours are set on each auto attendant. If business hours aren't set, all days and all hours in the day are
considered business hours because a 24/7 schedule is set by default. Business hours can be set with breaks in
time during the day, and all of the hours that are not set as business hours are considered after-hours. You can set
different incoming call-handling options and different greetings (which are optional), and Both can be set for
business hours and after-hours.
Each auto attendant has call-handling options that can be set:
You can have the call just disconnect after greeting.
You can also:
Redirect the call to a Microsoft Teams user who has a Phone System license that is Enterprise
Voice-enabled or has Calling Plans assigned to them. You can set it up so the person calling in can
be sent to voicemail. To do this, select a Person in your company and set this person's calls to be
automatically forwarded directly to voicemail.
Redirect the call to a call queue. To see more about call queues, see Create a Cloud call queue.
Redirect the call to another auto attendant that you have set up.
Create menu options and play a menu prompt for the person calling. For example: "Press 1 for
Sales, Press 2 for Services. To speak to the operator, press 0 at any time."
Menu Options
Cloud auto attendants allow you to create menu prompts ("Press 1 for Sales, Press 2 for Services") and set up
menu options to route calls based on what the user selects. Setting up menu options for an auto attendant
enables an organization to provide interactive guidance to get the person to their destination faster, without
relying on a human operator to handle the incoming calls. Menu prompts can be created by using text-to-speech
(system-generated prompts) or by uploading an audio file that has been recorded. Speech recognition uses voice
commands for hands-free navigation, but people calling in can also use the phone keypad to navigate menus.
Keys 0 through 9 can be assigned to Menu Options in an auto attendant using the Skype for Business admin
center. Different sets of menu options can be created for business hours and after hours, and you can enable or
disable Dial by Name in the Menu Options. Keys can be mapped to transfer the calls to:
An operator, which is mapped to key 0 by default. However, it can be re-assigned to any other key, or removed
from the menu.
A call queue.
Another auto attendant. Multi-level menus can be set up by pointing a Menu Option in one auto attendant to
another auto attendant with its own set of Menu Options, which is called a "nested" auto attendant.
A Microsoft Teams user who has a Phone System license that is Enterprise Voice-enabled or has Calling
Plans assigned to them. You can set it up so the person calling in can be sent to voicemail. To do this, select a
Person in your company and set this person's calls to be automatically forwarded directly to voicemail.
The name of every menu option becomes a speech-recognition keyword if speech recognition has been enabled.
For example, callers can say "One" to select the menu option mapped to key 1, or they can simply say "Sales" to
select the same menu option named "Sales."
To set up an auto attendant and the menu options, go Set up a Cloud auto attendant.
Assigning phone numbers for an auto attendant
You can assign a Microsoft service number, a direct routing number, or a hybrid number to your auto attendant.
See Plan Direct Routing for details.
To assign a service number, you will need to get or port your existing toll or toll-free service numbers. Once you
get the toll or toll-free service phone numbers, they will show up in the Skype for Business admin center >
Voice > Phone numbers, and the Number type listed will be listed as Service - Toll-Free. To get your service
numbers, see Getting service phone numbers for Skype for Business and Microsoft Teams or, if you want to
transfer and existing service number, see Transfer phone numbers to Office 365.
NOTE
If you are outside the United States, you can't use the Microsoft Teams admin center to get service numbers. Go Manage
phone numbers for your organization instead to see how to do it.
Related topics
Auto attendants let people that call in to your organization and navigate a menu system to get them to the right
department, call queue, person, or the operator. You can create an auto attendant for your organization by using
the Microsoft Teams admin center. To create a new auto attendant, go to Voice in the left navigation, and then
select Auto attendants > Add new.
If you want to learn more about auto attendants, see What are Cloud auto attendants?
NOTE
Step 1 — Get started

An auto attendant is required to have an associated resource account. See Manage resource accounts in Teams
for details on resource accounts and all licenses required.
TIP
To redirect calls to an operator or a menu option that is an Online user with a Phone System license, you will need to
enable them for Enterprise Voice. See Assign Skype for Business licenses or Assign Microsoft Teams licenses. You can also
use Windows PowerShell. For example, run: Set-CsUser -identity "Amos Marble" -EnterpriseVoiceEnabled $true
Step 2 — Create a new auto attendant

IMPORTANT
Every auto attendant is required to have an associated resource account. You must create the resource account first, then
you can associate it to the auto attendant.

In the Microsoft Teams admin center, click Voice > Auto attendants, then click + New:
General info page
Name Enter a descriptive display name for your auto attendant. The name is required and can contain up to 64
characters, including spaces. It is listed in the Name column on the Auto attendants tab.
Resource account Click this button to select one or more resource accounts to connect to your new auto
attendant. All auto attendants are required to have an associated resource account. A resource account can have a
phone number associated to the account, but a phone number isn't a requirement. A top-level auto attendant
usually has a resource account with an assigned phone number, but nested auto attendant (used as a level 2 menu
that the first-level auto attendant connects to) might not have a phone number assigned to its resource account.
Time zone You must set the time zone for your auto attendant, but it doesn't need to correspond to the time
zone of the main address listed for your organization. Each auto attendant can have a different time zone, and the
business hours set for the auto attendant are set based on the time zone that you select here.
Language Select the language that you want to use for your auto attendant from any of the available languages
listed. The language you set here is the language that the auto attendant uses to interact with people that call in to
this auto attendant, and all the system prompts are played in this language.
Operator This is optional, but you can set the Operator option to allow callers to break out of the menus and
speak to a person.
The 0 key is assigned to Operator by default.
If you set an Operator, you will also need to tell people who call about the option in the Edit menu options on
the Business hours call handling page. If you set an operator on your auto attendant, you need to enter the
corresponding prompt text in the Callers will hear box or change your audio file to include this option. For
example, "For the Operator, press zero."
You have several ways to set the Operator:
Person in your company with a Phone System license that is enabled for Enterprise Voice or assigned
Calling Plans in Office 365.
NOTE
Person in your company can be an Online user or a user hosted on-premises using Skype for Business Server
2015 or Lync Server 2013.
Voice application Select the name of a resource account associated to either a call queue or auto
attendant that has already been created.
You can set it up so the person calling is sent to voicemail. To do this, select Person in your company and
set this person's calls to be forwarded directly to voicemail.
Enable voice inputs Speech recognition is available if this option is selected. People that call in can use voice
input in the language you set. If you want to only let people use their phone keypad, you can disable speech
recognition by setting it to off.
When you are finished with your selections, click Next.

Business hours page
By default, business hours are set to 9:00 am to 5:00 pm, Monday through Friday. All hours that aren't included in
business hours are considered after business hours. You can click Select 24/7 to make all hours business hours.
Unless you select the Select 24/7 option, the After hours call settings page will be used to configure the call
handling rules for after business hours for the auto attendant.
By default, business hours are set to Monday to Friday, 9:00 am-5:00 pm. Select Clear all hours option to
unselect all hours in the schedule. When you select Reset to default, business hours are reset to Monday to
Friday, 9:00 am-5:00 pm.
To change business hours, highlight the business hours you want to set in the calendar. The calendar allows you to
select business hours in 30-minute intervals, and the business hours you select here are based on the time zone
that you set on the General info page. To set up a break (a lunch break, for example), deselect or drag to deselect
the time on the calendar. You can set multiple breaks within business hours.
When you are finished with your selections, click Next.

Business hours call settings
TIP
If you use a custom business hours schedule, you will also need to set up call handing for after business hours using the
After hours call handling page, which will give you the same options as Business hours call settings.
You can set up greetings, prompts, and menus that people hear when they call to the phone number linked to
your organization's auto attendant during business hours.
Greeting A business hours greeting is optional and can be set to No greeting. In this case, the caller won't hear
a message or greeting before the call is handled by one of the actions you select. You can also upload an audio file
(in .wav, mp3 or .wma formats), or create a custom greeting using Text-to-Speech.
Upload an audio file If you choose this, record the greeting and then upload your audio file (in a .wav, .mp3
or .wma format).
Type a greeting message If you choose this option, enter the text you want the system to read (up to 1000
characters). For example, you might enter "Welcome to Contoso. Your call is important to us." in the Callers
will hear box.
You can select what happens to calls that arrive during business hours. You can chose from the following actions:
Disconnect If you select it, the person calling in will be disconnected after hearing a business hours
greeting.
Redirect call This can be used to automatically send the call to:
Person in company with a Phone System license that is enabled for Enterprise Voice or assigned
Calling Plans in Office 365. You can set it up so the person calling in can be sent to voicemail. To do
this, select Person in company and set this person to have their calls forwarded directly to
voicemail.
NOTE
Person in company can be an Online user or a user hosted on-premises using Skype for Business Server
2015 or Lync Server 2013.
Another Auto attendant

You can use an existing auto attendant to create a second level of menu options containing a sub-menu.
These are called nested auto attendants. To send the call to a nested auto attendant, select Person in
company and assign a resource account, either one that already has an associated auto attendant or one
that you will associate to an auto attendant once you are done creating this auto attendant.
Play menu options can also be used to let you set up a prompt you want played.
Menu prompt To create main menu prompt, you can either use Text-to-Speech or upload an audio file (.wav,
.mp3 or .wma). You can type the prompt in the Set your menu navigation for callers box or record an audio
file and say, for example: "For Sales, say or press or say 1. For Services, press or say 2. For Customer Support,
press or say 3. For the operator, press or say 0. To hear this menu again, press the star key or say repeat." Type a
greeting message If you chose this, you should enter the text you want the system to read (up to 1000
characters). Upload an audio file If you chose this, you will need to record the greeting and then upload your
audio file (in a .wav, mp3 or .wma format).
Menu options setup Menu options using key buttons on the keypad can be added or removed. To add a menu
option, press + Assign a dial key. A corresponding row of options will appear below. To delete a menu option,
simply click to the left of the corresponding key on the keypad control and click on the delete icon above. The key
mapping row will be removed.
TIP
You will have to update menu prompts text or re-record the audio separately when adding to removing options because it
won't be automatically done for the existing menu prompt.
Any menu option can be added and removed in any order, and the key mappings don't have to be continuous. It is
possible, for example, to create a menu with keys 0, 1, and 3 mapped to options, while the key 2 isn't used.
NOTE
The keys * (Repeat) and # (Back) are reserved by the system and can't be reassigned. If speech recognition is enabled,
pressing * will correspond with "Repeat" and # will correspond with the "Back" voice commands.
To set up your menu options, after you select the dial key(s), you will need to:
Enter the Voice command of the option. This can be up to 64 characters long, and can contain multiple
words like "Customer Service" or "Operations and Grounds." If speech recognition is enabled, the name
will automatically be recognized, and the person calling in will be able to either press 3, say "three," or say
"Customer Service" to select the option mapped to key 3.
Select where the call is to be sent if the corresponding key is pressed, or the option is selected using speech
recognition. The call can be sent to:
Operator If operator is already set up, it is automatically mapped to key 0, but it can also be deleted
or reassigned to a different key. If operator isn't set to any key, then the voice command "Operator"
will be disabled too.
A Person in your company with a Phone System license that is enabled for Enterprise Voice or
assigned an Calling Plan in Office 365. You can set it up so the person calling in can be sent to
voicemail. To do this, select Person in your company and set this person to have their calls
forwarded directly to voicemail.
NOTE
Person in your company can be an Online user or a user hosted on-premises using Skype for Business
Server or Lync Server 2013.
Another Auto attendant

You can use an existing auto attendant to create a second level of menu options containing a
sub-menu. These are called nested auto attendants. To send the call to a nested auto
attendant, select Person in company and assign a resource account, either one that already
has an associated auto attendant or one that you will associate to an auto attendant once you
are done creating this auto attendant.
NOTE
The Business Hours of nested (or second-level) auto attendants will also be used, including for the
calls sent from other auto attendants that have been set up.
Voice application Select the name of a resource account associated to either a call
queue or auto attendant that has already been created.
Dial by name If you choose this option, this will enable people who call in to search for people in your
organization using Directory Search. You can select which people will be listed as available or not available for
Dial by Name by setting up those options on the Dial scope page. Any online user with a Phone System license,
or any user hosted on-premises using Skype for Business Server or Lync Server 2013, can be found with Dial by
Name.
When you are finished with your selections, click on Next.

Holiday call settings
You can add up to 20 scheduled holidays to each auto attendant.
TIP
You can go the the screen at Org-wide settings > Holidays to create Holidays, or you can create them as part of creating
a new call handler.
If you've already created other auto attendants, you might see an option you can use or edit into what you need
on this list. If not, you'll need to create a new call handler.
To add a new call handler, click on + New call handler.
In the new window, enter a name for your new Call handler at the top of the screen.
If the name of your holiday already exists in the Holiday pull-down list, you can use it. If the holiday name you
need does not already exist, select Create new holiday in the pull-down list and assign a name and a date for the
new holiday in the new screen that appears. Click on Save when ready.
Holiday names may consist of up to 64 characters and must be unique for the same auto attendant. For example,
you cannot have two holidays named "Thanksgiving" in the same auto attendant.
Greeting The greeting is optional and can be set to No greeting. In this case, the caller will hear no message or
greeting before the call is handled by one of the options you select. You can also upload an audio file (in .wav,
mp3 or .wma formats), or create a custom greeting using Text-to-Speech.
No greeting No greeting will be played when people call in to the auto attendant phone number.
Upload an audio file If you choose this, record the holiday greeting and then upload your audio file (in a
.wav, .mp3 or .wma format)
Type a greeting message If you choose this option, enter the text you want the system to read (up to 1000
characters). For example, you might enter "Happy New Year! Our offices are currently closed." in the Type a
greeting message box.
Actions You can select what happens to the calls that arrive during this holiday. You can chose from the following
options:
Disconnect The person calling in will be disconnected after hearing the holiday greeting.
Redirect call This can be used to automatically send the call to:
A Person in your company with a Phone System license that is enabled for Enterprise Voice or
assigned Calling Plans in Office 365. You can set it up so the person calling in can be sent to
voicemail. To do this, select Person in your company, and set this person to have their calls
forwarded directly to voicemail.
NOTE
Person in your company can be an Online user or a user hosted on-premises using Skype for Business
Server 2015 or Lync Server 2013.
NOTE
By default, all calls arriving during a holiday period are set to disconnect after the greeting (if any), so you
must specify a redirect if a different behavior is desired.
Select dial scope page

On this page, you can set up which users in your organization will be listed in your directory and available for Dial
by Name when a person that calls in to your organization.
Using the Include option, you have two options:
All Online users Using this option allows all of the people in your organization to be included in directory
search. All Online users with a Phone System license, as well as users hosted on-premises using Skype for
Business Server or Lync Server 2013 who have Calling Plans in Office 365, will be listed.
Custom user group If you use this option, you can search for an Office 365 Group, distribution list, or
security group that has been created in your organization, and the people added to this Office 365 Group,
distribution list, or security group who are either Online users with a Phone System license or hosted on-
premises using Skype for Business Server 2015 or Lync Server 2013. You can add multiple Office 365 Groups,
distribution lists, and security groups.
Using the Exclude option, you have two options:

None Using this option will indicate that no Online users will be excluded from directory search.
Custom user group If you use this option, you can search for an Office 365 Group, distribution list, or
security group that has been created in your organization, and all people added to this Office 365 Group,
distribution list, or security groups will be excluded from directory search. You can add multiple Office 365
Groups, distribution lists, and security groups.
NOTE
It might take up to 36 hours for a new user to have their name listed in the directory when someone uses Dial by Name
with speech recognition.
After you enter all the required fields and set up call handling menus and options, click Submit.
Editing and testing auto attendants

After you have saved your auto attendant, it will be listed on the Auto attendants page. This will allow you to
quickly see some of the options that you have set up, including the name, phone number, language, and status.
If you want to make changes to an auto attendant, select the auto attendant, and then in the Action pane click
Edit.
You can also quickly place a test call to your auto attendant by using the Test button in the Action pane.
Auto attendant cmdlets

You can also use Windows PowerShell to create and set up auto attendants. Here are the cmdlets that you need to
manage an auto attendant:
New -CsAutoAttendant
Set-CsAutoAttendant
Get-CsAutoAttendant
Get-CsAutoAttendantHolidays
Remove-CsAutoAttendant
New -CsAutoAttendantMenu
New -CsOnlineAudioFile
New -CsAutoAttendantCallFlow
Export-CsAutoAttendantHolidays
New -CsOnlineTimeRange
New -CsOnlineDateTimeRange
New -CsOnlineSchedule
Get-CsAutoAttendantSupportedTimeZone
New -CsAutoAttendantCallHandlingAssociation
Get-CsAutoAttendantSupportedLanguage
Import-CsAutoAttendantHolidays
New -CsAutoAttendantCallableEntity
More about Windows PowerShell
Windows PowerShell, you can manage Office 365 and Microsoft Teams using a single point of
Manage Office 365 with Office 365 PowerShell
Related topics
New -CsOrganizationalAutoAttendant
A resource account is also known as a disabled user object in Azure AD, and can be used to represent resources in
general. In Exchange it might be used to represent conference rooms, for example, and allow them to have a
phone number. A resource account can be homed in Microsoft 365 or on premises using Skype for Business
Server 2019.
In Microsoft Teams or Skype for Business Online, each Phone System call queue or auto attendant is required to
have an associated resource account. Whether a resource account needs an assigned phone number will depend
on the intended use of the associated call queue or auto attendant, as shown in the following diagram. You can
also refer to the articles on call queues and auto attendants linked at the bottom of this article before assigning a
phone number to a resource account.
NOTE
This article applies to both Microsoft Teams and Skype for Business Online. For resource accounts homed on Skype for
Business Server 2019, see Configure resource accounts.
Overview
If your organization is already using at least one Phone System license, to assign a phone number to a Phone
System call queue or auto attendant the process is:
1. Obtain a service number.
2. Obtain a free Phone System - Virtual User license or a paid Phone System license to use with the resource
account or a Phone System license.
3. Create the resource account. An auto attendant or call queue is required to have an associated resource
account.
4. Assign the Phone System or a Phone System - Virtual user license to the resource account.
5. Assign a service phone number to the resource account you just assigned licenses to.
6. Create a Phone System call queue or auto attendant
7. Link the resource account with a call queue or auto attendant.
If the auto attendant or call queue is nested under a top level auto attendant, the associated resource account only
needs a phone number if you want multiple points of entry into the structure of auto attendants and call queues.
To redirect calls to people in your organization who are homed Online, they must have a Phone System license
and be enabled for Enterprise Voice or have Office 365 Calling Plans. See Assign Microsoft Teams licenses. To
enable them for Enterprise Voice, you can use Windows PowerShell. For example run:
Set-CsUser -identity "Amos Marble" -EnterpriseVoiceEnabled $true
WARNING
In order to avoid problems with the resource account, follow these steps in this order.
If the Phone System call queue or auto attendant you're creating will be nested and won't need a phone number,
the process is:
1. Create the resource account
2. Create a Phone System call queue or auto attendant
3. Associate the resource account with a Phone System call queue or auto attendant
Create a resource account with a phone number
A top-level auto attendant or call queue will require a phone number be linked to its auto attendant. To create a
resource account that uses a phone number, the process is:
1. Port or get a toll or toll-free service number. The number can't be assigned to any other voice services or
resource accounts.
Before you assign a phone number to a resource account, you need to get or port your existing toll or toll-
free service numbers. After you get the toll or toll-free service phone numbers, they show up in Microsoft
Teams admin center > Voice > Phone numbers, and the Number type will be listed as Service - Toll-
Free. To get your service numbers, see Getting service phone numbers or if you want to transfer an
existing service number, see Transfer phone numbers to Office 365.
If you are assigning a phone number to a resource account you can now use the cost-free Phone System
Virtual User license. This provides Phone System capabilities to phone numbers at the organizational level,
and allows you to create auto attendant and call queue capabilities.
2. Obtain a Phone System Virtual User license or a regular Phone System license.
To get the Virtual User license, starting from the Microsoft 365 admin center, go to Billing > Purchase
services > Add-on subscriptions and scroll to the end - you will see "Phone System - Virtual User"
license. Select Buy now. There is a zero cost, but you still need to follow these steps to acquire the license.
3. Create a new resource account. See Create a resource account in Microsoft Teams admin center or Create
a resource account in Powershell
4. Assign a Phone System - Virtual User license or Phone System License to the resource account. See
Assign Microsoft Teams licenses and Assign licenses to one user.
5. Assign the service number to the resource account. See Assign/Unassign phone numbers and services.
6. Set up one of the following:
Cloud auto attendant
Cloud call queue
7. Link the resource account to the auto attendant or call queue. See Assign/Unassign phone numbers and
services
Create a resource account without a phone number
A nested auto attendant or call queue will require a resource account, but in many cases the corresponding
resource account will not need a phone number and the licensing required to support a phone number. Creating a
resource account that does not need a phone number would require performing the following tasks in the
following order:
1. Create a new resource account. See Create a resource account in Microsoft Teams admin center or Create a
resource account in Powershell
2. Set up one of the following:
Cloud auto attendant
Cloud call queue
3. Assign the resource account to the call queue or auto attendant. See Assign/Unassign phone numbers and
services
Create a resource account in Microsoft Teams admin center

After you've bought a Phone System license, using Microsoft Teams admin center navigate to Org-wide settings
> Resource accounts.
To create a new resource account click + New account. In the pop-up, fill out the display name and user name
for the resource account (the domain name should populate automatically) then click Save.
Next, apply a license to the resource account in the O365 Admin center, as described in Assign licenses to users in
Office 365 for business
Edit resource account name
You can edit the resource account display name using the Edit option. Click Save when you are done.
Assign/Unassign phone numbers and services

Once you've created the resource account and assigned the license, you can click on Assign/Unassign to
assign a service number to the resource account, or assign the resource account to an auto attendant or call
queue that already exists. Assigning a direct routing number can be done using Cmdlets only. If your call queue or
auto attendant still needs to be created, you can link the resource account while you create it. Click Save when
you are done.
To assign a direct routing or hybrid number to a resource account you will need to use PowerShell, see the
following section.
IMPORTANT
If your resource account doesn't have a valid license, an internal check will cause a failure when you try to assign the phone
number to the resource account. You won't be able to assign the number or associate the resource account with a call
queue or auto attendant.
Change an existing resource account to use a Virtual User license

If you decide to switch the licenses on your existing resource account from a Phone system license to a Virtual
User license, you'll need to acquire the free Virtual User license, then follow the linked steps in the Microsoft 365
Admin center to Move users to a different subscription.
WARNING
Always remove a full Phone System License and assign the Virtual User license in the same license activity. If you remove
the old license, save the account changes, add the new license, and then save the account settings again, the resource
account may no longer function as expected. If this happens, we recommend you create a new resource account for the
Virtual User license and remove the broken resource account.
Create a resource account in Powershell

Depending on whether your resource account is located online or on premises, you would need to connect to the
appropriate Powershell prompt with Admin privileges.
The following Powershell cmdlet examples presume the resource account is homed online using New -
CsOnlineApplicationInstance to create a resource account that is homed online.
For resource accounts homed on-premises in Skype For Business Server 2019 that can be used with
Cloud Call Queues and Cloud Auto Attendants, see Configure Cloud Call Queues or Configure Cloud
Auto Attendants. Hybrid implementations (numbers homed on Direct Routing) will use New -
CsHybridApplicationEndpoint.
The application ID's that you need to use while creating the application instances are:
Auto Attendant: ce933385-9390-45d1-9512-c8d228074e07
Call Queue: 11cd3e2e-fccb-42ad-ad00-878b93575e07
NOTE
If you want the call queue or auto attendant to be searchable by on-premise users, you should create your resource
accounts on-premise, since online resource accounts are not synced down to Active Directory.
1. To create a resource account online for use with an auto attendant, use the following command.
New-CsOnlineApplicationInstance -UserPrincipalName testra1@contoso.com -ApplicationId “ce933385-9390-45d1-

9512-c8d228074e07” -DisplayName "Resource account 1"
2. You will not be able to use the resource account until you apply a license to it. For how to apply a license to
an account in the O365 admin center, see Assign licenses to users in Office 365 for business as well as
Assign Skype for Business licenses.
3. (Optional) Once the correct license is applied to the resource account you can set a phone number to the
resource account as shown below. Not all resource accounts will require a phone number. If you did not
apply a license to the resource account, the phone number assignment will fail.
Set-CsOnlineVoiceApplicationInstance -Identity testra1@contoso.com -TelephoneNumber +14255550100

Get-CsOnlineTelephoneNumber -TelephoneNumber +14255550100
See Set-CsOnlineVoiceApplicationInstance for more details on this command.
NOTE
It's easiest to set the online phone number using the Microsoft Teams admin center, as described previously.
To assign a direct routing or hybrid number to a resource account, use the following cmdlet:
Set-CsOnlineApplicationInstance -Identity appinstance01@contoso.com -OnpremPhoneNumber +14250000000
Manage Resource account settings in Microsoft Teams admin center

To manage Resource account settings in Microsoft Teams admin center, navigate to Org-wide settings >
Resource accounts, select the resource account you need to change settings for, and then click on the Edit
button. in the Edit resource account screen, you will be able to change these settings:
Display name for the account
Call queue or auto attendant that uses the account
Phone number assigned to the account
When finished, click on Save.
Delete a resource account
Make sure you dissociate the telephone number from the resource account before deleting it, to avoid getting
your service number stuck in pending mode. You can do that using the following commandlet:
Set-csonlinevoiceapplicationinstance -identity <Resource Account oid> -TelephoneNumber $null
Once you do that, you can delete the resource account from the O365 admin portal, under Users tab.
To disassociate a direct routing telephone number from the resource account, use the following cmdlet:
Set-CsOnlineApplicationInstance -Identity <Resource Account oid> -OnpremPhoneNumber ""
Troubleshooting
In case you do not see the phone number assigned to the resource account on the Teams Admin Center and you
are unable to assign the number from there, please check the following:
Get-MsolUser -UserPrincipalName "username@contoso.com"| fl objectID,department
If the department attribute displays Skype for Business Application Endpoint please run the cmdlet below :
Set-MsolUser -ObjectId -Department "Microsoft Communication Application Instance"
NOTE
Refresh the Teams Admin center webpage after running the cmldet, and you should be able to assign the number correctly.
Related Information
For implementations that are hybrid with Skype for Business Server:
Plan Cloud auto attendants
Plan Cloud call queues
Configure on-prem resource accounts
For implementations in Teams or Skype for Business Online:
New -CsHybridApplicationEndpoint
New -CsOnlineApplicationInstance
Phone System - Virtual User license
Cloud call queues can provide:

A greeting message.
Music while people are waiting on hold.
Redirecting calls to call agents in mail-enabled distribution lists and security groups.
Setting different parameters such as queue maximum size, timeout, and call handling options.
You would associate a phone number to a call queue using a resource account. A call queue can be dialed directly
or accessed by a selection on an auto attendant.
The caller hears music while they are on hold, and the call connects to the call agents in First In, First Out (FIFO )
order.
All calls in the queue are sent to agents by one of the following methods:
With attendant routing, the first call in the queue rings all agents at the same time.
With serial routing, the first call in the queue rings all call agents one by one.
With round robin, routing of incoming calls is balanced so that each call agent gets the same number of
calls from the queue.
NOTE
Call agents who are Offline, have set their presence to Do not Disturb, or have opted out of the call queue will not
recieve calls.
Only one incoming call notification (for the call at the head of the queue) at a time goes to the call agents.
After a call agent accepts the call, the next incoming call in the queue will start ringing call agents.
NOTE
Step 1 — Get started

To get started using call queues, it's important to remember a few things:
A call queue is required to have an associated resource account. See Manage resource accounts in Teams for
details on resource accounts.
When you assign a phone number to a resource account, you can now use the cost-free Phone System Virtual
User license. Phone System allows phone numbers at the organizational level for use with low -cost auto
attendant and call queue services.
NOTE
Direct Routing service numbers for call queues are supported for Microsoft Teams users and agents only.
NOTE
To redirect calls to people in your organization who are Online, they must have a Phone System license and be enabled for
Enterprise Voice or have Office 365 Calling Plans. See Assign Skype for Business licenses or Assign Microsoft Teams licenses.
To enable them for Enterprise Voice, you can use Windows PowerShell. For example run:
To learn more about Office 365 Calling Plans, see Phone System and Calling Plans and Calling Plans for
Office 365.
You can only assign Cloud call queues toll and toll-free service phone numbers that you got in the
Microsoft Teams admin center or transferred from another service provider. Communications Credits
are required for toll-free service numbers.
NOTE
User (subscriber) phone numbers can't be assigned to call queues - only service toll or toll-free phone numbers can
be used.
The following clients are supported for call agents associated to a Cloud call queue:
Skype for Business desktop client 2016 (32-bit and 64-bit versions)
Lync desktop client 2013 (32-bit and 64-bit versions)
All IP phone models supported for Microsoft Teams. See Getting phones for Skype for Business
Online.
Mac Skype for Business Client (version 16.8.196 and later)
Android Skype for Business Client (version 6.16.0.9 and later)
iPhone Skype for Business Client (version 6.16.0 and later)
iPad Skype for Business Client (version 6.16.0 and later)
Microsoft Teams Windows client (32-bit and 64-bit versions)
Microsoft Teams Mac client
Microsoft Teams iPhone app
Microsoft Teams Android app
Step 2 — Getting or transferring toll or toll-free service phone

numbers
Before you can create and set up your call queues, you need to get or transfer your existing toll or toll-free service
numbers. After you get the toll or toll-free service phone numbers, they will show up in Microsoft Teams admin
center > Legacy Portal > Voice > Phone numbers, and the Number type will be listed as Service — Toll-
Free. To get your service numbers, see Getting service phone numbers or if you want to transfer an existing
service number, see Transfer phone numbers to Office 365.
NOTE
If you are outside the United States, you can't use the Microsoft Teams admin center to get service numbers. Go to Manage
phone numbers for your organization instead to see how to do it from the outside of the United States.
When setting up multiple auto attendants you may only assign a phone number to the main auto attendant's
resource account, which can direct callers to your call queues or nested auto attendants. In those situations, you
create all auto attendants and call queues in your system without assigning dialpad options, and then edit the
settings later. This is necessary because you aren't allowed to create an option linking to a call queue or auto
attendant that does not yet exist.
Step 3 — Create a new call queue

We are frequently updating how you can manage features, so the steps here might be a little different from what
you see.
IMPORTANT
Every call queue is required to have an associated resource account. You must create the resource account first, then you
can associate it to the call queue.

In the Microsoft Teams admin center, Voice > Call queues, then click + Add new:
Set the call queue display name and resource account
Name Enter a descriptive display name for the call queue. This name is required and can contain up to 64
characters, including spaces.
This name is displayed in the notification for the incoming call.
Add Accounts Select a resource account. The resource account may or may not be associated with a service toll
or toll-free phone number for the call queue, but each call queue requires an associated resource account.
If there aren't any listed, you need to get service numbers and assign them to a Resource account before you can
create this call queue, as described earlier. To get your service numbers, see Getting service phone numbers. You
create a resource account as described in Manage resource accounts in Teams if you want your call queue to have
an associated phone number.
NOTE
If you want or need to assign a Domain you would do so by assigning it to the resource account for the call queue.
Set the greeting and music played while on hold
Greeting is optional. This is the greeting that is played for people who call in to the call queue number.
You can upload an audio file (.wav, .mp3, or .wma formats).
Music on hold You can either use the default Music on Hold provided with the call queue, or you can upload an
audio file in .wav, mp3, or .wma formats to use as your custom Music on Hold.
Select the call answering options

You can select up to 200 call agents who belong to any of the following mailing lists or groups:
Office 365 group
Security group
Distribution list
Call agents selected must be one of the following:
Online users with a Phone System license and Enterprise Voice enabled
Online users with a Calling Plan
On-premise Skype for Businesss Server users
NOTE
This also applies if you want to redirect calls to people in your organization who are online. These individuals must
have a Phone System license and Enterprise Voice enabled or have a Calling Plan. For more information, see Assign
Skype for Business licenses, Assign Microsoft Teams licenses, or Which Calling Plan is right for you?
To enable an agent for Enterprise Voice, you can use Windows PowerShell. For example, run:
Users with a Phone System license or a Calling Plan that are added to either an Office 365 Group; a mail-
enabled Distribution List; or a Security Group. It might take up to three hours for a newly added agent in a
distribution list, or a security group, to start receiving calls from a call queue. A newly created distribution
list or security group might take up to 48 hours to become available to be used with call queues. Newly
created Office 365 Groups are available almost immediately.
If your agents are using Microsoft Teams App to take call queue calls, they need to be in TeamsOnly mode.
Routing method You can choose either Attendant, Serial, or Round Robin for your call queue distribution
method. All new and existing call queues will have attendant routing selected by default. When attendant routing
is used, the first call in the queue rings all call agents at the same time. The first call agent to pick up the call gets
the call.
Attendant routing causes the first call in the queue to ring all call agents at the same time. The first call agent
to pick up the call gets the call.
Serial routing incoming calls ring call agents one by one, starting from the beginning of the call agent list.
Agents cannot be ordered within the call agent list. If an agent dismisses or does not pick up a call, the call will
ring the next agent on the list and will try all agents one by one until it is picked up or times out waiting in the
queue.
NOTE
Serial routing will skip agents who are Offline, have set their presence to Do not Disturb, or have opted out of
getting calls from this queue.
Round robin balances routing of incoming calls so that each call agent gets the same number of calls from the
queue. This may be desirable in an inbound sales environment to assure equal opportunity among all the call
agents.
Select an agent opt-out option
Agent can opt out of getting calls You can choose to allow call queue agents to opt-out of taking calls from a
particular queue by enabling this option.
Enabling this option allows all agents in this queue to start or stop receiving calls from this call queue at will. You
can revoke the agent opt-out privilege at any time by clearing the check box, causing agents to become
automatically opted in for this queue again (the default setting for all agents).
To access the opt-out option, agents can do the following:
1. Open Options in their desktop Skype for Business client.
2. On the Call Forwarding tab, click the Edit settings online link.
3. On the user settings page, click Call Queues, and then clear the check boxes for any queues for which they
want to opt-out.
NOTE
Agents using apps or endpoints other than Skype for Business Desktop can access the opt-out option from the user
settings portal https://aka.ms/cqsettings.
Agent Alert setting

This defines the duration of an agent being notified of a call before the Serial or Round Robin routing methods
move to the next agent.
The default setting is 30 seconds, but it can be set for up to 3 minutes.
Set the call overflow and timeout handling options

Maximum calls in the queue Use this to set the maximum calls that can wait in the queue at the same time. The
default is 50, but it can range from 0 to 200. When this limit is reached, the call is handled in the way you set on
the When the maximum number of calls is reached setting below.
When the maximum number of calls is reached When the call queue reaches its maximum size (set using the
Maximum calls in the queue setting), you can choose what happens to new incoming calls.
Disconnect The call is disconnected.
Redirect to When you choose this, select one of the following:
Person in your company An Online user with a Phone System license and be enabled for Enterprise
Voice or have a Calling Plan. You can set it up so the caller can be sent to voicemail. To do this, select a
Person in your company and set this person to have their calls forwarded directly to voicemail.
To learn about licenses required for voicemail, see Set up Cloud Voicemail.
Call Timeout: maximum wait time You can also decide how much time a call can be on hold in the queue
before it times out and needs to be redirected or disconnected. Where it is redirected is based on how you set the
When a call times out setting. You can set a time from 0 to 45 minutes.
The timeout value can be set in seconds, at 15-second intervals. This allows you to manipulate the call flow with
finer granularity. For example, you could specify that any calls that are not answered by an agent within 30
seconds go to a Directory Search auto attendant.
When call times out When the call reaches the limit you set on the How long a call can wait in the queue
setting, you can choose what happens to this call:
Disconnect The call is disconnected.
Redirect this call to When you choose this, you have these options:
Person in your company An Online user with a Phone System license and be enabled for Enterprise
Voice or have Calling Plans. You can set it up so the person calling in can be sent to voicemail. To do this,
select a Person in your company and set this person to have their calls forwarded directly to
voicemail.
To learn about licensing required for voicemail, see Set up Cloud Voicemail.
Voice application Select the name of a resource account associated with either a call queue or auto
Change a user's Caller ID for outbound calls

You can protect a user's identity by changing their caller ID for outbound calls to a call queue, auto attendant, or
any service number instead using the New-CsCallingLineIdentity cmdlet.
To do this, run:
New-CsCallingLineIdentity -Identity "UKSalesQueue" -CallingIdSubstitute "Service" -ServiceNumber 14258828080 -

EnableUserOverride $False -Verbose
Then apply the policy to the user using the Grant-CallingLineIdentity cmdlet. To do this, run:
Grant-CsCallingLineIdentity -PolicyName UKSalesQueue -Identity "AmosMarble@contoso.com"
You can get more information on how to set caller ID settings in your organization in the article How can caller ID
be used in your organization.
Call queue cmdlets

You can also use Windows PowerShell to create and set up call queues. Here are the cmdlets that you use to
manage a call queue.
New -CsCallQueue
Set-CsCallQueue
Get-CsCallQueue
Remove-CsCallQueue
More about Windows PowerShell
Windows PowerShell, you can manage Office 365 and Microsoft Teams with a single point of
Windows PowerShell has many advantages in speed, simplicity, and productivity over the Microsoft Teams
admin center such as when you are making setting changes for many users at one time. Learn about these
advantages in the following topics:
Manage Office 365 with Windows PowerShell
Set up your computer for Windows PowerShell
Related topics
New -CsOnlineApplicationInstance
Answer auto attendant and call queue calls directly
from Teams
Teams users can receive and answer calls from Cloud auto attendants and call queues directly from their Teams
client. For Teams users, the auto attendant feature is now generally available, and the call queue capability is in
preview.
What are auto attendants and call queues?

Cloud auto attendants provide a series of voice prompts or an audio file that callers hear instead of a human
operator when they call in to an organization. An auto attendant lets callers move through the menu system, place
calls, or locate users by using a phone keypad (DTMF ) or voice inputs using speech recognition.
your organization.
Handling an auto attendant or call queue call

Users will be able to differentiate incoming calls from an auto attendant or call queue before they answer the call.
Along with the name and/or number of the caller, each call will include information about who the caller was trying
to reach, giving users a better context for addressing the caller.
The following illustration shows how an incoming call from an auto attendant or call queue will appear to a user.
Once an auto attendant or call queue call is answered, the user can process the call like any other call — they can
add or conference in another user or transfer the call to another party. Also, auto attendant calls will be forwarded
based on the user’s configuration.
NOTE
Call queue calls are not forwarded based on the user’s configuration. This is to ensure callers remain in the queue until an
agent can answer the call and the caller isn’t forwarded unexpectedly.
Supported clients
Support for auto attendant and call queue calls is available in the following clients:
Microsoft Teams Windows client (32 and 64-bit versions)
Microsoft Teams Mac client
Microsoft Teams iPhone app
Microsoft Teams Android app
Configure auto attendant and call queue support for Microsoft Teams
To receive auto attendant and call queue calls on Microsoft Teams, you need to configure your interoperability
policy and upgrade policy. Please review Migration and interoperability for organizations using Teams together
with Skype for Business. If you do not have auto attendant and/or call queue configured and would like to do so,
see Set up a Cloud auto attendant and Create a Cloud call queue.
Related topics
What is Phone System in Office 365
Call park and retrieve in Microsoft Teams
Call park and retrieve is a feature that lets a user place a call on hold in the Teams service in the cloud. When a call
is parked, the service generates a unique code for call retrieval. The user who parked the call or someone else can
then use that code and a supported app or device to retrieve the call.
Some of the common scenarios for using call park are:
A receptionist parks a call for someone working in a factory. The receptionist then announces the call and the
code number over the public address system. The user who the call is for can then pick up a Teams phone on
the factory floor and enter the code to retrieve the call.
A user parks a call on a mobile device because the device battery is running out of power. The user can then
enter the code to retrieve the call from a Teams desk phone.
A support representative parks a customer call and sends an announcement on a Teams channel for an expert
to retrieve the call and help the customer. An expert enters the code in Teams clients to retrieve the call
IMPORTANT
This feature is only available in Teams Only deployment mode. For more information about Teams deployment modes, see
Understand Microsoft Teams and Skype for Business coexistence and interoperability
License required
To park and retrieve calls, a user must be an Enterprise Voice user, and an administrator must grant the user a call
park policy. For more information about the licensing model, see Office 365 licensing for Microsoft Teams.
Call park and retrieve feature availability

Call park and retrieve is currently supported by the following clients and devices. (Supported in Teams Only mode,
with or without PSTN connectivity.)
TEAMS MOBILE SKYPE FOR

TEAMS TEAMS MAC TEAMS WEB IOS/ANDROID TEAMS IP BUSINESS IP
CAPABILITY DESKTOP APP APP (EDGE) APP PHONE PHONE
Park a call Yes Yes Yes Yes Coming soon No
Retrieve a Yes Yes Yes Yes Coming soon No

parked call
Unretrieved Yes Yes Yes Yes Coming soon No

call ring back
Configuring call park and retrieve

You must be an administrator to configure call park and retrieve, and the feature is disabled by default. You can
enable it for users and create user groups using the call park policy. When you apply the same policy to a set of
users, they can park and retrieve calls among themselves. To configure call park for users and create call park user
groups, follow the Assign a call park policy procedure below.
For information about how to use the call park and retrieve feature, see Park a call in Teams.
Enable a call park policy
Follow these steps to enable a call park policy:
1. Go to Microsoft Teams admin center > Voice > Call park policies.
2. Select New policy.
3. Give the policy a name, and then switch Allow Call park to On.
4. Select Save.
Assign a call park policy
Follow these steps to assign a call park policy to one or more users:
1. Go to Microsoft Teams admin center > Voice > Call park policies.
Configure call park and retrieve with PowerShell
Use the New -CsTeamsCallParkPolicy PowerShell cmdlet to create a call park policy.
Use the Grant-CsTeamsCallParkPolicy PowerShell cmdlet to grant a call park policy.
You can change the default setting by using Set-CsTeamsCallParkPolicy as follows:
Set-CsTeamsCallParkPolicy -Identity Global -AllowCallPark $true
Troubleshooting
If users can’t see the park or retrieve button:
Check that the user has the Call Park policy enabled.
If a user attempts to retrieve a call and is unsuccessful, check the following:
Verify that the user is using the Teams client or a Teams-enabled device/Phone
Grouping – is the user a member of the call park group?
Island mode – Call park and retrieve is unavailable in Teams island mode.
The call has already been retrieved or terminated.
More information
Park a call in Teams.
Call sharing and group call pickup in Microsoft Teams
The call sharing and group call pickup features of Microsoft Teams let users share their incoming calls with
colleagues so that the colleagues can answer calls that occur while the user is unavailable.
Group call pickup is less disruptive to recipients than other forms of call sharing (such as call forwarding or
simultaneous ringing) because users can configure how they want to be notified of an incoming shared call (via
audio and visual notification, visual only, or banner in the Teams app), and they can decide whether to answer it.
To share calls with others, a user creates a call group and adds the users they want to share their calls with. Then
they choose a simultaneous ring or forward setting. See Call forwarding and simultaneous ring in Teams for
details.
IMPORTANT
Users, the call group owner, and members of the call group must be in Teams Only deployment mode. For more details on
Teams deployment modes, see Understand Microsoft Teams and Skype for Business coexistence and interoperability
License required
Users must be Enterprise Voice enabled to set up and use call sharing and group call pickup. For additional details
on the licensing model, See Office 365 licensing for Microsoft Teams.
Configure group call pickup

To set up group call pickup, a user first configures a call group (this is not the same as a security group or an Office
365 group), and then adds the users they want to share their calls with. Then, they choose a simultaneous ring or
call forward setting. For more information and step-by-step procedures, see Call forwarding and simultaneous ring
in Teams.
Call group creation and notification preferences are user-driven features; administrators do not have to configure
these features for their users. Call groups cannot be created from security groups or Office 365 groups; they must
be created in Teams.
Admins should enable call groups via the TeamsCallingPolicy AllowCallGroups setting for a user. Admins can
also enable this via Teams Admin portal. In addition, the configured user can also configure their call groups via the
client directly. Admin or end users cannot block the configuration by each other, but Teams Admin portal and
Teams client should show this relationship accurately in both places.
Important: When admins turn off call groups for users (after it has been turned on and the call group relationships
are configured), the admins have to clean up the call group relationships for users in the Teams admin center to
avoid incorrect call routing.
Limitations
A tenant can contain a maximum of 32,768 call groups. There can be a maximum of 25 users in each call group.
More information
Call forwarding and simultaneous ring in Teams
Calling policies in Microsoft Teams
In Microsoft Teams, calling policies control which calling and call forwarding features are available to users. Calling
policies determine whether a user can make private calls, use call forwarding or simultaneous ringing to other
users or external phone numbers, route calls to voicemail, send calls to Call Groups, use delegation for inbound
and outbound calls, and so on. A default global policy is created automatically, but admins can also create and
assign custom calling policies.
Create a custom calling policy

Follow these steps to create a custom calling policy.
1. In the Microsoft Teams admin center, select Voice > Calling policy.
2. Select New policy.
3. Turn on the features that you want to use in your calling policy. All selections are Off by default.
4. To control whether users can route inbound calls to voicemail, select Always enabled or User controlled. To
prevent routing to voicemail, select Always disabled.
5. Select Save.
Modify an existing calling policy

Follow these steps to modify an existing calling policy.
2. Click next to the policy that you want to modify, and then select Edit.
3. Turn on the features that you want to use in your calling policy. All selections are Off by default.
4. To control whether users can route inbound calls to voicemail, select Always enabled or User controlled. To
prevent routing to voicemail, select Always disabled.
5. Select Save.
Assign a calling policy to a user

Follow these steps to assign a custom calling policy to a user.
2. Click next to the policy name to select it, and then select Manage users.
3. In the Manage users pane, search for the user’s name. (You must enter at least three characters.)
4. Select the user’s name, and then select Add.
5. Select Save.
Calling policy settings

Use the following settings to create a custom calling policy.
User can make private calls
This setting controls all calling capabilities in Teams. Turn this off to turn off all calling functionality in Teams.
Call forwarding and simultaneous ringing to other users
This setting controls whether incoming calls can be forwarded to other users or can ring another person at the
same time.
Call forwarding and simultaneous ringing to external phone numbers
This setting controls whether incoming calls can be forwarded to an external number or can ring an external
number at the same time.
Voicemail is available for routing inbound calls to users
This setting enables inbound calls to be sent to voicemail. Valid options are:
Always enabled Voicemail is always available for inbound calls.
Always disabled Voicemail is not available for inbound calls.
User controlled. Users can determine whether they want voicemail to be available.
Inbound calls can be routed to call groups
This setting controls whether incoming calls can be forwarded to a call group.
Allow delegation for inbound and outbound calls
This setting enables inbound calls to be routed to delegates, allowing delegates to make outbound calls on behalf
of the users for whom they have delegated permissions. For more information, see Share a phone line with a
delegate.
Prevent toll bypass and send calls through the PSTN
Setting this to On will send calls through the PSTN and incur charges rather than sending them through the
network and bypassing the tolls.
Busy on Busy is available while in a call
Busy on Busy (Busy Options)) is a new setting in Teams calling policies that lets you configure how incoming calls
are handled when a user is already in a call or conference or has a call placed on hold. New or incoming calls can
be rejected with a busy signal. You can enable busy options at the tenant level or at the user level. Regardless of
how their busy options are configured, users in a call or conference or those with a call on hold are not prevented
from initiating new calls or conferences. This setting is disabled by default.
See also
Set-CSTeamsCallingPolicy
Manage caller ID policies in Microsoft Teams
Don't see this feature in the Microsoft Teams admin center yet? It's currently being rolled out and might not be
available in your organization yet. To stay on top of upcoming Teams features, check out the Microsoft 365
Roadmap.
As an admin, you can use caller ID policies in Microsoft Teams to change or block the caller ID (also known as
calling line ID ). By default, the phone number of Teams users can be seen when they make a call to a PSTN phone
and the phone number of PSTN callers can be seen when they call a Teams user. You can use caller ID policies to
display an alternate phone number for Teams users in your organization or block an incoming number from being
displayed.
For example, when users make a call, you can change the caller ID to display your organization's main phone
number instead of users' phone numbers.
You manage caller ID policies by going to Voice > Caller ID policies in the Microsoft Teams admin center. You
can use the global (Org-wide default) policy or create custom policies and assign them to users. Users in your
organization will automatically get the global policy unless you create and assign a custom policy.
applies to the user. If a user isn't assigned a custom policy, the global policy applies to the user.
Create a custom caller ID policy

1. In the left navigation of the Microsoft Teams admin center, go to Voice > Caller ID policies.
2. Click Add.

4. From here, choose the settings that you want:
Block incoming caller ID: Turn on this setting to block the caller ID of incoming calls from being
displayed.
Users can override the caller ID policy: Turn on this setting to let users override the settings in the
policy. This means that users can choose whether to display their caller ID or block the caller ID of an
incoming call.
Replace caller ID: Set the caller ID to be displayed for users by selecting one of the following:
User's number: Displays the user's number.
Service number: Lets you set a service phone number to display as the caller ID.
Anonymous: Displays the caller ID as Anonymous.
Service number to use to replace the caller ID: Choose a service number to replace the caller ID
of users. This option is available if you selected Service number in Replace caller ID.
5. Click Save.
Edit a caller ID policy

You can edit the global policy or any custom policies that you create.
1. In the left navigation of the Microsoft Teams admin center, go to Voice > Caller ID policies.
3. Change the settings that you want, and then click Save.
Assign a custom caller ID policy to users

group.
Assign a custom caller line ID policy to a user
2. Click Policies, and then next to Assigned policies, click Edit.
3. Under Caller ID policy, select the policy you want to assign, and then choose Save.
Assign a custom calling line ID policy to multiple users at a time
To assign a custom calling line Id policy to multiple users at a time, see Edit Teams user settings in bulk.
1. Go to Microsoft Teams admin center > Voice > Caller ID policies.
Assign a custom caller ID policy to users in a group
You may want to assign a custom policy to multiple users that you’ve already identified. For example, you may
want to assign a policy to all users in a security group. You can do this by connecting to the Azure Active Directory
PowerShell for Graph module and the Skype for Business PowerShell module. For more information about using
PowerShell to manage Teams, see Teams PowerShell Overview.
In this example, we assign a custom caller lID policy called Support Caller ID Policy to all users in the Contoso
Support group.
NOTE
$group = Get-AzureADGroup -SearchString "Contoso Support"

"User"}
Assign all users in the group to a particular caller ID policy. In this example, it's Support Caller ID Policy.
$members | ForEach-Object { Grant-CsCallingLineIdentity -PolicyName "Support Caller ID Policy" -Identity

$_.EmailAddress}
Related topics
New -CsCallingLineIdentity
Shared line appearance in Microsoft Teams
Shared line appearance is part of the delegation feature that lets a user choose a delegate to answer or handle calls
on their behalf. This feature is helpful if a user has an administrative assistant who regularly handles the user’s calls.
In the context of shared line appearance, a manager is someone who authorizes a delegate to make or receive calls
on their behalf, and a delegate can make and receive calls on behalf of someone else.
IMPORTANT
This feature is only available in Teams Only deployment mode. For more details on Teams deployment modes, see
Understand Microsoft Teams and Skype for Business coexistence and interoperability
License required
A user must be an enterprise voice user to be a delegate or set up delegation and enable others to make or receive
calls on their behalf.
Both managers and delegates need to be enterprise voice enabled. The shared line experience is part of delegation
and requires no additional license. For additional details on the licensing model, See Office 365 licensing for
Microsoft Teams.
Configuring delegation and shared line appearance

Delegation and shared line appearance are user-driven features: there are no admin settings to configure. For
information about how to use the feature, see Share a phone line with a delegate
The tenant admin can enable delegation via the TeamsCallingPolicy AllowDelegation setting or via Teams
Admin Portal for this feature to work.
The tenant admin can also configure delegation relationships for a user in the Teams admin center. In addition, the
end user can also configure their delegation relationships directly in Teams. The Tenant admin or the user cannot
block the configuration by each other, but the Teams admin center and Teams client should show this relationship
accurately in both places.
IMPORTANT
When the tenant admin turns off delegation for a user (after it has been turned on), they also need to clean up delegation
relationships for that user in the Teams admin center to avoid incorrect call routing.
Shared line appearance feature availability

Shared line appearance is currently supported by the following apps and devices.
TEAMS WEB APP TEAMS MOBILE

CAPABILITY TEAMS DESKTOP TEAMS MAC APP (EDGE) IOS/ANDROID APP TEAMS IP PHONE
Set up delegation Yes Yes Yes No No

TEAMS WEB APP TEAMS MOBILE
CAPABILITY TEAMS DESKTOP TEAMS MAC APP (EDGE) IOS/ANDROID APP TEAMS IP PHONE
Receive calls on Yes Yes Yes Yes Yes

behalf of another
Call a phone Yes Yes Yes Yes Yes

number on behalf
of another
Call a Teams user Yes Yes Yes Yes Yes

on behalf of
another
See the admin Yes Yes Yes No No

view of shared
lines
See the admin Yes Yes Yes No No

view of manager's
call activities
See the manager Yes Yes Yes No No

view of delegates
Admin or Yes Yes Yes No No

manager can
hold or resume
Limitations
Managers can add up to 25 delegates, and delegates can have up to 25 managers. There is no limit to the number
of delegation relationships that can be created in a tenant.
If the delegator and delegate are not in the same geographic location, it is up to the PSTN provider to allow caller
ID to show up from a different geographic location for a delegated (on behalf of) call.
More information
Share a phone line with a delegate
Understand how users can block PSTN calls on
Microsoft Teams desktop and mobile clients
If users are receiving calls that they don’t want to receive on their Microsoft Teams desktop or mobile (iOS or
Android) clients, they can use the block calls feature to prevent future calls from the sender. Users can also manage
their blocked caller list.
This feature allows users to reduce the following types of calls:
Unknown callers (no caller ID )
Spam calls
Robo calls
Calls from telemarketers
Calls from others whom they don’t want to speak to.
For more information and steps to block callers, see Manage your call settings in Teams.
You've completed the Get started. You've rolled out Teams with chat, teams, channels, & apps across your
organization. Maybe you've deployed Meetings & conferencing. Now you're ready to add cloud voice workloads,
and you've decided to use Microsoft Phone System with Calling Plan to connect to the Public Switched Telephone
Network (PSTN ).
This article describes core deployment decisions for Calling Plans as well as additional considerations you may
want to configure, based on your organization's needs. You should also read Cloud Voice in Microsoft Teams for
more information about Microsoft's cloud voice offerings.
Learn more about Calling Plans

The following articles provide more information about deploying and using Microsoft Calling Plans:
Calling Plans for Office 365

To use Microsoft as your telephony carrier, you need to obtain Calling Plan licenses and assign them to your Phone
System users.
There are two types of Calling Plans available:
Domestic Calling Plans
Domestic and International Calling Plans
ASK YOURSELF ACTION
Are Calling Plans available in my area? Which user locations For more information, see Country and region availability for
will have Calling Plan service? Audio Conferencing and Calling Plans.
Do my users need international calling? For more information, see Calling Plans for Office 365.
Do my users have Calling Plans licenses? To buy and assign licenses, see Step 2: Buy and assign licenses.
Do my users each have a direct inward dial (DID) phone To get phone numbers, see Step 3: Get phone numbers.
number?

It's easy to transfer your phone numbers from your current service provider to Teams. After you port your phone
numbers to Teams, Microsoft will become your service provider and will bill you for those phone numbers. For
more information, see Transfer phone numbers to Office 365.
Phone numbers and emergency locations
With Calling Plans in Office 365, every user in your organization needs to have a unique direct inward dial (DID )
phone number and a corresponding validated emergency address. You can also specify an emergency location
within the emergency address (for example, an office number or floor number).
ASK YOURSELF ACTION
How detailed do I want the emergency address and location For more information, see What are emergency locations,
information to be? addresses, and call routing?.
Calling identity
By default, all outbound calls use the assigned phone number as calling identity (caller ID ). The recipient of the call
can quickly identify the caller and decide whether to accept or reject the call.
ASK YOURSELF ACTION
Do I want to mask or disable caller ID? To change or block the caller ID, see Set the caller ID for a user.
Calls to other Skype for Business and Microsoft Teams users are free, but if you want your users to be able to
call regular phones, and you don't already have a service provider to make voice calls, you need to buy a Calling
Plan. For more information, see Phone System and Calling Plans.
Here are the Calling Plans options:
Domestic Calling Plan: Licensed users can call out to numbers located in the country/region where
they are assigned in Office 365.
Domestic and International Calling Plan: Licensed users can call out to numbers located in the
country/region where their Office 365 license is assigned to the user based on the user's location, and to
international numbers in 196 countries/regions.
Monthly minutes available for each organization and each country/region are located here.
IMPORTANT
The country/region is based on the location of the user's license in the Microsoft 365 admin center > Active users and
NOT the billing address listed under the Organization Profile in the Microsoft 365 admin center.
For detailed information about usage limits and terms of use, see Audio Conferencing complimentary dial-out
period.
How to buy a Calling Plan

1. You must first purchase a **Phone System add-on license. To do that, sign into the Microsoft 365
admin center and choose **Billing > Purchase services > Add-on subscriptions > Buy now.
NOTE
Depending on your plan, you may need to buy more add-ons before you can buy Phone System licenses. To learn
more, see "License options based on your plan" in Microsoft Teams add-on licensing.
2. After you buy Phone System licenses, you can buy the Calling Plan by signing in to the Microsoft 365
admin center, choose Billing > Purchase services > Add-on subscriptions, and then clicking Buy
now. You'll see the Calling Plans there.
You can buy and assign different Calling Plans to different users, depending on the needs of your organization.
After you select the Calling Plan you need, proceed to checkout. You assign a plan to each user in the Microsoft
365 admin center. To learn how, see Assign Microsoft Teams licenses.
Do you have a service provider that provides on-premises PSTN

connectivity for hybrid users?
If so, you don't need to buy a Calling Plan. Office 365 Enterprise E5 includes the Phone System add-on, so you
can proceed to checkout.
Then, assign the Enterprise E5 or Phone System add-on licenses to users in the Microsoft 365 admin center. To
learn how, see Assign Microsoft Teams licenses.
Pricing information
Pricing for Calling Plans
For more information

Here are more articles that explain how to set up your Calling Plans:
Related topics
Calls to other Skype for Business users are free, but if you want your users to be able to call phones outside of
your business, get a Domestic Calling Plan or an International Calling Plan in Office 365. It's easy to set this up
for your business.
Step 1: Find out if Calling Plans are available in your country/region

Go to Country and region availability for Audio Conferencing and Calling Plans and select your country or
region to get availability information about Calling Plans, as well as information about Audio Conferencing,
Phone System, toll and toll-free numbers, and Communications Credits.
Step 2: Buy and assign licenses

1. If the Phone System in Office 365 feature isn't included in your plan, you may need to purchase Phone
System add-on licenses. After you have Phone System licenses, purchase Calling Plans for Office 365.
See Microsoft Teams add-on licensing, and buy the licenses and plan.
TIP
Phone System licenses and Calling Plans in Office 365 go together, so to see the option to purchase Calling Plans,
you must first have the Phone System licenses.
2. First assign the licenses, and then assign a Calling Plan to the people in your organization. See Assign
Step 3: Get phone numbers

There are three ways to get new user numbers:
Use the Skype for Business admin center. For some countries/regions, you can get numbers for your
users using the Skype for Business admin center, see Getting phone numbers for your users.
Port your existing numbers. You can port or transfer existing numbers from your current service
provider or phone carrier to Office 365. See Transfer phone numbers to Office 365 or Manage phone
numbers for your organization for more information to help you do this.
Use a request form for new numbers. Sometimes (depending on your country/region) you won't be
able to get your new phone numbers using the Skype for Business admin center, or you will need specific
phone numbers or area codes. If so, you will need to download a form and send it back to us. See
Manage phone numbers for your organization for more information.
Step 4: Add emergency addresses and locations for your organization

An emergency address must be associated with a phone number; when this association happens can vary
among country and regions. For example, in the United States, you need to associate an emergency address
when you assign the phone number to the user. In the United Kingdom, you need to associate an emergency
address to the phone number when you are getting the phone numbers from Office 365 or transferring phone
numbers from your current service provider.
To add an emergency address for your organization

In the Skype for Business admin center, go to Voice > Emergency locations > Add new address. See [Add or
remove and emergency address for your organization](/skypefor business/what-are-calling-plans-in-office-
365/add-or-remove-an-emergency-address-for-your-organization) for details.
To add an emergency location for your organization

In the Skype for Business admin center, go to Voice > Emergency locations > Add new address. See [Add,
change, or remove an emergency location for your organization](/skypefor business/what-are-calling-plans-in-
office-365/add-or-remove-an-emergency-address-for-your-organization) for details.
Step 5: Assign an emergency address and a phone number to a user

When you are setting up Calling Plans in Office 365, you must assign a phone number and emergency address
to each of your users. The emergency address must be created before you can associate it with a phone number.
To add an emergency address for a user

In the Skype for Business admin center, go to Voice > Voice users > Emergency location > Assign number
> Change location. See Assign or change an emergency address for a user for more details.
NOTE
You can also assign an emergency address when you assign a phone number.
To assign a phone number to a user

In the Skype for Business admin center, go to Voice > Voice users > Assign number > Change location. See
Assign, change, or remove a phone number for a user for more details.
Step 6: Tell your users about their new phone numbers

We recommend sending mail or using your business's preferred communication method to tell the people
about their new phone numbers.
Here's how they can see that phone number in their Skype for Business app:
1. Sign in to Skype for Business on your desktop.
2. Choose Settings > Tools > Options.
3. Then choose Phones.
In Microsoft Teams, users can see their phone number by clicking Calls in the left navigation. The phone
number is shown above the dial pad.
What else do you need to know?

An emergency address is often referred to as a civic address, street address, or a physical address. It is the
street or civic address of a place of business for your organization.
Emergency locations aren't validated, only emergency addresses are.
If you want to know more about emergency addresses, see What are emergency locations, addresses and
call routing?
Do you want to automate assigning phone numbers?

If you know Windows PowerShell, you can use the following cmdlets to automate assigning phone numbers to
your users.
Get-CsOnlineTelephoneNumber: Retrieves the telephone numbers from the Business Voice Directory.
Set-CsOnlineVoiceUser: Sets the telephone numbers.
To learn more, see Quick reference: Using Windows PowerShell to do common Skype for Business Online
management tasks.
NOTE
If you need to get more telephone numbers than this, please contact support for business products - Admin Help.
Related topics
Quick start guide: Configuring Calling Plans in
Microsoft Teams
This guide will help you get a set of users up and running so they can explore Calling Plans in Teams.
Read the December 12, 2017, announcement of Calling Plans in Teams: Intelligent Communications takes the next
step with calling in Teams
NOTE
We recommend that, in parallel with this quick-start guide, you read Phone System with Calling Plans and FastTrack to plan
and drive a successful rollout.
By adding Calling Plans - an Office 365 feature powered by Skype for Business - you can now use Teams to make
and receive phone calls to or from land lines and mobile phones via the public switched telephone network
(PSTN ).
Prerequisites for enabling the Calls tab in Teams

To enable the Calls tab in Teams users need to have 1:1 calling enabled in Teams and using a Teams client that
supports 1:1 Teams calling. To learn how to manage 1:1 calling in Teams, read Set-CsTeamsCallingPolicy. To learn
which clients support calling, please read Limits and specifications for Microsoft Teams.
NOTE
Currently, Voicemail will not be available in the Calls tab unless the user is enabled for PSTN calls.
Prerequisites for enabling the Dial Pad in Teams

To enable the Dial Pad tab in Teams and allow your users to make and receive PSTN calls you will need to
provision users for Phone System and Calling Plans. To learn how to set up Calling Plans, read Set up Calling
Plans.
NOTE
You can also use Direct Routing to allow your users to make and receive PSTN calls. To learn how to set up Direct Routing,
read Configure Direct Routing.
Using TeamsUpgradePolicy to control where calls land

To control whether incoming calls (and chats) land in Teams or Skype for Business, administrators use
TeamsUpgradePolicy, using either Microsoft Teams admin center or using a remote Windows PowerShell session
with the Skype for Business cmdlets.
The default configuration of TeamsUpgradePolicy is Islands mode, which is designed to ensure that existing
business workflows are not interrupted during a Teams deployment. By default, VoIP, PSTN, and federated calls to
your users will continue to be routed to Skype for Business until you update the policy to enable inbound calling to
Teams. When recipients are in islands mode:
Incoming VOIP calls that originated in Skype for Business always land in the recipient's Skype for Business
client.
Incoming VOIP calls that originated in Teams land in Teams, if the sender and receiver are in the same tenant.
Incoming federated VOIP (regardless of which client originates) and PSTN calls always land in the recipient's
Skype for Business client.
To ensure that incoming VOIP and PSTN calls always land in a user's Teams client, update the user's coexistence
mode to be TeamsOnly (which means, assign them the "UpgradeToTeams" instance of TeamsUpgradePolicy. For
more information on coexistence modes and TeamsUpgradePolicy, see Migration and interoperability guidance for
organizations using Teams together with Skype for Business
NOTES
Skype for Business IP phones will receive calls, even if the user is in TeamsOnly mode.
Users that have been provisioned with Phone System and Calling Plans licenses for use with Skype for
Business Online (e.g. they have been assigned a value of OnlineVoiceRoutingPolicy) , will have the Calls tab
enabled in Teams and can place outbound PSTN calls from Teams without administrators having to take any
administrative action.
How to configure users to receive all incoming VOIP and PSTN calls in Teams
To ensure users receive all incoming VOIP and PSTN calls in Teams, set the user's coexistence mode to TeamsOnly
in the Microsoft Teams admin center, or use Skype for Business remote Windows PowerShell session to update
TeamsUpgradePolicy as follows:
Grant-CsTeamsUpgradePolicy -PolicyName UpgradeToTeams -Identity user@contoso.com
See also
Migration and interoperability guidance for organizations using Teams together with Skype for Business
Skype for Business PowerShell cmdlet reference
You've completed Get started. You've rolled out Teams with chat, teams, channels, & apps across your organization.
Maybe you've deployed Meetings & conferencing. Now you're ready to add cloud voice workloads, and you've
decided to use your own telephony carrier for Public Switched Telephone Network (PSTN ) connectivity by using
Phone System Direct Routing. With Direct Routing, you can use Phone System with virtually any telephony carrier.
This article describes core deployment decisions for Direct Routing as well as additional considerations you may
want to think about, based on your organization's needs. You should also read Cloud Voice in Microsoft Teams for
Learn more about Direct Routing

The following articles provide more information about configuring and using Phone System Direct Routing.
Configuring Direct Routing requires understanding of PSTN routing design. You should read all of these articles to
understand how to plan and configure Direct Routing:
Plan Direct Routing
In addition, you might want to read the following articles depending on your requirements:
Watch the following session to learn more about Direct Routing: Direct Routing in Microsoft Teams

These are the core decisions to consider for Direct Routing.
ASK YOURSELF ACTION
For which users will I enable Direct Routing? For more information, see Enable users for Direct Routing
Service.
Do I have the required licenses for Direct Routing? For more information, see Licensing and other requirements.
Session Border Controller (SBC ) considerations

With Direct Routing, you connect your own Session Border Controller (SBC ) directly to Phone System. For a list of
certified SBCs, see Supported Session Border Controllers.
ASK YOURSELF ACTION
Where and how will I deploy SBCs? For more information, see Configure Direct Routing
ASK YOURSELF ACTION
Do I have multiple tenants? For more information, see Configure a Session Border
Controller for multiple tenants.
Voice routing considerations

You'll need to configure Phone System to route the calls to the specific SBCs.
ASK YOURSELF ACTION
What voice routing policies, PSTN usage, and voice routes do I For voice routing information, see Configure Voice Routing.
need to create?
Which users will be assigned to the voice routing policy that I See the examples in Configure Voice Routing.
define?
Calling and interop policies

Direct Routing is only supported with Microsoft Teams. To place or receive PSTN calls through Direct Routing, you
need to configure the necessary policies to ensure incoming calls are received in Teams. You can configure users to
set Teams as their preferred client for calls by either configuring the user for Teams Only mode or configuring
Teams as the preferred calling client by assigning the TeamsCallingPolicy and the TeamsInteropPolicy.
ASK YOURSELF ACTION
How will I set Teams as the preferred client for calls? For more information, see Set Microsoft Teams as the
preferred calling client for users.
Additional deployment considerations

You may want to consider the following, based on your organization's needs and configuration:
ASK YOURSELF ACTION
Do you have an existing Skype for Business Server deployment To understand how user accounts in a hybrid environment are
with hybrid connectivity configured? provisioned and managed, see User accounts in a hybrid
environment with PSTN connectivity.
Are you migrating to Direct Routing from Calling Plan or from To understand more about migrating to Direct Routing from
a Skype for Business on-premises environment? an existing environment, see Migrating to Direct Routing.
Plan Direct Routing
TIP
Watch the following session to learn about the benefits of Direct Routing, how to plan for it, and how to deploy it: Direct
Routing in Microsoft Teams
Microsoft Phone System Direct Routing lets you connect a supported, customer-provided Session Border
Controller (SBC ) to Microsoft Phone System. With this capability, for example, you can configure on-premises
PSTN connectivity with Microsoft Teams client, as shown in the following diagram:
NOTE
Skype for Business Online also lets you pair a customer-provided SBC, but this requires an on-premises Skype for Business
Server deployment or a special edition of Skype for Business, called Cloud Connector, in between the SBC and the Microsoft
Cloud. This scenario is known as hybrid voice. In contrast, Direct Routing allows a direct connection between the supported
SBC and the Microsoft Cloud.
With Direct Routing, you can connect your SBC to almost any telephony trunk or interconnect with third-party
Public Switched Telephone Network (PSTN ) equipment. Direct Routing enables you to:
Use virtually any PSTN trunk with Microsoft Phone System.
Configure interoperability between customer-owned telephony equipment, such as a third-party private
branch exchange (PBX), analog devices, and Microsoft Phone System.
Microsoft also offers all-in-the-cloud voice solutions, such as Calling Plan. However, a hybrid voice solution might
be best for your organization if:
Microsoft Calling Plan is not available in your country.
Your organization requires connection to third-party analog devices, call centers, and so on.
Your organization has an existing contract with a PSTN carrier.
Direct Routing also supports users who have the additional license for the Microsoft Calling Plan. For more
information, see Phone System and Calling Plans.
With Direct Routing, when users participate in a scheduled conference, the dial-in number is provided by
Microsoft Audio Conferencing service, which requires proper licensing. When dialing out, the Microsoft Audio
Conferencing service places the call using online calling capabilities, which requires proper licensing. (Note that
dialing out does not route through Direct Routing.) For more information, see Online Meetings with Teams.
Planning your deployment of Direct Routing is key to a successful implementation. This article describes
infrastructure and licensing requirements and provides information about SBC connectivity:
Infrastructure requirements
Licensing and other requirements
SBC domain names
Public trusted certificate for the SBC
SIP Signaling: FQDNs
SIP Signaling: Ports
Media traffic: Port ranges
Supported Session Border Controllers (SBCs)
For detailed information about configuring Direct Routing, see Configure Direct Routing.
Infrastructure requirements
The infrastructure requirements for the supported SBCs, domains, and other network connectivity requirements
to deploy Direct Routing are listed in the following table:
INFRASTRUCTURE REQUIREMENT YOU NEED THE FOLLOWING
Session Border Controller (SBC) A supported SBC. For more information, see Supported SBCs.
Telephony trunks connected to the SBC One or more telephony trunks connected to the SBC. On one
end, the SBC connects to the Microsoft Phone System via
Direct Routing. The SBC can also connect to third-party
telephony entities, such as PBXs, Analog Telephony Adapters,
and so on. Any PSTN connectivity option connected to the
SBC will work. (Note: For configuration of the PSTN trunks to
SBC, please refer to the SBC vendors or trunk providers.)
Office 365 tenant An Office 365 tenant that you use to home your Microsoft
Teams users, and the configuration and connection to the
SBC.
User registrar User must be homed in Office 365.

If your company has an on-premises Skype for Business or
Lync environment with hybrid connectivity to Office 365, you
cannot enable voice in Teams for a user homed on-premises.
To check the registrar of a user, use the following Skype for

Business Online PowerShell cmdlet:
Get-CsOnlineUser -Identity <user> | fl
HostingProvider
The output of the cmdlet should show:

HostingProvider : sipfed.online.lync.com
INFRASTRUCTURE REQUIREMENT YOU NEED THE FOLLOWING
Domains One or more domains added to your Office 365 tenants.
Note: You cannot use the default domain, *.onmicrosoft.com,

that is automatically created for your tenant.
To view the domains, you can use the following Skype for
Business Online PowerShell cmdlet:
Get-CsTenant | fl Domains
For more information about domains and Office 365 tenants,

see Domains FAQ.
Public IP address for the SBC A public IP address that can be used to connect to the SBC.
Based on the type of SBC, the SBC can use NAT.
Fully Qualified Domain Name (FQDN) for the SBC A FQDN for the SBC, where the domain portion of the FQDN
is one of the registered domains in your Office 365 tenant.
For more information, see SBC domain names.
Public DNS entry for the SBC A public DNS entry mapping the SBC FQDN to the public IP
Address.
Public trusted certificate for the SBC A certificate for the SBC to be used for all communication
with Direct Routing. For more information, see Public trusted
certificate for the SBC.
Connection points for Direct Routing The connection points for Direct Routing are the following
three FQDNs:
sip.pstnhub.microsoft.com – Global FQDN, must be tried

first.
sip2.pstnhub.microsoft.com – Secondary FQDN,
geographically maps to the second priority region.
sip3.pstnhub.microsoft.com – Tertiary FQDN,
geographically maps to the third priority region.
For information on configuration requirements, see SIP

Signaling: FQDNs.
Firewall IP addresses and ports for Direct Routing media The SBC communicates to the following services in the cloud:
SIP Proxy, which handles the signaling

Media Processor, which handles media -except when Media
Bypass is on
These two services have separate IP addresses in Microsoft

Cloud, described later in this document.
For more information, see the Microsoft Teams section in

Office 365 URLs and IP address ranges.
Media Transport Profile TCP/RTP/SAVP

UDP/RTP/SAVP
Firewall IP addresses and ports for Microsoft Teams media For more information, see Office 365 URLs and IP address
ranges.
Licensing and other requirements
Users of Direct Routing must have the following licenses assigned in Office 365:
Microsoft Phone System
Microsoft Teams + Skype for Business Plan 2 if included in Licensing Sku
Microsoft Audio Conferencing
NOTE
Skype for Business Plan should not be removed from any licensing SKU where it is included.
IMPORTANT
In the case that you would like to add external participants to scheduled meetings, either by dialing out to them or by
providing the dial-in number, the audio conferencing license is required.
NOTE
The audio conferencing license is required to:
Escalate from 1:1 call to a group call.
Add external participants to scheduled meetings, by either dialing out or providing the dial-in number.
In addition, you must ensure the following:

CsOnlineVoiceRoutingPolicy is assigned to the user.
Allow Private Calling is enabled at the tenant level for Microsoft Teams.
Direct Routing also supports users who are licensed for Microsoft Calling Plan. Microsoft Phone System with
Calling Plan can route some calls using the Direct Routing interface. However, the users' phone numbers must be
either acquired online or ported to Microsoft.
Mixing Calling Plan and Direct Routing connectivity for the same user is optional, but could be useful, for
example, when the user is assigned a Microsoft Calling Plan but wants to route some calls via SBC. One of the
most common scenarios are calls to third-party PBXs. With third-party PBXs, all calls, except calls to the phones
connected to that PBXs, are routed via Microsoft Calling Plan; but calls to the phones connected to third-party
PBXs go to the SBC, therefore stay within the enterprise network and not to the PSTN.
For more information about Phone System licensing, see Get the most from Office with Office 365 and Office
365 Plan Options.
For more information about Phone System licensing, see Microsoft Teams add-on licensing.
SBC domain names

The SBC domain name must be from one of the names registered in “Domains” of the tenant. You cannot use the
*.onmicrosoft.com tenant for the FQDN name of the SBC.
The following table shows examples of DNS names registered for the tenant, whether the name can be used as a
FQDN for the SBC, and examples of valid FQDN names:
DNS NAME CAN BE USED FOR SBC FQDN EXAMPLES OF FQDN NAMES
contoso.com Yes Valid names:

sbc1.contoso.com
ssbcs15.contoso.com
europe.contoso.com
contoso.onmicrosoft.com No
Using *.onmicrosoft.com domains is
not supported for SBC names
Assume you want to use a new domain name. For example, your tenant has contoso.com as a domain name
registered in your tenant, and you want to use sbc1.sip.contoso.com. Before you can pair an SBC with the name
sbc1.sip.contoso.com, you must register the domain name sip.contoso.com in "Domains" in your tenant. If you try
pairing an SBC with sbc1.sip.contoso.com before registering the domain name, you will get the following error:
"Cannot use the "sbc1.sip.contoso.com" domain as it was not configured for this tenant." After you add the
domain name, you also need to create a user with UPN user@sip.contoso.com and assign a "Teams" license. It
might take up to 24 hours to fully provision the domain name after it is added to "Domains" of your tenant, a user
with a new name is created, and a license is assigned to the user.
It is possible that a company might have several SIP address spaces in one tenant. For example, a company might
have contoso.com as a SIP address space and fabrikam.com as the second SIP address space. Some users have
address user@contoso.com and some users have address user@fabrikam.com.
The SBC only needs one FQDN and can service users from any address space in the paired tenant. For example,
an SBC with the name sbc1.contoso.com can receive and send the PSTN traffic for users with addresses
user@contoso.com and user@fabrikam.com as long as these SIP address spaces are registered in the same
tenant.
Public trusted certificate for the SBC

Microsoft strongly recommends that you request the certificate for the SBC by generating a certification signing
request (CSR ). For specific instructions on generating a CSR for an SBC, refer to the interconnection instructions
or documentation provided by your SBC vendors.
NOTE
Most Certificate Authorities (CAs) require the private key size to be at least 2048. Keep this in mind when generating the
CSR.
The certificate needs to have the SBC FQDN in the subject, common name, or subject alternate name fields.
Alternatively, Direct Routing supports a wildcard in SAN, and the wildcard needs to conform to standard RFC
HTTP Over TLS. An example would be using *.contoso.com in the SAN, which would match the SBC FQDN
sbc.contoso.com, but wouldn’t match with sbc.test.contoso.com.
The certificate needs to be generated by one of the following root certificate authorities:
AffirmTrust
AddTrust External CA Root
Baltimore CyberTrust Root
Buypass
Cybertrust
Class 3 Public Primary Certification Authority
Comodo Secure Root CA
Deutsche Telekom
DigiCert Global Root CA
DigiCert High Assurance EV Root CA
Entrust
GlobalSign
Go Daddy
GeoTrust
Verisign, Inc.
Starfield
Symantec Enterprise Mobile Root for Microsoft
SwissSign
Thawte Timestamping CA
Trustwave
TeliaSonera
T-Systems International GmbH (Deutsche Telekom)
QuoVadis
Microsoft is working on adding additional certification authorities based on customer requests.

Direct Routing is offered in the following Office 365 environments:
Office 365
Office 365 GCC
Office 365 GCC High
Office 365 DoD
Learn more about Office 365 and US Government environments such as GCC, GCC High, and DoD.
Office 365 and Office 365 GCC environments
The connection point for Direct Routing are the following three FQDNs:
sip.pstnhub.microsoft.com – Global FQDN – must be tried first. When the SBC sends a request to resolve
this name, the Microsoft Azure DNS servers return an IP address pointing to the primary Azure datacenter
assigned to the SBC. The assignment is based on performance metrics of the datacenters and geographical
proximity to the SBC. The IP address returned corresponds to the primary FQDN.
sip2.pstnhub.microsoft.com – Secondary FQDN – geographically maps to the second priority region.
sip3.pstnhub.microsoft.com – Tertiary FQDN – geographically maps to the third priority region.
Placing these three FQDNs in order is required to:
Provide optimal experience (less loaded and closest to the SBC datacenter assigned by querying the first
FQDN ).
Provide failover when connection from an SBC is established to a datacenter that is experiencing a temporary
issue. For more information, see Failover mechanism below.
The FQDNs – sip.pstnhub.microsoft.com, sip2.pstnhub.microsoft.com and sip3.pstnhub.microsoft.com – will be
resolved to one of the following IP addresses:
52.114.148.0
52.114.132.46
52.114.75.24
52.114.76.76
52.114.7.24
52.114.14.70
You need to open ports for all these IP addresses in your firewall to allow incoming and outgoing traffic to and
from the addresses for signaling. If your firewall supports DNS names, the FQDN sip-all.pstnhub.microsoft.com
resolves to all these IP addresses.
Office 365 GCC DoD environment
The connection point for Direct Routing is the following FQDN:
sip.pstnhub.dod.teams.microsoft.us – Global FQDN. As the Office 365 DoD environment exists only in the US
data centers, there is no secondary and tertiary FQDNs.
The FQDNs – sip.pstnhub.dod.teams.microsoft.us will be resolved to one of the following IP addresses:
52.127.64.33
52.127.68.34
from the addresses for signaling. If your firewall supports DNS names, the FQDN
sip.pstnhub.dod.teams.microsoft.us resolves to all these IP addresses.
Office 365 GCC High environment
sip.pstnhub.gov.teams.microsoft.us – Global FQDN. As the GCC High environment exists only in the US data
centers, there is no secondary and tertiary FQDNs.
The FQDNs – sip.pstnhub.gov.teams.microsoft.us will be resolved to one of the following IP addresses:
52.127.88.59
52.127.92.64
sip.pstnhub.gov.teams.microsoft.us resolves to all these IP addresses.

Port requirements are the same for all Office 365 environments where Direct Routing is offered:
Office 365
Office 365 GCC
Office 365 GCC High
Office 365 DoD
You must use the following ports:
TRAFFIC FROM TO SOURCE PORT DESTINATION PORT
SIP/TLS SIP Proxy SBC 1024 – 65535 Defined on the SBC
SIP/TLS SBC SIP Proxy Defined on the SBC 5061

Failover mechanism for SIP Signaling
The SBC makes a DNS query to resolve sip.pstnhub.microsoft.com. Based on the SBC location and the datacenter
performance metrics, the primary datacenter is selected. If the primary datacenter experiences an issue, the SBC
will try the sip2.pstnhub.microsoft.com, which resolves to the second assigned datacenter, and, in the rare case
that datacenters in two regions are not available, the SBC retries the last FQDN (sip3.pstnhub.microsoft.com),
which provides the tertiary datacenter IP.
The table below summarizes the relationships between primary, secondary, and tertiary datacenters:
IF THE PRIMARY DATACENTER

IS EMEA NOAM ASIA
The secondary datacenter US EU US

(sip2.pstnhub.microsoft.com
)
The tertiary datacenter ASIA ASIA EU

(sip3.pstnhub.microsoft.com
)
Media traffic: Port ranges

Note that the requirements below apply if you want to deploy Direct Routing without Media Bypass. For firewall
requirements for Media Bypass, please refer to Plan for media bypass with Direct Routing.
The media traffic flows to and from a separate service in the Microsoft Cloud. The IP range for Media traffic:
52.112.0.0 /14 (IP addresses from 52.112.0.1 to 52.115.255.254).
52.127.64.0/21
52.127.88.0/21
Port range (applicable to all environments)
The port range of the Media Processors is shown in the following table:
UDP/SRTP Media Processor SBC 49 152 – 53 247 Defined on the SBC
UDP/SRTP SBC Media Processor Defined on the SBC 49 152 – 53 247
NOTE
Microsoft recommends at least two ports per concurrent call on the SBC.
Media traffic: Codecs

Leg between SBC and Cloud Media Processor or Microsoft Teams client.
Applies to both media bypass case and non-bypass cases
The Direct Routing interface on the leg between the Session Border Controller and Cloud Media Processor
(without media bypass) or between the Teams client and the SBC (if Media Bypass enabled) can use the following
codecs:
Non-Media bypass (SBC to Cloud Media Processor): SILK, G.711, G.722, G.729
Media Bypass (SBC to Teams client): SILK, G.711, G.722, G.729, OPUS
You can force use of the specific codec on the Session Border Controller by excluding undesirable codecs from the
offer.
Leg between Microsoft Teams Client and Cloud Media Processor
Applies to non-media bypass case only. With Media Bypass media flows directly between Teams client and SBC
On the leg between the Cloud Media Processor and Microsoft Teams client either SILK or G.722 used. The codec
choice on this leg based on Microsoft algorithms, which take into consideration multiple parameters.
Supported Session Border Controllers (SBCs)

Microsoft only supports certified SBCs to pair with Direct Routing. Because Enterprise Voice is critical for
businesses, Microsoft runs intensive tests with the selected SBCs, and works with the SBC vendors to ensure the
two systems are compatible.
Devices that have been validated are listed as Certified for Teams Direct Routing. The certified devices are
guaranteed to work in all scenarios.
For more information about supported SBCs, see List of Session Border Controllers certified for Direct Routing.
See also
TIP
Watch the following session to learn about the benefits of Direct Routing, how to plan for it, and how to deploy it: Direct
Routing in Microsoft Teams
If you have not already done so, read Plan Direct Routing for prerequisites and to review other steps you’ll need
to take before you configure your Microsoft Phone System network.
This article describes how to configure Microsoft Phone System Direct Routing. It details how to pair a supported
Session Border Controller (SBC ) to Direct Routing and how to configure Microsoft Teams users to use Direct
Routing to connect to the Public Switched Telephone Network (PSTN ). To complete the steps explained in this
article, administrators need some familiarity with PowerShell cmdlets. For more information about using
PowerShell, see Set up your computer for Windows PowerShell.
We recommend that you confirm that your SBC has already been configured as recommended by your SBC
vendor:
AudioCodes deployment documentation
Oracle deployment documentation
Ribbon Communications deployment documentation
TE -Systems (anynode) deployment documentation
You can configure your Microsoft Phone System and enable users to use Direct Routing, then set up Microsoft
Teams as the preferred calling client by completing the following procedures:
Pair the SBC with a Microsoft Phone System and validate the pairing
Enable users for Direct Routing Service
Ensure that Microsoft Teams is the preferred calling client for the users
Pair the SBC to the Direct Routing Service of Phone System

The following are the three high-level steps to let you connect, or pair, the SBC to the Direct Routing interface:
Connect to Skype for Business Online admin center using PowerShell
Pair the SBC
Validate the pairing
Connect to Skype for Business Online by using PowerShell
You can use a PowerShell session connected to the tenant to pair the SBC to the Direct Routing interface. To open
a PowerShell session, please follow the steps outlined in Set up your computer for Windows PowerShell.
After you establish a remote PowerShell session, please validate that you can see the commands to manage the
SBC. To validate the commands, type or copy/paste in the following in the PowerShell session and press Enter:
Get-Command *onlinePSTNGateway*
Your command will return the four functions shown here that will let you manage the SBC.
CommandType Name Version Source
----------- ---- ------- ------
Function Get-CsOnlinePSTNGateway 1.0 tmp_v5fiu1no.wxt
Function New-CsOnlinePSTNGateway 1.0 tmp_v5fiu1no.wxt
Function Remove-CsOnlinePSTNGateway 1.0 tmp_v5fiu1no.wxt
Function Set-CsOnlinePSTNGateway 1.0 tmp_v5fiu1no.wxt
Pair the SBC to the tenant

To pair the SBC to the tenant, in the PowerShell session type the following and press Enter:
New-CsOnlinePSTNGateway -Fqdn <SBC FQDN> -SipSignallingPort <SBC SIP Port> -MaxConcurrentSessions <Max
Concurrent Sessions the SBC can handle> -Enabled $true
NOTE
1. We highly recommend setting a maximum call limit in the SBC, using information that can be found in the SBC
documentation. The limit will trigger a notification if the SBC is at the capacity level.
2. You can only pair the SBC if the domain portion of its FQDN matches one of the domains registered in your tenant,
except *.onmicrosoft.com. Using *.onmicrosoft.com domain names is not supported for the SBC FQDN name. For
example, if you have two domain names:
contoso.com
contoso.onmicrosoft.com
For the SBC name, you can use the name sbc.contoso.com. If you try to pair the SBC with a name sbc.contoso.abc, the
system will not let you, as the domain is not owned by this tenant.
In addition to the domain registered in your tenant, it is important that there is a user with that domain and an
assigned E3 or E5 license. If not, you will receive the following error:
Can not use the “sbc.contoso.com” domain as it was not configured for this tenant .
New-CsOnlinePSTNGateway -Identity sbc.contoso.com -Enabled $true -SipSignallingPort 5067 -

MaxConcurrentSessions 100
Returns:
Identity : sbc.contoso.com
Fqdn : sbc.contoso.com
SipSignallingPort : 5067
FailoverTimeSeconds : 10
ForwardCallHistory : False
ForwardPai : False
SendSipOptions : True
MaxConcurrentSessions : 100
Enabled : True
There are additional options that can be set during the pairing process. In the previous example, however, only the
minimum required parameters are shown.
The following table lists the additional parameters that you can use in setting parameters for
New-CsOnlinePstnGateway
TYPE AND
REQUIRED? NAME DESCRIPTION DEFAULT POSSIBLE VALUES RESTRICTIONS
Yes FQDN The FQDN name None NoneFQDN String, list of

of the SBC name, limit 63 allowed and
characters disallowed
characters on
Naming
conventions in
Active Directory
for computers,
domains, sites,
and OUs
No MediaBypass The parameter None True Boolean

reserved for False
future use.
Parameter
indicated of the
SBC supports
Media Bypass
and the
administrator
wants to use it.
Yes SipSignallingPort Listening port None Any port 0 to 65535

used for
communicating
with Direct
Routing services
by using the
Transport Layer
Security (TLS)
protocol.
No FailoverTimeSeco When set to 10 10 Number Int

nds (default value),
outbound calls
that are not
answered by the
gateway within
10 seconds are
routed to the
next available
trunk; if there are
no additional
trunks, then the
call is
automatically
dropped. In an
organization with
slow networks
and gateway
responses, that
could potentially
result in calls
being dropped
unnecessarily.
The default value
is 10.
TYPE AND
No ForwardCallHisto Indicates False True Boolean

ry whether call False
history
information will
be forwarded
through the
trunk. If enabled,
the Office 365
PSTN Proxy
sends two
headers: History-
info and
Referred-By. The
default value is
False ($False).
No ForwardPAI Indicates False True Boolean

whether the P- False
Asserted-Identity
(PAI) header will
be forwarded
along with the
call. The PAI
header provides
a way to verify
the identity of
the caller. If
enabled the
Privacy:ID header
will also be sent.
The default value
is False ($False).
No SendSIPOptions Defines if an SBC True True Boolean

will or will not False
send the SIP
options. If
disabled, the SBC
will be excluded
from Monitoring
and Alerting
system. We
highly
recommend that
you enable SIP
options. Default
value is True.
TYPE AND
No MaxConcurrentS Used by alerting Null Null

essions system. When 1 to 100,000
any value is set,
the alerting
system will
generate an alert
to the tenant
administrator
when the
number of
concurrent
session is 90% or
higher than this
value. If
parameter is not
set, the alerts are
not generated.
However, the
monitoring
system will
report number of
concurrent
session every 24
hours.
TYPE AND
No MediaRelayRouti Allows selecting None Country codes in

ngLocationOverri path for media ISO format
de manually. Direct
Routing assigns a
datacenter for
media path
based on the
public IP of the
SBC. We always
select closest to
the SBC
datacenter.
However, in
some cases a
public IP from for
example a US
range can be
assigned to an
SBC located in
Europe. In this
case we will be
using not
optimal media
path. This
parameter allows
manually set the
preferred region
for media traffic.
We only
recommend
setting this
parameter if the
call logs clearly
indicate that
automatic
assignment of
the datacenter
for media path
does not assign
the closest to the
SBC datacenter.
No Enabled Used to enable False True Boolean

this SBC for False
outbound calls.
Can be used to
temporarily
remove the SBC,
while it is being
updated or
during
maintenance.
Verify the SBC pairing

Verify the connection:
Check if the SBC is on the list of paired SBCs.
Validate SIP Options.
Validate if the SBC is on the list of paired SBCs
After you pair the SBC, validate that the SBC is present in the list of paired SBCs by running the following
command in a remote PowerShell session: Get-CSOnlinePSTNGateway
The paired gateway should appear in the list as shown in the example below, and verify that the parameter
Enabled displays the value True. Enter:
Get-CsOnlinePSTNGateway -Identity sbc.contoso.com
Which returns:
Identity : sbc.contoso.com
Fqdn : sbc.contoso.com
SipSignallingPort : 5067
CodecPriority : SILKWB,SILKNB,PCMU,PCMA
ExcludedCodecs :
FailoverTimeSeconds : 10
ForwardCallHistory : False
ForwardPai : False
SendSipOptions : True
MaxConcurrentSessions : 100
Enabled : True
Validate SIP Options flow

To validate the pairing using outgoing SIP Options, use the SBC management interface and confirm that the SBC
receives 200 OK responses to its outgoing OPTIONS messages.
When Direct Routing sees incoming OPTIONS, it will start sending outgoing SIP Options messages to the SBC
FQDN configured in the Contact header field in the incoming OPTIONS message.
To validate the pairing using incoming SIP Options, use the SBC management interface and see that the SBC
sends a reply to the OPTIONS messages coming in from Direct Routing and that the response code it sends is
200 OK.
Enable users for Direct Routing Service

When you are ready to enable users for the Direct Routing Service, follow these steps:
1. Create a user in Office 365 and assign a phone system license.
2. Ensure that the user is homed in Skype for Business Online.
3. Configure the phone number and enable enterprise voice and voicemail.
4. Configure voice routing. The route is automatically validated.
Create a user in Office 365 and assign the license
There are two options for creating a new user in Office 365. However, we recommend that your organization
select and use one option to avoid routing issues:
Create the user in on-premises Active Directory and sync the user to the cloud. See Integrate your on-
premises directories with Azure Active Directory.
Create the user directly in the Office 365 Administrator Portal. See Add users individually or in bulk to Office
365 - Admin Help.
If your Skype for Business Online deployment co-exists with Skype for Business 2015 or Lync 2010/2013 on-
premises, the only supported option is to create the user in on-premises Active Directory and sync the user to the
cloud (Option 1).
Required licenses:
Office 365 Enterprise E3 (including SfB Plan2, Exchange Plan2, and Teams) + Phone System
Office 365 Enterprise E5 (including SfB Plan2, Exchange Plan2, Teams, and Phone System)
Optional licenses:
Calling Plan
Audio Conferencing
Ensure that the user is homed in Skype for Business Online
Direct Routing requires the user to be homed in Skype for Business Online. You can check this by looking at the
RegistrarPool parameter. It needs to have a value in the infra.lync.com domain.
1. Connect to remote PowerShell.
2. Issue the command:
Get-CsOnlineUser -Identity "<User name>" | fl RegistrarPool
Configure the phone number and enable enterprise voice and voicemail
After you have created the user and assigned a license, the next step is to configure their phone number and
voicemail. This can be done in one step.
To add the phone number and enable for voicemail:
1. Connect to a remote PowerShell session.
2. Enter the command:
Set-CsUser -Identity "<User name>" -EnterpriseVoiceEnabled $true -HostedVoiceMail $true -OnPremLineURI tel:
<E.164 phone number>
For example, to add a phone number for user "Spencer Low," you would enter the following:
Set-CsUser -Identity "Spencer Low" -OnPremLineURI tel:+14255388797 -EnterpriseVoiceEnabled $true -

HostedVoiceMail $true
The phone number used has to be configured as a full E.164 phone number with country code.
NOTE
If the user’s phone number is managed on premises, use on-premises Skype for Business Management Shell or Control
Panel to configure the user's phone number.
Configure Voice Routing

Microsoft Phone System has a routing mechanism that allows a call to be sent to a specific SBC based on:
Called number pattern
Called number pattern + Specific User who makes the call
SBCs can be designated as active and backup. That means when the SBC that is configured as active for this
number pattern, or number pattern + specific user, is not available, then the calls will be routed to a backup SBC.
Call routing is made up of the following elements:
Voice Routing Policy – container for PSTN Usages; can be assigned to a user or to multiple users
PSTN Usages – container for Voice Routes and PSTN Usages; can be shared in different Voice Routing
Policies
Voice Routes – number pattern and set of Online PSTN Gateways to use for calls where calling number
matches the pattern
Online PSTN Gateway - pointer to an SBC, also stores the configuration that is applied when call is placed via
the SBC, such as forward P -Asserted-Identity (PAI) or Preferred Codecs; can be added to Voice Routes
Creating a voice routing policy with one PSTN Usage
The following diagram shows two examples of voice routing policies in call flow.
Call Flow 1 (on the left): If a user makes a call to +1 425 XXX XX XX or +1 206 XXX XX XX, the call is routed to
SBC sbc1.contoso.biz or sbc2.contoso.biz. If neither sbc1.contoso.biz nor sbc2.contoso.biz are available, the call is
dropped.
Call Flow 2 (on the right): If a user makes a call to +1 425 XXX XX XX or +1 206 XXX XX XX, the call is first
routed to SBC sbc1.contoso.biz or sbc2.contoso.biz. If neither SBC is available, the route with lower priority will
be tried (sbc3.contoso.biz and sbc4.contoso.biz). If none of the SBCs are available, the call is dropped.
In both examples, while the Voice Route is assigned priorities, the SBCs in the routes are tried in random order.
NOTE
Unless the user also has a Microsoft Calling Plan license, calls to any number except numbers matching the patterns +1
425 XXX XX XX or +1 206 XXX XX XX in the example configuration are dropped. If the user has a Calling Plan license, the
call is automatically routed according to the policies of the Microsoft Calling Plan.
The Microsoft Calling Plan applies automatically as the last route to all users with the Microsoft Calling Plan
license and does not require additional call routing configuration.
In the example shown in the following diagram, a voice route is added to send calls to all other US and Canadian
number (calls that go to called number pattern +1 XXX XXX XX XX).
For all other calls, if a user has both licenses (Microsoft Phone System and Microsoft Calling Plan), Automatic
Route is used. If nothing matches the number patterns in the administrator-created online voice routes, route via
Microsoft Calling Plan.
If the user has only Microsoft Phone System, the call is dropped because no matching rules are available.
NOTE
The Priority value for route "Other +1" doesn’t matter in this case, as there is only one route that matches the pattern +1
XXX XXX XX XX. If a user makes a call to +1 324 567 89 89 and both sbc5.contoso.biz and sbc6.contoso.biz are unavailable,
the call is dropped.
The following table summarizes the configuration using three voice routes. In this example, all three routes are
part of the same PSTN Usage "US and Canada".
PSTN USAGE VOICE ROUTE NUMBER PATTERN PRIORITY SBC DESCRIPTION
US only "Redmond 1" ^\+1(425|206) 1 sbc1.contoso.biz Active route for

(\d{7})$ sbc2.contoso.biz called numbers
+1 425 XXX XX
XX or +1 206
XXX XX XX
US only "Redmond 2" ^\+1(425|206) 2 sbc3.contoso.biz Backup route for

(\d{7})$ sbc4.contoso.biz called numbers
+1 425 XXX XX
XX or +1 206
XXX XX XX
US only "Other +1" ^\+1(\d{10})$ 3 sbc5.contoso.biz Route for called

sbc6.contoso.biz numbers +1 XXX
XXX XX XX
(except +1 425
XXX XX XX or +1
206 XXX XX XX)
All routes are associated with the PSTN Usage "US and Canada" and the PSTN Usage is associated with the
Voice Routing Policy "US Only." In this example, the voice routing policy is assigned to user Spencer Low.
Examples of call routes
In the following example, we demonstrate how to configure Routes, PSTN Usages, and Routing policies, and we
assign the policy to the user.
Step 1: Create the PSTN Usage "US and Canada".
In a Skype for Business Remote PowerShell session, type:
Set-CsOnlinePstnUsage -Identity Global -Usage @{Add="US and Canada"}
Validate that the usage was created by entering:
Get-CSOnlinePSTNUsage
Which returns a list of names that may be truncated:
Identity : Global
Usage : {testusage, US and Canada, International, karlUsage. . .}
In the example below, you can see the result of the running the PowerShell command
(Get-CSOnlinePSTNUsage).usage to display full names (not truncated).
testusage
US and Canada
International
karlUsage
New test env
Tallinn Lab Sonus
karlUsage2
Unrestricted
Two trunks
Step 2: In a PowerShell session in Skype for Business Online, create three routes: Redmond 1, Redmond 2, and
Other +1, as detailed in the previous table.
To create the "Redmond 1" route, enter:
New-CsOnlineVoiceRoute -Identity "Redmond 1" -NumberPattern "^\+1(425|206)

(\d{7})$" -OnlinePstnGatewayList sbc1.contoso.biz, sbc2.contoso.biz -Priority 1 -OnlinePstnUsages "US and
Canada"
Which returns:
Identity : Redmond 1
Priority : 1
Description :
NumberPattern : ^\+1(425|206) (\d{7})$
OnlinePstnUsages : {US and Canada}
OnlinePstnGatewayList : {sbc1.contoso.biz, sbc2.contoso.biz}
Name : Redmond 1
To create the Redmond 2 route, enter:
New-CsOnlineVoiceRoute -Identity "Redmond 2" -NumberPattern "^\+1(425|206)

(\d{7})$" -OnlinePstnGatewayList sbc3.contoso.biz, sbc4.contoso.biz -Priority 2 -OnlinePstnUsages "US and
Canada"
To create the Other +1 route, enter:
New-CsOnlineVoiceRoute -Identity "Other +1" -NumberPattern "^\+1(\d{10})$"

-OnlinePstnGatewayList sbc5.contoso.biz, sbc6.contoso.biz -OnlinePstnUsages "US and Canada"
Cau t i on
Make sure that your regular expression in the NumberPattern attribute is a valid expression. You can test it using
this website: https://www.regexpal.com
In some cases there is a need to route all calls to the same SBC; please use -NumberPattern ".*"
Route all calls to same SBC
Set-CsOnlineVoiceRoute -id "Redmond 1" -NumberPattern ".*"

-OnlinePstnGatewayList sbc1.contoso.biz
Validate that you’ve correctly configured the route by running the Get-CSOnlineVoiceRoute PowerShell command
using options as shown:
Get-CsOnlineVoiceRoute | Where-Object {($_.priority -eq 1) -or ($_.priority -eq 2) or ($_.priority -eq 4) -

Identity "Redmond 1" -NumberPattern "^\+1(425|206) (\d{7})$" -OnlinePstnGatewayList sbc1.contoso.biz,
sbc2.contoso.biz -Priority 1 -OnlinePstnUsages "US and Canada"
Which should return:

Priority : 1
Description :
NumberPattern : ^\+1(425|206) (\d{7})$
Name : Redmond 1
Priority : 2
Description :
NumberPattern : ^\+1(425|206) (\d{7})$
Name : Redmond 2
Identity : Other +1
Priority : 4
Description :
NumberPattern : ^\+1(\d{10})$
Name : Other +1
In the example, the route "Other +1" was automatically assigned priority 4.
Step 3: Create a Voice Routing Policy "US Only" and add to the policy the PSTN Usage "US and Canada."
In a PowerShell session in Skype for Business Online, type:
New-CsOnlineVoiceRoutingPolicy "US Only" -OnlinePstnUsages "US and Canada"
The result is shown in this example:
Identity : Tag:US only

Description :
RouteType : BYOT
Step 4: Grant to user Spencer Low a voice routing policy by using PowerShell.
In a PowerShell session in Skype for Business Online, type:
Grant-CsOnlineVoiceRoutingPolicy -Identity "Spencer Low" -PolicyName "US Only"
Validate the policy assignment by entering this command:
Get-CsOnlineUser "Spencer Low" | select OnlineVoiceRoutingPolicy
Which returns:
OnlineVoiceRoutingPolicy
---------------------
US Only
Creating a Voice Routing Policy with several PSTN Usages

The Voice Routing Policy created previously only allows calls to phone numbers in the US and Canada--unless
the Microsoft Calling Plan license is also assigned to the user.
In the example that follows, you can create the Voice Routing Policy "No Restrictions." The policy reuses the
PSTN Usage "US and Canada" created in the previous example, as well as the new PSTN Usage "International."
This routes all other calls to the SBCs sbc2.contoso.biz and sbc5.contoso.biz. The examples that are shown assign
the US Only policy to user "Spencer Low," and No Restrictions to the user "John Woods."
Spencer Low – Calls allowed only to US and Canadian numbers. When calling to the Redmond number range,
the specific set of SBC must be used. Non-US numbers will not be routed unless the Calling Plan license is
assigned to the user.
John Woods – Calls allowed to any number. When calling to the Redmond number range, the specific set of SBC
must be used. Non-US numbers will be routed via sbc2.contoso.biz and sbc5.contoso.biz.
For all other calls, if a user has both licenses (Microsoft Phone System and Microsoft Calling Plan), Automatic
Route is used. If nothing matches the number patterns in the administrator-created online voice routes, route via
Microsoft Calling Plan.
If the user has only Microsoft Phone System, the call is dropped because no matching rules are available.
The following table summarizes routing policy "No Restrictions" usage designations and voice routes.
US Only "Redmond 1" ^\+1(425|206) 1 sbc1.contoso.biz Active route for

(\d{7})$ sbc2.contoso.biz callee numbers
+1 425 XXX XX
XX or +1 206
XXX XX XX
US Only "Redmond 2" ^\+1(425|206) 2 sbc3.contoso.biz Backup route for

(\d{7})$ sbc4.contoso.biz callee numbers
+1 425 XXX XX
XX or +1 206
XXX XX XX
US Only "Other +1" ^\+1(\d{10})$ 3 sbc5.contoso.biz Route for callee

sbc6>.contoso.bi numbers +1 XXX
z XXX XX XX
(except +1 425
XXX XX XX or +1
206 XXX XX XX)
International International \d+ 4 sbc2.contoso.biz Route for any

sbc5.contoso.biz number pattern
NOTE
The order of PSTN Usages in Voice Routing Policies is critical. The usages are applied in order, and if a match is found in
the first usage, then other usages are never evaluated. The PSTN Usage "International" must be placed after the PSTN
Usage "US Only." To change the order of the PSTN Usages, run the Set-CSOnlineVoiceRoutingPolicy command.
For example, to change the order from "US and Canada" first and "International" second to the reverse order run:
Set-CsOnlineVoiceRoutingPolicy -id tag:"no Restrictions" -OnlinePstnUsages @{Replace="International",
"US and Canada"}
The priority for "Other +1" and "International" Voice routes are assigned automatically. They don’t matter as long as
they have lower priorities than "Redmond 1" and "Redmond 2."
Example of Voice Routing Policy for user John Woods

The steps to create PSTN Usage "International", voice route "International," Voice Routing Policy "No
Restrictions," and then assigning it to the user "John Woods" are as follows.
1. First, create the PSTN Usage "International." In a remote PowerShell session in Skype for Business Online,
enter:
Set-CsOnlinePstnUsage -Identity Global -Usage @{Add="International"}
2. Next, create the new voice route "International."
New-CsOnlineVoiceRoute -Identity "International" -NumberPattern ".*" -OnlinePstnGatewayList

sbc2.contoso.biz, sbc5.contoso.biz -OnlinePstnUsages "International"
Which returns:
Identity : International
Priority : 5
Description :
NumberPattern : .*
OnlinePstnUsages : {International}
Name : International
3. Next, create a Voice Routing Policy "No Restrictions". The PSTN Usage "Redmond 1" and "Redmond" are
reused in this voice routing policy to preserve special handling for calls to number "+1 425 XXX XX XX"
and "+1 206 XXX XX XX" as local or on-premises calls.
New-CsOnlineVoiceRoutingPolicy "No Restrictions" -OnlinePstnUsages "US and Canada", "International"
Take note of the order of PSTN Usages:
a. If a call made to number "+1 425 XXX XX XX" with the usages configured as in the following example, the
call follows the route set in "US and Canada" usage and the special routing logic is applied. That is, the
call is routed using sbc1.contoso.biz and sbc2.contoso.biz first, and then sbc3.contoso.biz and
sbc4.contoso.biz as the backup routes.
b. If "International" PSTN usage is before "US and Canada," calls to +1 425 XXX XX XX are routed to
sbc2.contoso.biz and sbc5.contoso.biz as part of the routing logic. Enter the command:
```New-CsOnlineVoiceRoutingPolicy "No Restrictions" -OnlinePstnUsages "US and Canada", "International"```
Which returns
Identity : International
OnlinePstnUsages : {US and Canada, International}
Description :
RouteType : BYOT
4. Assign the voice routing policy to the user "John Woods" using the following command.
Grant-CsOnlineVoiceRoutingPolicy -Identity "John Woods" -PolicyName "No Restrictions”
Then verify the assignment using the command:
Get-CsOnlineUser "John Woods" | Select OnlineVoiceRoutingPolicy
Which returns:
OnlineVoiceRoutingPolicy
------------------------
No Restrictions
The result is that the voice policy applied to John Woods’ calls is unrestricted, and will follow the logic of call
routing available for US, Canada, and International calling.
Set Microsoft Teams as the preferred calling client for users

Direct Routing only routes calls to and from users if they use the Teams client. If your organization only uses
Teams, setting "Teams Only" mode in upgrade policy is recommended. If you organization uses Skype for
Business Server or Skype for Business Online, see the following article for more information and select the
appropriate option: Understand coexistence and upgrade journey for Skype for Business and Teams.
See also
Plan Direct Routing
This article describes what is needed to migrate to Direct Routing from a Skype for Business Online and Microsoft
Teams configuration perspective. This article covers migrating from the following:
Office 365 Phone System with Calling Plans (for Teams and Skype for Business Online)
Office 365 Phone System with on-premises PSTN Connectivity in Skype for Business Server (for Skype for
Business Online)
Office 365 Phone System with on-premises PSTN Connectivity by using the Cloud Connector Edition (for
Skype for Business Online)
In addition to these configuration steps, configuration is also required on the Session Border Controller (SBC ) to
route the calls to the new route. That is outside the scope of this document. For more information, see your SBC
vendor documentation.
User provisioning end-state for various PSTN connectivity options

The following table shows the end-state for a user provisioned for the selected PSTN connectivity options with
Office 365 Phone System. Only attributes relevant for voice are shown.
PHONE SYSTEM WITH

ON-PREMISES PSTN PHONE SYSTEM WITH PHONE SYSTEM WITH
CONNECTIVITY VIA ON-PREMISES PSTN ON-PREMISES PSTN
USER OBJECT PHONE SYSTEM WITH SKYPE FOR BUSINESS CONNECTIVITY VIA CONNECTIVITY VIA
ATTRIBUTES CALLING PLANS SERVER CLOUD CONNECTOR DIRECT ROUTING
Client Skype for Business or Skype for Business Skype for Business Teams
Teams
Licenses Skype Business Skype Business Skype Business Skype Business Online
Online Online Plan 2 Online Plan 2 Plan 2
Plan 2 (MCOProfessional or (MCOProfessional or (MCOProfessional or
MCOSTANDARD) MCOSTANDARD) MCOSTANDARD
MCOProfessional or Phone System Phone System Phone System
MCOSTANDARD) (MCOEV) (MCOEV) (MCOEV)
Phone System Teams

(MCOEV)
Calling Plans
Teams
PHONE SYSTEM WITH
ON-PREMISES PSTN PHONE SYSTEM WITH PHONE SYSTEM WITH
CONNECTIVITY VIA ON-PREMISES PSTN ON-PREMISES PSTN
USER OBJECT PHONE SYSTEM WITH SKYPE FOR BUSINESS CONNECTIVITY VIA CONNECTIVITY VIA
ATTRIBUTES CALLING PLANS SERVER CLOUD CONNECTOR DIRECT ROUTING
OnPremLineURI N/A The phone number The phone number The phone number
must be synced from can be managed can be managed
the on-premises AD. either in on-premises either in on-premises
Active Directory or in Active Directory or in
Azure Active Azure Active
Directory. Directory. However, if
the organization has
on-premises Skype
for Business, the
number must be
synced from the on-
premises Active
Directory.
LineURI PSTN Calling phone Set automatically Set automatically Set automatically
number from the from the from the
OnPremLineURI OnPremLineURI OnPremLineURI
parameter parameter parameter
EnterpriseVoiceEnable True True True True

d
HostedVoiceMail True True True True
VoicePolicy BusinessVoice HybridVoice HybridVoice HybridVoice
HostedVoiceMailPolic BusinessVoice BusinessVoice BusinessVoice BusinessVoice

y
VoiceRoutingPolicy Has a value Has a value Has a value N/A
OnlineVoiceRoutingP $Null $Null $Null Has a value

olicy
TeamsUpgradePolicy1 TeamsOnly, SfBOnly $Null $Null TeamsOnly
TeamsCallingPolicy True N/A N/A True

AllowPrivateCalling
TeamsCallingPolicy True N/A N/A True

AllowGroupCalling
1Choosing the right mode of the TeamsUpgradePolicy depends on the scenario. Please read about the voice
experience in different modes in Migration and interoperability Guidance for organizations using Teams together
with Skype for Business.
As part of this effort, Microsoft recently updated the “Microsoft Teams admin center” (also known as Modern
Portal) to reflect the new management model based on coexistence modes. In Modern Portal, configuring
TeamsUpgradePolicy will now automatically also set TeamsInteropPolicy to consistent value, so
TeamsInteropPolicy is no longer exposed in the user interface. However, admins using PowerShell must still set
both TeamsUpgradePolicy and TeamsInteropPolicy together to ensure proper routing. After the transition to
TeamsUpgradePolicy is complete, it will no longer be necessary to also set TeamsInteropPolicy.
For more information, please refer to Migration and interoperability Guidance for organizations using Teams
together with Skype for Business.
Migrating from Calling Plans

For more information about migrating from Calling Plans, see:
Set-CsOnlineVoice User
Get-CsOnlineLisLocation
It is recommended that you remove previously configured licensing plan information as follows:
$companyname = “contoso”
$lic1 = $companyname + “:MCOPSTN1”
$lic2 = $companyname + “:MCOPSTN2”
Set-MsolUserLicense -UserPrincipalName <UPN> -RemoveLicenses $lic1
Set-MsolUserLicense -UserPrincipalName <UPN> -RemoveLicenses $lic2
Migrating from Office 365 Phone System with on-premises PSTN

connectivity in Skype for Business Server
For more information about migrating from Phone System with on-premises PSTN connectivity in Skype for
Business Server, see the following:
Planning
Deploying
It is recommended that you remove previously configured voice routing information as follows:
Grant-CsVoiceRoutingPolicy -PolicyName $NULL -Identity <UPN>
Migrating from Office 365 Phone System with on-premises PSTN

connectivity via Cloud Connector Edition
For more information about migrating from Phone System with on-premises PSTN connectivity via Cloud
Connector, see the following:
Planning
Deploying
User configuration
It is recommended that you remove previously configured voice routing information as follows:
Grant-CsVoiceRoutingPolicy -PolicyName $NULL -Identity <UPN>

Set-CsUserPstnSettings -Identity <UPN> -AllowInternationalCalls $false -HybridPSTNSite $null
RELATED LINKS
Grant-CsTeamsUpgradePolicy
Get-CsTeamsUpgradePolicy
New -CsTeamsUpgradePolicy
Remove-CsTeamsUpgradePolicy
Set-CsTeamsUpgradePolicy
Get-CsTeamsUpgradeConfiguration
Set-CsTeamsUpgradeConfiguration
This article describes how to monitor and troubleshoot your Direct Routing configuration.
The ability to make and receive calls by using Direct Routing involves the following components:
Session Border Controllers (SBCs)
Direct Routing components in the Microsoft Cloud
Telecom trunks
If you have difficulties troubleshooting issues, please open a support case with your SBC vendor or Microsoft.
Microsoft is working on providing more tools for troubleshooting and monitoring. Please check the
documentation periodically for updates.
Monitoring availability of Session Border Controllers using Session

Initiation Protocol (SIP) options messages
Direct Routing uses SIP options sent by the Session Border Controllers to monitor SBC health. There are no
actions required from the tenant administrator to enable the SIP options monitoring. The collected information is
taken into consideration when routing decisions are made.
For example, if, for a specific user, there are several SBCs available to route a call, Direct Routing considers the SIP
options information received from each SBC to determine routing.
The following diagram shows an example of the configuration:
When a user makes a call to number +1 425 <any seven digits>, Direct Routing evaluates the route. There are two
SBCs in the route: sbc1.contoso.com and sbc2.contoso.com. Both SBCs have equal priority in the route. Before
picking an SBC, the routing mechanism evaluates the health of the SBCs based on when the SBC sent the SIP
options last time.
An SBC is considered healthy if statistics at the moment of sending the call shows that the SBC sends Options
every minute.
When a call is made, the following logic applies:
The SBC was paired at 11.00 AM.
The SBC sends options at 11.01 AM, 11.02 AM, and so on.
At 11.15, a user makes a call and the routing mechanism selects this SBC.
Direct Routing takes the regular interval options three times (the regular interval is one minute). If options were
send during the last three minutes, the SBC is considered healthy.
If the SBC in the example sent options at any period between 11.12 AM and 11.15 AM (the time the call was
made), it is considered healthy. If not, the SBC will be demoted from the route.
Demotion means that the SBC will not be tried first. For example, we have sbc1.contoso.com and
sbc2.contoso.com with equal priority.
If sbc1.contoso.com does not send SIP options on a regular interval as described above, it is demoted. Next,
sbc2.contoso.com tries for the call. If sbc2.contoso.con cannot deliver the call, the sbc1.contoso.com (demoted) is
tried again before a failure is generated.
If two (or more) SBCs in one route concidered healthy and equal, Fisher-Yates shuffle applied to distrubute the
calls between the SBCs.
Monitor Call Quality Analytics dashboard and SBC logs

In some cases, especially during the initial pairing, there might be issues related to misconfiguration of the SBCs
and/or the Direct Routing service.
You can use the following tools to monitor your configuration:
Call Quality Dashboard
SBC logs
The Direct Routing service has very descriptive error codes reported to either Call Analytics or the SBC logs.
The Call Quality Dashboard provides information about call quality and reliability. To learn more about how to
troubleshoot issues using Call Analytics, see Turning on and using Call Quality Dashboard for Microsoft Teams
and Skype for Business Online and Use Call Analytics to troubleshoot poor call quality.
In case of call failures, Call Analytics provides standard SIP codes to help you with troubleshooting.
However, Call Analytics can only help when calls reach the internal components of Direct Routing and fail. In case
of issues with SBC pairing or issues where SIP “Invite” was rejected (for example, the name of the trunk FQDN is
misconfigured), Call Analytics will not help. In this case, please refer to the SBC logs. Direct Routing sends a
detailed description of issues to the SBCs; these issues can be read from the SBC logs.
Health Dashboard for Direct Routing
Health Dashboard for Direct Routing lets you monitor the connection between your Session Border Controller
(SBC ) and the Direct Routing interface. With Health Dashboard, you can monitor information about your SBC, the
telephony service, and the network parameters between your SBC and the Direct Routing interface. This
information can help you identify issues, including the reason for dropped calls. For example, the SBC might stop
sending calls if a certificate on the SBC has expired or if there are network issues.
Health Dashboard monitors two levels of information:
Overall health of the connected SBCs
Detailed information about the connected SBCs
You can view Health Dashboard in the Microsoft Teams and Skype for Business Admin Center.
Overall health
Health Dashboard provides the following information related to overall health of the connected SBCs:
Direct Routing summary - Shows the total number of SBCs registered in the system. Registration means
that the tenant administrator added an SBC by using the New -CsOnlinePSTNGateway command. If the
SBC was added in PowerShell, but never connected, the Health Dashboard shows it in an unhealthy status.
SBC - The FQDN of the paired SBC.
Network Effectiveness Ratio (NER) - The NER measures the ability of a network to deliver calls by
measuring the number of calls sent versus the number of calls delivered to a recipient.
The NER measures the ability of networks to deliver calls to the far-end terminal--excluding user actions
resulting in call rejections. If the recipient rejected a call or sent the call to voicemail, the call is counted as a
successful delivery. This means that an answer message, a busy signal, or a ring with no answer are all
considered successful calls.
For example, assume Direct Routing sent a call to the SBC and the SBC returns SIP code “504 Server Time-
out - The server attempted to access another server in attempting to process the request and did not receive
a prompt response”. This response indicates there is an issue on the SBC side, and this will decrease the
NER on the Health Dashboard for this SBC.
Because the action you take might depend on the number of calls affected, Health Dashboard shows how
many calls were analyzed to calculate a parameter. If the number of calls is less than 100, the NER might be
quite low, but still be normal.
The formula used to calcuate NER is:
NER = Answered calls + User Busy + Ring no Answer + Terminal Reject Seizures x 100
Average call duration - Information about average call duration can help you monitor the quality of calls.
The average duration of a 1:1 PSTN call is four to five minutes. However, for each company, this average can
differ. Microsoft recommends establishing a baseline for the average call duration for your company. If this
parameter goes significantly below the baseline, it might indicate that your users are having issues with call
quality or reliability and are hanging up earlier than usual. If you start seeing extremely low average call
duration, for example 15 seconds, callers might be hanging up because your service is not performing
reliably.
Because the action you take might depend on the number of calls affected, Health Dashboard shows how
many calls were analyzed to calculate a parameter.
TLS connectivity status - TLS (Transport Layer Security) connectivity shows the status of the TLS
connections between Direct Routing and the SBC. Health Dashboard also analyzes the certificate expiration
date and warns if a certificate is set to expire within 30 days so that administrators can renew the certificate
before service is disrupted.
By clicking the Warning message, you can see a detailed issue description in a popup window on the right
and recommendations for how to fix the issue.
SIP options status – By default, the SBC sends options messages every minute. This configuration can
vary for different SBC vendors. Direct Routing warns if the SIP options are not sent or are not configured.
For more information about SIP options monitoring, and conditions when an SBC can be marked as not
functional, see Monitor and troubleshoot Direct Routing.
Detailed SIP options status - In addition to showing that there is an issue with SIP options flow, the
Health Dashboard also provides detailed descriptions of the errors. You can access the description by
clicking the “Warning” message. A pop-up window on the right will show the detailed error description.
Possible values for SIP options status messages are as follows:
Active – The SBC is active--Microsoft Direct Routing service sees the options flowing on a regular
interval.
Warning, no SIP options - The Session Border Controller exists in the database (your administrator
created it using the command New -CsOnlinePSTNGateway). It is configured to send SIP options, but
the Direct Routing service never saw the SIP options coming back from this SBC.
Warning, SIP Messages aren't configured - Trunk monitoring using SIP options isn’t turned on.
Microsoft Calling System uses SIP options and Transport Layer Security (TLS ) handshake monitoring
to detect the health of the connected Session Border Controllers (SBCs) at the application level. You’ll
have problems if this trunk can be reached at the network level (by ping), but the certificate has
expired or the SIP stack doesn’t work. To help identify such problems early, Microsoft recommends
enabling sending SIP options. Check your SBC manufacturer documentation to configure sending
SIP options.
Concurrent calls capacity - You can specify the limit of concurrent calls that an SBC can handle by using
the New - or Set-CsOnlinePSTNGateway command with the -MaxConcurrentSessions parameter. This
parameter calculates how many calls were sent or received by Direct Routing using a specific SBC and
compares it with the limit set. Note: If the SBC also handles calls to different PBXs, this number will not
show the actual concurrent calls.
Detailed information for each SBC

You can also view the detailed information for a specific SBC as shown in the following screenshot:
The detailed view shows the following additional parameters:

TLS Connectivity status – this is the same metric as on the “Overall Health” page;
TLS Connectivity last status – shows time when the SBC made a TLS connection to the Direct Routing
service;
SIP options status – the same metric as on the “Overall Health” page.
SIP options last checked – time when the SIP options were received last time.
SBC status – overall status of the SBC, based on all monitored parameters.
Concurrent call- shows how many concurrent calls the SBC handled. This information is useful to predict
the number of concurrent channels you need and see the trend. You can slide the data by number of days
and call direction (inbound/outbound/All streams).
Network parameters - All network parameters are measured from the Direct Routing interface to the
Session Border Controller. For information about the recommended values, see Prepare your organization's
network for Microsoft Teams, and look at the Customer Edge to Microsoft Edge recommended values.
Jitter – Is the millisecond measure of variation in network propagation delay time computed between
two endpoints using RTCP (The RTP Control Protocol).
Packet Loss – Is a measure of packet that failed to arrive; it is computed between two endpoints.
Latancy - (Also known as round trip time) is the length of time it takes for a signal to be sent plus the
length of time it takes for the acknowledgement of that signal to be received. This time delay consists
of the propagation times between the two points of a signal.
You can slide the data by number of days and call direction (inbound/outbound/All streams).
Network Effectiveness ratio - This is the same parameter that appears on the Overall Health dashboard, but
with the option to slice the data by time series or call direction.
User accounts in a hybrid environment with PSTN
connectivity
About the environment

This article applies to environments in which you have all of the following:
Skype for Business Server or Lync Server 2013
An Office 365 tenant
Hybrid connectivity configured between the Skype for Business Server and Skype for Business Online or
Microsoft Teams tenant
Users who are enabled to make and receive Public Switched Telephone Network (PSTN ) calls to and from the
client
If you have a different environment (such as Skype for Business Cloud Connector Edition), hybrid is not
configured, or your users are not enabled for PSTN calls, the supportability matrix will be different.
About the combinations and the supportability statement

A Skype for Business hybrid environment with PSTNconnectivity provides flexibility regarding where user
services are provided and how user accounts are provisioned and managed. But the abundance of options might
create some unsupported combinations. This section explains different combinations of user creation, followed by
a supportability statement.
Definitions:
Enterprise Voice: Option to provide access to PSTN for users with on-premises Skype for Business user
account. On-premises Skype for Business Mediation server provides interconnectivity to PSTN.
Hybrid Voice Connectivity: Option to provide access to PSTN for users with Skype for Business Online
account. On-premises Skype for Business Mediation server provides interconnectivity to PSTN.
Direct routing: Option to provide access to PSTN for users with online Skype for Business account, Microsoft
Teams license, using Microsoft Teams client. The SBC is connected to the SIP Proxy in Office 365 without need
for any on-premises software from Microsoft.
The environment supports the following combinations:
Scenario 1: User account in Skype for Business on-premises and will use the Skype for Business client with
Enterprise Voice
Scenario 2: User account in Skype for business online and will use the Skype for Business client with Hybrid
Voice Connectivity
Scenario 3: User account in Skype for Business online with Microsoft Teams license and will use Teams client
Supportability matrix
USER’S SKYPE FOR
USER OBJECT CREATED BUSINESS SERVICE
IN PROVIDER USER’S CLIENT VOICE OPTION SUPPORTED
On premises AD On premises Skype for Business Enterprise Voice Yes

USER’S SKYPE FOR
USER OBJECT CREATED BUSINESS SERVICE
IN PROVIDER USER’S CLIENT VOICE OPTION SUPPORTED
On premises AD Online Skype for Business Hybrid Voice Yes

Connectivity
On premises AD Online Microsoft Teams Direct Routing Yes
Unsupported
combinations
Azure AD On premises/online Skype for Enterprise No, user object MUST

Business/Microsoft Voice/Hybrid Voice be created in on-
Teams Connectivity/Direct premises AD first
Routing
On premises AD On premises Microsoft Teams Enterprise No, Microsoft Teams

Voice/Hybrid Voice client is not
Connectivity/Direct supported with on-
Routing premises Skype for
Business
On premises AD Online Skype for Business Direct Routing No, Direct Routing is
not supported with
Skype for Business
client, and user must
be enabled for
Enterprise Voice in
Skype for Business
first
Supportability statement for the hybrid environment with PSTN

For all users, the user object must be created in the on-premises AD and synchronized to the Azure AD using the
Azure AD Connect tool. Enabling users for Teams/Skype for Business is not supported if the user object is
created directly in the Azure AD in a hybrid configuration. For new users, such as a new hire, who will be enabled
directly for Teams, the user must be enabled for Skype for Business using on premises Skype for Business
management tools. Creating users in online Skype for Business or Teamswithout first enabling them in on-
premises pool with Enterprise Voice is not supported. For more information on this, look into Plan Phone
System in Office 365 with on-premises PSTN connectivity in Skype for Business Server.
Configure a Session Border Controller for multiple
tenants
Direct Routing supports configuring one Session Border Controller (SBC ) to serve multiple tenants.
NOTE
This scenario is designed for Microsoft partners and/or PSTN carriers, referred to as carriers later in this document. A carrier
sells telephony services delivered to Microsoft Teams to their customers.
A carrier:
Deploys and manages an SBC in their datacenter (customers do not need to implement an SBC, and they
receive telephony services from the carrier in the Teams client).
Interconnects the SBC to multiple tenants.
Provides PSTN services to customers.
Manages call quality end to end.
Charges separately for PSTN services.
Microsoft does not manage carriers. Microsoft offers a PBX (Microsoft Phone System) and a Teams client, certifies
phones, and certifies SBCs that can be used with the Microsoft Phone System. Before choosing a carrier, please
ensure that your choice has a certified SBC and can manage voice quality end to end.
The following are the technical implementation steps to configure the scenario.
Carrier only:
1. Deploy the SBC and configure it for the hosting scenario according to the instructions from the certified SBC
vendors.
2. Register a base domain name in the carrier tenant and request a wildcard certificate.
3. Register a subdomain for every customer, which is part of the base domain.
Carrier with a Customer Global Administrator:
1. Add the subdomain name to the customer tenant.
2. Activate the subdomain name.
3. Configure the trunk from the carrier to the customer tenant and provision users.
Please make sure you understand DNS basics and how the domain name is managed in Office 365. Review Get
help with Office 365 domains before proceeding further.
Deploy and configure the SBC

For the detailed steps on how to deploy and configure SBCs for an SBC hosting scenario, please refer to the SBC
vendor's documentation.
AudioCodes: Direct Routing Configuration notes, the configuration of the SBC hosting scenario described in
“Connecting AudioCodes SBC to Microsoft Teams Direct Routing Hosting Model Configuration Note.”
Oracle: Direct Routing Configuration notes, the configuration of the SBC hosting scenario is described in the
"Microsoft" section.
Ribbon Communications: Please refer to the Ribbon Communications SBC Core Microsoft Teams
Configuration Guide for documentation on how to configure Ribbon Core Series SBCs and to this page
Ribbon Best Practice - Configuring Carriers for Microsoft Teams Direct Routing SBC Edge
TE -Systems (anynode): Please register on the TE -Systems Community page for documentation and
examples on how to configure anynode SBC for multiple tenants.
NOTE
Please pay attention to how to configure the “Contact” header. The Contact header is used to find the customer tenant on
the incoming invite message.
Register a base domain and subdomains

For the hosting scenario, you need to create:
One base domain name owned by the carrier.
A subdomain that is part of the base domain name in every customer tenant.
In the following example:
Adatum is a carrier that serves several customers by providing Internet and telephony services.
Woodgrove Bank, Contoso, and Adventure Works are three customers that have Office 365 domains but
receive the telephony services from Adatum.
Subdomains MUST match the FQDN name of the trunk that will be configured for the customer and the FQDN
in the Contact header when sending the Invite to Office 365.
When a call arrives at the Office 365 Direct Routing interface, the interface uses the Contact header to find the
tenant where the user should be looked up. Direct Routing does not use phone number lookup on the Invite, as
some customers might have non-DID numbers that can overlap in several tenants. Therefore, the FQDN name in
the Contact header is required to identify the exact tenant to look up the user by the phone number.
Please review Get help with Office 365 domains for more information about creating domain names in Office
365 tenants.
The following diagram summarizes the requirements to base domain, subdomains, and Contact header.
The SBC requires a certificate to authenticate the connections. For the SBC hosting scenario, the carrier needs to
request a certificate with SAN *.base_domain (for example, *.customers.adatum.biz). This certificate can be used
to authenticate connections to multiple tenants served from a single SBC.
The following table is an example of one configuration.
FQDN NAME THAT

SBC MUST
PRESENT IN THE
TENANT DEFAULT CONTACT HEADER
NEW DOMAIN CERTIFICATE SAN DOMAIN IN THE WHEN SENDING
NAME TYPE REGISTERED FOR SBC EXAMPLE CALLS TO USERS
customers.adatu Base In carrier tenant *.customers.adat adatum.biz NA, this is a

m.biz um.biz service tenant,
no users
sbc1.customers.a Subdomain In a customer *.customers.adat woodgrovebank. sbc1.customers.a

datum.biz tenant um.biz us datum.biz
sbc2.customers.a Subdomain In a customer *.customers.adat contoso.com sbc2.customers.a

datum.biz tenant um.biz datum.biz
sbc3.customers.a Subdomain In a customer *.customers.adat adventureworks.c sbc3.customers.a

datum.biz tenant um.biz om datum.biz
To configure the base and subdomains, please follow the steps described below. In the example, we will configure
a base domain name (customers.adatum.biz) and a subdomain for one customer (sbc1.customers.adatum.biz in
Woodgrove Bank tenant).
NOTE
Use sbcX.customers.adatum.biz to enable voice in the carrier tenant.
Register a base domain name in the carrier tenant

These actions are performed in the carrier tenant.
Ensure that you have appropriate rights in the carrier tenant
You can only add new domains if you signed in to the Microsoft 365 admin center as a Global Administrator.
To validate the role you have, please sign in to the Microsoft 365 admin center (https://portal.office.com), go to
Users > Active Users, and then verify that you have a Global Administrator role.
For more information about admin roles and how to assign a role in Office 365, see About Office 365 admin roles.
Add a base domain to the tenant and verify it
1. In the Microsoft 365 admin center, go to Setup > Domains > Add domain.
2. In the Enter a domain you own box, type the FQDN of the base domain. In the following example, the
base domain is customers.adatum.biz.
3. Click Next.
4. In the example, the tenant already has adatum.biz as a verified domain name. The wizard will not ask for
additional verification because customers.adatum.biz is a subdomain for the already registered name.
However, if you add an FQDN that has not been verified before, you will need to go through the process of
verification. The process of verification is described below.
5. Click Next, and on the Update DNS Settings page, select I’ll add the DNS records myself and click
Next.
6. On the next page, clear all values (unless you want to use the domain name for Exchange, SharePoint, or
Teams/Skype for Business), click Next, and then click Finish. Make sure your new domain is in the Setup
complete status.
Activate the domain name

After you have registered a domain name, you need to activate it by adding at least one E1, E3, or E5 licensed user
and assigning a SIP address with the FQDN portion of the SIP address matching the created base domain.
Please review Get help with Office 365 domains for more information about adding users in Office 365 tenants.
For example: test@customers.adatum.biz
Register a subdomain name in a customer tenant
You will need to create a unique subdomain name for every customer. In this example, we will create a subdomain
sbc1.customers.adatum.biz in a tenant with the default domain name woodgrovebank.us.
All actions below are in the customer tenant.
Ensure that you have appropriate rights in the customer tenant
You can only add new domains if you signed in to the Microsoft 365 admin center as a Global Administrator.
To validate the role you have, please sign in to the Microsoft 365 admin center (https://portal.office.com), go to
Users > Active Users, and then verify that you have a Global Administrator role.
For more information about admin roles and how to assign a role in Office 365, see About Office 365 admin roles.
Add a subdomain to the customer tenant and verify it
1. In the Microsoft 365 admin center, go to Setup > Domains > Add domain.
2. In the Enter a domain you own box, type the FQDN of the subdomain for this tenant. In the example
below, the subdomain is sbc1.customers.adatum.biz.
3. Click Next.
4. The FQDN has never been registered in the tenant. In the next step, you will need to verify the domain.
Select Add a TXT record instead.
5. Click Next, and note the TXT value generated to verify the domain name.
6. Create the TXT record with the value from the previous step in carrier’s DNS hosting provider.
For more information, refer to Create DNS records at any DNS hosting provider for Office 365.
7. Go back to the customer's Microsoft 365 admin center and click Verify.
8. On the next page, select I’ll add the DNS records myself and click Next.
9. On the Choose your online services page, clear all options and click Next.
10. Click Finish on the Update DNS settings page.

11. Ensure that the status is Setup complete.
Activate the subdomain name

After you register a domain name, you need to activate it by adding at least one user and assign a SIP address
with the FQDN portion of the SIP address matching the created subdomain in the customer tenant.
Please review Get help with Office 365 domains for more information about adding users in Office 365 tenants.
For example: test@sbc1.customers.adatum.biz
Create a trunk and provision users
With the initial release of Direct Routing, Microsoft required a trunk to be added to each served tenant (customer
tenant) using New -CSOnlinePSTNGateway.
However, this has not proved optimal for two reasons:
Overhead management. Offloading or draining an SBC, for example, changes some parameters, like
enabling or disabling media bypass. Changing the port requires changing parameters in multiple tenants
(by running Set-CSOnlinePSTNGateway), but it is in fact the same SBC.
Overhead processing. Gathering and monitoring trunk health data - SIP options collected from multiple
logical trunks that are, in reality, the same SBC and the same physical trunk, slows down processing of the
routing data.
Based on this feedback, Microsoft is bringing in a new logic to provision the trunks for the customer tenants.
Two new entities were introduced:
A carrier trunk registered in the carrier tenant using the command New -CSOnlinePSTNGateway, for
example New -CSOnlinePSTNGateway -FQDN customers.adatum.biz -SIPSignallingport 5068 -
ForwardPAI $true.
A derived trunk, that does not require registration. It is simply a desired host name added in from of the
carrier trunk. It derives all of its configuration parameters from the carrier trunk. The derived trunk doesn't
need to be created in PowerShell, and the association with the carrier trunk is based on the FQDN name
(see details below ).
Provisioning logic and example

Carriers only need to set up and manage a single trunk (carrier trunk in the carrier domain), using the Set-
CSOnlinePSTNGateway command. In the example above it is adatum.biz;
In the customer tenant, the carrier need only to add the derived trunk FQDN to the voice routing policies of
the users. There is no need to run New -CSOnlinePSTNGateway for a trunk.
The derived trunk, as the name suggests, inherits or derives all the configuration parameters from the
carrier trunk. Examples:
Customers.adatum.biz – the carrier trunk which needs to be created in the carrier tenant.
Sbc1.customers.adatum.biz – the derived trunk in a customer tenant that does not need to be created in
PowerShell. You can simply add the name of the derived trunk in the customer tenant in the online voice
routing policy without creating it.
Any changes made on a carrier trunk (on carrier tenant) is automatically applied to derived trunks. For
example, carriers can change an SIP port on the carrier trunk, and this change applies to all derived trunks.
New logic to configure the trunks simplifies the management as you don’t need to go to every tenant and
change the parameter on every trunk.
The options are sent only to the carrier trunk FQDN. The health status of the carrier trunk is applied to all
derived trunks and is used for routing decisions. Find out more about Direct Routing options.
The carrier can drain the carrier trunk, and all derived trunks will be drained as well.
Migration from the previous model to the carrier trunk
For migration from the current implementation of the carrier hosted model to the new model, the carriers will
need to reconfigure the trunks for customer tenants. Remove the trunks from the customer tenants using
Remove-CSOnlinePSTNGateway (leaving the trunk in the carrier tenant)-
We highly encourage migrating to the new solution as soon as possible as we will be enhancing monitoring and
provisioning using the carrier and derived trunk model.
Please refer to the SBC vendor instructions on configuring sending the FQDN name of subdomains in the
Contact header.
List of Session Border Controllers certified for Direct
Routing
Microsoft partners with selected Session Border Controllers (SBC ) vendors to certify that their SBCs work with
Direct Routing.
With each vendor, Microsoft:
Jointly works with the SBC vendors on the SIP interconnection protocols.
Performs intense tests via a third-party lab; only devices that passed the tests are certified.
Runs daily tests with all certified devices in production and pre-production environments. Validating the
devices in pre-production environments guarantees that new versions of Direct Routing code in the cloud
will work with certified SBCs.
Has a joint support process with the SBC vendors.
NOTE
Microsoft only supports Phone System if a certified device or devices are connected via Direct Routing. Microsoft
reserves the right to reject support cases where a non-certified device is connected to the Phone System via Direct
Routing.
The table below lists devices certified for Direct Routing.

Learn more about Direct Routing. If you have any questions about SBC certification program for Direct Routing
please email to drsbccertification@microsoft.com
VENDOR PRODUCT NON-MEDIA BYPASS MEDIA BYPASS SOFTWARE VERSION
Audiocodes Mediant 500 SBC ✔ ✔ 7.20A.250
Mediant 800 SBC ✔ ✔ 7.20A.250
Mediant 2600 SBC ✔ ✔ 7.20A.250
Mediant 4000 SBC ✔ ✔ 7.20A.250
Mediant 1000B SBC ✔ Pending 7.20A.250
Mediant 9000 SBC ✔ ✔ 7.20A.250
Virtual Edition SBC ✔ ✔ 7.20A.250
Ribbon SBC 5110 ✔ ✔ V6.2

Communications
SBC 5210 ✔ ✔ V6.2

VENDOR PRODUCT NON-MEDIA BYPASS MEDIA BYPASS SOFTWARE VERSION
SBC 5400 ✔ ✔ V6.2
SBC 7000 ✔ ✔ V6.2
SBC SWe ✔ ✔ V6.2
SBC 1000 ✔ ✔ v8.0.1
SBC 2000 ✔ ✔ v8.0.1
SBC SWe Lite ✔ ✔ v8.0.1
Thinktel Think 365 SBC ✔ Pending V1.4
Oracle AP 1100 ✔ ✔ 8.3.0.0.1
AP 3900 ✔ ✔ 8.3.0.0.1
AP 4600 ✔ ✔ 8.3.0.0.1
AP 6300 ✔ ✔ 8.3.0.0.1
AP 6350 ✔ ✔ 8.3.0.0.1
VME ✔ ✔ 8.3.0.0.1
TE-SYSTEMS anynode ✔ ✔ v3.16.2
To give us product feedback about Teams, such as ideas for new features, please visit Uservoice Note the
certification granted to a major version. That means that firmware with any number in the SBC firmware
following the major version is supported.
Here are some terms and concepts that are used throughout the Location-Based Routing documentation. It's a
good idea to be familiar with these terms and concepts before you get deeper into the documentation.
TERM DESCRIPTION
Network regions A network region contains a collection of network sites. For

example, if your organization has many sites located in India,
you may choose to designate “India” as a network region.
Network sites A network site represents a location where your organization

has a physical venue, such as an office, a set of buildings, or a
campus. Network sites are defined as a collection of IP
subnets. A best practice for Location-Based Routing is to
create a separate site for each location that has unique PSTN
connectivity. Each network site must be associated with a
network region. You can create a site that's enabled for
Location-Based Routing or a site that's not enabled for
Location-Based Routing. For example, you may want to create
a site that's not enabled for Location-Based Routing to allow
users who are enabled for Location-Based Routing to make
PSTN calls when they roam to that site. Note that network
sites may also be used to enable and configure emergency
calling.
Network subnets IP subnets at the location where Teams endpoints can connect
to the network must be defined and associated to a defined
network to enforce toll bypass. Multiple subnets may be
associated with the same network site, but multiple sites may
not be associated with a same subnet. This association of
subnets enables Location-Based Routing to locate the
endpoints geographically to determine whether a given PSTN
call should be allowed. Both IPv6 and IPv4 subnets are
supported. When determining whether a Teams endpoint is
located at a site, Location-Based Routing first checks for a
matching IPv6 address. If an IPv6 address isn't present,
Location-Based Routing checks for an IPv4 address.
Trusted external IP addresses Trusted external IP addresses are the Internet external IP
addresses of the enterprise network. They determine whether
the user’s endpoint is inside the corporate network before
checking for a specific site match. If the user’s external IP
matches an IP address that's defined in the trusted list,
Location-Based Routing checks to determine the internal
subnet where the user’s endpoint is located. If the user’s
external IP address doesn’t match any IP address that's
defined in the trusted list, the endpoint is classified as being at
an unknown location and any PSTN calls to or from a user
who is enabled for Location-Based Routing are blocked.
Related topics
Overview of Location-Based Routing

In some countries and regions, it's illegal to bypass the Public Switched Telephone Network (PSTN ) provider to
decrease long-distance calling costs. This article describes how to use Location-Based Routing to restrict toll
bypass for Microsoft Teams users based on their geographic location. This article applies only to Phone System
Direct Routing.
Here you'll get an overview of Location-Based Routing and guidance to help you plan for it. When you're ready to
apply and enable Location-Based Routing, see:
Deploy network settings for Location-Based Routing
Location-Based Routing is a feature that lets you restrict toll bypass based on policy and the user's geographic
location at the time of an inbound or outbound PSTN call.
When a Teams user is enabled for Location-Based Routing, the following applies:
To make an outbound PSTN call, one of the following must be true:
The user's endpoint is located in a network site that's enabled for Location-Based Routing and calls
egress through the corresponding gateway that's enabled for Location-Based Routing.
The user's endpoint is located in a network site that's not enabled for Location-Based Routing and calls
egress through a gateway that's not enabled for Location-Based Routing.
Outbound calls aren't allowed in any other scenario.
To receive an inbound PSTN call, the user's answering endpoint must be located in the same network site
where the call ingresses through the gateway that's enabled for Location-Based Routing. In any other
scenario, such as if the user is roaming, the call isn't allowed and is routed to the user's call forwarding
settings (typically voicemail).
To transfer a PSTN call to another Teams user, the target user's endpoint must be located in the same
network site as the user who initiates the transfer. Transfers aren't allowed in any other scenario.
To transfer another Teams user to the PSTN, the call must be transferred through a Location-Based Routing
enabled gateway located at the same network site as the initial caller. Transfers aren't allowed in any other
scenario.
Location-Based Routing uses the same network region, site, and subnet definitions that Skype for Business Server
uses. When toll bypass is restricted for a location, an admin associates each IP subnet and each PSTN gateway for
that location to a network site. A user’s location is determined by the IP subnet that the user’s Teams endpoints
are connected to at the time of a PSTN call. A user may have multiple Teams clients located at different sites, in
which case Location-Based Routing enforces each client’s routing separately depending on the location of its
endpoint.
To get familiar with some of the network terminology used in this article, see Location-Based Routing
terminology.
Apply Location-Based Routing
You must apply Location-Based Routing to users, network sites, and PSTN gateways.
Apply Location-Based Routing at the user location
As mentioned earlier, Location-Based Routing only applies to users who are set up for Direct Routing. Location-
Based Routing doesn't apply to users who are set up for Calling Plan. Users must be enabled for Location-Based
Routing if they are under toll bypass restriction, which controls the conditions in which they can make and receive
PSTN calls and the PSTN gateway that can be used. When a user who is enabled for Location-Based Routing is
located at a site that's enabled for Location-Based Routing, the user must make calls through a Location-Based
Routing enabled gateway connected to the site.
Location-Based Routing works by determining the user’s current location based on the IP address of the user’s
Teams endpoint and applies the rules accordingly. The location of a user who is enabled for Location-Based
Routing can be categorized in the following ways:
The user is located at the same Location-Based Routing enabled site associated to the PSTN
gateway where their DID is assigned.
In this scenario, the user is located in a known network site that's enabled for Location-Based Routing and the
user's Direct Inward Dial (DID ) number terminates on a PSTN gateway that's in the same network site. For
example, the user is at their office.
The user is located at a different Location-Based Routing enabled site not associated to PSTN
gateway where their DID is assigned.
In this scenario, the user is located in a known network site that’s enabled for Location-Based Routing, and that
site isn't associated with the PSTN gateway where the user’s DID number is assigned. For example, the user
travels to another office.
The user is located at an internal site that's not enabled for Location-Based Routing.
In this scenario, the user is located in a known internal network site that's not enabled for Location-Based
Routing.
The user is located at an unknown site.
The user is located within the internal network that's not defined as a network site.
The user is located outside the internal network. For example, the user is on the Internet at home or in a
coffee shop.
Apply Location-Based Routing at the network site
Network sites must be enabled for Location-Based Routing to help determine which gateways to route Location-
Based Routing enabled users when roaming. If a user who is enabled for Location-Based Routing roams to an site
that's enabled for Location-Based Routing, only the PSTN gateway that's enabled for Location-Based Routing at
that site can be used for outbound calls. If a user who is enabled for Location-Based Routing roams to a site that's
not enabled for Location-Based Routing, any gateway that's not enabled for Location-Based Routing can be used
for outbound calls.
Apply Location-Based Routing at the PSTN gateway
Gateways are associated to sites to determine where a user who is enabled for Location-Based Routing can be
located when they make or receive a PSTN call. Gateways must be enabled for Location-Based Routing to ensure
that it's under toll bypass restrictions and can’t be used by users who aren't enabled for Location-Based Routing.
The same gateway may be associated to multiple sites and it can be configured to be enabled for Location-Based
Routing or not enabled for Location-Based Routing, depending on the site.
Scenarios for Location-Based Routing

This section describes different scenarios for restricting toll bypass by using Location-Based Routing and
compares how calls are routed for users who aren't enabled for Location-Based Routing with users who are
enabled for Location-Based Routing.
Teams user places an outbound call to the PSTN
Teams user receives an inbound call from the PSTN
Teams user transfers or forwards call to another Teams user
Teams user transfers or forwards call to PSTN endpoint
Simultaneous ringing
Delegation
The following diagram shows the restrictions enabled by Location-Based Routing in each scenario. Users, network
sites, and gateways that are enabled for Location-Based Routing have a border around them. Use the diagram as a
guide to help you understand how Location-Based Routing works in each scenario.
Teams user places an outbound call to the PSTN

User not enabled for Location-Based Routing
A user who isn't enabled for Location-Based Routing can make outbound calls using any gateway at any site that’s
not enabled for Location-Based Routing through their assigned voice routing policy. However, if a gateway is
enabled for Location-Based Routing, the user can't make outbound calls through the gateway even if it’s assigned
to their voice routing policy. If the user roams to a site that's enabled for Location-Based Routing, they can only
make calls through their normal routing gateways that aren't enabled for Location-Based Routing.
User enabled for Location-Based Routing
In comparison, the routing of outbound calls for users who are enabled for Location-Based Routing is affected by
the network location of the user’s endpoint. The following table shows how Location-Based Routing affects the
routing of outbound calls of User1, depending on the location of User1.
USER1 ENDPOINT LOCATION ROUTING OF OUTBOUND CALLS FOR USER1
Same site where user's DID is assigned, site enabled for Call routed through gateway that's enabled for Location-
Location-Based Routing (Site1) Based Routing (GW1) at Site1, based on the user’s voice
routing policy
USER1 ENDPOINT LOCATION ROUTING OF OUTBOUND CALLS FOR USER1
Different site than where user's DID is assigned, site enabled Call routed through gateway that's enabled for Location-
for Location-Based Routing (Site2) Based Routing (GW2) at roam Site2, based on user's voice
routing policy
Different site than where user's DID is assigned, site not Call routed through gateway that's not enabled for Location-
enabled for Location-Based Routing (Site3) Based Routing at site that's not enabled for Location-Based
Routing (GW3), based on user's voice routing policy
Unknown internal network (Location4) PSTN calling not allowed
Unknown external network (Location5) PSTN calling not allowed
Teams user receives an inbound call from the PSTN

A user who isn't enabled for Location-Based Routing can receive an inbound call from the gateway that's not
enabled for Location-Based Routing from which their assigned DID number ingresses. If the user roams to a site
that's not enabled for Location-Based Routing, they can still receive calls through their normal PSTN gateways.
In comparison, users enabled for Location-Based Routing can only receive inbound calls from the PSTN gateway
their DID is assigned to when they are located at the same site. The following table shows how User1 receives
inbound calls when User1 moves to different network locations. If the call isn't routed to the endpoint of the user,
it goes to the user’s call forwarding settings, if the settings are configured. Typically, this is voicemail.
USER1 ENDPOINT LOCATION ROUTING OF INBOUND CALLS TO USER1
Same site as where user's DID is assigned, site enabled for Calls routed to User1's endpoint in Site1
Location-Based Routing (Site1)
Different site than where user's DID is assigned, site enabled Calls not routed to endpoints in Site2
for Location-Based Routing (Site2)
Different site than where user's DID is assigned, site not Calls not routed to endpoints in Site3
enabled for Location-Based Routing (Site3)
Unknown internal network (Location4) Calls not routed to endpoints in Location4
Unknown external network (Location5) Calls not routed to endpoints in Location5
Teams user transfers or forwards call to another Teams user

When a PSTN endpoint is involved, Location-Based Routing analyzes whether one or both users are enabled for
Location-Based Routing and determines whether the call should be transferred or forwarded depending on the
location of both endpoints.
Call transfer requires the initiating user to pick up the call while call forwarding doesn't require the initial call to be
answered. This means that calls can be forwarded even if User1 isn't at a location to receive inbound calls (see the
table in the Teams user receives an inbound call from the PSTN section) and calls can't be transferred if User1 is
unable to receive the inbound call.
A user who isn't enabled for Location-Based Routing can transfer or forward PSTN calls to other users who aren't
enabled for Location-Based Routing. The user will typically not be allowed to transfer or forward a PSTN call to a
user who is enabled for Location-Based Routing because Location-Based Routing enabled users are generally
only allowed to be co-located at Location-Based Routing enabled gateways for PSTN calls. The exception is when
a Location-Based Routing enabled user roams to a site that's not enabled for Location-Based Routing. In this
scenario, the transferred call is allowed.
Likewise, a user who isn't enabled for Location-Based Routing can only receive a transfer or forwarded PSTN call
from another user who isn't enabled for Location-Based Routing.
Generally, transferring and forwarding inbound PSTN calls from a gateway that's enabled for Location-Based
Routing is allowed only if the target user is enabled for Location-Based Routing and is located at the same site.
Otherwise, transferring and forwarding calls isn't allowed.
The following table shows whether call forwarding and call transfers are allowed, depending on the location of the
target user. In this table, User1, located in Site1, initiates the transfer or forward to other Teams users who are also
enabled for Location-Based Routing and who are in different locations.
TARGET USER ENDPOINT LOCATION USER1 INITIATES CALL TRANSFER USER1 INITIATES CALL FORWARD
Same network site as initiator (User2) Allowed Allowed
Different network site, site enabled for Not allowed Not allowed
Location-Based Routing (User3)
Different network site, site not enabled Not allowed Not allowed
for Location-Based Routing (User4)
Unknown internal network (User5) Not allowed Not allowed
Unknown external network (User6) Not allowed Not allowed
Teams user transfers or forwards call to PSTN endpoint

Transferring and forwarding a PSTN call to another PSTN number is allowed.
Transferring and forwarding an inbound VOIP call to the PSTN must honor the caller’s toll bypass restrictions.
If the caller isn't enabled for Location-Based Routing, they can be transferred to any PSTN gateway
that's not enabled for Location-Based Routing.
If the caller is enabled for Location-Based Routing, they can only be transferred to a Location-Based
Routing enabled gateway located at the same network site.
Transferring and forwarding inbound a PSTN call to another PSTN number must be routed out the same
Location-Based Routing enabled gateway that the inbound call arrived on.
Transferring and forwarding an inbound VOIP call to the PSTN must honor both the caller and called user’s
toll bypass restrictions.
If the caller isn't enabled for Location-Based Routing, they can be transferred to any PSTN gateway
that's not enabled for Location-Based Routing.
If the caller is enabled for Location-Based Routing, they can be only be transferred to a Location-Based
Routing enabled gateway located at the same network site.
The following table shows how Location-Based Routing affects routing of a VOIP call from User1 at Site1 to users
in different locations who transfer or forward the call to a PSTN endpoint.
USER INITIATING CALL TRANSFER OR
FORWARD TRANSFER TO PSTN FORWARD TO PSTN
Same network site, site enabled for Call transfer can only be routed Call forward can only routed through
Location-Based Routing (User2) through Location-Based Routing Location-Based Routing enabled
enabled Gateway1 at Site1, based on Gateway1 at Site1, based on User2's
User2's voice routing policy voice routing policy
Different network site, site enabled for Call transfer can only be routed Call forward can only be routed
Location-Based Routing (User3) through Location-Based Routing through Location-Based Routing
enabled Gateway1 at Site1, based on enabled Gateway1 at Site1, based on
User3's voice routing policy User3's voice routing policy
Different network site, site not enabled Call transfer can only be routed Call forward can only be routed
for Location-Based Routing (User4) through Location-Based Routing through Location-Based Routing
Unknown internal network (User5) Call transfer can only be routed Call forward can only be routed
through Location-Based Routing through Location-Based Routing
Unknown external network (User6) Call transfer can only be routed Call forward can only be routed
through Location-Based Routing through Location-Based Routing
Simultaneous ringing
When a user who's enabled for Location-Based Routing receives a call and has simultaneous ringing enabled,
Location-Based Routing analyzes the location of the calling party and the endpoints of the called parties to
determine whether the call should be routed. Simultaneous ringing follows the same Location-Based rules as call
transfers and forwards.
Simultaneous ringing for another Teams user
The following table shows whether Location-Based Routing allows simultaneous ringing to different users for an
inbound PSTN call for User1.
TARGET USER ENDPOINT LOCATION SIMULTANEOUS RING
Same network site as initiator (User2) Allowed
Different roamed network site enabled for Location-Based Not allowed

Routing (User3)
Roamed network site not enabled for Location-Based Routing Not allowed
(User4)
Unknown internal network (User5) Not allowed
Unknown external network (User6) Not allowed
Target user is a PSTN number Call can only be routed through Location-Based Routing
enabled Gateway1 at Site1, based on User1's voice routing
policy
Simultaneous ringing to a PSTN endpoint

The following table shows Location-Based Routing behavior for an inbound VOIP call from User1 located at Site1
to users in different locations with simultaneous ring set to a PSTN number.
CALLED USER ENDPOINT LOCATION SIMULTANEOUS RING TARGET IS PSTN ENDPOINT
Same network site, site enabled for Location-Based Routing Call can be only be routed through Location-Based Routing
(User2) Gateway1 at Site1, based on User2's voice routing policy
Different network site enabled for Location-Based Routing Call can only be routed through Location-Based Routing
Different network site not enabled for Location-Based Routing Call can only be routed through Location-Based Routing
Unknown internal network (User5) Call can only be routed through Location-Based Routing
Gateway1 at Site1, based on User5's voice routing policy
Unknown external network (User6) Call can only be routed through Location-Based Routing
Gateway1 at Site1, based on User6's voice routing policy
Inbound calls through voice app (Auto Attendant or Call Queue)

Inbound PSTN calls from a Location-Based Routing enabled gateway are allowed to connect to an auto attendant
or call queue. Users enabled for Location-Based Routing can only receive inbound call transfers from these
applications when they are located at the same site the inbound PSTN call originates from.
Call forwarding and simultaneous ringing to users and PSTN is allowed for voice app transfers. Completing the
call to the target is subject to the same Location-Based Routing rules listed earlier.
Forwarding to voicemail is also allowed.
Delegation
A Teams user may choose delegates who can make and receive calls on their behalf. Delegation capabilities in
Teams are affected by Location-Based Routing as follows:
For outbound calls from a Location-Based Routing enabled delegate on behalf of a delegator, the same rules
apply. Call routing is based on the delegate’s call authorization policy, voice routing policy, and location. For
more information, see Teams user places an outbound call to the PSTN.
For inbound PSTN calls to a delegator, the same Location-Based Routing rules that apply for call forwarding or
simultaneously ringing to other users also apply to delegates. For more information, see Teams user transfers
or forwards call to another Teams user, Teams user transfers or forwards call to PSTN endpoint, and
Simultaneous ringing. When a delegate sets a PSTN endpoint as a simultaneous ring target, the voice routing
policy of the delegate is used to route the call to the PSTN.
For delegation, it's recommended that the delegator and associated delegates be located in the same network
site.
Other planning considerations

Changes from an on-premises Location-Based Routing deployment
Network site voice routing policy is no longer used. Instead, we use the user’s voice routing policy. This means
that to allow users to roam to other sites, the voice routing policy must include the gateways of the roamed sites.
Technical considerations for Location-Based Routing
IPv4 and IPv6 subnets are supported, however, IPv6 takes precedence when checking for a match.
Client support for Location-Based Routing
The following Teams clients are supported:
Teams desktop clients (Windows and Mac)
Teams mobile clients (iOS and Android)
Teams IP phones
The Teams web client and Skype for Business clients aren't supported.
Capabilities not supported by Location-Based Routing
Location-Based Routing doesn't apply to the following types of interactions. Location-Based Routing isn't enforced
when Teams endpoints interact with PSTN endpoints in the following scenarios:
Call park or retrieval of PSTN calls through Call Park
An on-premises Skype for Business user or a Skype for Business Online user calls a Teams user
Location-Based Routing for conferencing
A Location-Based Routing enabled user on a PSTN call isn't allowed to start a conference with another user or
PSTN number. Connecting to auto attendants or call queues is allowed. If the user has a conferencing license, the
user must start a conference with the relevant users and call the PSTN through the conference bridge to start a
conference call.
Next steps
Go to Configure network settings for Location-Based Routing.
Related topics
Configure network settings for Location-Based
Routing
If you haven't already done so, read Plan Location-Based Routing for Direct Routing to review other steps you'll
need to take before you configure network settings for Location-Based Routing.
This article describes how to configure network settings for Location-Based Routing. After you deploy Phone
System Direct Routing in your organization, the next steps are to create and set up network regions, network sites,
and network subnets. To complete the steps in this article, you'll need some familiarity with PowerShell cmdlets.
To learn more, see Teams PowerShell Overview.
Define network regions

A network region interconnects various parts of a network across multiple geographic areas. Use the New -
CsTenantNetworkRegion cmdlet to define network regions. Note that the RegionID parameter is a logical name
that represents the geography of the region and has no dependencies or restrictions and the CentralSite <site ID>
parameter is optional.
New-CsTenantNetworkRegion -NetworkRegionID <region ID>
In this example, we create a network region named India.
New-CsTenantNetworkRegion -NetworkRegionID "India"
Define network sites

Use the New -CsTenantNetworkSite cmdlet to define network sites.
New-CsTenantNetworkSite -NetworkSiteID <site ID> -NetworkRegionID <region ID>
In this example, we create two new network sites, Delhi and Hyderabad, in the India region.
New-CsTenantNetworkSite -NetworkSiteID "Delhi" -NetworkRegionID "India"

New-CsTenantNetworkSite -NetworkSiteID "Hyderabad" -NetworkRegionID "India"
The following table shows the network sites defined in this example.
SITE 1 SITE 2
Site ID Site 1 (Delhi) Site 2 (Hyderabad)
Region ID Region 1 (India) Region 1 (India)

Define network subnets
Use the New -CsTenantNetworkSubnet cmdlet to define network subnets and associate them to network sites.
Each internal subnet can only be associated with one site.
New-CsTenantNetworkSubnet -SubnetID <Subnet IP address> -MaskBits <Subnet bitmask> -NetworkSiteID <site ID>
In this example, we create an association between subnet 192.168.0.0 and the Delhi network site and between
subnet 2001:4898:e8:25:844e:926f:85ad:dd8e and the Hyderabad network site.
New-CsTenantNetworkSubnet -SubnetID "192.168.0.0" -MaskBits "24" -NetworkSiteID "Delhi"

New-CsTenantNetworkSubnet -SubnetID "2001:4898:e8:25:844e:926f:85ad:dd8e" -MaskBits "120" -NetworkSiteID
"Hyderabad"
The following table shows the subnets defined in this example.
SITE 1 SITE 2
Subnet ID 192.168.0.0 2001:4898:e8:25:844e:926f:85ad:dd8e
Mask 24 120
Site ID Site (Delhi) Site 2 (Hyderabad)
For multiple subnets, you can import a CSV file by using a script such as the following.
Import-CSV C:\subnet.csv | foreach {New-CsTenantNetworkSubnet –SubnetID $_.SubnetID-MaskBits $_.Mask -

NetworkSiteID $_.SiteID}
In this example, the CSV file looks something like this:
Identity, Mask, SiteID

172.11.12.0, 24, Redmond
172.11.13.0, 24, Chicago
172.11.14.0, 25, Vancouver
172.11.15.0, 28, Paris
Define external subnets

Use the New -CsTenantTrustedIPAddress cmdlet to define external subnets and assign them to the tenant. You can
define an unlimited number of subnets for a tenant.
New-CsTenantTrustedIPAddress -IPAddress <External IP address> -MaskBits <Subnet bitmask> -Description

<description>
For example:
New-CsTenantTrustedIPAddress -IPAddress 198.51.100.0 -MaskBits 30 -Description "Contoso address"
Next steps
Go to Enable Location-Based Routing for Direct Routing.
Related topics
Before you follow the steps in this article, make sure you've read Plan Location-Based Routing for Direct Routing
and completed the steps in Configure network settings for Location-Based Routing.
This article describes how to enable Location-Based Routing for Direct Routing. After you deploy Phone System
Direct Routing and set up network regions, sites, and subnets, you're ready to enable Location-Based Routing. To
complete the steps in this article, you'll need some familiarity with PowerShell cmdlets. To learn more, see Teams
PowerShell Overview.
You have to enable Location-Based Routing for the following:
Users
Network sites
Gateway configurations
Calling policies
Enable Location-Based Routing for users

1. Use the Set-CsOnlinePstnUsage cmdlet to set PSTN usages. For multiple usages, separate each usage with
a comma.
Set-CsOnlinePstnUsage -Usage <usages>
For example:
Set-CsOnlinePstnUsage -Usage "Long Distance", "Local", "Internal"
2. Use the New -CsOnlineVoiceRoutingPolicy cmdlet to create a voice routing policy to associate the user with
the appropriate PSTN usages.
New-CsOnlineVoiceRoutingPolicy -Identity <voice routing policy ID> -Description <voice routing policy
name> -OnlinePstnUsages <usages>
When you assign PSTN usages to a voice routing policy, make sure you do one of the following:
Use PSTN usages associated to voice routes that use a PSTN gateway local to the site
Use PSTN usages associated to voice routes that use a PSTN gateway located in a region where
Location-Based Routing restrictions aren't needed.
In this example, we create two new voice routing policies and assign PSTN usages to them.
New-CsOnlineVoiceRoutingPolicy -Identity "DelhiVoiceRoutingPolicy" -Description "Delhi voice routing

policy" -OnlinePstnUsages "Long Distance"
New-CsOnlineVoiceRoutingPolicy -Identity "HyderabadVoiceRoutingPolicy" -Description " Hyderabad voice
routing policy" -OnlinePstnUsages "Long Distance", "Local", "Internal"
The following table shows the voice routing policies defined in this example.
VOICE ROUTING POLICY 1 VOICE ROUTING POLICY 2
Online voice policy ID Delhi online voice routing policy Hyderabad online voice routing
policy
Online PSTN usages Long Distance Long Distance, Local, Internal
3. Use the Grant-CsOnlineVoiceRoutingPolicy cmdlet to associate online voice routing policies to users who
require routing restrictions to be enforced.
Grant-CsOnlineVoiceRoutingPolicy -Identity <User> -Tenant <TenantId>
Enable Location-Based Routing for network sites

1. Use the Set-CsTenantNetworkSite cmdlet to enable Location-Based Routing and associate voice routing
policies to your network sites that need to enforce routing restrictions.
Set-CsTenantNetworkSite -Identity <site ID> -EnableLocationBasedRouting <$true|$false>
In this example, we enable Location-Based Routing for the Delhi site and the Hyderabad site.
Set-CsTenantNetworkSite -Identity "Delhi" -EnableLocationBasedRouting $true

Set-CsTenantNetworkSite -Identity "Hyderabad" -EnableLocationBasedRouting $true
The following table shows the sites enabled for Location-Based Routing in this example.
SITE 1 (DELHI) SITE 2 (HYDERABAD)
Site name Site 1 (Delhi) Site 2 (Hyderabad)
EnableLocationBasedRouting True True
Subnets Subnet 1 (Delhi) Subnet 2 (Hyderabad)
Enable Location-Based Routing for gateways

1. Use the New -CsOnlinePSTNGateway cmdlet to create a gateway configuration for each gateway or
network site.
New-CSOnlinePSTNGateway -Fqdn <FDQN registered for the SBC> -Identity <gateway configuration ID> -
SipSignallingPort <listening port used> -Enabled $true
If multiple gateways are associated with a system (for example, Gateway or PBX), modify each gateway to
enable Location-Based Routing restrictions.
In this example, we create one gateway configuration for each gateway.
New-CsOnlinePSTNGateway -Fqdn sbc.contoso.com -Enabled $true -SipSignallingPort 5067

For more information, see Configure Direct Routing.
2. Use the Set-CSOnlinePSTNGateway cmdlet to enable Location-Based Routing for your gateways that
need to enforce routing restrictions.
Enable Location-Based Routing to gateways that route calls to PSTN gateways that route calls to the PSTN,
and associate the network site where the gateway is located.
Set-CSOnlinePSTNGateway -Identity <gateway configuration ID> -GatewaySiteLbrEnabled $true -

GatewaySiteID <site ID>
In this example, we enable Location-Based Routing for each gateway that's associated to PSTN gateways in
the Delhi and Hyderabad sites.
Set-CSOnlinePSTNGateway -Identity sbc.contoso.com -GatewaySiteLbrEnabled $true –GatewaySiteID “Delhi”

Set-CSOnlinePSTNGateway -Identity sbc1.contoso.com -GatewaySiteLbrEnabled $true -GatewaySiteID
“Hyderabad”
Don't enable Location-Based Routing for gateways that don't route calls to the PSTN. However, you still
have to associate the gateway to the network site where the system is located. This is because Location-
Based Routing restrictions need to be enforced for PSTN calls reaching endpoints that are connected via
this gateway. In this example, Location-Based Routing isn't enabled for each gateway that's associated to
PBX systems in the Delhi and Hyderabad sites.
Get-CSONlinePSTNGateway -Identity sbc.contoso.com
Identity: sbc.contoso.com
GatewaySiteLbrEnabled: $false
Get-CSONlinePSTNGateway -Identity sbc2.contoso.com
Identity: sbc2.contoso.com
GatewaySiteLbrEnabled: $false
Endpoints connected to systems that don't route calls to the PSTN (for example, a PBX) will have similar
restrictions as endpoints of Teams users enabled for Location-Based Routing. This means that these users
can place and receive calls to and from Teams users regardless of the user’s location. They can also place
and receive calls to and from other systems that don't route calls to the PSTN network (for example, an
endpoint connected to a different PBX) regardless of the network site to which the system is associated. All
inbound calls, outbound calls, call transfers and call forwarding that involve PSTN endpoints will be subject
to Location-Based Routing enforcements. These calls must use only PSTN gateways that are defined as
local to such systems.
The following table shows the gateway configuration of four gateways in two different network sites: two
connected to PSTN gateways and two connected to PBX systems.
GATEWAYSITELBRENABLED NETWORKSITEID
PstnGateway:Gateway 1 DEL-GW True Site 1 (Delhi)
PstnGateway:Gateway 2 HYD-GW True Site 2 (Hyderabad)
PstnGateway:Gateway 3 DEL-PBX False Site 1 (Delhi)

GATEWAYSITELBRENABLED NETWORKSITEID
PstnGateway:Gateway 4 HYD-PBX False Site 2 (Hyderabad)
Enable Location-Based Routing for calling policies

To enforce Location-Based Routing for specific users, set up the users' voice policy to prevent PTSN toll bypass.
Use the Grant-CsTeamsCallingPolicy cmdlet to enable Location-Based routing by preventing PSTN toll bypass.
Grant-CsTeamsCallingPolicy -PolicyName <policy name> -id <user id>
In this example, we prevent PSTN toll bypass to User1's calling policies.
Grant-CsTeamsCallingPolicy –PolicyName “AllowCallingPreventTollBypass” -id “User1”
Related topics
Plan for media bypass with Direct Routing
About media bypass with Direct Routing

Media bypass enables you to shorten the path of media traffic and reduce the number of hops in transit for better
performance. With media bypass, media is kept between the Session Border Controller (SBC ) and the client
instead of sending it via the Microsoft Phone System. To configure media bypass, the SBC and the client must be in
the same location or network.
You can control media bypass for each SBC by using the Set-CSOnlinePSTNGateway command with the -
MediaBypass parameter set to true or false. If you enable media bypass, this does not mean that all media traffic
will stay within the corporate network. This article describes the call flow in different scenarios.
The diagrams below illustrate the difference in call flow with and without media bypass.
Without media bypass, when a client makes or receives a call, both signaling and media flow between the SBC, the
Microsoft Phone System, and the Teams client, as shown in the following diagram:
But let's assume that a user is in the same building or network as the SBC. For example, assume a user who is in a
building in Frankfurt makes a call to a PSTN user:
Without media bypass, media will flow via either Amsterdam or Dublin (where Microsoft datacenters are
deployed) and back to the SBC in Frankfurt.
The datacenter in Europe is selected because the SBC is in Europe, and Microsoft uses the datacenter
closest to the SBC. While this approach does not affect call quality due to optimization of traffic flow within
Microsoft networks in most geographies, the traffic has an unnecessary loop.
With media bypass, the media is kept directly between the Teams user and the SBC as shown in the
following diagram:
Media bypass leverages protocols called Interactive Connectivity Establishment (ICE ) on the Teams client and ICE
lite on the SBC. These protocols enable Direct Routing to use the most direct media path for optimal quality. ICE
and ICE Lite are WebRTC standards. For detailed information about these protocols, see RFC 5245.
Call flow and firewall planning

Call flow and firewall planning depends on whether the user has direct access to the public IP address of the SBC,
and whether the user is inside or outside of the network.
Call flow if the user has direct access to the public IP address of the SBC
If the user has direct access to the public IP address of the SBC, the call flow is as follows:
For media bypass, the Teams client must have access to the public IP address of the SBC even from an
internal network. If direct media is not desired, the media can flow via Transport Relays.
This is the recommended solution when a user is in the same building and/or network as the SBC – remove
Microsoft Cloud components from the media path.
Signaling always flows via the Microsoft cloud.
The following diagram shows call flow when media bypass is enabled, the client is internal, and the client can reach
the public IP address of the SBC (direct media):
The arrows and numeric values of the paths are in accordance with the Microsoft Teams call flows article.
The SIP signaling always takes paths 4 and 4’ (depending on the direction of the traffic). Media stays local
and takes path 5b.
Call flow if the user does not have access to the public IP address of the SBC
The following describes call flow if the user does not have access to the public IP address of the SBC.
For example, assume the user is external, and the tenant administrator decided not to open the public IP address of
the SBC to everyone in the Internet, but only to the Microsoft Cloud. The internal components of traffic can flow
via the Teams Transport Relays. This is the recommended configuration for users outside of the corporate network.
Consider the following:
Teams Transport Relays are used.
For media bypass, Microsoft uses a version of Transport Relays that requires opening ports 50 000 to 59
999 between the Teams Transport Relays and the SBC (in the future we plan to move to the version which
requires only 3478 and 3479 ports).
For media optimization purposes, Microsoft recommends opening the public IP address of the SBC only to
Teams Transport Relays. For clients outside of the corporate network, Microsoft recommends using
Transport Relays instead of reaching the public IP address of the SBC directly.
The following diagram shows call flow when media bypass is enabled, the client is external, and the client cannot
reach the public IP address of the Session Border Controller (media is relayed by Teams Transport Relay).
Media is relayed via paths 3, 3', 4 and 4'
Call flow if a user is outside the network and has access to the public IP of the SBC
NOTE
This is not a recommended configuration because it does not take advantage of Teams Transport Relays. Instead, you should
consider the previous scenario where the user does not have access to the public IP address of the SBC.
The following diagram shows call flow when media bypass is enabled, the client is external, and the client can reach
the public IP address of the SBC (direct media).
The SIP signaling always takes paths 3 and 3’ (depending on the direction of the traffic). Media flows using
path 2.
Use of Media Processors and Transport Relays
There are two components in the Microsoft Cloud that can be in the path of media traffic: Media Processors and
Transport Relays.
The Media Processor is a public facing component that handles media in non-bypass cases and handles
media for voice applications.
Media Processors are always in the path for end user non-bypassed calls, but never in the path for bypassed
calls. Media Processors are always in the path for all voice applications such as Call Park, Organizational
Auto Attendant, and Call Queues.
The Transport Relay is used to connect to the closest Transport Service to send real time traffic.
Transport Relays might or might not be in the path for bypassed calls--originating from or destined to end
users--depending on where the user is and how the network is configured .
The following diagram shows two call flows – one with media bypass enabled and the second with media bypass
disabled. Note the diagram only illustrates traffic originating from--or destined to--end users.
The Media Controller is a microservice in Azure that assigns Media Processors and creates Session
Description Protocol (SDP ) offers.
The SIP Proxy is a component that translates HTTP REST signaling used in Teams to SIP.
The table below summarizes the difference between Media Processors and Transport Relays.
MEDIA PROCESSORS TRANSPORT RELAYS
In media path for non-bypassed calls Always Never

for end users
MEDIA PROCESSORS TRANSPORT RELAYS
In media path for bypassed calls for end Never If client cannot reach the SBC on the
users public IP address
In media path for voice applications Always Never
Can do transcoding (B2BUA)* Yes No, only relays audio between

endpoints
Number of instances worldwide and 8 total: 2 in US East and West; 2 in Multiple

location Amsterdam and Dublin; 2 in Hong
Kong and Singapore; 2 in Japan (being
added in Q1CY2019)
The IP range is 52.112.0.0 /14 (IP addresses from 52.112.0.1 to 52.115.255.254).

* Transcoding explanation:
Media Processor is B2BUA, which means it can change a codecs (for example, SILK from Teams client to
MP and G.711 between MP and SBC ).
Transport Relays are not B2BUA, which means the codec is never changed between the client and the SBC --
even if traffic flows via relays.
Use of Teams Transport Relays in escalation scenarios if trunk is configured for media bypass
Teams Transport Relays are always in the media path in the following scenarios:
Call is escalated from 1:1 to a group call
Call is going to a federated Teams user
Call is forwarded or transferred to a Skype for Business user
Ensure your SBC has access to the Transport Relays as described below.

For SIP signaling, the FQDN and firewall requirements are the same as for non-bypassed cases.
Direct Routing is offered in the following Office 365 environments:
Office 365
Office 365 GCC
Office 365 GCC High
Office 365 DoD Learn more about Office 365 and US Government environments such as GCC, GCC High, and
DoD.
The connection points for Direct Routing are the following three FQDNs:
sip.pstnhub.microsoft.com – Global FQDN – must be tried first. When the SBC sends a request to
resolve this name, the Microsoft Azure DNS servers return an IP address pointing to the primary Azure
datacenter assigned to the SBC. The assignment is based on performance metrics of the datacenters and
geographical proximity to the SBC. The IP address returned corresponds to the primary FQDN.
sip2.pstnhub.microsoft.com – Secondary FQDN – geographically maps to the second priority region.
sip3.pstnhub.microsoft.com – Tertiary FQDN – geographically maps to the third priority region.
You must place these three FQDNs in order to:
Provide optimal experience (less loaded and closest to the SBC datacenter assigned by querying the first
FQDN ).
Provide failover when a connection from an SBC is established to a datacenter that is experiencing a
temporary issue. For more information, see Failover mechanism below.
The FQDNs sip.pstnhub.microsoft.com, sip2.pstnhub.microsoft.com, and sip3.pstnhub.microsoft.com will
be resolved to one of the following IP addresses:
52.114.148.0
52.114.132.46
52.114.75.24
52.114.76.76
52.114.7.24
52.114.14.70
from the addresses for signaling. If your firewall supports DNS names, the FQDN sip-
all.pstnhub.microsoft.com resolves to all these IP addresses.
sip.pstnhub.dod.teams.microsoft.us – Global FQDN. As the Office 365 DoD environment exists only in the US
data centers, there is no secondary and tertiary FQDNs.
The FQDNs – sip.pstnhub.dod.teams.microsoft.us will be resolved to one of the following IP addresses:
52.127.64.33
52.127.68.34
sip.pstnhub.dod.teams.microsoft.us resolves to all these IP addresses.
sip.pstnhub.gov.teams.microsoft.us – Global FQDN. As the GCC High environment exists only in the US data
centers, there is no secondary and tertiary FQDNs.
The FQDNs – sip.pstnhub.gov.teams.microsoft.us will be resolved to one of the following IP addresses:
52.127.88.59
52.127.92.64
sip.pstnhub.gov.teams.microsoft.us resolves to all these IP addresses.

Port requirements are the same for all Office 365 environments where Direct Routing is offered:
Office 365
Office 365 GCC
Office 365 GCC High
Office 365 DoD
You must use the following ports:
SIP/TLS SIP Proxy SBC 1024 - 65535 Defined on the SBC
SIP/TLS SBC SIP Proxy Defined on the SBC 5061
Media traffic: IP and Port ranges

Media traffic flows between the SBC and Teams client if direct connectivity is available or via Teams Transport
Relays if the client cannot reach the SBC using the public IP address.
Requirements for direct media traffic (between the Teams client and the SBC )
The client must have access to the specified ports (see table) on the public IP address of the SBC.
Note: If the client is in an internal network, the media flows to the public IP address of the SBC. You can configure
hairpinning on your NAT device so traffic never leaves the enterprise network equipment.
UDP/SRTP Client SBC 50 000 – 50 019 Defined on the SBC
UDP/SRTP SBC Client Defined on the SBC 50 000 – 50 019
Note: If you have a network device that translates the client's source ports, please make sure that translated ports
are opened between the network equipment and the SBC.
Requirements for using Transport Relays
Transport Relays are in the same range as Media Processors (for non-bypass cases):
-52.112.0.0 /14 (IP addresses from 52.112.0.1 to 52.115.255.254)

52.127.64.0/21
52.127.88.0/21
The port range of the Teams Transport Relays (applicable to all environments) is shown in the following table:
UDP/SRTP Transport Relay SBC 50 000 -59 999 Defined on the SBC
UDP/SRTP SBC Transport Relay Defined on the SBC 50 000 – 59 999,

3478, 3479
Note: Microsoft recommends at least two ports per concurrent call on the SBC. Because Microsoft has two
versions of Transport Relays, the following are required:
v4, which can only work with port range 50 000 to 59 999
v6, which works with ports 3478, 3479
At this time, media bypass only supports v4 version of Transport Relays. We will introduce support of v6 in the
future.
You need to open ports 3478 and 3479 for transitioning. When Microsoft introduces support for v6 Transport
Relays with Media Bypass, you will not need to reconfigure your network equipment or SBCs.
Requirements for using media processors
Media Processors are always in the media path for voice applications and for Web clients (for example, Teams
clients in Edge or Google Chrome). The requirements are the same as for non-bypass configuration.
The IP range for media traffic is
-52.112.0.0 /14 (IP addresses from 52.112.0.1 to 52.115.255.254)

52.127.64.0/21
52.127.88.0/21
The port range of the Media Processors (applicable to all environments) is shown in the following table:
UDP/SRTP Media Processor SBC 49 152 – 53 247 Defined on the SBC
UDP/SRTP SBC Media Processor Defined on the SBC 49 152 – 53 247
Considerations if you have Skype for Business phones in your network

If you have any Skype for Business end points in your network that are using Direct Routing--for example, a Teams
user can have a 3PIP phone that is based on Skype for Business client--the media bypass on the trunk that serves
these users must be turned off.
You can create a separate trunk for these users and assign it an Online Voice Routing policy.
High-level configuration steps:
Split users by type – depending on whether the user has a 3PIP phone or not.
Create two separate trunks with different FQDNs: one enabled for media bypass; the other not.
Both trunks point to the same SBC. The ports for TLS SIP signaling must be different. The ports for media
must be the same.
Assign the correct trunk depending on the type of the user in the Online Voice Routing policy.
The example below illustrates this logic.
TRUNK FQDN ASSIGNED IN
SET OF USERS NUMBER OF USERS OVRP MEDIA BYPASS ENABLED
Users with Teams clients and 20 sbc1.contoso.com:5061 false

3PIP phones
Users with only Teams end 980 sbc2.contoso.com:5060 true

points (including new
phones certified for Teams)
Both trunks can point to the same SBC with the same public IP address. The TLS signaling ports on the SBC must
be different, as shown in the following diagram. Note you will need to make sure that your certificate supports
both trunks. In SAN, you need to have two names (sbc1.contoso.com and sbc2.contoso.com ) or have a
wildcard certificate.
For information about how to configure two trunks on the same SBC, see the documentation provided by your
SBC vendor:
Client endpoints supported with media bypass

Media bypass is supported with all Teams endpoints.
Note for web clients (Teams Web app in Microsoft Edge, Google Chrome or Mozilla Firefox) we will covert the call
to non-bypass even if it started as a bypass call. This happens automatically and does not require any actions from
the administrator.
See also
Before configuring media bypass with Direct Routing, be sure you have read Plan for media bypass with Direct
Routing.
To turn on media bypass, the following conditions must be met:
1. Make sure that your Session Border Controller (SBC ) vendor of choice supports media bypass and provides
instructions on how to configure bypass on the SBC. Please refer to the certification page to learn about
SBCs, which ones support media bypass, and for instructions.
2. You need to turn on media bypass on the trunk using the following command: Set-
CSOnlinePSTNGateway -Identity <sbc_FQDN> -MediaBypass $true.
3. Make sure that the required ports are opened.
Migrate from non-bypassed trunks to bypass-enabled trunks

You can switch all users at once or you can implement a phased approached (recommended).
Switch all users at once. If all conditions are met, you can turn bypass mode on. However, all your
production users will be switched at the same time. Because you might experience some issues initially
when you configure trunks and ports, your production user experience might be affected.
Phased approach. (Recommended). Create a new trunk for the same SBC (with a different port), test it,
and change the online voice routing policy for the users to point to the new trunk.
This is the recommended approach because it allows for a smoother transition and uninterrupted user
experience. This approach requires configuration of the SBC, a new FQDN name, and configuration of the
firewall. Note you will need to make sure that your certificate supports both trunks. In SAN, you need to
have two names (sbc1.contoso.com and sbc2.contoso.com ) or have a wildcard certificate.
For instructions on how to configure the trunks and perform migration, see the documentation from your SBC
vendor:
For a list of Session Border Controllers (SBCs) certified for Direct Routing, see List of Session Broder Controllers
certified for Direct Routing.
See also
Plan media bypass with Direct Routing
Trunk failover on outbound calls
This topic describes how to avoid trunk failovers on outbound calls--from Teams to the Session Border Controller
(SBC ).
Failover on network errors

If a trunk cannot be connected for any reason, the connection to the same trunk will be tried from a different
Microsoft Datacenter. A trunk might not be connected, for example, if a connection is refused, if there is a TLS
timeout, or if there are any other network level issues. For example, a connection might fail if an administrator
limits access to the SBC only from well-known IP addresses, but forgets to put the IP addresses of all Microsoft
Direct Routing datacenters on the Access Control List (ACL ) of the SBC.
Failover of specific SIP codes received from the Session Border

Controller (SBC)
If Direct Routing receives any 4xx or 6xx SIP error codes in response to an outgoing Invite, the call is considered
completed by default. Outgoing means a call from a Teams client to the Public Switched Telephone Network
(PSTN ) with the following traffic flow: Teams Client -> Direct Routing -> SBC -> Telephony network.
The list of SIP Codes can be found in Session Initiation Protocol (SIP ) RFC.
Assume a situation where an SBC replied on an incoming invite with the code "408 Request Timeout: The server
could not produce a response within a suitable amount of time, for example, if it could not determine the location
of the user in time. The client MAY repeat the request without modifications at any later time."
This particular SBC might be having difficulties connecting to the callee--perhaps because of a network
misconfiguration or other error. However, there is one more SBC in the route which might be able to reach the
callee.
In the following diagram, when a user makes a call to a phone number, there are two SBCs in the route that can
potentially deliver this call. Initially, SBC1.contoso.com is selected for the call, but SBC1.contoso.com isn't able to
reach a PTSN network due to a network issue. By default, the call will be completed at this moment.
But there is one more SBC in the route which potentially can deliver the call. If you configure the parameter
Set-CSOnlinePSTNGateway -Identity sbc1.contoso.com -FailoverResponseCodes "408" , the second SBC will be tried--
SBC2.contoso.com in the following diagram:
Setting the parameter -FailoverResponseCodes and specifying the codes helps you fine tune your routing and
avoid potential issues when an SBC cannot make a call due to network or other issues.
Default values: 408, 503, 504
Direct Routing media path country codes
When choosing a routing path for media, Direct Routing, by default, always assigns a datacenter based on the
public IP address of the Session Border Controller (SBC ), and always selects the path closest to the SBC datacenter.
However, in some cases the default media path might not be the optimal media path; for example, a public IP from
a United States range might be assigned to an SBC located in Europe.
By using the -MediaRelayRoutingLocationOverride parameter with the New -CsOnlinePSTNGateway and Set-
CsOnlinePSTNGateway cmdlets, you can specify the preferred region for media traffic. For example, the following
command specifies that the preferred region is Germany:
Set-CSOnlinePSTNGateway -Identity sbc1.contoso.com –MediaRelayRoutingLocationOverride DE
Note that Microsoft only recommends setting this parameter if the call logs clearly indicate that the default
assignment of the datacenter for the media path does not use the path closest to the SBC datacenter.
Country code reference table

The following table shows the country code values for the -MediaRelayRoutingLocationOverride parameter:
COUNTRY CODE
Afghanistan AF
Aland Islands AX
Albania AL
Algeria DZ
American Samoa AS
Andorra AD
Angola AO
Anguilla AL
Antarctica AQ
Antigua and Barbuda AG
Argentina AR
Armenia AM
Aruba AW
Australia AU
COUNTRY CODE
Austria AT
Azerbaijan AZ
Bahamas BS
Bahrain BH
Bangladesh BD
Barbados BB
Belarus BY
Belgium BE
Belize BZ
Benin BJ
Bermuda BM
Bhutan BT
Bolivia BO
Bonaire BQ
Bosnia and Herzegovina BA
Botswana BW
Bouvet Island BV
Brazil BR
British Indian Ocean Territory IO
British Virgin Islands VG
Brunei BN
Bulgaria BG
Burkina Faso BF
Burundi BI
COUNTRY CODE
Cabo Verde CV
Cambodia KH
Cameroon CM
Canada CA
Cayman Islands KY
Central African Republic CF
Chad TD
Chile CL
China CN
Christmas Island CX
Cocos (Keeling) Islands CC
Colombia CO
Comoros KM
Congo CG
Congo (DRC) CD
Cook Islands CK
Costa Rica CR
Cote d'Ivoire CI
Croatia HR
Cuba CU
Curacao CW
Cyprus CY
Czechia CZ
Denmark DK
Djibouti DJ
COUNTRY CODE
Dominica DM
Dominican Republic DO
Ecuador EC
Egypt EG
El Salvador SV
Equatorial Guinea GQ
Eritrea ER
Estonia EE
Eswatini SZ
Ethiopia ET
Falkland Islands FK
Faroe Islands FO
Fiji FJ
Finland FI
France FR
French Guiana GF
French Polynesia PF
French Southern Territories TF
Gabon GA
Gambia GM
Georgia GE
Germany DE
Ghana GH
Gibraltar GI
Greece GR
COUNTRY CODE
Greenland GL
Grenada GD
Guadeloupe GP
Guam GU
Guatemala GT
Guernsey GG
Guinea GN
Guinea-Bissau GW
Guyana GY
Haiti HI
Heard Island and McDonald Islands HM
Honduras HN
Hong Kong SAR HK
Hungary HU
Iceland IS
India IN
Indonesia ID
Iran IR
Iraq IQ
Ireland IE
Isle of Man IM
Israel IL
Italy IT
Jamaica JM
Jan Mayen XJ
COUNTRY CODE
Japan JP
Jersey JE
Jordan JO
Kazakhstan KZ
Kenya KE
Kiribati KI
Korea KR
Kosovo XK
Kuwait KW
Kyrgyzstan KG
Laos LA
Latvia LV
Lebanon LB
Lesotho LS
Liberia LR
Libya LY
Liechtenstein LI
Lithuania LT
Luxembourg LU
Macao SAR MO
Madagascar MG
Malawi MW
Malaysia MY
Maldives MV
Mali ML
COUNTRY CODE
Malta MT
Marshall Islands MH
Martinique MQ
Mauritania MR
Mauritius MU
Mayotte YT
Mexico MX
Micronesia FM
Moldova MD
Monaco MC
Mongolia MN
Montenegro ME
Montserrat MS
Morocco MA
Mozambique MZ
Myanmar MM
Namibia NA
Nauru NR
Nepal NP
Netherlands NL
New Caledonia NC
New Zealand NZ
Nicaragua NI
Niger NE
Nigeria NG
COUNTRY CODE
Niue NU
Norfolk Island NF
North Korea KP
North Macedonia MK
Northern Mariana Islands NP
Norway NO
Oman OM
Pakistan PK
Palau PW
Palestinian Authority PS
Panama PA
Papua New Guinea PG
Paraguay PY
Peru PE
Philippines PH
Pitcairn Islands PN
Poland PL
Portugal PT
Puerto Rico PR
Qatar QA
Reunion RE
Romania RO
Russia RU
Rwanda RW
Saba XS
COUNTRY CODE
Saint Barthelemy BL
Saint Kitts and Nevis KN
Saint Lucia LC
Saint Martin MF
Saint Pierre and Miquelon PM
Saint Vincent and the Grenadines VC
Samoa WS
San Marino SM
Sao Tome and Principe ST
Saudi Arabia SA
Senegal SN
Serbia RS
Seychelles SC
Sierra Leone SL
Singapore SG
Sint Eustatius XE
Sint Maarten SX
Slovakia SK
Slovenia SL
Solomon Islands SB
Somalia SO
South Africa ZA
South Georgia and South Sandwich Islands GS
South Sudan SS
Spain ES
COUNTRY CODE
Sri Lanka LK
St Helena, Ascension, Tristan da Cunha SH
Sudan SD
Suriname SR
Svalbard SJ
Sweden SE
Switzerland CH
Syria SY
Taiwan TW
Tajikistan TJ
Tanzania TZ
Thailand TH
Timor-Leste TL
Togo TG
Tokelau TK
Tonga TO
Trinidad and Tobago TT
Tunisia TN
Turkey TR
Turkmenistan TM
Turks and Caicos Islands TC
Tuvalu TV
U.S. Outlying Islands UM
U.S. Virgin Islands VI
Uganda UG
COUNTRY CODE
Ukraine UA
United Arab Emirates AE
United Kingdom GB
United States US
Uruguay UY
Uzbekistan UZ
Vanuatu VU
Vatican City VA
Venezuela VE
Vietnam VN
Wallis and Futuna WF
Yemen YE
Zambia ZM
Zimbabwe ZW
There are three ways to get both user and service (toll and toll-free) numbers for your organization.
Get numbers in the Microsoft Teams admin center.
Transfer or "port" your existing numbers over to us.
Use a request form for new numbers that aren't listed in the Microsoft Teams admin center.
IMPORTANT
In Belgium, France, Germany, Ireland, the Netherlands, and Spain, you can't get phone new phone numbers using
the Microsoft Teams admin center. You have to download and fill out a form. For new phone numbers in Australia,
see Telstra Voice Services.
If you know what kind of forms you are looking for use the drop-down to select the country/region
where you're getting numbers.
Select your country or region to find the downloadable forms you need
Here's a bit more information about these number request forms

Request forms for new phone numbers
Each country or region has different instructions, different types of numbers (geographic/non-geographic
and service (toll/toll-free) and rules/regulations for getting phone numbers so they can be used in Teams.
Sometimes (depending on your country/region) you won't be able to get new user (subscriber) or service
(toll or toll-free) numbers using the Microsoft Teams admin center, or you might need specific phone
numbers or area codes.
If so, you'll need to download the correct PDF form (per country/region and the type of numbers) and
send it back to us. Our service desk will take it from there and will let you know about the progress or
your order.
Letters of Authorization (LOAs) for transferring numbers
If you need to transfer phone numbers, you'll to download a Letter of Authorization (LOA ), which gives
us permission to request, on your behalf, transferring the existing number(s) from a different service
provider in case of a dispute. Use an LOA if you have:
User numbers that you already have from another carrier.
Service (toll) numbers for audio conferencing bridges, auto attendants or call queues.
Service (toll-free) phone numbers.
You have more than 999 user phone numbers that you need to get but can't get in the Microsoft
Teams admin center using the use the Local Number Porting wizard.
If you still need help and aren't sure what to do....

If you still need help, let us know how we can help you. In your Help request, include details such as your
organization ID, domains, what types of numbers you need help with, how many numbers you want,
authorizing person on the account and other important details about your issue.
For help with phone numbers inside the U.S., send your request.
For help with phone numbers in Europe, send your request.
For help with phone number in Asia, send your request.
Additional resources
To see if Calling Plans are available in your country or region, see Countries and region availability for
Audio Conferencing and Calling Plans
To help you pick the type of phone number you need, read Different kinds of phone numbers used for
Calling Plans.
To learn about getting user phone numbers in the admin center, read Getting phone numbers for your
users.
To get help setting up phone numbers for your organization, contact the PSTN service desk.
Related topics
Emergency Calling disclaimer label
Different kinds of phone numbers used for Calling
Plans
Microsoft Teams uses different telephone number types depending on the purpose for which you want to use
the phone number. Teams uses user numbers, which can be assigned to users in your organization, and service
numbers, which are assigned to services such as Audio Conferencing, auto attendants, or call queues. Service
phone numbers have a higher concurrent call capacity than user numbers. Service phone numbers are
available but will vary by country/region and the type of number (whether it's a toll or toll-free number). If you
need additional or other number types other than those numbers seen in the Microsoft Teams admin center,
you can submit a phone number request to the PSTN service desk help.
User numbers
User numbers are assigned to users, and there are two kinds:
Geographic numbers Geographic numbers have a relationship to a geographic area and are the
most common. For example, geographic phone numbers in most cases can only be used within a
certain address, city, state, or region of the country.
Non-geographic numbers Non-geographic numbers are national numbers that don't have a
relationship to a geographic area within a country/region. For example, non-geographic numbers
often have the same cost when calling the number from anywhere within the country/region.
Also, some countries, such as Denmark, only have non-geographic numbers available.
Service numbers Service numbers are available in several different number types, and availability does
vary by country/region.
Toll service numbers
Toll service numbers may incur a toll cost to the caller, and there are two kinds:
Geographic numbers Geographic numbers have a relationship to a geographic area. For
example, geographic phone numbers in most cases can only be used within a certain
address, city, state, or region of the country.
Non-geographic numbers Non-geographic numbers are national numbers that don't
have a relationship to a geographic area within a country/region. For example, non-
geographic numbers often have the same cost when calling the number from anywhere
within the country/region.
Toll-free service numbers These service numbers don't typically incur a toll cost to the caller.
Teams provides national toll-free numbers in over 60 countries/regions.
Cau t i on
Some countries/regions and originating number types, such as calls originating from mobile
phones, may in some cases incur a toll cost to the caller.
NOTE
If you need to get more phone numbers than this, contact the PSTN service desk.
Related topics
Getting phone numbers for your users
Before you can set up users in your organization to make and receive phone calls, you must get phone numbers
for them.
There are three ways to get user numbers:
Use the Microsoft Teams admin center. For some countries/regions, you can get numbers for your users
using the Microsoft Teams admin center. See Get new phone numbers for your users.
Port your existing numbers. You can port or transfer existing numbers from your current service
provider or phone carrier. See Transfer phone numbers to Office 365 or Manage phone numbers for your
organization for more information to help you do this.
Use a request form for new numbers. Sometimes (depending on your country/region) you won't be able
to get your new phone numbers using the Microsoft Teams admin center, or you'll need specific phone
numbers or area codes. If so, you'll need to download a form and send it back to us. See Manage phone
numbers for your organization for more information.
NOTE
If you need help setting up phone numbers for your organization, you can contact the PSTN service desk.
Get new phone numbers for your users

1. In the left navigation, go to Voice > Phone numbers, and then click Get new numbers.
2. Enter a name for the order and if you want, add a description.
3. On the Location and quantity page, do the following:
a. Under Country or region, select a country or region.
b. Under Number type, select the type of number that you want.
c. Under Location, select a location. If you need to create a new location, click Add a location.
d. Under Area code, select an area code.
e. Under Quantity, enter the number of numbers that you want for your organization, and then click Next
to select your numbers.
4. Select the numbers you want. You have 10 minutes to select your phone numbers and place your order. If
you take more than 10 minutes, the phone numbers will be returned to the pool of numbers.
5. When you're ready to place your order, clickPlace order.
IMPORTANT
The number of phone numbers for users (subscribers) is equal to the total number of Domestic Calling Plan and/or
Domestic and International Calling Plan licenses you have assigned multiplied by 1.1, plus 10 additional phone
numbers. For example, if you have 50 users in total with a Domestic Calling Plan and/or Domestic and International
Calling Plan, you can acquire 65 phone numbers (50 x 1.1 + 10). For details, see How many phone numbers can you
get?. If you need to get more phone numbers than this, contact the PSTN service desk.
Port or transfer phone numbers from your service provider or phone carrier
If you need 999 or fewer phone numbers for your users, you can use the legacy portal in the Microsoft
Teams admin center. Follow the steps in Transfer phone numbers to Office 365 to transfer your phone
numbers to Teams.
If you need to port more than 999 phone numbers, see Manage service requests in Service Manager to
submit a port order service request or order to get all of these phone numbers ported over to Office 365.
Show phone numbers for your organization

In the left navigation, go to Voice > Phone numbers to view the numbers for your organization, including
location, number type, and status information.
What else do you need to know about users' phone numbers?

After you get your phone numbers, you'll need to assign a number to each of your users. See Assign,
change, or remove a phone number for a user.
You can use the Phone numbers page in the Microsoft Teamd admin center to see the list of available
phone numbers in the Phone number column, see whether the phone number has been assigned in the
Status column, and see the location for the phone number in the Location column.
NOTE
If you need to get more phone numbers than this, contact the PSTN service desk.
Related topics
How many phone numbers can you get?
When you are looking for and getting phone numbers for your organization, you can get more phone numbers
than you have assigned licenses. But this depends on the types of phone numbers and types of licenses you have
bought and assigned. You can click Different kinds of phone numbers used for Calling Plans to find out about the
different phone numbers that are used in Microsoft Teams.
You can see the number of phone numbers you can get on the Get phone numbers page in the Microsoft Teams
admin center, or you can run the Get-CsOnlineTelephoneNumberAvailableCount cmdlet.
IMPORTANT
The limits below don't include phone numbers you have ported or transferred to Microsoft.
How many phone numbers you can get?
Here's the type of phone number How do you get the total phone Here's an example
numbers?
User (subscriber) number The number of phone numbers is equal If I have 50 users in total with either a
to the total number of Domestic Domestic Calling Plan and/or Domestic
Calling Plan and/or Domestic and and International Calling Plan, you can
International Calling Plan licenses acquire 65 phone number (50 x 1.1 +
multiplied by 1.1 + 10 additional phone 10).
numbers.
Toll service number The number of phone numbers is equal If you have a total of 51 Phone System
to the total number of Phone System and Audio Conferencing licenses, you
and Audio Conferencing licenses and can get 20 toll service numbers.
uses the following:
If there are 1-25 licenses then 5
telephone numbers are given.
If there are 1,000-1,249 licenses then
125 telephone numbers are given.
If there are 10,000-14,999 licenses
then 600 telephone numbers are given.
then 1000 telephone numbers are
given.
If there are 50,000+ licenses then
Toll-free service number The number of phone numbers is equal If you have a total of 1001 Phone
to the total number of Phone System System and Audio Conferencing
and Audio Conferencing licenses and licenses, you can get 125 toll-free
uses the following: service numbers.
telephone numbers are given. Important: Communications Credits
If there are 26-49 licenses then 10 billing is required to reserve and use
telephone numbers are given. toll-free phone numbers.
then 1000 telephone numbers are
given.
If there are 50,000+ licenses then
NOTE
If you need to get more telephone numbers than this, please contact support for business products - Admin Help
Related topics
Search for phone numbers for users
When you are setting up users in your organization to make and receive phone calls, you must use the Microsoft
Teams admin center and first get phone numbers that can be assigned to users. The phone number you assign to
a user will be a phone number that you have chosen for your organization and will be listed in the drop-down list
when you edit the properties of the user and click Assign.
Before you can assign phone numbers to your users, you must use the Get new numbers page to search for
numbers that are available for you within an area. You can search by Country or region, Number type, and
Location, and then enter the number of phone numbers you will need for your users.
If you need some help with getting phone numbers, you can see Manage phone numbers for your organization or
Search for phone numbers

To search for phone numbers for your users

1. Go to the Microsoft Teams admin center.
2. In the left navigation select Voice > Phone numbers > Get new numbers.
IMPORTANT
For you to see the Voice option in the left navigation in the Microsoft Teams admin center, you must first buy at least
one Enterprise E5 license, one Phone System add-on license, or one Audio Conferencing add-on license.
3. On the Select location and quantity page, select a location from the Country or region drop-down list.
4. Select a number type from the Number type drop-down list.
5. In the Location box, type the name of the city where the user is located, and then select the location from
the list. Click Add a location if the location you want doesn't appear on the list.
6. Select the area code for the location.
7. Under Quantity, enter the number of phone numbers that you want for your organization, and then click
Next. You have 10 minutes to select your phone numbers. If you take more than 10 minutes, the numbers
will be returned to the pool of phone numbers.
NOTE
You can see the number of phone numbers available to you (which is based on the number of licenses), listed next to
Quantity.
8. On the Get numbers page, select the phone numbers you want, click Acquire numbers, and then click
Next.
IMPORTANT
You can acquire more phone numbers than you have licenses. To determine how many phone numbers you can
acquire, take your number of licenses, add 10 percent of the number of licenses, and then add 10. For example, if you
have 100 Domestic Calling Plan and/or International Calling Plan licenses, you can reserve 120 phone numbers,
assuming that you have not already acquired some phone numbers for those 100 users. For more details, see How
many phone numbers can you get?
9. On the Confirmation page, verify your choices, and then click Place order.
10. When you return to the Phone numbers page, select the phone number or numbers that you want to
assign and then click Edit to assign it to a user.
Related topics
See a list of phone numbers in your organization
There are different types of phone numbers that you can assign to users or other services (service numbers), such
as for Audio Conferencing in Office 365.
To see a list of all phone numbers that you have for your organization
2. In the left navigation, go to Voice > Phone numbers.
IMPORTANT
3. To view the phone numbers that are assigned, see the Status column.
4. To filter your view, click the filter icon. On the Filter pane, you can use the drop-down list to filter your view
by:
Number range that you set. You can search by lowest number or highest number.
Numbers that start with a number that you specify.
Number activation state.
Number type.
Phone number status.
To see all of the phone numbers that are assigned to users

When you are setting up users, you might just want to see the list of the phone numbers that are already assigned
to users and which phone numbers are available to be assigned to them.

IMPORTANT
3. To quickly sort the numbers so that you can see which are assigned, click the Status column heading. Or,
you can click the filter icon and then filter your view to see phone numbers that are already assigned to
users or unassigned numbers that you can assign to a user. You can filter by:
Assigned to user
Assigned to conference bridge
Unassigned
To see the phone numbers that are assigned to voice users

When you are setting up users in your organization to make and receive phone calls, you must first get the phone
numbers and then assign them to your users. After you've gotten your phone numbers, you might just want to see
the activation status of the number assignments.
Using the Microsoft Teams admin center !

IMPORTANT
3. Click the filter icon to filter your view by Activation state You can filter by:
Activated
Assignment pending
Assignment failed
Update pending
Update failed
Related topics
Assign, change, or remove a phone number for a
user
When you set up Calling Plans, you assign phone numbers to your users. In Microsoft Teams, the phone number
you assign is listed when a user clicks Calls.
When you're setting up users so they can make and receive phone calls, you must first use the Microsoft Teams
admin center and assign a phone number. You can change or remove the phone number if you need to.
To learn how to get Calling Plans in Teams and how much they cost, see Teams add-on licensing.
NOTE
One way to see whether a user has a license assigned is by going to the Microsoft Teams admin center > Users. If a license is
assigned, it will be indicated on the page. You can also use the Microsoft 365 admin center.
Assign a phone number to a user

1. In the left navigation, click Voice > Phone numbers.
2. On the Phone numbers page, select an unassigned number in the list, and then click Edit.
3. In the Edit pane, under Assigned to, search for the user by display name or user name, and then click Assign.
4. To assign or change the associated emergency location, under Emergency location, search for and then select
the location.
5. Click Save.
NOTE
Because of the latency between Office 365 and Teams, it can possibly take up to 24 hours for users to be enabled. If
after 24 hours, if the phone number isn't assigned correctly, contact the PSTN service desk. We're here to help!
Change a phone number for a user

1. In the left navigation, click Users, locate and double-click the user you want, click Account, and then under
General information, make a note of the phone number that's assigned to the user.
3. On the Phone numbers page, select the number that you identified in step 1, and then click Edit.
4. In the Edit pane, under Assigned to, click the X to remove the user.
5. Click Save.
6. On the Phone numbers page, select an unassigned number in the list, and then click Edit.
7. In the Edit pane, under Assigned to, search for the user by display name or user name, and then click Assign.
8. To assign or change the associated emergency location, under Emergency location, search for and then select
the location.
9. Click Save.
Remove a phone number from a user

1. In the left navigation, click Users, locate and double-click the user you want, click Account, and then under
General information, make a note of the phone number that's assigned to the user.
3. On the Phone numbers page, select the number that you identified in step 2, and then click Edit.
4. In the Edit pane, under Assigned to, click the X to remove the user.
5. Click Save.
Related topics
What is address validation?
In addition to getting phone numbers for your users from Office 365, you can search and acquire toll or toll-free
phone numbers for services such as audio conferencing (for conference bridges), auto attendants, and call queues
(also called service numbers). Service phone numbers have a higher concurrent calling capacity than user or
subscriber phone numbers. For example, a service number can handle 100s of calls simultaneously, whereas a
user's phone number can only handle a few calls simultaneously.
NOTE
Office 365 Communications Credits must be set up first in order to acquire toll-free numbers. See Set up Communications
You have two ways of getting service numbers so you can use them with Skype for Business and Microsoft Teams:
Get new numbers from Office 365.
Port or transfer your existing numbers from your service provider or phone carrier to Office 365.
NOTE
When you transfer your service numbers, it is highly recommended that you contact Microsoft support to ensure
that the higher concurrent calling capacity is considered and configured correctly.
Get new service numbers

2. Go to the Admin center > Teams and Skype > Skype Legacy Admin.
3. In the left navigation go to Voice > Phone numbers > Add new number, and then click New service
numbers.
IMPORTANT
4. On the Add new service numbers page, choose the following:

Country/Region
State/Region
City
5. Under Quantity, enter the number of phone numbers that you want for your organization and click Add
to create a reservation. You have 10 minutes to select your phone numbers; if you take more than 10
minutes, the phone numbers will be returned to the pool of phone numbers.
NOTE
You can see the number of phone numbers, which is based on the number of licenses, listed next to Total Service
numbers your can acquire. For details, see How many phone numbers can you get?
6. You can click Show numbers to see the full list of phone numbers. This is helpful if you don't want to select
a specific phone number in the list.
7. Select the phone numbers you want, and then click Acquire numbers.
Assign service numbers
Once you have your service numbers, they can then be assigned to an audio conferencing bridge. To do this, see
Change the toll or toll free numbers on your Audio Conferencing bridge.
Port or transfer existing service numbers
If you want to transfer service numbers from your current service provider or carrier, you need to manually
submit a port order to Microsoft. You have to submit separate port orders for each type of service number (toll vs.
toll-free) that you will be transferring using a Letter of Authorization (LOA). In the Letter of Authorization (LOA),
you must select the correct type of service number. When contacting Microsoft support, please make sure you
specify that you are transferring a service number (and not a user or subscriber number), or the concurrent calling
capacity may not be enough to handle call volumes. If you want to transfer phone numbers or do other things
with your phone numbers, see Manage phone numbers for your organization.
NOTE
If you need to get more telephone numbers than this, please contact support for business products - Admin Help.
Related topics
It's easy to transfer your phone numbers from your current service provider to Microsoft Teams. After you port
your phone numbers to Teams, Microsoft will become your service provider and will bill you for those phone
numbers.
Before you start transferring phone numbers, we recommend that you review the information in Transferring
phone numbers common questions. If you have service numbers for dial-in conferencing bridges, auto
attendants or other service numbers, toll-free phone numbers, or have more than 999 user (subscriber) phone
numbers that you need to transfer to Teams, see Manage phone numbers for your organization to download
the correct forms and send them to us.
NOTE
We process port orders for transferring phone numbers only on U.S. business days and not on public holidays or
weekends.
How to create a port order and transfer your phone numbers to

Teams
NOTE
If you have service numbers for dial-in conferencing bridges, auto attendants or other service numbers, toll-free phone
numbers or have more than 999 user (subscriber) phone numbers that you need to transfer to Teams, see Manage
phone numbers for your organization to select the correct country or region and download the correct forms and send
them to us.

1. Go to the Microsoft Teams admin center > Legacy portal.
2. In the left navigation go to Voice > Port orders > click Add.
3. On the New Local Number Port Order page, read the information and then click Let's get started.
4. On the Account info page, enter the following and then click Next:
Account number Account number for the service provider or carrier.
Billing telephone number must be in the E.164 format (requires a + sign to prepend the
number). For example, for a North America number, use the format +1XXXYYYZZZZ.
PIN to unblock number PIN - if needed by your current service provider or carrier.
Company name This is the name of your company or organization.
NOTE
The Company name box will only accept 25 characters that includes spaces. If the company's name is
longer than 25 characters, the first 25 characters of the name will be submitted and the port order will
still be processed.
Authorizing person Authorized user's name.
NOTE
The Authorizing person box will only accept 15 characters that includes spaces. If the authorized
person's name is longer than 15 characters, the first 15 characters of the name will be submitted and the
port order will still be processed.
Service address Service address for the account. This will be listed on the bill from your service
provider or carrier.
City, State, Zip of the service address.
5. On the Numbers page, enter the phone numbers that you want to transfer in E.164 format. For
example, for a North America number, use the format +1XXXYYYZZZZ. Use a comma to separate
multiple phone numbers.
NOTE
If you are doing a full-port, you need to include the service Billing Telephone Number (BTN) in the list. If you are
doing a partial-port, leave the service Billing Telephone Number (BTN) out of this list.
If you are doing a full-port, select I am transferring all my numbers from my current carrier. If you
are doing a partial-port, select I'm only transferring some of my numbers. After you choose the right
one, click Check number portability.
6. Click Proceed.
7. On the Transfer date page, on the Day drop-down list, select the date and under the Start time drop-
down list, select the time (EST) and then click Next.
8. On the Letter of authorization page, check each of the following boxes. Then under the Signature
box, type the person that is authorized to make changes to the account. This is the same name that is
used on the Account Information page > Authorizing person. Then click Next.
9. On the Submit page under Other people to notify enter any other email address of the people you
want to and click Submit port order. The port order will now be listed on the Port orders page. You
can view the status of the order under Status column. You can view details of the port order such as the
Order ID, Submitted, Transfer date and Status. You can see more details for the port order in the
Action pane, including the name of the carrier.
What happens next?

Once your port order has been submitted and received, you will be sent an email that verifies your port order.
Your port order request will be checked and updated daily and you will be notified of its progress and status in
email. If your request is rejected, you will be asked to open a support ticket and in that support ticket we ask
that you provide Port Order ID. The port order ID can be found in the Skype for Business admin center under
Voice > Port orders > Order ID column.
What if I have problems?
The service address isn't the same as the billing address. The address information I submitted on the
order matches my customer's bill copy, why is it still rejecting? Most carriers will identify the porting
information based on the service address information, not the billing address. Since a bill copy is a billing
record, it may not provide the same information as the service address for the telephone number(s) being
ported.
What should I do if my order is taking too long to process? We want number porting to be a very simple
and quick process. If your order is taking longer than you think it should and the status still doesn't show as
complete in the Skype for Business admin center, please open a support ticket and include the port order ID.
Related topics
The following are frequently asked questions about transferring phone numbers to Microsoft Teams. After
reviewing the answers, you should be ready to create a port order and transfer your phone numbers. See
Transfer phone numbers to Office 365 for instructions.
What countries or regions support number porting?

You can port or transfer phone numbers in all of the supported countries or regions, but how you submit a port
order request depend on the country or region where the phone numbers come from. You can see a listing of the
countries and regions that are supported by Countries and region availability for Audio Conferencing and Calling
Plans.
When you are doing phone number management tasks such as transferring (porting) numbers or getting phone
numbers that are aren't available in the Skype for Business admin center, see Manage phone numbers for your
organization.
What numbers can be transferred?

YOU CAN TRANSFER:
In general, you can transfer any phone number that is from a supported provider, including:
Land line phone numbers.
Mobile device phone numbers such as those used for cell phone and tablets, etc.
NOTE
Transferring mobile numbers is only available in the U.S. and Puerto Rico.
Toll phone numbers.

Toll-free phone numbers.
NOTE
Universal International Freephone Number (UIFN) can't be transferred to us.
Service phone numbers such as those used for conference bridges, auto attendants, etc.
Fax phone numbers, but they can't be used for faxing. They will have to be assigned to a user.
VoIP phone numbers from a phone provider such as Vonage or RingCentral.
Skype for Business Hybrid phone numbers. If you want to transfer these numbers, you need send email to
us at ptn@microsoft.com.
YOU CANNOT TRANSFER:
NOTE
At this time, you can't transfer any phone number or numbers that aren't from a supported country/region, including
phone numbers from a VoIP phone provider. To see a list of supported countries/regions, see Country and region
availability for Audio Conferencing and Calling Plans
Phone numbers used for data connections like for DSL lines or broadband Internet connections.
Phone numbers dedicated to faxing.
If you have existing dedicated phone numbers that are being used for faxing, you can transfer these
numbers over to Teams but your fax services won't continue to work as expected. Faxing services aren't
available to Teams customers, even if you have licenses for Phone System, Domestic Calling Plan or
International Calling Plan.
If you port the phone number to Teams, you can assign this phone number to a user in your organization
instead of using it for faxing.
NOTE
At this time in the United Kingdom (U.K.), we currently don't support transferring UK non-geographic numbers including
shared cost numbers for area codes 0843, 0844, 0845, 0870, 0871, 0872.
What information will I need to provide?

You'll need to have all of the account information for your current carrier. The information you will need to put in
the port order is mostly found on the most recent bill or invoice from your current service provider. You'll also
need to know whose name is on the account and of course what numbers you want to port.
What are full-port and partial-port transfers?

When you are porting phone numbers to Office 365, you have the option to transfer all of your numbers, or
some of them.
Full-port This is when you transfer all of your numbers from your current service provider to Teams.
When you are asked for the phone numbers you want to transfer, you must include the billing telephone
number along with all of the other phone numbers on your account.
For example, let's say your billing telephone number is +1 425 -555 -1234 and you want to port all of your
25 phone numbers (+1 425 -555 -1235 through 1259). When you follow the instructions below to transfer
your numbers, you would enter: +14255551234 - +14255551259.
Partial-port This is when you are only transferring some of your phone numbers from your current
service provider to Teams. When you are want to port some of the phone numbers tied to the same billing
telephone number, you ** must not include ** the billing telephone number along with all of the other
phone numbers on your account.
For example, let's say your billing phone number (BTN ) is +1 425 -555 -1234 and you want to port only 5
of your 25 phone numbers (+1 425 -555 -1235 through 1259). When you follow the instructions below to
transfer your numbers, you would enter: +1 425 555 1235 - +1 425 555 1239.
Can I submit a single number porting request for all of my numbers at

one time?
A unique request is needed for each carrier and type of number being ported.
For example, you need to submit a unique number porting request for each of the following types of numbers:
Local Toll numbers, also known as subscriber numbers or geographic numbers
Toll Free numbers with area codes such as: 800, 844, 855, 866, 877 and 888
Mobile numbers
Service numbers that can be used for Audio Conferencing in Office 365.
Here's more information about submitting number porting requests for each of these types of numbers:
Telephone numbers provided by different carriers require a unique porting request for numbers with
each carrier.
Toll Free numbers with area codes such as: 800, 844, 855, 866, 877 and 888 cannot be included in a
number porting request with other types of numbers. To port these Toll Free numbers, you must Manually
submit a custom service request; they cannot be submitted in the Skype for Business admin center. See
Manage phone numbers for your organization.
It's important to use the correct LOA for the country, and type of phone numbers, you want to port. You
can download the LOA that you need download the Letter of Authorization (LOA) that you need here.
Mobile numbers require a PIN code to authorize the transfer. Therefore, they need separate number
porting request.
Service number porting requests need to be submitted by themselves. They cannot be submitted with
other types of numbers.
How long does it take to port numbers?

After you've completed the port order request, it will take between 7-14 days to be processed. However,
depending on your service provider it may take up to 30 days. After the phone numbers are ported over, you will
get an email from us telling you that you are good to go.
You can check the status of your port order by going to the Skype for Business admin center > Voice > Port
orders. The status will be listed in the window under the Status column.
Can user (subscriber) phone numbers be converted to service

numbers?
Yes they can. All you need to do is submit a service request that includes your organization's tenant GUID and the
phone numbers you want converted. To do this go see Manage phone numbers for your organization.
Common mistakes to watch out for

Number porting is easy to do. Your order can get messed up, however, when there is a problem with the phone
service provider, the order is incomplete and missing information, or there are typos.
Here are the most common mistakes we see customers make when they port numbers. Save yourself a call to
customer support and double-check for these errors.
Make sure the account information you give matches exactly what your phone carrier has on record.
Mismatched information is the most common cause of errors and delay your port order. Verify the
following is true:
Authorized name is correct.
Address is correct.
Account number is correct.
Billing Telephone Number (BTN ) is correct.
Make sure there are no advanced call control features, for example, Call Hunt, Distinctive Ring, that are
enabled on these telephone numbers.
Make sure you haven't placed any new service orders or disconnects with your current service provider.
Make sure all numbers are from the same carrier and the same account.
Make sure your service is active. Freezing the account prevents the change of carriers on the account. The
authorized user will need to submit an order to the current carrier to remove the freeze. This process can
take 1-3 weeks depending on the carrier.
Can you transfer or port out numbers?

To transfer or port out phone numbers from Teams to another telephone service provider or carrier, you will need
to set a PIN. After you set the PIN, you need to include it when you request to port a phone number out. To see
how to set up your PIN, see Set your PIN for transferring numbers to a new service provider.
NOTE
Related topics
What are dial plans?
A dial plan is a named set of normalization rules that translate dialed phone numbers by an individual user into an
alternate format (typically E.164) for purposes of call authorization and call routing.
A dial plan consists of one or more normalization rules that define how phone numbers expressed in various
formats are translated to an alternate format. The same dial string may be interpreted and translated differently in
different dial plans, so depending on which dial plan is assigned to a given user, the same dialed number may be
translated and routed differently.
See Create and manage dial plans to create and manage tenant dial plans.
Tenant dial plan scope

A dial plan's scope determines the hierarchical level at which the dial plan can be applied. The scopes are different
than in a Skype for Business Server on-premises deployment. Clients obtain the appropriate dial plan through
provisioning settings that are automatically provided when users log on to Teams or Skype for Business Online. As
an administrator, you can manage and assign dial plan scope levels by using Remote PowerShell.
In Teams and Skype for Business Online, there are two types of dial plans: service scoped and tenant (which is for
your organization) scoped. A service scoped dial plan is defined for every country or region where the Office 365
Phone System is available. Each user is automatically assigned the service country dial plan that matches the
Office 365 Usage Location assigned to the user. You can't change the service country dial plan, but you can create
tenant scoped dial plans, which augment the service country dial plan. As clients are provisioned, they obtain an
"effective dial plan," which is a combination of the service country dial plan and the appropriately scoped tenant
dial plan. Therefore, it's not necessary to define all normalization rules in tenant dial plans as they might already
exist in the service country dial plan.
Tenant dial plans can be further broken into two scopes - tenant scope or user scope. If a tenant defines and
assigns a user scoped dial plan, then that user will be provisioned with an effective dial plan of the user's service
country dial plan and the assigned user dial plan. If a tenant defines a tenant scoped dial plan but doesn't assign a
user scoped dial plan, then that user will be provisioned with an effective dial plan of the user's service country dial
plan and the tenant dial plan.
The following is the inheritance model of dial plans in Teams and Skype for Business Online.
The following are the possible effective dial plans:

Service Country If no tenant scoped dial plan is defined and no tenant user scoped dial plan is assigned to the
provisioned user, the user will receive an effective dial plan mapped to the service country associated with their
Office 365 Usage Location.
Tenant Global - Service Country If a tenant user dial plan is defined but not assigned to a user, the provisioned
user will receive an effective dial plan consisting of a merged tenant dial plan and the service country dial plan
associated with their Office 365 Usage Location.
Tenant User - Service Country If a tenant user dial plan is defined and assigned to a user, the provisioned user
will receive an effective dial plan consisting of the merged tenant user dial plan and the service country dial plan
associated with their Office 365 Usage Location.
See Create and manage dial plans to create your tenant dial plans.
Planning for tenant dial plans

To plan custom dial plans, follow these steps:
Step 1 Decide whether a custom dial plan is needed to enhance the user dialing experience. Typically, the
need for one would be to support non-E.164 dialing, such as extensions or abbreviated national dialing.
Step 2 Determine whether tenant global or tenant user scoped dial plans are needed, or both. User scoped
dial plans are needed if users have different local dialing requirements.
Step 3 Identify valid number patterns for each required dial plan. Only the number patterns that are not
defined in the service level country dial plans are required.
Step 4 Develop an organization-wide scheme for naming dial plans. Adopting a standard naming scheme
assures consistency across an organization and makes maintenance and updates easier.
The FastTrack has additional resources and partners that can assist you with implementing tenant dial plans.
Creating your new tenant dial plan

When you create a new dial plan, you must put in the information that is required.
Name and simple name
For user dial plans, you should specify a descriptive name that identifies to the users the dial plan will be assigned.
The dial plan Simple Name is prepopulated with a string that is derived from the dial plan name. The Simple
Name field is editable, which enables you to create a more descriptive naming convention for your dial plans. The
Simple Name value cannot be empty and must be unique. A best practice is to develop a naming convention for
your entire organization and then use this convention consistently across all sites and users.
Description
We recommend that you type the common, recognizable name of the geographic location or group of users to
which the corresponding dial plan applies.
External access prefix
You can specify an external access prefix of up to four characters (#, *, and 0-9) if users need to dial one or more
additional leading digits (for example, 9) to get an external line.
NOTE
If you specify an external access prefix, you don't need to create an additional normalization rule to accommodate the prefix.
See Create and manage dial plans to create your tenant dial plans.
Normalization rules
Normalization rules define how phone numbers expressed in various formats are to be translated. The same
number string may be interpreted and translated differently, depending on the locale from which it is dialed.
Normalization rules may be necessary if users need to be able to dial abbreviated internal or external numbers.
One or more normalization rules must be assigned to the dial plan. Normalization rules are matched from top to
bottom, so the order in which they appear in a tenant dial plan is important. For example, if a tenant dial plan has
10 normalization rules, the dialed number matching logic will be tried starting with the first normalization rule, if
there isn't a match then the second, and so forth. If a match is made, that rule is used and there is no effort to
match any other rules that are defined. There can be a maximum of 25 normalization rules in a given tenant dial
plan.
Determining the required normalization rules
Because any tenant dial plan is effectively merged with a given user's service country dial plan it, it is likely that the
service country dial plan's normalization rules need to be evaluated in order to determine which tenant dial plan
normalization rules are needed. The Get-CsEffectiveTenantDialPlan cmdlet can be used for this purpose. The
cmdlet takes the user's identity as the input parameter and will return all normalization rules that are applicable to
the user.
Creating normalization rules
Normalization rules use .NET Framework regular expressions to specify numeric match patterns that the server
uses to translate dial strings to E.164 format for the purpose of performing reverse number lookup. Normalization
rules can be created by specifying the regular expression for the match and the translation to be done when a
match is found. When you finish, you can enter a test number to verify that the normalization rule works as
expected.
For details about using .NET Framework regular expressions, see .NET Framework Regular Expressions.
See Create and manage dial plans to create and manage normalization rules for your tenant dial plans.
Sample normalization rules
The following table shows sample normalization rules that are written as .NET Framework regular expressions.
The samples are examples only and are not meant to be a prescriptive reference for creating your own
normalization rules.
Normalization rules using .NET Framework regular expressions
Rule name Description Number pattern Translation Example
4digitExtension Translates 4-digit ^(\d{4})$ +1425555$1 0100 is translated to

extensions. +14255550100
5digitExtension Translates 5-digit ^5(\d{4})$ +1425555$1 50100 is translated to

extensions. +14255550100
7digitcallingRedmond Translates 7-digit ^(\d{7})$ +1425$1 5550100 is translated

numbers to Redmond to +14255550100
local numbers.
RedmondOperator Translates 0 to ^0$ +14255550100 0 is translated to

Redmond Operator. +14255550100
RedmondSitePrefix Translates numbers ^6222(\d{4})$ +1425555$1 62220100 is

with on-net prefix (6) translated to
and Redmond site +14255550100
code (222).
5digitRange Translates 5-digit ^([3-7]\d{4})$ +142555$1 54567 is translated to

extensions starting +14255554567
with the digit range
between 3-7 inclusive.
PrefixAdded Adds a country prefix ^([2-9]\d\d[2- 1$1 4255554567 is
in front of a 9 digit 9]\d{6})$ translated to
number with 14255554567
restrictions on the
first and third digits.
NoTranslation Match 5 digits but no ^(\d{5})$ $1 34567 is translated to

translation. 34567
Redmond dial plan based on normalization rules shown above.
THE FOLLOWING TABLE ILLUSTRATES A SAMPLE DIAL PLAN FOR REDMOND, WASHINGTON, UNITED STATES, BASED ON THE
NORMALIZATION RULES SHOWN IN THE PREVIOUS TABLE.
Redmond dial plan
5digitExtension
7digitcallingRedmond
RedmondSitePrefix
RedmondOperator
NOTE
The normalization rules names shown in the preceding table do not include spaces, but this is a matter of choice. The first
name in the table, for example, could have been written "5 digit extension" or "5-digit Extension" and still be valid.
Related topics
Manage phone numbers for your organization Emergency calling terms and conditions
After you have planned the dial plans for your organization and figured out all of the normalization rules that
need to be created for call routing, you will need to use Windows PowerShell to create the dial plans and make
any setting changes.
NOTE
The Skype for Business admin center can't be used for creating and managing dial plans.
Verifying and starting Remote PowerShell

Check that you are running Windows PowerShell version 3.0 or higher
1. To verify that you are running version 3.0 or higher: Start Menu > Windows PowerShell.
2. Check the version by typing Get-Host in the Windows PowerShell window.
4. You will also need to install the Windows PowerShell module for Skype for Business Online that enables
you to create a remote Windows PowerShell session that connects to Skype for Business Online. This
module, which is supported only on 64-bit computers, can be downloaded from the Microsoft Download
Center at Windows PowerShell Module for Skype for Business Online. Restart your computer if you are
prompted.
NOTE
PowerShell module.
Import-Module "C:\\Program Files\\Common Files\\Skype for Business

Online\\Modules\\SkypeOnlineConnector\\SkypeOnlineConnector.psd1"
If you want more information about starting Windows PowerShell, see Connect to all Office 365 services in a
single Windows PowerShell window or Connecting to Skype for Business Online by using Windows PowerShell.
Creating and managing your dial plans
You can either use a single cmdlet or a PowerShell script to create and manage tenant dial plans.
Using single cmdlets
To create a new dial plan, run:
New-CsTenantDialPlan -Identity RedmondDialPlan -Description "Dial Plan for Redmond" -

NormalizationRules <pslistmodifier> -ExternalAccessPrefix 9 -SimpleName "Dial-Plan-for-Redmond"
For other examples and parameters, see New -CsTenantDialPlan.

To make setting changes to an existing dial plan, run:
Set-CsTenantDialPlan -Identity RedmondDialPlan -NormalizationRules <pslistmodifier> -

ExternalAccessPrefix 9
-SimpleName "Dial-Plan-for-Redmond"
For other examples and parameters, see Set-CsTenantDialPlan.

To add users to a dial plan, run:
Grant-CsTenantDialPlan -Identity amos.marble@contoso.com -PolicyName RedmondDialPlan
For other examples and parameters, see Grant-CsTenantDialPlan.

To view the settings on a dial plan, run:
Get-CsTenantDialPlan -Identity RedmondDialPlan
For other examples and parameters, see Get-CsTenantDialPlan.

To delete a dial plan, run:
Remove-CsTenantDialPlan -Identity RedmondDialPlan -force
For other examples and parameters, see Remove-CsTenantDialPlan.

To see the settings of the effective dial plan, run:
Get-CsEffectiveTenantDialPlan -Identity amos.marble@contoso.com
For other examples and parameters, see Get-CsEffectiveTenantDialPlan.

To test the effective settings of a dial plan, run:
Test-CsEffectiveTenantDialPlan -DialedNumber 14255551234 -Identity 1849827b-a810-40a8-8f77-

e94250d4680b_US_TenantDialPlanRedmond
For other examples and parameters, see Test-CsEffectiveTenantDialPlan.

Using a PowerShell script
Run this to delete a normalization rule that is associated with a tenant dial plan without needing to deleting the
tenant dial plan first:
$b1=New-CsVoiceNormalizationRule -Identity Global/NR4 -InMemory

Set-CsTenantDialPlan -Identity RedmondDialPlan -NormalizationRules @{add=$b1}
(Get-CsTenantDialPlan -Identity RedmondDialPlan).NormalizationRules
$b2=New-CsVoiceNormalizationRule -Identity Global/NR4 -InMemory
Set-CsTenantDialPlan -Identity RedmondDialPlan -NormalizationRules @{remove=$b2}
Run this to add the following normalization rule to the existing tenant dial plan named RedmondDialPlan.
$nr1=New-CsVoiceNormalizationRule -Parent Global -Description 'Organization extension dialing' -Pattern

'^(\\d{3})$' -Translation '+14255551$1' -Name NR1 -IsInternalExtension $false -InMemory
Set-CsTenantDialPlan -Identity RedmondDialPlan -NormalizationRules @{add=$nr1}
Run this to remove the following normalization rule from the existing tenant dial plan named RedmondDialPlan.
$nr1=New-CsVoiceNormalizationRule -Parent Global/NR1 -InMemory

Set-CsTenantDialPlan -Identity DP1 -NormalizationRules @{remove=$nr1}
Run the following when you want to also examine the existing normalization rules, determine which one you
want to delete, and then use its index to remove it. The array of normalization rules starts with index 0. We would
like to remove the 3-digit normalization rule, so that is index 1.
Get-CsTenantDialPlan RedmondDialPlan).NormalizationRules
Description : 4-digit
Pattern : ^(\\d{4})$
Translation : +1426666$1
Name : NR2
IsInternalExtension : False
Description : 3-digit
Pattern : ^(\\d{3})$
Translation : +14255551$1
Name : NR12
IsInternalExtension : False
$nr1=(Get-CsTenantDialPlan RedmondDialPlan).NormalizationRules[Number 1]
Set-CsTenantDialPlan -Identity RedmondDialPlan -NormalizationRules @{remove=$nr1}
Run this to find all users who have been granted the RedmondDialPlan tenant dial plan.
Get-CsOnlineuser | where-Object {$_.TenantDialPlan -eq "RedmondDialPlan"}
Run this to delete policyname for all users who have HostingProvider sipfed.online.lync.com.
Get-CsOnlineUser -Filter {HostingProvider -eq “sipfed.online.lync.com”} | Grant-CsTenantDialPlan -policyname

$null
Run these to add the existing on-premises dial plan named OPDP1 as a tenant dial plan for your organization.
You need to first save the on-premises dial plan to an .xml file, and then use it to create the new tenant dial plan.
Run this to save the on-premises dial plan to the .xml file.
$DPName = "OPDP1"
$DPFileName = "dialplan.xml"
Get-CsDialplan $DPName | Export-Clixml $DPFileName
Run this to create the new tenant dial plan.
$DPFileName = "dialplan.xml"
$DP = Import-Clixml $DPFileName
$NormRules = @()
ForEach($nr in $dp.NormalizationRules)
{
$id1 = "Global/" +$nr.Name
$nr2 = New-CsVoiceNormalizationRule -Identity $id1 -Description $nr.Description -Pattern $nr.Pattern -
Translation $nr.Translation -IsInternalExtension $nr.IsInternalExtension -InMemory
$NormRules += $nr2
}
New-CsTenantDialPlan -Identity $dp.SimpleName -ExternalAccessPrefix $dp.ExternalAccessPrefix -Description
$dp.Description -OptimizeDeviceDialing $dp.OptimizeDeviceDialing -SimpleName $dp.SimpleName -
NormalizationRules $NormRules
Want to know more about Windows Powershell?

Windows PowerShell, you can manage Office 365 and Skype for Business Online using a single point of
Related topics
What are emergency locations, addresses, and call
routing?
When you are configuring Calling Plans in Office 365, you have to assign an emergency address to each telephone
number when you either get the phone number or assign it to a user to support emergency calling. And before
you can assign an emergency address to a phone number, you must create and validate the emergency address.
Validation ensures that the emergency address is recognized and that it is in a correct format that can be used by
emergency response services. Optionally, you can add a location within the emergency address to provide a more
specific location for the user. For example, the emergency location could be a floor, wing, or office that is linked to a
specific emergency address. Although emergency address are validated, locations aren't.
What are emergency addresses?

An emergency address is required for active telephone numbers, but when it's required depends on the
country/region. In the United States, an emergency address is required when a number is assigned to a user. For
other countries, such as in Europe, the Middle East, and Africa (EMEA), an emergency address is required when
you get the phone number from Office 365 or when it's transferred from another service provider or carrier.
An emergency address may be referred to as a civic address, street address, or a physical address. It is the street or
civic address of a place of business for your organization. For example, the address 12345 North Main Street,
Redmond, WA 98052 is used to route emergency calls to the appropriate dispatch authorities and to assist in
locating the emergency caller. It's likely that you will need more than one emergency address if your business has
more than one physical business location.
Validating an emergency address involves making sure that it is legitimate and correctly formatted for emergency
response services. It's possible to create and save an emergency address that isn't validated, but only validated
addresses can be associated with a user. Once an emergency address is validated and saved, it can be assigned to a
user. If you need to change a saved validated emergency address, you will need to create a new one.
What are emergency locations?

An emergency location is associated with an emergency address to give a more exact location within a building. An
emergency location is typically a floor, building wing, or office number where the user is located. You can have an
unlimited number of locations associated with an emergency address.
When you assign an emergency address to a user, it is actually a location ID that is referenced when you assign the
address. The location ID includes the referenced emergency address (the street or civic address). A default
emergency location is included with an emergency address for cases in which in-building locations aren't needed.
What is emergency call routing?

Emergency addresses and locations are used during the process of routing emergency calls to the appropriate
dispatch center when dispatching emergency first responders. When a Teams or Skype for Business user dials an
emergency number, how the call is routed to the serving Public Safety Answering Point (PSAP ) will vary by
country/region. In some countries, such as the United States and the United Kingdom, the calls will first be
screened to determine the current location of the user before connecting the call to the appropriate dispatch center.
In other countries/regions, calls will be routed directly to the dispatch center serving the phone number associated
with the emergency caller.
Create, add, and assign emergency locations and addresses to your
users
1. Plan for emergency locations. The first step is to plan for your emergency locations. You need to list all of
your physical addresses. Then, based on that, determine whether locations for the emergency addresses are
needed and if so, what they are. For example, if a business has 3 office buildings each with 4 floors, it is
likely that there need to be 3 emergency addresses, with floors 1-4 listed as a location for each.
2. Create and validate your emergency locations. The next step is to create and validate your emergency
addresses. When you create an emergency address, you can validate it. To create an emergency address, see
Add or remove an emergency address for your organization.
IMPORTANT
Validating a street or civic address involves making sure that it is legitimate and correctly formatted. It is possible that
a partially correct emergency address, such as a mistyped name of the city, may still pass validation. The validation
process uses all parts of a given address to determine if it contains enough information to route the call to the
appropriate emergency dispatch center. If so, it will be returned as validated and then can be assigned to a phone
number.
3. Get phone numbers. The next step is to get phone numbers for your users. You can do this by getting new
phone numbers from Office 365 or by "porting" or transferring your existing phone numbers over to Office
365. To see the complete steps, see Transfer phone numbers to Office 365.
4. Assign phone numbers. The last step is to enable users to make and receive phone calls. To do this, you
must assign a phone number to each user. See Assign, change, or remove a phone number for a user to
assign a phone number.
NOTE
Related topics
What is address validation?
Emergency Calling Labels
These are emergency calling (911) disclaimer labels or stickers for use with Avery 5160 address labels (1" x 2 5/8")
or can be sized if you want to use other types of labels.
Click to download a .zip file for Emergency Calling labels (en-us).
Related topics
Country and
region
availability for
Audio
Conferencing
and Calling
Plans
7/26/2019 • 6 minutes to read
• Edit Online
You can select a country or region to

see what cloud voice features are
available to your organization.
Select your country or

region to see what's
available for your
organization
If you are looking for a
spreadsheet with all countries and
regions, download and save the
Cloud voice feature
country/region availability
spreadsheet.
After you look to see if one of the

Skype for Business or Microsoft
Teams services are available, you can
see Skype for Business and Microsoft
Teams add-on licensing to help you
buy licenses and assign them to your
users.
NOTE
If you need to get more telephone
numbers for your users, see Getting
phone numbers for your users or, for
phone number request forms,
Manage phone numbers for your
organization.
Want to learn more
about these services?
Audio Conferencing
Sometimes people in your
organization will need to use a phone
to call in to a meeting. Skype for
Business and Microsoft Teams
include the Audio Conferencing
feature for just this situation! People
can call in to meetings using a phone
instead of using the Skype for
Business and Microsoft Teams apps
on a mobile device or PC. After you
have decided you want Audio
Conferencing for your organization,
you need to buy one Audio
Conferencing license for each
person in your organization who is
going to schedule/host an audio
meeting.
With Audio Conferencing, there are
toll and toll free phone numbers that
can be used by your users to dial-in
to meetings. Toll numbers from the
following countries or regions are
automatically assigned as shared
audio conferencing numbers to
organizations when they're enabled
for Audio Conferencing. Dedicated
toll and toll-free numbers can be
assigned to your organization from
additional cities.
IMPORTANT
There isn't a resource that contains a
listing of all of the dial-in numbers for
Audio Conferencing. To find out if
there are dial-in phone numbers
available in your area or
country/region, go to Skype for
Business admin center > Voice >
Phone Numbers, click Add, and
then click New Service Numbers.
Use the lists for Country/Region,
State/Region, and City to filter your
search. If you are looking for toll-free
service numbers, select Toll-Free
from the State/Region list.
To see more about Audio

Conferencing, see Audio
Conferencing common questions
Using the Call Me feature or when adding
other people to a meeting so they can join it
In Audio Conferencing there is a
feature named "Call Me" and it can
be used to let other people join a dial-
in meeting. Use the drop down list
above to search for the
country/region and see if this feature
is available.
Cau t i on
Dialing out to toll-free or free phone

numbers may not be possible,
because some toll-free numbers only
function from within a certain
country or area within a country. For
example, if you dial out from the
United States to a toll-free number in
Brazil, the call may not be successful
because the call didn't originate from
within Brazil or from a specific region
within Brazil. The ability to dial out to
toll-free numbers varies widely
depending on the restrictions of the
toll-free number dialed.
Unfortunately, within Office 365, we
can't control this behavior, and as a
result, your experience may vary
depending on the toll-free number
dialed and the restrictions of the toll-
free number.
Dialing out from a meeting to
another country/region in the world
that is not listed below is available
using Office 365 Communication
Credits. For those users, you will
need to Set up Communications
Phone System
With Phone System, you can create
auto attendants and call queues (with
a toll or toll-free number) to answer
incoming calls for your organization,
and when you add a Calling Plan for
users they can use Skype for
Business to take care of basic call-
control tasks, such as placing and
receiving calls, transferring calls, and
muting and unmuting calls. Phone
System users can click a name in
their address book and Skype for
Business will place a call to that
person. To place and receive calls,
Phone System users can use their
mobile devices, a headset with a
laptop or PC, or one of many IP
phones that work with Skype for
Business.
The availability of toll phone

numbers from some of these
locations might vary at any given
time depending on inventory
levels. In addition to getting
phone numbers for individual
users from Office 365, it's also
possible to search and acquire toll
or toll-free phone numbers for
services such as Audio
Conferencing (for conference
bridges), auto attendants and call
queues. These are called service
numbers. See Getting service
phone numbers to get phone
numbers. But for your users, after
you assign a Calling Plan to them,
you can assign a user phone
number so they can make and
receive phone calls. To find those
phone numbers, go to Getting
phone numbers for your users.
You can also see Assign, change,
or remove a phone number for a
user.
NOTE
The availability of toll phone numbers
from some of these locations might
vary at any given time depending on
inventory levels.
Use the drop-down list at the top of

the page to search for a country or
region and what services are
available.
Calling Plans
Along with Phone System, a Calling
Plans let users make and receive
phone calls. You first need to get a
user (subscriber) phone number (not
a service number) to assign to the
user, and then assign a Calling Plan.
There are two types of Calling Plans
available: Domestic and Domestic
and International. See Phone
System and Calling Plans for more
details.
You can also see Phone System and
Calling Plans licensing for licensing
information.
NOTE
The country/region is based on the
location of the user's license in the
Microsoft 365 admin center >
Active Users and not the billing
address listed under the
Organization Profile in the
Microsoft 365 admin center.
Toll and toll-free phone numbers for

services
In addition to getting phone numbers
for individual users from Office 365,
it's also possible to search and
acquire toll or toll-free phone
numbers for services such as Audio
Conferencing (for conference
bridges), auto attendants, and call
queues. These are called service
numbers.
The following is a list of capitals and
major cities from where you can get
toll service numbers to use with
Audio Conferencing and Calling
Plans. You can get toll service
numbers from these locations using
the Skype for Business admin
center.
If you want to get a toll or toll-free
service number, you can see Getting
service phone numbers. If you
already have a toll or toll-free service
number that you want to transfer
from a different provider, see Manage
phone numbers for your
organization.
Use the drop down list at the top of
the page to search for a country or
region and what services are
available.
We recommend that you set up
Communications Credits for your
Audio Conferencing and Calling
Plans users that need the ability to
dial out to any destination. Many
countries/regions are included, but
some destinations might not be
included in your Calling Plan or
Audio Conferencing subscriptions.
If you don't set up Communications
Credits and assign a license to users
and you run out minutes for your
organization (depending on your
Calling Plan or Audio Conferencing
plan or your country/region), they
won't be able to make calls or dial out
from meetings. You can find out more
information including recommended
funding amounts by reading What
are Communications Credits?
Related topics
Getting service phone numbers for
Skype for Business and Microsoft
Teams
Availability in Argentina
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Argentina.
Audio Conferencing
FEATURE DETAILS

Conferencing? Buenos Aires
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
Toll and toll free numbers for services

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Buenos Aires
Cordoba
La Plata
Mar Del Plata
Mendoza
San Miguel de Tucuman
Are toll free numbers available? Yes
If you want to get toll and toll free phone numbers for Audio Conferencing, Auto attendants and Call queues, see
FEATURE DETAILS
Related topics
Availability in Australia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Australia.
Audio Conferencing
FEATURE DETAILS
Are phone numbers automatically assigned for Audio No. Please contact us.
Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
IMPORTANT
Only available through Telstra for Australian-based tenants. For more information, see Telstra Calling for Office 365.
FEATURE DETAILS
Calling Plans are available to purchase? Yes, see Telstra Calling for Office 365.
Minutes available for Calling Plans See Telstra Calling for Office 365.
Can make outbound calls to? See Telstra Calling for Office 365.
IMPORTANT
To Delete Australian Subscriber numbers (Provided by Telstra) please contact Telstra directly. To update Emergency Address
information for Australian Subscriber numbers (Provided by Telstra) please contact Telstra directly. For more information, see
Telstra Calling for Office 365.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Adelaide
Brisbane
Canberra
Darwin
Melbourne
Newcastle
Perth
Sydney
Wollongong
If you want to get toll and toll-free phone numbers for auto attendants, call queues or audio conferencing service
numbers, please contact us.
FEATURE DETAILS
Related topics
Availability in Austria
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Austria.
Audio Conferencing
FEATURE DETAILS

Conferencing? Vienna
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Vienna
FEATURE DETAILS
Related topics
Availability in Bahrain
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Bahrain.
Audio Conferencing
FEATURE DETAILS

Conferencing? Manama
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Manama
FEATURE DETAILS
Related topics
Availability in Belarus
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Belarus.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Dial-out capability using the Call Me feature Available with Communications Credits pay per minute
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Belgium
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Belgium.
Audio Conferencing
FEATURE DETAILS

Conferencing? Brussels
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
600 minute for Domestic and International Calling
Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Bruges
Brussels
Charleroi
Ghent
Liege
Namur
If you want to get toll and toll-free phone numbers for Audio Conferencing, Auto attendant, and Call queues, see
FEATURE DETAILS
Related topics
Availability in Belize
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Belize.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Bosnia & Herzegovina
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Bosnia and
Herzegovina.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Brazil
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Brazil.
Audio Conferencing
FEATURE DETAILS

Conferencing? Sao Paulo
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Rio de Janeiro
Sao Paulo
FEATURE DETAILS
See also
Other Resources
Related topics
Availability in Brunei
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Brunei.
Audio Conferencing
FEATURE DETAILS
Are phone numbers automatically assigned for Audio Not applicable

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Bulgaria
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Bulgaria.
Audio Conferencing
FEATURE DETAILS

Conferencing? Sofia
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Plovdiv
Sofia
Varna
FEATURE DETAILS
Related topics
Availability in Canada
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Canada.
Audio Conferencing
FEATURE DETAILS

Conferencing? Toronto
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
FEATURE DETAILS
NOTE
Calls to the U.S. are treated as domestic calls.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Calgary
Montreal
Toronto
Vancouver
Winnipeg
NOTE
When a Calling Plan (domestic or domestic and international) user in the U.S. dials a phone number in Canada it will be
treated as a domestic call. This is also the case when a user in Canada will make a call to a U.S. number.
FEATURE DETAILS
Related topics
Availability in Chile
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Chile.
Audio Conferencing
FEATURE DETAILS

Conferencing? Santiago (only available to organizations within Chile)
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS

FEATURE DETAILS
Related topics
Availability in China
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for China.
Audio Conferencing
FEATURE DETAILS

Conferencing? Beijing
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Beijing
FEATURE DETAILS
Related topics
Availability in Colombia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Colombia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Bogota
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Bogota
Medellin
FEATURE DETAILS
Related topics
Availability in Costa Rica
calling plans.for Audio Conferencing and calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Costa Rica.
Audio Conferencing
FEATURE DETAILS
Are phone numbers automatically assigned for Audio Phone numbers aren't linked to a specific city or location.
Conferencing? If you want dedicated phone numbers, see Getting service
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Croatia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Croatia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Zagreb
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Osijek
Rijeka
Split
Zadar
Zagreb
FEATURE DETAILS
Related topics
Availability in Cyprus
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Cyprus.
Audio Conferencing
FEATURE DETAILS

Conferencing? Nicosia
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Nicosia
FEATURE DETAILS
Related topics
Availability in the Czech Republic
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the Czech Republic.
Audio Conferencing
FEATURE DETAILS

Conferencing? Prague
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Hradec Kralove
Liberec
Olomouc
Pilsen
Prague
FEATURE DETAILS
Related topics
Availability in Denmark
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Denmark.
Audio Conferencing
FEATURE DETAILS

Conferencing? Copenhagen
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Copenhagen
FEATURE DETAILS
Related topics
Availability in the Dominican Republic
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the Dominican
Republic.
Audio Conferencing
FEATURE DETAILS
Are phone numbers automatically assigned for Audio Yes, for Santiago. If you want dedicated phone numbers, see
Conferencing? Getting service phone numbers for Skype for Business and
Microsoft Teams.
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Ecuador
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Ecuador.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Egypt
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Egypt.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in El Salvador
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for El Salvador.
Audio Conferencing
FEATURE DETAILS

Conferencing? San Salvador
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? San Salvador
FEATURE DETAILS
Related topics
Availability in Estonia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Estonia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Tallinn
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Tallinn
FEATURE DETAILS
Related topics
Availability in Finland
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Finland.
Audio Conferencing
FEATURE DETAILS

Conferencing? Helsinki
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Helsinki
Tampere
Turku
FEATURE DETAILS
Related topics
Availability in France
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for France.
Audio Conferencing
FEATURE DETAILS

Conferencing? Paris
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
FEATURE DETAILS
Can make outbound calls to French premium numbers? Yes, fully supported when using Communications Credits to
pay per minute.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Angers
Bordeaux
Carcassonne
Dijon
Grenoble
Le Havre
Lille
Lyon
Marseille
Montpellier
Nantes
Nice
Paris
Reims
Rennes
Saint-Etienne
Strasbourg
Toulon
Toulouse
FEATURE DETAILS
Related topics
Availability in Georgia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Georgia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Tbilisi
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Tbilisi
FEATURE DETAILS
Related topics
Availability in Germany
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Germany.
Audio Conferencing
FEATURE DETAILS

Conferencing? Frankfurt
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
of domestic calling OR 600 minutes of international
calling (whichever is reached first within a calendar
month)
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Frankfurt
FEATURE DETAILS
Related topics
Availability in Greece
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Greece.
Audio Conferencing
FEATURE DETAILS

Conferencing? Athens
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Athens
Larissa
Patras
Thessaloniki
FEATURE DETAILS
Related topics
Availability in Honduras
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Honduras.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Hong Kong
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Hong Kong.
Audio Conferencing
FEATURE DETAILS

Conferencing? Hong Kong
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Hong Kong
FEATURE DETAILS
Related topics
Availability in Hungary
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Hungary.
Audio Conferencing
FEATURE DETAILS

Conferencing? Budapest
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Budapest
Debrecen
Miskolc
Szeged
FEATURE DETAILS
Related topics
Availability in India
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for India.
Audio Conferencing
FEATURE DETAILS

Conferencing? Mumbai
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Mumbai
FEATURE DETAILS
Related topics
Availability in Indonesia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Indonesia.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Ireland
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Ireland.
Audio Conferencing
FEATURE DETAILS

Conferencing? Dublin
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Dublin
FEATURE DETAILS
Related topics
Availability in Israel
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Israel.
Audio Conferencing
FEATURE DETAILS

Conferencing? Tel Aviv
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Haifa
Jerusalem
Tel Aviv
FEATURE DETAILS
Related topics
Availability in Italy
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Italy.
Audio Conferencing
FEATURE DETAILS

Conferencing? Milan
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Milan
FEATURE DETAILS
Related topics
Availability in Japan
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Japan.
IMPORTANT
Using SoftBank for calling in Japan is currently only available to Early Adopters (EA).
Audio Conferencing
FEATURE DETAILS

Conferencing? Tokyo
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
IMPORTANT
Only available through SoftBank for Japanese-based tenants. For more information, see SoftBank Calling for Office 365).
FEATURE DETAILS
Calling Plans are available to purchase? Yes, see SoftBank Calling for Office 365.
FEATURE DETAILS
Minutes available for Calling Plans See SoftBank Calling for Office 365.
Can make outbound calls to? See SoftBank Calling for Office 365.
IMPORTANT
To delete user (subscriber) numbers in Japan (Provided by SoftBank) please contact SoftBank directly. To update emergency
address information for user (subscriber) numbers in Japan (Provided by SoftBank) please contact SoftBank directly. For more
information, see SoftBank Calling for Office 365.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Tokyo
FEATURE DETAILS
Related topics
Availability in Jordan
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Jordan.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Kenya
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Kenya.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Latvia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Latvia.
Audio Conferencing
FEATURE DETAILS
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Aluksne
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Lithuania
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Lithuania.
Audio Conferencing
FEATURE DETAILS

Conferencing? Vilnius
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Vilnius
FEATURE DETAILS
Related topics
Availability in Luxembourg
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Luxembourg.
Audio Conferencing
FEATURE DETAILS

Conferencing? Luxembourg
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Luxembourg
FEATURE DETAILS
Related topics
Availability in Macedonia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Macedonia.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Malaysia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Malaysia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Kuala Lumpur
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Kuala Lumpur
FEATURE DETAILS
Related topics
Availability in Malta
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Malta.
Audio Conferencing
FEATURE DETAILS

Conferencing? Valletta
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Valletta
FEATURE DETAILS
Related topics
Availability in Mexico
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Mexico.
Audio Conferencing
FEATURE DETAILS

Conferencing? Mexico City
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Mexico City
FEATURE DETAILS
Related topics
Availability in Moldova
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Moldova.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Monaco
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Monaco.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in the Netherlands
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the Netherlands.
Audio Conferencing
FEATURE DETAILS

Conferencing? Amsterdam
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Amsterdam
FEATURE DETAILS
Related topics
Availability in New Zealand
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for New Zealand.
Audio Conferencing
FEATURE DETAILS

Conferencing? Wellington
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Auckland
Christchurch
Dunedin
Hamilton
Wellington
FEATURE DETAILS
Related topics
Availability in Norway
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Norway.
Audio Conferencing
FEATURE DETAILS

Conferencing? Oslo
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Oslo
FEATURE DETAILS
Related topics
Availability in Pakistan
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Pakistan.
Audio Conferencing
FEATURE DETAILS

Conferencing? Karachi
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Karachi
FEATURE DETAILS
Related topics
Availability in Panama
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Panama.
Audio Conferencing
FEATURE DETAILS

Conferencing? Panama City
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Panama City
FEATURE DETAILS
Related topics
Availability in Paraguay
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Paraguay.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Peru
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Peru.
Audio Conferencing
FEATURE DETAILS

Conferencing? Lima
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Lima
FEATURE DETAILS
Related topics
Availability in the Philippines
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the Philippines.
Audio Conferencing
FEATURE DETAILS

Conferencing? Manila
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Manila
FEATURE DETAILS
Related topics
Availability in Poland
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Poland.
Audio Conferencing
FEATURE DETAILS

Conferencing? Warsaw
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Bydgoszcz
Gdansk
Katowice
Krakow
Lodz
Lublin
Poznan
Szczecin
Warsaw
Wroclaw
FEATURE DETAILS
Related topics
Availability in Portugal
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Portugal.
Audio Conferencing
FEATURE DETAILS

Conferencing? Lisbon
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Lisbon
FEATURE DETAILS
Related topics
Availability in Puerto Rico
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Puerto Rico.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
Minutes available for Calling Plans 3000 domestic minutes or 600 international minutes
(whichever is reached first per calendar month). United States
domestic calling includes calls to all 50 U.S. states and Puerto
Rico. Users assigned with the license usage location of U.S.
and/or Puerto Rico share the same pool of minutes.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? San Juan
FEATURE DETAILS
Related topics
Availability in Qatar
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Qatar.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Romania
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Romania.
Audio Conferencing
FEATURE DETAILS
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Russia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Russia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Moscow
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Moscow
FEATURE DETAILS
Related topics
Availability in Saudi Arabia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Saudi Arabia.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Serbia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Serbia.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Singapore
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Singapore.
Audio Conferencing
FEATURE DETAILS

Conferencing? Singapore
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Singapore
FEATURE DETAILS
Related topics
Availability in Slovakia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Slovakia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Bratislava
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Bratislava
Kosice
Nitra
Presov
Zilina
FEATURE DETAILS
Related topics
Availability in Slovenia
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Slovenia.
Audio Conferencing
FEATURE DETAILS

Conferencing? Ljubljana
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Celje
Ljubljana
Maribor City
FEATURE DETAILS
Related topics
Availability in South Africa
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for South Africa.
Audio Conferencing
FEATURE DETAILS

Conferencing? Cape Town
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Cape Town
Durban
Johannesburg
FEATURE DETAILS
Related topics
Availability in South Korea
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for South Korea.
Audio Conferencing
FEATURE DETAILS

Conferencing? Seoul
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Spain
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Spain.
Audio Conferencing
FEATURE DETAILS

Conferencing? Madrid
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Barcelona
Madrid
FEATURE DETAILS
Related topics
Availability in Sri Lanka
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Sri Lanka.
Audio Conferencing
FEATURE DETAILS
Conferencing? you want dedicated phone numbers, seeGetting service
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Sweden
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Sweden.
Audio Conferencing
FEATURE DETAILS

Conferencing? Stockholm
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Gothenburg
Helsingborg
Linkoping
Malmo
Orebro
Stockholm
Uppsala
Vasteras
FEATURE DETAILS
Related topics
Availability in Switzerland
NOTE
You can get SERVICE numbers in Switzerland for use with conferencing, auto-attendant and call queues, but you cannot get
USER numbers in Switzerland as calling plans are not available.
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Switzerland.
Audio Conferencing
FEATURE DETAILS

Conferencing? Zurich
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Zurich
FEATURE DETAILS
Related topics
Availability in Taiwan
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Taiwan.
Audio Conferencing
FEATURE DETAILS

Conferencing? Taipei
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Taipei
FEATURE DETAILS
Related topics
Availability in Thailand
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Thailand.
Audio Conferencing
FEATURE DETAILS

Conferencing? Bangkok
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Bangkok
Chiang Mai
Chon Buri
Nakhon Ratchasima
FEATURE DETAILS
Related topics
Availability in Trinidad and Tobago
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Trinidad and Tobago.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Turkey
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Turkey.
Audio Conferencing
FEATURE DETAILS

Conferencing? Istanbul
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Ankara
Antalya
Istanbul
Izmir
FEATURE DETAILS
Related topics
Availability in the Ukraine
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Ukraine.
Audio Conferencing
FEATURE DETAILS
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in the United Arab Emirates (UAE)
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for United Arab Emirates.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in the United Kingdom (U.K.)
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the United Kingdom.
Audio Conferencing
FEATURE DETAILS

Conferencing? London
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS
FEATURE DETAILS
Can make outbound calls to premium numbers? Partially supported: Calls to shared cost numbers (prefixes
44843, 44844, 44845, 44870, 44871, 44872) are supported
using Communications Credits to pay per minute. Calls to
449XX prefixes are not supported.

FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Birmingham
Bolton
Bournemouth
Bradford
Brighton
Bristol
Coventry
Hull
Leeds
Leicester
Liverpool
London
Manchester
Newcastle
Nottingham
Plymouth
Sheffield
Stoke-on-Trent
Teesside (Middlesbrough)
FEATURE DETAILS
Related topics
Availability in the United States (U.S.)
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for the United States.
Audio Conferencing
FEATURE DETAILS

Conferencing? Chicago
Dallas
Los Angeles
New York City
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
limited)
limited)
NOTE
Calls to Canada are treated as domestic calls.
NOTE
United States domestic calling includes calls to all 50 U.S. states and Puerto Rico. Users assigned with the license usage
location of U.S. and/or Puerto Rico share the same pool of minutes.

FEATURE DETAILS
FEATURE DETAILS
What capitals or major cities can you get toll numbers for? Alabama, Birmingham
Arizona, Phoenix
Arkansas, Little Rock
California, Los Angeles
California, San Francisco
Colorado, Denver
Columbia, Washington DC
Connecticut, Hartford
Delaware, Wilmington
Florida, Miami
Georgia, Atlanta
Hawaii, Honolulu
Idaho, Boise
Illinois, Aurora
Illinois, Chicago
Illinois, Cicero
Indiana, Indianapolis
Iowa, Iowa City
Kansas, Wichita
Kentucky, Louisville
Louisiana, New Orleans
Maine, Portland
Maryland, Baltimore
Massachusetts, Boston
Michigan, Pontiac
Minnesota, Minneapolis
Minnesota, St. Paul
Mississippi, Jackson
Missouri, Kansas City
Missouri, St. Louis
Montana, Billings
North Carolina, Charlotte
North Dakota, Fargo
Nebraska, Omaha
Nevada, Las Vegas
New Hampshire, Manchester
New Jersey, Newark
New Mexico, Albuquerque
New York, New York City
Ohio, Columbus
Oklahoma, Oklahoma City
Oregon, Portland
Pennsylvania, Philadelphia
Rhode Island, Providence
South Carolina, Charleston
South Dakota, Sioux Falls
Tennessee, Memphis
Texas, Dallas
Texas, Houston
Utah, Salt Lake City
Vermont, Brattleboro
Virginia, Richmond
Washington, Seattle
West Virginia, Charleston
Wisconsin, Milwaukee
Wyoming, Laramie
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Uruguay
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Uruguay.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Venezuela
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Venezuela.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Availability in Vietnam
calling plans.
Here are the Office 365 services for Skype for Business and Microsoft Teams available for Vietnam.
Audio Conferencing
FEATURE DETAILS

Conferencing?
Phone System
FEATURE DETAILS
Voicemail Available
Calling Plans
FEATURE DETAILS

FEATURE DETAILS
FEATURE DETAILS
FEATURE DETAILS
Related topics
Phone number management for Australia
In Australia, we have partnered with Telstra for the purchase and provisioning of Calling Plans for customers with
a billing address in Australia. Telstra will sell their Calling Plans, provide Australian user numbers and also provide
the support for phone number management for both user and service numbers for auto attendants and call
queues. However, service numbers and licenses for Audio Conferencing will still be sold and managed by Office
365.
For more information on the Telstra Calling for Office 365.
Use this table to find information on getting and managing phone numbers in Australia for Microsoft Teams.
For more information, see Manage phone numbers for your organization.
WHAT YOU WANT TO DO? DO THESE STEPS AND DOWNLOAD THE CORRECT FORMS
Get new user phone numbers for Calling Plans in Australia. Please contact Telstra Calling for Office 365 for new phone
numbers for your users. They will then add those numbers to
your organization so you can assign them to your users.
If you are utilizing Telstra Calling for Office 365, you may get Please contact Telstra Calling for Office 365 for new phone
new service phone numbers that can be used with Cloud auto numbers. They will then add those numbers to your
attendants and call queues for Australia from Telstra. organization so you can assign them to your auto attendants
and call queues. If you are NOT utilizing Telstra Calling, you
may contact our Microsoft Number ManagementService desk
to obtain service numbers from Microsoft Please contact us.
Get new service phone numbers for Audio Conferencing in Please contact us.
Australia.
Get phone numbers transferred to Office 365 for users, auto Please contact Telstra Calling for Office 365 to transfer phone
attendants and call queues. numbers. They will then add those numbers to your
organization.
Get phone numbers transferred to Office 365 for use with Please contact us
Audio Conferencing.
Change emergency addressing assigned to users that have a Please contact Telstra Calling for Office 365 to make
Call Plan phone number. emergency address changes. They can update this information
for you.
Change a user number to a service number. Supported when using Telstra Calling for Office 365.
Related topics
Phone number management for Belgium
Use this table to find information on getting and managing phone numbers in Belgium for Microsoft Teams.
WHAT YOU WANT TO DO? DOWNLOAD THE CORRECT FORMS AND SEND THEM TO US
Get new user and service phone numbers that aren't listed in In Belgium, you can't get phone numbers for your
the Microsoft Teams admin center. organization using the Microsoft Teams admin center, you
must submit a new phone number request.
Download one of these forms:

New phone number request for Belgium (v.4.0)(de-be)
New phone number request for Belgium (v.4.0)(fr-be)
New phone number request for Belgium (v.4.0)(nl-be)
New phone number request for Belgium (v.4.0)(en-us)
Fill it out and send it to us.
Get phone numbers transferred to us. Download one of these forms.
For user phone numbers:

Letter of Authorization (LOA) for Belgium (geographic
numbers) (v.1.0) (de-be)
numbers) (v.1.0) (fr-be)
numbers) (v.1.0) (nl-be)
For toll-free numbers:

Letter of Authorization (LOA) for Belgium (toll-free numbers)
(v.1.0) (de-be)
(v.1.0) (fr-be)
(v.1.0) (nl-be)
Publish/unpublish phone number(s) in the national phone Send us the list of phone numbers you want to
directory. publish/unpublish.
Change a user's number to a service number. Send us the list of user numbers you want to convert to
service numbers.
Related topics
Phone number management for Canada
Use this table to find information on getting and managing phone numbers in Canada for Microsoft Teams.
Get new user phone numbers that aren't listed in the Download one of these forms:
Microsoft Teams admin center. New phone number request for Canada (user and service
numbers) (v.1.0)(en-ca)
New phone number request for Canada (user and service
numbers) (v.1.0)(fr-ca)
Get new service phone numbers that aren't listed in the For service numbers outside of the United States, please
Microsoft Teams admin center. download this form, fill it out and send it to us.
Get phone numbers transferred to us. Download one of these forms:

Letter of Authorization (LOA) for Canada (user and service
numbers) (v.3.2) (en-ca)
Letter of Authorization (LOA) for Canada (user and service
numbers) (v.1.0) (fr-ca)
Letter of Authorization (LOA) for Canada (toll free numbers)
(v.3.2) (en-ca)
Letter of Authorization (LOA) for Canada (toll free numbers)
(v.1.1) (fr-ca)
Note: If you're trying to get more than 999 subscriber or user

phone numbers, you'll need to fill out a Letter of Authorization
(LOA) and send it to us. See Transfer phone numbers to Office
365 for more information.
Change a user's number to a service number. Send us your PIN and the list of user numbers you want to
convert to service numbers. To set up a PIN, go here.
Transfer numbers from one Office 365 organization to Send us the list of user (subscriber) phone numbers you want
another. to transfer along with the PIN of the source organization
where you want to transfer the numbers from. To set up a
PIN, go here.
Related topics
Phone number management for France
Use this table to find information on getting and managing phone numbers in France for Microsoft Teams.
WHAT YOU WANT TO DO? DOWNLOAD THE CORRECT FORMS AND SEND THEM TO US
Get new user and service phone numbers that aren't listed in Download this form
the Microsoft Teams admin center. New phone number request for France (v.4.0)(fr-fr)
New phone number request for France (v.4.0)(en-us)

Letter of Authorization (LOA) for France (freephone numbers)
(v.2.0)(fr-fr)
Letter of Authorization (LOA) for France (geographic numbers)
(v.2.0)(fr-fr)
service numbers.
Related topics
Phone number management for Germany
Use this table to find information on getting and managing phone numbers in Germany for Microsoft Teams.
WHAT YOU WANT TO DO? DOWNLOAD THE CORRECT FORMS
Get new user or service phone numbers that aren't listed in In Germany, you can't get phone numbers for your
the Microsoft Teams admin center. organization using the Microsoft Teams admin center. You
must submit a new phone number request. First, download
this form.
New phone number request for Germany (v.4.0)(de-de)
New phone number request for Germany (v.4.0)(en-us)
Then fill it out and send it to us.
Get phone numbers transferred to us. Download one of these forms.

For user numbers:
Letter of Authorization (LOA) for Germany (geographic
numbers) (v.1.0)(de-de)
For toll-free numbers:

Letter of Authorization (LOA) for Germany (toll-free numbers)
(v.2.0) (de-de)
service numbers.
Related topics
Phone number management for Ireland
Use this table to find information on getting and managing phone numbers in Ireland for Microsoft Teams.
Get new user and service phone numbers that aren't listed in In Ireland, you can't get phone numbers for your organization
the Microsoft Teams admin center. using the Microsoft Teams admin center. You must submit a
new phone number request. Download the New phone
number request for Ireland (v.4.0)(en-us), fill it out, and send it
to us.

Letter of Authorization (LOA) for Ireland (geographic
numbers) (v.3.0)(en-us)
Letter of Authorization (LOA) for Ireland (non-geographic
numbers) (v.1.0)(en.us)
service numbers.
Related topics
Phone number management for Spain
Use this table to find information on getting and managing phone numbers in Spain for Microsoft Teams.
Get new user or service phone numbers that aren't listed in Download this form.
the Microsoft Teams admin center. New phone number request for Spain (v.4.0)(es-es)
New phone number request for Spain (v.4.0)(en-us)
Get phone numbers transferred to us. Download the Letter of Authorization (LOA) for Spain (all
numbers) (v.1.0)(es-es) form, fill it out and send it to us.
service numbers.
Related topics
Phone number management for the Netherlands
Use this table to find information on getting and managing phone numbers in the Netherlands for Microsoft
Teams.
Get new user and service phone numbers that aren't listed in Download this form.
the Microsoft Teams admin center. New phone number request for the Netherlands (v.4.0)(nl-nl)
New phone number request for the Netherlands (v.4.0)(en-us)

Letter of Authorization (LOA) for the Netherlands (geographic
numbers) (v.2.0)(nl-nl)
Letter of Authorization (LOA) for the Netherlands (non-
geographic numbers) (v.2.0)(nl-nl)
service numbers.
Related topics
Phone number management for the U.K.
Use this table to find information on getting and managing phone numbers in the United Kingdom for Microsoft
Teams.
Get new user or service phone numbers that aren't listed in Download this form. New phone number request for the U.K.
the Microsoft Teams admin center. (v.4.0)(en-us)

Letter of Authorization (LOA) for the U.K. (geographic
Letter of Authorization (LOA) for the U.K. (non-geographic
service numbers.
Related topics
Phone number management for the U.S.
Use this table to find information on getting and managing phone numbers in the United States (and Puerto Rico)
for Microsoft Teams.
Get new user phone numbers that aren't listed in the Download the New phone number request for the U.S. (user
Microsoft Teams admin center. numbers) (v.3.0(en-us) form, fill it out and send it to us.
Get new service phone numbers that aren't listed in the For service numbers inside of the United States, please
Microsoft Teams admin center. download this form, fill it out, and send it to us.

Letter of Authorization (LOA) for the U.S. (user and service
Letter of Authorization (LOA) for the U.S. (toll free numbers)
(v.3.2)(en-us)
Note: If you are trying to get more than 999 subscriber or

user phone numbers, you will need to fill out a Letter of
Authorization (LOA) and send it to us. See Transfer phone
numbers to Office 365 for more information.
Change a user's number to a service number. Send us your PIN and the list of user numbers you want to
convert to service numbers. To set up a PIN, go here.
Transfer numbers from one Office 365 organization to Send us the list of user (subscriber) phone numbers you want
another. to transfer along with the PIN of the source organization
where you want to transfer the numbers from. To set up a
PIN, go here.
Related topics
This will help you find out how to dial toll free numbers in each country or region. After you select
the country/region, it will take you to a page that contains where toll free service is available
including specific details, restrictions, and limits. The dialing format or formats will show you the
required access codes within each country/region to dial the toll-free number.
If you're ready, select a country or region:
Select your country or region to see the dialing codes,

limitations and restrictions.
Here are some important things for you to remember about
toll free numbers:
Toll free numbers only operate within each country/region. For example, your users
won't be able to call an Australian toll-free number outside of Australia.
Acquiring or porting Universal International Freephone Numbers (UIFN ) isn't
supported.
In many countries/regions, the regulator/telecommunication agency in the
country/region requires each toll free phone number to maintain at least 100
minutes of usage per month in order to retain the number.
NOTE
In the event you get a toll free number and the usage of the number doesn't meet these minimum
requirements, Microsoft may be compelled by the regulator/telecommunication agency to reclaim
the number from you.
Wireline, fixed line, and mobile network access to toll-free numbers may be fully or
partially restricted. The dialing format describes the required access codes within each
country/region to place calls using the toll free number.
North America Numbering Plan Toll Free Numbers: Per-minute rates for North
America Numbering Plan toll free numbers are determined by the originating country. The
toll free per-minute rate for calls that originate from the United States map to the rate
defined as "North America." However, calls that originate from other North American
countries such as Canada, Puerto Rico, etc. have specific toll free rates.
NOTE
If you need to get more telephone numbers than this, please contact support for business products -
Admin Help
Related topics
Toll-free dialing restrictions in Argentina
Find another country or region, or learn more about toll-free dialing limitations and restrictions.
DETAILS DESCRIPTION
Is toll-free calling available? Yes
Dialing format(s) 0800 XXX XXXX
Country/region ISO code AR
Island/territory covered Not applicable
Island/territory not covered Not applicable
Wired/fixed line availability No access from Telmex (and subsidiaries)
Mobile network availability Yes
Comments, restrictions, and access issues Mobile access: Airtime is charged.
Related topics
Toll-free dialing restrictions in Australia
DETAILS DESCRIPTION
Country/region ISO code AU
Island/territory covered Christmas Islands, Tasmania, Cocos Islands
Wired/fixed line availability Yes
Related topics
Toll-free dialing restrictions in Belarus
DETAILS DESCRIPTION
Dialing format(s) 8 820 XXXX XXXX
Country/region ISO code BY
Comments, restrictions, and access issues Mobile network access from Velcom, MTS, and Life.
Related topics
Toll-free dialing restrictions in Belgium
DETAILS DESCRIPTION
Dialing format(s) 0 800 XX XXX
Country/region ISO code BE
Mobile network availability Yes, at premium rate.
Comments, restrictions, and access issues None
Related topics
Toll-free dialing restrictions in Belize
DETAILS DESCRIPTION
Dialing format(s) 1 800 XXX XXXX
Country/region ISO code BZ
Mobile network availability Partial. See comments.
Comments, restrictions, and access issues Mobile: Available from the BTL mobile network.
Related topics
Toll-free dialing restrictions in Bosnia and
Herzegovina
DETAILS DESCRIPTION
Dialing format(s) 0800 XXXXX
Country/region ISO code BA
Wired/fixed line availability Partial. See comments.
Comments, restrictions, and access issues Accessible from HT Eronet/Mostar, Telekom Srpske/MTEL, and
BHT fixed and mobile networks.
Related topics
Toll-free dialing restrictions in Brazil
DETAILS DESCRIPTION
Dialing format(s) 0800-891-XXXX

0800 XXX XXXX
Country/region ISO code BR
Mobile network availability Partial but at premium rate. See comments.
Comments, restrictions, and access issues Mobile access: No airtime is charged.
Related topics
Toll-free dialing restrictions in Brunei
DETAILS DESCRIPTION
Dialing format(s) 801 4XXX
Country/region ISO code BN
Mobile network availability No
Related topics
Toll-free dialing restrictions in Bulgaria
DETAILS DESCRIPTION
Country/region ISO code BG
Comments, restrictions, and access issues Mobile access from Vivacom & Globul Mobile.
Related topics
Toll-free dialing restrictions in Chile
DETAILS DESCRIPTION
Dialing format(s) 123 XXXX XXXX

188 800 XXX XXX
Country/region ISO code CL
Island/territory not covered No access from Easter Islands.
Comments, restrictions, and access issues The 188 800 XXX XXX number format is accessible from the
Telefonica network. The 123 XXXX XXXX number format is
accessible from Entel network only. Mobile access is accessible
for both number formats.
Related topics
Toll-free dialing restrictions in China - North (10 800
714 XXXX range)
DETAILS DESCRIPTION
Dialing format(s) 10 800 714 XXXX
Country/region ISO code CN
Island/territory covered North China / China Netcom network only
Island/territory not covered South China
Wired/fixed line availability From China Netcom only
Comments, restrictions, and access issues Not accessible from a payphone.
Related topics
Toll-free dialing restrictions in China - South (10 800
140 XXXX range)
DETAILS DESCRIPTION
Dialing format(s) 10 800 140 XXXX
Country/region ISO code CN
Island/territory covered South China / China Telecom network only
Island/territory not covered North China
Wired/fixed line availability From China Telecom only
Comments, restrictions, and access issues Not accessible from a payphone.
Related topics
Toll-free dialing restrictions in Colombia
DETAILS DESCRIPTION
Country/region ISO code CO
Related topics
Toll-free dialing restrictions in Croatia
DETAILS DESCRIPTION
Dialing format(s) 0800 XXX XXX

0800 XXXX
Country/region ISO code HR
Comments, restrictions, and access issues Mobile access: No airtime charged.
Related topics
Toll-free dialing restrictions in Cyprus
DETAILS DESCRIPTION
Dialing format(s) 8009 - XXXX
Country/region ISO code CY
Island/territory not covered No access from parts of Cyprus occupied by Turkish army.
Comments, restrictions, and access issues Mobile access: No airtime charged.
Related topics
Toll-free dialing restrictions in Denmark
DETAILS DESCRIPTION
Dialing format(s) 808 8XXXX

808 2XXXX
802 5XXXX
Country/region ISO code DK
Island/territory not covered No access from Faroe Islands or Greenland.
Mobile network availability Yes. Available at premium rate.
Related topics
Toll-free dialing restrictions in Ecuador
DETAILS DESCRIPTION
Dialing format(s) 1-800-XXX-XXX
Country/region ISO code EC
Island/territory not covered No access from Cuenca (Etapa).
Wired/fixed line availability From Pacifictel only.
Comments, restrictions, and access issues Access from Pacifictel network only.
Related topics
Toll-free dialing restrictions in Egypt
DETAILS DESCRIPTION
Dialing format(s) 0800-XXX-XXXX
Country/region ISO code EG
Wired/fixed line availability From Telecom Egypt only.
Related topics
Toll-free dialing restrictions in Estonia
DETAILS DESCRIPTION
Dialing format(s) 800 XXXX (XXX)
Country/region ISO code EE
Related topics
Getting service phone numbers for Skype for Business and Microsoft Teams )
Toll-free dialing restrictions in Finland
DETAILS DESCRIPTION
Dialing format(s) 0 800 XXX XXX
Country/region ISO code FI
Related topics
Toll-free dialing restrictions in France
DETAILS DESCRIPTION
Dialing format(s) 0 800 9XX XXX
Country/region ISO code FR
Island/territory covered France mainland and Corsica
Island/territory not covered No access from Monaco, Reunion, Martinique, Guadeloupe,

Guyane, St. Pierre-&-Miquelon, Mayotte, New Caledonia,
French Polynesia, Wallis & Futuna.
Related topics
Toll-free dialing restrictions in Germany
DETAILS DESCRIPTION
Country/region ISO code DE
Comments, restrictions, and access issues Access isn't guaranteed from international mobile roamers.
Related topics
Toll-free dialing restrictions in Honduras
DETAILS DESCRIPTION
Country/region ISO code HN
Wired/fixed line availability From Hondutel only.
Mobile network availability From Tigo only.
Related topics
Toll-free dialing restrictions in Hong Kong
DETAILS DESCRIPTION
Country/region ISO code HK
Related topics
Toll-free dialing restrictions in Hungary
DETAILS DESCRIPTION
Dialing format(s) 06 800 XXX XX

06 801 XXX XX
Country/region ISO code HU
Related topics
Toll-free dialing restrictions in India
DETAILS DESCRIPTION
Country/region ISO code IND
Comments, restrictions, and access issues Access available from the following networks: Loop Mobile,
BSNL - fixed (all regions but Bhopal), Vodafone, IDEA/SPICE
(all regions but Punjab Spice), MTS India/Shyam (fixed), MTNL
- fixed & mobile, Reliance (all regions but Ahmedabad, Bhopal,
Bhuneswer, Jaipur, Lucknow, Meerut), TTML & TTSL (fixed &
postpaid), Tata DoCoMo, HFCL Infotel/Ping Mobile, S-Tel
Mobile, Uninor, Videocon Mobile, BSNL-mobile, Bharti/Airtel
network.
Access not available from the following networks : TTSL
(Prepaid), Etisalat DB Telecom and Jio.
Related topics
Toll-free dialing restrictions in Indonesia
DETAILS DESCRIPTION
Dialing format(s) 001 803 CCC XXXX

007 803 CCC XXXX
Country/region ISO code ID
Comments, restrictions, and access issues Two number formats are provided for greater coverage. The
number format 007 803 CCC XXXX format is accessible from
the PT Telkom network, including Telkomsel and XL mobile.
The number format 001 803 CCC XXXX is accessible from the
Indosat network. For mobile: Matrix Cellular (prefix 0855,
0858, 0815, and 0816) only.
Related topics
Toll-free dialing restrictions in Ireland
DETAILS DESCRIPTION
Country/region ISO code IE
Island/territory covered All offshore islands of the Republic of Ireland are covered.
Comments, restrictions, and access issues Accessible through Vodafone,O2 Digiphone, Meteor, and H3G
mobile networks.
Related topics
Toll-free dialing restrictions in Israel
DETAILS DESCRIPTION
Dialing format(s) 1-80-94X-XXXX

1-80-92X-XXXX
Country/region ISO code IL
Island/territory not covered No access from Palestinian Territories.
Comments, restrictions, and access issues Mobile access: No access from Paltel & Jawal/Watania mobile
networks.
Related topics
Toll-free dialing restrictions in Japan
DETAILS DESCRIPTION
Dialing format(s) 00531 XX XXXX
Country/region ISO code JP
Comments, restrictions, and access issues Mobile networks access: NTT Docomo, Au (KDD), and
Softbank.
Related topics
Toll-free dialing restrictions in Kenya
DETAILS DESCRIPTION
Country/region ISO code KE
Comments, restrictions, and access issues Fixed network access: Safaricom and Airtel. Mobile network
access: Safaricom, Airtel, and Orange.
Related topics
Toll-free dialing restrictions in Luxembourg
DETAILS DESCRIPTION
Dialing format(s) 800 2 XXXX
Country/region ISO code LU
Related topics
Toll-free dialing restrictions in Malaysia
DETAILS DESCRIPTION
Country/region ISO code MY
Island/territory covered Peninsular Malaysia and East Malaysia
Related topics
Toll-free dialing restrictions in Mexico
DETAILS DESCRIPTION

01 800 XXX XXXX
Country/region ISO code MX
Comments, restrictions, and access issues Access isn't guaranteed from international roamers.
For the 001-800 number format: For Fixed access - Telmex.
For Mobile access - Telcel only. Airtime is charged. No
additional charge if end customer is with Telmex as their local
and long distance provider.
For the 01-800 number format: Mobile access airtime is
charged.
Related topics
Toll-free dialing restrictions in Moldova
DETAILS DESCRIPTION
Dialing format(s) 0 800 6XXXX
Country/region ISO code MD
Related topics
Toll-free dialing restrictions in Monaco
DETAILS DESCRIPTION
Dialing format(s) 800 9X XXX
Country/region ISO code MC
Related topics
Toll-free dialing restrictions in the Netherlands
DETAILS DESCRIPTION
Country/region ISO code NL
Comments, restrictions, and access issues Mobile access: Airtime will be charged
Related topics
Toll-free dialing restrictions in Panama
DETAILS DESCRIPTION
Dialing format(s) 00-800-XXX-XXXX
Country/region ISO code PA
Wired/fixed line availability From C&W only.
Comments, restrictions, and access issues The customer must dial 011 (the international long-distance
Panama code) before the toll-free number.
Related topics
Toll-free dialing restrictions in Paraguay
DETAILS DESCRIPTION
Dialing format(s) 009-800-101-XXX
Country/region ISO code PY
Related topics
Toll-free dialing restrictions in Peru
DETAILS DESCRIPTION
Dialing format(s) 0 800 XX XXX
Country/region ISO code PE
Related topics
Toll-free dialing restrictions in Philippines
DETAILS DESCRIPTION
Dialing format(s) 1 800 XXXX XXXX
Country/region ISO code PH
Wired/fixed line availability From PLDT only.
Mobile network availability Partial but at premium rate. See comments.
Comments, restrictions, and access issues Available from Sun Cellular and Smart Mobile networks.
Related topics
Toll-free dialing restrictions in Poland
DETAILS DESCRIPTION
Dialing format(s) 00 800 XXX XX XX
Country/region ISO code PL
Related topics
Toll-free dialing restrictions in Portugal
DETAILS DESCRIPTION
Country/region ISO code PT
Island/territory covered Azores, Madeira
Related topics
Toll-free dialing restrictions in Qatar
DETAILS DESCRIPTION
Dialing format(s) 00800 XXXXXX
Country/region ISO code QA
Wired/fixed line availability From Qtel only.
Mobile network availability From Qtel & Vodafone only.
Related topics
Toll-free dialing restrictions in Romania
DETAILS DESCRIPTION
Country/region ISO code RO
Wired/fixed line availability From Romtelecom only.
Related topics
Toll-free dialing restrictions in Saudi Arabia
DETAILS DESCRIPTION

800 850 XXXX
Country/region ISO code SA
Wired/fixed line availability From STC only.
Mobile network availability From STC only.
Related topics
Toll-free dialing restrictions in Serbia
DETAILS DESCRIPTION
Country/region ISO code RS
Comments, restrictions, and access issues No
Related topics
Toll-free dialing restrictions in Singapore
DETAILS DESCRIPTION
Country/region ISO code SG
Related topics
Toll-free dialing restrictions in Slovakia
DETAILS DESCRIPTION
Country/region ISO code SK
Related topics
Toll-free dialing restrictions in Slovenia
DETAILS DESCRIPTION
Dialing format(s) 0 800 800XX
Country/region ISO code SI
See also
Related topics
Toll-free dialing restrictions in South Africa
DETAILS DESCRIPTION
Country/region ISO code ZA
Related topics
Toll-free dialing restrictions in South Korea
DETAILS DESCRIPTION

00798 14 XXX XXXX
Country/region ISO code KR
Related topics
Toll-free dialing restrictions in Spain
DETAILS DESCRIPTION
Country/region ISO code ES
Island/territory covered Balearic Island and Canary Island
Comments, restrictions, and access issues Mobile identification using different outpulses available.
Related topics
Toll-free dialing restrictions in Sweden
DETAILS DESCRIPTION

0200 XX XXXX
Country/region ISO code SE
Related topics
Toll-free dialing restrictions in Taiwan
DETAILS DESCRIPTION
Country/region ISO code TW
Wired/fixed line availability ITFS:KG Telecom = NO
Comments, restrictions, and access issues No wireline access from KG Telecom. Mobile access: No airtime
is charged. For Mobile access: Access from all mobile networks
except KG Telecom.
Related topics
Toll-free dialing restrictions in Thailand
DETAILS DESCRIPTION
Dialing format(s) 001 800 XXX XXX XXXX

1-800-XXX-XXX
Country/region ISO code TH
Mobile network availability Yes. See comments.
Comments, restrictions, and access issues Mobile access: Airtime isn't charged except for roamers where
they will be charged as local airtime. For mobile access:
Accessible from all mobile networks.
Related topics
Toll-free dialing restrictions in Turkey
DETAILS DESCRIPTION
Dialing format(s) 00 800 XXXX XXXXX
Country/region ISO code TR
Wired/fixed line availability Yes, except from Super Online.
Related topics
Toll-free dialing restrictions in the United Arab
Emirates
DETAILS DESCRIPTION

800 017 XXXX
800 XX XXX
800 X XXXX XXXX
Country/region ISO code AE
Related topics
Toll-free dialing restrictions in the United Kingdom
(U.K.)
DETAILS DESCRIPTION

0 808 XXX XXXX
Country/region ISO code GB
Island/territory covered England, Guernsey, Isle of Man, Northern Ireland, Scotland,

Wales, and Channel Islands
Related topics
Toll-free dialing restrictions in Uruguay
DETAILS DESCRIPTION
Country/region ISO code UY
Wired/fixed line availability Yes, except from Claro.
Comments, restrictions, and access issues Mobile access: Airtime is charged. Mobile access: Available
from Ancel and Movistar.
Related topics
Toll-free dialing restrictions in Venezuela
DETAILS DESCRIPTION
Country/region ISO code VE
Related topics
Toll-free dialing restrictions in Vietnam
DETAILS DESCRIPTION
Dialing format(s) 120-11-3XX

122-XXX-XX
1800 XXXX: format no longer provided
Country/region ISO code VN
Comments, restrictions, and access issues The 120 XX XXX number format will work from Vietnam
Telecom International (VTI) and VNPT (Vietnam Post and
Telecommunications) fixed and mobile networks.
As of June 2018, the 120 XX XXX number format cannot be

called from Mobifone's mobile network.
Note: Mobifone & Vinaphone are part of VNPT. The number

format 122 XXX XX network coverage: Viettel (fixed and
mobile). As per the Vietnam Ministry of Telecommunications,
the maximum allowable call duration is 2 hours.
Related topics
Communications Credits are a convenient way to pay for Audio Conferencing and Calling Plan minutes. It
helps ensure you and your users are never caught without being able to:
Add toll-free numbers to use with Audio Conferencing meetings, auto attendants, or call queues. Toll-
free calls are billed per minute and require a positive Communications Credits balance.
Dialing out from an Audio Conference meeting to add someone else from anywhere in the world.
Dialing out from an Audio Conference meeting to your mobile phone with the Skype for Business or
Microsoft Teams app installed to destinations that aren't already included in your subscription.
Dial any international phone number when you have Domestic Calling Plan subscriptions.
Dial international phone numbers beyond what is included in a Domestic and International Calling
Plan subscription.
Dial out and pay per minute once you have exhausted your monthly minute allotment.
NOTE
Outbound calls to some destinations may be included in your Audio Conferencing subscription. Please check your
subscription information for details.
NOTE
If your organization is located in a different region than the billing address of your Enterprise Agreement (EA), you might
not be able to purchase Communications Credits. If you are unable to acquire Communications Credits, open a support
incident from the portal and we will work with you to mitigate this issue until a permanent solution is in place.
What are the Communications Credits rates?

If you're wondering how what the cost of the calls are for Calling Plans, see Communications Credits Rates for
Calling Plans.
What is it?
To use toll-free numbers in Skype for Business, Communications Credits are required as these calls are billed
per minute. Also, we recommend that you set up Communications Credits for your Calling Plan and Audio
Conferencing users who need the ability to dial out to any PSTN destination. Many countries/regions are
included, but some destinations may not be included in your Calling Plan or Audio Conferencing subscriptions.
If you don't set up Communications Credits or assign a license to your users and you run out minutes for your
organization (depending on your Calling Plan, Audio Conferencing plan, or your country/region), those users
won't be able to make calls or dial out from Online Audio Conferencing meetings.
NOTE
You must set up Communications Credits and then assign a Communications Credits license for each user in the
Microsoft 365 admin center > Users > Active Users.
It's recommended that you carefully evaluate your organization's PSTN Service usage in order to understand
the best setup for Communications Credits. You can see more about PSTN services by reading Phone System
and Calling Plans and Audio Conferencing common questions.
You can set up consumption billing using a one-time funding of the pre-paid balance OR by setting up an
auto-recharge ( recommended ) amount with a minimum balance that will trigger a purchase for that
recharge amount. Initially, it's suggested that you set up auto recharge amounts that allow you to monitor
actual usage and find the right auto recharge thresholds that meet your needs and usage patterns.
Communications Credits should be monitored over time and then adjust the minimum balance and recharge
amounts as needed to be tailored for each organization's needs.
NOTE
You can see the plans and pricing by signing in to the Microsoft 365 admin center and going to Billing > Subscriptions
> Add subscriptions.
In the Microsoft 365 admin center > Billing > Subscriptions, you can add credit manually at any time. You
can also enable the Auto-recharge option, which will allow automatic account refills when the balance falls
below the threshold that you set. If you choose to fund your Communications Credits balance with a one-time
amount and then the balance falls to zero, the additional calling scenarios above will no longer work, including
toll-free phone numbers. As such, it's recommended that you use the Auto-recharge setting to avoid any
disruption of service should your Communications Credits balance reach 0 (zero). You will be sent an email
when recharge transactions succeed, recharge transactions fail (such as an expired credit card), and or your
Communications Credits balance reaches 0 (zero).
Each organization will have a different usage of Calling Plans volume and rates to consider. You will need to get
this type of usage data from your current service provider. For organizations using Skype for Business already
as their service provider, you can get usage data by reviewing it in either Microsoft 365 admin center >
Reports or Skype for Business admin center > Reports > PSTN usage details.
When you are setting up Communications Credits, you will need to investigate call usage for your organization
to determine the amounts that you will need to put in. You can get call usage information by reviewing the
PSTN usage details report. This report lets you export the call data records to Excel and create custom
reports.
NOTE
Communications Credits are also used for premium rate numbers. The caller pays the charges.
Recommended funding amounts

We recommended that you begin by using a small funding amount, which for smaller organizations could be
even the minimum of $50. After you gather a month or two of PSTN usage using the PSTN usage details
report, you'll be able to adjust the amounts to meet the normal usage in your organization.
If you're ready to set this all up, see Set up Communications Credits for your organization.
Want to know about plans and pricing?
You can see the plans and pricing by visiting one of the following links:
Calling Plans
Audio Conferencing
Phone System
You can also see information about pricing by signing in to the Microsoft 365 admin center and going to
Billing > Subscriptions > Add subscriptions.
To see a table with the license or licenses you will need for each feature, see Microsoft Teams add-on licensing.
Related topics
Skype for Business PSTN usage report
Set up Communications
Credits for your
organization
You will need to set up Communications Credits if you would like

to use toll-free numbers with Skype for Business and Microsoft
Teams. Also, we recommend that you set up Communications
Credits for your Calling Plans (Domestic or International) and
Audio Conferencing users who need the ability to dial out to any
destination. Many countries/regions are included, but some
destinations may not be included in your Calling Plan or Audio
Conferencing subscriptions. If you don't set up Communications
Credits billing and assign a Communications Credits license to
your users and you run out minutes for your organization
(depending on your Calling Plan or Audio Conferencing plan in
your country/region), those users won't be able to make calls or
dial out from Audio Conferencing meetings. You can get more
information, including recommended funding amounts, by
reading What are Communications Credits?
NOTE
To find out how much it costs, see the rates here.
Step 1: Assign an Audio Conferencing or

Calling Plan license to your users
When you sign up, you get a certain number of minutes
depending on your country/region. You can see the number of
minutes you will get search for the country or region here. After
you use those minutes, calls will be disconnected. To prevent this
from happening, you need to set up Communications Credits.
To do so, you need to assign an Audio Conferencing or
Phone System license to your users.
Assign an Audio Conferencing license to your users. See
Assign Microsoft Teams licenses.
After you assign this license, you will need to set up audio
conferencing. For step-by-step instructions, see Try or
purchase Audio Conferencing in Office 365.
Assign Phone System and a domestic or domestic and
international Calling Plan license to your users. See Assign
NOTE
Although it's not required for Communications Credits, you
still need to also assign a Domestic Calling Plan or an
Domestic and International Calling Plan license.
After you assign these licenses, you will need to get your
phone numbers for your organization, and then assign
those numbers to the people in your organization. For
step-by-step instructions, see Set up Calling Plans.
For more information, see Microsoft Teams add-on licensing
Step 2: Set up Communications Credits

for your organization
2. In the left navigation of the Microsoft 365 admin center, go
to Billing > Subscriptions > Add subscriptions.
3. Expand Add-on subscriptions, and then choose
Communications Credits > Buy now.
4. On the Communications Credits subscription page, fill in
your information, and then click Next:
Add funds Enter the amount that you want to add
to your account. If you don't enable auto-recharge,
once these funds are depleted, calling capabilities
that are enabled using Communications Credits will
be disrupted (such as inbound toll-free service). To
avoid having to manually replenish your
Communications Credits balance each time your
balance reaches 0 (zero), we recommend you enable
the auto-recharge feature.
Auto-recharge Enabling auto-recharge will
automatically refill your account when the balance
falls below the threshold that you set.
It's recommended that you use the Auto-recharge
setting to avoid any disruption of service should
your Communications Credits balance reach 0
(zero). You will be sent an email when recharge
transactions succeed, when recharge transactions
fail (such as an expired credit card), and when your
Communications Credits balance reaches 0 (zero).
Recharge amount Enter the amount in the
Recharge with box that you want added to your
account once it reaches the trigger amount below.
Trigger amount Enter the amount in When the
balance falls below box that will be used to '
trigger ' the auto-recharge. Once your balance falls
below this amount, the recharge amount will be
added automatically to your account.
NOTE
Funds will be applied only to Communications Credits
at Microsoft published rates when the services are
used. Any funds not used within 12 months of the
purchase date will expire and be forfeited.
Monthly billing for Communication Credits will only
be applied if the alloted fund has been used, to learn
how to check your monthly usage, read Skype for
Business PSTN usage report
5. Enter your payment information and click Place order.
IMPORTANT
If you are a volume licensing customer, you may choose your
enterprise agreement number for payment. If you have
multiple enterprise agreement numbers, you will be able to
select which enterprise agreement you would like to use for
payment. You will also be given an opportunity to specify a
purchase order number to associate with the enterprise
agreement number (if applicable).
Each organization will have a different usage of Calling Plan

volume and rates to consider. You will need to get this type of
usage data from your current service provider. Organizations
already using Skype for Business Online already as their service
provider can get usage data by reviewing it in the Skype for
Business admin center > Reports > PSTN usage details
report.
When you are setting up Communications Credits, you will need
to investigate call usage for your organization to determine the
amounts you need. You can get call usage information by
reviewing the PSTN usage details report. This report lets you
export the call data records to Excel if you need to store the data
or create custom reports. To learn how to see usage, read Skype
for Business PSTN usage report.
Step 3: Assign a Communications Credits

license to users
2. In the left navigation of the Microsoft 365 admin center, go
to Users > Active users, and then select a user or users
from the list.
4. On the Product licenses page, toggle Communications
Credits to On to assign this license, and then click Save.
NOTE
Even if you have users who are assigned an Enterprise E5
license, it's still recommended that you do this.

You can see the plans and pricing by visiting one of the following
links:
Calling Plans
Audio Conferencing Plans
Phone System Plans
You can also see information by signing in to the Microsoft 365
admin center and going to Billing > Subscriptions > Add
subscriptions.
To see a table with the license or licenses you will need for each
feature, see Microsoft Teams add-on licensing.
Related topics
Set up Calling Plans and Calling Plans for Office 365
Communications Credits are a convenient way to pay for Phone System and Calling Plans in Office 365.
Communication Credits helps ensure that you and your users are never caught without being able to:
Dial in to Audio Conferencing meetings using toll-free dial-in phone numbers.
Dial out from an Audio Conferencing meeting to add someone else from anywhere in the world.
Dial out from an Audio Conferencing meeting to your mobile phone with the Skype for Business or
Microsoft Teams app installed.
Dial any international phone number when you have a Domestic Calling Plan.
Dial out and pay per minute once you have exhausted your monthly minute allotment.
NOTE
If you're wondering how much it is and the rates, see the rates table on the Calling Plans page.
As admin, you can add funds manually or you can set up auto-recharge, which we recommend.
Auto-recharge automatically tops off your balance when it falls below the trigger amount you set. We recommend
using auto-recharge so you don't have to remember to add funds manually. When your balance hits the trigger
amount, funds are added automatically. If you don't choose auto-recharge, you run the risk of your balance falling
below zero. At that point, you and your users won't be able to make toll-free calls or international calls.
You can update your payment options at any time. On the Subscriptions page, select Communications Credits,
and make your updates.
Funds will be applied only to Communications Credits at Microsoft's published rates when the services are used.
Any funds not used within twelve (12) months of the purchase date will expire and be forfeited.
TIP
We'll send you email notifications when funds are added via auto-recharge, when auto-recharge fails (for example, when a
credit card expires), and when your balance falls below zero.
For more information, see What are Communications Credits?

You can see the plans and pricing by visiting one of the following links:
Calling Plans
Audio Conferencing plans
Phone System plans
You can also see information by signing in to the Microsoft 365 admin center and going to Billing >
Subscriptions > Add subscriptions.
To see a table with the license or licenses you will need for each feature, see Microsoft Teams add-on licensing.
Related topics
Set up Calling Plans and Calling Plans for Office 365
Microsoft Teams call flows
TIP
Watch the following session to learn how Teams leverages your network and how to plan for optimal network connectivity:
Teams Network Planning
Overview
This article describes how Teams uses Office 365 call flows in various topologies. In addition, it describes unique
Teams flows that are used for peer-to-peer media communication. The document describes these flows, their
purpose, and their origin and termination on the network. For purposes of this article, assume the following:
Flow X is used by the on-premises Office 365 client to communicate with the Office 365 service in the cloud.
It originates from the customer network, and it terminates as an endpoint in Office 365.
Flow Y is used by the on-premises Office 365 client to communicate with a service on the Internet that
Office 365 has a dependency on. It originates from the customer network, and it terminates as an endpoint
on the Internet.
The article contains the following sections:
Background - Provides background information, such as networks that Office 365 flows may traverse, type
of traffic, connectivity guidance from the customer network to Office 365 service endpoints, interoperability
with third-party components, and principles that are used by Teams to select media flows.
Call flows in various topologies - Illustrates the use of call flows in various topologies. For each topology,
the section enumerates all supported flows and illustrates how these flows are used via several use cases.
For each use case, it describes the sequence and selection of flows via a flow diagram.
Teams with Express Route optimization - Describes how these flows are used when Express Route is
deployed for optimization, illustrated via a simple topology.
Background
Network segments
Customer network: This is the network segment that you control and manage. This includes all customer
connections within customer offices, whether wired or wireless, between office buildings, to on-premises
datacenters, and your connections to Internet providers, Express Route, or any other private peering.
Typically, a customer network has several network perimeters with firewalls and/or proxy servers, which enforce
your organization's security policies, and that only allow certain network traffic that you have set up and
configured. Because you manage this network, you have direct control over the performance of the network, and it
is highly recommended that you complete network assessments to validate performance both within sites in your
network and from your network to the Office 365 network.
Internet: This is the network segment that is part of your overall network that will be used by users who are
connecting to Office 365 from outside of the customer network. It is also used by some traffic from the customer
network to Office 365.
Visited/Guest private network: This is the network segment outside your customer network, but not in the
public Internet, that your users and/or their guests may visit. For example, home private network or an Enterprise
private network, that does not deploy Teams, where your users and/or their customers that interact with Teams
services may reside.
Note: Connectivity to Office 365 is also applicable to these networks.
Office 365: This is the network segment that supports Office 365 services. It is distributed worldwide with edges
in proximity to the customer network in most locations. Functions mentioned in this document include Transport
Relay, conferencing server, and Media Processor.
Express Route (optional): This is the network segment that is part of your overall network that will give you a
dedicated, private connection to the Office 365 network.
Types of traffic
Real-time media: Data encapsulated within RTP (Real-time Transport Protocol) that supports audio, video and
screen sharing workloads. In general, media traffic is highly latency sensitive, so you would want this traffic to take
the most direct path possible, and to use UDP versus TCP as the transport layer protocol, which is the best
transport for interactive real time media from a quality perspective. (Note: As a last resort, media can use TCP/IP
and also be tunneled within the HTTP protocol, but it is not recommended due to bad quality implications.) RTP
flow is secured via SRTP, in which only the payload is encrypted.
Signaling: The communication link between the client and server, or other clients that are used to control activities
(for example, when a call is initiated), and deliver instant messages. Most signaling traffic uses the HTTPS -based
REST interfaces, though in some scenarios (for example, connection between Office 365 and a Session Border
Controller) it uses SIP protocol. It's important to understand that this traffic is much less sensitive to latency but
may cause service outages or call timeouts if latency between the endpoints exceeds several seconds.
Connectivity to Office 365
Teams requires connectivity to the Internet. Teams endpoint URLs and IP address ranges are listed in Office 365
URLs and IP address ranges. (Note: Open connectivity to TCP ports 80 and 443, and to UDP ports 3478 through
3481 is required.) Furthermore, Teams has a dependency on Skype for Business Online, which must also be
connected to the Internet.
Teams media flows connectivity is implemented via standard IETF ICE (Interactive Connectivity Establishment)
procedures.
Interoperability restrictions
Third party media relays: A Teams media flow (that is, one of the media endpoints is Teams) may traverse only
Teams or Skype for Business native media relays. Interoperability with a third party media relay is not supported.
(Note: A third party SBC on the boundary with PSTN must terminate RTP/RTCP stream, secured via SRTP, and
not relay it to the next hop.)
Third party SIP proxy servers: A Teams signaling SIP dialog with a third party SBC and/or gateway may traverse
Teams or Skype for Business native SIP proxies. Interoperability with a third party SIP proxy is not supported.
Third party B2BUA (that is, SBC ): A Teams media flow from/to the PSTN is terminated by a third party SBC.
However, interoperability with a third party SBC within the Teams network (that is, a third party SBC mediates two
Teams/Skype for Business endpoints) is not supported.
Technologies that are not recommended with Microsoft Teams
VPN network: It is not recommended for media traffic (that is, flow 2'). The VPN client should use split VPN and
route media traffic like any external non-VPN user, as specified in
https://blogs.technet.microsoft.com/nexthop/2011/11/14/enabling-lync-media-to-bypass-a-vpn-tunnel/.
Note: Although the title is Lync, it is applicable to Teams as well.

Packet shapers: Any kind of packet snippers, packet inspection, or packet shaper devices are not recommended
and may degrade quality significantly.
Principles
There are four general principles that help you understand call flows for Microsoft Teams:
1. A Microsoft Teams conference is hosted by Office 365 in the same region where the first participant joined.
(Note: If there will be exceptions to this rule in some topologies, then they will be described in this
document, and illustrated by an appropriate call flow.)
2. A Teams media endpoint in Office 365 is used based on media processing needs and not based on call type.
(For example, a point-to-point call may use a media endpoint in the cloud to process media for transcription
and/or recording, while a conference with two participants may not use any media endpoint in the cloud.)
However, most conferences will use a media endpoint for mixing and routing purposes, allocated where the
conference is hosted. The media traffic sent from a client to the media endpoint may be routed directly or
use a Transport Relay in Office 365 if required due to customer network firewall restrictions.
3. Media traffic for peer-to-peer calls take the most direct route that is available, assuming that the call doesn't
mandate a media endpoint in the cloud (see #2 above). The preferred route is direct to the remote peer
(client), but if that route isn't available, then one or more Transport Relays will relay traffic. It is
recommended that media traffic shall not transverse servers such as packet shapers, VPN servers, and so
on, since this will impact the media quality.
4. Signaling traffic always goes to the closest server to the user.
To learn more about the details on the media path that is chosen, see https://www.youtube.com/watch?
v=1tmHMIlAQdo.
Call flows in various topologies

Teams topology
This topology is used by customers that leverage Teams services from the cloud without any on-premises
deployment, such as Skype for Business Server or Phone System Direct Routing. In addition, the interface to Office
365 is done via the Internet without Azure Express Route.
Figure 1 - Teams topology

Note that:
The direction of the arrows on the diagram above reflect the initiation direction of the communication that
affects connectivity at the enterprise perimeters. In the case of UDP for media, the first packet(s) may flow in the
reverse direction, but these packets may be blocked until packets in the other direction will flow.
Teams is deployed side by side with Skype for Business Online, hence clients are displayed as "Teams/SFB
user".
You can find more information on the following optional topologies later in the article:
Skype for Business on-premises deployment is described in Teams hybrid topology.
Phone System Direct Routing (for PSTN connectivity) is described in Teams with Direct Routing topology.
Express Route is described in Teams with Express Route optimization.
Flow descriptions:
Flow 2 – Represents a flow initiated by a user on the customer network to the Internet as a part of the user's
Teams experience. Examples of these flows are DNS and peer-to-peer media.
Flow 2' – Represents a flow initiated by a remote mobile Teams user, with VPN to the customer network.
Flow 3 – Represents a flow initiated by a remote mobile Teams user to Office 365/Teams endpoints.
Flow 4 – Represents a flow initiated by a user on the customer network to Office 365/Teams endpoints.
Flow 5 – Represents a peer-to-peer media flow between a Teams user and another Teams or Skype for
Business user within the customer network.
Flow 6 – Represents a peer-to-peer media flow between a remote mobile Teams user and another remote
mobile Teams or Skype for Business user over the Internet.
Use case: One-to-one
One-to-one calls use a common model in which the caller will obtain a set of candidates consisting of IP
addresses/ports--including local, relay, and reflexive (public IP address of client as seen by the relay) candidates.
The caller sends these candidates to the called party; the called party also obtains a similar set of candidates and
sends them to the caller. STUN connectivity check messages are used to find which caller/called party media paths
work, and the best working path is selected. Media (that is, RTP/RTCP packets secured via SRTP ) are then sent
using the selected candidate pair. The Transport relay is deployed as part of Office 365.
If the local IP address/port candidates or the reflexive candidates have connectivity, then the direct path between
the clients (or via a NAT) will be selected for media. If the clients are both on the customer network, then the direct
path should be selected. This requires direct UDP connectivity within the customer network. If the clients are both
nomadic cloud users, then depending on the NAT/firewall, media may use direct connectivity.
If one client is internal on the customer network and one client is external (for example, a mobile cloud user), then it
is unlikely that direct connectivity between the local or reflexive candidates is working. In this case, an option is to
use one of the Transport Relay candidates from either client (for example, the internal client obtained a relay
candidate from the Transport relay in Office 365; the external client needs to be able to send STUN/RTP/RTCP
packets to the transport relay). Another option is the internal client sends to the relay candidate obtained by the
mobile cloud client. Note that, although UDP connectivity for media is highly recommended, TCP is supported.
High-level steps:
1. Teams User A resolves URL domain name (DNS ) via flow2
2. Teams User A allocates a media Relay port on Teams Transport Relay via flow 4
3. Teams User A sends "invite" with ICE candidates via flow 4 to Office 365
4. Office 365 sends notification to Teams User B via flow 4
5. Teams User B allocates a media Relay port on Teams Transport Relay via flow 4
6. Teams User B sends "answer" with ICE candidates via flow 4, which is forwarded back to Teams User A via Flow
4
7. Teams User A and Teams User B invoke ICE connectivity tests and the best available media path is selected (see
diagrams below for various use cases)
8. Teams Users send telemetry to Office 365 via flow 4
Within customer network:
Figure 2 - Within customer network
In step 7, peer-to-peer media flow 5 is selected.
Media is bidirectional. The direction of flow 5 indicates that one side initiates the communication from a
connectivity perspective, consistent with all the flows in this document. In this case, it doesn't matter which
direction is used because both endpoints are within the customer network.
Customer network to external user (media relayed by Teams Transport Relay):
Figure 3 - Customer network to external user (media relayed by Teams Transport Relay )
In step 7, flow 4, from customer network to Office 365, and flow 3, from remote mobile Teams user to Office 365,
are selected. These flows are relayed by Teams Transport Relay within Office 365.
Media is bidirectional, where direction indicates which side initiates the communication from a connectivity
perspective. In this case, these flows are used for signaling and media, via different transport protocols and
addresses.
Customer network to external user (direct media):
Figure 4 - Customer network to external user (direct media )
In step 7, flow 2, from customer network to Internet (client's peer), is selected.
Direct media with remote mobile user (that is, not relayed through Office 365) is optional. In other words,
customer may block this path to enforce a media path through Transport Relay in Office 365.
Media is bidirectional. The direction of flow 2 to remote mobile user indicates that one side initiates the
communication from a connectivity perspective.
VPN user to internal user (media relayed by Teams Transport Relay)
Figure 5 - VPN user to internal user (media relayed by Teams Transport Relay )
Signaling between the VPN to the customer network is via flow 2'. Signaling between the customer network and
Office 365 is via flow 4. However, media bypasses the VPN and is routed via flows 3 and 4 through Teams media
relay in Office 365.
VPN user to internal user (direct media)
Figure 6 - VPN user to internal user (direct media )
Signaling between the VPN to the customer network is via flow 2'. Signaling between the customer network and
Office 365 is via flow 4. However, media bypasses the VPN and is routed via flow 2 from the customer network to
the Internet.
Media is bidirectional. The direction of flow 2 to the remote mobile user indicates that one side initiates the
VPN user to external user (direct media)
Figure 7 - VPN user to external user (direct media )

Signaling between the VPN user to the customer network is via flow 2' and via flow 4 to Office 365. However,
media bypasses VPN and is routed via flow 6.
Media is bidirectional. The direction of flow 6 to the remote mobile user indicates that one side initiates the
Use Case: Teams to PSTN through Office 365 Trunk
Office 365 has a Phone System that allows placing and receiving calls from the Public Switched Telephone
Network (PSTN ). If the PSTN trunk is connected via the Phone System Calling Plan, then there are no special
connectivity requirements for this use case. (If you want to connect your own on-premises PSTN trunk to Office
365, you can use Phone System Direct Routing.)
Figure 8 - Teams to PSTN through Office 365 Trunk
Use Case: Teams Meeting
The audio/video/screen sharing (VBSS ) conferencing server is part of Office 365. It has a public IP address that
must be reachable from the customer network and must be reachable from a Nomadic Cloud client. Each
client/endpoint needs to be able to connect to the conferencing server.
Internal clients will obtain local, reflexive, and relay candidates in the same manner as described for one-to-one
calls. The clients will send these candidates to the conferencing server in an invite. The conferencing server does
not use a relay since it has a publicly reachable IP address, so it responds with its local IP address candidate. The
client and conferencing server will check connectivity in the same manner described for one-to-one calls.
Note that:
Teams clients cannot join Skype for Business meetings, and Skype for Business clients cannot join Teams
meetings.
A PSTN user optionally "Dials IN" or "Dialed OUT", depending on the meeting's organizer PSTN Calling
and/or conferencing provisioning.
A guest user or a customer user may join from a guest private network, which is protected via FW/NAT with
strict rules.
Figure 9 - Teams Meeting

Use Case: Federation with Skype for Business on premises
Media relayed by Teams Transport Relay in Office 365
Figure 10 - Media relayed by Teams Transport Relay in Office 365
Note that:
Federation is, by definition, a communication between two tenants. In this case, tenant A, which uses Teams,
federates with tenant B, which uses Skype for Business on premises. If tenant B is also using Office 365,
then the Skype for Business client would have used flow 3 to connect with Office 365.
Signaling and media from the federated Skype for Business client to on-premises Skype for Business Server
is out of scope of this document. However, it is illustrated here for clarity.
Signaling between Teams and Skype for Business is bridged by a gateway in Office 365.
Media in this case is relayed by Teams Transport Relay in Office 365 to the customer network and remote
Skype for Business client via flow 4.
Media relayed by Skype for Business Media Relay in federated tenant
Figure 11 - Media relayed by Skype for Business Media Relay in federated tenant
Note that:
Signaling and media from the federated Skype for Business client to an on-premises Skype for Business
Server is out of scope of this document. However, it is illustrated here for clarity.
Signaling between Teams and Skype for Business is bridged by a Gateway in Office 365.
Media in this case is relayed by Skype for Business on-premises Media Relay to the customer network via
flow 2. (Note that traffic from Teams user to the remote Media Relay in the federated customer network will
be initially blocked by the Media Relay until traffic in the reverse direction starts to flow. However, the
bidirectional flow will open connectivity in both directions.)
Direct (peer-to-peer)
Figure 12 - Direct (peer-to -peer )

Teams hybrid topology
This topology includes Teams with a Skype for Business on-premises deployment.
Figure 13 - Teams hybrid topology

affects connectivity at the enterprise perimeters. In the case of UDP for media, the first packet(s) may flow in
the reverse direction, but these packets may be blocked until packets in the other direction will flow.
user".
Additional flows (on top of Teams topology):
Flow 5A – Represents a peer-to-peer media flow between a Teams user within the customer network and a
Skype for Business on-premises media relay at the customer network edge.
Use Case: Teams to Skype for Business one-to-one
Hybrid within the customer network
Figure 14 - Hybrid within customer network
Signaling between Teams and Skype for Business is bridged by a gateway in Office 365. However, media is routed
directly peer-to-peer within the customer network via flow 5.
Hybrid customer network with external Skype for Business user – relayed by Office 365
Figure 15 - Hybrid customer network with external Skype for Business user - relayed by Office 365
Note that:
Signaling and media from the Skype for Business client to an on-premises Skype for Business Server is out
of scope of this document. However, it is illustrated here for clarity.
Signaling between Teams and Skype for Business is bridged by a gateway in Office 365.
Media is relayed through Teams Transport Relay in Office 365 to the customer network through flow 4.
Hybrid customer network with external Skype for Business user – relayed by on-premises Edge
Figure 16 - Hybrid customer network with external Skype for Business user - relayed by on-premises Edge
Note that:
Signaling and media from Skype for Business client to an on-premises Skype for Business Server is out of
scope of this document. However, it is illustrated here for clarity.
Signaling is bridged by a gateway in Office 365.
Media is relayed by Skype for Business Media Relay within Skype for Business on-premises Edge to Teams
user within the customer network via media flow 5A.
Teams with Phone System Direct Routing topology
This topology includes Teams with Phone System Direct Routing.
Direct Routing enables you to use a third-party Public Switched Telephone Network (PSTN ) service provider by
pairing a supported on-premises customer-owned Session Border Controller (SBC ) hardware device to Office 365,
and then connecting the telephony trunk to that device.
To support this scenario, the customer must deploy a certified SBC for Direct Routing from one of Microsoft's
certified partners. The SBC must be configured as recommended by the vendor, and be routable from Office 365
for direct UDP traffic. The media may flow directly from Teams and/or the Skype for Business client to the SBC
(bypassing the Teams gateway) or traverse through the Teams gateway. The connectivity with the SBC, when the
trunk is configured to bypass the Teams gateway, is based on ICE, where SBC supports ICE -Lite, while the
Teams/Skype for Business media endpoint supports ICE Full.
*Figure 17 - Teams with Phone System Direct Routing topology

Note that:
affects connectivity at the enterprise perimeters. In the case of UDP for media, the first packet(s) may flow in
the reverse direction, but these packets may be blocked until packets in the other direction will flow.
user".
Additional flows (on top of Teams online topology):
Flow 4' - Represents a flow from Office 365 to the customer network, used to establish a connection between
the Teams media server in the cloud with the SBC on premises.
Flow 5B – Represents a media flow between the Teams user within the customer network with the Direct
Routing SBC in bypass mode.
Flow 5C – Represents a media flow between the Direct Routing SBC to another Direct Routing SBC in a PSTN
hairpin call bypass mode.
Internal user with Direct Routing (media relayed by Teams Transport Relay in Office 365)
Figure 18 - Internal user with Direct Routing (media relayed by Teams Transport Relay in Office 365 )
Note that:
The SBC must have a public IP address that is routable from Office 365.
Signaling and media from the SBC to Office 365 and vice versa use flow 4 and/or flow 4'.
Signaling and media from the client within the customer network to Office 365 use flow 4.
Remote user with Direct Routing (media is routed through a media server (MP ) in Office 365)
Figure 19 - Remote user with Direct Routing (media is routed through a media server (MP ) in Office 365 )
Note that:
Signaling and media from the SBC to Office 365 and vice versa use flow 4 and/or flow 4'.
Signaling and media from the client on the Internet to Office 365 use flow 3.
Internal user Direct Routing (media bypass)
Figure 20 - Internal user Direct Routing (media bypass)

Note that:
Signaling from SBC to Office 365 and vice versa use flow 4 and/or flow 4'.
Signaling from client within the customer network to Office 365 use flow 4.
Media from client within the customer network to SBC within the customer network use flow 5B.
Remote user with Direct Routing (media bypass relayed by Teams Transport Relay in Office 365)
Figure 21 - Remote user with Direct Routing (media bypass relayed by Teams Transport Relay in Office 365 )
Note that:
The SBC must have a public IP address that is routable from Office 365 and Internet.
Signaling from the SBC to Office 365 and vice versa uses flow 4 and/or flow 4'.
Signaling from the client on the Internet to Office 365 uses flow 3.
Media from the client on the Internet to the SBC within the customer network uses flows 3 and 4, relayed by
Teams Transport Relay in Office 365.
Remote user Direct Routing (media bypass direct)
Figure 22 - Remote user Direct Routing (media bypass direct)

Note that:
The SBC must have a public IP address that is routable from Office 365 and the Internet.
Signaling from the client on the Internet to Office 365 uses flow 3.
Media from the client on the Internet to the SBC within the customer network uses flow 2.
Direct Routing (media bypass) – PSTN hairpin call (due to call forward/transfer)
Figure 23 - Direct Routing (media bypass) - PSTN hairpin call (due to call forward/transfer )
Note that:
The client is out of the signaling and media loop after the call is hairpinned from PSTN to PSTN.
Media from SBC instance A within the customer network to SBC instance B within the customer network
(where, A and B can be the same instance) uses flow 5C.
Direct Routing (media through Office 365) – PSTN hairpin call across two tenants
Figure 24 - Direct Routing (media through Office 365 ) – PSTN hairpin call across two tenants
Note that:
The client is out of the signaling and media loop after the call is hairpinned from PSTN to PSTN.
Media from SBC instance A within the customer network X to SBC instance B must be relayed through the
Office 365 Media Server and can't use bypass mode.
Teams with Express Route optimization
Figure 25 - Teams with Express Route optimization

In the case that Express Route is justified and deployed, then Teams flows could be re-routed from flow 4 to flow 1
and from flow 4' to flow 1'. However, Teams Application has a hard dependency on other Office 365 flows over the
internet via flows 4 and 4'; hence these flows must not be blocked.
Note that Skype for Business hybrid Edge traffic is routed to the Internet and not to Express Route to communicate
with external users and federate with other tenants.
To prevent asymmetrical flows, re-routing must be in both directions. In other words, an address within the
customer network is routable either through Internet or Express Route, based on optimization, but not through
both.
For example:
Customer network to external user (media relayed by Teams Transport Relay):
Figure 26 - Customer network to external user (media relayed by Teams Transport Relay )
High Level Steps:
1. Teams User within customer network resolves URL domain name (DNS ) via flow2
2. Teams User within customer network allocates a media Relay port on Teams Transport Relay via flow 1
3. Teams User within customer network sends "invite" with ICE candidates via flow 1 to Office 365
4. OFFICE 365 sends notification to external Teams user via flow 3
5. Teams external user allocates a media Relay port on Teams Transport Relay via flow 3
6. Teams external user sends "answer" with ICE candidates via flow 3, which is forwarded back to Teams user A via
Flow 1
7. Teams User A and Teams User B invoke ICE connectivity tests and selects flows 1 and 3, which are relayed by
Teams Transport Relay in Office 365
8. Teams Users send telemetry to Office 365 via flows 1 and 3
Note: Flow 4 must be enabled to support dependencies of Teams application on other micro-services that
mandates flow 4.
Cloud voice in Microsoft Teams
organization. Maybe you've deployed Meetings & conferencing. Now you're ready to add cloud voice capabilities
for your users.
Cloud voice provides Private Branch Exchange (PBX) capabilities, and options for connecting to the Public
Switched Telephone Network (PSTN ).
This article helps you decide whether you need to change any of the default cloud voice settings, based on your
into two groups, starting with the core set of changes you are more likely to make. The second group includes
the additional settings you may want to configure, based on your organization's needs.
We recommend that all organizations work through the core decisions and then, if your organization has
additional requirements, review the following material.
Learn more about cloud voice

The following articles provide more information about deploying and using cloud voice features in Teams:
Cloud voice deployment
Watch the following session to learn more about Phone System: Introduction to Phone System in Microsoft
Teams

organization).
Phone System (Office 365)

Phone System is Microsoft's technology for enabling call control and Private Branch Exchange (PBX) capabilities
in the Office 365 cloud. Phone System allows you to replace your existing Private Branch Exchange (PBX)
system with a set of features directly delivered from Office 365 and tightly integrated into the company’s cloud
productivity experience.
ASK YOURSELF ACTION
In which user locations or offices will I implement Phone For more information about Phone System, see What is
System? Phone System in Office 365.
Connection to the Public Switched Telephone Network (PSTN)

To connect Phone System to the Public Switched Telephone Network (PSTN ) so that users can make phone calls
around the world, you have options based on your business need. Ask yourself the following:
ASK YOURSELF ACTION
Do I want to use Microsoft Calling Plan as my telephony For more information, see Phone System with Calling Plans.
carrier?
Do I need to use my own telephony carrier? For more information, see Phone System with Direct Routing.

You may want to change settings for the following, based on your organization's needs and configuration:
Voicemail
Calling identity
Dial plans
Call queues
Auto attendants
Voicemail
Cloud Voicemail, powered by Azure Voicemail services, supports voicemail deposits to Exchange mailboxes only
and doesn’t support third-party email systems. Cloud Voicemail includes voicemail transcription, which is
enabled for all users in your organization by default. Your business needs might require that you disable
voicemail transcription for specific users or everyone throughout the organization.
ASK YOURSELF ACTION
Do I want to enable Cloud Voicemail? For voicemail setup procedures, see Set up Cloud Voicemail.
Do I want to enable voicemail transcription for some or all of To turn off voicemail transcription, see Setting voicemail
my users? policies in your organization.
Calling identity
By default, all outbound calls use the assigned phone number as calling identity (caller ID ). The recipient of the
call can quickly identify the caller and decide whether to accept or reject the call.
ASK YOURSELF ACTION
Do I want to mask or disable caller ID? To change or block the caller ID, see Set the caller ID for a
user.

Microsoft has two types of telephone numbers available: subscriber (user) numbers, which can be assigned to
users in your organization, and service numbers, available as toll and toll-free service numbers, which have
higher concurrent call capacity than subscriber numbers and can be assigned to services such as Audio
Conferencing, Auto Attendants, or Call Queues.
ASK YOURSELF ACTION
Which user locations need new phone numbers from For information about getting phone numbers, see Manage
Microsoft? phone numbers for your organization and Getting phone
numbers for your users.
Which type of telephone number (subscriber or service) do I To help you pick the type of phone number you need, see
need? Different kinds of phone numbers used for Calling Plans.
How do I port existing phone numbers to Office 365? For more information, see Transfer phone numbers to Office
365.
Dial plans
A dial plan in the Phone System feature of Office 365 is a set of normalization rules that translate dialed phone
ASK YOURSELF ACTION
Does my organization need a customized dial plan? To help determine if you need a custom dial plan, see
Planning for tenant dial plans
Which users require a customized dial plan, and which tenant To add users to a customized dial plan in PowerShell, see
Call queues
Cloud call queues include greetings that are used when someone calls in to a phone number for your
organization, the ability to automatically put the calls on hold, and the ability to search for the next available call
agent to handle the call while the people who call are listening to music on hold. You can create single or
multiple call queues for your organization.
ASK YOURSELF ACTION
Does my organization need call queues? For more information, see Create a Cloud call queue and
Setting up your Phone System.
Auto attendants
Cloud auto attendants can be used to create a menu system for your organization that lets external and internal
callers move through a menu system to locate and place or transfer calls to company users or departments in
your organization.
ASK YOURSELF ACTION
Does my organization need auto attendants? For more information, see What are Cloud auto attendants
and Set up a Cloud auto attendant.
Devices
For more information about supported devices, see the following:
IP Phones
Intelligent communications for devices
Define my success
This article gives an overview of the requirements for defining success for the deployment of Audio Conferencing,
Phone System with Calling Plans, or Phone System Direct Routing for your organization. By properly defining
what success looks like, you can measure your results as you progress through your deployment and verify that the
outcomes you achieve are the ones you wanted.
Audio Conferencing provides organizations with additional entry points to any meetings (ad hoc or scheduled)
by allowing meeting participants to join via public switched telephone network (PSTN ) by dialing in using
traditional landline, private branch exchange (PBX), or mobile phones. This is useful when the organizer or
participants aren’t in front of a computer, or when data connections are unavailable or too unreliable to support
voice communications—such as in a remote area with spotty mobile data coverage, or connected to a free, public
Wi-Fi service with limited bandwidth, or when meeting participants prefer to dial in to the meeting by using a
telephony endpoint that’s readily accessible to them.
Phone System with Calling Plans (“Calling Plans”) gives organizations a way to modernize their workplace by
enabling users to make business-related phone calls from their computers and mobile devices. Workplace
modernization can be part of any number of scenarios—an activity-based working implementation, a major office
move, an office fit-out refresh, retiring a legacy PBX solution, the conclusion of a PSTN service provider contract,
and so on. With Calling Plans, Microsoft facilitates connectivity to the PSTN.
Phone System Direct Routing (“Direct Routing”) gives organizations the same benefits listed above for Calling
Plans, except that PSTN connectivity is facilitated by a third-party provider rather than Microsoft. This allows for
deployment in countries where Calling Plans aren’t available, or in deployments where an existing PSTN service
provider contract needs to be maintained or interoperability with certain on-premises systems is required. One
additional scenario to consider Direct Routing is telephony system interoperability. While users are being
transitioned to Calling in Teams, some users might remain on legacy PBXs. Direct Routing enables both use cases
to coexist. The call traffic between the users on legacy systems and Teams users stay within the organization.
Define business use cases for Audio Conferencing, Calling Plans, or

Direct Routing
To begin with, core project stakeholders need to define business use cases that support the implementation of
Audio Conferencing, Calling Plans, or Direct Routing.
Business use cases are meant to define and document expected and measurable business outcomes, and include
the following:
Description of the current business process
Challenges with the existing business process
How technology can help overcome these challenges
The expected and measurable business outcomes if these challenges are overcome
TIP
The following is an example of a completed business use case for Audio Conferencing:
Description of current business process

Contoso currently relies on PSTN conferencing services provided by the incumbent local telephony provider chargeable by meeting
minutes for internal meetings and meetings involving external parties.
Challenges with existing business process

Contoso spends roughly USD1 million per year for the current PSTN conferencing service, with 75% of the cost incurred for internal
meetings. The use of traditional telephony endpoints to join the meetings hosted by the PSTN conferencing service isn’t aligned
with the plan for the organization to adopt Teams as a modern communications and collaboration platform.
How technology can overcome these challenges

With the adoption of Microsoft Teams as a modern communications and collaboration platform, internal users are expected to
primarily join meetings by using their PCs equipped with optimized headsets and meeting-room devices. The Audio Conferencing
service will be available to support external participants or to support situations where the use of PC audio isn’t favorable for the
internal participants.
Expected, measurable, business outcomes

The move to Teams as a modern communications and collaboration platform, combined with the Audio Conferencing service, will
greatly reduce the cost to deliver the PSTN conferencing service.
TIP
The following is an example of a completed business use case for Calling Plans:

Standard configuration of Contoso’s office workspaces includes a desktop phone for every desk. Each employee has been given a
direct inward dialing (DID) phone number. The desktop phones are connected to a PBX system, and connected to PSTN via a
session initiation protocol (SIP) trunk. Employees can only make and receive phone calls at their assigned desktop phones.

Usage analysis of the desktop phones shows that only 10% of the desktop phones are actively used, with the rest configured either
to forward calls to mobile phones or to simultaneously ring to mobile phones. Maintaining the existing PBX system and associated
desktop phones contributes to 20% of Contoso’s monthly telephony service cost.

Calling Plans will allow a user’s personal computer to receive and place phone calls over the data network by leveraging the native
Microsoft Teams app. This removes the need to roll out and maintain desktop phones, and opens the opportunity to
decommission the existing PBX system, because the phone service can be delivered via the cloud over the network with no
dependency on a traditional phone system.

Removing maintenance requirements and decommissioning legacy PBX and desktop phones will deliver a 20% reduction in monthly
telephony service expenses. Calling Plans will simplify office workspaces, allowing Contoso to expand its operations by establishing
new offices with minimal upfront telephony costs.
TIP
The following is an example of a completed business use case for Direct Routing:

Standard configuration of Contoso’s office workspaces includes a desktop phone for every desk. Each employee has been given a
direct inward dialing (DID) phone number. The desktop phones are connected to a PBX system, and connected to PSTN via a
session initiation protocol (SIP) trunk. Employees can only make and receive phone calls at their assigned desktop phones.

Usage analysis of the desktop phones shows that only 10% of the desktop phones are actively used, with the rest configured either
to forward calls to mobile phones or to simultaneously ring to mobile phones. Maintaining the existing PBX system and associated
desktop phones contributes to 20% of Contoso’s monthly telephony service cost.

The SIP trunk provider contract was recently signed and will be in place for three years. Direct Routing allows PSTN connectivity to
be provided by the SIP trunk provider and also will allow a user’s personal computer to receive and place phone calls over the data
network by leveraging the native Microsoft Teams app. This removes the need to roll out and maintain desktop phones, and opens
the opportunity to decommission the existing PBX system, while maintaining a limited on-premises session border controller (SBC)
footprint.

Removing maintenance requirements and decommissioning legacy PBX and desktop phones will deliver a 20% reduction in monthly
telephony service expenses. Direct Routing will simplify office workspaces, allowing Contoso to expand its operations by
establishing new offices with minimal upfront telephony costs.
In addition to defining your business use cases, to set the project boundaries you should aim to drive clarity
around:
Organizational scope: The implementation of Audio Conferencing, Calling Plans, or Direct Routing might
encompass the whole organization or just specific business units.
Project timeline: The specific timeline the project will run.
Decision points What are all the business use

cases for Audio Conferencing
you can identify in your
organization?
What are all the business use
cases for Calling Plans you can
identify in your organization?
What are all the business use
cases for Direct Routing you can
identify in your organization?
Next steps Document all business use cases

for Audio Conferencing for your
organization.
Document all business use cases
for Calling Plans for your
organization.
Document all business use cases
for Direct Routing for your
organization.
Identify key stakeholders
The business use cases defined in the previous step include an organizational scope for the Audio Conferencing,
Calling Plans, or Direct Routing implementation. Based on that, you can complete the comprehensive stakeholder
matrix to include the right people to involve in the project.
TIP
Below is an example of stakeholder matrix template that you can use to document the project stakeholders:
RO LE DESCRIPTIO N NAM E, CO NTACT INFO RM ATIO N, LO CATIO N
Project Executive Sponsor Take ultimate authority and TBA

accountability for the project and
delivery on project objectives.
Help resolve issues escalated by
the Project Lead.
Sponsor communication within
the company about project goals.
Make key strategic decisions.
Ensure the availability of required
resources and budget.
Lead quarterly business reviews
(QBRs ).
Drive buy-in and support of
awareness campaign efforts.
Serve as the Project Sponsor to
the program rollout.
Project Lead Manage and lead the project TBA

team.
Coordinate partners and working
teams engaged in the project.
Be accountable for creating and
managing project plans to meet
quarterly key results.
Resolve cross-functional issues.
Provide regular updates to
project sponsors.
Incorporate adoption aspects
into the all-up project plan.
Lead monthly Business and
Operational Reviews (MBRs ),
contribute to QBRs.
Collaboration Lead/Architect Execute on the collaboration TBA

strategy defined by company
executives.
Analyze and choose collaboration
products that meet business
goals for the company.
Design operations for
collaboration products.
Define operation and support
models.
Contribute to monthly and
quarterly business reviews.
Consultant Be responsible for configuration TBA

services
Contribute to the overall solution
architecture.
Project Manager Develop and maintain the project TBA

plan.
Manage project deliverables in
line with the project plan and
budget.
Record and manage project
issues, including escalations.
Conduct weekly standup calls.
Liaise with, and provide updates
to, project executive sponsors.
Work with the architect to define
the change management
approach and communication
plans.
Change Management/Adoption Provide input during the TBA

Specialist Discovery phase into adoption
and training processes.
Participate in the adoption
strategy workshop.
Develop and take responsibility
for the adoption strategy.
Develop and execute the
communication plan.
Deliver trainings to users.
Collect feedback and conduct
surveys.
Network Lead Provide input during the TBA

Discovery phase into network
design.
Participate in planning during the
Envision phase workshop.
Coordinate the work of the
networking team during project
execution.
Security Lead Provide input during the TBA

Discovery phase into security
design and processes.
security team during project
execution.
Telephony Lead Provide input during the TBA

Discovery phase into telephony
design.
telephony team during project
execution.
Desktop Lead Provide input during the TBA

Discovery phase into the clients
and update process.
Envision workshop.
desktop team during project
execution.
Support/Help Desk Lead Provide input during the TBA

Discovery phase into operational
and support models.
Participate in support model
planning.
Coordinate the work of support
teams and resources during
project execution.
Business Unit Representatives Contribute to user-based TBA

adoption guides and materials.
Contribute to and review
business use cases.
Deployment Lead Ensure that deployment TBA

prerequisites are met.
Engage resources to be involved
in the Onboard phase activities.
Participate in meetings to review
and prepare reports on
deployment status.
IT Admins Assist with test planning and TBA

execution. This role is for IT pros.
Service Owner Be responsible for the operation TBA

of the Audio Conferencing,
Calling Plans, or Direct Routing
service, all up.
Own the Audio Conferencing,
Calling Plans,or Direct Routing
service.
Quality Champions Drive quality, reliability, and user TBA

feedback.
Identify quality trends and drive
remediation with the respective
teams.
Report through the steering
committee back to leadership.
Report on quality, reliability, and
user sentiment through Rate My
Call and Net Promoter Score.
Decision points Who will fill each key stakeholder
role for your organization?
Next steps Document all key stakeholders,

and communicate the
responsibilities and expectations
of the role to each assigned
individual.
Define OKRs, KSIs, and risks

With the project stakeholders assembled, you can translate business use cases, organizational scope, and project
timelines into objectives and key results (OKRs), and the measures of project success can be defined as a list of key
success indicators (KSIs).
Full participation from project stakeholders in defining OKRs and KSIs is essential to help ensure they feel a sense
of ownership and align these measures of success to organizational business requirements.
OKRs contain the objectives you set in the beginning of the project, and you define measurable key results on a
quarterly basis. You review key results monthly to track the status of the overall project, and—based on progress—
you adjust quarterly plans as needed.
TIP
Examples of OKRs relevant to an Audio Conferencing implementation can be referenced below:
Vision: Increase productivity by maximizing Office 365 investments
O BJECTIVES KEY RESULTS TO DO
Deploy Audio Conferencing in Teams by FY18Q1: Deploy Audio Conferencing in Envision

end of fiscal year 2018 Teams globally Create success plan
Create detailed technical
implementation plan
Onboard
Execute success plan
Execute technical implementation
plan
Decommission legacy PSTN FY18Q2: Decommission legacy PSTN Drive Value

Conferencing service globally by mid of Conferencing service globally Boost user engagement and
fiscal year 2018 drive adoption
Manage and prepare change
Measure, share success, and
iterate
TIP
Examples of OKRs relevant to a Calling Plans implementation can be referenced below:
Deploy Calling Plans in European branch FY18Q3: Deploy Calling Plans in London Envision
offices by end of fiscal year 2018 office Create success plan
implementation plan
Onboard
plan
Decommission legacy PBX in London FY18Q4: Decommission legacy PBX in Drive Value
office by end of fiscal year 2018 London office Boost user engagement and
drive adoption
iterate
TIP
Examples of OKRs relevant to a Direct Routing implementation can be referenced below:
Deploy Direct Routing in Canadian FY18Q3: Deploy Direct Routing in Envision

branch offices by end of fiscal year 2018 Toronto office Create success plan
implementation plan
Onboard
plan
Decommission legacy PBX in Toronto FY18Q4: Decommission legacy PBX in Drive Value
office by end of fiscal year 2018 Toronto office Boost user engagement and
drive adoption
iterate
KSIs measure quality and success of the key results, and complement the binary nature of OKRs (achieved or not
achieved) by detailing good and/or bad results.
When defining KSIs, we recommend that you use “specific, measurable, assignable, realistic, time-related”
(SMART) criteria:
Specific: target a specific area for improvement
Measurable: quantify, or at least suggest an indicator of, progress
Assignable: specify who will do it
Realistic: state what results can realistically be achieved, given available resources
Time-related: specify when the results can be achieved
TIP
The following is an example of KSI relevant to this project:
KSI Q UESTIO N &

T YPE CRITERIA HO W M EASURED SUCCESS CRITERIA M EASURED RESPO NSIBLE
Usage/adoption Call quality is Survey 80% of users After enablement Information

equal to or better agree or strongly and quarterly Technology team
than the previous agree
solution
Usage/adoption Microsoft Teams Survey 80% of users After enablement Change

made the agree or strongly and quarterly Management
communication agree team
process easier
Usage/adoption Users actively use Office 365 80% of users are Daily Change
the solution reports, Call active daily users Management
Quality team
Dashboard
Usage/quality Percentage of Call Quality < 5% of poor Daily Information

poor Dashboard calls per month Technology team
calls/conferences
should be minimal
Usage/support I know how to get Survey 90% of users After enablement Change
technical support agree or strongly and quarterly Management
agree team
Usage/support I am satisfied with Survey 80% of users After each incident Information
the quality of agree or strongly Technology team
technical support agree
Financial Reduction of Financial system Meet defined ROI Based on ROI Change
legacy Management
conferencing team
minutes
You need to identify business risks as part of this exercise, and define a mitigation plan for each identified risk. This
information can be captured into a risks register.
TIP
Your risk register can be documented as the example below:
RISK LIKELIHO O D IM PACT O VERALL M ITIGATIO N PL AN

Upcoming merger will High High High For merged

add up to 1,000 companies,
people create a
separate OKR
that applies to
their own
project phases
(Envision,
Onboard, Drive
Value)
Don’t include
these OKRs in
existing OKRs
Telephone number High High High Prepare all the

porting will delay information
project completion required to
support
telephone
number porting
ahead of time
(customer
service record,
billing details,
Letter of
Authorization)
Adjust the
project timeline
to
accommodate
the turnaround
time of
telephone
number porting
execution
Communicate
the use of new
dial-in
conferencing
numbers to
external
participants
Use temporary
telephone
numbers with
Caller ID
manipulation
Planned network High Medium Medium Before

redesign implementing
Teams as a
modern
communication
s and
collaboration
platform,
conduct a
network
readiness
assessment for
sites in scope
of the project
SBC configuration High High High Before

implementing
Teams as
replacement
for the existing
PBX, confirm
that you can
meet all SBC
configuration
requirements
Confirm that
SBC support
resources have
the proper skill
set to configure
SBC for Direct
Routing
Decision points What are your organization's

OKRs and KSIs?
What risks have you identified
relevant to the implementation
of Audio Conferencing in your
organization? What are the
mitigation plans for the
identified risks?
of Calling Plans in your
identified risks?
of Direct Routing in your
identified risks?
Next steps Document the OKRs and KSIs,

and establish the risks register.
Establish a steering committee

A steering committee is a governing group of key stakeholders and project leaders who have been brought
together to guide a project or program toward its defined business outcomes. The steering committee isn’t directly
responsible for how the project is delivered, but rather what the project delivers to the business.
Every project requires an agreed-on vision and charter. To deliver the outcomes you want from the project, the
vision must be clearly defined, and it needs to be monitored and maintained. This becomes the responsibility of the
steering committee: to drive decisions, advise, provide strategic oversight, to serve as advocates to the organization
for the project’s initiatives, and—when necessary—remove blockers.
Your organization should put significant thought into the formation of the steering committee. The committee must
ensure that the project achieves the business objectives you’ve defined for driving change throughout the
organization, meet periodically to discuss the current pulse of the project, and help unblock any obstacles that are
encountered along the way.
The committee should define its charter to include some key objectives:
Keep a strong alignment between the project team and the executive sponsor or executive leadership.
Provide insight into the status of the project to the executive sponsor or executive leadership.
Allow the executive sponsor or executive leadership team to provide direction and input to the project and
ensure that it aligns with overarching business goals, by adjusting project plans, objective key results
(OKRs), and other project activities.
The steering committee meets at a recurring interval throughout the lifetime of a project to ensure alignment
between the organizational leadership and the project team. This critical meeting ensures that the direction of the
project has leadership’s full support and incorporates any feedback provided by leadership into the project to drive
success. The committee uses these meetings to gain insight into project status, and to:
Agree on business outcomes that align to the business case, and to ensure the project is driving towards
delivery of these outcomes.
Check and approve the project for accuracy and compliance with the business case.
Review and verify changes made to the business case that could affect any defined outcomes.
Make strategic decisions regarding the prioritization of project deliverables, and approve interim
deliverables.
Identify, manage, and mitigate gaps, risks, and issues where additional influence is required from the
committee.
Gather support from the executive sponsor or executive leadership team for issues that require escalation,
prioritizing and resolving any conflicts between stakeholder business units.
Provide formal feedback and recommendations to executive leadership, the change advisory board, or other
business and IT stakeholders, as applicable.
Decision points Decide whether a steering

committee is required for your
organization.
Next steps Identify members of the steering

committee.
Schedule steering committee
meetings.
Prepare for steering committee
meetings.
Hold steering committee
meetings.
Take action based on steering
committee meeting input.
Additional detailed guidance on how to operate a proper steering committee can be found in the steering
committee guide.
You've completed the Get started. You've rolled out Teams with chat, teams, channels, & apps across your
organization. Maybe you've deployed Meetings & conferencing. Now you're ready to add cloud voice
workloads, and you've decided to use Microsoft Phone System with Calling Plan to connect to the Public
Switched Telephone Network (PSTN ).
This article describes core deployment decisions for Calling Plans as well as additional considerations you
may want to configure, based on your organization's needs. You should also read Cloud Voice in Microsoft
Teams for more information about Microsoft's cloud voice offerings.
Learn more about Calling Plans

The following articles provide more information about deploying and using Microsoft Calling Plans:

To use Microsoft as your telephony carrier, you need to obtain Calling Plan licenses and assign them to your
Phone System users.
There are two types of Calling Plans available:
Domestic Calling Plans
Domestic and International Calling Plans
ASK YOURSELF ACTION
Are Calling Plans available in my area? Which user locations For more information, see Country and region availability
will have Calling Plan service? for Audio Conferencing and Calling Plans.
Do my users need international calling? For more information, see Calling Plans for Office 365.
Do my users have Calling Plans licenses? To buy and assign licenses, see Step 2: Buy and assign
licenses.
Do my users each have a direct inward dial (DID) phone To get phone numbers, see Step 3: Get phone numbers.
number?

It's easy to transfer your phone numbers from your current service provider to Teams. After you port your
phone numbers to Teams, Microsoft will become your service provider and will bill you for those phone
numbers. For more information, see Transfer phone numbers to Office 365.
Phone numbers and emergency locations
With Calling Plans in Office 365, every user in your organization needs to have a unique direct inward dial
(DID ) phone number and a corresponding validated emergency address. You can also specify an emergency
location within the emergency address (for example, an office number or floor number).
ASK YOURSELF ACTION
How detailed do I want the emergency address and For more information, see What are emergency locations,
location information to be? addresses, and call routing?.
Calling identity
By default, all outbound calls use the assigned phone number as calling identity (caller ID ). The recipient of the
call can quickly identify the caller and decide whether to accept or reject the call.
ASK YOURSELF ACTION
Do I want to mask or disable caller ID? To change or block the caller ID, see Set the caller ID for a
user.
organization. Maybe you've deployed Meetings & conferencing. Now you're ready to add cloud voice workloads,
and you've decided to use your own telephony carrier for Public Switched Telephone Network (PSTN )
connectivity by using Phone System Direct Routing. With Direct Routing, you can use Phone System with
virtually any telephony carrier.
This article describes core deployment decisions for Direct Routing as well as additional considerations you may
want to think about, based on your organization's needs. You should also read Cloud Voice in Microsoft Teams for
Learn more about Direct Routing

The following articles provide more information about configuring and using Phone System Direct Routing.
Configuring Direct Routing requires understanding of PSTN routing design. You should read all of these articles
to understand how to plan and configure Direct Routing:
Plan Direct Routing
In addition, you might want to read the following articles depending on your requirements:
Watch the following session to learn more about Direct Routing: Direct Routing in Microsoft Teams

These are the core decisions to consider for Direct Routing.
ASK YOURSELF ACTION
For which users will I enable Direct Routing? For more information, see Enable users for Direct Routing
Service.
Do I have the required licenses for Direct Routing? For more information, see Licensing and other requirements.
Session Border Controller (SBC ) considerations

With Direct Routing, you connect your own Session Border Controller (SBC ) directly to Phone System. For a list
of certified SBCs, see Supported Session Border Controllers.
ASK YOURSELF ACTION
Where and how will I deploy SBCs? For more information, see Configure Direct Routing
Do I have multiple tenants? For more information, see Configure a Session Border
Controller for multiple tenants.
Voice routing considerations

You'll need to configure Phone System to route the calls to the specific SBCs.
ASK YOURSELF ACTION
What voice routing policies, PSTN usage, and voice routes do For voice routing information, see Configure Voice Routing.
I need to create?
Which users will be assigned to the voice routing policy that I See the examples in Configure Voice Routing.
define?
Calling and interop policies

Direct Routing is only supported with Microsoft Teams. To place or receive PSTN calls through Direct Routing,
you need to configure the necessary policies to ensure incoming calls are received in Teams. You can configure
users to set Teams as their preferred client for calls by either configuring the user for Teams Only mode or
configuring Teams as the preferred calling client by assigning the TeamsCallingPolicy and the TeamsInteropPolicy.
ASK YOURSELF ACTION
How will I set Teams as the preferred client for calls? For more information, see Set Microsoft Teams as the
preferred calling client for users.
Additional deployment considerations

You may want to consider the following, based on your organization's needs and configuration:
ASK YOURSELF ACTION
Do you have an existing Skype for Business Server To understand how user accounts in a hybrid environment
deployment with hybrid connectivity configured? are provisioned and managed, see User accounts in a hybrid
environment with PSTN connectivity.
Are you migrating to Direct Routing from Calling Plan or from To understand more about migrating to Direct Routing from
a Skype for Business on-premises environment? an existing environment, see Migrating to Direct Routing.
Evaluate my environment
This article gives an overview of the requirements for properly evaluating your current environment for using
cloud voice services. By evaluating your environment, you identify risks and requirements that will influence your
overall cloud voice deployment. By identifying these items beforehand, you can adjust your planning to drive
success.
Introduction to evaluating your environment

To achieve your objective key results (OKRs), you previously made key service decisions. The next step is to
perform environmental discovery to evaluate all aspects relating to your IT and telephony infrastructure,
networking, and operations to confirm that your organization is ready to implement the solution.
Environmental discovery must include network readiness assessment to ensure your network can support the
implementation of the Audio Conferencing or Phone System with Calling Plan services.
You identify technical risks as part of an environmental assessment and adoption readiness evaluation, and
develop a mitigation plan for each identified risk. You should incorporate this information in the risk register.
Current environment
As part of your environmental discovery, include all matters related to end-user computing, such as a readiness
assessment of PCs and mobile devices to support Audio Conferencing and Phone System with Calling Plan
business use cases, from hardware requirements to software requirements.
Environmental discovery can also uncover whether you need to transfer phone numbers to Microsoft. Knowing
this will help your organization adjust its project plan accordingly and prepare the necessary information for
number porting. You can use the Environmental discovery for Microsoft Teams rollout to perform environmental
discovery.
Who will be responsible for completing an environment

Decision points assessment?
Document the results of the environment assessment.

Next steps
Adoption and change management assessment capabilities

Deployment puts a new technology at a user's fingertips, but business results are only realized after users truly
adopt that solution as their own. To help ensure sustained adoption of a new solution, you'll need to focus your
efforts on user readiness and change management. For optimal results, conduct user readiness planning as a
parallel workstream to your technical readiness activities and incorporate the following activities:
Organizational and user profiling: Analysis of organizational receptiveness to change in addition to use
case and persona analysis
Readiness and resource preparation: Creation of targeted and broad-reach awareness, training, and
support resources, including focused value messaging to accelerate user buy-in
Use the following considerations to assess your organization’s preparedness to address user change management.
Have you had previous success with user adoption of

Decision points software or services?
Can you track usage uptake?
Do you have the resources to design and manage an
initial—and ongoing—adoption campaign (awareness,
training, and support)?
Do you have a dedicated user adoption/change
management team, or can you invest in those
resources to ensure business outcomes?
If you answered "yes" to all of the above, identify the

Next steps right user change management stakeholders and begin
your user readiness planning.
If you answered "no" to some or all of the above,
consider engaging outside resources to assist with
driving change management and adoption-related
activities for your organization.
Network readiness
Teams uses audio and video technology (codecs) that can adapt to—and therefore perform better under—most
network conditions. To ensure optimal and consistent performance, you should prepare your network for Teams.
Key takeaways
These are the main takeaways from this guidance. You must:
Open TCP ports 80 and 443 outgoing from clients that will use Teams.
Open UDP ports 3478 through 3481 outgoing from clients that will use Teams.
Ensure that you have sufficient bandwidth for deploying Teams.
Run the Network Assessment Tool and ensure that you meet the requirements described in Media quality
and network connectivity performance from both the edge segment and the client segment.
Why should you prepare your network?

Before we look at the steps to be taken, it’s important to understand what can affect the performance of Teams and
thereby user happiness and satisfaction. Three major risk areas can affect how users perceive network quality:
Insufficient bandwidth available
Firewall and proxy blockers
Network impairments such as jitter and packet loss
The steps described below will help you determine whether your deployment might be affected by any of these
factors and will help you move toward a resolution. Failing to prepare your network will likely lead to dissatisfied
users and costly, ad-hoc fixes. By preparing your network—and your organization—for Teams, you can
dramatically increase your chance of success.
Bandwidth planning
The first step toward network readiness is ensuring your network has enough bandwidth available for the
modalities Teams will provide to users. Planning for sufficient bandwidth is a fairly straightforward task and a very
low -barrier start to ensure your users will have a high-quality Teams experience.
Local internet egress
Many networks were designed to use a hub and spoke topology. In this topology, internet traffic typically traverses
the WAN to a central datacenter before it emerges (egresses) to the internet. Often, this is done to centralize
network security devices with the goal of reducing overall cost.
Back-hauling traffic across the WAN increases latency and has a negative impact on quality and the user
experience. Because Microsoft Teams runs on Microsoft’s large global network, there’s often a network peering
location close to the user. A user will most likely get better performance by egressing out of a local internet point
close to their location and on to our voice-optimized network as soon as possible. For some workloads, DNS
requests are used to send traffic to the nearest front-end server. In such cases, it’s important that when using a
local egress point, it’s paired with local DNS resolution.
Optimizing the network path to Microsoft’s global network will improve performance and ultimately provide the
best experience for users. For more detail, see the blog post Getting the best connectivity and performance in
Office 365.
VPN
VPNs provide a valuable service to many organizations. Unfortunately, they’re typically not designed or configured
to support real-time media. Some VPNs might also not support UDP. VPNs also introduce an extra layer of
encryption on top of media traffic that’s already encrypted. In addition, connectivity to the Teams service might not
be efficient due to hair-pinning traffic through a VPN device. Furthermore, they aren’t necessarily designed from a
capacity perspective to accommodate the anticipated loads that Teams will require.
The recommendation is to provide an alternate path that bypasses the VPN for Teams traffic. This is commonly
known as split-tunnel VPN. Split tunneling means that traffic for Office 365 won’t traverse the VPN but will go
directly to Office 365. This change will have a positive impact on quality, but also provides the secondary benefit of
reducing load from the VPN devices and the organization’s network.
To implement a split-tunnel, consult with your VPN vendor for the configuration details.
Wi-Fi
Like VPN, Wi-Fi networks aren’t necessarily designed or configured to support real-time media. Planning for, or
optimizing, a Wi-Fi network to support Teams is an important consideration for a high-quality deployment.
There are several factors that come into play for optimizing a Wi-Fi network:
Implementing QoS or Wi-Fi Multimedia (WMM ) to ensure that media traffic is getting prioritized
accordingly over the Wi-Fi networks.
Planning and optimizing the Wi-Fi bands and access point placement. The 2.4 GHz range may provide an
adequate experience depending on access point placement, but access points are often affected by other
consumer devices that operate in that range. The 5 GHz range is better suited to real-time media due to
their dense range but requires more access points to get sufficient coverage. Endpoints also need to support
that range and be configured to leverage those bands accordingly.
If dual-band Wi-Fi networks are deployed, consider implementing band steering. Band steering is a
technique implemented by Wi-Fi vendors to influence dual-band clients to use the 5 GHz range.
When access points of the same channel are too close together they can cause signal overlap and
unintentionally compete, resulting in a bad experience for the user. Ensure that access points that are next to
each other are on channels that don’t overlap.
Each wireless vendor has its own recommendations for deploying its wireless solution. We recommend that you
consult your vendor for specific guidance.
Firewall and proxy requirements

Microsoft Teams connects to Microsoft Online Services and needs internet connectivity for this. For Teams to
function correctly, you must open TCP ports 80 and 443 from the clients to the internet, and UDP ports 3478
through 3481 from the clients to the internet. The TCP ports are used to connect to web-based content such as
SharePoint Online, Exchange Online, and the Teams Chat services. Plug-ins and connectors also connect over
these TCP ports. The four UDP ports are used for media such as audio and video, to ensure they flow correctly.
Opening these ports is essential for a reliable Teams deployment. Blocking these ports is unsupported and will
have an effect on media quality.
If your organization requires that you specify the exact IP address ranges and domains to which these ports should
be opened, you can restrict the target IP ranges and domains for these ports. For a list of exact ports, protocols,
and IP ranges, see Office 365 URLs and IP address ranges. If you choose to restrict the target IP address ranges
and domains, you must ensure that you keep the list of ports and ranges up to date because they might change.
You can subscribe to this RSS feed to be updated when changes occur. It’s also a good practice to test whether all
ports are opened by running the Skype for Business Network Assessment Tool on a regular basis. You can find out
more about the functionality of this tool in the next section.
In the event of a proxy server being deployed, we recommend that you bypass the proxy server for all Teams
services. Although using a proxy might work, it’s very likely that quality will be reduced due to media’s being
forced to use TCP instead of UDP. For more information about proxy servers and bypassing, see Office 365 URLs
and IP address ranges.
Test the network

After you’ve completed your planning and network preparation—including upgrading bandwidth and opening
ports in the firewall—you should test your network’s performance. The results of this testing will paint a clearer
picture of any network optimization or remediation required for the success of your Audio Conferencing or Phone
System with Calling Plan implementation.
You can download the Skype for Business Network Assessment Tool to test whether your network is ready for
Teams. The tool offers dual functionality: it can test whether all the correct ports have been opened, and it can test
for network impairments.
After you download and install the tool, you can find it in C:\Program Files\Microsoft Skype for Business Network
Assessment Tool. A detailed guide for how to use the tool, Usage.docx, is included in that directory.
Test for opened ports
Open a Command prompt window and navigate to the Network Assessment Tool directory by entering cd
C:\Program Files\Microsoft Skype for Business Network Assessment Tool. At the command prompt, start
the test for opened ports by entering networkassessmenttool.exe /connectivitycheck
After running the checks, the tool will either display the message “Verifications Completed Successfully” or report
on the ports that were blocked. It also generates a file named Connectivity_results.txt, which contains the output
from the tool and stores it in the %userprofile%\appdata\local\microsoft skype for business network assessment
tool\ directory.
We recommend that you run the connectivity checks on a regular basis to ensure the ports have been opened and
are functioning correctly.
Test for network impairments
To increase user satisfaction, you should limit any impairments on your network. The most common network
impairments are delay (latency), packet loss, and jitter:
Latency: This is the time it takes to get an IP packet from point A to point B on the network. This network
propagation delay is essentially tied to physical distance between the two points and the speed of light,
including additional overhead taken by the various routers in between. Latency is measured as one-way or
round-trip time.
Packet loss: This is often defined as a percentage of packets that are lost in a given window of time. Packet
loss directly affects audio quality—from small, individual lost packets having almost no impact to back-to-
back burst losses that cause audio to cut out completely.
Inter-packet arrival jitter, or simply jitter: This is the average change in delay between successive
packets. Most modern VoIP software, including Skype for Business, can adapt to some levels of jitter
through buffering. It's only when the jitter exceeds the buffering that a participant will notice the effects of
jitter.
The maximum values for these impairments are described in Media quality and network connectivity performance.
When testing for these impairments, we distinguish between two separate segments:
The edge segment is the segment in which your router lives. This is the closest logical network segment
connected to the internet at each of your locations. In most cases, this is the connection point of the router,
or possibly a perimeter network (also known as DMZ, demilitarized zone, and screened subnet). No further
traffic that affects devices other than the router should occur between this segment and the internet.
The client segment is the logical network segment in which your clients reside.
You should test both segments by using the Network Assessment Tool. To test the segment, navigate to the
directory and enter networkassessmenttool.exe at the command prompt. The results are written to a file named
Results.tsv, and you can compare them to the requirements for each segment.
Note that both segments must meet the requirements for a high-quality deployment. We recommend that you run
the tool multiple times for one hour straight to get a good indication of your network’s performance.
Network remediation
If the results of bandwidth planning, port testing, or network requirements testing show that your current network
needs remediation before you deploy Teams, you can accomplish this in several ways:
For insufficient bandwidth, upgrade connections so that traffic to Office 365 can flow unhindered.
For blocked ports, change firewall rules and retest the ports.
For network impairments, always perform a root-cause analysis.
Quality of service (QoS ) can be used to battle impairments by prioritizing and separating traffic. Some
organizations choose to deploy QoS to overcome bandwidth issues or restrict the amount of traffic flowing. This
won’t improve quality and will lead to new problems. A root-cause analysis should always be performed when
network impairments exceed requirements. QoS can be a solution. For more information, see Quality of Service in
Microsoft Teams.
NOTE
Many networks evolve over time due to upgrades, expansion, or other business requirements. Ensure that you have
operational processes in place to maintain these areas as part of your service management planning.
Who will be responsible for completing proper network

Decision points assessments across all network segments and
organization locations?
You can perform a detailed network assessment to

Next steps help ensure your network is ready for your Microsoft
Teams deployment.
Perform network remediation based on the results of
the assessment for every network segment.
Plan my service management
This article gives an overview of the requirements that are necessary to deliver and maintain a high-quality
Microsoft Teams deployment. You can help ensure a successful deployment by planning for service management
and quality during the Envision phase, before your first pilot or production deployment.
Service management for Teams

Service management is a broad topic that covers day-to-day operations of the Microsoft Teams service after it has
been deployed and enabled for users. The Teams service encompasses Microsoft Office 365 and the infrastructure
components that are deployed on-premises (for example, networking).
The notion of service management is most likely not a new concept for most organizations. You probably have
already implemented processes and tasks that are associated with existing services. That said, you can probably
augment what you have in place when you plan for service management today to support Microsoft Teams in the
future.
Service management encompasses all the activities and processes involved in managing Microsoft Teams end to
end. Some components of service management—the infrastructure components that the Office 365 service itself
comprises—are Microsoft’s responsibility, whereas the customer is accountable to its users to manage the various
aspects of Teams, the network, and endpoints they provide. For a complete discussion of the customer
responsibility for Teams service management and how it relates to the key components that underpin the quality of
the user experience, see Plan for service management and quality.
Introduction to the Operations Guide

What, Who, and How are three important questions that need to be answered when it comes to service
management.
You can use the Operations Guide to help you address all three of these questions. The guide provides a list of
activities to be performed on a daily, weekly, monthly, and as-needed basis. These activities and tasks are critical for
maintaining a high-quality Teams deployment. Determining who will be responsible for performing specific
activities in service management is a critical aspect of your planning that you need to do early in the Envision
phase to ensure a successful deployment. After you’ve figured out the tasks and activities, they need to be
understood and followed by the groups or individuals that you assign to them. The Operations Guide provides
knowledge and guidance for how to perform each of the tasks, and/or references to outside content.
Plan for operational role mapping

Planning for service management early is a critical milestone, because the operations phase begins when the first
pilot users are enabled. The project team must review and agree on the tasks and activities required, identify the
team that’s responsible for each operational task, and then get a commitment and sign-off from each respective
team.
After sign-off is complete, the responsible team must then start operationalizing these roles and responsibilities.
This might include training and readiness, updating the staffing model, or ensuring that external partners are ready
to deliver.
Mapping operational roles early in the Envision phase enables all teams to start their operational tasks during the
pilot and ramp up operations and make sure that everything is ready after the deployment starts.
The Operations Guide provides a list of common tasks mapped to typical roles that should be valid in most
scenarios. You need to customize these responsibilities to work for your organization.
TIP
The following is an example of a template to document the result of operational roles mapping exercise that you performed
to support this project.
OPERATIONAL ROLE DESCRIPTION TEAM CONTACT DETAILS
Service Owner Service owner, interface to TBA TBA

business divisions, strategy
Audio Conferencing Daily operations, user and TBA TBA

Operations device account
move/add/change,
monitoring
Tenant Admin Change tenant-wide TBA TBA

settings, enable new features
Help Desk Interface for users to get TBA TBA

support
Network Operations Run LAN, WAN, Wi-Fi, and TBA TBA

internet access
Client & Endpoints Team Manage desktop TBA TBA

deployments
Identity Operations Manage identity TBA TBA

infrastructure (Active
Directory, Active Directory
Federation Services, Azure
AD)
OPERATIONAL ROLE DESCRIPTION TEAM CONTACT DETAILS
Adoption/Change Manage awareness, training, TBA TBA

Management and adoption for the
solution
Exchange Operations Manage the Exchange TBA TBA

environment
Telephony Operations Manage the SBC's and the TBA TBA

phone numbers
The Quality Champion role

A group or individual needs to be accountable for quality in all organizations. This is the most important role in
service management. The quality champion is a customer role that's assigned to a person or group who is
passionate about their users' experience. This role requires the skills to identify trends in the environment and the
sponsorship to work with other teams to drive remediation. The best candidate for the quality champion is typically
the customer service owner, who—depending on the organization’s size and complexity—could be any person or
group who is passionate about user experience.
The quality champion leverages existing tools and documented processes, such as the Call Quality Dashboard
(CQD ) and the Quality Experience Review Guide, to monitor user experience, identify quality trends, and drive
remediation where needed. The quality champion works with the respective teams to drive remediation actions,
reporting to a steering committee on their progress and open issues.
The tasks and activities associated with the role are documented in the Operations Guide. This role should be
assigned early in the Envision phase. A key step in operationalizing the role of Quality Champion is gaining the
knowledge required for the role and ensuring the prerequisites are in place to deliver on the tasks. A key task for
this role is running a regular Quality Experience Review.
Introduction to the Quality Experience Review Guide

The Quality Experience Review Guide has a set of activities that assess and provide remediation guidance in key
areas that have the greatest impact for improving user experience, as shown in the figure below.
By continually assessing and remediating the areas described in this document, you can reduce their potential to
negatively affect user experience. Most user-experience problems encountered in a deployment can be grouped
into the following categories:
Incomplete firewall or proxy configuration
Poor Wi-Fi coverage
Insufficient bandwidth
VPN
Use of unoptimized or built-in audio devices
Problematic subnets or network devices
The guidance provided in the Quality Experience Review Guide focuses on using Call Quality Dashboard (CQD )
Online as the primary tool to report and investigate each area described, with a focus on audio to maximize
adoption and impact. Any optimizations made to the network to improve the audio experience will also directly
translate to improvements in video and desktop sharing.
We highly recommend that you nominate the quality champion early on. After being nominated, they should start
to familiarize themselves with the content in the Quality Experience Review Guide.
Decide who is accountable for cloud voice operations in

Decision points your organization.
Download the Planning for Service Management full

Next steps guide.
Download the Quality Experience Review guide.
Review the Operations Guide in full.
Provide all guides to every operations team members
to review and be familiar with operations requirements.
Plan my users’ experience
This article gives an overview of the requirements for properly identifying the elements of your cloud voice
services deployment that directly affect your users’ experience. By preparing for these items before deployment,
you’ll increase your chances of successfully delivering a high-quality, reliable experience for users.
Client deployment
Microsoft Teams has clients available for web, desktop (Windows and Mac), and mobile (Android and iOS ). For
additional details about how the desktop (Windows and Mac) and mobile clients are installed, see Get clients for
Microsoft Teams.
Client updates
One of the key benefits of Teams is that the client is kept up to date automatically. The clients on the PC and Mac
are updated by using a background process that checks for new builds and downloads the new client when the app
is idle.
Plan for endpoint quality

As you can see from the diagram below, endpoints are an important building block in providing a quality
experience for users.
Teams endpoints can run on many devices, including PCs, Macs, tablets, and mobile devices. Part of the experience
not only encompasses the device, but how a user connects to the device—for example, using the device’s built-in
mic/speaker, earbuds, or an optimized headset. Using an optimized headset can enrich the overall user experience.
The following guidance on endpoint planning will help you ensure your organization has a successful onboarding
experience with Teams.
Endpoint capability
The first part of planning is to ensure all the PCs and other devices in your organization can run Teams. This
involves not just looking at the hardware requirements, but also understanding what else the PC is doing in the
background. Many organizations run other software, including intrusion detection systems and antimalware
software, which can affect the base performance of a device.
For information about the software requirements for Teams clients on each platform (web, desktop, and mobile),
see Get clients for Microsoft Teams.
Endpoint firewalls
Client-side firewalls can have a significant impact on the user experience. Client-side firewalls can affect call quality
in addition to preventing a call from being established. Configure the appropriate exclusions on the client firewall
based on the information in Office 365 URLs and IP address ranges. Your third-party vendor will have specific
guidance on how to create the exclusions.
NOTE
Microsoft Teams will automatically update the Windows Firewall with an appropriate firewall configuration.
Wi-Fi recommendations for endpoints

It takes significant planning to deploy an optimized Wi-Fi network to support real-time workloads in Microsoft
Teams. The following sections provide some general guidance that can help you avoid common pitfalls when
planning for endpoints.
Wi-Fi drivers
Some Wi-Fi drivers can be problematic. As an example, a driver might have very aggressive roaming behaviors
between access points, causing poor call quality. This isn’t a common occurrence, but it’s important to ensure that
Wi-Fi drivers on the PC have been updated and tested prior to deployment.
Wi-Fi bands
There are primarily two types of bands used in Wi-Fi equipment today, 2.4 GHz and 5.0 GHz. If your organization
provides both bands, you should configure your driver settings to prefer the 5.0 GHz band. This band is much
denser in terms of throughput and is less affected by the interference seen in the 2.4 GHz band. This
recommendation assumes that you’ve properly optimized the 5.0 GHz network band.
Wi-Fi radio type
Plan for devices that support the newer Wi-Fi radio types. You can get very good Wi-Fi performance if you
leverage 802.11ac or newer on the devices you provision.
Wireless avoidance
Some organizations prefer to avoid Wi-Fi altogether. Sometimes this guidance is provided through a
recommendation to users to connect directly to a wired network. In some cases, the network binding order might
have the wireless connection preferred and continue to use that connection even though the PC is connected to the
wired connection. To avoid this unintended behavior, configure the binding order to avoid this scenario.
802.11 Power Save protocol
If your organization uses wireless access points or routers that don’t support the 802.11 Power Save protocol, you
might experience dropped calls or poor call quality in Microsoft Teams running on Windows devices. If it’s not
possible to upgrade your wireless access point or routers, you should update Windows Power Plan settings on
devices that run on battery power. Further detail and configuration guidance is provided in the following support
article.
What Teams clients will be deployed in your
Decision points organization?
How will you initially deploy Teams clients to your
users?
Who is responsible for evaluating endpoints and
devices to validate they meet Teams requirements for a
quality experience?
Document the process that will be followed to deploy

Next steps Teams clients.
Evaluate endpoints and devices and perform and
remediation required.
Devices for Teams

Microsoft Teams can be used for meetings or as a phone system. When using these features, the interface device
that is used for Teams plays an important role in the user experience.
Using a built-in PC speaker and microphone might sound acceptable to the user who has that configuration. But
typically, those devices aren’t optimized for noise cancellation, and any type of ambient noise can have a
downstream impact on others on the call. Leveraging devices optimized for these scenarios will help ensure a high-
quality experience.
Each device needs to meet the needs of your users. You’ll need to tailor devices such as headsets for the different
personas and use cases in your organization. A persona-to-device mapping exercise should be completed as part
of the planning process.
After you’ve selected the devices, include them in the pilot test plan for final validation. Leverage surveys during
the pilot to collect feedback to ensure your device strategy is optimal.
NOTE
At this time, we recommend using audio devices that were certified through the Skype for Business Certification program. To
find devices certified under this program, see the USB Devices Certified for Skype for Business solutions catalog.
Decide on your organization’s overall device strategy

Decision points for user and meeting room experiences.
Complete a persona-to-device mapping exercise for

Next steps your organization.
Document the process for obtaining devices for users
and meeting rooms.
Document the process for deploying and configuration
devices for users and meeting rooms.
Procure initial devices to begin your deployment.
Document my success plan
This article gives an overview of the requirements for properly documenting your cloud voice deployment. By
defining and documenting all decision points and next steps while planning your cloud voice deployment, you can
make sure all stakeholders and project team members are aligned on delivering successful outcomes.
Execution planning
After defining how you’ll implement the Audio Conferencing or Phone System with Calling Plan solution in your
organization, you need to plan for the execution of the implementation project.
If your organization has only one or two sites, you might not need to complete all the details provided in this
article, but you should read through it to guide your approach.
Deployment model
As with any technology implementation that transforms the way people work in your organization, choosing the
right way to undertake the deployment will greatly influence the success of your cloud voice implementation.
Potential deployment models include the following:
Per site: This model is suitable for cases where your organization is geographically dispersed, and branches
have significant numbers of employees. However, this deployment model can potentially disrupt
communication within departments where department employees are spread across several locations.
Per division: This model is usually the better option for medium-size companies and ensures that
departments involved have the same experience.
Whole company at once: This model is typically the best option for small companies, where all employees
get the same experience from day one of the deployment.
Decide the Teams deployment execution model that’s

Decision points applicable to your organization.
Document the Teams deployment execution model

Next steps you’ve chosen, and include business and technical
justifications.
RACI modeling
To ensure that you’ve got clarity for who is responsible for what in your project, use a responsibility assignment
matrix (also known as a RACI—responsible, accountable, consulted, and informed—matrix). List the person or
group who is responsible and accountable for each task, along with stakeholders to be consulted in the decision-
making process, and stakeholders to be informed of each decision and action throughout the project execution.
The following is an example of a RACI matrix for a cloud voice implementation.
CHANGE
MANAGEMENT/AD
COLLABORATION OPTION BUSINESS UNIT
ACTIVITY/ROLE PROJECT LEAD LEAD/ARCHITECT CONSULTANT SPECIALIST REPRESENTATIVES
Program R, A C
presentation
kickoff call
Set up Call I C R, A
Quality
Dashboard
Share the I C R, A
Discovery
Questionnaire
during kickoff call
Envision phase R, A C
kickoff
Business use A R C
cases workshop
Review the R, A C
Discovery
Questionnaire
Architecture I R, A C
workshop
Adoption user C I A R
scenarios
Envision phase
workshop
Adoption success R, A C
workshop
Client and device I R, A C

readiness
workshop
Decide the activities/roles relevant to the cloud voice

Decision points implementation project.
Decide the teams or people to be assigned to the
responsibility assignment matrix (RACI matrix) of the
cloud voice implementation project.
Document the RACI matrix.

Next steps
Quarterly execution plan

To execute the cloud voice deployment in manageable chunks of work, we recommend that you create a quarterly
execution plan based on your objective key results (OKRs), the deployment model you’ve chosen, and the project
execution capability of your organization.
This way you can track progress on a quarterly basis, revise the plan if needed, and deploy cloud voice capabilities
based on your organization’s capacity to execute.
If your organization has only one or two sites, you might not need a quarterly execution plan because you’d expect
to be fully deployed in a short period of time.
The following is an example of a quarterly execution plan for the Envision phase of a cloud voice implementation.
NUMBER OF
SITE/DIVISION EMPLOYEES AUDIO CONFERENCING PHONE SYSTEM QUARTER TO EXECUTE
US: New York 2000 Yes Phone System with Q1 CY2018

Calling Plans
Ireland: Dublin 300 Yes Phone System with Q1 CY2018

Calling Plans
Austria: Vienna 500 Yes Phone System Direct Q2 CY2018

Routing
Italy: Milan 200 Yes N/A Q2 CY2018
South America: Brazil 1500 Yes Phone System Direct Q2 CY2018

Routing
India: Delhi 7000 Yes N/A Q3 CY2018
Decide the quarterly execution plan to achieve the

Decision points objective key results (OKRs).
Document the quarterly execution plan.

Next steps
Communications and governance plan

To keep project stakeholders up to date with the progress of the deployment, you need to establish a plan for how
communications will take place among the core project team members and with the stakeholders to discuss
matters relating to status of the project, key milestones, blockers, and various reviews of the project against
established KSIs, operational metrics, and strategic goals.
The following is an example of a communications and governance plan that you can leverage in your cloud voice
implementation project.
TYPE GOALS PARTICIPANTS DAYS/TIME LOCATION MEETING OWNER
Project standup Sync on status of TBA Monday, Virtual TBA

calls the project, track Tuesday,
key milestones Wednesday,
and blockers Thursday 5 PM
PST
TYPE GOALS PARTICIPANTS DAYS/TIME LOCATION MEETING OWNER
Weekly steering Review status of TBA Every Friday 11 Virtual TBA

committee the cloud voice AM PST
project, report to
executives, raise
issues that
require executive
help to resolve
Monthly project Check project TBA Second Tuesday Virtual or in TBA

business/operatio status with of month person
nal review extended
stakeholders,
main points of
contact, and
executive
sponsors; review
the deployment
plan, KSIs, and
operational
metrics
Quarterly Check project TBA Last Thursday of In person TBA

business review status and review every quarter
(QBR) progress against
strategic goals,
KSIs, and
operational
metrics; revisit
plans if required
Decide the communications and governance plan,

Decision points including the frequency of regular status updates
(daily, weekly, monthly, or quarterly), methods for
conducting the status update meetings, and the owner
of each meeting.
Document the communications and governance plan.

Next steps
Finalize my success plan

A success plan is the summary of the documentation you created in the Envision phase.
The success plan gives the project team—which can include FastTrack or a deployment partner—sufficient
information to realize your organization’s goals with implementing the Audio Conferencing or Phone System with
Calling Plan service.
In general, a success plan contains the following main sections, many which you will have worked on through the
Envision phase:
Business case
Service readiness
Service decisions
Execution plan
Adoption plan
Operational plan
Business case
Business use cases, the list of stakeholders, OKRs and KSIs, risk registers, and project timelines typically make up
the bulk of information required for a business case. You should document these as part of your success plan.
Service readiness
Your environmental assessment provides the initial information required to determine your organization’s technical
readiness to implement Audio Conferencing and/or Phone System with Calling Plan.
Included here is your service readiness assessment and the plan to address areas that need remediation that you
discovered through environmental assessment.
Service decisions
Document how you planned the Audio Conferencing or Phone System with Calling Plan service technical
implementation for your organization.
Execution plan
Document how you planned the execution of the project to implement the solution throughout your organization.
Adoption plan
After you perform your adoption readiness assessment, the project team needs to come up with a comprehensive
set of communication plans, a training plan, and plans for pre-launch, launch, and post-launch adoption activities.
Identify resources to support adoption activities such as flyers, welcome emails, and training materials, along with
any customizations you’ll need to meet your organization’s requirements.
Download templates for adoption activities from the Microsoft Teams Customer Success Kit.
Operational plan
The exercise of mapping operational roles will establish roles and responsibilities, and the teams assigned to each
operational role, that you’ll need to support the implementation of Audio Conferencing.
You need to complete this and include the operational plan as part of the success plan to ensure operational
readiness of the solution.
Decide how you will document your entire success plan

Decision points for delivering your cloud voice workloads.
Confirm all components of your success plan have

Next steps been documented.
Aggregate individual components of your success plan
into a single summary document (optional).
Prepare my service
This article gives an overview of the requirements for preparing cloud voice services for your organization. By
preparing properly, you can be sure you’re ready to provide cloud voice capabilities to your organization.
Onboarding checklists for Microsoft Teams voice workloads

The following checklists walk you through the steps for implementing Audio Conferencing, Phone System with
Calling Plans (“Calling Plans”), and Phone System Direct Routing (“Direct Routing”) capabilities in Microsoft Teams.
Prepare Office 365 for Teams
Configure Teams core capabilities
Configure networking
Configure cloud voice workloads in Teams
Configure Direct Routing in Teams
The tasks and activities in these checklists are the core “to-do” items that apply to every deployment of cloud voice
capabilities with Teams. You can customize the checklists to include the activities and tasks that are specific to your
own Teams journey.
NOTE
This guidance focuses solely on Calling Plans, Audio Conferencing, and Direct Routing. If you’re new to Teams, review
Overview of Microsoft Teams. For general guidance for planning your Teams deployment, start with Deploy chat, teams,
channels, and apps in Microsoft Teams.
Use the provided checklists to track the status of each individual activity and task, and to be sure you haven’t
skipped any critical steps. Each activity includes a detailed description of required actions and references to
additional information that you can use to complete that activity.
Although we recommend that you follow the checklists in order, the exact sequence will depend on the scope of
your deployment and the configuration and complexity of your environment. They’re organized to support either a
“greenfield” Teams deployment (one with no previous Skype for Business Online presence) or migrating from
Skype for Business Online to Teams. If you’re migrating from Skype for Business Online, you might have already
completed some of these activities and can ignore them now.
When you’re onboarding users on a per-site basis, we highly recommended that you use the Site Enablement
Playbook for Voice (Playbook) as a supplementary guide to these checklists.
NOTE
Most of the configuration settings are common between Teams and Skype for Business Online. You use the Microsoft 365
Admin Center and Microsoft Teams admin center to configure those settings.
Who will be responsible for overseeing the completion
Decision points of the onboarding checklists?
Download the onboarding checklists.

Next steps Work through the onboarding checklist items step-by-
step in accordance with your organization’s
deployment plan.
Continue onboarding
After you complete these checklists, you’ll have successfully added voice capabilities to your Teams deployment.
As the next step, use the Site Enablement Playbook for Voice (Playbook) to help you onboard your users on each
site, and help ensure that you plan and execute important site-specific activities.
Ready Site by Site Rollout Plan
Establish Service Management Process
Execute Testing and Remediation
Test cloud voice workloads in Teams

After you’ve defined and documented your Teams cloud voice business success and technical implementation
plans as part of the Envision phase and undertaken the configuration you want in the admin center, the next step is
to validate that your organization’s expectations and requirements are met through feature, functionality, and
usability. You should perform this validation step before you deploy a pilot or final deployment in your production
environment.
You can leverage the business success plan you defined during the Envision phase to serve as the basis for
determining the activities, expectations, feature/functionality test cases, and overall scope to be evaluated during
the testing phase.
Define your testing approach

In its simplest form, your testing approach is based on your reviewing the feature capabilities of the Audio
Conferencing, Calling Plans, or Direct Routing service and developing a test plan to verify that your functionality
requirements are met for users in scope. The following is an example test plan for the Onboard phase of an audio
conferencing implementation.
AUDIO CONFERENCING FEATURE TO TEST RESULTS SUMMARY ADDITIONAL NOTES
Schedule an ad-hoc Teams meeting that Pass/Fail TBD

contains audio conferencing dial-in
information
Use a phone for meeting audio by Pass/Fail TBD

dialing into a meeting from the PSTN
with the dial-in information provided
Join other people to an existing meeting Pass/Fail TBD

by dialing out via the PSTN
CALLING PLANS OR DIRECT ROUTING
FEATURE TO TEST RESULTS SUMMARY ADDITIONAL NOTES
Make a PSTN call by dialing a PSTN Pass/Fail TBD

number
Receive a PSTN call by dialing your PSTN Pass/Fail TBD

number from an external line (mobile,
landline)
Transfer a PSTN call from one Teams Pass/Fail TBD

user to another
TIP
To assist with test-case creation as a starting point, see the list of user guidance available at Teams Meetings and calls.
Set up cloud voice workloads for Teams

Now that you’ve defined your testing approach, the next step is configuring your service environment and users in
scope for Teams cloud voice features.
For additional information, see:
Technical Planning for Audio Conferencing
Technical Planning for Phone System with Calling Plans
Set up Calling Plans for Skype for Business and Microsoft Teams
Plan Direct Routing
Execute the test plan
After the user environment and the service have been configured, the last step of testing includes test plan
execution with focus on feature and functionality validation.
Audio Conferencing testing prerequisites and assumptions for users and sites in scope:
Business use case definition for the Audio Conferencing service has been completed.
Licensing required for Audio Conferencing is available and has been assigned.
The list of organizational sites and user groups have been identified.
The list of dedicated and shared audio conferencing dial in numbers with language preference have been
identified and configured.
Communications Credits (if required) have been set up for your organization.
Audio Conferencing conference bridge settings have been identified and configured (PIN length, entry/exit
notifications, enablement notification preference).
Tenant conferencing policies and dial plan settings that support Audio Conferencing dial-out scenarios have
been identified, configured, and applied.
Audio Conferencing compliance requirements have been identified and configured.
Calling Plans testing prerequisites and assumptions for users and sites in scope:
Business use case definition for the Calling Plans service has been completed.
Licensing required for Calling Plans is available and has been assigned.
Phone numbers to be assigned to users have been acquired or ported to Microsoft and are available in the
tenant portal.
Communications Credits (if required) have been set up for your organization.
Tenant user policies and dial plan settings that support Calling Plans scenarios have been identified,
configured, and applied.
Calling Plans compliance requirements have been identified and configured.
Direct Routing testing prerequisites and assumptions for users and sites in scope:
Business use case definition for the Direct Routing service has been completed.
Licensing required for Direct Routing is available and has been assigned.
A certified session border controller (SBC ) has been deployed, configured and paired with Phone System.
Enterprise voice has been enabled, and the phone numbers have been assigned.
Voice routing policies have been identified, configured, and assigned.
Microsoft Teams has been set as the preferred calling client for the users in scope.
Direct Routing compliance requirements have been identified and configured.
Decide which Audio Conferencing feature capabilities

Decision points will be deployed (service decision).
Identify user functionality requirements for Audio
Conferencing.
Identify service configuration requirements for Audio
Conferencing.
Decide whether Direct Routing or Calling Plans will be

deployed and configured.
Decide which Phone System feature capabilities will be
deployed (service decision).
Identify user functionality requirements for Calling
Plans or Direct Routing.
Identify service configuration requirement for Calling
Plans or Direct Routing.
Develop and document your test plan approach.
Next steps Prepare your service environment and users in scope
for Audio Conferencing features.
Prepare your service environment and users in scope
for Calling Plans or Direct Routing features.
Execute test validation for the Audio Conferencing
features that you want to enable.
Execute test validation for the Calling Plans or Direct
Routing features that you want to enable.
For any test failures, confirm that your configuration is
correct, review community articles, and—if required—
raise a support case.
For additional detailed guidance on how to perform testing for Audio Conferencing in Teams, see the detailed
testing guide for Audio Conferencing.
For additional detailed guidance on how to perform testing for Calling Plans in Teams, see the detailed testing
guide for Phone System.
Prepare my users
This article gives an overview of the requirements for preparing your users for using cloud voice services. By
properly preparing your users, you’ll make sure you’re delivering the most value for your organization.
Preparing for user adoption

After you’ve secured your project team and defined the scope and goals of your project, the next step is ensuring
organizational and user readiness, an activity you complete in parallel with your technical readiness. To realize
value from your deployment, users must actually use and adopt it. Simply enabling a solution doesn’t guarantee
that you’ll achieve your goals. Further, users have different use cases and varying learning styles, and they adapt to
new technology at different speeds. The good news is that managing change isn’t all that complicated, but it does
take a focused effort. The guided discussions included below are designed to help you understand your user base
and prepare the right level of education to facilitate and accelerate user adoption.
Activity Owner: Adoption Change Manager as Lead, Project Lead, Executive Sponsor, Marketing/Training/Support
Managers
NOTE
The assessment activities provided below are adaptable to any change initiative in your organization. Simply address the
questions based on the scope of your project. In the discussion of these activities, “new solution” can apply to Audio Calling,
Audio Conferencing, or your upgrade from Skype for Business to Teams.
Create your vision-to-value statement

Setting your project vision enables your key stakeholders to see the big picture. This typically equates to business
drivers—such as cost savings, operational efficiencies, and increased productivity—and aligns with the goals you
set earlier in the project. To a user, that same project might be viewed as taking away familiar tools, productivity
disruption, and lack of compassion by management. Take time to put yourself in your users’ shoes, and translate
your project vision into a value statement that will appeal to them. Employ this value statement in your
communications and training activities to empower users to see how Teams can work for them.
The following image is an example of a vision-to-value statement for a customer upgrading from Skype for
Business to Teams.
Have you articulated the benefit and value to your

Decision points users in a way that gains their buy-in for this new
solution?
Create your vision and value statements for your
Next steps current project scope, ensuring they align with your
goals.
Determine organizational change readiness

Organizational readiness helps determine how receptive (or not) your users might be to changing the way they
work. Knowing how users might react to change empowers your organization to proactively address concerns,
adjust your rollout plan for optimal reception, and identify users who can become your champions or ambassadors
to help facilitate the change.
Are users ready and willing to change to the new

Decision points solution?
Do users have the ability or competency to facilitate
the change?
Use the following conversation starters to understand

Next steps the culture of your organization when it comes to
change. This information can help inform how much
awareness and training you might need to implement
for your project.
TIP
To help guide the discussion, evaluate a past rollout; this can help you anticipate how users might react to change and help
you proactively address the reactions you expect.
What percent of users fall into each bucket?

TYPE OF USER %
Early adopters request the solution before it’s available.
Informed users accept the solution as soon as its value is

demonstrated.
Laggards reject the solution, even when pushed into change.
TIP
Early adopters are great candidates for your pilot deployment and also champions’ initiatives. If you have a large percentage
of laggards, take time to focus on value messaging for those users and handholding to help get them on board with the
change.
What percent of users fall into each competency?

TYPE OF LEARNER %
Self-motivated learners seek out resources, learn by doing.

TYPE OF LEARNER %
Team players enjoy group and interactive training; they’ll go

along with coworkers.
Handholding seekers expect “white glove” or one-on-one

assistance.
TIP
Learning is not one-size-fits-all. By understanding how your users learn best, you can create a robust training program to
help accelerate their learning. If many users are self-motivated, linking to videos and user guides might suffice. For those who
need specialized attention, be sure to schedule some one-on-one time—or enlist your champions to help those users over
the learning curve.
Assess your user base

People-level analysis gives you understanding of your user personas, cohorts, and use cases. By taking time to
understand who your users are and how they work, you can ensure they have what they need to be successful as
you implement the change. This can include targeted messaging, training, or even devices such as headsets and
webcams. For example, an executive might expect one-on-one training, whereas traveling field reps might benefit
from a training video they can watch at their leisure. In addition, your people-level analysis can help identify who
should start using the new functionality today versus who might be best served by waiting.
Do certain users or cohorts have a core dependency

Decision points on this solution to do their job effectively?
Are there specific use cases that can be facilitated by
using this new solution?
Map user personas. First, segment your user base into

Next steps persona/cohort groups (Executives, Road Warriors,
Collaboration Workers, Retail, and so on). For
manageability, list no more than eight groups. (For
sample conversation starters, see below.) Use your
findings to further design your user readiness
campaigns and to segment pilot users from those who
might benefit from upgrading later on.
Map use cases. After you’ve identified core user groups
who will benefit from this new technology, consider
your general user population. By understanding cross-
team use cases and scenarios, you can visualize your
organization working with this new technology. In
addition, adding use case examples to your
communication and training plans really help make
them relevant for your users.
For each persona group, discuss the following with your project team:
What are the core characteristics of this group (that is, what’s a typical “day in the life”)?
How will this group benefit from the new solution? What features and functionality will they need to be
effective?
What devices will they need (for example, headsets or speakers), and do they already have them?
What additional value messaging, if any, is required to create desire in this group to start using the new
solution?
What’s the best way for this group to receive:
Awareness (for example, email, posters, department managers)?
Training (for example, online training, user guide, white glove)?
Support (self-serve, helpdesk, champions)?
Is this group a good candidate for a pilot or early adopter program? If so, make a plan to get buy-in from
these users to participate in the pilot. For more information about implementing a successful pilot program,
see Pilot Teams alongside Skype for Business.
The following image is an example of a persona table.
For each use case, discuss the following with your project team:
What are the core characteristics for this use case/scenario?
What’s good about the current solution?
What challenges, if any, do you face with your current solution?
How will the new solution optimize the user experience?
For examples of use cases, visit the FastTrack Productivity Library.
Optimize your readiness plan

After you understand who your users are and how they’ll work within the new solution, you can design your
readiness plan. Your user readiness plan incorporates how you’ll communicate, train, and support your users as
you pilot, onboard, and operate the new solution. As you discovered in the previous steps in this article, readiness
is not one-size-fits-all. Begin with a broad-reach awareness and training plan, incorporating the value messaging
you defined at the beginning of this process. Then tailor your messaging, training, and support to the personas or
cohorts you’ve defined, as appropriate. Your personalized plan will enable users to more quickly relate to the new
solution while demonstrating that you understand their needs, which will help facilitate their transition.
What readiness plan can you offer to help facilitate and
Decision points accelerate adoption of the new solution?
Do you have the right awareness, training, and
support resources that align with your users’ ability to
deal with change and the user personas you’ve
defined?
Use the list in the following section to generate ideas

Next steps for your readiness plan. Select the most relevant ones
—or add your own—to design a readiness plan
optimized for your organization.
Readiness plan ideas

COMMUNICATION TRAINING SUPPORT
Email—personalize our voice Articles and videos from In-house helpdesk

email templates Microsoft: Outsourced support desk
Posters and digital signage Switch to Teams from Self-help (intranet site)
Launch events Skype for Business Online Help and how-to
Department managers Teams video training Floor-walkers and champions
Champions Meetings and calls Feedback loop—see the sample
Teams and channels In-house assistance (Help) user feedback surveys
Gamification In-house training team
Partner training team
Deploy my service
This article gives an overview of the requirements for properly deploying cloud voice services. By following
prescriptive guidance for deploying cloud voice services, you can make sure you successfully account for all
requirements and deliver repeatable results.
Site enablement playbook for Microsoft Teams voice workloads

Use this playbook to help your organization successfully plan and execute the rollout of Microsoft Teams voice
features on a site-by-site basis.
Including all required activities, recommended timelines, and links to corresponding guidance for each activity, this
playbook covers end-to-end guidance to help ensure a successful Teams voice deployment for a given site,
focusing on factors that are important to the user.
By completing the activities in this playbook, your organization can:
Effectively plan and schedule your Teams rollout.
Accelerate and optimize user adoption.
Reduce support needs and increase user satisfaction.
NOTE
This article and the associated playbook aren’t intended to describe every technical configuration step required for service
enablement or providing dial tone to a specific site. Instead, they focus on activities and tasks recommended to onboard
users easily and have them start consuming Teams voice workloads through a fast and smooth transition with a high
adoption rate, while minimizing support requirements. For technical guidance on how to best configure your environment for
Teams voice, see the onboarding checklists for configuring Teams voice workloads, configuring Direct Routing in Teams, Teams
core capabilities, networking for Teams, and enabling Office 365.
Playbook focus areas

The focus of the playbook is to address the factors that influence the user’s perception of a Teams voice
deployment. Activities and tasks are grouped into the following focus areas:
Validation of service readiness
Audio Conferencing
Calling Plans
Direct Routing
User enablement
Endpoints
Usage and quality
Adoption
The Site Enablement Playbook for Voice (Playbook) is a Microsoft Excel workbook. Each of these five focus areas is
a separate sheet in the workbook, and each deployment task and activity is grouped onto one of these sheets.
NOTE
You’ll create a separate instance of the playbook for each site in scope for your Teams rollout.
How to use the playbook

Regardless of the size and complexity of the location, enabling each site requires that you plan your tasks and
activities early enough—and execute them in optimal order—before, during, and after the actual service rollout. We
recommend that you follow these steps as you plan and execute your own journey to Microsoft Teams voice.
1. Download the Site Enablement Playbook for Voice (Playbook) for Microsoft Teams Voice.
2. Create a separate copy of the playbook for each site.
3. On the tab for the sheet named Playbook for {SiteName-Code}, replace {SiteName-Code} with the
relevant site name and/or site code.
4. Enter the Site name, Site code, and Planned launch date, as illustrated below. This is a critical step,
because it adjusts the recommended deadlines for every activity in the playbook.
5. Review each activity, take necessary actions, and update the status as you walk through the timeline. Status
is represented graphically, as described below:
Yes, or not applicable (green): The activity has been completed, or it’s not applicable for this site,
and no further action is needed.
6. The activity isn’t completed yet (yellow): The activity hasn’t been completed yet, and must be updated to
Yes or No on its schedule.
7. No (red): The activity can’t be completed because of an issue and must be carried to the project status
meeting.
8. The status is rolled up within each section, and the section heading is formatted with one of these status
indicators. Weekly status is also updated automatically.
TIP
Repeat the steps above for all the locations you have.
IMPORTANT
Some steps might not be applicable to all locations and sites. If a specific activity isn’t relevant to a site, you must select Not
applicable for this activity. DO NOT DELETE any rows in the playbook; if you do, the status roll-up formulas won’t work.
Pay attention to activities that might take more time than you planned for, such as number porting and procurement
activities. These activities can negatively affect the site deployment timeline. Be sure to review and update the activity list and
the associated timeline weekly, and present them at steering committee meetings to ensure that stakeholders are aware of
the status of each site and any possible deviations from the deployment schedule.
Decide if the Site Enablement Playbook is required for

Decision points your deployment.
Decide who will be responsible for customizing the Site
Enablement Playbook for Microsoft Teams for every
site you’ll deploy.
Download the Site Enablement Playbook.

Next steps Customize the Site Enablement Playbook for your first
site.
Repeat as needed for additional sites.
Operate my service
This article gives an overview of the requirements for successfully operating cloud voice services for your
organization. By properly operating your cloud voice services, you can be sure you’re providing a high-quality,
reliable experience for your organization.

The Operations Guide gives you an overview of all the tasks and activities required as part of the service
management function for Microsoft Teams.
The notion of service management is most likely not a new concept for most organizations. You might have
augment your current processes when you plan for service management today to support Teams in the future.
Service management encompasses all the activities and processes involved in managing Teams end to end. As
noted earlier, some components of service management—the infrastructure that the Office 365 service itself
comprises—are Microsoft’s responsibility, whereas you, the customer, are accountable to your users to manage the
various aspects of Teams, the network, and endpoints you provide.
The tasks and activities in this guide are grouped into eight categories as depicted in the following diagram. Each
of these categories will be expanded upon in the following sections.
Decide how operations will be implemented for Teams.
Decision points

Next steps Implement an operations strategy that aligns with
your organization’s goals to deliver the quality and
reliability of cloud voice workloads.
Review the Quality of Experience Review Guide.
Implement an operations strategy to regularly perform
Quality of Experience Reviews to make sure your cloud
voice deployment is operating at its peak capabilities.
Operational role mapping

The planning you undertook for operations during the Envision phase is critical, because operations activities
begin when the first pilot users are enabled. This guide lists the activities and tasks that must be performed on a
daily, weekly, monthly, or as-needed basis to maintain a high-quality Teams deployment. This guide provides
knowledge and guidance for how to perform these critical activities and tasks.
One crucial component of a successful deployment is to ensure that the planning you do early in the Envision
phase includes determining who will be responsible for performing specific activities. After you’ve figured out
which tasks and activities apply to your deployment, they need to be understood and followed by the groups or
individuals that you assign to them.
Each team you identify must review and agree on the tasks and responsibilities identified and start preparation.
This might include training and readiness, providing updates to the staffing plan, or ensuring that external
providers are ready to deliver.
The activities and roles defined in this guide should be valid in most scenarios, but every Teams deployment is
unique; therefore, you can use this guide as a starting point to customize the activities and default roles to meet
your needs.
Ensure that each accountable team has a good understanding of the activities that are required to run the service.
It’s critical that each team accepts and signs off on their accountability in your organization before the first pilot
begins.
After an agreement is in place, the corresponding teams should start to operationalize their roles.
Use this document to facilitate the operational role

Next steps mapping exercise.
Meet with the respective support teams to assign
names to each item in the list of required activities.
Gain acceptance or sign-off on the assigned roles.
Ensure that the corresponding teams have the
appropriate training, readiness, and resources to
complete the activities required of them.
Teams service dependencies

Microsoft Teams brings together technologies across Office 365 to provide a hub for teamwork. Examples include:
Azure Active Directory (Azure AD ) provides authentication and authorization services for Teams.
Exchange Online provides advanced features like legal hold and e-discovery.
SharePoint Online provides the ability to share files in channels, and OneDrive for Business provides a
mechanism for sharing files within a private chat.
Organizations can also leverage existing investments in on-premises infrastructure. For example, existing on-
premises Active Directory accounts can be used for authentication by leveraging Azure AD Connect. Certain
versions of Exchange Server can be used in place of Exchange Online.
These technologies come together to provide a rich, collaborative, and intelligent communications suite for users.
This tight integration is a key benefit of Teams, but it also drives a requirement for service management across
these technologies.
This guide covers the key areas of focus to manage the Teams service. Most likely, you have service management
plans in place for the supporting technologies that Teams depends on. If not, you’ll need to establish proper service
management plans for those technology components (both on-premises and online) as well. This will help ensure
your users enjoy a high-quality, reliable experience with Teams.
References
Overview of Microsoft Teams
How Exchange and Microsoft Teams interact
Microsoft Teams and Skype for Business coexistence and interoperability
Operations Guide activities

The following sections give an overview of the activities that are required to successfully operate the Microsoft
Teams service. They include reference to tools, contextual information, and additional content to help you
understand the activity and to assist in readiness initiatives.
Monitor service health

It’s important that you understand the overall health of the Microsoft Teams service so that you can proactively
alert others in your organization of any event that affects the service. As described earlier, Teams is dependent on
other Office 365 services such as Azure Active Directory, Exchange Online, SharePoint Online, and OneDrive for
Business. Because of this, it’s equally important that you monitor the health of the dependent services.
Incorporate this activity into your incident management process to proactively inform users, the helpdesk, and
your operations teams to prepare to handle user escalations.
The following sections describe the tools that you can leverage to monitor for service incidents that affect the
Teams service. A summary of the benefits of each tool, and when you should use each one is included in the
following table.
MONITORING TOOL BENEFITS WHEN TO USE
Office 365 portal Available from any device with a Use when you don’t need real-time
supported browser. notifications.
Office 365 Admin app Provides push notifications to your Use when you need to be notified of
mobile device. service incidents while you’re on the go.
Microsoft System Center Integration with Microsoft System Use when you need advanced
Center. monitoring capabilities and notification
support.
Office 365 Service Communications API Programmatic access to Office 365 Use when you need integration with a
service health. third-party monitoring tool or want to
build your own solution.
NOTE
Only individuals who are assigned the global admin or service administrator role can view service health.
Monitoring with the Office 365 portal

The Office 365 portal provides a Service Health dashboard where you can view the current health of the Teams
service in addition to dependent services.
Monitoring with the mobile app
The Office 365 Admin app is available on Apple iOS, Android, and Windows (PC and mobile). The app provides
service administrators information about service health and upcoming changes. The app supports push
notifications that can alert you almost immediately after an advisory has been posted. This helps you stay current
on the status, health, and any upcoming changes to the service. The notification support makes it the
recommended monitoring tool for administrators. For more information, see:
Office 365 Admin Mobile App
Download the Office 365 Admin Mobile App
Monitoring with Microsoft System Center
Microsoft System Center is an integrated management platform that helps you manage datacenter, client devices,
and hybrid cloud IT environments. Office 365 administrators who use System Center now have the option to
import the Office 365 Management Pack, which enables them to view all service communications within
Operations Manager in System Center. Using this tool gives you access to the status of your subscribed services,
active and resolved service incidents, and your Message Center communications (upcoming changes). For more
information, refer to the following blog post.
If you leverage System Center to monitor Teams service health (and dependent services), you can further
customize the management pack to alert or notify specific groups or individuals who have been identified to react
to incidents. These groups can include service owners, helpdesks, second-level and third-level support groups, and
incident managers in your organization.
Monitoring for advanced scenarios
You can monitor service health and upcoming changes by leveraging the Office 365 Service Communications API
to access Office 365 service health and changes programmatically. Use this API to create your own monitoring
tool, or connect your existing monitoring tools to Office 365 service communications, potentially simplifying how
you monitor your environment. For more information, see Office 365 for Enterprise developers.
Daily/weekly/monthly/as-needed tasks
ACTIVITY DESCRIPTION CADENCE TEAM ASSIGNED
Monitor service health Proactively monitor Real-time

Microsoft Teams service
health, (and dependent
services) by using the tools
available. Dependent
services include: Exchange
Online, SharePoint Online,
OneDrive for Business, Azure
Active Directory.
Incident notification Notify internal stakeholders As needed

of events that affect the
Teams service. Internal
stakeholders can include
users, helpdesks, and
incident managers.
References
How to check Office 365 service health
Verify service health for Microsoft Teams
Service Health and Continuity
Manage organizational change

Microsoft Teams is a cloud-based service. With that comes the ability to provide new features and functionality at a
rapid pace. Delivering ongoing innovation provides an obvious benefit to organizations, but these changes need to
be managed appropriately within your organization to avoid user resistance or escalations to your helpdesk.
Updates to Teams are rolled out automatically to your users. Your users will always have the latest client and
features available in the Teams service. It’s not possible to manage the rollout of Teams updates to your users,
therefore it’s critically important to manage change through effective communication, training, and adoption
programs. If your users are aware of the change, educated about the benefits, and empowered to leverage the new
capabilities—they’ll be able to adapt more quickly and welcome the change.
Monitoring for change
The first step in change management is monitoring the changes that are planned for Teams. The best source for
monitoring these changes is the Office 365 Roadmap, which lists features that are currently in development, being
rolled out to customers, or have fully launched. You can search for Teams-specific features by using the filter
provided, or you can download the roadmap to an Excel file for further analysis. For each feature, the roadmap
gives a short description, along with the anticipated release date.
In the Microsoft Teams blog, you can learn about best practices, trends, and news about Teams product updates.
Expect to find major feature updates to Teams to be announced here. You can also subscribe to the blog through an
RSS feed. You can then add the RSS feed directly into a Teams channel, so all the important news is delivered
directly inside of Teams.
All features that are released are documented in the Release Notes for Microsoft Teams. Here you’ll find a list of
features that were released for desktop, web, and mobile devices. The same set of release notes are also available
on the What's new tab in Help.
Become familiar with the resources available and ensure that you assign applicable owners to monitor for change.
Planning for change
Now that you’re aware of upcoming changes to the Teams service, the next step is to prepare and plan accordingly.
Assess each change to determine which changes require communication to users, awareness campaigns, training
for support teams or users, or feature evaluation and adoption campaigns. This is the primary role of a change
management team in your organization. Below is a collection of sample tables that can help you plan for change.
Feature: Cloud Recording (Release date: January 2018)
General track
CHANGE READINESS STATUS NOTES/NEX T STEPS OWNER
Legal review Completed This feature is a prerequisite Project team

to onboarding the training
team.
Technical change management
IT changes required Yes Admin needs to enable Support team

recording for identified users
only.
Technical readiness complete Yes Support team
User change management
User impact Low
User readiness required Yes
Communications ready No Communication email has Communications Team

been drafted—pending
review.
Training ready Yes Training will leverage existing Training Team

Microsoft video.
Status track
Release status in progress Pending review by executive Change Management Team

sponsor.
Release sign-off
Release date
For more information about planning for change management with Teams, see Create a change management
strategy for Microsoft Teams.
Monitor for change Monitor for upcoming Daily

changes to Microsoft Teams
service.
Planning for change Evaluate and plan for new As needed

features and capabilities,
including communication
plans, awareness campaigns,
and training.
User readiness Perform targeted As needed

communication, awareness,
or training campaigns to
ensure users are ready for
the upcoming change.
Support team readiness Perform targeted As needed

ensure the support team is
ready. Support teams can
include the “white glove”
team, helpdesks, Tier 2 or
Tier 3 support, external
partners, and so on.
Assess Teams usage

After the initial pilot begins, it’s critical to establish a regular cadence for measuring actual Teams usage. This
enables your organization to gain insights into how actual usage aligns with the usage you predicted during the
Envision phase. Although this section focuses on Teams usage, this should be part of a broader effort to measure
and assess Office 365 usage overall.
Reviewing usage frequently early in the deployment gives you the opportunity to:
Validate whether users are using Teams.
Identify potential adoption challenges before they create critical issues across the organization.
Understand whether there are discrepancies between the Envision phase requirements and actual usage.
If usage isn’t what you expect, this could be due to a deployment issue, or the adoption plan isn’t being executed
properly, or some other problem. Depending on the actual reason behind the low usage, the service administrator
must collaborate with the related teams to help remove usage barriers.
Measuring usage with the Microsoft 365 admin center
Usage data from Teams is available in the Reporting dashboard. Teams usage data can be found in three different
reports. The first report provides a cross-product view of how users communicate and collaborate by using the
various services in Office 365. This report can be found here: Office 365 active users report
The other two reports are Teams-specific, and they provide further detail about Teams usage from a user and
device perspective. Both reports can be found here:
The usage reports in the admin center can be accessed by people who have been assigned a Global
administrator role, or a product-specific admin role (Exchange administrator, Skype for Business
administrator, SharePoint administrator).
In addition, the Reports reader role is available for users who require access to the reports, but don’t perform any
tasks that require administrator-level permissions. You assign this role to provide usage reports to anyone who is a
stakeholder, to monitor and drive adoption. For more information about the different roles available, see About
Office 365 admin roles.
Assessing usage
After you’ve used the Reporting dashboard to measure usage, it’s important to compare the measured usage
against any key success indicators (KSIs) that you defined during the project’s Envision phase. You can define a KSI
that might be defined as active usage, or one that’s indirectly linked to active usage.
It’s important to identify any variances between actual and planned usage before resuming the rollout to
additional sites or users. You’ll likely identify organizational learnings as part of this activity that you can leverage
to ensure that the next batch of sites or users don’t encounter the same issues.
First, pinpoint whether this is an adoption or technical problem. Begin by investigating the items below, in order, to
determine where the problem is.
1. Validate quality by performing a Quality of Experience Review.
2. Work with the helpdesk team to check that there are no trending technical issues preventing users from
accessing or using the service. If issue trends do exist, use the endpoint troubleshooting section later in this
article to try to solve the problem before engaging support.
3. Work with the training and adoption team to gather direct feedback from users (see Assess user sentiment
later in this article), and to check the effectiveness of awareness and adoption activities.
Measure usage (enablement Measure and assess Teams Weekly

phase) usage as sites continue to be
onboarded during the
enablement phase. Address
usage issues as required.
Measure usage Measure and assess Teams Biweekly

usage in the Drive Value
phase (after deployment has
been completed). Address
(drive value phase)
Update adoption plan Update your adoption plan As needed

based on how measured
usage compares to your
planning targets.
References
About the Microsoft 365 admin center
Activity Reports in the Microsoft 365 admin center
Assess user sentiment

Understanding user sentiment can act as a key indicator for gauging the success of your Teams deployment. User
feedback can drive changes in your organization; this might include changes to your communication plans, training
programs, or the way that you offer support to your users.
It’s important to get feedback early and continue with assessing user sentiment throughout the lifecycle of the
project and beyond. Use the following guidance to determine the interval in which your organization will seek out
feedback:
Beginning of the project: By assessing user sentiment at the beginning of the project, you can get an early
view into how your users feel about their Teams experience.
After major milestones: By collecting feedback throughout the project lifecycle, you can gauge user
sentiment on a continuous basis and make changes as needed. This is especially useful after major
milestones.
Project conclusion: Assessing user sentiment at the end of a project will tell you how well you’ve done and
where work still needs to be done, and allow you to compare results against the previous survey.
Ongoing: Continue to measure user sentiment indefinitely. Changes in user sentiment might be due to
changes in your organization’s environment or changes in the Teams service. By gauging user sentiment at
regular intervals, you can understand how well your service management teams are performing and how
your organization is responding to changes in the Teams service.
User sentiment can be assessed through many different methods. These can include email surveys, in-person or
telephone-style interviews, or simply creating a feedback channel in Teams or Yammer. For more information, see
Best practices for user feedback methods in Microsoft Teams.
You can also use an industrywide approach to assess user sentiment called net promotor score (NPS ), which is
described in the following section.
NPS
Net promoter score (NPS ) is an industrywide customer loyalty metric and a good approach to use to assess user
sentiment. NPS can be calculated by asking two questions: “How likely are you to recommend Teams to a
colleague?”, followed by the freeform question, “Why?”
NPS is an index, ranging from –100 to 100, that measures a customer’s willingness to recommend a company’s
product or service. NPS is based on an anonymous survey that’s delivered to users through email or other
electronic means. NPS measures the loyalty between a provider and a consumer. It consists of only one question,
which asks users to rate their experience from 1 through 10, with the option of providing additional comments.
Users are then classified based on the following ratings:
9 or 10 are Promoters: Loyal enthusiasts who will promote your service and fuel others.
7 or 8 are Passive: Satisfied but unenthusiastic, vulnerable to another service or offering.
From 1 through 6 are Detractors: Unhappy customers who can damage your service and impede growth.
Although the base NPS number is useful, you’ll get the most value from analyzing user comments. They’ll help
you understand why the user would (or wouldn’t) recommend Teams to others. These comments can provide
valuable feedback to help the project or service management teams understand the adjustments necessary to
provide a quality service.
To provide NPS surveys to your organization, you can leverage your favorite online survey tool.
Daily/weekly/monthly/as needed tasks
Assess user sentiment Capture and assess user As needed

sentiment by using surveys
or interviews, or through a
feedback channel in Teams
or Yammer.
Update adoption plans Drive change in your As needed

organization based on user
feedback; this can include
changes to your
communication plans,
training programs, or the
way that you offer support
to your users.
References
Net Promoter Score
Using Yammer to collect feedback
Best practices for user feedback
Manage network quality

Many core planning elements go into optimizing, right-sizing, and remediating your network infrastructure to
ensure a high-quality, efficient path to the Microsoft Teams service. The planning tasks and requirements are
covered in our network readiness guidance. Networks often evolve over time due to upgrades, expansion, or other
business requirements. It’s important that you account for your requirements for Teams in your network planning
activities.
Although network planning is a critical aspect of a Teams deployment, it’s equally important to ensure the network
remains healthy and stays current, based on changing business or technical requirements.
To ensure the health of your network, a number of operations activities need to be performed at regular intervals.
Monitor Office 365 IPs and Monitor any changes to the Daily
URLs Office 365 URLs and IP
address ranges by using the
provided RSS feed and
initiate a change request to
applicable networking
groups.
Update the network based Make updates to the As needed

on changes to Office 365 IPs applicable network
and URLs components (firewalls, proxy
servers, VPNs, client-side
firewalls, and so on) to
reflect changes to the Office
365 URLs and IP address
ranges.
Provide building data Provide updated subnet As needed

information to the quality
champion (or relevant
stakeholders) to ensure that
the building definitions in
CQD are kept up to date.
Implement change Implement changes on the As needed

network to support
changing Teams business
and technical requirements.
Network elements can
include:
Firewalls
VPNs
Wired and Wi-Fi
networks
Internet connectivity
and ExpressRoute
DNS
Network monitoring and Monitor the network end to Daily, weekly, monthly
reporting end for availability,
utilization, and capacity
trends by using your existing
third-party network
management tools and
reporting capabilities
available from your network
providers. Use trending data
for network capacity
planning.
Capacity planning Collaborate with the Teams As needed

service owners to
understand changing
business and technical
requirements that might
drive additional capacity
changes.
Network troubleshooting Assist the Teams helpdesks, As needed

and remediation service owners, and key
stakeholders to troubleshoot
and remediate issues to
related to Teams
connectivity, reliability, or
quality. Network elements
can include:
Firewalls
VPNs
Wired and Wi-Fi
networks
and ExpressRoute
DNS
Disaster recovery and high Perform regular high Monthly

availability testing availability and disaster
recovery testing on the
network infrastructure to
ensure that it meets the
stated service level
objectives (SLOs) or service
level agreements (SLAs) for
the Teams service.
References
Building data schema
Assess and ensure quality

All organizations need a group or individual to be accountable for quality. This is the most important role in service
management. The Quality Champion role is assigned to a person or group who is passionate about their users’
experience. This role requires the skills to identify trends in the environment and the sponsorship to work with
other teams to drive remediation. The best candidate for the quality champion is typically the customer service
owner. Depending on the organization’s size and complexity, this could be any person or group with a passion for
ensuring a high-quality user experience.
The quality champion leverages existing tools and documented processes, such as Call Quality Dashboard (CQD )
and the Quality of Experience Review Guide, to monitor user experience, identify quality trends, and drive
remediation where needed. The quality champion should work with the respective teams to drive remediation
actions, and report to a steering committee about progress and any open issues.
The Quality of Experience Review Guide includes activities that assess and provide remediation guidance in key
areas that have the greatest impact on improving user experience. The guidance provided in the Quality Experience
Review Guide focuses on using CQD Online as the primary tool to report and investigate each area, with a focus
on audio to maximize adoption and impact. Any optimizations made to the network to improve the audio
experience will also directly translate to improvements in video and desktop sharing.
We strongly recommend that you nominate the quality champion early on. After being nominated, they should
start to familiarize themselves with the content in the Quality of Experience Review Guide and associated training
materials.
Nominate and train quality Nominate and train a quality As needed

champion(s) champion.
Perform Quality of Perform a QER to identify Monthly (weekly during

Experience Reviews (QERs) trends in quality and deployments)
reliability, review against
defined targets, and report
out to key stakeholders in
the organization.
Drive remediation Coordinate remediation As needed

efforts across the
organization based on the
QER assessments and
findings.
Update building data in Update or add new building As needed

CQD definitions in CQD when
changes are made to the
network (see Upload
Building information).
Fill the Quality Champion End-to-end responsibility for Daily

role quality in the organization.
This includes:
Ensure that the QER
is being conducted
regularly.
Report out to key
stakeholders on
quality status.
Ensure the building
data definitions are
up to date.
Coordinate
remediation efforts
across the
organization to
ensure that users
have a high-quality
experience with
Teams.
References
Upload Tenant Data information
Manage endpoints
Microsoft Teams endpoints can be defined as any PC, Mac, tablet, or mobile (or any other) device running the
Teams client. The term endpoint not only encompasses the device itself, but how a user connects to the device—for
example, by using the device’s built-in mic or speaker, earbuds, or an optimized headset. After they’re deployed,
endpoints must not be forgotten. The Teams endpoints require ongoing care and maintenance. The following
sections describe specific areas to focus on.
Endpoint requirements
is idle. The Teams mobile apps are kept current through their respective app stores.
The Teams client has minimum requirements in terms of the underlying software platform. These requirements
might change over time, and therefore it’s important that you monitor them for changes. For example, the Teams
client has a minimum iOS version. If the client uses an internet browser, the browser needs to be kept current as
well. A list of supported platforms can be found in Get clients for Microsoft Teams.
Endpoint firewalls
and even prevent a call from being established. After the appropriate exclusions on the client firewall have been
configured, they need to be kept up to date based on the information in Office 365 URLs and IP address ranges.
Your third-party vendor will have specific guidance for how to update the exclusions.
Wi-Fi drivers
Wi-Fi drivers might be problematic. As an example, a driver might have very aggressive roaming behaviors
between access points that can induce unnecessary access-point switching, leading to poor call quality. A poorly
performing Wi-Fi driver might be discovered through a Quality of Experience Review (see Quality of Experience
Review Guide for more detail). It’s essential to implement a quality-driven process that monitors new Wi-Fi drivers
and ensures that they’re tested before being deployed to the general user population.
Endpoint management
A catalog of supported endpoints and interface devices (such as headsets) should be available and maintained.
This catalog will include a list of approved devices that were selected and validated as part of the Envision and
Onboard phases. Typically, specific devices are selected for each persona type in your organization to meet the
needs of that persona’s attributes. All endpoints have a lifecycle, and you need to manage the vendor contracts,
warranty, replacement, distribution, and repair policies associated with these devices.
Endpoint troubleshooting
Even if you’ve followed the previous guidance, users in your organization still might run into issues with Teams.
Although the problem might not be with the endpoint itself, the symptoms of the issue are typically surfaced
through the client to the user. The following guidance is intended to provide general steps you can take to resolve
the issue; it’s not meant to be a comprehensive troubleshooting guide. The steps are provided in a specific order,
but they don’t have to be followed explicitly and might not be applicable, depending on the nature of the issue.
1. Validate service health: The issue a user might be experiencing can be related to an event that negatively
affects the Teams service or its dependent services. As a first step, we recommend that you confirm there
are no active service issues. Consult How to check Office 365 service health. Remember to check for the
status of dependent services (for example, Exchange, SharePoint, OneDrive for Business). Monitoring for
service health is discussed in more detail in the previous section, Monitor service health.
2. Validate client connectivity: Connectivity issues cause functionality or sign-in issues in Teams. We
recommend (especially for new sites or locations) that you validate connectivity to the service. Ensure the
following Office 365 URLs and IP address ranges guidance is followed for each site. You can leverage the
Microsoft Network Assessment Tool to perform a connectivity test to validate that the media ports have
been opened correctly for cloud voice capabilities. Detailed steps on how to run the connectivity tests are
provided in the network readiness guidance.
3. Check the known issues list: Consult the list of known issues for Teams to determine whether the user
has been negatively affected by one of these issues. Follow the workaround provided (if there is one) to
resolve the issue.
4. Visit the Microsoft Teams community: The Microsoft Teams community offers dedicated spaces for
Teams. The Teams community provides a discussion list, blog posts, and announcements centered around
Teams. You can post a question or search previous discussions for solutions to your issue.
5. Contact Microsoft Support: You can contact Microsoft Support for issues with Teams online or by phone.
For information, see Contact support for business products. For Premier customers, support requests can
be initiated by following the guidance at Contact support for Microsoft Teams (Premier customers) .
Endpoint requirements Ensure that the Teams Monthly

endpoint continues to meet
all the software
requirements for Teams
listed in Get clients for
Microsoft Teams.
Endpoint firewalls Maintain the appropriate As needed

exclusions on the endpoint
firewall based on the
information in Office 365
URLs and IP address ranges.
Your third-party vendor will
have specific guidance for
how to maintain the
exclusions. Subscribe to the
RSS feed to be notified
automatically of changes.
Wi-Fi drivers Test and update Wi-Fi As needed

drivers on the PC. Validate
the results by using CQD
(Quality of Experience
Review Guide).
Endpoint management Maintain the catalog of Monthly

supported endpoints and
interface devices (such as
headsets). Manage vendor
contracts, warranty,
distribution, replacement,
and repair policies.
Endpoint troubleshooting Troubleshooting tasks can As needed

include verifying
connectivity, consulting the
known issues list, log
gathering, analysis, and
escalation to Microsoft
Support or third-party
vendors.
References
Get clients for Microsoft Teams
Microsoft Teams community
Known issues for Microsoft Teams
Contact Premier support
Troubleshooting Teams video
Manage Teams
After the Microsoft Teams service has been deployed, you’ll need to perform several activities relating to its
administration. The activities range from administering the service and individual users to capacity planning and
provisioning licensing and telephone numbers. The following sections cover some of these common
administration tasks.
Service administration
The Teams service has multiple settings that can be configured tenant-wide. Changes made to the tenant settings
affect all users who have been enabled for Teams. For a detailed list of these settings, see Manage Microsoft Teams
settings for your organization.
User administration
To support users, an organization might require any number of related tasks—the specific tasks vary from one
organization to the next. Ultimately, these tasks need to be managed by a support team that has been assigned
these operational duties. The following tasks are commonly required to support users in Teams.
General tasks
Manage user access to Microsoft Teams
Common tasks for Phone System
Assign, change, or remove a phone number for a user
Assign or change an emergency address for a user
Add, change, or remove an emergency location for your organization
Common tasks for Audio Conferencing
Reset the Audio Conferencing PIN
License management
As your organization grows or contracts, it’s important that you plan licensing for current and future needs. There
is a base Teams license, in addition to licensing for cloud voice capabilities (Phone System and Audio
Conferencing).
For Teams, Phone System licenses require associated Calling Plans licenses. Calling Plan licensing enables you to
make and receive domestic and/or international phone calls. These plans are usage-based and have minute pools
associated with them. Provisioning Communications Credits will ensure you never run out of service.
Audio Conferencing allows for tolled dial-in conferencing and domestic dial-out conferencing services. Toll-free
dial-in conferencing or non-domestic dial-out scenarios might cause you to incur additional charges for which
Communications Credits are required.
Communications Credits can supplement both Calling Plan and Audio Conferencing licenses. Both Calling Plan
licenses and Communication Credits are usage-based, and therefore need to be monitored and provisioned for
accordingly.
You can leverage the PSTN usage report to help you monitor your usage of Calling Plan minutes and
Communications Credits. Based on the results of this activity, you can adjust your licensing accordingly. Coming
soon, we will offer a PSTN minute pools report to more effectively assist with this task.
Telephone number management
There are two methods to acquire numbers in Teams: You can port telephone numbers from another provider or
you can provision the numbers directly from Microsoft’s number inventory. Both methods are described in Getting
phone numbers for your users.
There is a limit to the number of telephone numbers you can provision from Microsoft’s number inventory. The
limits are determined by a number of factors detailed in How many phone numbers can you get?. The limits
depend on the type of numbers—toll-free service numbers, toll service numbers, and subscriber (user) numbers.
Each has its own limits and must be managed independently. If you’re nearing the limit (or you’ve reached the
limit), you can apply for an increment to the limit. This process is described in the article in the previous paragraph.
There might be times when a number isn’t available to be provisioned in a region where service is available. For
information about the process for requesting numbers, see Manage phone numbers for your organization.
Team creation (optional)
By default, all users with a mailbox in Exchange Online have permissions to create Office 365 groups and,
therefore, a team in Microsoft Teams. If you want to have tighter control and restrict the creation of new teams
(and thus the creation of new Office 365 groups), you can delegate group creation and management rights to a set
of administrators. If your organization wants to pursue this option, see the process described in this article to allow
users to submit requests that are processed by an assigned team.
Service administration Administration of tenant- As needed

wide Teams settings.
User administration Administration of user- As needed

based settings and licensing
in Teams.
License management Plan for current and future Weekly

needs for both user and
consumption-based
licensing (Calling Plans and
Communication Credits) by
leveraging the PSTN usage
report and PSTN minute
pools report.
Telephone number Manage the telephone Weekly

management numbers available for future
growth, and adjust
inventory levels to meet
your organizational needs.
Team creation (optional) Review and process requests As needed

for team creation.
The Quality of Experience Review Guide includes a set of activities that assess and provide remediation guidance in
key areas that have the greatest impact on improving the user experience, as illustrated below.
By continually assessing and remediating the areas described in the guide, you can reduce their potential to
Poor Wi-Fi coverage
VPN
The guidance provided in the Quality of Experience Review Guide focuses on using Call Quality Dashboard (CQD )
to familiarize themselves with the content in the Quality of Experience Review Guide.
Enhance my service
This article gives an overview of the requirements for getting the most out of cloud voice services for your
organization. By continuously monitoring cloud voice service capabilities, you can be sure you’re delivering the
most value for your organization.
Enhance my service overview

After you’ve successfully deployed Audio Conferencing or Phone System with Calling Plans services to your
organization, and are operating the service with quality and reliability, the next step is to regularly evaluate whether
you have any opportunities to enhance your services. This is a part of continuous service improvement planning
that is a modern standard for cloud service management.
A great way to make sure you’re always getting the most out of your services is to monitor the Teams public
roadmaps for new feature enhancements that might be of interest to your organization. If you have access to the
Office 365 Admin portal you will receive regular updates from us about new and changing features through our
Message Center.
Additionally, because organizations grow and change, you should take time to revisit and update your business use
cases at regular intervals to make sure the service is configured to meet your organization’s current needs. Ensure
you are getting real world feedback from your users and internal champions by establishing feedback channels in
your organization. These can be informal conversations, regular meetings or through a Teams channel or Yammer
community.
When you do see opportunities to enhance your service, take the time to do it right. Revisit Deploy chat, teams,
channels, and apps in Microsoft Teams and apply the same guidance end to end. When making small, incremental
changes, it’s unlikely that you’ll need to complete all activities and tasks in full, but you should be sure to evaluate
each activity and task along the way to give yourself the best chance at a successful outcome.
Decide who will monitor public roadmaps and other

Decision points service announcements for new features or services
that your organization might benefit from.
Decide on the cadence in which to report those new
features or services back to the key stakeholders, via
your steering committee.
Implement a strategy for staying up to date with your

Next steps services to get the most value for your organization.
Drive service enhancements through a full project
lifecycle to make sure you’ve properly accounted for
the impact they have on your deployment.
If you're a small business, or if you want to roll out Teams starting with chat, teams & channels, and meetings, use our
prescriptive Get started guidance, which is designed to get you up and running quickly. If you're a large organization with a
hybrid or on-premises Skype for Business configuration, or if you want to roll out voice features (such as Office 365 calling
plans or phone system), you can start with our Get started guidance, but you'll need the additional guidance below, under
Deeper adoption guidance.
Quick start
Walks you through the most common adoption scenarios
Introduction to teams and channels
Plan your first teams
Empower your champions
Training & certification
Tools and Downloads

Deeper adoption guidance
Adoption plans can be simple to complex, depending on your environment. For large-scale deployments, step through the
guidance below to ensure your organization has a smooth transition to Teams.
Start
Get started
Understand teams and channels
Create your first teams
Assess cultural and organizational readiness
Experiment
Create your champions program
Governance quick start
Define usage scenarios
Onboard early adopters and gather feedback
Onboard support
Scale
Define outcome and success
Optimize feedback and reporting
Drive awareness and implement training
Schedule service health reviews
Get started driving adoption of Microsoft Teams
By driving adoption of Microsoft Teams, you can deliver an excellent user experience and increased business value
inside your company. Our goal is to get you up and running quickly so that you can begin your journey with Teams.
This guide focuses on user adoption of Teams and has dependencies on your environment’s technical readiness,
which is addressed in other sections of our documentation.
Adoption prerequisites
Before getting started, make sure that:
Teams is installed and licenses are assigned in your environment. At a minimum licenses should be assigned
to your core team and to the early adopters who will participate in this initial project phase.
You've downloaded the desktop and mobile applications.
Office 365 adoption framework

Office 365 has an adoption framework that applies to major workloads in the service. This framework addresses
the core steps that any organization should take to support cloud services. To learn more about the overall
adoption framework, see Microsoft Enterprise documentation and resources.
In this Teams adoption plan, we've organized the steps in phases and provided specific Teams guidance as outlined
in Adoption phases, next.
Adoption phases
Every adoption project varies in size and complexity based on your environment, but the initial steps are identical
across the board. We believe that breaking the process down into three distinct phases—startup, experiment, and
enable—will streamline adoption for everyone.
Start - In this first phase, you'll gather your team together, set up your initial teams, and use Teams to begin
planning Teams adoption. This approach will increase your technical familiarity with the product and help
you to build the skills necessary to successfully complete subsequent phases.
Experiment - In this phase of controlled growth, you'll bring your internal champions and early adopters
onboard. You'll speak with your business users to identify scenarios that would immediately benefit from the
collaboration and communications capabilities that Teams provides. You'll gather feedback that will inform
your broad-scale adoption phase, and you'll make service decisions about governance and lifecycle
management that will ensure a successful deployment.
Scale - This is the broad-scale deployment phase in which you'll turn on Teams capabilities for all your
employees. In this phase, the size of your organization will determine whether this is a “go big” project that
will turn on Teams for all employees simultaneously or if you'll approach this by region, business unit, or
other method of segmenting your employee population. In this phase you'll move to a continuous delivery
model. Employees, leaders, and business units will want to expand their use of Teams and will require
training and your engagement to understand how to best use Teams and other features of Office 365.
Each of these adoption phases depends on your technical and environmental readiness for Teams. Let's get started!
Next: Microsoft Teams adoption phase 1: Start|

Microsoft Teams adoption phase 1 - Start
You'll start your Teams adoption with the following activities:

Validate adoption prerequisites.
Assemble your team.
Understand teams and channels.
Set up your first teams on Teams to build your technical knowledge.
Assess your organization's readiness for change.
The primary goal of this phase is to ensure your readiness for the experimentation phase. You will also determine if
you need assistance from Microsoft or from our network of skilled partners.
Validate adoption prerequisites

Review our adoption prerequisites and work with the technical team to meet them if necessary. We'll address
deeper technical requirements within each adoption scenario.
Assemble your team

The table below lists the core roles for your project team. In a smaller organization, some of these roles may be
carried out by the same person.
ROLE RESPONSIBILITIES DEPARTMENT
Executive Sponsor1 Communicate high-level vision. Executive Leadership

Connect Teams implementation to core
mission and priority initiatives at the
company.
Success Owner1 Ensure the business goals are realized Any department
from the Teams rollout.
Program Manager1 Oversee the entire Teams launch IT

execution and rollout process.
Champions1 Help evangelize Teams, support skill Multiple departments

building, and provide usage insights.
Training Lead Manage and communicate training IT or other

content about Teams.
Department Leads (Stakeholders)2 Identify how specific departments will Any department (management)
use Teams and encourage engagement.
IT Specialists1 Oversee all technical aspects of IT

implementation, including integrations.
Communication Lead2 Oversee company-wide Corporate Communications, IT, or other

communications about Teams.
ROLE RESPONSIBILITIES DEPARTMENT
Community Manager Manage day-to-day Yammer network Multiple departments

activity. Provide guidance and best
practices.
1These roles are essential to the success of your project.

2These roles are important for the overall program success.
In most cases, this initial team should be a small group of like-minded people who are interested in Teams and
may also be accountable for its implementation. As your adoption plan moves on to additional phases, you will
include more people in your team. We also suggest that you take advantage of the Microsoft resources that are
available to assist you.
The Microsoft Technical Community delivers peer-provided insights into adoption and technical issues for many
Office 365 products. We suggest that you join the following communities:
Microsoft Teams Technical Community – Get product questions answered, learn from other Teams customers,
and follow our blog to stay up to date on new features and use cases for Teams.
Office 365 Champions Program and the Driving Adoption community – Learn from your peers about how to
best drive adoption of Office 365 workloads such as Teams, SharePoint, Yammer, and other products. Open to
IT Pros, business users, the “accidental” developer, and anyone interested in driving adoption of cloud services.
Next: Understand teams and channels

Understand teams and channels in Microsoft Teams
The concepts of teams and channels are fundamental to a healthy, productive implementation of Microsoft Teams.
A team is a collection of people, content, and tools that work together to produce a business outcome for
your company. Teams are built on Office 365 Groups, and changes to Office 365 group membership sync to
the team.
Channels are the collaboration spaces within a team in which the actual work is done.
To read more about teams and channels, see the Overview of teams and channels in Microsoft Teams. For
comprehensive Teams adoption guidance, get the Teams Adoption Guide. To learn more about Teams and Office
365 Groups, see Office 365 Groups and Microsoft Teams and Learn more about Office 365 Groups.
View this short video https://www.youtube.com/embed/hjJWtoaRJeE
Team access types determine who can join a team:

Private teams are restricted to team members approved by the team owner(s). This is a typical setting for
project teams and virtual teams in a large organization.
Public teams are open to anyone in the organization, and users can join them directly. Public teams are
useful for collaboration on topics of general interest to people in different departments or to people who
are working on different projects. This is a good default setting for smaller organizations.
Use Teams to drive cross-organization collaboration

It's a best practice to use teams to improve cross-organization collaboration, and many projects will lend
themselves to this model. In addition, leaders or divisions inside of an organization might want a dedicated team
for their own people. Consider the organizational and project models shown in the following illustration.
In an organizational team (shown on the left), key information about the way that organization runs its business,
team events, core strategies, and other operational information, such as business reviews, might be shared. For the
team shown on the right, the district's information is broken down into channels that represent the categories of
work that are being accomplished by that team. Members of this team may or may not report to the same person,
but they are all engaged in driving the results for the district.
You will work more on the structure of your teams in phase 2 of your implementation.
Next: Create your first teams

Create your first teams in Microsoft Teams
The best way to drive adoption of Teams is to use the product. We recommend that you manage your Office 365
deployment with Teams. You should also create a community of employees who are focused on teamwork and
productivity. (These initial teams may change over time.) Some suggested teams are:
TEAM NAME PROPOSED CHANNEL NAMES
Get to know Teams General

Say hi
How do I?
Feedback
Ideas for future teams
Support
Microsoft Teams Implementation General

Awareness and Adoption
Business Engagement
Early Adopter Program
Feedback and Insights
Security and Compliance
Strategy and Planning
Service Health and Incidents
Training
Watercooler Chat
Teamwork Champions General

Best Practices, Training, and How To
Champion Corner
Feedback and Support
Program Leads
Social Hub
Within Microsoft Teams, the tab gallery gives you access to all Office 365 and third-party apps that have been
turned on by the administrator. To get the most value from your product, we suggest pinning key resources as tabs
in each of the appropriate channels. See the example below.
In your initial teams, we suggest pinning the following items for easy reference in your team channels. These
assets are in addition to your OneNote notebook sections. If you're working with our FastTrack team, they will
assist you in configuring these first teams.
TEAM/CHANNEL NAME PINNED TAB
Microsoft Teams Deployment

TEAM/CHANNEL NAME PINNED TAB
General Web tab: Teams documentation
Awareness and adoption Teams Adoption Hub

Microsoft Teams Customer Success Kit
Business engagement Wiki – Engagement guidance

Form – Request for Teams consultation
List – Engagement requests
Early adopters Pinned feedback community

OneNote for FAQ and common themes
Feedback and reporting Pinned Office 365 usage report (for Office 365 admins only)
Security and compliance Microsoft Trust Portal

Security and compliance documentation
Roadmap
Strategy and planning Collaboration North Star PowerPoint

Service Adoption Project Plan
Training Custom learning training portal

Teams online training
Teamwork Champions
General Use for program announcements

Pin champion program overview
Best practices Best practices for teams, channels, and chats PowerPoint
Team lifecycle
Champion Corner Meeting notes and presentations
Social Hub RSS connector: Teams blog and driving adoption blog
Training and How To Your training portal link
Making the switch to Microsoft Teams

As you begin to use Teams, it will be important for you and the rest of the project team to commit to using Teams
chat, channels, and resources to run your project. Your own usage of Teams is critical to the quality of your
adoption project. We recommend that you resist fragmenting your project by continuing to have conversations
with the core project team in email. By switching to Teams you will model the behavior you ultimately want your
employees to embrace. Set the tone, go first, and begin to enjoy having your project information in one place!
Next: How ready is your organization for Microsoft Teams?

How ready is your organization for Microsoft Teams?
Now that your project team has come together and you are beginning to see what Teams can do for your
organization, it's important to assess your organization’s readiness for the Teams transition. To assess your
readiness, you will need to:
1. Assess your stakeholders.
2. Identify early adopters.
3. Evaluate the organization's readiness for change.
Assess your stakeholders

List the core stakeholders and business leaders in your organization. For each individual, ask the following
questions:
1. Is this leader friendly to new technology?
2. Rate this leader’s satisfaction with your current technology.
3. Is this leader willing to use unsanctioned technology to accelerate results or create a better experience for
his/her team members?
4. Is this leader under a high degree of pressure to deliver key business results?
5. Will this leader be willing to evangelize his/her experience with Teams to assist in the transition?
6. Does this leader have a positive relationship with key members of the existing project team?
7. Does this leader like to be viewed as an “agent of change” within the organization?
You can add additional questions that are relevant to your organization. For your initial two phases (startup and
experiment), you'll see leaders who are friendly to change, somewhat dissatisfied with current technology, and that
you have a good relationship with. These leaders should be brought into the core project team as business
advisors and may have projects that will be essential for your experimentation phase. It is important to select
impactful, real world situations to experiment with, and avoid high risk projects for your initial experiments.
NOTE
While it's possible to assign a score to this sort of questionnaire that would minimize the impact of the human element of
relationships within your organization, driving change depends on the chemistry of the team as much as their technical skill
or business acumen. Review this list with your team members to discuss the “fit” of your various leaders with this project as
you select projects and staff for subsequent phases.
Identify early adopters

Early adopters share certain traits no matter what size or industry your organization may be. Typically, early
adopters share these traits:
Interested in technology
Willing to be a part of change
Seeking to make improvements
Collaborative by nature
Willing to share their observations and learnings with the group
Are risk takers; that is, they're willing to try something to see if it works
Use a simple form in Office 365 to allow these individuals to opt into your early adopter program for Teams.
Depending on the size and complexity of your organization, you may choose to enable some or all of these
individuals for your experimentation phase. In this program, they are agreeing to actively participate in your
experimentation phase and provide regular feedback to the project team. Avoid having individuals who simply
want to test drive new technology. Let them know that by giving this active feedback, they are helping to craft the
outcome of your project. You will use this list of people in Phase 2 - experiment.
Our Early Adopter Program Guide is a helpful resource for kicking off this program in your environment.
Assess your organization’s readiness for change

Change is a human process that has nothing to do with technology. There is behavioral psychology and
neuroscience that educates us about the natural resistance to change. To make change acceptable, it's critical to
anticipate the needs of your users, express your understanding of their situation, and create solutions that improve
that situation. Even in doing so you will encounter natural resistance to change.
Every organization approaches change differently, depending on region, work style, professional profile, and other
elements of the organization. To assess your organization's readiness, see Assess organizational change readiness.
Use the guidelines to answer the following questions:
1. What percentage of users fall into each bucket? (Change resistance)
Early adopters: request the solution before it's available.
Informed users: use the solution once its value is proven.
Dissenters: push back on any change.
TIP
Early adopters make great pilot testers and peer champions. Users who are slow to adopt new tools require
additional encouragement and more time to adjust.
2. What is the users’ competency for change? (Training)

Self starters require only a link to a video.
Team builders do well with group training.
One-to-one learners require personal support.
TIP
Tailor the type and amount of training to competency and personas. Keep training updated as new features come
online.
3. In addition to this service deployment, how many other changes are happening? ( Adaptability)
Changes could include Office/Windows upgrades, office moves, mergers, reorgs, and so on.
None
1-3 changes
More than 3 changes
TIP
Too much change can impede acceptance and productivity. If more than 3 changes are underway, consider spacing
them out or creating a theme to bundle changes together.
Combine this data with the stakeholder profiles and employees who wish to opt in for the early adopter program.
This will let you identify groups that are ready for and can absorb change alongside their existing duties. This
method will allow you to create partners in change.
You can use internal champions to address the problem of having different change types. Here, feedback is the key
to success: encourage people to share their challenges and needs. Embrace disrupters and dissenters by giving
these individuals or groups a seat at the table during experimentation. This best practice will pave the way for a
smoother broad deployment of your collaboration improvements.
Next: Microsoft Teams adoption phase 2: Experiment

Microsoft Teams adoption phase 2 - Experiment
You are now armed with a great project team and critical information about your organization, and you are ready
to experiment with Teams. We recommend experimenting with 2 to 3 real world projects within a group that is led
by a stakeholder with whom you have a positive relationship and in whose organization there are a sufficient
number of early adopters to provide meaningful feedback. Whether your organization is large or small, we
recommend completing this phase to gain insight into how Teams can improve your collaboration beyond using
its chat and file storage features.
You will complete the following steps in this phase:
1. Create your champions program.
2. Complete your governance quick start.
3. Define your use cases.
4. Finalize early adopter program participants.
5. Set up your feedback channels.
6. Bring your support staff on board.
Next: Create your champions program

Create your champions program for Microsoft Teams
Champions are essential to driving awareness, adoption, and education in your organization. A champion is a
person, primarily motivated by helping others, who is interested in new technology (specifically Teams) and
helping other employees use it in alignment with your best practices. Depending on the size of your organization
you may have this as a formal part of the person’s role, but often employees take on this role themselves because
of their core motivation to help others.
Champions will fit into your overall launch planning in a variety of ways as shown below.
Champions should:
Be formally trained to increase their depth and breadth of knowledge
Be encouraged and empowered to guide, teach, and train their peers
Have consistent and positive reinforcement that affirms the impact of their efforts
Have a clear plan to execute
Use our Champions Program Guide to build this program in your organization. Our best practices for this
community are:
Join the Office 365 Champions Program: Make sure that at a minimum the leaders of the champion
program (and potentially all company champions) are members of the Microsoft Office 365 Champion
Program. This free, monthly community call will provide valuable information for running your own
program and getting the most from Teams and other Office 365 services. Program materials can be reused
in your own internal program.
Use the Teamwork Champion team: Your champions should use the team you have setup for them for all
program communications, feedback, and to find resources. In doing this they will become increasingly
familiar with the product and its benefits.
Hold regular monthly meetings: Promote enthusiasm and cohesiveness of your community by holding
regular monthly meetings. These can be a combination of in person and virtual meetings, but their
consistency is key to having a thriving champions community.
TIP
To help build your agendas, schedule your meetings for the week after the public community call.
Be clear about program requirements: Some champion programs require that members attend the monthly
meetings, hold office hours for the group of users they support, and provide training to new users.
Whatever your requirements, make sure that champions are clear on how to successfully participate in the
program.
Visibly reward your champions: Your champions will give you important insights into the progress and
potential pitfalls of your project. Reward them often for their participation. Small gestures go a long way,
and often employees are not looking for monetary gain but appreciate recognition for their contributions.
Find appropriate and fun ways to thank your community.
Train champions early and often: Your program kick off and monthly meetings can be used to build skills in
your champion community. Use these opportunities to bring them on board, conduct their initial training,
encourage them to attend our courses, and make sure they are ready to support their employees as they
move forward in the experimentation phase.
Next: Complete the governance quick start

Governance quick start for Microsoft Teams
The following activities will happen simultaneously, and they may involve all or part of your key team. As a best
practice, defer large-scale governance and security conversations for after you have completed your initial
experimentation with Teams. This will simplify the decisions you will need to make at that later date. For this phase
there are some decisions that need to be made. To successfully make them you will first need to answer the
following questions:
Which stakeholder from your earlier assessment is a good candidate to participate in this limited business
onboarding?
Has this individual (or group of individuals) suggested use cases that would be good candidates for this phase?
Do they have enough interest from employees in their organization to be early adopters and give you
meaningful and regular feedback?
Decisions
Make the following decisions (at this point, these decisions apply only to Phase 2):
Decision 1: Who can create teams
For the purposes of this phase you can restrict who is able to create teams to the early adopter population in
addition to your core project team. This will allow your early adopters to create additional teams if needed.
Monitoring this behavior will give you key information for your broad deployment.
Decision 2: Teams naming conventions
You will likely want to implement some naming conventions for your broad deployment of Teams, and check for
duplicate names. In Phase 2 we suggest that you implement a manual naming convention for your initial projects
only. The best practice for this is to conduct an interactive onboarding with the early adopter project team and
allow them to select their own name. This will give you insight into how employees think about their work and will
be essential in creating a larger scale naming convention at a later time. (Additional information on the elements
of an interactive onboarding will appear later in this guide.)
Decision 3: Guest access
Depending on the scope and type of your project and the nature of your industry, enabling secure collaboration
with partners or vendors may be an essential capability you want to test. You can limit who can add guests to your
Teams implementation by using the appropriate tenant controls.
Decision 4: Approved apps
The best case use of Teams includes the integration of other apps into the experience. At a minimum your
technical team should enable the first party and featured apps in your Teams experience. Depending on your use
case and other apps used in your organization, you may opt to include additional apps as a part of your controlled
experiment.
Decision 5: Are meetings included in your test?
The Teams meeting experience is high quality, supports video chatting, and brings your employees together to be
more effective. Consult with your technical team to make sure that your environment is ready to include simple
VoIP meetings. Enabling audio conferencing or voice services would normally be excluded from this phase of your
experimentation; however, that depends on your core project team, your technical readiness, and the state of other
voice/meeting services in your organization. We recommend including video chats and VoIP meetings in your
experimentation to gain more value from your Teams implementation.
Decision 6: Data security
In preparation for your broad deployment you may opt to use security labels to classify the types of teams in your
environment. For the purposes of this experiment we recommend that you refer to Plan for Governance in Teams
and ensure that a basic retention policy has been set on Teams data in your Office 365 organization. You may need
to coordinate this work with your technical team because Office 365 administrator rights are required to complete
this work.
Decision 7: Length of your experiment
A successful Teams implementation proceeds at a healthy pace to ensure appropriate momentum, focus, and
learnings. We recommend that this phase of your project be 60 days in length to ensure that your early adopters
complete sufficient business cycles. Extending experimentation for too lengthy a time increases the risk of a failed
change program; however, this time will vary for every organization.
Next: Define usage scenarios

Define usage scenarios for Microsoft Teams
Make sure that you understand the business projects (scenarios) that will be in scope for this phase of your
implementation. Take a look at this list of example scenarios that are great candidates for an early adopter
program. You can get started with easy wins such as:
Personal productivity
Modern project management
Modern meetings
Additional scenarios to consider are:

Employee engagement and communication
Bring campaigns to market faster
Increase sales productivity and grow revenue
Streamline business reviews
Think of this scenario modernization motion as a cumulative process – get things going with more basic scenarios
to create enthusiasm, familiarity, and credibility with this new way of working. Then move on to more ambitious
areas of impact. As more impact with Microsoft Teams is demonstrated to your business colleagues, more of them
will get engaged and momentum will build. For many of our customers, once they get this process going they find
that business stakeholders approach them after learning how their colleagues got value from Microsoft Teams.
Interview business stakeholders

To confirm the selection of these early projects we recommend meeting directly with the stakeholders you
identified earlier in this process. Your goal at this point is to listen and learn additional information about their
business. Consider the following questions to drive the conversation:
What are some of the organization’s challenges or pain points related to communication and collaboration?
What are the areas in which your organization would like to improve?
What are the organization’s strategic initiatives or current transformation projects that Teams can support?
What methods of communication and collaboration are typically better received by your organization than
others?
What is the process for drafting, distributing, and sharing information?
Map and prioritize business scenarios

To be sure that you have the right information about the business scenario, consider using the following format to
document the scenario from the perspective of the employee completing the work and the business owner of the
process. Both perspectives are required to craft a successful path forward.
After speaking to one or more business stakeholders you can prioritize your scenarios based on impact vs.
difficulty. (Your scenarios may be in addition to the scenarios we suggest above.) Appropriate candidates for your
experimentation phase should have higher impact and low to medium difficulty. This will ensure your project isn't
affected by scope creep or technical difficulties before you are able to show the value of your work. An example
chart is shown below.
NOTE
We are always eager to learn about how our customers use Teams in new an innovative ways. Share your #TeamsStories with
us in our [Driving Adoption discussion forum]. Include the hashtag #TeamsStories in your post. We are always interested in
how you use Teams in your organization.
Next: Onboard early adopters and gather feedback.

Onboard early adopters and gather feedback for
Microsoft Teams
Return to the list of employees who expressed interest in your early adopter program. Decide which of these
individuals should participate in your initial experiments with Teams. It may be all or a portion of the people who
are interested. Even if you do not select them for these initial projects, continue communicating with them so they
remain interested and will be willing to participate in the future. They will be a part of the onboarding process for
the projects you selected based on your discussions with business stakeholders, your technical team, and your
prioritization exercise shown above.
Complete the following steps with these early adopters:
1. Send an invitation email to them to invite them into the community,
2. Host a kick-off call to share with them the goals and outcomes of the early adopter program,
3. Ensure access to the feedback channel of your teamwork champions team and any other internal social
networking tools you may use.
4. Consider creating periodic surveys for them to complete that will gather targeted information.
Gather feedback
Use the components of Office 365 to gather feedback for your project.
Decision: If your organization already has an investment in a Yammer network, you can use it as a feedback
forum for your early adopter program. If not, and your early adopter program has less than 5000 members, create
a team in Teams to gather feedback and provide training.
NOTE
Some organizations will combine the channels for early adopter feedback into the teamwork champions program team. This
is a good approach because many early adopters may become champions in the future, and it will build a stronger
community.
Next: Onboard support.

Onboard support for Microsoft Teams
To ensure that the early adopter and champions teams will have the appropriate support as they start using Teams,
meet with your support staff and review the capabilities of Teams. Key members of the support organization may
want to join your early adopter program. Encourage their use of Teams in their own scenarios. Take them through
the basic onboarding of the product by using our online training resources.
Foundations of Microsoft Teams
Troubleshooting Teams
Known issues list
#ThisisTeams Introductory Webinar
Enabling Microsoft Teams IT Pro course
Next: Microsoft Teams adoption phase 3: Scale.

Microsoft Teams adoption phase 3 - Scale
In this phase, you will use your learnings, talented project team, and relationships with stakeholders, champions,
and early adopters to support the broad scale enablement of Teams for your organization. You will complete the
following steps as you prepare for continued business engagement regarding your organizations use of Microsoft
Teams:
1. Define outcomes and success measures.
2. Select service strategy.
3. Engage stakeholders.
4. Design and launch an awareness campaign.
5. Design and launch a training program.
6. Understand reporting tools.
7. Prepare for ongoing business engagement.
8. Prepare for ongoing service health & adoption reviews.
Next: Define outcomes and success

Define outcomes and success for your Microsoft
Teams adoption
For every business scenario or service you modernize, it is critical to define what success looks like for your
business. You will have gathered that information for your initial scenarios as you mapped them in your prior
phase. As you prepare for your scale implementation, you will need to revisit and expand these important success
criteria.
What follows is a recommended strategy for mapping these criteria. There are many valid approaches to this step.
You can follow our guide or follow the guide of the Microsoft partner you may be working with. Whatever method
you choose, make sure that your business outcomes are supported by the technical implementation of your
services and overall objectives of your organization.
There are four categories of outcomes that can be prioritized for your business. They are interconnected and form
the foundation of the modernization and digital transformation that individual employees will experience.
Example of outcomes in each category are:

Organizational
Cultural transformation
Employee retention
Talent acquisition
Social engagement
Operational agility
Cultural
Employee sentiment
Employee recommendations
Customer feedback
Innovation measures (for example, idea forum contributions, hackathons, product innovation
engagements)
Tangible
Customer experience impacts (faster service, reduction in service incidents, customer referral/loyalty
program participation)
Cost savings
Revenue generation
Data security
Process simplification
Retirement of legacy systems
Individual
Use of desired tools
Employee morale
Employee productivity
Employee engagement
Idea generation
In general, you should think of these measures aggregating to create a change quotient for your company in this
manner:
Select a service enablement strategy

Teams is a transformative technology, so depending on the size of your organization and your existing
technologies, you may take different approaches. Consider these strategies:
TEAMS FIRST TEAMS CORE TEAMS GO BIG SKYPE SIDE BY SIDE MIGRATION
Lead cloud Lead collaboration All employees on Enable Teams and Migrate users from
deployment with scenario enablement Teams and Skype for Business Skype for Business to
Teams with Teams organization-wide Teams
teams
- Applicable to new or - Enable Teams along - For customers with - Use Teams Core - Plan move to Teams
low usage Office 365 with OneDrive and less than 1000 seats tactics to accelerate from Skype for
customers SharePoint Online (current limitation) collaboration Business by creating
- Lead with Teams in - Create a company - Enable cross - Highlight meeting service strategy
customer-specific intranet to share organization scenario guidance roadmap for the
scenario news resources and collaboration with one based on size and customer
- Highlight integrated video with Microsoft team for all feature set required - Attach to feature
user experience and Stream - Automate common - Use Skype for release schedule
accelerated time to Better together: tasks (vacation Business for - Recommend
value for Office 365 Teams requests, employee enterprise calling, including Side by Side
- Conduct planning SharePoint surveys, executive interoperability, and and Teams Core to
workload enablement Yammer engagement) hybrid scenarios ease transition
together to avoid Planner - Use public roadmap
serial implementation PowerApps for capability
planning.
The following are our recommendations for most customer organizations. However, there are exceptions. To get
guidance for any scenario not covered here, ask your questions in our Driving Adoption community or reach out to
the FastTrack team or Microsoft partner network.
Choose Teams First or Teams Core: Most organizations have an existing investment in Microsoft
technology. You may be enabling more than one workload at a time, such as Exchange Online, OneDrive for
Business, or SharePoint. In these cases, selecting Teams First or Teams Core is a wise choice. It will enable
your users to get used to the enhanced collaboration experience of Teams. Your collaboration project team
can then plan to roll out additional capabilities and the training and support required for them to be
successful.
Choose Teams Go Big: In new Office 365 customer organizations it is often best to take a Teams Go Big
approach to minimize the change fatigue caused by learning new technology multiple times. You'll get the
greatest benefit by enabling Teams for both core collaboration and meetings, SharePoint, OneDrive,
Planner, and other workloads, and allowing your employees to learn about them in the context of your
Teams deployment.
Teams Go Big is also the preferred enablement strategy for organizations under 1,000 employees who want
to simplify their employee communication and engagement. Using the organization-wide team can bring
people together to review common tasks and initiatives on any device.
Choose Side by Side: For organizations that are using Skype for Business for audio conferencing, support
for conference room devices, or cloud voice capabilities, we recommend running Teams and Skype side by
side to familiarize your employees with the core collaboration features, while planning your migration off of
Skype for Business at a time that is convenient for your company. Note that running both clients side by
side can introduce user confusion about which tool to use, so we recommend keeping this phase in your
adoption journey short.
Choose Migration: Migrating from Skype for Business to Teams has additional components from a
technical perspective, but the user adoption journey has the same components as a Teams Go Big
implementation. In addition, you will be educating people about the Teams meeting experience and
interface, the new persistent chat behavior, and other elements of the experience that are different from
Skype for Business.
For each enablement strategy, it's essential to work closely with your technical readiness team to ensure that your
environment will deliver a great employee experience.
Decision: Select an enablement strategy that will best support your business outcomes for Microsoft Teams
and that can be enabled by your technical implementation team. This is a joint decision between IT leadership,
program management leads, and user adoption specialists. This decision often rests with the executive stakeholder
who is the ultimate success owner for Microsoft Teams or collaboration services in your organization.
Best Practice: Enablement strategies can be appropriate for a given phase of your project or divisional
implementation schedule. Use key personas and their needs to make selections. Work closely with your technical
implementation team to ensure a high-quality experience for your users.
Engage stakeholders
Communication and managing expectations are key elements in a successful change project. It's important to
regularly communicate your overall vision and your progress toward that goal to your stakeholders and others in
your organization.
Decision: Decide your rhythm and method for communicating with your stakeholders in alignment with your
company culture. Target your communications to the various levels of engagement and interest across your
organization.
Option: To create an ongoing knowledge base of information about your project, consider using news pages in
your SharePoint communication site. Your news page library (site pages in the SharePoint site associated with
your planning team) can be made public so they can be shared with all interested parties.
Expand your implementation team

In a large organization you should try to incorporate many different roles in your broad enablement phase. This
may include additional business sponsors, IT support staff, additional members in your champion community, and
in some cases formal change management or training personnel. The illustration below shows a large scale
adoption team that allows for a separation of duties.
In a smaller organization one or more of these roles might be performed by a single individual, but the skills
required remain the same. Technical, communication and training skills are important in a successful change
project.
Expand your governance and information management policies

Once you've selected your enablement strategy you'll be ready to revisit and scale governance decisions you made
in Phase 1. Revisit decisions 1 through 6 from the Governance quick start to expand these policies in alignment
with the business users who will be using Teams.
TEAM LEVEL SCOPE/PURPOSE STANDARD MEMBERSHIP DURATION
Level 1 The authoritative team for a Usually restricted to official In perpetuity for as long as
division or business unit members of this the division exists (for
division/unit example, IT department,
Human Resources,
Marketing)
Level 2 Project, service, or initiative Normally cross- For as long as that project or
teams with a smaller scope organizational and may service is being worked on
include guests
Level 3 Point in time projects Small tight knit team with Short lifecycle tied to core
individual scope; may include deliverable
guests
Example team level provisioning and management best practices:
TEAM LEVEL WHO CREATES? LAVELS AND RETENTION CONSIDERATIONS
Level 1 - Divisional IT or champion for that Confidential with standard Think of this like reserving a
group to name it properly retention policy applied and domain name. You want
1 year renewal policy control of how division
teams are named and what’s
included. Design the team
before adding additional
users.
TEAM LEVEL WHO CREATES? LAVELS AND RETENTION CONSIDERATIONS
Level 2 - Project/service Project owner or champion Confidential or highly Before creating this, think
confidential depending on just beyond the boundary of
content. May have a the project or service you
retention policy. 6 month are working on. Would it
renewal. make more sense to
combine forces with another
team? Make every effort to
minimize the number of
teams individual users have
to visit when working on the
same project or service.
Level 3 – Small on-demand Anyone in the organization General label with standard Self-service on demand
project team retention and 6 month teams. Frictionless
renewal. May include provisioning. These facilitate
naming convention smooth collaboration and
(prefix/suffix) communications for small
project teams looking to get
immediate value from
company provided services.
Streamline business engagement

An essential part of driving digital transformation and usage in Microsoft Teams is working with your business
units to understand what needs, opportunities, and difficulties they have. While similar to the traditional IT to
business conversation, your focus should be on what is needed. Listen before moving to technical requirements. In
many cases, out of the box features in Teams will meet the needs of your organization.
Best practice: Before you consider developing a custom solution, be sure that your organization is fully using the
out of the box capabilities of Office 365. Custom solution development always incurs long term cost for your IT
and support departments.
Take the following steps to streamline your work with business units. Recognize that in very large, multi-national
corporations this process may continue long after your first large scale deployment of Microsoft Teams:
1. Meet with key influencers within a business unit before engaging the executive to gain insight and alignment.
2. Understand their current solutions for common scenarios (email, SharePoint, Yammer, and other products).
3. Start small by selecting scenarios that map to high impact, low/medium difficulty as you scale,
4. Capture feedback and develop champions with business unit knowledge to support the transition,
5. Set up monthly check points to discuss progress and prioritize the backlog of additional projects.
Next: Optimize feedback and reporting

Optimize feedback and reporting for your Microsoft
Teams adoption
Ensure that you are getting signals back from your service and your employees by following our best practices for
user feedback and service health reporting. In some cases, you may require Office 365 administrator rights to
access certain service usage and health reports. If you are not the Office 365 administrator for your organization,
work with that individual to be granted the report reader role in the Microsoft 365 admin center to access some of
this data.
Incorporating feedback
Throughout your experiment phase you will be capturing information about how people have used the product
and their experience. Use this information now to adjust your awareness and training programs as you plan to
expand its use across your business units. Some common example questions might be:
When do I use this new tool alongside my existing technology?
Who is approved to use this tool with me?
Is it safe for highly confidential information?
Who do I speak with to learn more about Microsoft Teams?
Something’s not working. How do I get help?
Invest in your champions

As you prepare to scale your usage of Microsoft Teams, recruit additional champions in each business unit or
group you are expanding to. Enroll these enthusiastic people in your service training program, and standardize
how and when you meet with them.
Be clear in your champions program design what your employees will get and what they are expected to give if
they become champions. Common program requirements are scheduled office hours, participation in monthly
community calls, and participation in internal online communities to support your transition to these new
experiences.
Best Practice: Hold a monthly Teams meeting for your internal champions. Split your agenda between teaching
new features, addressing feedback, and providing self service tools for your employee community.
Best Practice: Have representatives from your internal support department or IT Helpdesk join your champions
community to stay up to date on new information about your Teams usage.
Service reporting
There are three types of reporting you should review as you deploy and adopt Microsoft Teams:
Service health – from both Office 365 and your internal IT support department.
Service activity – from Office 365 view reports on Microsoft Teams. You may also use information from other
systems within your organization.
Service satisfaction – Gathered from internal community forums and surveys on specific experiences
Next: Drive awareness and implement training

Drive awareness and implement training for Microsoft
Teams
Awareness and training are the marketing and communications segment of your overall adoption strategy. This
will ensure that your employees are aware of the new capabilities of Microsoft Teams and its underlying Office 365
services and apps.
For both your initial pilots and your eventual company-wide roll out, your internal communications should be a
priority. They should include:
Internal awareness materials such as posters, digital signage and events.
Self-help and training information in a single location.
For your pilot phases these are the minimum steps for success:
Have a regular scheduled meeting with your project stakeholders for updates.
Make self-help documentation available, including product videos.
Hold a kick-off meeting with the pilot users to get them excited about their participation. The importance of
creating a sense of community with enthusiasm can't be overstated.
Once you have worked through the initial pilot, you can expand the efforts above to reach your entire organization.
Depending on your size, this may take time and be approached in phases by region, user profile, or organization.
During this larger scale roll out, encourage the involvement of the communicators in your organization. We
recommend these individuals be involved early and often as you use the available adoption materials or design
your own.
If your company has a central intranet portal for news, information, or support, you can use it as a hub for
information about this roll out. Providing widely available self-help information, training, and written guidance lets
users quickly come onboard. Many users will simply jump in once Teams becomes available and we encourage
this. We also know that each individual learns in different ways; a central information portal can support all styles
of learning within your organization.
Implement end-user training

Use our resources to deliver end-user training as people begin to use Microsoft Teams and other Office 365
services. Visit our resource pages to learn more:
Instructor-led end-user training for Teams
Administrator training for Teams
Online End-user training
Coffee in the Cloud online training for champions & IT pros
Day in the Life Office 365 training cheat sheets
Measure and share success

As with any communications and adoption campaign, you will want to identify your success measurements up
front. Consider these:
Active users in the product
Views of your information webpages
Questions in your user community
Views of your training videos
Attendance at learning events
Share the insights you get from your feedback channels with the hashtag #TeamsStories for easy retrieval. Share a
#TeamsStory per month on your intranet to highlight employees who are embracing the change to increase
productivity and collaboration in your environment. Also share them with us in our Driving Adoption forum on the
Microsoft Technical Community. Sharing these real world examples from within your own company is extremely
valuable to realizing sustained change over time with your user community.
Learn more about the Microsoft Teams usage reports in the Microsoft 365 admin center.
Next: Schedule service health reviews

Schedule service health reviews for your Microsoft
Teams adoption
In collaboration with your technical implementation team, plan to hold monthly service health reviews for Teams.
In these reviews you will share insights on the following measures:
Service usage – Active usage data, and may include information about services deprecated or consumption
reduced as a result of moving to Teams. Typically led by service manager or product owner for collaboration
services.
Service health – Call quality, meeting health and overall service health. Review of any support incidents and
helpdesk ticket levels. Security and governance topics. Typically led by information protection and support
teams.
Capability/project roadmap – What is the schedule of remaining employee onboarding or further
collaboration improvement projects? What additional features is your organization going to enable? Typically
led by service manager or product owner for collaboration services in collaboration with key business
stakeholders.
Awareness campaign and training success measure update – Includes reach, participation, key feedback
themes, and open issues. Include key wins and success stories.
This monthly review can be quite formal in large organizations or virtual in smaller companies. It is important to
share and monitor this data to ensure a healthy and every increasingly vibrant implementation of Microsoft Teams.
Getting started with your Microsoft Teams upgrade
Congratulations on your pending upgrade from Skype for Business to Microsoft Teams. Whether you’re just
getting started with Teams, already using Teams alongside Skype for Business, or ready to upgrade, we want to
ensure you have everything you need to navigate a successful journey to Teams.
Whether you are upgrading from Skype for Business Online to Teams or from a Skype for Business on-premises
environment to Teams, the upgrade framework will guide you through the process based on your business
scenario.
Why upgrade to Microsoft Teams?

Microsoft Teams extends the capabilities of Skype for Business, bringing together chat, meetings, calling,
collaboration, app integration, and file storage into a single interface. This new central hub for teamwork can help
streamline the way users get things done, improving user satisfaction and accelerating business outcomes. We’re
continually expanding Teams’ capabilities to enable you to communicate and collaborate in new ways, break down
organizational and geographical barriers, and drive efficiency in process and decision making. Learn more about
the benefits of upgrading to Teams in the Forrester report: Total Economic Impact of Microsoft Teams.
When should my organization upgrade to Teams?

Skype for Business Online will be retired on July 31, 2021, after which it will no longer be accessible or supported.
While the Skype for Business Online service will be fully functional through July 31, 2021, Microsoft encourages
customers to begin their upgrade journey today, allowing ample time to complete their upgrade prior to the
retirement date. Read our retirement announcement to learn more.
Can we continue to use Skype for Business Online as we prepare for

and execute our upgrade to Teams?
Yes, Microsoft offers several options for running Skype for Business Online and Teams together. These coexistence
modes allow your users to become familiar with Teams today while helping accelerate your upgrade to Teams
Only. For more information, see https://aka.ms/SkypeToTeams-Coexist.
How is Microsoft helping customers with their upgrade to Teams?

Microsoft is committed to helping make your transition from Skype for Business to Teams your a success.
Microsoft is providing robust guidance built around a proven, end-to-end upgrade success framework designed to
help you plan and execute the upgrade to Teams. Our guidance is designed for every stage of the upgrade journey,
whether you are just getting started with planning, already running Teams alongside Skype for Business, or ready
to upgrade to Teams.
To help facilitate your upgrade planning and implementation, Microsoft is hosting complimentary live, interactive
upgrade planning workshops, designed to familiarize yourself with our upgrade framework, share insights into
preparing your users for the upgrade, and identify the right path for your organization on your journey to Teams.
Join us for an upgrade planning overview session: https://aka.ms/SkypeToTeamsPlanning.
Why do I need upgrade guidance? Can’t I just delete/decommission

Skype for Business?
Upgrading from Skype for Business to Teams is more than a technical migration. It represents a transformation in
how users communicate and collaborate, and change is not always easy. The ideal upgrade approach should
address the technical aspects of your upgrade as well as encourage user acceptance and adoption of Teams,
driving a positive user experience and business outcome realization.
Where do I start planning for Teams/my upgrade to Teams?

Start your journey by familiarizing yourself with our upgrade success framework and associated resources. This
guidance serves as the cornerstone for navigating your journey from Skype for Business to Teams.
Learn about the Upgrade Framework and join us for a live upgrade planning overview session.
IMPORTANT
Remember that a successful upgrade ensures both technical and user readiness, so be sure to leverage the guidance herein
as you navigate your journey to Microsoft Teams.
TIP
Watch the following sessions to learn about the Upgrade from Skype for Business to Microsoft Teams:
Introduction to Upgrade
Plan your upgrade
Coexistence and Interoperability
Administrator experience
About the upgrade framework
To help take the guesswork out of your upgrade journey, we’ve employed a proven framework for implementing
change. As illustrated below, each step in the framework builds on the step prior and, for optimal results, we
recommend following the steps in order.
Begin by bringing together the right stakeholders and defining your upgrade plan (eg. scope, goals and timeline).
With a plan in place, confirm your technical environment and your end-users are ready for Teams. Then,
implement your upgrade in stages, moving from a pilot to an organization-wide upgrade when ready. Once your
organization is on Teams, establish an operational plan that monitors for quality and accelerates user adoption.
Look for this framework graphic on related pages to identify where you are in the upgrade process.
Sample upgrade timeline

Your upgrade journey begins when you start planning for the change. Leveraging the success framework as a
guideline, below is a sample timeline that take you from the pre-upgrade phase where you will plan and prepare
for your upgrade, through the upgrade and into the post-upgrade operational phase, designed to sustain and
amplify your outcomes.
NOTE
We understand that your journey to Teams might involve leveraging multiplemodesand upgrading groups of users at
different times, which will enable you to control the user upgrade experience while maintaining momentum with Teams.
To help demonstrate how your upgrade journey might unfold, we’ve provided a sample plan below that defines a
journey going from Skype for Business Online toIslandsmode to Teams only. In addition, the sample plan outlines
an organization that has divided their users into four upgrade groups, orcohorts. Using this as a template,
customize the plan to encompass your specific journey to Teams, incorporating the variousmodesyou’ll use and
the number of upgrade groups you’ll segment your users into.
Pre-upgrade
Prepare your organization for Teams. To help ensure a successful upgrade to Teams, it’s important to allocate
adequate time for preparation. Not only will your organization be able to quickly start realizing the value of Teams,
you’ll be able to accelerate your upgrade from Skype for Business as soon as Teams is ready for you. If you’ve
already enabled Teams alongside Skype for Business, use these pre-upgrade activities as a checkpoint to validate
your organization’s readiness before you upgrade users to Teams.
TIP
Download theUpgrade Success Kitfor template user readiness materials, such as communications and user surveys, in
addition to a sample upgrade project plan and pilot test plan. Items that are available in the kit are marked with an asterisk
(*) in the lists below.
Plan: Create your upgrade plan to help ensure your organization is set up for long-term success
STEP SUMMARY RESOURCE
1 Define your stakeholders Assign project team Enlist your stakeholders

members accountable for
driving upgrade success.
2 Define your project vision Design your “big picture” Project vision
and scope vision and current project
scope to create a blueprint Project scope
for your upgrade journey.
3 Define your project goals Set targeted goals that Project goals
enable you to measure
progress as well as project
success.
4 Identify risks and Establish a mitigation plan to Risks and mitigation

mitigation plans ensure you can quickly get
your project back on track
should issues arise.
5 Define your timeline Set a timeline and key Timeline

milestones to help your
project stay on time and on Upgrade Success Kit
budget.
6 Define the appropriate Map your journey to ensure Understand Microsoft Teams
Skype for Business and the best path from Skype for and Skype for Business
Teams upgrade and Business to Teams for your coexistence and
coexistence strategy organization. interoperability
Choose your upgrade

journey
Prepare: Evaluate your organization’s readiness for Teams

1 Assess your environment Ensure your environment is Evaluate your environment

and complete Teams ready for Teams to help before upgrading to Teams.
technical onboarding optimize the user experience
and facilitate your upgrade Prepare your service for
over time. upgrading to Teams
2 Optimize network for If you’re deploying audio, Prepare your network for
Teams, particularly for video, or meetings, take upgrading to Teams
real-time media scenarios these additional steps to
optimize your network for
that functionality.
3 Assess organizational Understand your user base Organizational change

change readiness and to prepare the right value readiness
define teamwork messaging and level of
scenarios education to facilitate and
accelerate user adoption.
4 Prepare a user readiness Personalize your Prepare a user readiness

plan to define how you communications, training plan
will communicate, train, and support plan to ensure
and support users optimal receptiveness to the Upgrade Success Kit
new technology.
5 Announce the pending Communicate early to help Upgrade Success Kit

launch of Microsoft Teams users feel included, reduce
confusion and generate
excitement.
6 Prepare your IT staff for Confirm your technical and Prepare your IT staff for
Teams support staff has everything Microsoft Teams
they need to ready and
support your technical Upgrade Success Kit
environment for Teams.
Pilot: Run a pilot to confirm that your organization is ready and inform your optimal journey to Teams
1 Outline pilot logistics Define formal pilot logistics Outline pilot logistics
to help validate your
organization’s readiness to
upgrade or coexist.
2 Select your pilot Identify users who can help Select your pilot participants
participants and test validate teamwork scenarios and test scenarios
scenarios and verify Teams readiness.
3 Design your test plan and Identify clearly defined tasks Design your test plan and
feedback survey for participants to complete feedback survey
and a way for them to share
their feedback.
4 Create your pilot Educate pilot participants on Create your communications

communications plan what’s happening, when, and plan
why, and what’s expected of
them. Upgrade Success Kit
5 Conduct your pilot Start your pilot, track Conduct your pilot
progress and iterate as
needed to optimize your
pilot results.
6 Assess learnings and Gather user feedback, Assess learnings and

evaluate your go-forward network stats, and support evaluate your go-forward
plan tickets for analysis against plan
your goals and determine
your go-forward plan.
Deploy: Run Teams in coexistence with Skype for Business
1 Announce the official Generate excitement and Upgrade Success Kit

launch of Teams momentum by sending an
official launch
announcement when Teams
is ready.
2 Enable the appropriate Follow steps to set the right Setting your coexistence and
coexistence mode for coexistence mode(s) for your upgrade settings
your users organization.
3 Stay informed about the Monitor the Teams roadmap Teams roadmap
Teams roadmap to identify the right time for
your organization to move
to Teams.
4 Send additional Encourage user adoption Microsoft 365 Champions

communications and and maintain excitement for Program
engage Teams champions Teams with ongoing
to drive excitement and communications and
adoption of Teams champions.
Upgrade
Make the official move to Teams. When you upgrade your users, you move them into Teams only mode. Teams
becomes their primary app for chat, meetings, calling, and collaboration, and access to the Skype for Business app
is disabled. Although the technical aspects of this phase are quite simple, consider the effect the change might have
on user experience and allow time for users to officially transition their activities from Skype for Business to Teams.
To reduce users’ having different experiences with different clients, try to limit the end-to-end upgrade window to
45 days or so.
Upgrade: Implement your upgrade from Skype for Business to Teams
1 Confirm that you’ve Help ensure upgrade success All the above
completed the pre- by confirming completion of
upgrade activities all planning and preparation
described above activities.
2 Initiate communications to Notify users that upgrades Prepare a user readiness

users in your first upgrade are starting, and keep them plan
group informed throughout the
process. Upgrade Success Kit
3 Enable the coexistence Follow steps appropriate to Upgrade from Skype for
mode to Teams Only for your Skype for Business Business Online to Teams
users in your first upgrade environment to perform the
group technical user migration. Upgrade from Skype for
Business hybrid or on-
premises to Teams
4 Repeat the preceding Continue to drive your

upgrade activities for the ongoing communications
remaining upgrade plan and upgrade user
groups on a rolling cycle groups based on your plan.
5 Send post-upgrade Use a feedback survey to Upgrade Success Kit

feedback surveys to all capture feedback and
users insights from users.
Post-upgrade
Maximize business value with Teams. After your organization is fully upgraded to Teams, take time to evaluate
your success against your goals and implement a plan to continue forward momentum.
Operate: Measure the success of your upgrade
1 Assess your initial Evaluate progress against Project goals

upgrade success the goals you established in
the pre-upgrade phase.
2 Implement a mitigation Define mitigation or course- Project goals

plan for any goals that correction strategies for
aren’t on track goals that are not being
met.
3 Monitor for network Implement a quality check Monitor for network health
health and quality and monitoring plan to help and quality
ensure a positive user
experience as well as reduce
calls to your support desk.
4 Drive user momentum Encourage user adoption Drive user momentum and
and adoption and maintain excitement for adoption
Teams with an ongoing
adoption plan.
5 Prepare for new Realize maximum value by Prepare for new functionality
functionality establishing a change cycle
for new innovations and
product improvements.
NOTE
Our Upgrade content is continually evolving. Be sure to check back for the latest guidance, and read the Teams blog.
IMPORTANT
Skype for Business Online will be retired on July 31, 2021, after which it will no longer be accessible or supported. To
maximize benefit realization and ensure your organization has proper time to implement your upgrade, we encourage you to
begin your journey to Microsoft Teams today. Remember that a successful upgrade aligns technical and user readiness, so be
sure to leverage the guidance herein as you navigate your journey to Microsoft Teams.
Plan for your upgrade

A healthy technical environment, sustained user adoption, and the realization of your business goals all begin with
proper planning. A solid plan gives you a framework for your upgrade project and ensures that all stakeholders are
working toward the same goals. By taking time to properly define success, you can measure results as you
progress through your deployment and verify that you’re achieving the outcomes you wanted. Planning your
journey includes:
Enlisting your project stakeholders.
Defining the scope of your project.
Understanding coexistence and interoperability of Skype for Business and Teams.
TIP
Join us for live, interactive workshops in which we’ll share guidance, best practices, and resources designed to kick start
upgrade planning and implementation.
Join the Plan your upgrade session first to get started.
This article is part of the Project Stakeholders stage of your upgrade journey, the first and most essential activity
you complete for your project’s success.
Enlist your project stakeholders

From implementing project deliverables to driving accountability, your stakeholders hold the key to the success
of your project. There are two groups of stakeholders you’ll want to assign: (1) a sponsorship coalition that
includes executive and project sponsors who have a vested interest in and influence on the project’s success, and
(2) the project team, consisting of the people responsible for ensuring technical and user readiness, who will
complete the various tasks in the project plan. The common thread between these two groups is the project
manager, who works to ensure that project tasks get completed on schedule and reports project status back to
the coalition.
TIP
Take time to identify the ideal executive sponsor, someone who can help set the tone of your project, leads by example,
and holds others accountable. This should be a senior manager or executive who has authority over the project scope and
vision. They should also be the final decision-maker in removing blockers and resolving conflict to help keep the project on
time and on budget.
Optionally, you can create a steering committee. Sometimes large or more complex projects end up with “too
many cooks in the kitchen,” resulting in disconnects among the stakeholder groups. For these projects, you
might want to form a steering committee. A steering committee is responsible for driving decisions, providing
strategic oversight, supporting the project’s initiatives, and—when necessary—removing blockers. You can find
more information about implementing a steering committee in the steering committee guide.
Who are the right people to serve as your

Decision points stakeholder team for this project?
Consider the scope of your project and assign the

Next steps relevant stakeholders.
Use the following table as a guideline, but note that
this list isn’t all-inclusive.
Tip
Build a responsible-accountable-consulted-informed
(RACI) matrix to further distinguish those who will be
held accountable from those who simply need to be
kept informed in a particular area of the project.
Decide whether to create a steering committee, and assign

roles as appropriate.
ROLES RESPONSIBILITY
Sponsorship coalition
Executive Sponsor Drives overall messaging and accountability
Business Sponsor Facilitates new technology requests for their business unit
Department Managers Represents the teams most affected by this change
Human Resources Manager Is accountable for talent management
Project Manager/Lead Oversees the transition project, ensures completion of all

tasks
Project team
Collaboration Lead/ Architect Creates and implements the solution architecture
Network Lead Provides insights into network design and execution
Security Lead Provides insights into security design, process, and

implementation
Synchronous Communications Lead Owns presence tooling such as chat, meetings, and calling
Asynchronous Collaboration Lead Owns asynchronous tooling such as SharePoint, OneDrive,

and so on
Telephony Lead Provides insights into telephony design and implementation
Service Owner/ Quality Champion Owns the operation of Teams all-up, including the quality of
the user experience
Desktop and Devices Lead Provides input into clients, devices, and desktop apps
IT Pro/Tenant Admin Ensures the network readiness and Office 365 portal
configurations are in place
Support/Help Desk Lead Manages the readiness of your support desk
Change Management Lead Oversees the user change management and adoption
program
Marketing Lead Designs and implements communications campaigns
Training Lead Designs and implements training plans
After you’ve gathered your stakeholders, proceed to the next step: Define your project scope.
This article is part of the Project Definition stage of your upgrade journey, an activity you complete after you create
a sponsorship coalition and project team from the stakeholders you’ve identified are key to your project’s success.
Before proceeding, confirm that you’ve completed the following activities:
Enlisted project stakeholders
Define your project scope

Taking time to define your project vision, scope, goals, and governance will help ensure all project stakeholders are
aligned and working toward the same end results. This is especially critical given that the technical readiness team
and user readiness team will be working independently to pull their respective pieces together. After you complete
this section, refer to it throughout your project to ensure you’re on track to achieve the end state you wanted. Use
the goals that you identify below to measure against your outcomes, and mitigate as needed.
What do you want to accomplish with this project (in

Decision points other words, why are you doing it)?
What does success look like?
What are the risks, and what’s your plan to mitigate
those risks?
Discuss the following sections with your project team

Next steps and sponsors.
Document your vision, scope, goals, and risks for this
project.
Revisit your project team to validate that you’ve
engaged the right team.
Project vision
Your vision is the “big picture” or eventual end-state that answers the question, “Why are we doing this project?”
An ideal vision addresses your organization’s business drivers and user value-add perspectives, as shown in the
following examples:
Organization business driver: Standardizing on Microsoft Teams aligns with our digital workplace
transformation and enables us to drive operational efficiencies, eliminate redundant solutions, and save USD5
million.
User value-add: Microsoft Teams (1) saves time by providing a single location for project notes, Office docs,
team members, conversations, and meetings; (2) simplifies communication by using a centralized contact list
and persistent chat tracking for quick access to your conversations, and (3) alleviates the frustration of trying to
find that lost email attachment by storing and accessing files in one place.
Consider the following discussion points to help refine your vision:
Description of the current business process
Challenges with the existing business process
How technology can help overcome these challenges
The expected and measurable business outcomes if these challenges are overcome
TIP
Identify use cases and personas to further refine your project vision.
Project scope
Your vision might only be realized over time, through various phases. The project scope defines the focus of your
project at this time and serves to keep your project team focused on their current tasks, enabling you to realize
your long-term vision. For example, your scope might call for you to run a pilot, deploy a specific workload such as
voice or meetings, or enable Teams alongside Skype for Business as you plan for your upgrade over time. As part
of the project scope, you should assess:
The various coexistence modes, and which would be optimal for your organization.
The best way for Skype for Business and Teams to coexist before you move to Teams.
Whether you should conduct a pilot to validate technical and user readiness in your organization.
Project goals
Your goals define the outcome you want and enable you to measure the success of the project. Goals can be
defined as objectives and key results (OKRs), and the measures of project success can be defined as key success
indicators (KSIs). It’s essential that you get full participation from project stakeholders in defining OKRs and KSIs,
to help ensure they feel a sense of ownership and align these measures of success to defined project tasks. Goals
should include a mix of technical and user-focused success.
OKRs contain the objectives you set at the beginning of the project and the key results you measure on a
defined cadence (for example, monthly or quarterly). By reviewing your key results, you can ensure your project
deliverables are on schedule, or identify and mitigate issues to get your project back on track. OKRs are
typically categorized as “achieved” or “not achieved.”
KSIs measure quality and success of the key results and complement the binary nature of OKRs by detailing
good and/or bad results. When defining KSIs, we recommend that you use “specific, measurable, assignable,
realistic, time-related” (SMART) criteria:
Specific: target a specific area for improvement
Measurable: quantify, or at least suggest an indicator of, progress
Assignable: specify who will do it
Realistic: state what results can realistically be achieved, given available resources
Time-related: specify when the results can be achieved
The following table shows examples of OKRs and KSIs for the initial phases of a Skype for Business to Teams
upgrade project.
OBJECTIVE KEY RESULT TO DO

OBJECTIVE KEY RESULT TO DO
Pilot Teams alongside Skype for FY19Q2: 500-user pilot conducted and Identify pilot users
Business, in collaboration-only mode completed Create a pilot test plan
Enable pilot users on Teams
Implement the pilot
Execute a pilot feedback survey
Measure pilot success
Successfully run collaboration-only 60% of Skype for Business users Design and execute a broad
mode for all users in the organization are using Teams within 30 days communications and training
alongside Skype for Business of rollout plan
User satisfaction with Teams is Enable all users for Teams in
≥80% collaboration-only mode
Track usage monthly
Gather user feedback
Monitor network health/quality
Mitigate as needed
KEY SUCCESS
TYPE INDICATOR HOW MEASURED SUCCESS CRITERIA MEASURED
Network and Percentage of poor Call Quality <3% of poor calls Weekly, then monthly
quality audio calls should be Dashboard (CQD) with Teams
minimal
Usage and The chat, meetings, Survey 80% agree or strongly Weekly through pilot,
awareness and calling experience agree post-rollout
is equal to or better
than Skype for
Business
Usage and adoption Users actively use the Office 365 reports or 90% participation Weekly, then monthly
solution CQD from pilot users,
better than the
current solution
Usage and training I had adequate Post-pilot survey 80% agree or strongly Post-pilot, post-
training/help agree rollout
resources to
successfully use
Teams
User satisfaction I would recommend Net Promoter Score NPS > 0 Post-pilot, post-
Teams to others (NPS) via post-pilot rollout
survey
Business driver Cost savings Accounts Payable $X million cost Six months, then one
expenditure in third- year, then five years
party solutions post-rollout
TIP
To help ensure your project stays on track, consider defining smaller, short-term milestones in addition to bigger, long-term
goals. This can include metrics that you’ll capture as part of your user pilot. When considering your timeline, use the
Microsoft 365 Roadmap if you’re waiting for features that aren’t yet available in Teams.
Risks and mitigation

With any project, unforeseen events or other factors can arise and throw your project off track. It’s important to
proactively assess potential risks and define a mitigation plan for overcoming the issues that might arise, so your
project can continue toward your goals. A risk register is an excellent tool for tracking project risks—along with
how likely they are and their potential impact—and capturing your mitigation plan. The following table shows a
sample risk register.
RISK LIKELIHOOD IMPACT OVERALL MITIGATION PLAN
Network quality Medium High High Execute a network

planning exercise.
Low user adoption High High High Proactively work with

users during the pilot
and deployment
phases; implement a
targeted awareness
and training campaign
to create desire.
Timeline
As you scope your upgrade journey, be sure to set a timeline for key milestones (for example, enabling Teams
alongside Skype for Business for all users) in addition to the completion date. A defined timeline helps your project
team drive toward a consistent end state and informs the right work-back schedule, helping to ensure that your
project stays on track. Consider a timeline that’s not too accelerated (where tasks might be overlooked) or too
distant (where momentum might be lost). The ideal timeline accounts for:
Product readiness for compliance and user scenario requirements: Refer to the product roadmap to
gauge when Teams will be ready for your organization.
Upgrade groups: Determine whether you’ll be enabling Teams or upgrading users by upgrade groups, which
could affect the timeline of your overall upgrade journey.
Organizational factors such as change freeze, fiscal year end, deployment lifecycles: Discuss and
account for any internal processes that might influence your upgrade timeline.
Other changes that are occurring at or around the same time: Consider bundling changes or spacing them
out to facilitate a positive user experience and minimize any impact on productivity.
Resourcing: Confirm resource allocation with your project stakeholders to ensure that the project team you’ve
brought together has enough bandwidth to complete all necessary tasks.
As a reference point, a sample timeline is provided for the pre-upgrade, upgrade, and post-upgrade phases of the
Upgrade Pro journey, which we encourage you to adjust as needed to align with the specific needs of your
organization.
After you’ve completed the activities described above, you should have a solid foundation for your project.
Continue with your technical readiness and organizational readiness planning activities.
Remember: Skype for Business Online will be retired on July 31, 2021. After that time, the Skype for Business
Online service will no longer be accessible or supported. To maximize benefit realization and ensure your
organization has proper time to complete your upgrade, we encourage you to begin your journey to Microsoft
Teams today.
This article is part of the Project Definition stage of your upgrade journey, an activity you complete after you
create a sponsorship coalition and project team and define the scope, goals, and vision for your project. Before
proceeding, confirm that you’ve completed the following activities:
Enlisted your project stakeholders
Defined your project scope
Understand Microsoft Teams and Skype for Business

coexistence and interoperability
If your organization uses Skype for Business today and you are starting to use Teams alongside Skype for
Business—or you are starting to upgrade to Teams—it’s important to understand how the two applications
coexist, when and how they interoperate, and how to manage users’ migration all the way to their eventual
upgrade from Skype for Business to Teams.
TIP
Watch the following session to learn about Coexistence and Interoperability.
Additionally, you can join us for live, interactive workshops in which we’ll share guidance, best practices, and resources
designed to kick start upgrade planning and implementation.
Coexistence of Teams and Skype for Business

In addition to collaboration capabilities, Teams delivers chat, calling, and meeting capabilities. Depending on how
you choose to deploy Teams, these capabilities may overlap with the capabilities delivered by Skype for Business
for a given user. The default mode is to run Teams alongside Skype for Business with the capabilities overlap;
however, a user can be assigned one of several coexistence modes (also known as upgrade modes) that were
designed to ensure that these capabilities don’t overlap for that user (in which case interoperability between
Teams and Skype for Business is available). For example, if you have significant Skype for Business Server on-
premises assets with a complex Enterprise Voice deployment but want your users to enjoy modern meetings as
quickly as possible, you might want to evaluate Meetings First as an alternative path.
We recommend that you review the following coexistence modes to help determine which path is right for your
organization.
IMPORTANT
Introducing new technology or making changes to your existing, familiar Skype for Business environment, while delivering
great new business benefits, can be disruptive for users. Take time to assess user readiness and implement a
communication and training plan before you implement any of the changes outlined in this article. In addition, we strongly
encourage you to pilot your plan with a selected group of users before implementing it across your organization.
Islands mode
By default, users can run Teams alongside Skype for Business as two separate solutions that deliver similar and
overlapping capabilities such as presence, chat, calling, and meetings. Teams users also can take advantage of
new collaboration capabilities such as teams and channels, access to files in Office 365, and applications.
In this coexistence mode, called Islands, each of the client applications operates as a separate island. Skype for
Business talks to Skype for Business, and Teams talks to Teams. Users are expected to run both clients at all times
and can communicate natively in the client from which the communication was initiated. As such, there’s no need
for interoperability in Islands mode.
To avoid a confusing or regressed Skype for Business experience, external (federated) communications, PSTN
voice services and voice applications, Office integration, HID controls for USB devices, and several other
integrations continue to be handled by Skype for Business and are not available in Teams in Islands mode.
Phone System is not supported in Teams in Islands mode; in this mode, the only Enterprise Voice client is Skype
for Business.
IMPORTANT
In Islands mode, all messages and calls from federated users (people outside your organization) are delivered to Skype for
Business. After upgrading to Teams Only mode, all messages and calls from outside your organization are delivered to
Teams.
TIP
Skype for Business Online customers recommended path is to start with the default Islands mode, drive Teams adoption
saturation in the organization, and then move to Teams Only mode rapidly. On premises and hybrid customers, especially
complex ones, might benefit from deploying the Skype for Business with Teams Collaboration mode as a starting point
rather than Islands mode, and progress from there to Skype for Business with Teams Collaboration and Meetings
mode (that is, Meetings First), if appropriate, and to Teams Only mode when the organization is ready to adopt Teams.
Skype for Business only

In this coexistence mode, users remain in Skype for Business—not Teams—for chat, meeting, and calling
capabilities, and they don’t use Teams for teams and channels. This mode is available today; however, in the
current implementation, teams and channels are not automatically turned off for the user. This can be achieved
by using the App Permissions policy to hide teams and channels.
This mode can be used prior to starting a managed deployment of Teams to prevent users from starting to use
Teams ahead of having built readiness, or as a way to enable authenticated participation in Teams meetings for
Skype for Business users, provided the users are licensed for Teams.
Teams Only
A Teams Only user (also called an upgraded user) has access to all the capabilities in Teams. They may retain the
Skype for Business client to join meetings on Skype for Business that have been organized by non-upgraded
users or external parties. An upgraded user can continue to communicate with other users in the organization
who are still using Skype for Business by using the interoperability capabilities between Teams and Skype for
Business (provided these Skype for Business users are not in Islands mode). However, an upgraded user can't
initiate a Skype for Business chat, call, or meeting.
As soon as your organization is ready for some or all users to use Teams as their only communications and
collaboration tool, you can upgrade those users to Teams Only mode. If you are upgrading from Islands mode,
we advise that you first saturate Teams adoption throughout your organization before beginning the upgrade
process. This avoids broken communication scenarios due to Islands mode not providing interoperability.
For additional considerations about moving to Teams Only mode, see Teams Only mode considerations.
Skype for Business with Teams Collaboration

Use this mode to introduce Teams in your environment while you continue to leverage your existing investment
in Skype for Business. In this mode, you leave Skype for Business unchanged for chat, calling, and meeting
capabilities, and you add Teams collaboration capabilities—teams and channels, access to files in Office 365, and
applications. Teams communications capabilities—private chat, calling, and scheduling meetings—are off by
default in this mode.
Organizations with a starting point of Skype for Business Server on premises or hybrid should consider this
mode as an alternative to Islands mode if they want to give their users interoperability and predictability for
their communications, as well as having a predictable timeline for their upgrade to Teams (as opposed to relying
on adoption saturation in Islands mode).
Skype for Business with Teams Collaboration and Meetings, also known as Meetings First
Use this coexistence mode to accelerate the availability of Teams meeting capabilities in your organization, in
addition to its collaboration capabilities, enabling your users to take advantage of the superior Teams meetings
experience-great quality, innovative capabilities such as transcription and translation or background blurring, and
superior user experience across all platforms, including mobile devices and browsers.
Along with using Teams for teams and channels–based conversations in this mode, users will use Teams to
schedule and conduct their meetings. Private chat and calling remain on Skype for Business. Teams and Skype
for Business benefit from a range of “better together” capabilities, such as presence reconciliation, automatic
hold/unhold, and HID device support across both applications. Note that it is possible to hide teams and
channels if desired using the App Permissions policy.
This coexistence mode is especially useful for organiztions with Skype for Business on-premises deployments
with Enterprise Voice, who are likely to take some time to upgrade to Teams and want to benefit from the
superior Teams meetings as soon as possible.
NOTE
When deployed in any coexistence mode except Islands, Teams and Skype for Business can interoperate, enabling users to
chat with and call one another, and ensuring that communications remain fluid across your organization during your
upgrade journey to Teams. Coexistence modes govern interoperability. The coexistence mode of the receiver determines
whether interoperability will be available. For example, if the receiver is in a mode in which chat is only available in one
client (say, Teams), chat interoperability will generally be available in case the initiator uses the other client (in this case,
Skype for Business) to start the chat. On the other hand, if the receiver is in the mode in which chat is available in both
clients (Islands mode), interoperability won’t be available for the chat. The message will be received by the receiver in the
same client in which the initiator started the chat. Therefore, proper communication in Islands mode requires Teams
adoption saturation; that is, all users actively using and monitoring both clients.
TIP
To help identify the recommended upgrade mode based on the capabilities you want to enable in Teams while Skype for
Business is still in use, leverage the Skype to Teams Upgrade Wizard.
For more details about coexistence modes, prerequisites, and management, see Migration and interoperability
guidance for organizations using Teams together with Skype for Business and Setting your coexistence and
upgrade settings.
Decision point Which coexistence mode(s) best

fit your organization’s and
users’ needs?
Next step Choose the best approach for

your upgrade journey.
Interoperability of Teams and Skype for Business

Interoperability is the ability for Teams and Skype for Business users in the same organization to communicate
across Teams and Skype for Business.
Interoperability is governed by the coexistence mode (also known as upgrade mode) of the receiver. There is no
interoperability when the receiver is in Islands mode.
Native interop and interop escalation
There are two types of interop experiences: native and interop escalation.
A native interop experience occurs in the client that the user is currently using. One user will be in the Skype
for Business client, the other in Teams. A native interop experience won’t take them to another client to
communicate, the users will be able to conduct their conversation in the client they’re currently using. The
native interop experiences are one-to-one chat and calling.
An interop escalation experience means that as part of helping users perform an advanced action (such as
sharing their desktop), the client facilitates the creation of a meeting which users can join to continue the
experience in that meeting. The meeting is created on the platform of the initiator of the action. The user or
users who aren’t on that platform receive a meeting join link. As they click this link, they are joined to the
meeting in a compatible client (browser, web app, or full client, depending on configuration). Interop
escalation from Skype for Business requires a recent client. Interop escalation from Teams is now available.
Both are supported in interoperability experiences in-tenant, and for federated communication cross-tenants.
Native interop experiences
Depending on the coexistence modes assigned to users (as previously described), the following native interop
experiences are available:
Skype for Business users can chat one-on-one with Teams users, and vice versa. An interop chat needs to go
through an interop gateway that’s part of Teams cloud services (and therefore only exists online). Interop chats
are plain text: rich text and emoticons aren’t supported. Users in Teams and in Skype for Business are notified
that the conversation is an interop conversation.
Skype for Business users can make one-on-one voice and video calls to Teams users, and vice versa.
IMPORTANT
Interop experiences with an on-premises deployment of Skype for Business require that the on-premises environment is in
hybrid mode with Office 365 Skype for Business. For details, see Migration and interoperability guidance.
These interop experiences are available to and between users who have one of the following coexistence modes
assigned: Skype for Business with Teams Collaboration, Skype for Business with Teams Collaboration
and meetings, Skype for Business Only, or Teams Only. There is no interoperability to users in Islands
mode.
Native interop experience limitations
Because of the difference in protocols and technology, it is not possible to support all capabilities natively.
Specifically, the following capabilities are not available:
Markdown, rich text, and the full emoticon set aren’t supported either from Teams or Skype for Business.
Other native features of the compose box in Teams chats aren’t supported.
Screen sharing (desktop or app sharing) between Teams and Skype for Business isn’t supported natively.
However, it is supported through interop escalation.
Group chats (multiple-party conversations) in Teams can only include participants who are using Teams.
Multiple-party IM conversations (group chats) in Skype for Business can only include participants who are
using Skype for Business. However, interop escalation to multiple-party is available from Skype for Business.
Escalating an ongoing peer-to-peer voice or video call to a multiple-party call involving both Teams and
Skype for Business users isn’t supported.
File transfer for two-party chats, or file attachment in group chats, from Teams to Skype for Business—and
vice versa—aren’t supported.
There is no interoperability with Skype for Business Persistent Chat.
For all these limitations (except for Persistent Chat), one possible workaround is for one user to start a meeting
and invite the other user to join it.
This workaround is the basis for interop escalation. In particular, screen sharing and escalation to multiparty are
not achievable natively but they are supported via interop escalation.
Interop escalation experiences
Interop escalation consists in supplementing the native interop capabilities with managed escalations to
meetings. Meetings offer rich experiences available to anyone, regardless of which client they have.
When interop escalation is triggered by the Teams user, a Teams meeting is created. When it is triggered by the
Skype for Business user, a Skype for Business meeting is created. In both cases, the meeting created is a Meet
now meeting, which is not reflected on the user’s calendar.
The other party receives the meeting join link through interop chat and joins by clicking that link. If the Skype for
Business user has a Teams account and is invited by the Teams user, they will join the meeting authenticated.
Otherwise, they will join as an anonymous participant. Conversely, Teams users almost always have a Skype for
Business account and a Skype for Business client they can use to join a Skype for Business meeting as an
authenticated participant, but they might also join as an anonymous participant, for example using the Skype
Meeting App.
Once the parties have joined the meeting, they can conduct any activity supported in meetings, such as desktop
or content sharing, file sharing or transfer, adding other participants, and so on.
Interop escalation from Skype for Business
Interop and interop escalation from Skype for Business was updated in the July 2019 build of monthly C2R.
Previously, Skype for Business did not have advance awareness that the remote party was using Teams. It only
surmised that from the signaling received after a session was established.
When the signaling indicated that the response came from (or through) the interop gateway, it would display the
yellow business bar (banner) indicating the other party was not using Skype for Business. With the evolution of
our service, this resulted in false positives where Skype for Business users would see the business bar when they
were connected to the Cloud Voicemail Service or other cloud voice services, rather than to an actual Teams
Only user.
To prevent these false positives, the presence service is now informing the Skype for Business client when the
other party is a Teams Only actual user. This allows Skype for Business to be aware that it needs to create an
interop conversation ahead of it having been created, and the conversation window to be specific to interop.
If the Skype for Business user wants to share their desktop for example, they are informed that we will start a
meeting and guided through the steps.
Meanwhile, the Teams user receives an incoming chat message with the link to the meeting and are guided to
join.
This escalation to a Skype for Business meeting is available for both in-tenant interop and cross-tenant federated
calls and chats. It is on by default and there is no setting the admin has to provision.
Interop escalation from Teams
Interop escalation from Teams to a Teams meeting is now available when the Teams user selects the desktop
sharing button in an in-tenant interop thread with a Skype for Business user or in a cross-tenant interop
federation thread. Interop escalation is supported from a 1:1 chat conversation or from a 1:1 call.
The capability is supported in the Teams desktop client for Windows, in the Teams desktop client for Mac, and in
the Teams web client on browsers where content sharing is supported, while in communication with any Skype
for Business client version.
In interoperability threads, and in federation interoperability threads, the Teams user now has the controls
(button) to start content sharing. When the Teams user selects the button, they are presented with an additional
menu that informs them that to share content, they will need to start a Teams meeting.
If the users were in a call, the menu also warns them that their current call between Teams and Skype for
Business will be terminated as they are put into a Teams meeting. If they so choose, they can warn the Skype for
Business user prior to accepting.
Upon acceptance, they are put in the Teams meeting; they must start sharing from the sharing tray in the
meeting.
Meanwhile, the Skype for Business user receives an incoming chat message with the link to the meeting and are
guided to join.
This escalation to a Teams meeting is available for both in-tenant interop and cross-tenant federated calls and
chats. It is on by default and there is no setting the admin has to provision. However, it is turned off for the user if
the admin sets -AllowPrivateMeetNow in CsTeamsMeetingPolicy to $false .
After you review this article, see Choose your upgrade journey, Migration and interoperability guidance,
Coexistence with Skype for Business, and Setting your coexistence and upgrade settings for implementation
details.
Related Links
Video: Manage Coexistence and Interoperability between SfB and Teams
This article is part of the Project Definition stage of your upgrade journey. Before proceeding, confirm that
you’ve completed the following activities:
Understood coexistence and interoperability of Skype for Business and Teams
Choose your upgrade journey from Skype for Business to

Teams
As an existing Skype for Business customer, your complete transition to Teams might take some time. However,
you can begin realizing the value of Teams today, by enabling your users to use Teams alongside Skype for
Business. Given that there’s some overlapping functionality between the two apps, we recommend that you
review the available coexistence and upgrade modes to help determine which path is right for your organization.
For example, you might opt to enable all workloads on both solutions without interoperability. Or, you might
decide to manage the user experience, either by gradually introducing Teams capabilities or by targeting groups
of users for select capabilities, until your organization is ready to upgrade everyone to Teams. Use the outcome
of your pilot to help assess the right upgrade journey for your organization.
IMPORTANT
Skype for Business Online will be retired on July 31, 2021, after which it will no longer be accessible or supported. To
maximize benefit realization and ensure your organization has proper time to implement your upgrade, we encourage you
to begin your journey to Microsoft Teams today.
This article outlines the various modes that enable you to manage which modalities in Skype for Business and
Teams are available to your users. As with any deployment, we strongly encourage you to pilot your intended
plan with a selected group of users before upgrading your organization to Teams. Remember, introducing new
technology can be disruptive for users. Take time to assess user readiness and implement a communication and
training plan prior to implementing any of the modes outlined herein.
TIP
Join us for live, interactive workshops in which we’ll share guidance, best practices, and resources designed to kick start
upgrade planning and implementation.
Upgrade journey building blocks

To formally prepare your organization for its journey to Teams, you need to start planning for the upgrade
scenarios that will eventually let your organization fully embrace Teams as your sole communications and
collaboration solution.
To help guide your decision-making process, familiarize yourself with the various modes, concepts, and
terminology relevant to upgrading from Skype for Business to Teams. For more information, see Microsoft
Teams and Skype for Business coexistence and interoperability
When some of your users are ready to use only Teams for their day-to-day communications and collaboration
needs, you can start upgrading these users to Teams by enabling Teams Only mode for them.
If it’s not feasible for your whole organization to move to Teams, you can start by piloting Teams alongside
Skype for Business in Islands coexistence mode. As the additional coexistence modes, (i.e. Skype for Business
with Teams collaboration and Skype for Business with Teams collaboration and meetings), are become
progressively fully available in the next few months, you can also start by fully adopting Teams as a group
collaboration solution first while keeping Skype for Business as your organization’s unified communications
solution. That is Microsoft’s recommended path for customers using Skype for Business Server (on-premises or
hybrid) and customers with significant complexity whose trajectory to Teams will include a long coexistence
period.
The following table compares coexistence and upgrade modes.
MODE SITUATION RECOMMENDED USE ADVANTAGES CAVEATS

Islands Smaller or simpler Go to the full Teams Simple to operate Requires good user
Skype for Business experience as quickly communication to
deployment as possible Richest Teams avoid confusion and
experience up-front to drive usage
Ability and Conduct a proof of for all capabilities toward Teams
willingness to concept (PoC) of
manage some short- Teams Exit strategy requires
term complexity to users to have fully
move to Teams more Recommended adopted Teams prior
quickly upgrade path for to starting upgrade
organizations who to Teams Only phase
adopted Skype for
Business Online No interop for users
in Islands mode; also
no federation from
Teams when the
user’s Skype for
Business account is
homed on-premises
Skype for Business Skype for Business Start Teams adoption No overlapping
with Teams deployment with quickly, focusing on capabilities between
collaboration requirements that group collaboration Teams and Skype for
aren’t yet met by first Business
Teams (for example,
advanced Want to keep all Instant messaging
compliance) unified chat and meeting
communications scheduling will reside
Long-term need for workloads on Skype in Skype for Business
and/or commitment for Business for now (tied to calling)
to Skype for Business
Recommended use Interoperability with
as the starting point users in Teams Only
for organization
starting their journey
from on premises (or
hybrid) Skype for
Business
Skype for Business Skype for Business Start Teams adoption No overlapping Instant messaging
with Teams deployment with quickly, going capabilities and chat will reside in
collaboration and significant use of beyond group Skype for Business
meetings enterprise voice and collaboration Superior meetings on (tied to calling)
requirements that Teams. Features
aren’t yet met by Improve your users’ roadmap, UX and
Teams calling meetings experience cross platform,
quality and reliability
Long-term need for Recommended use
and/or commitment for on premises "Better Together"
to Skype for Business organizations experiences between
wanting to take Skype for Business
Might be using a advantage of Teams and Teams
third-party meeting meetings prior to
service being ready to fully Interoperability users
upgrade (generally in Teams Only.
due to Enterprise
Voice on-premises).
Teams Only Teams Only is the Reduce variable costs Limits user confusion Interoperability only
final destination for on Skype for by providing only supports basic chat
all users, eventually. Business (on- one client to work and calling between
premises server with Interoperability Skype for Business
Some users need to operations, with users in Skype and Teams, and
stay on Skype for outsourcing contract, for Business Only, interop escalation
Business and so on) Skype for Business scenarios for desktop
with Teams sharing and multi-
You’re upgrading Go to the full Teams Collaboration, Skype party chat and calling
your Skype for experience as quickly for Business with
Business Online users as possible, for at Teams Collaboration
to Teams while least some users and Meetings
keeping Skype for
Business on-premises
users on Skype for
Business Server
You might have

already deployed
users in islands mode
and are ready to
retire Skype for
Business for groups
of users
Skype for Business Some users need to Limits user confusion Continue to meet Interoperability only
only stay on Skype for by providing only business supports basic chat
Business one client to work requirements that and calling between
with currently can only be Skype for Business
met by Skype for and Teams, and
User can still Business interop escalation
participate in Teams scenarios for desktop
meetings they are Interoperability with sharing and multi-
invited to users in Teams Only party chat and calling
TIP
To help identify the recommended upgrade mode based on the capabilities you want to enable in Teams while Skype for
Business is still in use, leverage the Skype to Teams Upgrade Wizard.
Upgrade journeys
You can take multiple approaches to upgrading from Skype for Business, either online or on-premises, to Teams:
In a direct upgrade journey, you first deploy Teams alongside Skype for Business in Islands mode as part of
evaluation and early adoption, and then upgrade your users to Teams Only mode with the goal of quickly
retiring Skype for Business from the environment for all users in the organization. This is the recommended
journey for Skype Business online customers, unless they are concerned their users will be confused with
having two tools to conduct the same action (chat, calling, meeting scheduling).
A gradual upgrade journey delivers a specific coexistence and upgrade mode to a specific group of users
(also called a cohort), depending on their communications and collaboration requirements. Over time, the
entire organization can converge into using Teams Only and eventually replace Skype for Business. However,
if your organization has compelling business reasons to keep Skype for Business—such as a dependency on
a Unified Communications Managed API (UCMA)–based solution that integrates with line-of-business
applications, or an ethical wall solution currently available for Skype for Business only, or a complex
Enterprise Voice deployment that will take time to upgrade to Teams Only—you can upgrade a portion of
users to Teams Only mode while retaining Skype for Business users in one of the coexistence modes for a
portion of your user population. Gradual upgrade journey is the recommended approach for on-premises
(and hybrid) customers starting with Skype for Business with Teams Collaboration coexistence mode and
moving from there to Teams Only mode when requirement for the users met (possibly through the Skype
for Business with Teams Collaboration and Meetings coexistence mode).
IMPORTANT
For both types of upgrade journey, if your organization is currently a Skype for Business on-premises deployment only,
you need to start planning to implement Skype for Business hybrid before upgrading your users to Teams Only mode.
This will also help facilitate interoperability with Teams.
NOTE
Teams Only mode requires that the users who are part of cohorts be homed in Skype for Business Online, and a hybrid
relationship between your Skype for Business on-premises deployment and your Skype for Business Online tenant is
required to facilitate the interoperability between Skype for Business and Teams. The move to Skype for Business Online
must be completed for users who are part of the cohorts before they’re upgraded to Teams Only mode. Skype for
Business Server 2019, and Skype for Business Server 2015 with CU8 update can simplify the mechanics of upgrading on-
premises users to Teams by managing the migration to Skype for Business Online and upgrading the users to Teams
Only mode in one step.
Direct upgrade journey

The direct upgrade journey is illustrated in the following diagram.
Teams is deployed to all users in the organization and configured in Islands mode. When your organization
determines that Teams is ready to fulfill all of your communications and collaboration needs, notify the users
and upgrade them to Teams Only mode. At that point, Skype for Business can be retired from the environment.
Gradual upgrade journey
An example of a gradual upgrade journey is illustrated in the following diagram.
Teams is deployed in the organization in Islands mode for evaluation and then move to different coexistence
and upgrade modes for different groups of users. For example, a group of users can be enabled for Islands
mode, another enabled for Skype for Business with Teams collaboration and meetings mode, while a third
group of users might initially be enabled for Skype for Business with Teams collaboration only mode.
Over time, groups of users can be upgraded to Teams Only mode, followed by the rest of the organization.
Eventually, the entire organization will be ready to retire Skype for Business and use only Teams for
communications and collaboration, or—if business requirements dictate that Skype for Business be retained for
a specific group—the majority of users in the organization can use Teams Only.
Which upgrade journey is suitable to your organization's

Decision point business requirements?
Identifying your current deployment model, use case

Next step scenarios, and key considerations for your organization
will inform the journey to Teams that’s best suited to
your organization.
Which upgrade scenario is applicable to your

Decision point organization?
Decide the timeline of your organization's upgrade

Next steps journey based on messaging, meetings, and calling
business requirements.
Decide the required additional work to complete your

upgrade journey.
After you’ve chosen the best upgrade journey for your organization, perform your upgrade to Teams.
Meetings First
“Meetings First” is targeted at and optimized for Skype for Business Server organizations with Enterprise Voice on
premises who want to start using Teams meetings as rapidly as possible. For these organizations, Meetings First is
an alternative to using Islands mode that prioritizes the Teams meetings experience.
What is Meetings First?

Meetings First is based on the SfBWithTeamsCollabAndMeetings coexistence mode. Meetings First is not a
product or a feature—it is a configuration that leverages capabilities and features of Teams and Skype for Business
to provide a uniquely tailored coexistence experience.
In Meetings First, users create their meeting in Teams, while continuing to use Skype for Business for chat, calling,
and presence. There is no overlap of modalities between Teams and Skype for Business. Chat, calling, and
presence are on in Skype for Business and off in Teams. This enables unique “better together” scenarios between
Skype for Business and Teams that enhance the user’s experience during coexistence, as well as interoperability
scenarios with Teams Only users.
IMPORTANT
Meetings First is a better match for organizations who have no or few active Teams chat users. Active Teams chat users
should not be switched to Meetings First mode, as they would lose the ability to chat in Teams and to access to their chat
history. These users should be grandfathered in Islands mode instead, and Meetings First only granted to the users not yet
active in chat in Teams.
Who should consider Meetings First?

Meetings First was designed for organizations who use Skype for Business Server with Enterprise Voice who want
to accelerate their move to Teams meetings, especially those with strong IT discipline who want a managed,
deterministic upgrade path to Teams.
For complex or large organizations, voice migrations are typically done on a site-by-site basis and might take a
long time, potentially several years, resulting in extended coexistence scenarios. If that coexistence is in Islands
mode, users will always have the choice of two meeting solutions (Skype for Business and Teams), which can result
in confusing or suboptimal situations. Unlike voice migrations, meetings migrations can generally be completed
across the entire company in a short amount of time. Organizations who want to completely switch to Teams
meetings as quickly as possible (and without waiting for their voice migration to be complete) should consider
Meetings First.
Meetings First might not be useful to organizations who have no Enterprise Voice users. These organizations
should be able to upgrade to Teams Only as soon as they are able to adopt Teams meetings. They should
consider skipping Meetings First.
In addition, Meetings First is useful to organizations whose scope is a pure-play meeting solution, for example
when a “meetings-only” RFP is being issued.
Capabilities in Meetings First

Meeting First brings the following capabilities together:
Provision a Skype for Business Server (on-premises) user with Teams Audio Conferencing.
Meetings Migration Service: Meetings organized by the user will be migrated to the cloud and converted to
Teams meetings as the user is promoted to Meetings First (requires Exchange Online).
Streamlined user experience in Teams, centered on Teams meetings and teams and channels (which can,
optionally, be hidden using the App Permissions policy); Teams private chat, calling, and self-presence are not
exposed in Meetings First, enabling the deployment and adoption effort to fully focus on meetings.
Superior Teams meeting experience.
“Better Together” between Teams and Skype for Business:
Automatic hold: When in a meeting in Teams, getting in a call in Skype for Business will place the Teams
meeting on hold, and vice-versa. This prevents users from having their private calls overheard by the
meetings participants.
Presence reconciliation: Activity in Teams is reflected in the user’s presence, which is the Skype for
Business presence since chat and calling are in Skype for Business. Specifically, when Meetings First
users are in a Teams meeting, their presence will be updated to reflect that. When they present their
screen, their presence will be updated to show Do Not Disturb (based on their settings in Skype for
Business).
USB device HID control reconciliation (also available on Mac): The HID controls are honored by Teams
while in Teams meetings and by Skype for Business in all other circumstances.
Unless otherwise mentioned, Better Together capabilities require recent Windows desktop clients at this
time.
Prerequisites for Meetings First

The only hard requirements for Meetings First are the same as the requirements for Teams with on-premises
Active Directory and a Skype for Business on-premises deployment:
General pre-requisites for Teams, including
Identity and authentication in Teams and
Configure Azure Active Directory for Teams and Skype for Business.
A Skype for Business hybrid topology is not required, but it is recommended. Some capabilities such as Meetings
Migration Service and interoperability rely on that topology.
Meetings First is supported with any version of the Skype for Business Server (and known to work with the no-
longer-supported Lync Server). It is supported with any supported Skype for Business client, however Better
Together capabilities require a recent client.
Once these requirements are met (and not prior), the users can be licensed for Office 365 and Teams.
For the best Meetings First experience, users should be enabled for Exchange Online, SharePoint Online, and
OneDrive for Business, and Office 365 Group creation. Meetings First is supported for users whose mailbox is on
Exchange on-premises, or who don’t have SharePoint Online or OneDrive For Business, or Office 365 Group
creation. However, their experience will be less complete. In particular, for organizations using Exchange Server
on-premises, there might be (depending on the version of Exchange Server) some limitations to creating and
viewing meetings from the Teams client, as well as with respect to compliance capabilities.
At minimum, users must be licensed for Teams. In addition, they can be licensed for Audio Conferencing, if
needed.
We recommend you grant SfBOnly or SfBWithTeamsCollab mode as tenant default at the time you license the
users. This ensures users would not start using Teams on their own in the default Islands mode prior to you being
ready to launch Meetings First.
Meetings First is supported on full desktop clients (Windows and Mac), on browser clients, and on mobile clients.
It is also compatible with Microsoft Teams Rooms. Better Together requires the full desktop client.
Prepare for Teams meetings in Meetings First

For your users to have the best possible experience in Teams meetings, you should:
Follow the steps in Meetings and conferencing for Microsoft Teams, in particular.
Evaluate your environment.
Prepare your organization’s network for Microsoft Teams.
Upgrade your meeting rooms with Teams capable meeting room devices and solutions, or use Cloud Video
Interop for Microsoft Teams to enable your existing third-party rooms and devices to join Teams meetings.
Equip your users with certified USB audio and video devices.
Prepare to drive awareness and adoption for Teams meetings.
Plan your service management.
Familiarize yourself with the rich Call Analytics reports to troubleshoot poor call quality.
You might consider running a moderate scale production ready pilot at this stage.
Configure users for Meetings First

Once you have licensed your users and prepared your organization for Teams meetings, it’s time to enable your
users for Meetings First. We’ve made it easy: one single setting will do it all!
All capabilities and user experiences in Meetings First, including the Teams client configuration and auto-
conformance of the user experience, Meetings Migration Service, and Better Together capabilities, are configured
by granting the user (or group of users, or tenant default) the SfBWithTeamsCollabAndMeetings coexistence
mode either in the Microsoft Teams admin center or by using PowerShell.
Optionally, should you want to hide the Teams and Channels application from the left navigation of your users’
Teams client to further focus their experience on meetings, that can be achieved by using the App Permission
policy.
Reporting and Call Analytics

Reporting and Call Analytics for Teams meetings in Meetings First are unchanged from what they are in other
modes.
Related links
After you review this article, you might want to consult Choose your upgrade journey, Migration and
interoperability guidance, and Coexistence with Skype for Business for further details.
This article is part of the Technical Readiness stage of your upgrade journey, an activity you complete in parallel
with the User Readiness stage. Before proceeding, confirm that you’ve completed these activities from previous
stages:
Chosen your upgrade journey
Prepare your environment for upgrading to Teams

To drive a successful Teams upgrade in your organization, it’s important that you validate your current Skype for
Business environment and your network readiness. Preparing your current environment will help ensure a high-
quality user experience now, in addition to improving the quality of the user experience in Teams. Taking time to
plan individual steps can help accelerate your deployment and ensure that you haven’t skipped any important
action items.
Complete these activities in parallel with your user readiness preparation:
Prepare your IT staff to help ensure they have what they need for a successful upgrade journey.
Verify that your environment meets all prerequisites, and understand dependencies among Office 365 services
and Teams.
Evaluate your environment by performing environmental discovery by using a sample questionnaire to confirm
your organization’s readiness to undertake a successful upgrade journey to Teams.
Prepare your network through planning, preparation, and taking any necessary remediation steps for your
network to support Teams workloads.
Prepare your service for rollout by using onboarding checklists to ensure that your Teams configuration is ready
to support migrating your users from Skype for Business to Teams.
stages:
Prepare your IT staff for Microsoft Teams

Your Office 365 tenant admins, technical leads, and support desk are accountable for driving a high-quality user
experience. This includes ensuring that your network is ready to support Teams, configuring Teams for your users,
and being able to effectively troubleshoot and resolve issues that might arise.
Share the following resources with your IT staff members, and confirm that they’re ready to support users before
you begin your upgrade to Teams:
Admin training for Microsoft Teams
Troubleshoot connectivity issues with the Microsoft Teams client
Use log files in troubleshooting Microsoft Teams
Have you involved all support staff who are likely to be

Decision points involved in deploying and supporting Teams?
Have you developed a training plan for onboarding
additional staff as your upgrade progresses?
Verify that IT staff has the information they need.

Next steps Revisit your training and preparation plans as new
features are released.
After you’ve prepared your IT staff for Teams, verify that your environment meets all prerequisites.
stages:
Prerequisites and environmental dependencies for Teams

Teams combines multiple Office 365 services, and is therefore dependent on the correct implementation and
operation of these services. These services include—but aren’t limited to—SharePoint Online, Exchange Online,
and OneDrive for Business.
Although not all services are required, we highly recommend that you implement all of them. If you choose not to
implement certain services, it will affect the functionality that Teams can offer your organization. For example,
though you don’t have to implement SharePoint Online, Teams does rely on SharePoint Online for certain
functionality such as file sharing in group conversations, so not implementing this service will reduce the
functionality offered through the client.
See the following articles to learn about prerequisites and how Teams interacts with other technologies:
If your organization hasn’t deployed any Office 365 workloads, see Getting Started with Office 365 for
business.
If your organization hasn’t added or configured a verified domain for Office 365, see Verify your Office 365
domain.
If your organization hasn’t synchronized identities to Azure Active Directory, see Identity models and
authentication in Microsoft Teams.
If your organization doesn¹t have Exchange Online, see Understand how Exchange and Microsoft Teams
interact.
If your organization doesn’t have SharePoint Online, see Understand how SharePoint Online and
OneDrive for Business interact with Microsoft Teams.
Learn how Office 365 groups and Microsoft Teams interact.
If your organization is an educational institution and you use a Student Information System, deploy School
Data Sync before deploying Microsoft Teams.
After you’ve verified that your environment meets all applicable prerequisites, evaluate your current environment
for Teams.
stages:
Evaluate your environment before upgrading to Teams

This article gives an overview of the requirements for properly evaluating your current environment for operating
Teams. By evaluating your environment, you identify risks and requirements that will influence your overall
deployment. By identifying these items beforehand, you can adjust your planning to drive success.
Introduction to the Discovery Questionnaire

To achieve your objective key results (OKRs), you previously made key service decisions. The next step is to
perform environmental discovery to evaluate all aspects relating to your IT infrastructure, networking, and
operations to confirm that your organization is ready to implement the solution. Discovery is one of the very first,
key steps that you take when planning for your journey to Teams. Environmental discovery must include a
network readiness assessment to ensure your network can support upgrading to Teams. You perform a detailed
discovery of your environment to better understand its current state and to reveal any difficulties or—even more
important—possible blockers to the execution of your Teams rollout.
You identify technical risks as part of an environmental assessment and adoption readiness evaluation, and
develop a mitigation plan for each identified risk. You should incorporate this information in the risk register.
All matters related to your existing collaboration infrastructure and Office 365 tenant, networking, endpoints,
operations, and adoption and readiness are included as part of the environmental discovery questionnaire. The
questionnaire is divided into multiple sections to confirm your organization’s readiness for your Teams
deployment in several major areas. Work with your project team to provide the requested information with as
much detail as possible to facilitate your planning activities.
TIP
You can start by copying the questionnaire into a Microsoft Word document. Try to answer all questions and capture all
details as you move through.
Project team
Ensure that you’ve engaged the right people for your project team. Verify the steps you completed in Enlist your
project stakekholders.
Office 365 tenant details

We highly recommend that you have an active Office 365 tenant as you work with this questionnaire. If you
haven’t activated or configured an Office 365 tenant yet, see Plan your setup of Office 365 for business.
Use the following table to capture information about the Office 365 tenant.
QUESTION ANSWER COMMENTS
Note the production Office 365 Tenant Name:

tenant Tenant ID:
name and ID in the Answer column
If you have more than one tenant
associated with your organization,
note all the IDs.
In what regions are the tenants

deployed?
Are these tenants Office 365 Multitenant

Multitenant or Dedicated
Dedicated?
Which Microsoft Online products are Microsoft Teams

in use today? Skype for Business
Note the number of users enabled for Online
each Exchange Online
service in the Comments column. SharePoint Online
OneDrive for Business
Yammer
Other
What license level is enabled for Skype E1/G1 The number of users
for E2/G2 for each SKU:
Business Online users? E3/G3
E4/G4 E5
Standalone
What is the current Active Directory Windows Server 2000

forest Windows Server 2003
functional level in the environment? Windows Server 2008
If there’s more than one forest, note Windows Server 2008 R2
the details Windows Server 2012
in the Comments column. Windows Server 2012 R2
Windows Server 2016
What are you using for directory No sync (cloud only)

synchronization today? Azure Active Directory
Connect
Other (Specify in the
Comments column.)
Is federated identity currently Yes

deployed? No
(Active Directory Federation Services
or
third-party)
If you’re using federated identity, what Windows 2008 R2 AD FS

is the Windows 2012 AD FS
federation infrastructure? Windows 2012 R2 AD FS
Windows 2016 AD FS
Third-party federation
gateway
(Note the details in the
Comments column.)
If you currently maintain an active N/A – No Office 365

Office 365 tenant in place
tenant, is the SMTP/SIP domain of No, users’ SMTP/SIP
your domain isn’t associated
targeted users associated with the with any tenants in
tenant? Office 365
Yes, users’ SMTP/SIP
domain is associated
with an existing tenant
in Office 365
Do user UPNs match their primary Yes

SMTP address? No
Inconsistently
Existing collaboration platform summary

Use the following table to capture information about your existing collaboration platform deployment.
Is Microsoft Teams deployed? Yes

No
Is Skype for Business deployed? Yes, Office 365

For on-premises and hybrid Yes, hybrid (with Office 365)
deployments, make sure Yes, on-premises
you note the version and cumulative Yes, online, dedicated
update (CU) (Microsoft)
details in the Comments column. Yes, hosted, dedicated
(third party)
Yes, hosted, shared (third party)
No, other
Is Exchange deployed? Yes, Office 365

you note the version and CU details in Yes, online, dedicated
the Comments (Microsoft)
column. Yes, hosted, dedicated
(third party)
Yes, hosted, shared
(third party)
No, other
Is SharePoint deployed? Yes, Office 365

you note the version and CU details in Yes, online, dedicated
the Comments (Microsoft)
column. Yes, hosted, dedicated
(third party)
Yes, hosted, shared
(third party)
No, other
Is Office 365 OneDrive for Business Yes

deployed? No
Do you have any other third-party Cisco WebEx Number of users:

platforms deployed Slack Details:
and in use today? If so, note the Other (Specify in the Comments
number of users of column.)
these platforms and the usage details
in the Comments
column.
Are you planning to move users from Yes

these third-party No
platforms to Teams?
What is the current telephony and

conferencing solution
of the users who are in scope for this
initiative?
Do you have SBCs that support Direct Yes

Routing deployed for your offices that No
are in scope for this initiative?
If Yes, note the details in the
Comments column.
Collaboration platform deployment details

Microsoft Teams (if applicable )
If applicable, capture the details of your Teams deployment by using the sample table below. If you haven’t
deployed Teams, skip this section.
What types of users are enabled for All users in the organization
Teams? Specific users/user groups
(Specify in the Comments column)
Which Teams features and modalities Channel-based conversations

are in use? Private chat
Guest access
Channel meetings
Private meetings
Private calling
Ad-hoc channel meetup
Videos in meetings
Screen sharing in meetings
Audio conferencing
Applications (apps)
Tabs
Bots
Connectors
Custom cloud storage integration
(Box, Dropbox, ShareFile, Google
Drive)
Channel email integration
Other (Specify in the Comments
column.)
What applications have you deployed

to Teams?
Have you specifically blocked any Yes

Teams capabilities? No
Comments column.
Which Teams clients are in use? Web

Windows
Mac
iOS
Android
Windows Mobile
Who has permissions to create teams? Everyone in the organization

(This is the default setting)
Specific people
(Specify in the Comments column.)
Are you using security and compliance Yes

features in Teams? No
Skype for Business Online (if applicable )

If applicable, capture the details of your Skype for Business Online deployment by using the sample table below. If
you haven’t deployed Skype for Business Online deployment, skip this section.
What types of users are enabled for All users in the organization
Skype Specific users/user groups
for Business Online? (Specify in the Comments column)
What modalities and features are Instant Messaging and Presence

currently (IM/P)
in use today? Meetings
Federation
Meeting Recording
Third-party audio conferencing
(Note the details in the Comments
column.)
Calling Plans (formerly PSTN calling)
Organizational Auto Attendants
Call Queues
Have you specifically blocked any Yes

Skype for No
Business Online capabilities?
Comments column.
What method are you using or plan Calling Plans (formerly PSTN calling)
to use to On-premises PSTN connectivity
connect Phone System (formerly (leveraging existing
Cloud PBX) to Skype for Business 2015 or Lync
the PSTN? Server 2013
Select all that apply. deployment)
On-premises PSTN connectivity
(using Cloud Connector)
Have you ported any phone numbers Yes

to Microsoft? No
This is applicable to Calling Plans and
Audio
Conferencing features.
Skype for Business on-premises (if applicable )

If applicable, capture the details of your Skype for Business deployment by using the sample table below. If you
haven’t deployed Skype for Business on-premises, skip this section.
What versions of Lync or Skype for Office Communications Server

Business currently 2007 “R1”
are deployed on-premises? Office Communications Server
2007 R2
Lync Server 2010
Lync Server 2013
Skype for Business Server 2015
Skype for Business Cloud
Connector Edition
Is hybrid with Skype for Business Yes

Online configured? No
Is this environment hosted and Yes

managed by a third party? No
Comments column.
What modalities and features are Instant Messaging and Presence

currently in use (IM/P)
today? Meetings
Federation
Meeting Recording
Persistent Chat / Group Chat
(formerly Dial in Conferencing) on
your
on-premises Lync Server or
Skype for Business deployment
Third-party audio conferencing
column)
Enterprise Voice using on-premises
PSTN
connectivity
Calling Plans (formerly PSTN calling)
via
Hybrid with Skype for Business
Online
Which version(s) of Edge Server do Office Communications Server

you have deployed? 2007 “R1”
Office Communications Server
2007 R2
Lync Server 2010
Lync Server 2013
Do you have Lync or Skype for Yes

Business Edge deployed No
into more than one datacenter?
Comments column.
Select services that your Edge role External user access (corporate
provides today. users)
Remote user access (anonymous
external
meeting participants)
Federation
Media relay
Which of the following voice calling Busy options

features do you Call park
currently have dependencies on? Call pickup or group call pickup
Note any additional dependencies in Common area phones, or “hot
the Comments desking”
column. Response groups or hunt groups
Shared line appearance
Private line
Voicemail
Call via work
Emergency or information numbers
(911, 811, 411)
Extension dialing
Auto Attendant
Subscriber access
Analog devices
Fax
Caller ID masking or altering
Location-based routing
Least-cost routing
Elevator phones
Networking and access to Office 365 services

Use the following table to capture your organization’s networking details and how your users are (or will be)
connected to Office 365 services.
How do (or how will) the users in Routed NAT connection

scope for migration Proxy server
access Teams when they’re in the Public Wi-Fi
office? Managed (not public) Wi-Fi
Select all that apply. ExpressRoute (Microsoft peering)
If access to Office 365 is through a Yes

proxy server, is there No
any way to bypass the proxy?
Is ExpressRoute being used today? Yes

No
No, but it’s being planned
Have you performed a Network Yes

Readiness Assessment? No
Are users required to use a VPN when Yes

connecting to No
corporate resources remotely?
If a VPN is used, can Teams traffic be Yes

excluded from No
the VPN to access Office 365 Services
directly?
Does your network support QoS? Yes

No
Can you prioritize Teams audio and Yes

video traffic No
to drive a high-quality experience?
Do all locations within a region have Regional access to the internet

internet egress, Centralized access to the internet
or is internet egress centralized for the
entire region?
Endpoints
Use the following table to capture the details of the clients and endpoints in use.
What desktop OS are the users using? Windows XP

Windows 7
Windows 8
Windows 10
Mac (Specify the version in the
Comments column.)
Other (Note the details in the
Comments column.)
What version of Microsoft Office is Office 2003

deployed Office 2007
to these devices? Office 2010
Office 2013
Office 2016
Office for Mac 2011
Office for Mac 2016
Comments column.)
Which Office deployment technology MSI

is in use Click-to-Run
in your organization?
What are the allowed and supported Windows

mobile Mobile
platforms in use? iOS
Select all that apply. Android
Comments column.)
How are mobile devices provided? Corporate devices

Select all that apply. Bring your own device
What devices do users currently use

to access
voice and conferencing services
(handsets, headsets, phones, video)?
Operations
Use the following table to capture the details of the operational aspects of your environment.
What is your operations model for

your Lync Server,
Skype for Business Server, or Office
365 deployment
today?
Can you outline the current support

arrangement for
Lync Server, Skype for Business Server,
or Office 365?
If you’re deploying to multiple Regional operations and support

countries or regions, Centralized operations and support
does each country/region have its
own IT/telephony
staff to work with, or will this be
managed centrally?
Are you following the Call Quality Yes

Methodology? No
Have you assigned an individual or Yes

team to the No
Quality Champion role for the
collaboration platform
in use?
How do you monitor your Lync

Server, Skype for
Business Server, or Office 365
deployment?
Do you experience call quality issues? Yes

No
How and when do you provide

training to your
helpdesk on new services and
capabilities?
Adoption and readiness

Use the following table and capture the current adoption and readiness state of your organization.
What is your current active usage of __ % total active users versus enabled
Skype for Business? users
How is your organization using 1:1 conversations

Skype for Business? IM
Calling
Sharing
Meetings
Conferencing
Sharing
Calling
Does your organization have a User Yes

Adoption No
and Change Management team?
How do you currently measure

success for technology
rollouts like Skype for Business?
What percentage of your user base

would you say has
adopted Skype for Business?
What is user sentiment around Skype Good

for Business? Neutral
Bad
Which of the following best describes Broad reach: Email campaign with
the rollout links to training
strategy used for your Skype for Expanded: Broad reach plus a
Business variety
deployment? of awareness campaigns (posters,
events, champions) and training
(videos, user guides, in-person)
Tailored: Expanded, plus targeted
messaging and training by persona
Other
column.)
Who will be responsible for completing an

Decision point environment assessment?
Document the results of the environment assessment.

Next step
After you evaluate your environment, proceed to the next step: Prepare your network.
stages:
TIP
Watch the following session to learn how to Teams leverages your network and how to best plan for optimal network
connectivity: Teams Network Planning
Prepare your network for upgrading to Teams

If you’re deploying audio, video, or meetings, you can take some additional steps to optimize your network for
that functionality. Teams uses audio and video technology (codecs) that can adapt to—and therefore perform
better under—most network conditions. To ensure optimal and consistent performance, you should prepare your
network for Teams.
Why should you prepare your network?

Before we look at the steps to be taken, it’s important to understand what can affect the performance of Teams
and thereby user happiness and satisfaction. Three major risk areas can affect how users perceive network quality:
Insufficient bandwidth available
Firewall and proxy blockers
Network impairments such as jitter and packet loss
The steps described below will help you determine whether your deployment might be affected by any of these
factors and will help you move toward a resolution. Failing to prepare your network will likely lead to dissatisfied
users and costly, ad-hoc fixes. By preparing your network—and your organization—for Teams, you can
dramatically increase your chance of success.
Bandwidth planning
Microsoft Teams gives you the best audio, video and content sharing experience regardless of your network
conditions. With variable codecs, media can be negotiated in limited bandwidth environments with minimal
impact. But where bandwidth is not a concern, experiences can be optimized for quality, including up to 1080p
video resolution, up to 30fps for video and 15fps for content, and high-fidelity audio.
This article describes a concise version of how bandwidth is utilized by Teams real time audio, video, and desktop
sharing modalities in various use cases. Teams is always conservative on bandwidth utilization and can deliver HD
video quality in under 1.2Mbps. The actual bandwidth consumption in each audio/video call or meeting will vary
based on several factors, such as video layout, video resolution, and video frames per second. When more
bandwidth is available, quality and usage will increase to deliver the best experience.
BANDWIDTH(UP/DOWN) SCENARIOS
30 kbps Peer-to-peer audio calling
130 kbps Peer-to-peer audio calling and screen sharing
500 kbps Peer-to-peer quality video calling 360p at 30fps
1.2 Mbps Peer-to-peer HD quality video calling with resolution of HD

720p at 30fps

1080p at 30fps
500kbps/1Mbps Group Video calling
1Mbps/2Mbps HD Group video calling (540p videos on 1080p screen)
Local internet egress

Many networks were designed to use a hub and spoke topology. In this topology, internet traffic typically traverses
the WAN to a central datacenter before it emerges (egresses) to the internet. Often, this is done to centralize
network security devices with the goal of reducing overall cost.
Back-hauling traffic across the WAN increases latency and has a negative impact on quality and the user
experience. Because Microsoft Teams runs on Microsoft’s large global network, there’s often a network peering
location close to the user. A user will most likely get better performance by egressing out of a local internet point
close to their location and on to our voice-optimized network as soon as possible. For some workloads, DNS
requests are used to send traffic to the nearest front-end server. In such cases, it’s important that when using a
local egress point, it’s paired with local DNS resolution.
Optimizing the network path to Microsoft’s global network will improve performance and ultimately provide the
best experience for users. For more detail, see the blog post Getting the best connectivity and performance in
Office 365.
To get an optimal experience using real-time media within Microsoft Teams, you must meet the networking
requirements for Office 365. For more information, see Media Quality and Network Connectivity Performance for
The two defining network segments (Client to Microsoft Edge and Customer Edge to Microsoft Edge) must meet
the following requirements:
VALUE CLIENT TO MICROSOFT EDGE CUSTOMER EDGE TO MICROSOFT EDGE
Latency (one way) < 50 ms < 30 ms
Latency (round-trip time, or RTT) < 100 ms < 60 ms
Burst packet loss <10% during any 200-ms interval <1% during any 200-ms interval
Packet loss <1% during any 15-sec interval <0.1% during any 15-sec interval
Packet inter-arrival jitter <30 ms during any 15-sec interval <15 ms during any 15-sec interval
Packet reorder <0.05% out-of-order packets <0.01% out-of-order packets
To test both network segments, you can use the Network Assessment Tool. This tool can be deployed on both the
client PC directly and on a PC connected to the Customer Network Edge. The tool includes limited
documentation, but a deeper documentation around the usage of the tool can be found here: Network Readiness
Assessment. By running this Network Readiness Assessment, you can validate your network’s readiness to run
real-time media applications, such as Microsoft Teams.
NOTE
This is the same Network Readiness Assessment that we recommend be run by customers who are looking to successfully
deploy Skype for Business.
VPN
VPNs provide a valuable service to many organizations. Unfortunately, they’re typically not designed or
configured to support real-time media. Some VPNs might also not support UDP. VPNs also introduce an extra
layer of encryption on top of media traffic that’s already encrypted. In addition, connectivity to the Teams service
might not be efficient due to hair-pinning traffic through a VPN device. Furthermore, they aren’t necessarily
designed from a capacity perspective to accommodate the anticipated loads that Teams will require.
The recommendation is to provide an alternate path that bypasses the VPN for Teams traffic. This is commonly
known as split-tunnel VPN. Split tunneling means that traffic for Office 365 won’t traverse the VPN but will go
directly to Office 365. This change will have a positive impact on quality, but also provides the secondary benefit
of reducing load from the VPN devices and the organization’s network.
To implement a split-tunnel, consult with your VPN vendor for the configuration details.
Wi-Fi
Like VPN, Wi-Fi networks aren’t necessarily designed or configured to support real-time media. Planning for, or
optimizing, a Wi-Fi network to support Teams is an important consideration for a high-quality deployment.
There are several factors that come into play for optimizing a Wi-Fi network:
Implementing QoS or Wi-Fi Multimedia (WMM ) to ensure that media traffic is getting prioritized
accordingly over the Wi-Fi networks.
Planning and optimizing the Wi-Fi bands and access point placement. The 2.4 GHz range might provide an
adequate experience depending on access point placement, but access points are often affected by other
consumer devices that operate in that range. The 5 GHz range is better suited to real-time media due to
their dense range but requires more access points to get sufficient coverage. Endpoints also need to
support that range and be configured to leverage those bands accordingly.
If dual-band Wi-Fi networks are deployed, consider implementing band steering. Band steering is a
technique implemented by Wi-Fi vendors to influence dual-band clients to use the 5 GHz range.
When access points of the same channel are too close together they can cause signal overlap and
unintentionally compete, resulting in a bad experience for the user. Ensure that access points that are next
to each other are on channels that don’t overlap.
Each wireless vendor has its own recommendations for deploying its wireless solution. We recommend that you
consult your vendor for specific guidance.
Firewall and proxy requirements

Microsoft Teams connects to Microsoft Online Services and needs internet connectivity for this. For Teams to
function correctly, you must open TCP ports 80 and 443 from the clients to the internet, and UDP ports 3478
through 3481 from the clients to the internet. The TCP ports are used to connect to web-based content such as
SharePoint Online, Exchange Online, and the Teams Chat services. Plug-ins and connectors also connect over
these TCP ports. The four UDP ports are used for media such as audio and video, to ensure they flow correctly.
Opening these ports is essential for a reliable Teams deployment. Blocking these ports is unsupported and will
affect media quality.
If your organization requires that you specify the exact IP address ranges and domains to which these ports
should be opened, you can restrict the target IP ranges and domains for these ports. For a list of exact ports,
protocols, and IP ranges, see Office 365 URLs and IP address ranges. If you choose to restrict the target IP
address ranges and domains, you must ensure that you keep the list of ports and ranges up to date because they
might change. You can subscribe to this RSS feed to be updated when changes occur. It’s also a good practice to
test whether all ports are opened by running the Skype for Business Network Assessment Tool on a regular basis.
You can find out more about the functionality of this tool in the next section.
In the event of a proxy server being deployed, we recommend that you bypass the proxy server for all Teams
services. Although using a proxy might work, it’s very likely that quality will be reduced due to media’s being
forced to use TCP instead of UDP. For more information about proxy servers and bypassing, see Office 365 URLs
Additional network considerations

External name resolution
Ensure that all the client computers running the Teams client can resolve external DNS queries to discover the
services provided by Office 365.
NAT pool size
When multiple users and devices access Office 365 by using Network Address Translation (NAT) or Port Address
Translation (PAT), you need to ensure that the devices hidden behind each publicly routable IP address don’t
exceed the supported number.
To mitigate this risk, ensure adequate public IP addresses are assigned to the NAT pools to prevent port
exhaustion. Port exhaustion will cause internal end users and devices to face issues when connecting to the Office
365 services. For more information, see NAT support with Office 365.
Intrusion detection and prevention guidance
If your environment has an intrusion detection system and/or intrusion prevention system deployed for an extra
layer of security for outbound connections, ensure that any traffic that has Office 365 URLs as its destination is
whitelisted.
Test the network

After you’ve completed your planning and network preparation—including upgrading bandwidth and opening
ports in the firewall—you should test your network’s performance. The results of this testing will paint a clearer
picture of any network optimization or remediation required for the success of your Teams implementation.
You can download the Skype for Business Network Assessment Tool to test whether your network is ready for
Teams. The tool offers dual functionality: it can test whether all the correct ports have been opened, and it can test
for network impairments.
After you download and install the tool, you can find it in C:\Program Files (x86)\Microsoft Skype for Business
Network Assessment Tool. A detailed guide for how to use the tool, Usage.docx, is included in that directory.
Test for opened ports
Open a Command prompt window and navigate to the Network Assessment Tool directory by entering cd
C:\Program Files (x86)\Microsoft Skype for Business Network Assessment Tool. At the command prompt,
start the test for opened ports by entering networkassessmenttool.exe /connectivitycheck
After running the checks, the tool will either display the message “Verifications Completed Successfully” or report
on the ports that were blocked. It also generates a file named Connectivity_results.txt, which contains the output
from the tool and stores it in the %userprofile%\appdata\local\microsoft skype for business network assessment
tool\ directory.
We recommend that you run the connectivity checks on a regular basis to ensure the ports have been opened and
are functioning correctly.
Test for network impairments
To increase user satisfaction, you should limit any impairments on your network. The most common network
impairments are delay (latency), packet loss, and jitter:
Latency: This is the time it takes to get an IP packet from point A to point B on the network. This network
propagation delay is essentially tied to physical distance between the two points and the speed of light,
including additional overhead taken by the various routers in between. Latency is measured as one-way or
round-trip time.
Packet loss: This is often defined as a percentage of packets that are lost in a given window of time. Packet
loss directly affects audio quality—from small, individual lost packets having almost no impact to back-to-
back burst losses that cause audio to cut out completely.
Inter-packet arrival jitter, or simply jitter: This is the average change in delay between successive
packets. Most modern VoIP software, including Skype for Business, can adapt to some levels of jitter
through buffering. It's only when the jitter exceeds the buffering that a participant will notice the effects of
jitter.
The maximum values for these impairments are described in Media quality and network connectivity
performance. When testing for these impairments, we distinguish between two separate segments:
The edge segment is the segment in which your router lives. This is the closest logical network segment
connected to the internet at each of your locations. In most cases, this is the connection point of the router,
or possibly a perimeter network (also known as DMZ, demilitarized zone, and screened subnet). No further
traffic that affects devices other than the router should occur between this segment and the internet.
The client segment is the logical network segment in which your clients reside.
You should test both segments by using the Network Assessment Tool. To test the segment, navigate to the
directory and enter networkassessmenttool.exe at the command prompt. The results are written to a file named
Results.tsv, and you can compare them to the requirements for each segment.
Note that both segments must meet the requirements for a high-quality deployment. We recommend that you
run the tool multiple times for one hour straight to get a good indication of your network’s performance.
Network remediation
If the results of bandwidth planning, port testing, or network requirements testing show that your current network
needs remediation before you deploy Teams, you can accomplish this in several ways:
For insufficient bandwidth, upgrade connections so that traffic to Office 365 can flow unhindered.
For blocked ports, change firewall rules and retest the ports.
For network impairments, always perform a root-cause analysis.
Quality of service (QoS ) can be used to battle impairments by prioritizing and separating traffic. Some
organizations choose to deploy QoS to overcome bandwidth issues or restrict the amount of traffic flowing. This
won’t improve quality and will lead to new problems. A root-cause analysis should always be performed when
network impairments exceed requirements. QoS can be a solution. For more information, see Quality of Service in
Microsoft Teams.
NOTE
Many networks evolve over time due to upgrades, expansion, or other business requirements. Ensure that you have
operational processes in place to maintain these areas as part of your service management planning.
Who will be responsible for completing proper

Decision point network assessments across all network segments and
organization locations?
You can perform a detailed network assessment to

Next steps help ensure your network is ready for your Microsoft
Teams deployment.
Perform network remediation based on the results of
the network readiness assessment for every network
segment.
Key takeaways
These are the main takeaways from this guidance. You must:
Open TCP ports 80 and 443 outgoing from clients that will use Teams.
Open UDP ports 3478 through 3481 outgoing from clients that will use Teams.
Ensure that you have sufficient bandwidth for deploying Teams.
Run the Network Assessment Tool and ensure that you meet the requirements described in Media quality
and network connectivity performance from both the edge segment and the client segment.
Related Topics
Video: Network Planning
stages:
Prepare your service for upgrading to Teams

This article gives an overview of the requirements for preparing your organization for collaboration and cloud
voice services with Teams. By preparing properly, you can be sure you’re ready to provide these capabilities to
your organization.
Onboarding checklists for Microsoft Teams rollout

The following checklists walk you through the steps for deploying Microsoft Teams in your organization:
Prepare Office 365 for Teams
Configure Teams core capabilities
Configure networking
Configure cloud voice workloads in Teams
Configure Direct Routing in Teams
The tasks and activities in these checklists are the core “to-do” items that apply to every deployment of
collaboration and voice capabilities with Teams. You can customize the checklists to include the activities and tasks
that are specific to your own Teams journey.
Use the provided checklists to track the status of each individual activity and task, and to be sure you haven’t
skipped any critical steps. Each activity includes a detailed description of required actions and references to
additional information that you can use to complete that activity.
Although we recommend that you follow the checklists in order, the exact sequence will depend on the scope of
your deployment and the configuration and complexity of your environment. They’re organized to support either a
“greenfield” Teams deployment (one with no previous Skype for Business Online presence) or upgrading from
Skype for Business Online to Teams. If you’re upgrading from Skype for Business Online, you might have already
completed some of these activities and can ignore them now.
When you’re onboarding users on a per-site basis, we highly recommended that you use the Site Enablement
Playbook for Voice (Playbook) as a supplementary guide to these checklists.
NOTE
Most of the configuration settings are common between Teams and Skype for Business Online. You use the Microsoft Teams
admin center to configure those settings.
Who will be responsible for overseeing the completion

Decision point of the onboarding checklists?
Download the onboarding checklists.

Next steps Work through the onboarding checklist items step-by-
step in accordance with your organization’s
deployment plan.
Continue onboarding
After you complete this checklist, proceed to the next step: Conduct a user pilot
This article is part of the User Readiness stage of your upgrade journey, an activity you complete in parallel with
the Technical Readiness stage. Before proceeding, confirm that you’ve completed these activities from previous
stages:
Prepare your organization

To realize maximum value from Teams, users must actually use it, but getting users to change the way they work
isn’t always easy. Taking time to understand your users and design the right readiness plan can help facilitate
change and accelerate adoption of Teams. These activities should be completed in parallel with your technical
readiness preparation:
Assessing organizational change readiness: This includes understanding who your users are, how they’ll use the
new technology, and how readily they adapt to change. This is also an opportunity to identify specific user
profiles who would benefit from focused onboarding.
Preparing a user readiness plan: Consisting of awareness, training, and support activities, your readiness plan
should address both your broad user base and targeted profiles, as identified in the assessing change readiness
article.
TIP
Download the Upgrade Success Kit for template user readiness materials, such as communications and user surveys, in
addition to a sample upgrade project plan and pilot test plan.
stages:
Assess organizational change readiness

After you’ve secured your project team and defined your vision, scope, and goals, the next step on your upgrade
journey is to ensure that your organization and users are ready for Teams—an activity that you complete in parallel
with ensuring your technical readiness. To realize value from Teams, users must actually use it. Simply enabling
Teams doesn’t guarantee that you achieve your goal. Users have different use cases and varying learning styles,
and they adapt to new technology at different speeds. The good news is that managing change isn’t all that
complicated, but it does take a focused effort. The guided discussions below are designed to help you understand
your user base so that you can prepare the right level of education to facilitate and accelerate user adoption. There
are two ways you should look at your user base:
Organizational change readiness: Understanding how quickly (or not) users typically react to change. This
information will help inform the amount of awareness, training, and value-selling you might need to do to drive
user adoption.
Teamwork scenarios: Understanding how users work will enable you to map Teams to their work activities,
accelerating adoption and facilitating the shift away from Skype for Business.
NOTE
You can adapt the assessment activities given below to any change initiative in your organization. Simply address the
questions based on the scope of your project. In the following discussions, “new solution” can apply to audio calling, audio
conferencing, or your upgrade from Skype for Business to Teams.
What is the culture of your organization when it comes

Decision points to change?
How can the new technology optimize the way users
work?
Which users are likely to require special attention to
get them to change the way they work?
Use the following guidance and associated activities to
Next steps capture your organization’s user readiness profile.
Organizational change readiness

By assessing your organization’s readiness, you can determine how receptive (or not) your users are likely to be to
changing the way they work and adopting new technology. Understanding how users react to change empowers
your organization to proactively address concerns, adjust your rollout plan to get optimal buy-in, and identify users
who can actually help you facilitate the change with their peers.
Activity
Use the following conversation starters to conduct an organizational readiness assessment and document the
culture of your organization when it comes to change. This information can help inform how much awareness and
training you might need to implement for your project. Don’t worry about exact numbers. This exercise represents
a general understanding of your organizational culture. If you need help getting started, simply evaluate a past
rollout; this can help you anticipate how users might react to change and help you proactively address the
reactions you expect.
What percentage of users fall into each bucket?
EARLY ADOPTERS INFORMED USERS LAGGARDS
These users request the solution before These users accept the solution as soon These users reject the solution, even
it’s available. as its value is demonstrated. when pushed into change.
TIP
Enlist your early adopters for your pilot testing in addition to serving as peer champions. Champions help evangelize new
technology and lead by example to show their peers how to realize value. To learn more about creating a formal champions
program, see the Office adoption guide. Your laggards might need more convincing before they adopt a new technology. If
more than 20 percent of your organization falls into this bucket, spend more time communicating the value messaging and
delivering tailored training. In addition, support them through the change by opening a feedback loop to better understand
and address their hesitations.
What percentage of users fall into each competency?
SELF-MOTIVATED TEAM PLAYERS HAND-HOLDING SEEKERS
These learners seek out resources, learn These users enjoy group and interactive These users expect “white glove” or
by doing. training; they’ll go along with one-on-one assistance.
coworkers.
TIP
Not everyone learns the same way. For those who are self-motivated, point to Microsoft’s online videos and training articles.
If 20 percent or more are team players, enlist your training team or a partner to deliver live, interactive training (in person or
online). Typically, you’ll find executives or targeted roles in the hand-holding category. This is a critical group who would
benefit from personalized, short training sessions. Enlist your champions to help deliver training to these users, for an
optimal experience.
Assessing teamwork scenarios

Microsoft Teams expands the capabilities of Skype for Business, offering a comprehensive communication and
collaboration solution. As you design your plan for upgrading users from Skype for Business to Teams, consider
how you can use the power of teamwork collaboration to both excite users and facilitate their transition from
Skype for Business to Teams.
At its core, teamwork is how people work together to get things done. It’s about aligning the right people with the
relevant tools in a way that works for them. Teams brings people, conversations, files, and projects together into
one workspace, creating a true hub for teamwork in your organization.
Understanding how user work and how they come together can help users visualize how they can use Teams,
facilitating the shift away from Skype for Business. There are two core ways to think about teamwork scenarios:
people-centric and project-centric.
Project-centric teamwork centers on a specific project or initiative (for example, planning a product launch
event). From scope planning to budget management to marketing efforts, project-centric teamwork helps align
project workstreams, keeping everyone informed.
People-centric teamwork revolves around people with similar responsibilities or attributes who might work
on the same team (for example, the sales team, road warriors) or across teams (for example, peer champions).
From chatting with a colleague to get an answer to a question to participating in a team meeting, people-centric
activities include information sharing and rapport building.
To get the most out of Teams, build a teamwork strategy that includes both scenarios, helping users understand
how Teams can work for them.
What relatable teamwork scenarios will you employ to

Decision point help accelerate user adoption of Teams and facilitate
your upgrade from Skype for Business?
Use the samples below to help craft your own

Next steps teamwork scenarios. Document them in the Upgrade
Workbook.
For additional scenarios and examples, go to the
Productivity Library
Examples
Project-centric teamwork: Product launch event (for example: your organization is getting ready to launch a
new product to the market and is planning a broad promotional event to drive awareness, generate leads, and
encourage sales).
CONSIDERATION NOTES
Core attributes Cross-team stakeholders with various project

workstreams
Frequent targeted meetings
Lots of pieces/people coming together (budget,
schedules, presentations, registration, and so on)
CONSIDERATION NOTES
Teamwork challenges today Workstreams are working in silos with limited visibility
into overall project status or cross-team efforts:
Disconnected conversations and lack of “who’s
doing what”
Information tracked in various places with no
cross-team visibility
Lost productivity time when bringing a new member
on board or catching up from missing a meeting
Teamwork requirements Quick access to project schedule and task assignment

Open conversation channel to keep everyone in-the-
know
Central location for current presentation files and other
resources
Ability to bring new project team members up-to-
speed quickly
Way to encourage and support one another to keep
momentum
Teamwork in Teams Team/channels to organize project content and

threaded conversations
SharePoint for hosting PPT files1
Planner/Trello for assigning individual project tasks and
due dates1
Teams for online meetings
Teams mobile app for connecting on the go
1 Supporting app integration or alignment in Teams.

People-centric teamwork: Sales team (for example: your regionally-dispersed sales team needs to stay
connected from the road, remain aligned on the pipeline, and understand key offers and initiatives that can help
drive toward annual quota targets)
CONSIDERATION NOTES
Core attributes Work remotely (on the road, hotels, customer sites)
Relationship-focused – core external
Teamwork challenges today Repeated conversations with multiple field reps (chat,
calls, meetings, etc) – can’t get everyone together at
once
Missed opportunities to learn from sales “wins” – word
of mouth sharing only
Continually shuffling between applications:
Sales Pipeline in Excel
Trending in Power BI
Sales collateral in email
Customer demo resources on SharePoint
1:1 chats and point-in-time meetings
Sales community outreach in Yammer
CONSIDERATION NOTES
Teamwork requirements Quick access to sales collateral

Reach an expert quickly
Fast turn-around for questions and approvals
Sales meetings, pipeline reviews
Sales training resources
Customer database management
Teamwork in Teams Teams/channels by region or customer designed to

focus content and conversations
SharePoint for collateral/resources1
XLS/Power BI for pipeline and databases1
Teams for online meetings
Teams mobile app for connecting on the go
Teams app integration with CRM system1
Yammer for broad-reach SME insights and information
sharing*1
1 Supporting app integration or alignment in Teams.

Tips for identifying a "good fit" for your teamwork strategy
It could be easy to get carried away forming a teamwork strategy for every user, every team, and every project.
Not every project or team requires a fully defined teamwork strategy. Here are some best practices for getting
started:
Consider cross-team projects that are just starting out or are upcoming.
Event planning – coordination from multiple teams (budget, logistics, presentations, and so on)
Pilot new product - share information, gather feedback in a controlled environment
Identify user personas and core work groups, connecting the various ways they interact with one another
into Teams
Sales teams/regions – road warriors, easy access resources, quick turn-around responses
HR – standardized processes across all divisions, consistent approach for hiring
Firstline workers – connection to their peers/management, access to procedures, NEO
Keep these considerations in mind:
Start small. Save bigger, more complex projects for after you’ve vetted the teamwork model.
Focus on new projects. Avoid changing an existing project that’s well underway as this may disrupt
workflow.
Consider timing. Rolling out a new teamwork strategy to sales at the end of your fiscal year may not be
ideal.
Iterate. No need to reinvent the wheel. When you find a teamwork structure that works, repeat it with
other workgroups and projects. Define a template team and set guidelines to help users quickly
assimilate into Teams and provide consistency.
Use the information you’ve gathered above to inform your user readiness plan.
stages:
Prepare a user readiness plan

An optimal user readiness plan incorporates how you’ll communicate with, train, and support your users as you
pilot, onboard, and upgrade to Teams. As you discovered in Assess organizational change readiness, readiness is
not one-size-fits-all. To ensure optimal receptiveness to the new technology, use a combination of broad-reach
messaging (incorporating the vision/value messaging and universal use cases) and messaging, training, and
support tailored to the personas and cohorts you’ve defined and also to your laggards, as appropriate. This
personalized plan will help facilitate user adoption by enabling users to more quickly relate to Teams, while
demonstrating that you understand their needs.
TIP
Download the Upgrade Success Kit for template user readiness materials, such as communications and user surveys, in
addition to a sample upgrade project plan and pilot test plan.
How can you create a readiness plan to facilitate and

Decision points accelerate user adoption of the new solution?
Do you have the right awareness, training, and
support resources that align with your users’ ability to
deal with change and the user personas you’ve
defined?
Use the list below to generate ideas for your readiness

Next step plan. Select the most relevant activities—or add your
own—to design a readiness plan optimized for your
organization. Remember to use a combination of
broad-reach (for your whole organization) and
targeted (for laggards or specific personas) campaigns
for maximum results.
WHAT COMMUNICATION CHANNELS WILL WHAT TRAINING CHANNELS WILL YOU WHAT SUPPORT CHANNELS WILL YOU USE?
YOU LEVERAGE? LEVERAGE?
Email Microsoft instructor-led training In-house helpdesk

Tip: Use our sample pilot, Microsoft-published online Outsourced support desk
coexistence, and upgrade emails articles and videos Self-service (intranet site)
to customize your email Resources: Online help and how-to
campaign. Switch to Teams from Floor-walkers and champions
Posters and digital signage Skype for Business Feedback loop (surveys, ratings)
Launch events Teams Video Training
Department managers In-product assistance (Help)
Champions In-house training team
Teams/channels Partner training team
Gamification
After you’ve created your user readiness plan and associated resources, and your technical readiness is in place,
proceed to pilot Teams in your organization.
This article is part of the Deployment and Implementation stage of your upgrade journey. Before proceeding,
confirm that you’ve completed the following activities:
Prepared your environment
Prepared your organization
Overview
The steps you take to perform your upgrade to Teams depends on your current deployment of Skype for Business:
1. Before beginning your upgrade, be sure you conduct a user pilot.
2. Next, based on your current environment, choose your starting point:
If you are upgrading from Skype for Business Online to Teams, follow the steps in Upgrade
from Skype for Business Online to Teams.
If you are upgrading from a Skype for Business on-premises environment, you'll need to
perform some extra steps to set up connectivity between your on-premises and online environments
before you move your users to Teams. For more information, see Upgrade Skype for Business on-
premises to Teams.
IMPORTANT
Having the option to upgrade doesn’t necessarily mean your organization is ready for this change. For the best user
experience, confirm that Teams meets your collaboration and communication requirements, make sure that your network is
ready to support Teams, and implement your user readiness plan before upgrading users to Teams.
This article is part of Deployment and Implementation stage of your upgrade journey, and shares insights for
running an effective pilot. Before proceeding, confirm that you’ve completed the following activities:
Conduct a user pilot

By deploying new technologies, your organization can realize business value such as cost savings, security
compliance, employee satisfaction, and operational efficiencies, but it can also affect your users’ productivity and
organizational infrastructure (your network). Before enabling new technology across your organization, conduct a
formal user pilot. Just like you’d paint a small patch of color on a wall before painting the whole room, you’d test a
broad rollout on a smaller scale by conducting a pilot to validate technical and user readiness, identify and
mitigate issues, and help ensure a successful organization-wide implementation.
To achieve the most realistic results, the pilot should involve actual users, mimic how they communicate and
collaborate, and verify both technical and user experiences. Whether your organization is considering running
Skype for Business and Teams side by side, upgrading to Teams in the future, or deploying new functionality such
a calling or conferencing, a pilot can help identify the right path forward for your organization. Sometimes
considered Phase 1 of a rollout, the ideal pilot leverages the preparation you’ve already started and implements
your defined plan with a targeted group of users.
How will you use a pilot to inform project direction?

Decision point
Use the guidance below to design and execute your

Next step formal pilot.
TIP
Use the sample pilot resources to help design your communications, test plan, and feedback survey.
1. Outline pilot logistics

A successful pilot has defined start and end dates, and clearly defined goals for measuring success. These goals
should align with the scope of your broader project, as you documented when you defined your project scope, and
will be used to inform your path forward after your pilot is over. You should also ensure that you’ve included the
right stakeholders for the duration of the project. You’ll want to be sure to allow enough time to run the pilot and
assess its impact: we recommend a minimum of 30 days.
Start small, and add to your pilot as appropriate—whether by adding workloads or features, or additional users—
making time to assess results and adjust your pilot as you iterate. You might even opt to run subsequent pilots as
new Teams features are released per the roadmap.
2. Select your pilot participants and test scenarios

One of the most important tasks of pilot planning is thoughtful participant selection. Remember that Teams is
optimized for teamwork, so be sure to select pilot participants not solely based on roles or personas but also
based on their project and cross-team work. A great place to start is asking your stakeholders and department
managers for real projects that you can validate in Teams. An example of a role-based project might be to use
Teams with your sales organization to ensure that field reps can easily access the resources they need and share
insights with other field members. An example of project-based work might be coordinating a product launch
event with the marketing, training, public relations, and event planning teams. Whichever scenarios you select, the
pilot should extend to key people in IT, training, and your helpdesk, so you can thoroughly validate the solution
while fully optimizing project management resources.
TIP
When selecting your Teams pilot group participants, be sure to include top users of Skype for Business. Check with those
users to understand how they use Skype for Business today, then build out a test plan to verify that Teams can meet their
current needs.
3. Design your test plan and feedback survey

For a successful pilot experience, give your participants clearly defined tasks to complete along with a way for
them to share their feedback. Group tasks together to offer real-world scenarios to your users, demonstrating
relevancy to their daily activities. Let the use cases you defined in Assess organizational change readiness guide
your test plan.
Your organization might choose to pilot all functionality at once, or use a gradual approach—for example, pilot
collaboration first, then meetings, then chat and calling. Ensure that you have an open feedback channel to track
progress and measure outcomes. Use a predefined survey as an easy way to capture and assess pilot results; the
survey design should be based on the scenarios and features in your test plan.
4. Create your communications plan

It’s crucial to the success of your pilot that you educate pilot participants on what’s happening, when, and why, and
what’s expected of them. To drive excitement and maximum participation, be sure to include user value messaging
in addition to links to training and support where users can get additional information as they progress through
the pilot. Here are a few sample resources to get you started with your pilot communications plan:
Pilot resources, including email templates and sample feedback survey questions
Switch to Teams from Skype for Business, a quick-start guide designed to help Skype for Business users get
started with Teams
5. Conduct your pilot

With all the logistics in place, you’re now ready to begin your pilot. Conducting your pilot includes communicating
with your users, monitoring your network and usage to ensure your network performance and call quality remain
healthy, gathering feedback from participants, and reviewing helpdesk tickets for questions related to Teams.
Tips for pilot success
The following tips can help ensure the success of your pilot:
Before beginning your pilot, confirm that all pilot participants are enabled for the appropriate [coexistence
mode]
(https://aka.ms/SkypeToTeams-SetCoexistence) you want to validate.
Weekly, throughout your pilot, meet with your project stakeholders to review user feedback, usage data,
network data, and helpdesk tickets to ensure your pilot is running smoothly. Make any adjustments as needed.
Suggested timeline
Here's a suggested timeline for a 30-day pilot:
One week before the pilot kickoff: Send initial communication to pilot users.
Day 1: Send kickoff communication to pilot users.
Day 7: Hold the first weekly project team checkpoint meeting.
Day 14: Send mid-point communication to your pilot users, hold a weekly project team checkpoint meeting.
Day 21: Hold a weekly project team checkpoint meeting.
Day 30: Send final communication to your pilot users.
Days 31–45: Assess pilot results, and plan for next steps.
6. Assess learnings and evaluate your go-forward plan

After your pilot is complete, it’s time to gather all feedback surveys, final network stats, and support tickets for
analysis against your goals and determine whether you’ll implement your go-forward plan. You might find that
your organization is ready for a broad deployment, or you want to extend your pilot to more users, or you want to
revisit the pilot at a later date after any concerns you’ve identified have been mitigated. Remember that your pilot
is a great way to predict technical and user outcomes in a controlled environment; be thoughtful about jumping
ahead too quickly.
If your results indicate:
Your pilot goals (for example, user satisfaction and network quality) have been achieved, you should
be ready to proceed with the next phase of your rollout. Depending on the goals of your project, this could be
one of the following:
Extending the pilot to additional participants
Enabling Teams alongside Skype for Business (Islands mode) for some or all of your organization
Upgrading users from Skype for Business to Teams (Teams only mode) for some or all of your
organization
Your pilot didn’t achieve the outcomes you wanted (for example, user satisfaction and network
quality), take time to make the appropriate adjustments to your plan and revisit your pilot.
TIP
Enlist your pilot participants as peer champions to help evangelize and onboard new users to Teams. Peer champions can
easily relate to other users, sharing their own experiences and learnings, and offering support and guidance to their
colleagues. Learn more about champions and how you might use them within your own rollout.
This article is part of Deployment and Implementation stage of your upgrade journey. Before proceeding, confirm
that you’ve completed the following activities:
Conducted a pilot
Upgrade from Skype for Business Online to Teams

Follow the guidance in this article if you have wholly deployed Skype for Business Online and want to upgrade
your users from Skype for Business to Teams. You can upgrade users selectively or all-in, based on the upgrade
journey that your organization has chosen, by assigning the appropriate coexistence and upgrade mode to your
users.
IMPORTANT
Skype for Business Online will be retired on July 31, 2021, after which it will no longer be accessible or supported. To maximize
benefit realization and ensure your organization has proper time to implement your upgrade, we encourage you to begin
your journey to Microsoft Teams today. Remember that a successful upgrade aligns technical and user readiness, so be sure
to leverage the guidance herein as you navigate your journey to Microsoft Teams.
Assign the coexistence and upgrade mode

You can upgrade your users to TeamsOnly mode by assigning the UpgradeToTeams instance of
TeamsUpgradePolicy, which can be performed by using the Microsoft Teams admin center or a Skype for Business
remote Windows Powershell session. You can do this either on a per user basis, or on a tenant-wide basis if you
want to upgrade the entire tenant in one step.
For more information, see Setting your coexistence and upgrade settings and TeamsUpgradePolicy: managing
migration and coexistence.
Upgrade all users to Teams at one time

Follow these steps to upgrade all of your users to Teams at one time.
Step 1: Notify the users of the change (optional)
1. In the Microsoft Teams admin center, select Org-wide settings > Teams upgrade.
2. Under Coexistence mode, change the Notify Skype for Business users that an upgrade to Teams is
available switch to On.
Step 2: Set the coexistence mode to TeamsOnly for the organization
1. In the Microsoft Teams admin center, select Org-wide settings.
2. Select Teams Only mode from the Coexistence mode drop-down list.
Upgrade users in stages

Follow these steps if you want to gradually upgrade your users to TeamsOnly.
Step 1: Identify groups of users for upgrade
Often organizations may choose to upgrade their organizations in success waves of users. You'll want to identify
these users first so you can easily search for them in the Microsoft Teams admin center. Alternatively, you may want
to use PowerShell to more efficiently do this. Once you have identified the set of users for a given upgrade wave,
continue with the remaining steps.
Step 2: Set notification for the users in the current upgrade wave (optional)
If using the Microsoft Teams admin center, you can configure TeamsUpgradePolicy for up to 20 user at once:
1. In the Microsoft Teams admin center, select Users, and find and multi-select the checkbox for up to 20 users
who should be upgraded.
2. Select Edit settings in the upper left corner of the listview.
3. In the Edit settings pane on the right, under Teams upgrade, change Notify the Skype for Business user
switch to On. Note: If the value of coexistence mode is "Use Org-wide settings", you won't see this switch, so
you'll need to first explicitly set the Coexistence mode for these users to whatever the default value is for the org.
Alternatively, you may find it easier to enable notifications for groups of users at once using PowerShell.
Step 3: Set the coexistence mode for users to Teams Only
When you are ready to upgrade the users in the current wave to use Teams as their only application, set the
Coexistence mode for the users to Teams Only.
If using the Microsoft Teams admin center, you can configure TeamsUpgradePolicy for up to 20 user at once:
1. In the Microsoft Teams admin center, select Users, and then select the checkbox for up to 20 users.
2. Select Edit settings in the upper left corner of the listview.
3. In the Edit settings pane on the right, under Teams upgrade section, set the coexistence mode to Teams Only
in the drop-down list.
Alternatively, you may find it easier to upgrade groups of users at once using PowerShell.
Step 4: Repeat steps 1-3 for successive waves of users
As you validate your upgrade to Teams Only mode and are ready to expand, repeat the previous steps to apply
TeamsOnly to more users.
Phone System and Teams upgrade

If your Skype for Business Online deployment includes Phone System with Calling Plans and Microsoft is your
public switched telephone network (PSTN ) provider, upgrading your users to Teams will automatically transition
inbound PSTN calling to Teams.
If your Skype for Business Online deployment includes Phone System with Cloud Connector Edition, see the
additional considerations for Phone System Direct Routing.
This article is part of Deployment and Implementation stage of your upgrade journey. Before proceeding, confirm
that you’ve completed the following activities:
Conducted a pilot
Upgrade from Skype for Business on-premises to Teams

If you’ve deployed Skype for Business or Microsoft Lync on-premises and your organization wants to upgrade to
Teams, follow the guidance in this article. You'll need to set up hybrid connectivity with your Office 365 tenant, and
then move your users to Teams and assign them the appropriate coexistence and upgrade mode.
IMPORTANT
Skype for Business Online will be retired on July 31, 2021, after which it will no longer be accessible or supported. To maximize
benefit realization and ensure your organization has proper time to implement your upgrade, we encourage you to begin
your journey to Microsoft Teams today. Remember that a successful upgrade aligns technical and user readiness, so be sure
to leverage the guidance herein as you navigate your journey to Microsoft Teams.
Step 1: Configure hybrid connectivity

The key prerequisite for upgrading your users to Teams is to configure hybrid connectivity.
Start by readingPlan hybrid connectivity and then follow the tasks outlined in Configure hybrid connectivity.
Step 2: Move users between on-premises and the cloud

After you’ve completed your hybrid setup, you can move users to Teams. This might involve one or two steps
depending on your current on-premises environment.
For more information, seeMove users between on-premises and the cloud.
Step 3: Assign a coexistence and upgrade mode

After you’ve moved users to the cloud, you can assign them the appropriate coexistence mode based on the
upgrade journey that your organization has chosen. For more information, see Setting your coexistence and
upgrade settings and TeamsUpgradePolicy: managing migration and coexistence.
Phone System and Teams upgrade
If you’re transitioning your Skype for Business deployment to Phone System with Calling Plans and Microsoft will
be your public switched telephone network (PSTN ) provider--and assuming that you’ve completed the phone
number porting--upgrading your users to Teams will automatically transition inbound PSTN calling to Teams.
If Calling Plans isn’t available, you need to transition your enterprise voice deployment to Microsoft Phone System
Direct Routing. For more information, see Phone System Direct Routing.
This article is part of the Operational Excellence stage of your upgrade journey, which begins as soon as you’ve
completed your upgrade from Skype for Business to Teams.
How to use Microsoft Teams Effectively

Technology is innovating at an unprecedented pace. Staying current and enabling a modern workplace
environment has become a standard in how organizations operate. As Microsoft Teams, Microsoft 365, and
Microsoft’s intelligent communication vision continue to unfold, having an operational plan in place will help
ensure your organization is set up for long-term success. An optimal operational plan includes monitoring your
environment for health and quality, continuing user momentum to optimize adoption, and planning for new
functionality that will continue to come online over time.
Monitor for network health and quality

The status of your network affects the user experience. When a user has a poor experience (for example, call drops
or lag time when joining meetings), they correlate this to the technology itself, leaving them with the impression
that the technology doesn’t work and opening the door for unsupported apps. Implementing a plan to monitor and
mitigate network health will help ensure a positive user experience in addition to reducing calls to your support
desk. For more information, see the following articles:
Monitor quality
Enhance your service
Drive user momentum and adoption

To realize maximum benefit and business outcomes with Teams, users must actually use it. However, initial
excitement tends to wane and users easily revert to old ways of working. Encourage user adoption and maintain
excitement for Teams with an ongoing adoption plan, which can include:
Enlisting peer champions to help evangelize and encourage fellow users.
Checking the Office 365 Adoption Guide for tips on boosting engagement and driving adoption.
Leveraging the Teams Customer Success Kit to enhance awareness and share best practices.
Implementing a formal adoption and change management strategy to help sustain adoption growth.
Prepare for new functionality

The lifecycle of any given technology has shifted to a dynamic growth cycle. This means that the Teams and
Microsoft 365 roadmaps will continue to unfold, with new functionality lighting up on a regular cadence.
Establishing a change cycle within your organization will ensure you’re ready to manage continual collaboration
improvements and realize maximum value. This can include:
Monitor the Teams roadmap.
Implement a change planning form (as illustrated below ) to prepare and implement new functionality. Be sure
to include both technical and user readiness activities.

This article gives an overview of the requirements for successfully operating Teams for your organization after
you’ve upgraded. By properly operating your Teams services, you can be sure you’re providing a high-quality,
reliable experience for your organization.

The Operations Guide gives you an overview of all the tasks and activities required as part of the service
management function for Microsoft Teams.
The notion of service management is most likely not a new concept for most organizations. You might have
augment your current processes when you plan for service management today to support Teams in the future.
Service management encompasses all the activities and processes involved in managing Teams end to end. As
noted earlier, some components of service management—the infrastructure that the Office 365 service itself
comprises—are Microsoft’s responsibility, whereas you, the customer, are accountable to your users to manage the
various aspects of Teams, the network, and endpoints you provide.
The tasks and activities in this guide are grouped into eight categories as depicted in the following diagram. Each
of these categories will be expanded upon in the following sections.
Decide how operations will be implemented for Teams.
Decision points

Next steps Implement an operations strategy that aligns with
your organization’s goals to deliver the quality and
reliability of Teams workloads.
Review the Quality of Experience Review guide.
Implement an operations strategy to regularly perform
Quality of Experience Reviews to make sure your
Teams deployment is operating at its peak capabilities.
Operational role mapping

The planning you undertook for operations during the Envision phase is critical, because operations activities
begin when the first pilot users are enabled. This guide lists the activities and tasks that must be performed on a
daily, weekly, monthly, or as-needed basis to maintain a high-quality Teams deployment. This guide provides
knowledge and guidance for how to perform these critical activities and tasks.
One crucial component of a successful deployment is to ensure that the planning you do early in the Envision
phase includes determining who will be responsible for performing specific activities. After you’ve figured out
which tasks and activities apply to your deployment, they need to be understood and followed by the groups or
individuals that you assign to them.
Each team you identify must review and agree on the tasks and responsibilities identified and start preparation.
This might include training and readiness, providing updates to the staffing plan, or ensuring that external
providers are ready to deliver.
The activities and roles defined in this guide should be valid in most scenarios, but every Teams deployment is
unique; therefore, you can use this guide as a starting point to customize the activities and default roles to meet
your needs.
Ensure that each accountable team has a good understanding of the activities that are required to run the service.
It’s critical that each team accepts and signs off on their accountability in your organization before the first pilot
begins.
After an agreement is in place, the corresponding teams should start to operationalize their roles.
Use this document to facilitate the operational role

Next steps mapping exercise.
Meet with the respective support teams to assign
names to each item in the list of required activities.
Gain acceptance or sign-off on the assigned roles.
Ensure that the corresponding teams have the
appropriate training, readiness, and resources to
complete the activities required of them.
Teams service dependencies

Microsoft Teams brings together technologies across Office 365 to provide a hub for teamwork. Examples include:
Azure Active Directory (Azure AD ) provides authentication and authorization services for Teams.
Exchange Online provides advanced features like legal hold and e-discovery.
SharePoint Online provides the ability to share files in channels, and OneDrive for Business provides a
mechanism for sharing files within a private chat.
Organizations can also leverage existing investments in on-premises infrastructure. For example, existing on-
premises Active Directory accounts can be used for authentication by leveraging Azure AD Connect. Certain
versions of Exchange Server can be used in place of Exchange Online.
These technologies come together to provide a rich, collaborative, and intelligent communications suite for users.
This tight integration is a key benefit of Teams, but it also drives a requirement for service management across
these technologies.
This guide covers the key areas of focus to manage the Teams service. Most likely, you have service management
plans in place for the supporting technologies that Teams depends on. If not, you’ll need to establish proper service
management plans for those technology components (both on-premises and online) as well. This will help ensure
your users enjoy a high-quality, reliable experience with Teams.
References
Overview of Microsoft Teams
Microsoft Teams and Skype for Business coexistence and interoperability
Operations Guide activities

The following sections give an overview of the activities that are required to successfully operate the Microsoft
Teams service. They include reference to tools, contextual information, and additional content to help you
understand the activity and to assist in readiness initiatives.
Monitor service health

It’s important that you understand the overall health of the Microsoft Teams service so that you can proactively
alert others in your organization of any event that affects the service. As described earlier, Teams is dependent on
other Office 365 services such as Azure Active Directory, Exchange Online, SharePoint Online, and OneDrive for
Business. Because of this, it’s equally important that you monitor the health of the dependent services.
Incorporate this activity into your incident management process to proactively inform users, the helpdesk, and
your operations teams to prepare to handle user escalations.
The following sections describe the tools that you can leverage to monitor for service incidents that affect the
Teams service. A summary of the benefits of each tool, and when you should use each one, is included in the
following table.
MONITORING TOOL BENEFITS WHEN TO USE
Office 365 portal Available from any device with a Use when you don’t need real-time
supported browser. notifications.
Office 365 Admin app Provides push notifications to your Use when you need to be notified of
mobile device. service incidents while you’re on the go.
Microsoft System Center Integration with Microsoft System Use when you need advanced
Center. monitoring capabilities and notification
support.
Office 365 Service Communications API Programmatic access to Office 365 Use when you need integration with a
service health. third-party monitoring tool or want to
build your own solution.
NOTE
Only individuals who are assigned the global admin or service administrator role can view service health.
Monitoring with the Office 365 portal

The Office 365 portal provides a Service Health dashboard where you can view the current health of the Teams
service in addition to dependent services.
Monitoring with the mobile app
The Office 365 Admin app is available on Apple iOS, Android, and Windows (PC and mobile). The app provides
service administrators information about service health and upcoming changes. The app supports push
notifications that can alert you almost immediately after an advisory has been posted. This helps you stay current
on the status, health, and any upcoming changes to the service. The notification support makes it the
recommended monitoring tool for administrators. For more information, see:
Office 365 Admin Mobile App
Download the Office 365 Admin Mobile App
Monitoring with Microsoft System Center
Microsoft System Center is an integrated management platform that helps you manage datacenter, client devices,
and hybrid cloud IT environments. Office 365 administrators who use System Center now have the option to
import the Office 365 Management Pack, which enables them to view all service communications within
Operations Manager in System Center. Using this tool gives you access to the status of your subscribed services,
active and resolved service incidents, and your Message Center communications (upcoming changes). For more
information, refer to the following blog post.
If you leverage System Center to monitor Teams service health (and dependent services), you can further
customize the management pack to alert or notify specific groups or individuals who have been identified to react
to incidents. These groups can include service owners, helpdesks, second-level and third-level support groups, and
incident managers in your organization.
Monitoring for advanced scenarios
You can monitor service health and upcoming changes by leveraging the Office 365 Service Communications API
to access Office 365 service health and changes programmatically. Use this API to create your own monitoring
tool, or connect your existing monitoring tools to Office 365 service communications, potentially simplifying how
you monitor your environment. For more information, see Office 365 for Enterprise developers.
Monitor service health Proactively monitor Real-time

Microsoft Teams service
health, (and dependent
services) by using the tools
available. Dependent
services include: Exchange
Online, SharePoint Online,
OneDrive for Business, Azure
Active Directory.
Incident notification Notify internal stakeholders As needed

of events that affect the
Teams service. Internal
stakeholders can include
users, helpdesks, and
incident managers.
References
How to check Office 365 service health
Service Health and Continuity
Manage organizational change

Microsoft Teams is a cloud-based service. With that comes the ability to provide new features and functionality at a
rapid pace. Delivering ongoing innovation provides an obvious benefit to organizations, but these changes need to
be managed appropriately within your organization to avoid user resistance or escalations to your helpdesk.
Updates to Teams are rolled out automatically to your users. Your users will always have the latest client and
features available in the Teams service. It’s not possible to manage the rollout of Teams updates to your users,
therefore it’s critically important to manage change through effective communication, training, and adoption
programs. If your users are aware of the change, educated about the benefits, and empowered to leverage the new
capabilities—they’ll be able to adapt more quickly and welcome the change.
Monitoring for change
The first step in change management is monitoring the changes that are planned for Teams. The best source for
monitoring these changes is the Microsoft 365 Roadmap, which lists features that are currently in development,
being rolled out to customers, or have fully launched. You can search for Teams-specific features by using the filter
provided, or you can download the roadmap to an Excel file for further analysis. For each feature, the roadmap
gives a short description, along with the anticipated release date.
In the Microsoft Teams blog, you can learn about best practices, trends, and news about Teams product updates.
Expect to find major feature updates to Teams to be announced here. You can also subscribe to the blog through an
RSS feed. You can then add the RSS feed directly into a Teams channel, so all the important news is delivered
directly inside of Teams.
All features that are released are documented in the Release Notes for Microsoft Teams. Here you’ll find a list of
features that were released for desktop, web, and mobile devices. The same set of release notes are also available
on the What's new tab in Help.
Become familiar with the resources available, and ensure that you assign applicable owners to monitor for change.
Planning for change
Now that you’re aware of upcoming changes to the Teams service, the next step is to prepare and plan accordingly.
Assess each change to determine which changes require communication to users, awareness campaigns, training
for support teams or users, or feature evaluation and adoption campaigns. This is the primary role of a change
management team in your organization. Below is a collection of sample tables that can help you plan for change.
Feature: Cloud Recording (Release date: January 2018)
General track
Legal review Completed This feature is a prerequisite Project team

to onboarding the training
team.
Technical change management
IT changes required Yes Admin needs to enable Support team

recording for identified users
only.
Technical readiness complete Yes Support team
User change management
User impact Low
User readiness required Yes
Communications ready No Communication email has Communications Team

been drafted—pending
review.
Training ready Yes Training will leverage existing Training Team

Microsoft video.
Status track
Release status in progress Pending review by executive Change Management Team

sponsor.
Release sign-off
Release date
For more information about planning for change management with Teams, see Create a change management
strategy for Microsoft Teams.
Monitor for change Monitor for upcoming Daily

changes to Microsoft Teams
service.
Planning for change Evaluate and plan for new As needed

features and capabilities,
including communication
plans, awareness campaigns,
and training.
User readiness Perform targeted As needed

ensure users are ready for
the upcoming change.
Support team readiness Perform targeted As needed

ensure the support team is
ready. Support teams can
include the “white glove”
team, helpdesks, Tier 2 or
Tier 3 support, external
partners, and so on.
Assess Teams usage

After the initial pilot begins, it’s critical to establish a regular cadence for measuring actual Teams usage. This
enables your organization to gain insights into how actual usage aligns with the usage you predicted during the
Envision phase. Although this section focuses on Teams usage, this should be part of a broader effort to measure
and assess Office 365 usage overall.
Reviewing usage frequently early in the deployment gives you the opportunity to:
Validate whether users are using Teams.
Identify potential adoption challenges before they create critical issues across the organization.
Understand whether there are discrepancies between the Envision phase requirements and actual usage.
If usage isn’t what you expect, this could be due to a deployment issue, or the adoption plan isn’t being executed
properly, or some other problem. Depending on the actual reason behind the low usage, the service administrator
must collaborate with the related teams to help remove usage barriers.
Measuring usage with the Microsoft 365 admin center
Usage data from Teams is available in the Reporting dashboard. Teams usage data can be found in three different
reports. The first report provides a cross-product view of how users communicate and collaborate by using the
various services in Office 365. This report can be found here: Office 365 active users report
The other two reports are Teams-specific, and they provide further detail about Teams usage from a user and
device perspective. Both reports can be found here:
The usage reports in the admin center can be accessed by people who have been assigned a Global
administrator role, or a product-specific admin role (Exchange administrator, Skype for Business
administrator, SharePoint administrator).
In addition, the Reports reader role is available for users who require access to the reports, but don’t perform any
tasks that require administrator-level permissions. You assign this role to provide usage reports to anyone who is a
stakeholder, to monitor and drive adoption. For more information about the different roles available, see About
Office 365 admin roles.
Assessing usage
After you’ve used the Reporting dashboard to measure usage, it’s important to compare the measured usage
against any key success indicators (KSIs) that you defined during the project’s Envision phase. You can define a KSI
that might be defined as active usage, or one that’s indirectly linked to active usage.
It’s important to identify any variances between actual and planned usage before resuming the rollout to
additional sites or users. You’ll likely identify organizational learnings as part of this activity that you can leverage
to ensure that the next batch of sites or users don’t encounter the same issues.
First, pinpoint whether this is an adoption or technical problem. Begin by investigating the items below, in order, to
determine where the problem is.
1. Validate quality by performing a Quality of Experience Review.
2. Work with the helpdesk team to check that there are no trending technical issues preventing users from
accessing or using the service. If issue trends do exist, use the endpoint troubleshooting section later in this
article to try to solve the problem before engaging support.
3. Work with the training and adoption team to gather direct feedback from users (see Assess user sentiment
later in this article), and to check the effectiveness of awareness and adoption activities.
Measure usage (enablement Measure and assess Teams Weekly

phase) usage as sites continue to be
onboarded during the
enablement phase. Address
Measure usage Measure and assess Teams Biweekly

usage in the Drive Value
phase (after deployment has
been completed). Address
(drive value phase)

Update adoption plan Update your adoption plan As needed

based on how measured
usage compares to your
planning targets.
References
About the Microsoft 365 admin center
Activity Reports in the Microsoft 365 admin center
Assess user sentiment

Understanding user sentiment can act as a key indicator for gauging the success of your Teams deployment. User
feedback can drive changes in your organization; this might include changes to your communication plans, training
programs, or the way that you offer support to your users.
It’s important to get feedback early and continue with assessing user sentiment throughout the lifecycle of the
project and beyond. Use the following guidance to determine the interval in which your organization will seek out
feedback:
Beginning of the project: By assessing user sentiment at the beginning of the project, you can get an early
view into how your users feel about their Teams experience.
After major milestones: By collecting feedback throughout the project lifecycle, you can gauge user
sentiment on a continuous basis and make changes as needed. This is especially useful after major
milestones.
Project conclusion: Assessing user sentiment at the end of a project will tell you how well you’ve done and
where work still needs to be done, and allow you to compare results against the previous survey.
Ongoing: Continue to measure user sentiment indefinitely. Changes in user sentiment might be due to
changes in your organization’s environment or changes in the Teams service. By gauging user sentiment at
regular intervals, you can understand how well your service management teams are performing and how
your organization is responding to changes in the Teams service.
User sentiment can be assessed through many different methods. These can include email surveys, in-person or
telephone-style interviews, or simply creating a feedback channel in Teams or Yammer. For more information, see
Best practices for user feedback methods in Microsoft Teams.
You can also use an industrywide approach to assess user sentiment called net promotor score (NPS ), which is
described in the following section.
NPS
Net promoter score (NPS ) is an industrywide customer loyalty metric and a good approach to use to assess user
sentiment. NPS can be calculated by asking two questions: “How likely are you to recommend Teams to a
colleague?”, followed by the freeform question, “Why?”
NPS is an index ranging from –100 to 100 that measures a customer’s willingness to recommend a company’s
product or service. NPS is based on an anonymous survey that’s delivered to users through email or other
electronic means. NPS measures the loyalty between a provider and a consumer. It consists of only one question,
which asks users to rate their experience from 1 through 10, with the option of providing additional comments.
Users are then classified based on the following ratings:
9 or 10 are Promoters: Loyal enthusiasts who will promote your service and fuel others.
7 or 8 are Passive: Satisfied but unenthusiastic, vulnerable to another service or offering.
From 1 through 6 are Detractors: Unhappy customers who can damage your service and impede growth.
Although the base NPS number is useful, you’ll get the most value from analyzing user comments. They’ll help
you understand why the user would (or wouldn’t) recommend Teams to others. These comments can provide
valuable feedback to help the project or service management teams understand the adjustments necessary to
provide a quality service.
To provide NPS surveys to your organization, you can leverage your favorite online survey tool.
Daily/weekly/monthly/as needed tasks
Assess user sentiment Capture and assess user As needed

sentiment by using surveys
or interviews, or through a
feedback channel in Teams
or Yammer.
Update adoption plans Drive change in your As needed

organization based on user
feedback; this can include
changes to your
communication plans,
training programs, or the
way that you offer support
to your users.
References
Net Promoter Score
Using Yammer to collect feedback
Best practices for user feedback
Manage network quality

Many core planning elements go into optimizing, right-sizing, and remediating your network infrastructure to
ensure a high-quality, efficient path to the Microsoft Teams service. The planning tasks and requirements are
covered in our network readiness guidance. Networks often evolve over time due to upgrades, expansion, or other
business requirements. It’s important that you account for your requirements for Teams in your network planning
activities.
Although network planning is a critical aspect of a Teams deployment, it’s equally important to ensure the network
remains healthy and stays current, based on changing business or technical requirements.
To ensure the health of your network, a number of operations activities need to be performed at regular intervals.
Monitor Office 365 IPs and Monitor any changes to the Daily
URLs Office 365 URLs and IP
address ranges by using the
provided RSS feed and
initiate a change request to
applicable networking
groups.
Update the network based Make updates to the As needed

on changes to Office 365 IPs applicable network
and URLs components (firewalls, proxy
servers, VPNs, client-side
firewalls, and so on) to
reflect changes to the Office
365 URLs and IP address
ranges.
Provide building data Provide updated subnet As needed

information to the quality
champion (or relevant
stakeholders) to ensure that
the building definitions in
CQD are kept up to date.
Implement change Implement changes on the As needed

network to support
changing Teams business
and technical requirements.
Network elements can
include:
Firewalls
VPNs
Wired and Wi-Fi
networks
and ExpressRoute
DNS
Network monitoring and Monitor the network end to Daily, weekly, monthly
reporting end for availability,
utilization, and capacity
trends by using your existing
third-party network
management tools and
reporting capabilities
available from your network
providers. Use trending data
for network capacity
planning.
Capacity planning Collaborate with the Teams As needed

service owners to
understand changing
business and technical
requirements that might
drive additional capacity
changes.
Network troubleshooting Assist the Teams helpdesks, As needed

and remediation service owners, and key
stakeholders to troubleshoot
and remediate issues to
related to Teams
connectivity, reliability, or
quality. Network elements
can include:
Firewalls
VPNs
Wired and Wi-Fi
networks
and ExpressRoute
DNS
Disaster recovery and high Perform regular high Monthly

availability testing availability and disaster
recovery testing on the
network infrastructure to
ensure that it meets the
stated service level
objectives (SLOs) or service
level agreements (SLAs) for
the Teams service.
References
Building data schema
Assess and ensure quality

All organizations need a group or individual to be accountable for quality. This is the most important role in service
management. The Quality Champion role is assigned to a person or group who is passionate about their users’
experience. This role requires the skills to identify trends in the environment and the sponsorship to work with
other teams to drive remediation. The best candidate for the quality champion is typically the customer service
owner. Depending on the organization’s size and complexity, this could be any person or group with a passion for
ensuring a high-quality user experience.
The quality champion leverages existing tools and documented processes, such as Call Quality Dashboard (CQD )
and the Quality of Experience Review Guide, to monitor user experience, identify quality trends, and drive
remediation where needed. The quality champion should work with the respective teams to drive remediation
actions and report to a steering committee about progress and any open issues.
The Quality of Experience Review Guide includes activities that assess and provide remediation guidance in key
areas that have the greatest impact on improving user experience. The guidance provided in the Quality Experience
Review Guide focuses on using CQD Online as the primary tool to report and investigate each area, with a focus
on audio to maximize adoption and impact. Any optimizations made to the network to improve the audio
experience will also directly translate to improvements in video and desktop sharing.
We strongly recommend that you nominate the quality champion early on. After being nominated, they should
start to familiarize themselves with the content in the Quality of Experience Review Guide and associated training
materials.
Nominate and train quality Nominate and train a quality As needed

champion(s) champion.
Perform Quality of Perform a QER to identify Monthly (weekly during

Experience Reviews (QERs) trends in quality and deployments)
reliability, review against
defined targets, and report
out to key stakeholders in
the organization.
Drive remediation Coordinate remediation As needed

efforts across the
organization based on the
QER assessments and
findings.
Update building data in Update or add new building As needed

CQD definitions in CQD when
changes are made to the
network (see Upload
Building information).
Fill the Quality Champion End-to-end responsibility for Daily

role quality in the organization.
This includes:
Ensure that the QER
is being conducted
regularly.
Report out to key
stakeholders on
quality status.
Ensure the building
data definitions are
up to date.
Coordinate
remediation efforts
across the
organization to
ensure that users
have a high-quality
experience with
Teams.
References
Upload Building information
Manage endpoints
Microsoft Teams endpoints can be defined as any PC, Mac, tablet, or mobile (or any other) device running the
Teams client. The term endpoint not only encompasses the device itself, but how a user connects to the device—for
example, by using the device’s built-in mic or speaker, earbuds, or an optimized headset. After they’re deployed,
endpoints must not be forgotten. The Teams endpoints require ongoing care and maintenance. The following
sections describe specific areas to focus on.
Endpoint requirements
is idle. The Teams mobile apps are kept current through their respective app stores.
The Teams client has minimum requirements in terms of the underlying software platform. These requirements
might change over time, and therefore it’s important that you monitor them for changes. For example, the Teams
client has a minimum iOS version. If the client uses an internet browser, the browser needs to be kept current as
well. A list of supported platforms can be found in Get clients for Microsoft Teams.
Endpoint firewalls
and even prevent a call from being established. After the appropriate exclusions on the client firewall have been
configured, they need to be kept up to date based on the information in Office 365 URLs and IP address ranges.
Your third-party vendor will have specific guidance for how to update the exclusions.
Wi-Fi drivers
Wi-Fi drivers might be problematic. As an example, a driver might have very aggressive roaming behaviors
between access points that can induce unnecessary access-point switching, leading to poor call quality. A poorly
performing Wi-Fi driver might be discovered through a Quality of Experience Review (see Quality of Experience
Review Guide for more detail). It’s essential to implement a quality-driven process that monitors new Wi-Fi drivers
and ensures that they’re tested before being deployed to the general user population.
Endpoint management
A catalog of supported endpoints and interface devices (such as headsets) should be available and maintained.
This catalog will include a list of approved devices that were selected and validated as part of the Envision and
Onboard phases. Typically, specific devices are selected for each persona type in your organization to meet the
needs of that persona’s attributes. All endpoints have a lifecycle, and you need to manage the vendor contracts,
warranty, replacement, distribution, and repair policies associated with these devices.
Endpoint troubleshooting
Even if you’ve followed the previous guidance, users in your organization still might run into issues with Teams.
Although the problem might not be with the endpoint itself, the symptoms of the issue are typically surfaced
through the client to the user. The following guidance is intended to provide general steps you can take to resolve
the issue; it’s not meant to be a comprehensive troubleshooting guide. The steps are provided in a specific order,
but they don’t have to be followed explicitly and might not be applicable, depending on the nature of the issue.
1. Validate service health: The issue a user might be experiencing can be related to an event that negatively
affects the Teams service or itsdependent services. As a first step, we recommend that you confirm there are
no active service issues. Consult How to check Office 365 service health. Remember to check for the status
of dependent services (for example, Exchange, SharePoint, OneDrive for Business). Monitoring for service
health is discussed in more detail in the previous section, Monitor service health.
2. Validate client connectivity: Connectivity issues cause functionality or sign-in issues in Teams. We
recommend (especially for new sites or locations) that you validate connectivity to the service. Ensure the
following Office 365 URLs and IP address ranges guidance is followed for each site. You can leverage the
Microsoft Network Assessment Tool to perform a connectivity test to validate that the media ports have
been opened correctly for Teams capabilities. Detailed steps on how to run the connectivity tests are
provided in the network readiness guidance.
3. Check the known issues list: Consult the list of known issues for Teams to determine whether the user
has been negatively affected by one of these issues. Follow the workaround provided (if there is one) to
resolve the issue.
4. Visit the Microsoft Teams community: The Microsoft Teams community offers dedicated spaces for
Teams. The Teams community provides a discussion list, blog posts, and announcements centered around
Teams. You can post a question or search previous discussions for solutions to your issue.
5. Contact Microsoft Support: You can contact Microsoft Support for issues with Teams online or by phone.
For information, see Contact support for business products. For Premier customers, support requests can
be initiated by following the guidance at Contact support for Microsoft Teams (Premier customers) .
Endpoint requirements Ensure that the Teams Monthly

endpoint continues to meet
all the software
requirements for Teams
listed in Get clients for
Microsoft Teams.
Endpoint firewalls Maintain the appropriate As needed

exclusions on the endpoint
firewall based on the
information in Office 365
URLs and IP address ranges.
Your third-party vendor will
have specific guidance for
how to maintain the
exclusions. Subscribe to the
RSS feed to be notified
automatically of changes.
Wi-Fi drivers Test and update Wi-Fi As needed

drivers on the PC. Validate
the results by using CQD
(Quality of Experience
Review Guide).
Endpoint management Maintain the catalog of Monthly

supported endpoints and
interface devices (such as
headsets). Manage vendor
contracts, warranty,
distribution, replacement,
and repair policies.
Endpoint troubleshooting Troubleshooting tasks can As needed

include verifying
connectivity, consulting the
known issues list, log
gathering, analysis, and
escalation to Microsoft
Support or third-party
vendors.
References
Microsoft Teams community
Contact Premier support
Troubleshooting Teams video
Manage Teams
After the Microsoft Teams service has been deployed, you’ll need to perform several activities relating to its
administration. The activities range from administering the service and individual users to capacity planning and
provisioning licensing and telephone numbers. The following sections cover some of these common
administration tasks.
Service administration
The Teams service has multiple settings that can be configured tenant-wide. Changes made to the tenant settings
affect all users who have been enabled for Teams. For a detailed list of these settings, see Manage Microsoft Teams
settings for your organization.
User administration
To support users, an organization might require any number of related tasks—the specific tasks vary from one
organization to the next. Ultimately, these tasks need to be managed by a support team that has been assigned
these operational duties. The following tasks are commonly required to support users in Teams.
General tasks
Team creation (optional)
By default, all users with a mailbox in Exchange Online have permissions to create Office 365 groups and,
therefore, a team in Microsoft Teams. If you want to have tighter control and restrict the creation of new teams
(and thus the creation of new Office 365 groups), you can delegate group creation and management rights to a set
of administrators. If your organization wants to pursue this option, see the process described in this article to allow
users to submit requests that are processed by an assigned team.
Service administration Administration of tenant- As needed

wide Teams settings.
User administration Administration of user- As needed

based settings and licensing
in Teams.
License management Plan for current and future Weekly

needs for both user and
consumption-based
licensing (Calling Plans and
Communication Credits) by
leveraging the PSTN usage
report and PSTN minute
pools report.
Telephone number Manage the telephone Weekly

management numbers available for future
growth, and adjust
inventory levels to meet
your organizational needs.
Team creation (optional) Review and process requests As needed

for team creation.
This article is part of the Operational Excellence stage of your upgrade journey, which begins as soon as you've

The Quality of Experience Review Guide includes a set of activities that assess and provide remediation guidance
in key areas that have the greatest impact on improving the user experience, as illustrated below.
By continually assessing and remediating the areas described in the guide, you can reduce their potential to
Poor Wi-Fi coverage
VPN
The guidance provided in the Quality of Experience Review Guide focuses on using Call Quality Dashboard (CQD )
to familiarize themselves with the content in the Quality of Experience Review Guide.
Get the most out of Teams after upgrading

This article gives an overview of the requirements for getting the most out of operating Teams after your upgrade.
By continuously monitoring Teams service capabilities, you can be sure you’re delivering the most value for your
organization.
Enhance your service overview

After you’ve successfully deployed Teams to your organization, and are operating the service with quality and
reliability, the next step is to regularly evaluate whether you have any opportunities to enhance your services. This
is a part of continuous service improvement planning that is a modern standard for cloud service management.
A great way to make sure you’re always getting the most out of your services is to monitor the Teams public
roadmaps for new feature enhancements that might be of interest to your organization. If you have access to the
Office 365 Admin portal, you’ll receive regular updates from us about new and changing features through our
Message Center.
When you do see opportunities to enhance your service, take the time to do it right. Revisit Deploy chat, teams,
channels, and apps in Microsoft Teams and apply the same guidance end to end. When making small, incremental
changes, it’s unlikely that you’ll need to complete all activities and tasks in full, but you should be sure to evaluate
each activity and task along the way to give yourself the best chance at a successful outcome.
When you do see opportunities to enhance your service, take the time to do it right. Revisit our implementation
phases and apply the same guidance end to end. When making small, incremental changes, it’s unlikely that you’ll
need to complete all activities and tasks in full, but you should be sure to evaluate each activity and task along the
way to give yourself the best chance at a successful outcome.
Decide who will monitor public roadmaps and other

Decision points service announcements for new features or services
that your organization might benefit from.
Decide on the cadence in which to report those new
features or services back to the key stakeholders, via
your steering committee.
Implement a strategy for staying up to date with your

Next steps services to get the most value for your organization.
Drive service enhancements through a full project
lifecycle to make sure you’ve properly accounted for
the impact they have on your deployment.
FAQ — Upgrading from Skype for Business to
Microsoft Teams
TIP
Watch the following videos for guidance on planning a successful upgrade from Skype for Business to Microsoft Teams:
Introduction to Upgrade (33 minutes)
Plan your upgrade (30 minutes)
Coexistence and Interoperability (53 minutes)
Administrator experience (24 minutes)
Skype for Business Online retirement

Why is Microsoft Teams replacing Skype for Business Online?
Microsoft Teams expands on the capabilities in Skype for Business Online by bringing together files, chats, and
apps in an integrated app, with functionality that enables organizations to move faster and collaborate more
efficiently. Because of the richer set of experiences offered in Teams, it replaces Skype for Business as the core
communications client for Office 365.
When is the retirement of Skype for Business Online?
Skype for Business Online will retire on July 31, 2021. Skype for Business Online customers should see no change
to the service before the retirement date. Read Skype for Business Online to Be Retired for more details.
Will current Skype for Business Online customers be able to add new seats to their tenant?
Yes. Current Skype for Business Online customers may add new seats to their tenant with the understanding they
will eventually need to transition these users to Microsoft Teams.
What is the future of Skype for Business Server?
We recognize that customers are using Skype for Business Server and many need to continue to use Skype for
Business Server for some users or geographies due to their requirements. In these instances, we encourage
organizations to adopt Teams along with Skype for Business Server to drive teamwork and collaboration. The latest
version of Skype for Business Server 2019 was released in October 2018 with initial mainstream support planned
through January 9, 2024.
What does this mean for existing Office 365 customers?
We’ve brought the key set of Skype for Business Online capabilities into Teams along with new voice, video, and
meetings innovation. We encourage all Office 365 customers to start using Teams today, whether independently or
side by side with Skype for Business.
Will you continue to invest in improving Skype for Business Online?
We plan to support the Skype for Business Online and client through the July 31, 2021 retirement date.
Starting September 1, 2019, all new Office 365 customers will be onboarded to Teams and will not have access to
Skype for Business Online. Tenants already using Skype for Business Online will be able to continue doing so
(including provisioning new users) until they complete their transition to Teams.
What do you recommend for customers who are currently in the process of deploying — or planning to deploy
— Skype for Business in Office 365?
Customers currently deploying Skype for Business Online may continue to do so. We encourage all new Office 365
customers to start using Teams, independently of or in parallel with Skype for Business and determine the path
(coexistence or Teams only) and timing that meets their business needs. Regardless of tenure with Skype for
Business Online, customers will need to move to Teams before the Skype for Business Online retirement date.
What support do you offer customers who want to move to Teams, especially those who have made significant
investments in Skype for Business Online?
We encourage all Skype for Business customers to begin deploying Teams and planning their upgrades. We’ll assist
customers who want to move users to Teams with tools and guidance to control and manage the process.
Prescriptive guidance is at https://aka.ms/SkypetoTeams. We’ll help ease the transition for users new to Teams with
a specialized first-run experience and in-product coach marks. FastTrack, instructor-led training, customer support,
and partners are available to help guide customers through the transition. In addition, Microsoft is hosting Upgrade
Workshops to help with upgrade planning.
What does this mean from a licensing perspective? How will customers pay for Intelligent Communications
services in Teams?
Teams is available in Office 365 suites. Capabilities that are premium workloads in Skype for Business Online today
will continue to be premium workloads in Teams. Existing licensing investments made by customers carry forward
to Teams. For example, if a customer has purchased Audio Conferencing standalone or as part of E5 with Skype for
Business, Audio Conferencing will be enabled in Teams as it’s available today.
Is Microsoft planning scheduled upgrades?
Currently, we have no plans to schedule upgrades for enterprise customers. Customers can choose to move to
Teams as it makes sense for their organizations before the July 31, 2021 retirement date for Skype for Business
Online. We’ll empower administrators and users with tools and guidance to help with the transition to Teams.
In effort to support smaller customers that may not have dedicated IT resources, Microsoft is assisting with
automated upgrades from Skype for Business Online to Teams. Eligible customers are notified of the upgrade
through emails and Message Center notifications. More details are provided in the communications.
How does the Skype for Business Online retirement announcement affect organizations with hybrid
configurations (Skype for Business Online and Skype for Business Server)?
Hybrid customers with online and on-prem configurations will be required to transition users from Skype for
Business Online to Microsoft Teams by the July 31, 2021 retirement date. Customers with eligible subscriptions are
encouraged to engage with FastTrack for Teams onboarding assistance.
Skype for Business to Teams upgrade

Is there a firm deadline by which customers need to move from Skype for Business Online to Teams?
Yes. Skype for Business Online will be retired on July 31, 2021, at which point it will no longer be accessible or
supported. We encourage Skype for Business Online customers to start using Teams and begin planning their
upgrades now to allow ample time to complete upgrade prior to the retirement date.
How long will it take to upgrade my organization to Teams?
Your organization's journey from Skype for Business to Teams can be defined by you. To assist in your planning and
execution, we’ve developed comprehensive upgrade guidance based upon a proven framework designed to help
you navigate the technical and organizational elements of change. Start your journey by familiarizing yourself with
our upgrade success framework and associated resources that serve as the cornerstone for navigating your journey
from Skype for Business to Teams.
Is there a recommended upgrade path for Skype for Business Online?
Customers are encouraged to plan your journey from Skype for Business Online to Teams leveraging the planning
guidance and resources at https://aka.ms/SkypetoTeams to identify and implement the upgrade path that best
meets your organization’s needs.
Where can I learn more about coexistence modes in the Microsoft Teams admin center?
Within the Microsoft Teams admin center, you’ll notice options for coexistence modes, enabling your organization
to manage the Skype for Business to Teams journey that’s right for your organization. Learn more about
coexistence and upgrade modes.
What should I do to prepare for my upgrade?
A successful upgrade will include validating technical readiness in addition to user acceptance readiness. Even if
you determine your organization isn’t quite ready to upgrade to Teams, you can begin the planning process today.
Further, you can start realizing the value of Teams by enabling Teams alongside Skype for Business. Get started on
your Skype to Teams journey today.
Microsoft also offers live, interactive workshops in which we’ll share guidance, best practices, and resources
designed to kick start upgrade planning and implementation. Learn about upgrade planning workshops.
My organization is already running Teams alongside Skype for Business. Can I just disable Skype for Business?
No, you'll want to switch users to Teams only mode to complete the upgrade to Teams. If your organization is
ready to upgrade to Teams, take time to communicate to users to let them know what’s happening and allow them
to acclimate to Teams. This will help ensure they have a positive upgrade experience and help alleviate calls to your
helpdesk. For sample communication templates, download our Upgrade Success Kit.
Who can I contact if I have questions about the upgrade process?
For questions related to your upgrade, reach out to your current points of contact, which might include your
assigned Microsoft account team, partner, or FastTrack. Alternatively, you can open a help ticket from within your
Do I upgrade all users on my tenant together, or can I opt to upgrade select users at a time?
You have the flexibility to upgrade users to Teams as it makes sense for you, whether it’s individuals, groups of
users, or your entire organization. To help understand the optimal approach for your organization, review the
various coexistence and upgrade modes you can enable.
What happens after my users are upgraded?
After your users are upgraded to Teams (Teams only mode):
Their Skype for Business client will be disabled for use as all chat and calls will go to Teams. This client will
continue to be used for previously scheduled Skype for Business meetings. If this desktop client is
uninstalled, users will be redirected to access previously scheduled Skype for Business meetings via the
Skype for Business web app.
Any Skype for Business meetings scheduled before the upgrade will work as designed, but all new meetings
will be scheduled in Teams.
If users attempt to sign in to Skype for Business, they’ll get a notification from their client that they’ve been
upgraded to Teams.
Users will need to manually uninstall the Skype for Business client on their mobile device.
Will users still be able to use Skype for Business after I activate the upgrade notification in their client?
Yes, the upgrade notification will simply alert users that Skype for Business will be upgrading to Teams and invite
them to get started with Teams if they haven’t already. We recommend complementing this notification with an
awareness campaign (emails, FAQs, helpdesk readiness, posters/signage) to communicate further details specific to
your organization, such as timing for the upgrade, calls-to-action for the user, access to training, and so on. For
communication templates, download our Upgrade Success Kit.
Microsoft Teams capabilities and roadmap
What are the benefits of Teams' back-end infrastructure?
Teams is built for the cloud on a highly scalable microservices architecture that’s efficient in bandwidth
consumption, provides more robust telemetry, and enables maintenance and upgrades with minimal disruption. As
a result, users see faster meeting join times and a better browser experience without needing to download plug-ins.
This modern infrastructure makes it easy to tap into Microsoft Cognitive Services—which include transcription,
translation, speech recognition, and machine learning capabilities—and have the power to make communication
and collaboration easier and more effective.
How can customers learn when Skype for Business capabilities will be available in Teams?
See the Microsoft 365 Roadmap.
Which APIs and SDKs will be made available for Teams?
Visit the Microsoft Teams developer platform for information about available APIs and SDKs.
Will you support third-party development opportunities in Teams?
Yes, app integration is one of the key benefits of adopting Teams. We currently support third-party bots, connectors,
and extensions in Teams. In addition, we have a large ecosystem of add-ins available in the Microsoft Teams app
store.
Is Teams available in Office 365 Education?
Teams is available in all Office 365 for Education suite licensing: Education, Education Plus, and Education E5, in
addition to existing Education E3 customers who purchased E3 before it was retired.
Is Teams available in the government community cloud (GCC )?
Yes, Teams is available for the US Government Cloud Community (GCC ). Learn more.
Calling capabilities
What is the plan for Microsoft’s online voice capabilities?
The core of our voice solution is Phone System which is available today. Customers can additionally add a
Microsoft Calling Plan which provides complete support for calling including number acquisition and assignment
directly in Office 365. Customers who want to keep their telecom telephone trunks can use Direct Routing – which
is included as part of Phone System. Mix and match both together as you see fit for your organization’s needs to
have a complete voice solution.
What is the guidance for customers already deployed on Phone System (Cloud PBX ) in Skype for Business
Online?
Calling in Microsoft Teams is ready for all your communication needs. We encourage all Microsoft 365 customers
to start using Teams, independently of or in parallel with Skype for Business.
What is the guidance for customers using Enterprise Voice today who want to move to Teams and use calling
capabilities?
Customers interested in bringing their own telephone service to Teams can now do so with the general availability
of Direct Routing. Direct Routing and Calling Plans are the two choices for dial tone in Microsoft Teams.
Meeting capabilities
Is Audio Conferencing coverage in Teams different in Skype for Business?
There will be no change in the coverage for Audio Conferencing as a result of its availability in Teams. The coverage
of 90+ countries and 400+ cities we have today will continue to persist in both products. For the current list, see
Are third-party audio conferencing providers (ACP) supported in Teams?
There are no plans to support third-party audio conferencing providers (ACP ) in Teams. We believe the best audio
conferencing experience for customers using Teams and Skype for Business will be to use our Audio Conferencing
services in Office 365. Customers who need to leverage ACP support in Skype for Business meetings can continue
to use their Skype for Business client to join Skype for Business meetings. Meetings scheduled in Teams will need
to utilize the Audio Conferencing services of Office 365.
Support for the integration of third-party party Audio Conferencing Providers (ACP )into Skype for Business
Online has been extended to July 31, 2021, with limited support for remaining active tenants to allow additional
time for transition. This is an update in the ACP timeline announced in April 2018.
What’s the plan for video interoperability support for Teams meetings?
Meeting room devices are critical to our vision for the modern workplace. Cloud video interoperability services to
support Teams meetings with existing VTC systems are available through our partners Pexip, Polycom, and Blue
Jeans.
Will the latest generation of Skype Room Systems v2 support meetings in Teams?
We rebranded Skype Room Systems to Microsoft Teams Rooms which fully supports Microsoft Teams meetings
and offer an easy migration path from Skype for Business to Teams by just enabling Teams on the device.
In addition to the ability for users to identify nearby Microsoft Teams Rooms with proximity detection, Teams
meetings can be joined with a single-click, dual screen support, Microsoft Whiteboard and we continue to bring
innovative features like content camera with intelligent capture.
Will Skype Room Systems v1 be updated to support Teams meetings?
Lync Room System (LRS ) devices with Skype Room System Version 1 (SRS v1) software has reached end of
support on October 9, 2018. This means Skype Room Systems v1 software will no longer get any product updates
or fixes anymore. Customers with Lync Room System devices using Skype Room System v1 software are advised
to upgrade their devices to Microsoft Teams Rooms. Learn more.
Management capabilities
What are the management experiences for Teams?
Like the Skype for Business Admin Console, the Microsoft Teams admin center within the Microsoft 365 admin
center is the single place to administer new Teams experiences. With this portal, administrators can create custom
presence, chat, app, meeting, and voice policies and assign those policies to Teams users.
Device compatibility
Can I use Teams on Surface Hub?
Teams meetings is now available on Surface Hub with Calling and Meetings experiences. For more information, see
Deploy Microsoft Teams for Surface Hub.
Will current third-party IP (3PIP) phones continue to work with Microsoft Teams? And if so, how long?
After the Skype for Business Online retirement date of July 31, 2021, users with 3PIP devices who have been
migrated over to Teams only will be able to continue using their 3PIP devices with a limited set of functionalities
until July 31, 2023.
Will certified Skype for Business online phones work with Teams?
For questions related to phone compatibility, read Certified Skype for Business Online Phones and what this means
for Teams.
Migration and interoperability guidance for
organizations using Teams together with Skype for
Business
TIP
Watch the following session to learn about Coexistence and Interoperability
As an organization with Skype for Business starts to adopt Teams, administrators can manage the user
experience in their organization using the concept of coexistence "mode" which is a property of
TeamsUpgradePolicy. Using mode, administrators manage interop and migration as they manage the transition
from Skype for Business to Teams. A user's mode determines in which client incoming chats and calls land as well
as in what service (Teams or Skype for Business) new meetings are scheduled. It also governs what functionality
is available in the Teams client.
Fundamental concepts
1. Interop : 1 to 1 communication between a Lync/Skype for Business user and a Teams user.
2. Federation : Communication between users from different tenants.
3. All Teams users have an underlying Skype for Business account that is “homed” either online or on-
premises:
Users already using Skype for Business Online use their existing online account.
Users already using Skype for Business/Lync on-premises use their existing on-premises account.
Users for whom we cannot detect an existing Skype for Business account will have a Skype for
Business Online account automatically provisioned when the Teams user is created.
4. If you have an on-premises deployment of either Skype for Business or Lync, and you want those users to
be Teams users, you must at a minimum ensure that Azure AD Connect is syncing the msRTCSIP -
DeploymentLocator attribute into AAD, so that Teams/Skype for Business Online properly detects your
on-premises environment. Furthermore, to move any users to Teams-only mode (i.e., upgrade a user), you
must first configure Skype for Business hybrid mode. For more details, see Configure Azure AD Connect
for Skype for Business and Teams.
5. Interop between Teams and Skype for Business users is only possible if the Teams user is homed online in
Skype for Business. The recipient Skype for Business user can be homed either on-premises (and requires
configuring Skype for Business Hybrid) or online. Users who are homed in Skype for Business on-
premises can use Teams in Islands mode (defined later in this doc), but they cannot use Teams to interop
or federate with other users who are using Skype for Business.
6. Upgrade and interop behavior are determined based on Coexistence mode of a user, described later below.
Mode is managed by TeamsUpgradePolicy.
7. Upgrading a user to the TeamsOnly mode ensures that all incoming chats and calls will always land in the
user's Teams client, regardless of what client it originated from. These users will also schedule all new
meetings in Teams. To be in TeamsOnly mode, a user must be homed online in Skype for Business. This is
required to ensure interop, federation, and full administration of the Teams user.To upgrade a user to
TeamsOnly:
If the user is homed in Skype for Business online (or never had any Skype account), grant them
TeamsUpgradePolicy with Mode=TeamsOnly using the "UpgradeToTeams" instance using PowerShell,
or use the Teams Admin Center to select the TeamsOnly mode.
If the user is homed on-premises, use Move-CsUser from the on-premises admin tools to first move the
user to Skype for Business Online. If you have Skype for Business Server 2019 or CU8 for Skype for
Business Server 2015, you can specify the -MoveToTeams switch in Move-CsUser to move the user
directly to Teams as part of the move online. This option will also migrate the user's meetings to Teams.
If -MoveToTeams is not specified or not available, then after Move-CsUser completes, assign TeamsOnly
mode to that user using either PowerShell or the Teams Admin Center. For more details see Move
users between on-premises and cloud. For more details on meeting migration, see Using the Meeting
Migration Service (MMS ).
8. To use Microsoft Phone System with Teams, users must be in TeamsOnly mode (i.e., homed in Skype for
Business Online and upgraded to Teams), and they must either be configured for Microsoft Phone System
Direct Routing (which allows you to use Phone System with your own SIP trunks and SBC ) or have an
Office 365 Calling Plan. Microsoft Phone System Direct Routing is not supported in Islands mode.
9. Scheduling Teams meetings with Audio Conferencing (dial-in or dial-out via PSTN ) is available regardless
of whether the user is homed in Skype for Business Online or Skype for Business on-premises.
Coexistence modes
Interop and migration are managed based on “coexistence mode” using TeamsUpgradePolicy. Co-existence
modes provide a simple, predictable experience for end users as organizations transition from Skype for Business
to Teams. For an organization moving to Teams, the TeamsOnly mode is the final destination for each user,
though not all users need to be assigned TeamsOnly (or any mode) at the same time. Prior to users reaching
TeamsOnly mode, organizations can use any of the Skype for Business modes (SfBOnly, SfBWithTeamsCollab,
SfBWithTeamsCollabAndMeetings) to ensure predictable communication between users who are TeamsOnly and
those who aren’t yet.
From a technical perspective, a user’s mode governs several aspects of the user's experience:
Incoming routing: In which client (Teams or Skype for Business) do incoming chats and calls land?
Presence publishing: Is the user's presence that is shown to other users based on their activity in Teams or
Skype for Business?
Meeting scheduling: Which service is used for scheduling new meetings and ensuring that the proper add-in is
present in Outlook? Note that TeamsUpgradePolicy does not govern meeting join. Users can always join any
meeting, whether it be a Skype for Business meeting or a Teams meeting.
Client experience: What functionality is available in Teams and/or Skype for Business client? Can users initiate
calls and chats in Teams, Skype for Business or both? Is Teams & Channels experience available?
For more details on routing and presence behavior based on mode, see Coexistence with Skype for Business.
However, from an experience perspective, mode can more simply be described as defining the experience for:
Chat and Calling: Which client does a user use?
Meeting Scheduling: Do users schedule new meetings as Teams or Skype for Business meetings?
Availability of collaboration functionality in Teams client. Is Teams & Channels and Files functionality
available while users still have Skype for Business?
The modes are listed below.
MEETING
MODE CALLING AND CHAT SCHEDULING 1 TEAMS & CHANNELS USE CASE
TeamsOnly2 Teams Teams Yes The final state of

Requires home in being upgraded. Also
Skype for Business the default for new
Online tenants with <500
seats.
Islands Either Either Yes Default configuration.

Allows a single user
to evaluate both
clients side by side.
Chats and calls can
land in either client,
so users must always
run both clients. To
avoid a confusing or
regressed Skype for
Business experience,
external (federated)
communications,
PSTN voice services
and voice
applications, Office
integration, and
several other
integrations continue
to be handled by
Skype for Business.
SfBWithTeamsCollabA Skype for Business Teams Yes "Meetings First".

ndMeetings2 Primarily for on-
premises
organizations to
benefit from Teams
meeting functionality,
if they are not yet
ready to move calling
to the cloud.
SfBWithTeamsCollab Skype for Business Skype for Business Yes Alternate starting
point for complex
organizations that
need tighter
administrative
control.
SfBOnly Skype for Business Skype for Business No3 Specialized scenario
for organizations with
strict requirements
around data control.
Teams is used only to
join meetings
scheduled by others.
Notes:
1
1 The ability to join an existing meeting (whether
scheduled in Teams or in Skype for Business) is not governed by
mode. By default, users can always join any meeting they have been invited to.
2 By default, when assigning eitherTeamsOnly or SfbWithTeamsCollabAndMeetings to an individual user, any
existing Skype for Business meetings scheduled by that user for the future are converted to Teams meetings. If
desired, you can leave these meetings as Skype for Business meetings either by specifying
-MigrateMeetingsToTeams $false when granting TeamsUpgradePolicy, or by unselecting the checkbox in the
Teams Admin portal. Note that the ability to convert meetings from Skype for Business to Teams is not avaialble
when granting TeamsUpgradePolicy on a tenant-wide basis.
3 Currently, Teams does not have the ability to disable the Teams and Channels functionality so this remains
enabled for now.
TeamsUpgradePolicy: managing migration and co-existence

TeamsUpgradePolicy exposes two key properties: Mode and NotifySfbUsers.
ALLOWED VALUES
PARAMETER TYPE (DEFAULT IN ITALICS) DESCRIPTION
Mode Enum Islands Indicates the mode the

TeamsOnly client should run in.
SfBOnly
SfBWithTeamsCollab
SfBWithTeamsCollabAndMe
etings
NotifySfbUsers Bool False or true Indicates whether to show a

banner in the Skype for
Business client informing the
user that Teams will soon
replace Skype for Business.
This cannot be true if
Mode=TeamsOnly.
Teams provides all relevant instances of TeamsUpgradePolicy via built-in, read-only policies. Therefore, only Get
and Grant cmdlets are available. The built-in instances are listed below.
IDENTITY MODE NOTIFYSFBUSERS
Islands Islands False
IslandsWithNotify Islands True
SfBOnly SfBOnly False
SfBOnlyWithNotify SfBOnly True
SfBWithTeamsCollab SfBWithTeamsCollab False
SfBWithTeamsCollabWithNotify SfBWithTeamsCollab True
SfBWithTeamsCollabAndMeetings SfBWithTeamsCollabAndMeetings False

IDENTITY MODE NOTIFYSFBUSERS
SfBWithTeamsCollabAndMeetingsWith SfBWithTeamsCollabAndMeetings True

Notify
UpgradeToTeams TeamsOnly False
Global Islands False

Default
These policy instances can be granted either to individual users or on a tenant-wide basis. For example:
To upgrade a user ($SipAddress) to Teams, grant the “UpgradeToTeams” instance:
Grant-CsTeamsUpgradePolicy -PolicyName UpgradeToTeams -Identity $SipAddress
To upgrade the entire tenant, omit the identity parameter from the grant command:
Grant-CsTeamsUpgradePolicy -PolicyName UpgradeToTeams
Federation Considerations
Federation from Teams to another user using Skype for Business requires the Teams user be homed online in
Skype for Business. Eventually, Teams users homed in Skype for Business on-premises will be able to federate
with Teams only users.
TeamsUpgradePolicy governs routing for incoming federated chats and calls. Federated routing behavior is the
same as for same-tenant scenarios, except in Islands mode. When recipients are in Islands mode:
Chats and calls initiated from Teams land in SfB if the recipient is in a federated tenant.
Chats and calls initiated from Teams land in Teams if the recipient is in the same tenant.
Chats and calls initiated from SfB always land in Skype for Business.
For more details, see Coexistence with Skype for Business.
The Teams client user experience when using SfB modes

When a user is in any of the Skype for Business modes (SfBOnly, SfBWithTeamsCollab,
SfBWithTeamsCollabAndMeetings), all incoming chats and calls are routed to the user’s Skype for Business
client. To avoid end user confusion and ensure proper routing, calling and chat functionality in the Teams client is
automatically disabled when a user is in any of the Skype for Business modes. Similarly, meeting scheduling in
Teams is automatically disabled when users are in the SfBOnly or SfBWithTeamsCollab modes, and automatically
enabled when a user is in the SfBWithTeamsCollabAndMeetings mode. For details, see Teams client experience
and conformance to coexistence modes.
NOTE
Prior to delivery of the automatic enforcement of Teams and Channels, the SfbOnly and SfBWithTeamsCollab modes
behave the same.
Detailed mode descriptions

MODE EXPLANATION
Islands A user runs both Skype for Business and Teams side-by-side.
(default) This user:
Can initiate chats and VoIP calls in either Skype for
Business or Teams client. Note: Users with Skype for
Business homed on-premises cannot initiate from
Teams to reach another Skype for Business user,
regardless of the recipient's mode.
Receives chats & VoIP calls initiated in Skype for
Business by another user in their Skype for Business
client.
Receives chats & VoIP calls initiated in Teams by
another user in their Teams client if they are in the
same tenant.
Receives chats & VoIP calls initiated in Teams by
another user in their Skype for Business client if they
are in a federated tenant.
Has PSTN functionality as noted below:
When the user is homed in Skype for Business
on-premises and has Enterprise Voice, PSTN
calls are always initiated and received in Skype
for Business.
When the user is homed on Skype for Business
Online and has Microsoft Phone System, the
user always initiates and receives PSTN calls in
Skype for Business:
This happens regardless of whether the
user has a Microsoft Calling Plan, or
connects to the PSTN network via
either Skype for Business Cloud
Connector Edition or an on-premises
deployment of Skype for Business
Server (hybrid voice).
Note: Microsoft Teams Phone
System Direct Routing is not
supported in Islands mode.
Receives Microsoft Call Queues and Auto-Attendant
calls in Skype for Business.
Can schedule meetings in Teams or Skype for Business
(and will see both plug-ins by default).
Can join any Skype for Business or Teams meeting;
the meeting will open in the respective client.
MODE EXPLANATION
SfBOnly A user runs only Skype for Business. This user:

Can initiate chats and calls from Skype for Business
only.
Receives any chat/call in their Skype for Business
client, regardless of where initiated, unless the initiator
is a Teams user with Skype for Business homed on-
premises.*
Can schedule only Skype for Business meetings, but
can join Skype for Business or Teams meetings.
*Using Islands mode with on-premises users is not
recommended in combination with other users in
SfBOnly mode. If a Teams user with Skype for
Business homed on-premises initiates a call or chat
to an SfBOnly user, the SfBOnly user is not reachable
and receives a missed chat/call email.
SfBWithTeamsCollab A user runs both Skype for Business and Teams side-by-side.
This user:
Has the functionality of a user in SfBOnly mode.
Has Teams enabled only for group collaboration
(Channels); chat/calling/meeting scheduling are
disabled.
SfBWithTeamsCollab A user runs both Skype for Business and Teams side-by-side.
AndMeetings This user:
Has the chat and calling functionality of user in
SfBOnly mode.
Has Teams enabled for group collaboration (channels
- includes channel conversations); chat and calling are
disabled.
Can schedule only Teams meetings, but can join Skype
for Business or Teams meetings.
TeamsOnly A user runs only Teams. This user:

(requires SfB Online home) Receives any chats and calls in their Teams client,
regardless of where initiated.
Can initiate chats and calls from Teams only.
Can schedule meetings in Teams only, but can join
Skype for Business or Teams meetings.
Can continue to use Skype for Business IP phones.
Using TeamsOnly mode in combination with other

users in Islands mode is not recommended until
Teams adoption is saturated, i.e. all Islands mode
users actively use and monitor both the Teams and
Skype for Business clients. If a TeamsOnly user
initiates a call or chat to an Islands user, that call or
chat will land in the Islands user’s Teams client; if the
Islands user does not use or monitor Teams, that
user will appear offline and will not be reachable by
the TeamsOnly user.
Related topics
Teams client experience and conformance to coexistence modes
Get-CsTeamsUpgradePolicy
Grant-CsTeamsUpgradePolicy
Get-CsTeamsUpgradeConfiguration
Set-CsTeamsUpgradeConfiguration
Using the Meeting Migration Service (MMS )
Coexistence and interoperability between Skype for Business and Teams clients and users is defined by
TeamsUpgrade modes, described in Migration and interoperability guidance for organizations using Teams
together with Skype for Business.
Any given user will always be assigned a TeamsUpgrade mode, either by default or explicitly by the administrator.
The default value is Islands. Users upgraded to Teams have the mode of TeamsOnly. SfBOnly,
SfBWithTeamsCollab, and SfBWithTeamsCollabAndMeetings are also possible modes.
Routing parameters
The TeamsUpgrade mode of the recipient is key in determining the behavior of chats, calls, and presence, both
within a tenant and across federated tenants.
If the sender is using Teams, the routing decision is made when creating a new conversation thread. Existing
conversation threads in Teams always retain the routing method determined when the thread was created: Teams
supports persistent threads.
Thread routing methods are:
native for a Teams to Teams conversation in-tenant
interop for a Teams to Skype for business conversation in-tenant
federated for a federated conversation across tenants
The parameters that determine the thread routing method are:
The TeamsUpgrade mode of the recipient
The client used by the sender
Whether the conversation is new, or part of an existing thread
Whether the conversation is in-tenant or federated
Whether the conversation is possible
In-tenant interoperability requires that the tenant is either pure online or Skype for Business hybrid.
Purely on-premises tenants can't have in-tenant interoperability.
Cross-tenant federation always requires proper Skype for Business federation configuration as well as
proper Teams federation configuration from both tenants. Skype for Business hybrid is not required of
either tenant.
If the Skype for Business account of the originator is homed on-premises, that user can't use the Teams
client for in-tenant interoperability or for federation. That user can only use the Skype for Business client
for interoperability and federation.
Teams to Teams communication is always possible in-tenant.
NOTE
Currently, all federation involving Teams leverages the Skype for Business federation pipeline as well as Teams – Skype for
Business interoperability. We are planning native Teams – Teams federation. The present document will be updated upon
release of native federation.
Chat and call routing
In-tenant routing for new chats or calls
The tables below capture routing of in-tenant chat and calls, and are valid for new calls or chats that are not
started from a pre-existing thread. It describes which client will receive a new call or chat, if originated by a user
on the left, to an in-tenant recipient user on the right.
Messages sent to TeamsOnly users will always route to Teams. Messages sent to SfB* users will always route to
Skype for Business, if the conversation is possible as described above. Messages sent to Islands users will always
route to the same client from which they were sent.
The tables below show which client in a given mode will receive a call from the originator (three leftmost
columns), depending on the originator’s mode, client chosen, and where their Skype for Business client is homed
(on-prem or online).
In the tables that follow:
SfB* represents any of the following modes: SfBOnly, SfBWithTeamsCollab,
SfBWithTeamsCollabAndMeetings.
Italic text highlights an interop conversation.
Not Possible represents a situation in which the chat or call is not possible. The originator must use Skype
for Business instead in these cases. This is one of the reasons why Microsoft’s prescriptive guidance to on-
prem/hybrid customers is to use a mode other than Islands (typically SfBWithTeamsCollab) as the starting
point of their upgrade journey to Teams.
Table 1a: in-tenant new chat or call routing to an islands mode recipient
ORIGINATOR RECIPIENT
MODE CLIENT SFB HOMED ISLANDS
Islands Teams Online │ Teams

Skype for Business Online │ Skype for Business
Teams On-prem │ Teams
Skype for Business On-prem │ Skype for Business
SfB* Skype for Business Online │ Skype for Business

TeamsOnly Teams Online │ Teams
Table 1b: in-tenant new chat or call routing to a recipient in an SfB* mode
MODE CLIENT SFB HOMED SFB*
Islands Teams Online │ Skype for Business

Teams On-prem │ Not Possible

TeamsOnly Teams Online │ Skype for Business
Table 1c: in-tenant new chat or call routing to a TeamsOnly mode recipient
MODE CLIENT SFB HOMED TEAMSONLY

Skype for Business Online │ Teams
Teams On-prem │ Teams
Skype for Business On-prem │ Teams
SfB* Skype for Business Online │ Teams

Federated routing for new chats or calls

The tables below capture routing of federated calls and chats, and are valid for new calls or chats. They describe
which client will receive a new call or chat, if originated by a user on the left, to a federated target user on the right.
In summary, if the conversation is possible as described above, messages sent to TeamsOnly users will always
land in Teams; messages sent to SfB* users will always land in Skype for Business; messages sent to Islands users
will always land in Skype for Business regardless of the client from which they were sent. Routing for federated
chats and calls differs from in-tenant routing in that Islands users will always receive a federated communication
in Skype for Business.
This is because we cannot assume that a federated Skype for Business partner already uses Teams if they are in
Islands mode. Islands is the default mode, however we can't assume all Islands users run Teams. By routing to
Skype for Business we ensure that no communication to an Islands user fails. If we routed to Teams, that
communication could be missed if the target did not use Teams. Routing to Skype for Business ensures the
message will always be received.
NOTE
Current implementation of Teams federation is based upon Skype for Business federation, therefore it leverages the
interoperability infrastructure (which requires the tenant of the originator to be either pure online or Skype for Business
hybrid) and provides a reduced set of capabilities compared to a native thread. We expect to provide native Teams to Teams
federation in the future, at which point the thread will be native and provide full capabilities.
The tables below describe which client will receive a call from the originator (three leftmost columns), depending
on the originator’s mode, client chosen, and where their Skype for Business client is homed (on-prem or online).
Table 2a: federated new chat or call routing to an Islands recipient
MODE CLIENT SFB HOMED ISLANDS


Table 2b: federated new chat or call routing to a recipient in an SfB* mode


Table 2c: federated new chat or call routing to a TeamsOnly mode recipient
MODE CLIENT SFB HOMED TEAMSONLY

Skype for Business Online │ Teams
SfB* Skype for Business Online │ Teams

Chats and calls from pre-existing threads

From Teams
Calls or chats started from a pre-existing persistent thread in Teams will be routed in the same manner as that
thread, if that routing option is still available.
If the pre-existing persistent thread in Teams was a native thread (i.e. routed to Teams), additional chat messages
and calls from that thread will go to Teams. If it was an interop thread (i.e. routed to Skype for Business),
additional chat messages and calls will go to Skype for Business (again assuming routing options are available).
NOTE
It's possible for pre-existing threads in Teams to no longer be routable, such as when the thread was an interop thread to a
user that is now upgraded to Teams. Since it was created as an interop thread, the thread would route to Skype for Business,
but that user no longer can use Skype for Business for chat and calling. In that case, the thread will be disabled and not
permit further communication.
From Skype for Business

Skype for Business threads do not persist beyond the 10 min. SIP session timeout. Chats and calls from an
existing thread in Skype for Business prior to expiration of the SIP session will be routed in the same manner as
the thread. Calls and chats from an existing thread in Skype for Business beyond the SIP session timeout will be
routed to the remote party’s Skype for Business, regardless of which client the original thread came from on the
other party’s side.
Availability
Both the in-tenant and federated behaviors described above are available, with the following limitations:
External attendees whose tenants reside in a different GoLocal deployment or geography won’t see IM chat
while in a "federated" meeting
Federation and interop between Multitenant O365 and Sovereign Clouds is not supported
Presence
When you have a situation where some of your users are using the Teams client and others are still using the
Skype for Business client, you may have a number of users who are using both clients. You still want presence
states to be shared with all users without regard to what client an individual user has. When this is shared across
the organization, users can better determine whether it's appropriate to initiate a chat or make a call.
For example, if an originator’s chat or call should land on the target’s Skype for Business client, then it’s the Skype
for Business client’s presence that should be shown to the originator. If it should land on the target’s Teams client,
then it’s the Teams client’s presence that should be shown.
In order to know what behavior to expect, you'll need to understand that Presence is shared based on a user’s
coexistence mode:
If a user is in TeamsOnly mode, then any other user (whether in Teams or Skype for Business) will see that
TeamsOnly user’s Teams presence
If a user is in any of the SfB* modes (SfbOnly, SfbWithTeamsCollab, SfbWithTeamsCollabAndMeetings), then
any other user (whether in Teams or Skype for Business) will see that SfB* user’s Skype for Business presence
If a user is in Islands (or Legacy) mode, presence in Teams and presence in Skype for Business are independent
(the values need not match) and other users will see one or the other presence of the Islands user, depending
on whether they are in the same tenant or in a federated tenant and which client they use
From Teams, any other user within the same tenant will see the Islands user’s Teams presence; this is
aligned with the in-tenant routing table above
From Teams, any other user in a federated tenant will see the Islands user’s Skype for Business
presence; this is aligned with the federated routing table above
From Skype for Business, any other user will see the Islands user’s Skype for Business presence (both
in-tenant and federated); this is aligned with the routing tables above
In-tenant presence
Messages sent to TeamsOnly users will always land in Teams. Messages sent to SfB* users will always land in
Skype for Business, if the conversation is possible as described above. Messages sent to Islands users will always
land in the client from which they were originated.
The table describes the Publisher’s presence that will be seen by a Watcher, depending on the mode of the
Publisher and the client of the Watcher (for a new thread).
Table 3: in-tenant presence (new thread)
WATCHER PUBLISHER
CLIENT ISLANDS SFB* TEAMS ONLY
Skype for Business │ Skype for Business Skype for Business Teams
Teams │ Teams Skype for Business Teams
Federated presence
Federated presence is based upon the federated reachability shown in table 2.
The table below describes the Publisher’s presence that will be seen by a Watcher, depending on the mode of the
Publisher and the client of the Watcher (for a new thread). In practice the client of the Watcher makes no
difference in federation at this stage.
Table 4: federated presence (new thread)
WATCHER PUBLISHER
CLIENT ISLANDS SFB* TEAMS ONLY
Skype for Business │ Skype for Business Skype for Business Teams
Teams │ Skype for Business Skype for Business Teams
Presence in pre-existing threads

In order to align presence and reachability in pre-existing threads, the target’s presence exposed in that thread
needs to be aligned with the routing of the thread, assuming routing is possible.
In particular, if a recipient you previously had a persistent interop conversation thread with was upgraded to
Teams, that thread will no longer reflect accurate presence and will no longer be routable. You should start a new
thread.
Related Links
Video: Manage Coexistence and Interoperability between SfB and Teams
Teams client experience and conformance to coexistence

modes
NOTE
This page describes important, recently released changes in the behavior of Teams client when users are in any of the Skype
for Business coexistence modes (SfBOnly, SfBWithTeamsCollab, SfBWithTeamsCollabAndMeetings).
The purpose of the Skype for Business coexistence modes (SfBOnly, SfBWithTeamsCollab,
SfBWithTeamsCollabAndMeetings) is to provide a simple, predictable experience for end users as organizations
transition from Skype for Business to Teams. For an organization moving to Teams, the Teams Only mode is the
final destination for each user, though not all users need to be assigned Teams Only (or any other mode) at the
same time. Prior to users reaching TeamsOnly mode, organizations can use any of the Skype for Business
coexistence modes to ensure predictable communication between users who are Teams Only and those who
aren’t yet.
When a user is in any of the Skype for Business modes, all incoming chats and calls are routed to the user’s Skype
for Business client. To avoid end user confusion and ensure proper routing, calling and chat functionality in the
Teams client is disabled when a user is in any of the Skype for Business modes. Similarly, meeting scheduling in
Teams is explicitly disabled when users are in the SfBOnly or SfBWithTeamsCollab modes, and explicitly enabled
when a user is in the SfBWithTeamsCollabAndMeetings mode.
Because presence is an indication of reachability through chat and calling, when chat and calling are disabled, self-
presence in Teams (that is, the display of one’s own presence in the Teams client in the user’s picture) is also
hidden.
How the available functionality in Teams client changes based on mode

The available functionality in Teams depends on the user's coexistence mode, as set by TeamsUpgradePolicy. The
following table summarizes the behavior:
USER'S EFFECTIVE MODE EXPERIENCE IN TEAMS CLIENT
Any Skype for Business mode Calling, Chat, and self-presence are disabled.
SfBWithTeamsCollabAndMeetings Meeting scheduling is available
SfBWithTeamsCollab or SfBOnly1 Meeting scheduling is not available
The following screenshots illustrate the difference between Teams Only or Islands mode and all other modes.
Note that the chat and calling icons are available by default with Teams Only or Islands mode (left screenshot),
but not with the other modes (right screenshot):
In addition, self presence is not available in the other modes, as shown here.
Note: 1 At this time, SfBwithTeamsCollab and SfBOnly behave the same, but the intent is for SfBOnly mode to
also disable Channels and Files functionality in Teams. In the interim, Channels can be hidden using the App
Permissions policy.
Impact of Mode on other policy settings

As described above, a user's coexistence mode impact's what functionality is available in the user's Teams client.
This means that the value of mode can take precedence over the value of other policy settings, depending on the
mode. Specifically, coexistence mode impacts whether the following policy settings are honored:
MODALITY (APP) POLICY.SETTING
Chat TeamsMessagingPolicy.AllowUserChat
Calling TeamsCallingPolicy.AllowPrivateCalling
Meeting scheduling TeamsMeetingPolicy.AllowPrivateMeetingScheduling

TeamsMeetingPolicy.AllowChannelMeetingScheduling
Administrators need not explicitly set these policy settings when using co-existence mode, but it's important to
understand that these settings effectively behave as follows for a given mode.
ALLOWPRIVATECALLIN ALLOWPRIVATEMEETIN ALLOWCHANNELMEETI

MODE ALLOWUSERCHAT G GSCHEDULING NGSCHEDULING
TeamsOnly or Islands Enabled Enabled Enabled Enabled
SfBWithTeamsCollabA Disabled Disabled Enabled Enabled

ndMeetings
SfBWithTeamsCollab Disabled Disabled Disabled Disabled

or SfBOnly
When using PowerShell, the Grant-CsTeamsUpgradePolicy cmdlet checks the configuration of the corresponding
settings in TeamsMessagingPolicy, TeamsCallingPolicy, and TeamsMeetingPolicy to determine if those settings
would be superceded by TeamsUpgradePolicy and if so, an informational message is provided in PowerShell. As
noted above, is no longer necessary to set these other policy settings. The following is an example of what the
PowerShell warning looks like:
Grant-CsTeamsUpgradePolicy -Identity user1@contoso.com -PolicyName SfBWithTeamsCollab
WARNING: The user 'user1@contoso.com' currently has enabled values for: AllowUserChat, AllowPrivateCalling,
AllowPrivateMeetingScheduling, AllowChannelMeetingScheduling, however these values will be ignored. This is
because you are granting this user TeamsUpgradePolicy with mode=SfBWithTeamsCollab, which causes the Teams
client to behave as if they are disabled.
Related topics
Shifts for Teams
Teams for Healthcare
Teams for Education
Teams for Retail
Teams for Government

Teams templates are pre-built definitions of a team's structure designed around a business need or project. You
can use Teams templates to quickly create rich collaboration spaces with channels for different topics and
preinstall apps to pull in mission-critical content and services. Teams templates provide a predefined team
structure that can help you easily create consistent teams across your organization.
In this article, we'll explain the properties that can be defined in templates, what base template types are, and how
you can use a few sample requests to create a team from a template.
This article is for you if you're:
Responsible for planning, deploying, and managing multiple teams across your organization
A developer wanting to programmatically create a team with predefined channels and apps
Teams template capabilities

Most properties in a team are included and supported by templates. But there are a few properties and features
that are not currently supported. The following table provides a quick summary of what's included and what's not
included in Teams templates.
TEAM PROPERTIES SUPPORTED BY TEAMS TEMPLATES TEAM PROPERTIES NOT YET SUPPORTED BY TEAMS TEMPLATES
Base template type Team membership
Team name Team picture
Team description Channel settings
Team visibility (public or private) Connectors
Team settings (for example, member, guest, @ mentions) Files and content
Auto-favorite channel
Installed app
Pinned tabs
NOTE
We'll be adding more template capabilities in future releases of Microsoft Teams, so check back for the most up-to-date
information on supported properties.
What are base template types?

Base template types are special templates that Microsoft created for specific industries. These base templates
often contain proprietary apps that aren't available in the store and team properties that are not yet supported
individually in Teams templates.
Once a base template type is defined, you can extend or override these special templates with additional
properties that you'd like to specify. But some base template types contain properties that can't be overridden.
By default the base template is set to Standard which doesn't contain any additional proprietary apps or special
properties. Below is the current list of base template types available.
PROPERTIES THAT COME WITH THIS BASE

BASE TEMPLATE TYPE BASETEMPLATEID TEMPLATE
Standard https://graph.microsoft.com/beta/ No additional apps and properties

teamsTemplates('standard')
Education - https://graph.microsoft.com/beta/ Apps:

Class Team teamsTemplates('educationClass') OneNote Class Notebook
(pinned to the General tab)
Assignments app (pinned to the
General tab)
Team properties:
Team visibility set to
HiddenMembership (cannot
be overridden)

Staff Team teamsTemplates('educationStaff') OneNote Staff Notebook
(pinned to the General tab)

PLC team OneNote PLC Notebook (pinned
teamsTemplates('educationProfessionalLearningCommunity')
to the General tab)
Retail - https://graph.microsoft.com/beta/ Channels:

Store teamsTemplates('retailStore') Shift handoff
Learning
Team properties
Team visibility set to Public
Member permissions
Prevent members from creating,
updating, or removing channels
Prevent members from adding
or removing apps
updating, or removing
connectors
Retail - https://graph.microsoft.com/beta/ Channels:

Manager collaboration Shift handoff
teamsTemplates('retailManagerCollaboration')
Learning
Team properties:
Team visibility set to Private
Member permissions:
updating, or removing channels
Prevent members from adding
or removing apps
updating, or removing
connectors
Healthcare - https://graph.microsoft.com/beta/ Channels:

Ward teamsTemplates('healthcareWard') Announcements*
Huddles*
Rounds
Staffing*
Training*
*Auto-favorited channels
Healthcare - https://graph.microsoft.com/beta/ Channels:

Hospital teamsTemplates('healthcareHospital') Announcements*
Compliance*
Custodial
Human Resources
Pharmacy
*Auto-favorited channel
NOTE
We'll be adding more base template types in future releases of Microsoft Teams, so check back for the most up-to-date
information on supported properties.
Related topics
Create team (in preview )
New -Team
Admin training for Microsoft Teams
Get started with Teams templates for Healthcare organizations
Teams gives Firstline Workers in your organization the tools they need to communicate and collaborate effectively and do their
best work. Here you'll find the admin guidance you need to set up and manage Shifts, the schedule management tool, in Teams.
Move from StaffHub to Shifts in Teams
Learn about StaffHub retirement and the transition to Shifts in Teams
Plan to move your StaffHub teams to Shifts in Teams
Move your StaffHub teams to Shifts in Teams

Set up and manage Shifts
Manage Shifts in your organization
Shifts Help for Firstline Workers

Effective October 1, 2019, Microsoft StaffHub will be retired. We're building StaffHub capabilities into Microsoft
Teams. Today, Teams includes the Shifts app for schedule management and additional capabilities will roll out over
time.
These changes are part of our continued efforts to empower every employee with Microsoft 365. With
capabilities for Firstline Workers now in Teams, every employee in your organization will be able to use Teams to
streamline their workday, collaborate with coworkers, and access information and expertise to help them do their
best work.
Frequently asked questions

About StaffHub retirement
When will StaffHub be retired?
Starting the middle of April 2019, Microsoft StaffHub will no longer be available for new tenants and you will no
longer be able to access the app from the Office 365 app launcher in existing tenants. Current users will still be
able to use the service until October 1, 2019, however no additional features will be made available.
What will happen once StaffHub is retired?
Microsoft StaffHub will stop working for all users on October 1, 2019. Anyone who tries to open the app will be
shown a message directing them to download Teams. If the user has an active license that includes Teams and the
organization has taken the appropriate steps to enable Teams, their data and core functionality from StaffHub will
be available to them upon their transition to Teams.
Between April 2019 and October 2019, StaffHub users will receive in-app notifications encouraging them to use
Teams.
Will Teams offer all the functionality currently offered in StaffHub?
In January 2019, Teams began offering Shifts which was previously available in Microsoft StaffHub. This feature
allows managers to plan and distribute shift schedules, and team members the opportunity to review their
schedule and make schedule change requests from their mobile devices. To learn more, see Manage the Shifts app
for your organization in Teams.
We’re committed to delivering a superior user experience and bringing the unique capabilities of StaffHub to
Teams. For more information on which features will be made available in Teams, see Firstline Worker features
coming soon to Teams.
What do I need to do to prepare for this change?
To learn how to prepare for the transition from StaffHub to Shifts in Teams, go to Prepare to move your StaffHub
teams to Shifts.
Why can't users in my organization access their StaffHub team from Shifts in Teams?
Teams that were created with StaffHub can only be viewed and managed in StaffHub. After a StaffHub team is
moved to Teams, users will be able to view their schedules in Shifts. We encourage you to communicate this
change early and familiarize existing users with Teams.
About Shifts
What is Shifts?
The Shifts app in Teams is a schedule management tool that keeps Firstline Workers connected and in sync.
Managers create, update, and manage shift schedules for teams, and team members can view their schedules, see
who else is scheduled for the day, request to swap or offer a shift, and request time off, all from their mobile
devices.
Which plans is Shifts available in?
Shifts is available as part of Teams in the following plans without any additional cost:
Office 365 Enterprise F1, E1, E3, E5
Office 365 for Education
Microsoft 365 F1, E1, E3, E5
For more information, see Availability of Shifts.
How do I get Shifts?
If you're already on a plan that includes Shifts, you can start using Shifts today as part of Teams. Check out Get
started in Shifts.
Which devices or platforms is Shifts available on?
Shifts is available on the Teams web client, Teams desktop client, and Teams mobile clients (iOS and Android).
Are there differences between the Shifts desktop and web apps and the mobile (iOS and Android) apps?
For managers, the desktop and web apps are optimized to create teams, add members, build and publish
schedules, and share content with the team. Managers generally use the mobile app to approve requests, send
quick messages to the team, call a team member, and collaborate on the go.
For team members, the mobile app is optimized to view their schedule, see who they're working with on a day,
clock in and out, set availability, request time off, swap or offer shifts and open shifts. There are differences in what
users can do in the desktop and web apps versus the mobile apps. We're working on feature parity.
Are there differences between the Shifts iOS app and the Android app?
Core functionality is the same between the Shifts iOS and Android apps. There are minor UI differences between
the two apps to align to their recommended design patterns.
What browsers does Shifts work on?
Shifts works on all the browsers that Teams supports which includes the latest versions of Microsoft Edge,
Internet Explorer, Google Chrome, and Mozilla Firefox. For more information, see Get clients for Teams.
What languages does Shifts support?
Shifts is available in the following languages: Chinese-Simplified, English (U.S.), Spanish, Russian, Japanese,
French, Brazilian-Portuguese, German, Korean, Italian, Chinese-Traditional, Dutch, Turkish, Swedish, Danish, and
Norwegian. We plan to add support for additional languages in the future.
Where is Shifts data stored?
Shifts data is stored in Azure in data centers in North America and Western Europe. SharePoint content leverages
Office 365 Groups and uses the same storage and support.
For more information, see Location of Shifts data.
Where can I learn more about Shifts?
For product information, go to https://products.office.com/microsoft-teams/staff-scheduling-software.
For admin guidance, see Manage the Shifts app for your organization in Teams
For end-user help, go to Shifts Help for Firstline Workers.
Switch from StaffHub to Shifts in Teams
What licenses do I need for Teams?
Each user must have an active Microsoft 365 or Office 365 license from an eligible plan and must be assigned a
Teams license. For more information, see Move your StaffHub teams to Shifts in Teams.
How do I move my organization's StaffHub teams to Teams?
For detailed guidance on how to make the transition from StaffHub to Teams, see Move your Microsoft StaffHub
teams to Shifts in Teams.
How do I enable Teams in my organization?
By default, Teams is enabled for all organizations. You assign Teams licenses to users to control individual access
to Teams. For more information, see Enable Teams in your organization and Manage user access to Teams.
What if I currently have Skype for Business enabled in my organization but not Teams?
Teams supports coexistence with Skype for Business. For more information, see Understand Teams and Skype for
Business coexistence and interoperability and Migration and interoperability guidance for organizations using
Teams together with Skype for Business.
Does each user need to have an Office 365 account or Azure Active Directory (Azure AD) account?
Yes, each manager and team member using Teams and Shifts within Teams must have an Office 365 account
(Azure AD ) and must be assigned a valid license.
In StaffHub, I could add a special prefix to all Office 365 Groups that were created by StaffHub teams. Can I do the same in Teams?
You won't have the same capability when you move from StaffHub to Teams. If you need to apply name
consistency to all your Office 365 Groups, you can use Office 365 Groups naming policy.
Will team names be the same in Teams?
It’s possible the name of a team will be different. Team names in Teams use the Office 365 Group name. If the
StaffHub team name is different from the name of the corresponding Office 365 Group, you’ll see a different
name when you switch over to Teams.
What happens to team membership when a StaffHub team is moved to Teams?
Team membership is maintained when a StaffHub team is moved to Teams. Phone numbers of team members
won't be displayed in Shifts. If the StaffHub phone number matches the phone number in Azure AD it will be
stored in Azure AD for that user account.
We encourage you to review your existing team rosters on StaffHub and where possible align phone numbers to
relevant Azure AD identities.
What happens to StaffHub team members who aren't provisioned or whose status is inactive?
The user's schedule will be moved to Shifts, however, the user won't be a member of the team or an Office 365
Group.
For inactive accounts that aren't linked to an Azure AD user account, a manager can ensure the user is added as a
member of the team by adding a valid Office 365 email address on the StaffHub team members page so that the
user is linked to the correct Azure AD account in their organization.
Another option is for admins to run the Add-StaffHubMember and Remove-StaffHubUser cmdlets to remove
a non-provisioned account from a StaffHub team and add the user back to the team with their UPN.
We recommend that you ensure all users in your organization are covered with an appropriate license to minimize
disruption and access to services.
What happens to chats in StaffHub?
To help transition users, we plan to migrate data chat history in StaffHub to Teams. The amount of chat history
that will be available in Teams depends on how soon you configure your organization for the transition. We
recommend taking action no later than June 30, 2019 to provide enough time to transition 90 days of data by
October 1, 2019.
Ensure that Office 365 Group creation is enabled in the Microsoft 365 admin center before the transition begins,
as this is essential to us being able to move your StaffHub chat data into Teams. Failure to turn on this service by
June 30, 2019, will result in a later migration date or less chat data being copied over.
What happens to files that have been uploaded to StaffHub?
You can move the files that your teams need from StaffHub to Teams. The files you move are stored in the General
folder of the team site in SharePoint Online. In Teams, users can access the files from the Files tab in the General
channel of the team. To learn more, see Move your Microsoft StaffHub teams to Shifts in Teams.
Can I export shift schedules from Shifts?
You can export shift schedule information to an Excel file from the Shifts desktop and web apps. You can then
import this information to your organization's systems and tools.
How can I recover a schedule if I accidentally deleted a team?
Deleting a schedule is linked to deleting a team. If you recover a team, the schedule isn't recovered.
What powers the file sharing capability in Teams? Where are files stored?
The file sharing capability, the ability for a manager to distribute files to team members, is powered on the back
end by SharePoint Online. When a team is created, an Office 365 Group is automatically provisioned for that
team in the background.
To learn more, see How SharePoint Online and OneDrive for Business interact with Teams.
Is there integration between Shifts and the Outlook calendar? Can I export a schedule to a calendar?
Firstline Workers can see their entire work schedule at a glance in Shifts. We'll be supporting native integration
with Outlook calendar as part of our roadmap. In the meantime, use Microsoft Flow to set up integration with
Shifts in Teams and Outlook and Google calendars.
Do I need to train users on how to use Shifts if they're already familiar with StaffHub?
No additional training is required. They can use Shifts in a similar way to how they used StaffHub.
What admin controls are available to manage whether users in my organization can use Shifts?
You can turn on or turn off Shifts org-wide for all users in your organization. In the Microsoft Teams admin center,
you can also use the Firstline Worker app setup policy to customize Teams for your Firstline Workforce. The policy
is configured with the Activity, Shifts, Chat, and Calling apps. Assigning the policy pins these apps to the app bar
in Teams for quick and easy access by users.
To learn more, see Manage the Shifts app for your organization in Teams.
What PowerShell controls are available for Teams?
You manage Teams through the Microsoft Teams PowerShell module and the Skype for Business PowerShell
module. For more information, see Teams PowerShell Overview. At this time, there are no specific PowerShell
cmdlets available to manage Shifts.
If this is something you're interested in, send us a request through the Teams feedback portal on UserVoice.
What will happen with the StaffHub API which is currently in private preview?
If you have built any integrations with the StaffHub APIs, these APIs will be deprecated. We released Microsoft
Graph APIs to support integrations with your human resources, payroll, or workforce management solutions. To
learn more, see Use the Microsoft Graph API to work with Teams.
Is reporting available to view Shifts usage across my organization?
Because Shifts is an app in Teams, you can view usage through Teams reports. For more information, check out
Teams reporting in the Microsoft Teams admin center and Teams activity reports in the Microsoft 365 admin
center.
Where can I provide feedback?
In the mobile app, tap More in the upper left of the screen, go to Settings > Send feedback or Report an issue.
Similarly, in the desktop and web apps, in the lower left of the screen, go Help > Share an idea or Report an
issue.
IMPORTANT
Effective October 1, 2019, Microsoft StaffHub will be retired. We’re building StaffHub capabilities into Microsoft Teams. Today,
Teams includes the Shifts app for schedule management and additional capabilities will roll out over time. StaffHub will stop
working for all users on October 1, 2019. Anyone who tries to open StaffHub will be shown a message directing them to
download Teams. To learn more, see Microsoft StaffHub to be retired.
Use the steps in this article to install and connect to the Microsoft StaffHub PowerShell module. You'll need this to
manage StaffHub by using PowerShell and to move your StaffHub teams to Microsoft Teams.

1. Open Windows PowerShell 3.0 or later as an admin. To do this, click Start, type Windows PowerShell,
right-click Windows PowerShell, and then select Run as administrator.
NOTE
To get the latest version of Windows PowerShell, see Installing Windows PowerShell.
2. Run the following to install the current stable version of the StaffHub PowerShell module:
Install-Module -Name MicrosoftStaffHub
You can run this command only if you need to install the latest version, which may have more instabilities
than the current stable version: Install-Module -Name MicrosoftStaffHub -AllowPrerelease
NOTE
If you receive an error during the installation of the latest version with more instabilities, you can run:
Install-Module PowershellGet -Force
3. You may see the warning message:
Untrusted repository - You are installing the modules from an untrusted repository. If you trust this
repository, change its InstallationPolicy value by running the Set-PSRepository cmdlet. Are you sure you
want to install the modules from 'PSGallery'?
Type Y and click Enter .

4. Exit Windows PowerShell.
Connect to the Microsoft StaffHub PowerShell module

1. Run the following:
Connect-StaffHub
2. When you're prompted, log in as a global admin.
Related topics
Microsoft StaffHub PowerShell reference
Move your Microsoft StaffHub teams to Shifts in Teams
Run a report to show active StaffHub usage
IMPORTANT
Use the steps in this article to run a report to get a list of active StaffHub users in your organization. This
information may come in handy when you prepare to move your StaffHub teams to Microsoft Teams. From the
report, you'll know who you need to include in your communications when you make the switch from StaffHub to
Teams.
You need to have Azure AD Premium to perform the steps in this article.
1. Sign in to the Azure portal.
2. In the left pane, click the Azure Active Directory resource.
3. Under Monitoring, click Sign-ins.
4. Under Application, type Microsoft StaffHub.
5. Set the date range that you want for the report, and then click Apply.
Related topics
Move your Microsoft StaffHub teams to Shifts in Microsoft Teams
Plan to move your StaffHub teams to Shifts in
Microsoft Teams
IMPORTANT
Making the transition from StaffHub to Teams begins when you start planning for the change. To help ensure your
move to Teams is successful, we've created a sample timeline that demonstrates a typical transition plan. The
sample timeline outlines planning activities to prepare for the move and takes you through to moving your
organization's StaffHub teams to Teams.
Use the timeline as guidance for planning your move from StaffHub to Teams and customize it according to the
needs of your organization. Be sure to review the resources linked to the steps in the timeline.
Prepare to move your StaffHub teams to Teams

STEP GUIDANCE RESOURCE
1 Prepare and identify stakeholders
2 Review the documentation on the StaffHub to be retired

transition from StaffHub to Teams and
Teams onboarding Move your StaffHub teams to Shifts in
Teams
Get started with Teams
3 Enable Office 365 Groups for your Office 365 Groups and Teams
organization
4 Make sure prerequisites are met Check that prerequisites are met
5 Assign Teams licenses to StaffHub users Assign Teams licenses

in your organization
Manage user access to Teams
6 Install the StaffHub PowerShell module Install the StaffHub PowerShell module
7 Determine timeline and identify Run a report to show active StaffHub

StaffHub users for the move to Teams usage
8 Identify StaffHub users who don't have Link an Azure AD account for StaffHub
an Azure AD account (shows as team members who don't have one
"inactive" in StaffHub) and link an
account for them
9 Create training content for users that's Prepare a user readiness plan for Teams
tailored for your organization
10 Communicate to StaffHub users about

the transition to Shifts in Teams
11 Install Teams clients Get clients for Teams
12 Assign the FirstLineWorker app setup Assign the FirstlineWorker app setup
policy to users (or create and assign a policy to users
custom app setup policy) to pin the
Shifts app to Teams clients
13 Train users on how to use Shifts and Onboard users to Teams

Teams
Shifts Help documentation
14 Review your list of StaffHub teams to

make sure that all users on those teams
should be moved to Teams. Remove
users who shouldn't be on the schedule.
Move your organization's StaffHub teams to Teams

1 Identify a pilot team and move one Move a StaffHub team

team
2 Validate the pilot team and identify any

move issues. Update training
documentation as needed.
3 Identify additional pilot teams and Move your StaffHub teams

move five to ten teams
4 Identify remaining StaffHub teams and Move your StaffHub teams

move them in a phased approach
5 Continue to provide support for Shifts

and Teams
6 If self-service password reset is enabled, Run a report for self-service password

run a report for supporting logon reset setup
issues in Teams
Move your Microsoft StaffHub teams to Shifts in
Microsoft Teams
IMPORTANT
Effective October 1, 2019, Microsoft StaffHub will be retired. We’re building StaffHub capabilities into Microsoft Teams.
Today, Teams includes the Shifts app for schedule management and additional capabilities will roll out over time. StaffHub
will stop working for all users on October 1, 2019. Anyone who tries to open StaffHub will be shown a message directing
them to download Teams. To learn more, see Microsoft StaffHub to be retired.
The Shifts app in Teams provides a simple approach to managing schedules and the constant flow of shift swaps
and cancellations that occur on a daily basis. Team members can access their schedule and shift information
directly in the app and across their devices to set their preferences, manage their schedules, and request time off.
This article walks you through how to move your organization’s StaffHub teams and schedule data to Shifts in
Teams. It covers:
What you need to know about the move to Teams
Prepare
Conduct a pilot
Go beyond your pilot and move all StaffHub teams
Monitor Teams usage
Troubleshooting
Whether you’re a small business with one or two StaffHub teams or a large enterprise with hundreds of StaffHub
teams, here you’ll find the admin guidance you need to help make your transition to Teams successful.
You must be a global admin to perform the steps in this article. If you haven't already done so, have a look
through the StaffHub retirement FAQ to get answers to any questions you may have.
What you need to know about the move to Teams

When to move to Teams
Effective October 1, 2019, StaffHub will be retired. We encourage you to start using Teams today and begin to
transition your organization's teams and users from StaffHub. With schedule management being the most
commonly-used feature in StaffHub, we recommend you use the Shifts app in Teams moving forward.
What is moved to Teams
When you move a StaffHub team, team membership, user details, team schedules, and chat data are moved to
Teams. Files aren't moved when you move a StaffHub team. If a StaffHub team contains files that you also want
to move to teams, you move the files in a separate step.
Every StaffHub team needs a corresponding Office 365 Group. If a StaffHub team doesn't have an Office 365
Group associated with it, one is automatically created for you to support the transition. Given the difference in
team and group naming between Teams and StaffHub, you may see a different team name in Teams.
As you transition teams from StaffHub to Teams, users will no longer have access to their schedules in StaffHub
and are redirected to Shifts in Teams. We recommend you communicate this change across your organization to
minimize disruption and to encourage users to adopt and explore Teams. If you have Azure AD Premium, you
can run a report to get a list of StaffHub users in your organization who need to know about this change.
There's no rollback option after you move a StaffHub team to Teams.
User experience when you move a team
There's minimal downtime (less than a second, if any at all) for users when their team is switched from StaffHub
to Shifts in Teams. Users can continue using StaffHub until the move to Teams is completed. When the move is
completed, team members will see a message to let them know that they need to start using Shifts in Teams to
access their team schedule. Here's an example of the message that users see in StaffHub after the StaffHub team
is moved to Teams.
Prepare
Here's how to prepare for the move to Teams.
Check that prerequisites are met
Before you move a StaffHub team to Teams, make sure that:
The signed-in user is a global admin.
Teams is enabled for all users in the tenant.
Office 365 Groups creation is enabled in the tenant.
The StaffHub teamId is valid.
The StaffHub team contains members.
All StaffHub team members are linked to an Azure AD account.
If these prerequisites aren't met, the move request will fail.
Assign Teams licenses
Each user must have an active Microsoft 365 or Office 365 license from an eligible plan and must be assigned a
Teams license. Assigning a Teams license to users gives them access to Teams.
You manage Teams licenses in the Microsoft 365 admin center. To learn more, see Manage user access to Teams.
NOTE
If your organization uses Skype for Business and you’re not ready to move all your users to Teams, you can enable Teams
for your Firstline Workers who can then run Teams alongside Skype for Business. In this coexistence mode, called Islands,
each client app operates as a separate solution. To learn more, see Understand Teams and Skype for Business coexistence
and interoperability.
Install the StaffHub PowerShell module

If you haven't already, install the StaffHub PowerShell module.
Link an Azure AD account for StaffHub team members who don't have one
Each StaffHub team member must be linked to an Azure Active Directory (Azure AD ) account. Users in your
organization won't be linked to an Azure AD account if any of the following scenarios apply:
A team owner added a user who doesn't have an Azure AD account.
A team owner invited a user to a StaffHub team and that user didn't accept the invitation.
You can link an Azure AD account for these users. Here's how.
Get a list of all users on StaffHub teams that have team members that aren't linked to an Azure AD account
Run the following:
$StaffHubTeams = Get-StaffHubTeamsForTenant
$StaffHubTeams[0] = $StaffHubTeams[0] | Where-Object { $_.ManagedBy -eq 'StaffHub' }
foreach($team in $StaffHubTeams[0]) {Get-StaffHubMember -TeamId $team.Id | where {$_.Email -eq $null -or
$_.State -eq "Invited"}}
Link the account

Do one of the following:
Convert and link the account.
StaffHub team owners and managers can convert an inactive account and link it to an Azure AD account
in StaffHub by changing the user's email address to a valid UPN on the StaffHub team settings page.
Remove the unlinked account and then re-add the account by using the UPN.
1. Run the Remove-StaffHubMember cmdlet to remove the non-provisioned account from the StaffHub
team.
2. Run the Add-StaffHubMember cmdlet to add the account back to the StaffHub team by using the
UPN.
Remove the unlinked user account. Use this option the user account is no longer needed.
Assign the FirstlineWorker app setup policy to users
Teams includes a built-in FirstlineWorker app setup policy that you can use to customize Teams to highlight the
apps that are most important for the Firstline Workers in your organization. When you assign this policy to users,
the apps in the policy are pinned to the app bar in Teams for quick and easy access. Other apps added to Teams
can be found in the app bar by clicking ... More apps in the Teams desktop and web clients and by swiping up in
the Teams mobile client. By default, the FirstlineWorker app setup policy includes the Activity, Shifts, Chat, and
Calling apps.
For steps on how to assign the FirstlineWorker app setup policy to users, see Use the FirstlineWorker app setup
policy to pin Shifts to Teams. After you assign a policy, it can take up to 24 hours to take effect.
We recommend you complete this step at least a week before you move your StaffHub teams and users to
Teams. When users are on Teams, confirm that they can see and access the Shifts app.
You can also create custom app setup policies and edit the settings in the global app setup policy. To learn more,
check out Manage app setup policies in Teams.
Onboard users to Teams
As part of your onboarding strategy, provide training and guidance for users to help them get familiar with
Teams. Share the following resources with users so they know where to get Teams clients, training, and support:
Teams web client
Desktop and mobile client download links
For guidance on deploying Teams and driving Teams adoption, see How to roll out Teams and Adopt Teams.
Conduct a pilot
We recommend you start by moving two or three StaffHub teams for a select group of early adopters. Running a
pilot helps you refine your transition plan and ensure you're ready to move all your organization's StaffHub
teams to Teams. It also identifies champions who can help drive adoption across your organization. If you're a
small business who doesn't need a phased approach, the steps in this section may be all you need to make the
switch from StaffHub to Teams.
Identify pilot teams
Reach out to identify two or three pilot teams. All team members should commit to using Shifts in Teams to
manage their schedules and communicate and collaborate with each other.
Identify team champions
Identify champions across pilot teams and enlist them to help evangelize Shifts. Team champions are passionate
about what they do, sharing their own learnings to offer support and guidance to team members. Team
champions can be team owners or managers.
Team champions should ensure team members are set up by dedicating time for everyone to get Teams clients,
sign in to Teams and check out their schedules in Shifts, and start chatting with each other. Users who are already
familiar with StaffHub will be up and running quickly in Shifts. You can also point them to Shifts Help for
additional help.
Move a StaffHub team
Use these steps to move one StaffHub team at a time. We recommend this approach for your pilot teams. Later,
when you're ready to move all your organization's StaffHub teams, see Move your StaffHub teams for steps on
how move multiple teams at a time.
Run the following to move a StaffHub team.
Move-StaffHubTeam -TeamId <String>
Example:
Move-StaffHubTeam -TeamId "TEAM_4bbc03af-c764-497f-a8a5-1c0708475e5f"
Here's an example of the response you get when you submit a request to move a StaffHub team to Teams.
jobId teamId
teamAlreadyInMicrosofteams
--------------------------------------- ---------------------------------------- ------------------
---------
JOB_81b1f191-3e19-45ce-ab32-3ef51f100000 TEAM_4bbc03af-c764-497f-a8a5-1c0708475e5f false
To check the status of a move request, run the following.
Get-TeamMigrationJobStatus <String>
Example:
Get-TeamMigrationJobStatus -JobId "JOB_81b1f191-3e19-45ce-ab32-3ef51f100000"
Here's an example of the response you get when a move is in progress.
jobId status teamId

isO365GroupCreated Error
---------------------------------------- ---------- ---------------------------------------- -------
----------- -----
JOB_81b1f191-3e19-45ce-ab32-3ef51f100000 inProgress TEAM_4bbc03af-c764-497f-a8a5-1c0708475e5f true
none
Move files from a StaffHub team to Teams

This step only applies if the StaffHub team that you moved to Teams has files that you want to also move to
Teams. You can move files directly in SharePoint Online or by using PowerShell.
In SharePoint Online
See How to move files in SharePoint Online.
Using PowerShell
Download and install the SharePoint Online Management Shell, if you haven't already. It contains the cmdlets
you need to move files.
Use the Connect-PnPOnline cmdlet to connect to the SharePoint Online team site.
Connect-PnPOnline -Url https://<sharepoint URL>/sites/<Group Name>
For each file that you want to move from StaffHub to Teams, use the Move-PnPFile cmdlet to move the file.
Move-PnPFile -ServerRelativeUrl "/sites/<Group Name>/Shared Documents/<File Name>" -TargetUrl "/sites/<Group

Name>/Shared Documents/General/<File Name>"
To move multiple files, loop over the files and run the second command on the loop. You don't need to repeat the
first command if the session remains active.
Go beyond your pilot and move all StaffHub teams

Raise awareness
When you're ready to go beyond your pilot teams and move your organization's StaffHub teams to Teams, it's
important to first communicate the change across your organization. Spread the word about Shifts and the
transition to Teams to raise awareness, generate excitement, and drive adoption.
Move your StaffHub teams
Use these steps to move StaffHub teams in bulk. You can choose to move all your organization's StaffHub teams
or move specific StaffHub teams. If you want to move StaffHub teams one at a time, see Move a StaffHub team.
Move all StaffHub teams
Run the following to get a list of all StaffHub teams in your organization.
$StaffHubTeams = Get-StaffHubTeamsForTenant
$StaffHubTeams[0] | Where-Object { $_.ManagedBy -eq ‘StaffHub’ }
Then, run the following to move all teams.
foreach ($team in $StaffHubTeams[0]) {Move-StaffHubTeam -TeamId $team.Id}
Here's an example of the response.

For any team that was already moved to Teams or already exists in Teams, the jobId will be "null" as a job doesn't
need to be submitted to move that team.
jobId teamId
teamAlreadyInMicrosofteams
---------------------------------------- ----------------------------------------- ------------------
--------
null TEAM_4bbc03af-c764-497f-a8a5-1c0708475e5f true
JOB_81b1f191-3e19-45ce-ab32-3ef51f100000 TEAM_81b1f191-3e19-45ce-ab32-3ef51f100000 false
Move specific StaffHub teams

Run the following to get a list of all StaffHub team Ids in your organization.
Get-StaffHubTeamsForTenant -ManagedBy "Staffhub"
In the results returned by the Get-StaffHubteamsForTenant cmdlet you ran earlier, select the Team Ids you want to
move, and then add them to a comma-separated values (CSV ) file.
Here's an example of how the CSV file should be formatted.
ID
TEAM_4bbc03af-c764-497f-a8a5-1c0708475e5f
TEAM_81b1f191-3e19-45ce-ab32-3ef51f100000
TEAM_b42d0fa2-0fc9-408b-85ff-c14a26700000
TEAM_b42d0fa2-0fc9-408b-85ff-c14a26700000
After you create the CSV file, run the following to move the teams you specified in the CSV file.
$StaffHubTeams = Import-Csv .\teams.csv

foreach ($team in $StaffHubTeams[0]) {Move-StaffHubTeam -TeamId $team.Id}
Confirm that your StaffHub teams have moved to Teams

Run the following to get a list of all teams in Shifts in your organization.
Get-StaffHubTeamsForTenant -ManagedBy "Teams"

Move files from your StaffHub teams to Teams
If the StaffHub teams that you moved contain files that you also want to move to Teams, see Move files from a
StaffHub team to Teams.
Monitor Teams usage

Usage reports can help you better understand usage patterns and give you insights on where to prioritize
training and communication efforts across your organization. You can run reports that show you overall Teams
usage, the types of activities that users perform in Teams, how users connect to Teams, and more. For more
information, see Teams reporting in the Microsoft Teams admin center and Teams activity reports in the
Microsoft 365 admin center.
Troubleshooting
When you try to move files from StaffHub to Teams, you get a "Permission denied" error message.
This may occur if you're trying to move files in a private Office 365 group that you're not a member of. If this is
the case, use the AddStaffHubMember cmdlet to add yourself to the StaffHub team, and then move the files.
After you move the files, use the Remove-StaffHubMember cmdlet to remove yourself from the team.
When you try to move files from StaffHub to Teams, you get an error that says the General folder
doesn't exist.
Run the following command to add the General folder to SharePoint, and then try again:
Add-PnPFolder -Name General -Folder 'Shared Documents'
Related topics
How to roll out Microsoft Teams
Manage the Shifts app for your organization in Microsoft Teams
StaffHub PowerShell reference
Manage the Shifts app for your organization in
Microsoft Teams
IMPORTANT
Effective October 1, 2019, Microsoft StaffHub will be retired. We’re building StaffHub capabilities into Microsoft Teams.
Today, Teams includes the Shifts app for schedule management and additional capabilities will roll out over time. StaffHub
will stop working for all users on October 1, 2019. Anyone who tries to open StaffHub will be shown a message directing
them to download Teams. To learn more, see Microsoft StaffHub to be retired.
Overview of Shifts
The Shifts app in Microsoft Teams keeps Firstline Workers connected and in sync. It's built mobile first for fast and
effective time management and communication for teams. Shifts lets Firstline Workers and their managers use
their mobile devices to manage schedules and keep in touch.
Managers create, update, and manage shift schedules for teams. They can send messages to one person
("there's a spill on the floor") or the entire team ("the regional GM is arriving in 20 minutes"). They can also
send policy documents, news bulletins, and videos.
Employees view their upcoming shifts, can see who else is scheduled for the day, request to swap or offer a
shift, and request time off.
It's important to know that Shifts currently doesn't support guest users. This means that guests on a team can't be
added to or use shift schedules when Guest access is turned on in Teams.
Availability of Shifts
Shifts is available in all Office 365 subscriptions that include Teams, with a couple of exceptions. The exceptions
are US Government Cloud Community (GCC ) and Teams free. Shifts isn't available in Office 365 US Government
or Teams free offerings.
To learn more about licensing for Teams, including a list of Office 365 subscriptions that includes Teams, see
Office 365 licensing for Teams.
Location of Shifts data

Shifts data is currently stored in Azure in data centers in North America, Western Europe, and Asia Pacific. For
more information about where data is stored, see Where is my data?
Set up Shifts
Enable or disable Shifts in your organization
Shifts is enabled by default for all Teams users in your organization. You can turn off or turn on the app org-wide
by using org-wide settings in app permission policies in the Microsoft Teams admin center.
1. In the left navigation of the Microsoft Teams admin center, go to Teams apps > Permission policies .
2. Click Org-wide settings.
3. In the Org-wide settings panel, under Blocked apps, do one of the following:
To turn off Shifts for your organization, search for the Shifts app, and click Add to add it to the blocked
apps list.
To turn on Shifts for your organization, remove the Shifts app from the blocked apps list.
4. Click Save.
Enable or disable Shifts for specific users in your organization
To allow or block specific users in your organization from using Shifts, make sure Shifts is turned on for your
organization in org-wide settings, and then create a custom app permission policy and assign it to those users. To
learn more, see Manage app permission policies in Teams.
Use the FirstlineWorker app setup policy to pin Shifts to Teams
App setup policies let you customize Teams to highlight the apps that are most important for users in your
organization. The apps set in a policy are pinned to the app bar—the bar on the side of the Teams desktop client
and at the bottom of the Teams mobile clients—where users can quickly and easily access them.
Teams includes a built-in FirstlineWorker app setup policy that you can assign to Firstline Workers in your
organization. By default, the policy includes the Activity, Shifts, Chat, and Calling apps.
To view the FirstlineWorker policy, in the left navigation of the Microsoft Teams admin center, go to Teams app >
App setup policies.
Assign the FirstlineWorker policy to individual users

2. Next to Assigned policies, choose Edit.
3. Under Teams App Setup policy, select FirstlineWorker, and then choose Save.
Assign the FirstlineWorker app setup policy to users in a group
You can assign the FirstlineWorker app setup policy to users in a group, such as a security group, by connecting to
the Azure Active Directory PowerShell for Graph module and the Skype for Business PowerShell module. For
more information about using PowerShell to manage Teams, see Teams PowerShell Overview.
In this example, we assign the FirstlineWorker app setup policy to all users in the Contoso Firstline Team group.
NOTE
$group = Get-AzureADGroup -SearchString "Contoso Firstline Team"

"User"}
Assign all users in the group to the FirstlineWorker app setup policy.
$members | ForEach-Object { Grant-CsTeamsAppSetupPolicy -PolicyName "FirstlineWorker" -Identity

$_.EmailAddress}
Related topics
Shifts Help for Firstline Workers
Microsoft Teams offers a number of features useful for hospitals and other Healthcare organizations. Teams
features are under development to aid hospitals with:
Care Coordination and collaboration
Secure Messaging
Telehealth
Electronic Healthcare Record (EHR ) integration
Firstline Worker system integration
This is in addition to foundational capabilities of Microsoft Teams like meetings/calling, and messaging.
Care Coordination - Microsoft Teams Patients app

Microsoft Teams now has a care coordination solution specific to healthcare organizations to help them provide
the best patient care. The crux of the care coordination solution, the Microsoft Teams Patients app, is a first party
tab app that integrates with electronic health record (EHR ) systems using a Fast Healthcare Interoperability
Resources (FHIR ) interface to bring valuable medical information into Microsoft Teams in context to enable clinical
collaboration and communication.
The care coordination solution can interface with leading Independent Software Vendors (ISVs) that can connect
the Patients app to your EHR systems using existing health data standards like HL7v2 and FHIR. Microsoft
partners with the following industry leaders to establish electronic health record integration with Teams:
Datica (through their CMI offering)
Infor Cloverleaf (through the Infor FHIR Bridge)
Redox (through the R^FHIR server )
Dapasoft (through Corolar on FHIR )
An EHR integration and interop partner trying to implement Microsoft Teams for a healthcare provider
organization needs to provide the Patients app a secure and authenticated connection with the healthcare provider
organization's EHR systems. This enables the one-directional (Read only) flow of the relevant patient records into
to the Patients app. The Patients app understands the FHIR format, so the partner is also responsible for
transforming the aggregated data from various other formats like HL7v2, etc. into FHIR DSTU2 or STU3.
The Patients app integrates with electronic health records (EHR ) systems and enables care providers to
communicate about patient care in real-time within Teams’ secure platform. The Patients app is the first major
investment in the care coordination area which aims to address the following challenges:
Low efficiency in hand-offs and critical communication through the patient experience
Siloed information that creates administrative burdens
Dissatisfaction among clinicians with complex and fragmented collaboration tools
Inefficient in-person care coordination that can burn too much expensive clinical time
Microsoft Teams enables physicians, clinicians, nurses, and other staff to collaborate efficiently by:
Being part of a single virtualized team that works and collaborates on Office documents
Having persistent conversations about different patients needing attention
Using channels with tabs as a way to structure their work, with additional help from tabs to which they can
pin information sources
Using channel meetings with the power of Teams audio, video, screen sharing, recording, and transcription
features to manage daily meetings
Using the Patients app to curate a list of high-risk patients that must be monitored, and pulls their latest
details from the EHR system. The Patients app itself adds the following features to Microsoft Teams:
Ability to create multiple patient lists within a single channel.
Ability to view and sort information displayed about patients through configurable columns.
Ability to auto-provision the app through a team template.
Available on the Teams App for iOS and Android for mobile first healthcare workers as well as Microsoft
Teams web and desktop client.
Support for FHIR DSTU2 and STU3 versions via parsing of conformance statement.
Audit Logs for all view and search actions on its user interface to safeguard PHI per HIPAA guidelines.
The Patients app is built on the Teams extensibility platform and takes advantage of the Tabs framework to display
rich patient content within a channel. To learn more about other Teams apps and the platform itself, please see
Apps for Microsoft Teams.
NOTE
The Patients app is in private preview and the FHIR interface is in beta. Released versions are not expected to be backward
compatible.
See Integrating Electronic Healthcare Records into Microsoft Teams for implementation details,.
Templates
New templates for creating Teams were developed to apply to a Hospital setting, and more are expected soon. This
makes it easier to create Teams that Healthcare workers use to coordinate care for patients in various departments
or wards. See Get started with Teams templates for Healthcare organizations. Teams can be started for internal
departments such as cardiology, or for care wards, and more templates are in development.
Secure Messaging
Secure messaging supports collaboration within care teams, including several new features:
A message sender can set a special priority for their message, so the recipient is repeatedly notified until they
read the message.
A message sender can request a read receipt, so they are notified when a message they sent was read by the
message recipient.
Together, these features allow quicker attention to urgent messages and confidence that the message was received
and read. New care teams using these features can be created on a per-patient basis. These features are policy-
based, and can be assigned to individuals or entire Teams.
See Get started with Secure Messaging policies for Healthcare organizations for further details.
Also related to secure messaging is the ability to have other tenants federated by Healthcare organizations,
allowing richer inter-tenant communication. (see Manage external access (federation) in Microsoft Teams).
Firstline Worker integration

Microsoft Teams integrates with Firstline Worker, which can be used to coordinate shift staffing features and more.
See the following articles:
Move your Microsoft StaffHub teams to Shifts in Microsoft Teams
Manage the Shifts app for your organization in Microsoft Teams
Get started with Teams templates for Healthcare
organizations
Microsoft Teams templates allow you to quickly and easily create teams by providing a predefined template of
settings, channels, and pre-installed apps.
For healthcare organizations, templates can be especially powerful, as they provide structure for users to become
oriented with how to best leverage Teams effectively. Templates also allow administrators to deploy consistent
teams across their organizations. This article is for you if you're responsible for planning, deploying, and managing
multiple teams across your Healthcare organization.
We currently offer two first party healthcare templates that you can leverage for a variety of situations. To learn
more about team templates in general, please see Get started with Teams templates.
Ward template
The ward template is meant for communication and collaboration within a ward, pod, or department. The template
can be used to facilitate patient management, as well as the operational needs of a ward. For example, ward
announcements can be posted in the Announcements channel and shifts can be managed in Staffing. If you’re
looking to streamline your ward operations, then this template is for you.
BASE TEMPLATE TYPE BASETEMPLATEID BASELINE TEMPLATE CHANNELS
Healthcare - Ward https://graph.microsoft.com/beta/ Announcements*

teamsTemplates('healthcareWard') Huddles*
Rounds*
Staffing*
Training*
* Auto-favorited
Hospital template
The hospital template is meant for communication and collaboration between multiple wards, pods, and
departments within a hospital. Included in this template are several operational channels including
Announcements, Custodial, and Pharmacy, but we also provide a script below which extends the template with a
variety of additional department or specialty-centric channels that you can add to, delete from, or edit to your
liking. For example, if you have an Endocrinology department, but don’t need a channel for Ophthalmology, then
the script can be adapted to include an Endocrinology channel and remove the Ophthalmology channel. We
recommend that these specialty or ward-modeled channels not be auto-favorited to avoid notification saturation.
Users generally favorite any channels that they find relevant.

Healthcare - Hospital https://graph.microsoft.com/beta/ Announcements*

teamsTemplates('healthcareHospital') Compliance*
Custodial
Human Resources
Pharmacy
* Auto-favorited
How to use first party templates

To use these templates, simply change the ‘template@odata.bind’ property in the request body from ‘standard’ to
the TemplateIDs above. For more information on how to deploy Teams templates, see the Microsoft Graph article
on creating a Team.
NOTE
The channels in the template will automatically be created under the General Tab.
Example: Hospital template extension script
{
"template@odata.bind": "https://graph.microsoft.com/beta/teamsTemplates('healthcareHospital')",
"DisplayName": "Contoso Hospital",
"Description": "Team for all staff in Contoso Hospital",
"Channels": [
{
"displayName": "Ambulatory",
"IsFavoriteByDefault": false
},
{
"displayName": "Anesthesiology",
},
{
"displayName": "Cardiology",
},
{
"displayName": "CCU",
},
{
"displayName": "Ear, Nose, and Throat",
},
{
"displayName": "Emergency Care",
},
{
"displayName": "Family Medicine",
},
{
"displayName": "Gynecology",
},
{
"displayName": "ICU",
},
{
"displayName": "Mother-Baby",
},
{
"displayName": "Neonatal",
},
{
"displayName": "Neurology",
},
{
"displayName": "Oncology",
},
{
"displayName": "Ophthalmology",
},
{
"displayName": "PACU",
},
{
"displayName": "Psychiatric",
},
{
"displayName": "Radiology",
},
{
"displayName": "Rehabilitation",
},
{
"displayName": "Surgical",
},
{
"displayName": "Urology",
},
{
"displayName": "Women’s Health",
}
],
"Apps": [
{
"Id": "1542629c-01b3-4a6d-8f76-1938b779e48d"
}
]
}
Related topics
Get started with Secure Messaging for Healthcare
organizations
Messaging policies are used to control which chat and channel messaging features are available to users in
Microsoft Teams, and are part of the overall deployment of Secure Messaging for Healthcare organizations like
Hospitals, clinics, or doctor's offices, where having a message picked up and acted upon in a timely manner is
crucial, as is knowing when crucial messages are read.
You can use the default policy or create one or more custom messaging policies for people in your organization.
After you create a policy, you will assign it a user or groups of users in your organization. For example, you may
choose to only allow certain job roles to use these features (perhaps doctors and nurses only) and other workers
(like the janitorial or kitchen staff) to get a more limited set of features. Decide for yourself what needs your
organization has, the guidance here is at most a suggestion.
Policies can be easily managed in the Microsoft Teams admin center by logging in with administrator credentials
and choosing Messaging Policies in the left navigation pane.
To edit the existing default Messaging policy for your organization, click the Global (Org-wide default) row, and
then make your changes. To create a new custom messaging policy, click New policy and select your settings.
Choose Save when you are done.
The following settings are of special interest for Healthcare applications, and should be considered when designing
a custom policy used in the Healthcare field:
Read receipts
Read receipts Read receipts allows the sender of a chat message to know when their message was
read by the recipient in 1:1 and group chats 20 people or less. Use this setting to specify whether read
receipts are user controlled, on for everyone, or off for everyone. Message read receipts are important in
Healthcare organizations because they remove uncertainly about whether a message was read.
For Healthcare applications, choose either User controlled or On for everyone. Be aware that when using
the On for everyone setting, the only way to set receipts for the whole tenant is either to have only one
messaging policy for the whole tenant (the default policy named "Global (Org-wide Default)") or to have all
messaging policies in the tenant use the same settings for receipts. The read receipts feature is most
effective when the feature is enabled to On for everyone.
Usage example without read receipts: Jakob Roth, a high risk patient, is admitted to the hospital. Sofia
Krause is a nurse working as part of the inter-disciplinary team (IDT) of medical workers, including different
specialists, is assigned as the primary care coordinator in charge of this patient. Sofia sends emails and
other instant messages to a groups of nurses and doctors who use a variety of messaging clients and apps,
and often gets no response or indication whether a message was read by team members. Due to tangled
communication processes, Jakob's medication is misapplied and his hospital stay is extended.
Usage example with read receipts: Jakob Roth, a high risk patient, is admitted to the hospital. Sofia Krause
is a nurse working as part of the inter-disciplinary team (IDT) of medical workers, including different
specialists, is assigned as the primary care coordinator in charge of this patient. Sofia starts a group chat
with a set of doctors and other nurses who will be working with the patient to coordinate care and starts an
emergency triage. The nurses and doctors communicate and collaborate over the patient's care plan
throughout the care coordination process. Important and urgent messages are sent through 1:1 and group
chat conversations. Sofia uses the read receipts functionality to determine if messages sent requesting
support are delivered and read by the targeted physicians or nurses. Jakob's patient outcomes are near-
optimal and he goes home sooner because his care team communicates smoothly.
Priority notifications
For a limited time, unlimited Priority Notifications in Microsoft Teams will be made available for all customers. This
promotion will run from June 2019 until December 31, 2019 and during this time all Teams users will be able to
send unlimited Priority Notifications. For more information, see Messaging policies licensing.
Users can send priority notifications A user can mark a message as "Urgent" when sending chat
messages to other users. This feature helps hospital staff alert one another when a critical incident requires
their attention. Unlike regular “important” messages, priority notifications notify users every two minutes
for up to 20 minutes or until the message is picked up and read by the recipient, maximizing the likelihood
that the message is acted upon in a timely manner.
An admin can enable or disable the ability for users assigned this policy to send priority notifications. This
feature is on by default. The recipient of the priority message might not have the same messaging policy,
and will not have an option to disable receiving priority messages. For Healthcare applications, we
recommend enabling the feature for at least some users, but you'll need to determine which ones.
Usage Example: Sofia Krause is readmitting a high-risk patient, Jakob Roth. Manuela Carstens, a physician,
is the primary care doctor for this patient. Sofia sends a message to Manuela using a priority notification
asking for immediate help with triage of Jakob. Manuela's phone receives the message but Manuela didn't
feel the phone vibration and does not reply. Teams re-notifies Manuela and will continue to persistently re-
notify until she reads the message. If read receipts are also enabled, Sofia can be aware that the message
was read by Manuela, even before Manuela decides how to respond.
Related topics
Message delegation
A user can already explicitly set their status to Away or Do not Disturb, and provide custom text. The message
delegation feature works as follows:
1. A user @username mentions another user in part of a text status message, suggesting that while they are
unavailable people who want to contact them instead contact the @username mentioned user.
2. The person who has been assigned as a delegate is notified that they were nominated to be a delegate.
3. Someone trying to contact the first user can then hover over the nominated delegate and easily message the
delegate instead.
This is a user-initiated process in the client, and no Admin involvement is required to enable the feature.
Delegation use scenario in Healthcare

Usage example without setting delegates: Dr. Franco Piccio is on-call at the radiology department. He receives an
urgent personal call and has to step away for the next couple of hours. He asks one of his peers in the radiology
department, Dr. Lena Ehrle, to cover for him while he is gone. He informally hands over his pager to Dr. Ehrle, who
is listening for urgent messages and pings on the pager and responds to them on behalf of Dr. Piccio in addition to
her current responsibilities. Others on the team may not realize the informal delegation happened, and confusion
ensues with a patient's care.
Usage example with setting delegates: Dr. Franco Piccio is on-call at the radiology department. He receives an
urgent personal call and has to step away for the next couple of hours. He asks one of his peers in the radiology
department, Dr. Lena Ehrle to cover for him while he is gone. He changes his custom status message to say
something similar to "I am unavailable for the next few hours. Please contact @DrEhrle for any emergencies."
Others on the team realize the delegation happened as they're attempting to contact Dr. Piccio, so they now know
to contact Dr. Ehrle in the meantime. Little to no confusion ensues with a patient's care.
Impact of co-existence modes on user status in the Teams client

Admins should be aware that status notes and delegation mention behaviors will depend partly on a user’s co-
existence mode. This matrix shows the possibilities:
CO-EXISTENCE MODE EXPECTED BEHAVIOR
TeamsOnly Users can set a note only from Teams.

User’s Teams note is visible in Teams & SfB.
Islands User’s note set in Teams visible only in Teams.

User’s note set in SfB visible only in SfB
SfB* modes Users can set a note only from SfB.

User’s SfB note is visible in SfB & Teams.
A user can only set a note in Teams if their mode is TeamsOnly or Islands.
Displaying notes set in Skype for Business
There is no visual indication that a note was set from Skype for Business.
Skype for Business doesn’t enforce a character limit on status notes. Microsoft Teams will only display the first 280
characters of a note set from Skype for Business. An ellipse (…) at the end of a note indicates truncation.
Skype for Business doesn’t support expiry times for notes.
Migration of notes from Skype for Business to Teams is not supported when a user is upgraded to TeamsOnly
mode.
Related topics
Integrating Electronic Healthcare Records into
Microsoft Teams

To participate in the private preview, see Enroll in the private preview.
This article is intended for a general healthcare IT developer interested in using FHIR APIs on top of a medical
information system to connect to Microsoft Teams. This would enable care coordination scenarios that match the
needs of a healthcare organization.
Linked articles document the FHIR interface specifications for the Microsoft Teams Patients app, and following
sections explain what is required for setting up a FHIR server and connecting to the Patients app in your
development environment or tenant. You will also need to be familiar with the documentation of the FHIR server
you have chosen, which must be one of the supported options:
Datica (through their CMI offering)
Infor Cloverleaf (through the Infor FHIR Bridge)
Redox (through the R^FHIR server )
Dapasoft (through Corolar on FHIR )
NOTE
This process does not includes steps that use the Microsoft Teams admin center or PowerShell cmdlets to enable features.
The configuration is entirely done on the FHIR server/service side and in the Patients app client.
Illustrated below is the architecture of the Patients app:

The following sections explain the requirements of the FHIR -only data access layer for the Patients app that a FHIR
server (or EHR enabled FHIR APIs) must meet in order to integrate with the Patients app, including the following:
Expectations around user authentication
Functional and technical requirements of the integration interface
Expectations around performance and reliability
Expectations around FHIR resources to be supported for the Patients app
Process for integration and the expected engagement model
How to enroll yourself and your customer in the private preview of the Patients app
How to get started with FHIR and some common challenges faced with the Patients app
Future requirements for the next iteration of the Patients app
NOTE
In the following sections, the word "partner" or "Interop partner" is used to refer to any 3rd party Organization that enables
integration to EHR systems for the Patients app through FHIR and is implementing a FHIR Server to match the listed
specifications.
Functional and technical requirements

Authentication
App-level authorization with no support for user level authorization is the more commonly supported way to
perform data transformations and expose connections to EHR data through FHIR, even though the EHR system
might implement user level authorization. The Interop Service (Partner) gets elevated access to the EHR data, and
when they expose the same data as the appropriate FHIR resources there is no authorization context passed on to
the Interop Service Consumer (the Patients app) integrating with the Interop Service or Platform. The Patients app
will not be able to enforce user level authorization, but does support application to application authentication
between the Patients app and the Interop partner’s service.
The Application to Application authentication model is described below:
Service to service authentication should be done through OAuth 2.0 Client Credential flow. The partner service
needs to provide the following:
1. The Partner service enables the Patients app to create an account with the Partner, which enables the Patients
app to generate and own client_id and client_secret, managed via an Auth registration portal on the partner’s
Authentication server.
2. The Partner service owns the Authentication/Authorization system, which accepts and verifies (authenticates)
the client credentials provided and gives back an access token with tenant hint in scope, as described below.
3. For security reasons or in a case of a secret breach, the Patients app can re-generate the secret and invalidate or
delete the old secret (Example of the same is available in Azure Portal - AAD App Registration)
4. The metadata endpoint hosting the conformance statement should be un-authenticated, it should be accessible
without authentication token.
5. The Partner service provides the token endpoint for the Patients app to request an access token using a client
credential flow. The token url as per authorization server should be part of the FHIR conformance (capability)
statement fetched from metadata on the FHIR server as in this example:
{
"resourceType": "CapabilityStatement",
.
.
.
"rest": [
{
"mode": "server",
"security": {
"extension": [
{
"extension": [
{
"url": "token",
"valueUri": "https://login.contoso.com/145f4184-1b0b-41c7-ba24-
b3c1291bfda1/oauth2/token"
},
{
"url": "authorize",
"valueUri": "https://login.contoso.com/145f4184-1b0b-41c7-ba24-
b3c1291bfda1/oauth2/authorize"
}
],
"url": "http://fhir-registry.smarthealthit.org/StructureDefinition/oauth-uris"
}
],
"service": [
{
"coding": [
{
"system": "http://hl7.org/fhir/ValueSet/restful-security-service",
"code": "OAuth"
}
]
}
]
},
.
.
.
}
]
}
A request for an access token consists of the following parameters:

POST /token HTTP/1.1
Host: authorization-server.com
grant-type=client_credentials
&client_id=xxxxxxxxxx
&client_secret=xxxxxxxxxx
The Partner service provides the client_id and client_secret for Patients app, managed via an Auth registration
portal on the partner’s side. The Partner service provides the endpoint to request access token using a client
credential flow. A successful response must include the token_type, access_token and expires_in parameters.
Routing: Mapping AAD Tenant to the Provider endpoint
The Patients app connects to a partner service through a single endpoint. The Partner service owns and maintains
a mechanism to map each Microsoft customer (AAD Tenant ID ) to a respective healthcare Provider (FHIR server)
that the Partner service is working with.
Mapping the AAD tenant to a provider endpoint uses the AAD Tenant ID (GUID ). The Patients app passes the
Tenant ID in scope, while requesting an access-token for each request. The Partner service keeps the mapping of
Tenant ID to Provider endpoint and redirects requests to a provider endpoint based on the Tenant ID. To do this,
the partner supports the configuration on their end (manually or via a portal as part of onboarding of provider
organizations to their Interop Platform).
The Authentication and Routing workflow is shown below:
1. Request for app access token by sending:
{ grant_type: client_credentials,
client_id: xxxxxx,
client_secret: xxxxxx,
scope: {Provider Identifier, Ex: tenant ID}
}
2. Reply with an app token:

{ access_token: {JWT, with scope: tenant ID},
expires_in: 156678,
token_type: "Bearer",
}
3. Request protected data with Access token.

4. Authorization message: Select the appropriate FHIR server to route to from tenant ID in scope
5. Sends the app protected data from the authorized FHIR server after authenticating with the app token.
Interfaces
Specific calls and fields used by the Patients app are documented in the following articles. Select the interface
applicable to your FHIR server/FHIR APIs.
Performance and Reliability

While the Patients app is in private preview, there are no guarantees on the end-to-end performance. Factors in
performance include the relative latencies of all the hops involved in the workflow, starting from the EHR in the
health system's environment, to the Interop partner and their infra, including the FHIR Server and across to the
Office 365 ecosystem and Patients app.
Get started with FHIR

If you're new to FHIR and need easy access to a FHIR Server that you can expose to the Microsoft Teams EHR
integration interface, Microsoft has an open-source FHIR Server available for all developers to use. Please see the
What is FHIR Server for Azure article to learn more about the open source FHIR Server available from Microsoft
and deploy it for your organizations.
You can also use the HSPC Open sandbox EHR environment to create an an EHR which also supports an open
FHIR Server and use this to play around with the Patients app. We recommend that you read through the HSPC
Sandbox documentation. Not only does the sandbox provide an easy, UI oriented, and user friendly way of
creating, adding and editing Patients, it also gives you several samples to get started.
Enroll in the private preview

Once you've created the open source FHIR Server, it's really easy to connect to the Patients app inside of your
tenant by following the steps mentioned below:
1. Contact us with the following initial details:
Your Name
Your Position
The company or organization you represent
Why you are interested in the Patients app for EHR integration
We will get back to you as soon as possible with more questions and guide you through a process to get set
up for the private preview.
2. Ensure that sideloading of custom apps is enabled in the tenant where you are going to try out the Patients
app. Please refer to App permission policies to learn how to turn this on from the Teams Admin center for
your or your customer's tenant.
3. Sideload the Patients app manifest that you will get from Microsoft (after we process your email to us) into
a team in the tenant that is going to be used for care-coordination and patient rounding scenarios. Detailed
instructions around how to side-load an app are in Upload an app package to Microsoft Teams
4. Navigate to the general channel as the Team owner and then click on the Patients tab. You should see a first
run experience that will present two options i.e. EHR Mode and Manual Mode. Please select the EHR mode
and copy the FHIR Server endpoint (that you've just setup earlier with all the required data and resources
per the specifications above) into the Link field and give the connection a name that well represents the
FHIR Server. Click on Connect, and everything should be ready to go.
5. Start using the app to search for Patients from the FHIR Server/EHR and add them to a list and please give
us feedback if something doesn't work. Also, to establish a fully authenticated version of the Patients app ->
FHIR Server flow, please engage in offline dialogue with Microsoft Teams for healthcare product
engineering, through the email request mentioned earlier to clarify requirements and we will help enable
this for you per the Authentication requirements described above in the FHIR Interface document.

Setting up or reconfiguring an FHIR server to work with the Microsoft Teams Patients app requires understanding
what data the app needs to access. The FHIR server must support POST requests using bundles for the following
resources:
Patient
Observation
Condition
Encounter
Allergy intolerance
Coverage
Medication Order
Location
NOTE
The Patient resource is the only mandatory resource (without which the app will not load at all. However, it is recommended
that the Partner implement support for all the above mentioned resources per specifications provided below for the best
end-user experience with the Microsoft Teams Patients App.
Queries from the Microsoft Teams Patients app for more than one resource post a bundle (BATCH) of requests to
the FHIR server's URL. The server processes each request and returns a bundle of the resources matched by each
request. For more information and examples, see https://www.hl7.org/fhir/DSTU2/http.html#transaction.
All the following FHIR resources should be accessible by direct resource reference.
Conformance minimum required field set

The FHIR Server must implement the conformance statement for us to have a factual summary of its capabilities.
We expect the below parameters in a DSTU2 FHIR Server:
1. REST
a. Mode
b. Interaction
c. Resource: Type
d. Security: Extension for OAuth URIs
2. FhirVersion (Our code requires this to understand which version we should pivot to as we support multiple
versions.)
See https://www.hl7.org/fhir/dstu2/conformance.html for other details on this field set.
Patient
These are the minimum required fields, which are a subset of the Argonaut patient profile fields:
1. Name.Family
2. Name.Given
3. Gender
4. BirthDate
5. MRN (Identifier)
In addition to the Argonaut fields, for a great user experience the Patients app also reads the following fields:
1. Name.Use
2. Name.Prefix
3. CareProvider (This reference on the Patient resource should include the display fields shown in the following
example.)
Request:
GET <fhir-server>/Patient/<patient-id>
Response:
{
"resourceType": "Patient",
"id": "<patient-id>",
.
.
.
"name": [
{
"use": "official",
"prefix": [ "Mr" ],
"family": [ "Chau" ],
"given": [ "Hugh" ]
}
],
"identifier": [
{
"use": "official",
"type": {
"coding": [
{
"system": "http://hl7.org/fhir/v2/0203",
"code": "MR"
}
]
},
"value": "1234567"
}
],
"gender": "male",
"birthDate": "1957-06-05",
"careProvider": [{ "display": "Jane Doe" }],
}
A resource search uses the POST method at /Patient/_search and the following parameters:
1. id
2. family:contains=(searches for all patients whose family name contains the value.)
3. given=<substring>
4. name=<substring>
5. birthdate=(exact match)
6. _count (maximum number of results that should be returned)
The response should contain the total count of records returned as a result of the search, and _count will be
used by the PatientsApp to limit the number of records returned.
7. identifier=<mrn>
The goal is to be able to search and filter for a patient by the following:
ID: This is the resource ID that every resource in FHIR has.
MRN: This is the actual identifier for the patient that clinical staff would know. We understand this MRN is
based on the type of identifier inside the identifier resource in FHIR
Name
Birthdate
See the following example of this call.
Request:
POST <fhir-server>/Patient/_search
Request Body:
given=hugh&family=chau
Response:
{
"resourceType": "Bundle",
"id": "<bundle-id>",
.
.
.
"entry": [
{
"resource": {
"name": [
{
"text": "Hugh Chau",
"family": [ "Chau" ],
"given": [ "Hugh" ]
}
],
"gender": "male",
"birthDate": "1957-06-05"
},
"search": {
"mode": "match"
}
}
]
}
See https://www.hl7.org/fhir/DSTU2/Patient.html for other details on this field set.
Observation
These are the minimum required fields, which are a subset of the Argonaut vital signs profile:
1. Effective (date time or period)
2. Code.Coding.Code
3. ValueQuantity.Value
1. Code.Coding.Display
2. ValueQuantity.Unit
If using component observations, the same logic applies for each component observation.
A resource search uses the GET method and the following parameters:
1. patient=<patient id>
2. sort:desc=<field ex. date>
The goal is to be able to retrieve the latest vital signs for a patient, [VitalSigns.DSTU.saz] (observation?).
Request:
GET <fhir-server>/Observation?patient=<patient-id>&_sort:desc=date&category=vital-signs
Response:
{
"type": "searchset",
"total": 20,
"entry": [
{
"resource": {
"resourceType": "Observation",
"id": "<resource-id>",
"category": {
"coding": [ { code": "vital-signs" } ],
},
"code": {
"coding": [
{
"system": "http://loinc.org",
"code": "39156-5",
"display": "bmi"
}
],
},
"effectiveDateTime": "2009-12-01",
"valueQuantity": {
"value": 34.4,
"unit": "kg/m2",
"system": "http://unitsofmeasure.org",
"code": "kg/m2"
}
},
},
.
.
.
]
}
See https://www.hl7.org/fhir/DSTU2/Observation.html for other details on this field set.
Condition
These are the minimum required fields, which are a subset of the Argonaut condition profile:
1. Code.Coding[0].Display
In addition to the Argonaut fields, for a great user experience the Patients app can also read the following fields:
1. Date Recorded
2. Severity
2. _count=<max results>
See the following example of this call:
Request:
GET <fhir-server>/Condition?patient=<patient-id>&_count=10
Response:
{
"total": 1,
"entry": [
{
"resource": {
"resourceType": "Condition",
"code": {
"coding": [
{
"system": "http://snomed.info/sct",
"code": "386033004",
"display": "Neuropathy (nerve damage)"
}
]
},
"dateRecorded": "2018-09-17",
"severity": {
"coding": [
{
"code": "24484000",
"display": "Severe"
}
]
}
},
}
]
}
See https://www.hl7.org/fhir/DSTU2/Condition.html for other details on this field set.
Encounter
These are the minimum required fields, which are a subset of the US Core Encounter profile “must have” fields:
1. Status
2. Type[0].Coding[0].Display
In addition, the following fields from US Core Encounter profile’s “must support” fields
1. Period.Start
2. Location[0].Location.Display
2. _sort:desc=<field ex. date>
The goal is to be able to retrieve the patient’s last known location. Each encounter references a location resource.
The reference shall also include the location’s display field. See the following example of this call.
Request:
GET <fhir-server>/Encounter?patient=<patient-id>&_sort:desc=date&_count=1
Response:
{
"total": 1,
"entry": [
{
"resource": {
"resourceType": "Encounter",
"identifier": [{ "use": "official", "value": "<id>" }],
"status": "arrived",
"type": [
{
"coding": [{ "display": "Appointment" }],
}
],
"patient": { "reference": "Patient/<patient-id>" },
"period": { "start": "09/17/2018 1:00:00 PM" },
"location": [
{
"location": { "display": "Clinic - ENT" },
}
]
}
}
]
}
See https://www.hl7.org/fhir/DSTU2/Encounter.htm for other details on this field set.
AllergyIntolerance
These are the minimum required fields, which are a subset of the Argonaut AllergyIntolerance profile:
1. Code.Text
3. Status
1. RecordedDate
2. Note.Text
3. Reaction[..].Substance.Text
4. Reaction[..].Manifestation[..].Text
5. Text.Div
1. Patient = <patient id>
Request:
GET <fhir-server>/AllergyIntolerance?patient=<patient-id>
Response:
{
"total": 1,
"entry": [
{
"resource": {
"resourceType": "AllergyIntolerance",
"recordedDate": "2018-09-17T07:00:00.000Z",
"substance": {
"text": "Cashew nuts"
},
"status": "confirmed",
"reaction": [
{
"substance": {
"text": "cashew nut allergenic extract Injectable Product"
},
"manifestation": [
{
"text": "Anaphylactic reaction"
}
]
}
]
}
}
]
}
See https://www.hl7.org/fhir/DSTU2/AllergyIntolerance.html for other details on this field set.
Medication Order
These are the minimum required fields, which are a subset of the Argonaut MedicationOrder profile:
1. DateWritten
2. Prescriber.Display
3. Medication.Display (if reference)
4. Medication.Text (if concept)
1. DateEnded
2. DosageInstruction.Text
3. Text.Div
Request:
GET <fhir-server>/MedicationOrder?patient=<patient-id>&_count=10
Response:
{
"total": 1,
"entry": [
{
"resource": {
"resourceType": "MedicationOrder",
"dateWritten": "2018-09-17",
"medicationCodeableConcept": {
"text": "Lisinopril 20 MG Oral Tablet"
},
"prescriber": {
"display": "Jane Doe"
},
"dosageInstruction": [
{
"text": "1 daily"
}
]
}
}
]
}
See https://www.hl7.org/fhir/DSTU2/MedicationOrder.html for other details on this field set.
Coverage
These are the minimum required fields, not covered by either US Core or Argonaut profiles:
1. Payor
Request:
GET <fhir-server>/Coverage?patient=<patient-id>
Response:
{
"total": 1,
"entry": [
{
"resource": {
"resourceType": "Coverage",
"plan": "No Primary Insurance",
"subscriber": { "reference": "Patient/<patient-id>" }
}
}
]
}
See https://www.hl7.org/fhir/DSTU2/Coverage.html for other details on this field set.
Location
This resource is only being used as a reference on the Encounter resource.
See https://www.hl7.org/fhir/DSTU2/Location.html for other details on this field set.

Setting up or reconfiguring an FHIR server to work with the Microsoft Teams Patients app requires understanding
what data the app needs to access. The FHIR server must support POST requests using bundles for the following
resources:
Patient
Observation
Condition
Encounter
Allergy Intolerance
Coverage
Medication Statement (replaces the MedicationOrder in the DSTU2 version of the PatientsApp)
Location (the information needed from this resource can be included in Encounter)
NOTE
The Patient resource is the only mandatory resource (without which the app will not load at all); However, it is recommended
that the Partner implement support for all the above mentioned resources per specifications provided below for the best
end-user experience with the Microsoft Teams Patients App.
Queries from the Microsoft Teams Patients app for more than one resource shall post a bundle (BATCH) of
requests to the FHIR server's URL. The server shall process each request and return a bundle of the resources
matched by each request. For more information and examples, see
https://www.hl7.org/fhir/STU3/http.html#transaction.
Capability Statement
These are the minimum required fields:
1. REST
a. Mode
b. Interaction
c. Resource: Type
d. Security: Extension for OAuth URIs
2. FhirVersion (Our code requires this to understand which version we should pivot to.)
See https://www.hl7.org/fhir/stu3/capabilitystatement.html for other details on this field set.
Patient
Here are the minimum required fields, which are a subset of the Argonaut patient profile fields:
1. Name.Given
2. Name.Family
3. Gender
4. BirthDate
5. MRN (Identifier)
1. Name.Use
2. Name.Prefix
3. [GeneralPractitioner] - The GeneralPractitioner reference should be included in the Patient resource (display
field only)
A resource search uses the POST method at /Patient/_search and the following parameters:
1. id
2. family=(searches for all patients whose family name contains the value)
3. given=<substring>
4. birthdate=(exact match)
5. gender=(values being one of the administrative-gender)
6. _count (maximum number of results that should be returned)
The response should contain the total count of records returned as a result of the search and _count will be
used by the PatientsApp to limit the number of records returned.
7. identifier=<mrn>
The goal is to be able to search and filter for a patient by the following:
ID: This is the resource ID that every resource in FHIR has.
MRN: This is the actual identifier for the patient that clinical staff would know. We understand this MRN is
based on the type of identifier inside the identifier resource in FHIR.
Name
Birthdate
See the following example of the call:
Request:
POST <fhir-server>/Patient/_search
Request Body:
given=ruth&family=black
Response:
{
"meta": {
"lastUpdated": "2019-01-14T23:44:45.052+00:00"
},
"total": 1,
"link": [
{
"relation": "self",
"url": <fhir-server>/Patient/_search"
}
],
"entry": [
{
"fullUrl": <fhir-server>/Patient/<patient-id>",
"resource": {
"meta": {
"versionId": "1",
"versionId": "1",
"lastUpdated": "2017-10-18T18:32:37.000+00:00"
},
"text": {
"status": "generated",
"div": "<div>\n <p>Ruth Black</p>\n </div>"
},
"identifier": [
{
"use": "usual",
"type": {
"coding": [
{
"code": "MR",
"display": "Medical record number",
"userSelected": false
}
],
"text": "Medical record number"
},
"system": "http://hospital.smarthealthit.org",
"value": "1234567"
}
],
"active": true,
"name": [
{
"use": "official",
"family": "Black",
"given": [
"Ruth",
"C."
]
}
],
"telecom": [
{
"system": "phone",
"value": "800-599-2739",
"use": "home"
},
{
"system": "phone",
"value": "800-808-7785",
"use": "mobile"
},
{
"system": "email",
"value": "ruth.black@example.com"
}
],
"gender": "female",
"birthDate": "1951-08-23",
"address": [
{
"use": "home",
"line": [
"26 South RdApt 22"
],
"city": "Sapulpa",
"state": "OK",
"postalCode": "74066",
"country": "USA"
}
]
},
"search": {
"mode": "match"
}
}
}
]
}
Request:
GET <fhir-server>/Patient/<patient-id>
Response:
{
"identifier": [
{
"use": "usual",
"type": {
"coding": [
{
"code": "MR",
}
],
"text": "Medical record number"
},
"value": "1234567"
}
],
"name": [
{
"use": "official",
"family": "Adams",
"given": [ "Daniel", "X." ]
}
],
"gender": "male",
"birthDate": "1925-12-23",
}
See http://hl7.org/fhir/stu3/patient.html for other details on this field set.
Observation
These are the minimum required fields, which are a subset of the Argonaut Vital-Signs profile.
1. Effective (date time or period)
2. Code.Coding.Code
3. ValueQuantity.Value
1. Code.Coding.Display
2. ValueQuantity.Unit
2. _sort=-date
3. category (we will query for “category=vital-signs”) to retrieve the list of vital signs.
Refer to this example of the call:
Request:
GET <fhir-server>/Observation?patient=<patient-id>&category=vital-signs
Response:
{
"total": 20,
"entry": [
{
"resource": {
"resourceType": "Observation",
"category": [
{
"coding": [
{
"system": "http://hl7.org/fhir/observation-category",
"code": "vital-signs"
}
],
}
],
"code": {
"coding": [
{
"system": "http://loinc.org",
"code": "8867-4",
"display": "heart_rate"
}
]
},
"effectiveDateTime": "2009-04-08T00:00:00-06:00",
"valueQuantity": {
"value": 72.0,
"unit": "{beats}/min",
"system": "http://unitsofmeasure.org",
}
}
},
.
.
.
]
}
See https://www.hl7.org/fhir/stu3/observation.html for other details on this field set.
Condition
Here's the minimum required fields, which are a subset of the Argonaut condition profile.
1. AssertedDate
2. Severity
Request:
GET <fhir-server>/Condition?patient=<patient-id>&_count=10
Response:
{
"total": 2,
"entry": [
{
"resource": {
"resourceType": "Condition",
"code": {
"coding": [
{
"code": "185903001",
"display": "Needs influenza immunization",
}
]
},
"severity": {
"coding": [
{
"code": "24484000",
"display": "Severe"
}
]
},
"assertedDate": "2018-04-04"
}
},
.
.
.
]
}
See http://hl7.org/fhir/stu3/condition.html for other details on this field set.
Encounter
These are the minimum required fields, which are a subset of the US Core Encounter profile “must have” fields).
1. Status
2. Type[0].Coding[0].Display
In addition, the following fields from US Core Encounter profile’s “must support” fields:
1. Period.Start
2. Location[0].Location.Display
2. _sort:desc=<field ex. date>
The goal is to be able to retrieve the patient’s last known location. Each encounter references a location resource.
The reference shall also include the location’s display field.
See http://hl7.org/fhir/stu3/encounter.html for other details on this field set.
AllergyIntolerance
These are the minimum required fields, which are a subset of the Argonaut AllergyIntolerance profile:
1. Code.Text
3. ClinicalStatus/VerificationStatus (we read both)
In addition to the Argonaut fields, for a great user experience the Patients app can also read the following field:
1. AssertedDate
2. Note.Text
3. Reaction
a. Substance (one coding element)
b. Manifestation (one coding element)
See the following example of the call:
Request:
GET <fhir-server>/AllergyIntolerance?patient=<patient-id>
Response:
{
"total": 1,
"entry": [
{
"resource": {
"resourceType": "AllergyIntolerance",
"clinicalStatus": "active",
"verificationStatus": "confirmed",
"code": {
"coding": [
{
"system": "http://rxnav.nlm.nih.gov/REST/Ndfrt",
"code": "N0000175503",
"display": "sulfonamide antibacterial",
}
],
"text": "sulfonamide antibacterial"
},
"assertedDate": "2018-01-01T00:00:00-07:00",
"reaction": [
{
"manifestation": [
{
"coding": [
{
"code": "271807003",
"display": "skin rash",
}
],
"text": "skin rash"
}
],
}
]
}
}
]
}
See http://hl7.org/fhir/stu3/allergyintolerance.html for other details on this field set.
Medication Request
These are the minimum required fields, which are a subset of the US Core Medication Request profile:
1. Medication.Display (if Reference)
2. Medication.Text (if CodableConcept)
3. AuthoredOn
4. Requester.Agent.Display
In addition to the US Core fields, for a great user experience the Patients app can also read the following fields:
1. DosageInstruction[..].Text
2. Text
See https://www.hl7.org/fhir/medicationrequest.html for other details on this field set.
Coverage
These are the minimum required fields, not covered by either US Core or Argonaut profiles:
1. Grouping, at least one element with
a. GroupDisplay
b. PlanDisplay
2. Period
3. SubscriberId
See http://hl7.org/fhir/stu3/coverage.html for other details on this field set.
With Teams, teachers and faculty can create collaborative classrooms, connect in professional learning communities, and
communicate with students and teachers. Use the admin resources here to help you successfully deploy, adopt, and manage Teams
in your school or institution.
Quick start - Teams for Education admins
Resources for Teams for Education admins
Governance FAQ for Teams for Education admins

Assignments are tasks or units of work assigned to a student or team member in a class as part of their study. You
can create assignments within your Teams class.
Learn more about Assignments
Assignments in the Microsoft Teams admin center

With the admin settings in Microsoft Teams admin center you can turn the following features on or off to be
available for students and teachers within your organization. The following are settings related to Assignments:
Weekly guardian email digest
Guardian emails are weekly emails sent to students' parents or guardians. The emails will contain information
about assignments from the previous week and for the upcoming week, and will be sent over the weekend. The
emails need to be updated by the admins using the School Data Sync feature.
This setting is off by default.
MakeCode
MakeCode is a block-based coding platform that brings computer science to life for all students.
This is a third party product or service that is subject to its own terms and privacy policy. You are
responsible for your use of any third party products and services.
Learn more about MakeCode
Turnitin
Turnitin is a plagiarism detection service. This is a third party product or service that is subject to its own terms and
privacy policy. You are responsible for your use of any third party products and services.
In order to successfully enable Turnitin for your organization, you will need to already have a Turnitin subscription.
You will need to input the following additional information, which can be found in your Turnitin admin console:
TurnitinApiKey: This is a 32-character GUID found in the admin console under Integrations.
TurnitinApiUrl: This is the HTTPS URL of your Turnitin admin console.
Here are some instructions to help you obtain this information.
The TurnitinApiUrl is the host address of your admin console. Example. https://your-tenant-name.turnitin.com
The admin console is where you can create an integration and an API key associated with the integration.
Select Integrations from the side menu, then select Add Integration and give the integration a name.
The TurnitinApiKey will be given to you after you follow the prompts. Copy the API key and paste it into the
Microsoft Teams admin center. This is the only time you can view the key.
Upon clicking the Save button in the admin center for this setting, please allow up to 24 hours for these settings to
take effect.
Learn more about the integration between Turnitin and Microsoft Teams
Learn more about Turnitin
Microsoft Teams resources for Education admins
Adoption content
Create customized email messages, posters, and flyers with your school's information and logo. Or use ready-to-
print posters, flyers, and other handouts to get your organization excited about Microsoft Teams.
CUSTOMIZABLE EMAIL TEMPLATES
Learn the Teams Basics Customize your learning environment

Download the .zip file Download the .zip file
See how to streamline your workflow in Teams Learn how to chat like a pro
Download the .zip file Download the .zip file
CUSTOMIZABLE EMAIL TEMPLATES
Take Teams on the go

Download the .zip file
CUSTOMIZABLE AND READY-TO-PRINT FLYERS AND POSTERS
Introducing Microsoft Teams for Education - Values Introducing Microsoft Teams for Education - Features
Download the customizable .docx file Download the customizable .docx file
Download the ready-to-print .pdf file Download the ready-to-print .pdf file
Empower with Microsoft Teams - Values Empower with Microsoft Teams - Features
CUSTOMIZABLE AND READY-TO-PRINT FLYERS AND POSTERS
The value of Microsoft Teams for Education The features of Microsoft Teams for Education
READY-TO-PRINT PACKETS
Get started with Microsoft Teams for Education - Tips

and Tricks
Download the ready-to-print .pdf file
Call to action
Check out our hands-on Microsoft Teams Interactive Demo (5 minutes to complete)
Turn on Microsoft Teams in the Microsoft 365 admin center (sign in as an Office 365 admin)
Download Teams clients: Get Teams on all your devices
Learn more about Office 365 for Education at the Education help center
Microsoft Teams roadmap
Stay up to date with our Tech Community Blog
Matt Soseman's "The Productive Cloud" Blog about Microsoft Teams PowerShell Support
Send a suggestion
Contact support
Ask the Teams community
Find more resources for education
Microsoft Education governance FAQ for admins
TIP
Watch the following session to learn about more about management in Microsoft Teams: Governance, management and
lifecycle in Microsoft Teams
How do I control team creation? I'm worried students are going to

create inappropriate teams.
To avoid inappropriate or misleading names, or just to provide more structure for how teams are named, you can
use the Office 365 Groups naming policy (currently in preview ):
Prefix-Suffix naming policy You can use prefixes or suffixes to define the naming convention of teams
(groups), for example, GRP_US_My Group_Engineering. The prefixes and suffixes can be fixed strings or user
attributes (such as [Department]) that are added to the name based on the user who’s creating the team.
Custom Blocked Words You can upload a set of words that users in a specific organization are blocked from
using in names of teams they create. For example, you can block the terms CEO, Payroll, and HR from being
used in team names for groups they don’t apply to.
Classification You can create classifications that the users in your organization can set when they create an
Office 365 group.
IMPORTANT
Using the Office 365 Groups Naming Policy requires Azure Active Directory Premium P1 licenses or Azure AD Basic EDU
licenses for each unique user that is a member of one or more Office 365 groups.
For detailed instructions, see Office groups naming policy.
NOTE
If teams are created automatically by using the input from another system (for example, School Data Sync), verify that the
input data complies with the naming policy you’ve configured; if it doesn’t, team creation will fail.
Can I see who created a team?

To find out who created a specific team, see Search the audit log for events in Microsoft Teams.
Can I control who can create teams?

In general, we recommend against preventing anyone from creating teams. If everyone can create teams, Teams is
more likely to be widely adopted. Faculty, teachers, or students can use Teams to create study groups or special
interest groups. This will help Teams be accepted inside and outside of the classroom.
In our experience, user education helps ensure responsible Teams usage. As soon as users understand that creating
teams isn’t anonymous, they understand the implications of carelessly creating them and tend to shy away from
misusing the tool.
If you’re sure you want to control who can create teams, see Manage who can create Office 365 Groups.
How do I automatically create a team for each course at the beginning

of the semester or quarter?
At the start of each semester or quarter, you’ll need a number of new teams. It might make sense to take an
automated approach to create these teams automatically, populate them with the right users, and set the right
permissions:
School Data Sync can create Office 365 Groups for Exchange Online and SharePoint Online, class teams for
Microsoft Teams and OneNote Class notebooks, school groups for Intune for Education, and rostering and
single sign-on (SSO ) integration for many other third-party applications. Learn more at Overview of School
Data Sync.
With PowerShell, you can create teams and channels, and configure settings automatically. See Microsoft
Teams PowerShell for more information.
You can use the Microsoft Graph API (currently in beta) to create, configure, clone, and archive teams. See Use
the Microsoft Graph API to work with Microsoft Teams for more information.
TIP
School Data Sync creates an Office 365 group for each class synced and enables hidden group membership so only teachers
and students within the class can see the members of that class. If using a different process to create class groups use the
HiddenGroupMembershipEnabled parameter of the New-UnifiedGroup cmdlet to meet the same privacy requirements.
How do I deal with teams when the semester or quarter ends?

We recommend that you first think about how you want to handle Teams data when the school semester or
quarter is over: whether to delete it or keep it available for students even after they’ve completed the course. You’ll
want to keep the school calendar in mind so any policies you set don’t conflict with holidays. You can use the
following tools to implement your strategy:
Retention policy: Use this to delete all data older than an age you specify to make sure that old data is
removed from chats (for all or some users) and channels. You can also configure Teams to retain content so
it can’t be deleted. For more information, see Retention policies for Microsoft Teams.
Expiry policy: Configure teams to expire after a certain number of days. Thirty days before expiration, all
owners of a team are notified that their team needs to be renewed, otherwise it will be deleted (though an
administrator can recover deleted teams for an additional 30 days). This setting is very useful for making
sure unused teams are sunsetted. Learn more at Office 365 Group Expiration Policy.
Archive team: This setting puts teams into read-only mode. They can still be browsed and searched, but no
one can add any new posts. Archive or restore a team describes how team owners can archive a team; Team
owners can also use the Graph API (beta) to archive or restore a team.
IMPORTANT
Using the Office 365 Groups Expiration Policy requires Azure Active Directory Premium P1 licenses for each unique user that
is a member of one or more Office 365 groups.
Are there team templates for my faculty members to use when creating
a team?
Yes. Users can select Create Team from existing template when creating a new team, and Teams owners can
also use the Graph API (beta) to create a new team from the available templates.
What tasks can I automate via PowerShell or Graph?

The Microsoft Graph API (beta) can do the following:
Create a team.
Add members and owners.
Add channels.
Add apps.
Shortcut those steps by cloning an existing team, and get its tabs too.
Give the user a link to the team you just created.
Remove members, owners, channels, and apps when you no longer need them.
Archive the team when it's no longer active.
Delete the team.
Create a channel thread
PowerShell can do the following:
Create a team.
Add members and owners.
Add channels.
Remove members, owners, and channels when you no longer need them.
Delete the team.
TIP
The Graph API and PowerShell cmdlets are constantly adding functionality. Make sure to check the Microsoft Graph API
(beta) and PowerShell articles often for feature enhancements.
Can I control what Teams features my faculty and students have access
to?
Yes. You can use policies to control specific messaging, meeting, calling, and live event features your users have
access to. You can use tenant-wide settings to apply the same settings to all, or apply user-level policies if required.
For more details about Teams policies, see Manage Microsoft Teams settings for your organization.
Can I control what external parties my faculty and students collaborate

with?
You can use guest access to invite users from outside of your tenant, which can be useful for research collaboration
or guest lectures:
Use domain whitelisting to allow or block guests based on their domain.
Turn guest access on and off for particular Office 365 Groups and teams, to control which teams can (and can’t)
invite guests.
Use the audit log to see which alerts were sent to invited guests.
For more information, see Guest access in Office 365 Groups.
What information can I review about existing teams?

You can check the audit logs to see:
Who was invited as a guest to which team.
Who created which team.
For more information, see Search the audit log for events in Microsoft Teams.
Teams evolves so quickly. How can I stay up-to-date?

We recommend the following resources to get the latest updates on Teams:
What's new in Microsoft Teams
Microsoft Teams blog
Installing the Moodle integration with Microsoft
Teams
Moodle, the most popular and open-source Learning Management System (LMS ) in the world, is now integrated
with Microsoft Teams! This integration helps educators and teachers collaborate around Moodle courses, ask
questions about their grades and assignments and stay updated with notifications -- right within Teams!
To help IT admins easily set this integration up, we have updated our open-source Office 365 Moodle Plugin with
the following capabilities:
Auto-registration of your Moodle server with Azure AD.
One-click deployment of your Moodle Assistant bot to Azure.
Auto-provisioning of teams and auto-synchronization of team enrollments for all or select Moodle courses.
Auto-installation of the Moodle tab and the Moodle Assistant bot into each synchronized team. (Coming soon)
One-click publishing of the Moodle app into your private Teams App Store. (Coming soon)
To learn more about the functionality this integration provides, go here.
Prerequisites
In order to install and configure this application you'll need:
1. Moodle administrator credentials
2. Azure AD administrator credentials
3. An Azure subscription you can create new resources in
Step 1: Install the Office 365 Moodle Plugin

The Moodle integration in Microsoft Teams is powered by the open source Office 365 Moodle plugin set. To install
the plugin in your Moodle server:
1. First, download the Office 365 plugin set and save it to your local computer. You'll need to use version 3.5 or
newer.
Installing the local_o365 plugin will also install the auth_oidc and boost_o365Teams plugins.
2. Login to your Moodle server as an administrator, and select Site administration from the left navigation panel.
3. Select the Plugins tab, and then click Install plugins.
4. Under the Install plugin from ZIP file section click the Choose a file button.
5. Select the Upload a file options from the left navigation, browse for the file you downloaded above and click
Upload this file.
6. Select the Site administration option from the left navigation panel again to return to your admin dashboard.
Scroll down to the Local plugins and click the Microsoft Office 365 Integration link. Keep this configuration
page open in a separate browser tab as you'll be using it throughout the rest of this process.
You can find more information on how to install Moodle plugins in the Moodle documentation.
Important Note: Keep your Office 365 Moodle Plugin configuration page open in a separate browser tab as you
will be returning to this set of pages throughout this process.
Don't have a Moodle site already? You might want to check out our Moodle on Azure repo where you can quickly
deploy a Moodle instance on Azure and customize it to your needs.
Step 2: Configure the connection between the Office 365 plugin and
Azure Active Directory
Next you'll need to register Moodle as an application in your Azure Active Directory. We've provided a PowerShell
script to help you complete this process. The PowerShell Script provisions a new Azure AD application for your
Office 365 tenant, which will be used by the Office 365 Moodle Plugin. The script will provision the app for your
O365 tenant, set up all the required Reply URLs and Permissions for the provisioned app and return the AppID
and Key. You can use the generated AppID and Key in your O365 Moodle Plugin Setup Page to configure your
Moodle server with Azure AD. If you want to see the detailed manual steps that the PowerShell script is
automating, you can find them in the full documentation for the plugin.
Moodle tab for Microsoft Teams information flow
1. From the Microsoft Office 365 Integration plugin page slect the Setup tab.
2. Click the Download PowerShell Script button and save it to your local computer.
3. You'll need to prepare the PowerShell script from the ZIP file. To do so:
Download and extract the Moodle-AzureAD-Powershell.zip file.
Open the extracted folder.
Right-click on the Moodle-AzureAD-Script.ps1 file and select Properties.
Under the General tab of the Properties window, check the Unblock box next to the Security attribute at
the bottom.
Click OK.
Copy the directory path of the extracted folder.
4. Next you'll run PowerShell as an administrator:
Click Start.
Type PowerShell.
Right-click Windows PowerShell.
Click "Run as Administrator".
5. Navigate to the unzipped directory by typing cd ...\...\Moodle-AzureAD-Powershell where ...\... is the path
to the directory.
6. Execute the PowerShell script by:
Enter Set-ExecutionPolicy -ExecutionPolicy RemoteSigned -Scope CurrentUser .
Enter .\Moodle-AzureAD-Script.ps1 .
Login to your O365 Administrator account in the pop-up window.
Enter the name of the Azure AD Application (Ex. Moodle/Moodle plugin).
Enter the URL of your Moodle server.
Copy the Application ID and Application Key generated by the script and save them.
7. Next you'll need to add the Id and Key to the Office 365 Moodle Plugin. Return to the plugin administration
page (Site administration > Plugins > Microsoft Office 365 Integration).
8. On the Setup tab add the Application Id and Application Key you copied previously, then click Save
changes.
9. Once the page refreshes you should now see a new section Choose connection method. Click the checkbox
labeled Default and then click Save changes again.
10. Once the page refreshes you will see another new section Admin consent & additional information.
Click the Provide Admin Consent link, enter your Office3 365 Global Administrator credentials, then
Accept to grant the permissions.
Next to the Azure AD Tenant field click the Detect button.
Next to the OneDrive for Business URL click the Detect button.
Once the fields populate, click the Save changes button again.
11. Click the Update button to verify the installation, then Save changes.
12. Next you'll need to synchronize users between your Moodle server and Azure Active Directory. Depending on
your environment, you may select different options during this stage. Note that the configuration you set here
will run with each Moodle cron run (typically once a day) to keep everything in sync. To get started:
Switch to the Sync Settings tab
In the Sync users with Azure AD section, select the checkboxes that apply to your environment.
Typically you would select at least:
Create accounts in Moodle for users in Azure AD
Update all accounts in Moodle for users in Azure AD
In the User Creation Restriction section you can setup a filter to limit the Azure AD users that will by
synced to Moodle.
The User Field Mapping section will allow you to customize the Azure AD to Moodle User Profile field
mapping.
In the Teams Sync section you can choose to automatically create Groups (i.e. Teams) for some, or all, of
your existing Moodle courses.
13. To validate the cron jobs (and run them manually if you wish to for the first run) click the Scheduled tasks
management page link in the Sync users with Azure AD section. This will take you to the Scheduled Tasks
page.
Scroll down and find the job Sync users with Azure AD job and click Run now.
If you chose to create Groups based on existing courses, you can also run the Create user groups in
Office 365 job.
14. Return to the plugin administration page (Site administration > Plugins > Microsoft Office 365 Integration) and
select the Teams Settings page. You'll need to configure some security settings to enable the Teams app
integration.
To enable OpenID Connect, click the Manage Authentication link, and click the eye icon on the
OpenId Connect line if it is greyed out.
Next you'll need to enable frame embedding. Click the HTTP Security link, then click the checkbox next
to Allow frame embedding.
The next step is to enable web services which will enable the Moodle API features. Click the Advanced
Features link, then make sure the checkbox next to Enable web services is checked.
Finally you'll need to enabled the external services for Office 365. Click the External services link then:
Click Edit on the Moodle Office 365 Webservices row.
Click Edit on the Moodle Office 365 Webservices row.
Mark the checkbox next to Enabled, then click Save Changes
Next you'll need to edit your authenticated user permissions to allow them to create web service tokens.
Click the Editing role 'Authenticated user' link. Scroll down and find the Create a web service
token capability and mark the Allow checkbox.
Step 3: Deploy the Moodle Assistant Bot to Azure

The free Moodle Assistant Bot for Microsoft Teams helps teachers and students answer questions about their
courses, assignments, grades and other information in Moodle. The bot also sends Moodle notifications to students
and teachers right within Teams. This bot is an open source project maintained by Microsoft, and is available on
GitHub.
NOTE
In this section you will deploy resources to your Azure subscription, and all resources will be configured using the free tier.
Depending on the usage of your bot, you may need to scale these resources. If you want to just use the Moodle tab without
the bot, skip to step 4.
Moodle bot information flow
To install the bot, you'll first need to register it on the Microsoft Identity Platform. This allows your Bot to
authenticate against your Microsoft endpoints. To register your bot:
1. Return to the plugin administration page (Site administration > Plugins > Microsoft Office 365 Integration) and
select the Teams Settings tab.
2. Click the Microsoft Application Registration Portal link and login with your Microsoft Id.
3. Enter a name for you app (Eg. MoodleBot) and click the Create button.
4. Copy the Application Id and paste it into the Bot Application ID field on the Team Settings page.
5. Click the Generate New Password button. Copy the generated password and and paste it into the Bot
Application Password field on the Team Settings page.
6. Scroll to the bottom of the form and click Save Changes.
Now that you've generated your Application Id and Password, it's time to deploy your bot to Azure. Click on the
Deploy to Azure button and fill out the form with the necessary information (the Bot Application Id, Bot
Application Password and the Moodle Secret are on the Team Settings page, and the Azure information is on the
Setup page). Once you've got the form filled out, click the check box to agree to the terms and conditions then click
the Purchase button (all Azure resources are deployed to the free tier).
Once the resources are finished deploying to Azure, you'll need to configure the Office 365 Moodle plugin with it's
messaging endpoint. First, you'll need to get the endpoint from you Bot in Azure. To do that:
1. If you aren't already, log into the Azure portal.
2. In the left pane select Resource groups.
3. From the list select the resource group you just used (or created) while deploying your Bot.
4. Select the WebApp Bot resource from the list of resources in the group.
5. Copy the Messaging Endpoint from the Overview section.
6. In Moodle, open the Team Settings page of your Office 365 Moodle Plugin.
7. In the Bot Endpoint field paste the URL you just copied and change the word messages to webhook. The URL
should now look like https://botname.azurewebsites.net/api/webhook
8. Click Save Changes
9. Once your changes have saved, go back to the Team Settings tab, click the Download manifest file button
and save the manifest package to your computer (you'll use it in the next section).
Step 4: Deploy your Microsoft Teams app

Now that you have your Bot deployed to Azure and configured to talk to your Moodle server, it's time to deploy
your Microsoft Teams app. To do this you'll load the manifest file you downloaded from the Office 365 Moodle
Plugin Team Settings page in the previous step.
Before you can install the app you'll need to make sure external apps and sideloading of apps is enabled. To do so
you can follow these steps. Once you've ensured that external apps are enabled, you can follow the steps below to
deploy your app.
1. Open Microsoft Teams.
2. Click the Store icon on the lower-left of the navigation bar.
3. Click the Upload a custom app link from the list of options. Note: If you're logged in as a global administer
you'll have the option of uploading the app to your organization's app store, otherwise you'll only be able to
load the app for Teams you're a part of ("sideloading").
4. Select the manifest.zip package you downloaded previously and click Save. If you haven't yet downloaded the
manifest package, you can do so from the Team Settings tab of the plugin configuration page in Moodle.
Now that you have the app installed you can add the tab to any channel that you have access to. To do so navigate
to the channel, click the + symbol and select your app from the list. Follow the prompts to finish adding your
Moodle course tab to a channel.
That's it! You and your team, can now start working with your Moodle courses directly from Microsoft Teams.
To share any feature requests or feedback with us, please visit our User Voice page.
Use the admin resources here to manage and get the most out of Teams for your retail stores and workforce.

Get started with Teams templates in retail
Teams templates allow you to quickly and easily create teams by providing a predefined template of settings,
channels, and pre-installed apps.
Teams templates have pre-built definitions of team structures designed around retailer needs. You can use Teams
templates to quickly create the types of teams that work well for retailers and deploy them across your
organization. You can also extend the Teams templates to create teams that are tailored to your specific
organizational needs.
In this article, we will introduce each of the Teams templates and how we recommend using them.
This article is for you if you're responsible for planning, deploying, and managing multiple teams across your retail
organization.
To learn more about team templates in general, please refer to Get started with Teams templates.
Store template
The Store template is ideal for creating a team to represent an individual retail store location. Using the Store
template, you can create a team for each retail store location in your organization.

Retail - https://graph.microsoft.com/beta/ Channels

Store teamsTemplates('retailStore') Shifts handoff*
Learning*
Team properties
Team visibility set to Public
Member permissions
Cannot create/update/delete
channels
Cannot add/remove apps
Cannot create/update/remove
tabs
Cannot create/update/remove
connectors
Recommended ways to customize the Store template for your organization:

If your organization has departments within each store, add a channel for each department. This will
facilitate communication and collaboration within the department.
If your organization has any internal websites (for example, a SharePoint site), consider pinning them as
tabs in the relevant team channel. Refer to Get started with Teams templates for instructions.
Manager Collaboration template
The Manager Collaboration template is another one of the Teams templates designed around retailer needs. The
Manager Collaboration template is ideal for creating a team for a set of managers to collaborate across
stores/regions, etc. For example, if your organization has regions, you might create a Manager Collaboration team
for the California Region and include all the store managers in that region, as well as the regional manager for that
region.

Retail - https://graph.microsoft.com/beta/ Channels

Store Operations*
teamsTemplates('retailManagerCollaboration')
Learning*
Team properties
Member permissions
Can create/update/delete
channels
Can add/remove apps
Can create/update/remove tabs
Can create/update/remove
connectors
Recommended ways to customize the Manager Collaboration template for your organization:
If your organization has any internal websites (for example, a SharePoint site) that are relevant for managers,
consider pinning them as tabs in a relevant team channel (refer to documentation here for instructions).
Use these resources to plan and deploy Teams in Microsoft 365 Government environments.
Plan for Microsoft 365 Government - GCC deployments
Plan for Microsoft 365 Government - DOD deployments
Audio Conferencing with Direct Routing for GCC High and DoD
Plan for Microsoft 365 Government - GCC
deployments
This guidance is for IT pros who are driving deployments of Office 365 in US federal, state, local, tribal, or
territorial government entities or other entities that handle data that’s subject to government regulations and
requirements, where the use of Microsoft 365 Government - GCC is appropriate to meet these requirements.
NOTE
If your organization has already met the Microsoft 365 Government - GCC eligibility requirements and applied for and been
accepted into the program, you can skip steps 1 and 2 and go directly to step 3.
Step 1. Determine whether your organization needs Microsoft 365

Government - GCC and meets eligibility requirements.
The Microsoft 365 Government - GCC environment provides compliance with US government requirements for
cloud services, including FedRAMP Moderate, and requirements for criminal justice and federal tax information
systems (CJI and FTI data types).
In addition to enjoying the features and capabilities of Office 365, organizations benefit from the following
features that are unique to Microsoft 365 Government - GCC:
Your organization’s customer content is logically segregated from customer content in the commercial Office
365 services from Microsoft.
Your organization’s customer content is stored within the United States.
Access to your organization’s customer content is restricted to screened Microsoft personnel.
Microsoft 365 Government - GCC complies with certifications and accreditations that are required for US
Public Sector customers.
You can find more information about the Microsoft 365 Government - GCC offering for US Government
customers at Office 365 Government plans, including eligibility requirements.
The Office 365 US Government service description describes the platform’s benefits, which are centered around
meeting compliance requirements within the United States.
TIP
You might want to transfer the tables of information in the service description into an Excel workbook and add two columns:
Relevant for my organization Y/N and Meets the needs of my organization Y/N. Then you can review this list with
your colleagues to confirm that this service meets your organization’s needs.
Decide whether Microsoft 365 Government - GCC is

Decision points appropriate for your organization.
Confirm that your organization meets eligibility
requirements.
NOTE
Microsoft 365 Government - GCC is only available in the United States. Non–US Government customers can choose from a
number of Office 365 Government plans.
Step 2. Apply for Microsoft 365 Government - GCC

Having decided that this service is right for your organization, start the process of applying for this service here.
Step 3. Understand Microsoft 365 Government - GCC default security

settings.
We recommend that you take time to carefully review your admin and security settings before you modify them,
and consider impacts on compliance before you make any changes to the default security settings.
Decide whether you’ll modify any of the default

Decision point Microsoft 365 Government - GCC security settings,
resolving to first understand the impact of any
changes you might make.
Step 4. Understand which capabilities are currently unavailable or

disabled by default.
To accommodate the requirements of our government cloud customers, there are some differences between
Microsoft 365 Government - GCC and Enterprise plans. Refer to the following table to see which features are
available.
FEATURE GCC
Base Login Available
Presence Available
Unified presence (Skype for Business Available

and Teams unified)
Activity Feed Available
My Activity Available
Chat Conversation Available
Files Available
Org chart Available
Activity Available
InterOp (1:1 Teams-Skype for Business Available

chat)
FEATURE GCC
Teams Channel message Available
Channel files Available
OneNote tab On the Government backlog
Email a channel Not available
Add member Available
Guest access Available
Meetings Schedule meeting Available
Join meeting Available
VoIP meeting Available
Desktop sharing Available
Give and take control in sharing Available
Connect from a conference room Available
Anonymous join Available
Cloud recording Available
Meeting notes Available
Live Events Available
Federated meetings Available
Surface Hub support Not available
Calls Contacts Available
History Available
Voicemail Available
VoIP call Available
Skype for Business - Teams calling Available
Calling Plans Available
Audio conferencing (by allowing Available

meeting participants to join via PSTN)
FEATURE GCC
Microsoft Phone System direct routing Available
Lobby for PSTN callers Available
Call queue Available
Boss and delegate support Available
Consultative and safe transfer Available
Do not disturb breakthrough Available
Distinctive ring Available
1:1 to group call escalation with Teams, Available

Skype for Business, and PSTN
participants
Forward to group Available
Transfer to PSTN call Available
Emergency calling - Calling Plans Available
Support for existing certified SIP phones Available
USB HID Available
eDiscovery for both calls and meetings Available
Organization auto attendant Available
Skype consumer - Teams call support Available
Files Recent Available
Microsoft Teams Available
Store App Store On the Government backlog
Search Messages Available
People Available
Files Available
Slash commands Available
Compliance Compliance content search Available

FEATURE GCC
Retention Available
Audit log search Available
Legal hold Available
eDiscovery Available
NOTE
Once other workloads are fully available in the GCC cloud, then they will become available in Teams when all
additional integration work is completed.
Decide whether the Teams feature set meets your

Decision point organization’s needs.
Step 5. Plan for governance

Determine your requirements for governance and how you can meet them. Go to Plan for governance in Teams
for more information.
Determine and document your governance

Decision point requirements, following the guidelines in Plan for
governance in Teams.
Step 6. Deploy Teams for collaboration

After you’ve been onboarded to Microsoft 365 Government - GCC, you can follow the standard deployment
approach of using FastTrack and your chosen partner to onboard to the service.
When you’re ready, deploy Teams to enable collaboration within your organization through teams and channels.
Be sure to engage with your Adoption and Change Management team or Teams champions.
Step 7. Deploy Teams for meetings and voice

This is also a great time to use Teams with your wider stakeholder group to start planning for rolling out meetings
and cloud voice features.
deployments
This guidance is for IT pros who are driving deployments of Office 365 in US federal government entities or other
entities that handle data that’s subject to government regulations and requirements, where the use of Microsoft
365 Government – GCC High is appropriate to meet these requirements.
NOTE
If your organization has already met the Microsoft 365 Government – GCC High eligibility requirements and applied for and
been accepted into the program, you can skip steps 1 and 2 and go directly to step 3.

Government - GCC High and meets eligibility requirements.
The Microsoft 365 Government - GCC High environment provides compliance with US government requirements
for cloud services. In addition to enjoying the features and capabilities of Office 365, organizations benefit from the
following features that are unique to Microsoft 365 Government – GCC High:
Microsoft 365 Government – GCC High complies with certifications and accreditations that are required for US
You can find more information about the Microsoft 365 Government – GCC High offering for US Government
The Office 365 US Government service description describes the platform’s benefits, which are centered on
TIP
Decide whether Microsoft 365 Government - GCC

Decision points High is appropriate for your organization.
requirements.
NOTE
Microsoft 365 Government - GCC High is only available in the United States. Non–US Government customers can choose
from a number of Office 365 Government plans.
Step 2. Apply for Microsoft 365 Government - GCC High

Having decided that this service is right for your organization, start the process of applying for this service.
Step 3. Understand Microsoft 365 Government - GCC High default

security settings.
Decide whether you’ll need to modify any of the

Decision point default Microsoft 365 Government - GCC High
security settings, resolving to first understand the
impact of any changes you might make.
Step 4. Understand which Teams capabilities are currently available in

Microsoft 365 Government - GCC High
To accommodate the requirements of our government cloud customers, there are some differences between Teams
in Microsoft 365 Government - GCC High and Teams in the Enterprise plans. Refer to the following table to see
which features are available.
FEATURE GCC HIGH
Presence Available
Unified presence (Skype for Business Available

and Teams unified)
Files Available
Org chart Available
Activity Available
InterOp (1:1 Teams-Skype for Business Available

chat)
FEATURE GCC HIGH
Guest access On the Government backlog
Anonymous join Available
Cloud recording On the Government backlog
Broadcast meetings On the Government backlog
Intra-cloud (GCCH to GCCH) Federated Available

meetings
Surface Hub support On the Government backlog
History Available
Voicemail Available
VoIP call Available
Calling Plans Not Available

FEATURE GCC HIGH
Audio conferencing (by allowing On the Government backlog

Microsoft Phone System direct routing On the Government backlog
Lobby for PSTN callers On the Government backlog
Call queue On the Government backlog
Boss and delegate support On the Government backlog
Consultative and safe transfer On the Government backlog
Do not disturb breakthrough On the Government backlog
Distinctive ring On the Government backlog
1:1 to group call escalation with Teams, On the Government backlog

participants
Forward to group On the Government backlog
Transfer to PSTN call On the Government backlog
Emergency calling - Calling Plans On the Government backlog
Support for existing certified SIP phones On the Government backlog
USB HID Available
Organization auto attendant On the Government backlog
Skype consumer - Teams call support Not available
Store App Store Not available
People Available
Files Available

FEATURE GCC HIGH
Retention Available


Determine your requirements for governance and how you can meet them. Go to Plan for governance in Teams for
more information.
Decision point Determine and document your

governance requirements,
following the guidelines in Plan
for governance in Teams.

After you’ve been onboarded to Microsoft 365 Government – GCC High, you can follow the standard deployment
approach of using FastTrack and your chosen partner to onboard the service.
When you’re ready, deploy Teams to enable collaboration within your organization through teams and channels. Be
sure to engage with your Adoption and Change Management team or Teams champions.
Plan for Microsoft 365 Government - DoD
deployments
This guidance is for IT pros who are driving deployments of Office 365 in US federal government entities or other
entities that handle data that’s subject to government regulations and requirements, where the use of Microsoft
365 Government – DoD is appropriate to meet these requirements.
NOTE
If your organization has already met the Microsoft 365 Government – DoD eligibility requirements and applied for and been
accepted into the program, you can skip steps 1 and 2 and go directly to step 3.

Government - DoD and meets eligibility requirements.
The Microsoft 365 Government - DoD environment provides compliance with US government requirements for
cloud services. In addition to enjoying the features and capabilities of Office 365, organizations benefit from the
following features that are unique to Microsoft 365 Government – DoD:
Microsoft 365 Government – DoD complies with certifications and accreditations that are required for US
You can find more information about the Microsoft 365 Government – DoD offering for US Government
The Office 365 US Government service description describes the platform’s benefits, which are centered on
TIP
Decide whether Microsoft 365 Government - DoD is

Decision points appropriate for your organization.
requirements.
NOTE
Microsoft 365 Government - DoD is only available in the United States. Non–US Government customers can choose from a
number of Office 365 Government plans.
Step 2. Apply for Microsoft 365 Government - DoD

Having decided that this service is right for your organization, start the process of applying for this service.
Step 3. Understand Microsoft 365 Government - DoD default security

settings.
Decide whether you’ll need to modify any of the

Decision point default Microsoft 365 Government - DoD security
settings, resolving to first understand the impact of
any changes you might make.
Step 4. Understand which Teams capabilities are currently available in

Microsoft 365 Government - DoD
To accommodate the requirements of our government cloud customers, there are some differences between Teams
in Microsoft 365 Government - DoD and Teams in the Enterprise plans. Refer to the following table to see which
features are available.
FEATURE DOD
Presence Available
Unified presence (Skype for Business On the Government backlog

and Teams unified)
Files Available
Org chart Available
Activity Available
InterOp (1:1 Teams-Skype for Business On the Government backlog

chat)
FEATURE DOD
Guest access On the Government backlog
Cloud recording On the Government backlog
Broadcast meetings On the Government backlog
Intra-cloud (DoD to DoD) Federated Available

meetings
Surface Hub support On the Government backlog
History Available
Voicemail Available
VoIP call Available
Calling Plans Not Available
Audio conferencing (by allowing On the Government backlog

FEATURE DOD
Microsoft Phone System direct routing On the Government backlog
Lobby for PSTN callers On the Government backlog
Call queue On the Government backlog
Boss and delegate support On the Government backlog
Consultative and safe transfer On the Government backlog
Do not disturb breakthrough On the Government backlog
Distinctive ring On the Government backlog
1:1 to group call escalation with Teams, On the Government backlog

participants
Forward to group On the Government backlog
Transfer to PSTN call On the Government backlog
Emergency calling - Calling Plans On the Government backlog
Support for existing certified SIP phones On the Government backlog
USB HID Available
Organization auto attendant On the Government backlog
Skype consumer - Teams call support Not available
Store App Store Not available
People Available
Files Available

FEATURE DOD
Retention Available


Determine your requirements for governance and how you can meet them. Go to Plan for governance in Teams for
more information.
Decision point Determine and document your

governance requirements,
following the guidelines in Plan
for governance in Teams.

After you’ve been onboarded to Microsoft 365 Government – DoD, you can follow the standard deployment
approach of using FastTrack and your chosen partner to onboard the service.
When you’re ready, deploy Teams to enable collaboration within your organization through teams and channels. Be
sure to engage with your Adoption and Change Management team or Teams champions.
Audio Conferencing with Direct Routing for GCC
High and DoD
Audio Conferencing with Direct Routing for GCC High and DoD enables participants to join Teams meetings in
your GCC High or DoD organization by using a phone device. Meeting participants might prefer to use a phone
device to join Teams meetings in scenarios such as when internet connectivity is limited or when users are on the
road and don’t have access to Teams. Participants can choose to join meetings by either dialing in to a dial-in phone
number for your organization or by having the meeting dial out to their phone device.
With Audio Conferencing with Direct Routing for GCC High and DoD, your organization uses its own numbers as
dial-in phone numbers and all meeting dial-outs to phone devices are routed via Direct Routing. To enable the
service, organizations need to set up Direct Routing and configure phone numbers that can be used as dial-in
phone numbers. The requirement to use Direct Routing is different from the Audio Conferencing service that's
offered to non-GCC High and non-DoD organizations where the dial-in phone numbers are provided by Microsoft.
Deploy Audio Conferencing with Direct Routing for GCC High and DoD
Step 1: Get Audio Conferencing with Direct Routing for GCC High or DoD licenses
To use Audio Conferencing in GCC High or DoD, your organization and the users in your organization need to
have an Audio Conferencing with Direct Routing license assigned. Here are the licenses you need to enable Audio
Conferencing with Direct Routing for GCC High or DoD.
GCC High: An Audio Conferencing - GCC High Tenant license for your organization and Audio
Conferencing - GCC High licenses for your users.
DoD: An Audio Conferencing - DoD Tenant license for your organization and Audio Conferencing - DoD
licenses for your users.
A tenant license and at least one user license are required to enable the service. You can't enable the service with
only the tenant license or with only user licenses. To get service licenses for your tenant and the users in your
organization, contact your account team.
IMPORTANT
Users can’t be enabled for Audio Conferencing with Direct Routing until dial-in phone numbers are set up. We recommend
that you not assign Audio Conferencing with Direct Routing for GCC High or DoD licenses to users until you set up dial-in
phone numbers as outlined in this article.
Step 2: Set up Direct Routing

To set up Direct Routing, see the following articles:
Plan Direct Routing
NOTE
When you set up Direct Routing, remember to use the GCC High or DoD-specific FQDNs and ports that are described in
these two articles.
Step 3: Set up dial-in phone numbers

Dial-in phone numbers are the phone numbers that are associated to your Audio Conferencing bridge. These
numbers are used by participants to join meetings scheduled by users in your organization. These numbers are
also included in the meeting invites of the users who schedule meetings in your organization and on the “Find a
local number” page.
Define service phone numbers in your tenant
You can use the New -csHybridTelephoneNumber PowerShell cmdlet to define service phone numbers in your
tenant that can be used to route calls to the Audio Conferencing service via Direct Routing.
New-csHybridTelephoneNumber -TelephoneNumber <Phone number in E.164 format>
For example:
New-csHybridTelephoneNumber -TelephoneNumber “+14250000000”
Assign the service phone numbers to the Audio Conferencing bridge of your organization
You can assign service phone numbers to the Audio Conferencing bridge of your organization by using the
Register-csOnlineDialInConferencingServiceNumber PowerShell cmdlet.
Register-csOnlineDialInConferencingServiceNumber -identity <Telephone number in E.164 format> -BridgeId

<Identity of the audio conferencing bridge>
You can see the ID of your Audio Conferencing Bridge using Get-CsOnlineDialInConferencingBridge. For example:
$b= Get-CsOnlineDialInConferencingBridge
Register-csOnlineDialInConferencingServiceNumber -identity 14257048060 -BridgeId $b.identity
Step 4: Assign Audio Conferencing with Direct Routing for GCC High or DoD licenses to your users
To assign Audio Conferencing with Direct Routing for GCC High or DoD licenses to your user, see Assign licenses
to users in Office 365 for business.
Step 5: (Optional) See a list of Audio Conferencing numbers in Teams
To see the list of Audio Conferencing numbers of your organization, go to See a list of Audio Conferencing
numbers in Microsoft Teams
Step 6: (Optional) Set auto attendant languages for the Audio Conferencing dial-in numbers of you organization
To change the languages of the Audio Conferencing dial-in numbers of your organization, see Set auto attendant
languages for Audio Conferencing in Microsoft Teams
Step 7: (Optional) Change the settings of the Audio Conferencing bridge of your organization
To change the settings of the Audio Conferencing bridge of your organization, see Change the settings for an
Audio Conferencing bridge
Step 8: (Optional) Set the phone numbers included in the meeting invites of the users in your organization
To change the set of phone numbers that are included in the meeting invites of the users is your organization, see
Set the phone numbers included on invites in Microsoft Teams
Audio Conferencing capabilities not supported in Audio Conferencing

with Direct Routing for GCC High and DoD
The following are Audio Conferencing capabilities that are not supported in Audio Conferencing with Direct
Routing for GCC High and DoD:
Entry and exit notifications using name recording. For Audio Conferencing with Direct Routing, entry and
exit notifications are played in the meeting as tones.
Outbound calling restriction policies for Audio Conferencing. User-level controls to restrict outbound calls
aren’t applicable to meeting dial-out calls routed via Direct Routing.
Disable the usage of toll-free numbers for the meetings specific organizer. User-level controls to restrict the
usage of toll-free numbers to join the meetings of your organization aren’t applicable to calls routed via
Direct Routing.
Sending notification emails to users when their settings change. Audio Conferencing notification emails
aren’t supported for Audio Conferencing with Direct Routing for GCC High and DoD.
Get started with Teams templates for Small and
Medium Businesses
Microsoft Teams templates allow you to quickly and easily create teams by providing a predefined template of
settings, channels, and pre-installed apps.
For small and medium businesses, templates can be especially powerful, as they help administrators to quickly
deploy Teams across their organization. Templates also help orient users and get started with using Teams
effectively. This article is for you if you're responsible for planning, deploying, and managing multiple teams across
your organization.
We currently offer three first party SMB templates that you can leverage for a variety of situations. All templates
will create Private Teams. Once you have created the Teams and are ready to roll-out to your organization, you can
set the privacy to Org -Wide or Public, as appropriate. To learn more about team templates in general, please see
Get started with Teams templates.
Company-Wide template
The Company-Wide template is meant for communication and collaboration that are relevant for the entire
company. You can use the General channel for company-wide announcements, industry news or executive posts.
The Human Resources channel is a great place to consolidate all HR -related activities like job posts, new employee
onboarding, training and development. The Fun Stuff channel provides a social platform for all random and fun
posts.

SMB - https://graph.microsoft.com/beta/ Channels

Company-wide teamsTemplates('SmallBusinessOrgWide') General*
Human Resources*
Fun Stuff*
Apps
Company Portal (Website
pinned to the Human
Resources channel)
Team properties
To create the Company-Wide team by taking defaults from the pre-defined template, supply the JSON
representation of the team object in the request body. To learn more about how to deploy Teams templates, see the
Microsoft Graph article on creating a Team.
Request
POST https://graph.microsoft.com/beta/teams
Content-Type: application/json
{
"template@odata.bind": "https://graph.microsoft.com/beta/teamsTemplates('SmallBusinessOrgWide')",
"displayName": "Org-wide",
"description": "All posts that are relevant for entire company (e.g. Company-wide announcements, Exec
posts, employee poll/feedback).",
"visibility": "Private"
}
Executive Team template

The Executive Team template is ideal for creating a team for company executives to communicate and collaborate
on company initiatives like annual priorities, fiscal budgets, strategic initiatives, top clients, etc. This template comes
with a Private channel to invite select users for specific topics.


Executives Team teamsTemplates('SmallBusinessExecutive') General*
Private *
Apps
OneNote (pinned to the Private
channel)
Planner (pinned to the Private
channel)
Team properties
To create the Executives team by taking defaults from the pre-defined template, supply the JSON representation of
the team object in the request body. To learn more about how to deploy Teams templates, see the Microsoft Graph
article on creating a Team.
Request
{
"template@odata.bind": "https://graph.microsoft.com/beta/teamsTemplates('SmallBusinessExecutive')",
"displayName": "Executive",
"description": "All posts, announcements and daily collaboration and communication for the company’s
leadership team.",
}
Departmental Team template

The Departmental team template can be used for creating a team for individual departments or for projects. The
Finance team template is ideal for all posts, announcements and daily collaboration and communication within the
Finance team members (and executive team members as appropriate). The template comes with a Private channel
to invite select users for specific topics. We also provide the script below for the Finance team which can be used to
extend the template to additional departments or specific projects by adding, deleting from or editing to your
liking. For example, if you have a Marketing department, then the script can be adapted by renaming the team
from Finance to Marketing to create a new Marketing team


Finance teamsTemplates('SmallBusinessFinance') General*
Private *
Apps
OneNote (pinned to the Private
channel)
Planner (pinned to the Private
channel)
Team properties
To create the Finance team by taking defaults from the pre-defined template, supply the JSON representation of
the team object in the request body. To learn more about how to deploy Teams templates, see the Microsoft Graph
article on creating a Team.
Request
{
"template@odata.bind": "https://graph.microsoft.com/beta/teamsTemplates('SmallBusinessFinance')",
"displayName": "Finance",
"description": "All posts, announcements and daily collaboration and communication within the Finance team
members (and exec team members as appropriate).",
}
``
### Example: Finance Team template extension script
``` Powershell
{
"template@odata.bind": "https://graph.microsoft.com/beta/teamsTemplates('standard')",
"displayName": "Finance",
"description": "Finance Team",
"channels":
[
{
"displayName": "Private",
"isFavoriteByDefault": true,
"description": "Invite a more select audience for specific topics.",
"tabs":
[
{
"teamsApp@odata.bind": "https://graph.microsoft.com/v1.0/appCatalogs/teamsApps('0d820ecd-
def2-4297-adad-78056cde7c78')",
"name": "OneNote"
},
{
"teamsApp@odata.bind":
"https://graph.microsoft.com/v1.0/appCatalogs/teamsApps('com.microsoft.teamspace.tab.planner')",
"name": "Planner"
}
}
]
}
],
"memberSettings":
{
"allowCreateUpdateChannels": true,
"allowDeleteChannels": true,
"allowAddRemoveApps": true,
"allowCreateUpdateRemoveTabs": true,
"allowCreateUpdateRemoveConnectors": true
},
"guestSettings":
{
"allowCreateUpdateChannels": false,
"allowDeleteChannels": false
},
"funSettings":
{
"allowGiphy": true,
"giphyContentRating": "Moderate",
"allowStickersAndMemes": true,
"allowCustomMemes": true
},
"messagingSettings":
{
"allowUserEditMessages": true,
"allowUserDeleteMessages": true,
"allowOwnerDeleteMessages": true,
"allowTeamMentions": true,
"allowChannelMentions": true
},
"discoverySettings":
{
"showInTeamsSearchAndSuggestions": true
},
"installedApps":
[
{
"teamsApp@odata.bind": "https://graph.microsoft.com/v1.0/appCatalogs/teamsApps('0d820ecd-def2-4297-
adad-78056cde7c78')"
},
{
"teamsApp@odata.bind":
"https://graph.microsoft.com/v1.0/appCatalogs/teamsApps('com.microsoft.teamspace.tab.planner')"
}
]
}
Related topics
Create team (in preview )
Overview of security and compliance in Microsoft
Teams
Microsoft Teams is built on the Office 365 hyper-scale, enterprise-grade cloud, delivering the advanced security
and compliance capabilities our customers expect.
Teams is Tier D -compliant. This includes the following standards: ISO 27001, ISO 27018, SSAE16 SOC 1 and
SOC 2, HIPAA, and EU Model Clauses (EUMC ). Within the Microsoft compliance framework, Microsoft classifies
Office 365 applications and services into four categories. Each category is defined by specific compliance
commitments that must be met for an Office 365 service, or a related Microsoft service, to be listed in that
category.
Services in compliance categories C and D that have industry-leading compliance commitments are enabled by
default. Services in categories A and B come with controls to turn on or turn off these services for an entire
organization. Details can be found in the Compliance Framework for Industry Standards and Regulations. Teams
also supports Cloud Security Alliance compliance.
Teams also enforces team-wide and organization-wide two-factor authentication, single sign-on through Active
Directory, and encryption of data in transit and at rest. Files are stored in SharePoint and are backed by
SharePoint encryption. Notes are stored in OneNote and are backed by OneNote encryption. The OneNote data
is stored in the team SharePoint site. The Wiki tab can also be used for note taking and it's content is also stored
within the team SharePoint site.
We also added support for audit log search, eDiscovery and legal hold for channels, chats and files as well as
mobile application management with Microsoft Intune. Go to the Office 365 Security & Compliance Center to
manage these settings.
To learn more about Office 365 security & compliance, read Configure your Office 365 tenant for increased
security
Auditing and Reporting

Audit log search plugs right into the Office 365 Security & Compliance Center and exposes abilities to set alerts
and/or report on Audit event by making available, export of workload specific or generic event sets for admin use
and investigation, across an unlimited auditing timeline. All Audit Log data is available for setting up of alerts
within the Office 365 Security & Compliance Center, as well as for filtering and export for further analysis. Please
refer to this link to learn more about how to conduct an Audit log search for Microsoft Teams events in the Office
365 Security & Compliance Center.
Compliance Content Search

Content Search can be used to search for all Teams data through rich filtering capabilities and exported to a
specific container for compliance and litigation support. This can be done with or without an eDiscovery case. This
enables compliance admins to gather Teams data across all users, review and export it for further processing.
Please refer to this link to learn more about how to conduct a compliance content search for Microsoft Teams
content in the Office 365 Security & Compliance Center.
Tip: The kind Microsoft Teams can be used to filter through to Microsoft Teams only content i.e. Chat and Channel
Messages, Meetings and Calls.
eDiscovery
Electronic discovery is the electronic aspect of identifying, collecting and producing electronically stored
information (ESI) in response to a request for production in a law suit or investigation. Capabilities include case
management, preservation, search, analysis, and export of Teams data. This includes chat, messaging and files,
meeting and call summaries. For Teams meetings and Calls, a summary of the events that happened in the
meeting and call are created and made available in eDiscovery.
For more details about how to do eDiscovery in Security & Compliance Center and run compliance content
search for Teams content, please go to the links below:
eDiscovery
Content Search
Customers can leverage in-place eDiscovery or [Advanced eDiscovery] per their
requirements(https://support.office.com/article/Office-365-Advanced-eDiscovery-fd53438a-a760-45f6-9df4-
861b50161ae4). The following table outlines the differences between the two:
IN-PLACE EDISCOVERY ADVANCED EDISCOVERY
Case Management X X
Access Control X X
Content Searches X X
Hold(s) X X
Export X X
Duplication Detection - X
Relevance Searches with Machine - X

Learning
Unstructured Data Analysis - X
Legal Hold
During a litigation, it is often required that all data associated with a user (custodian) or a Team is preserved
immutably so it can be used as evidence for the case. This is achieved by placing either a user (user mailbox) or a
Team on legal hold. When any team within Teams is put on In-Place Hold (subset of the mailbox or site collection
thru targeted queries or filtered content) or Litigation Hold (entire mailbox or site collection), the hold is placed on
the groups mailbox. This ensures that even if end users delete or edit channel messages that are ingested into the
group mailbox, immutable copies of that content are maintained and available in eDiscovery search. Legal Holds
are generally applied within the context of an eDiscovery case. Please see this help article to understand more
about preservation and holds in the Office 365 Security & Compliance Center.
Information Protection Architecture for Microsoft Teams.

The following figure indicates the ingestion flow of Teams data to both Exchange and SharePoint for Teams Files
and Messages.
The following figure indicates the ingestion flow of Teams Meetings and calling data to Exchange.
IMPORTANT
There can be up to a 24-hour delay to discover Teams content.
Licensing
When it comes to the information protection capabilities, Office 365 subscriptions and the associated standalone
licenses will determine the available feature set.
INFORMATION OFFICE 365 OFFICE 365

PROTECTION BUSINESS BUSINESS OFFICE 365 OFFICE 365 OFFICE 365
CAPABILITY ESSENTIALS PREMIUM ENTERPRISE E1 ENTERPRISE E3/E4 ENTERPRISE E5
Archive - - - Yes Yes
In-Place - - - Yes Yes

eDiscovery
Advanced - - - - Yes
eDiscovery
Legal Hold - - - Yes Yes

INFORMATION OFFICE 365 OFFICE 365
PROTECTION BUSINESS BUSINESS OFFICE 365 OFFICE 365 OFFICE 365
CAPABILITY ESSENTIALS PREMIUM ENTERPRISE E1 ENTERPRISE E3/E4 ENTERPRISE E5
Compliance - Yes Yes Yes Yes

Content Search
Auditing and Yes Yes Yes Yes Yes

Reporting
Conditional Yes Yes Yes Yes Yes

Access*
NOTE
*Conditional Access requires additional licenses
Decision point Does your organization have the

required licenses to meet Compliance
and Security business requirements?
Next steps Review your organization's current

licensing and confirm it meets all
business requirements for compliance
and security.
Before enabling any of these features, ensure you have access to the Security & Compliance Center in the
Microsoft 365 admin center. By default, tenant admins have access.
Content Search and eDiscovery do not require enablement in the Security & Compliance Center.
Location of data in Teams

Data in Teams resides in the geographic region associated with your Office 365 tenant. Currently, Teams supports
the Australia, Canada, France, India, Japan, United Kingdom, South Korea, South Africa, Americas, APAC, and
EMEA regions.
IMPORTANT
Teams currently offers data residency in Australia, Canada, France, India, Japan, United Kingdom, South Korea, and South
Africa for new tenants only. A new tenant is defined as any tenant that hasn’t had a single user from the tenant sign in to
Teams. Existing tenants from Australia, India, Japan, and South Korea will continue to have their Teams data stored in the
APAC region. Existing tenants in Canada will continue to have their data stored in the Americas. Existing tenants in France,
United Kingdom, and South Africa will continue to have their data stored in the EMEA region.
More information on South African data residency for Teams can be found in Varun Sagar's blog post, Microsoft
Teams launches South African Data Residency.
Further reading about South Korean data residency for Teams comes courtesy of Varun Sagar's blog post,
Microsoft Teams launches South Korean Data Residency.
To learn more about the launch of India and UK data residency for Teams, read Ansuman Acharya's blog post,
Microsoft Teams launches India Data Residency, other geos coming soon.
For more information on Canada data residency for Teams, read Varun Sagar's blog post, Microsoft Teams
Launches Canada Data Residency, Australia and Japan coming soon.
To learn more about the launch of Australia and Japan data residency for Teams, read Varun Sagar's blog post,
Microsoft Teams Launches Australia and Japan Data Residency.
To learn more about the launch of France data residency for Teams, read Varun Sagar's blog post, Microsoft Teams
Launches France Data Residency.
To see which region houses data for your tenant, go to the Microsoft 365 admin center > Settings >
Organization profile. Scroll down to Data location.
How do Conditional Access policies work for Teams?

Microsoft Teams relies heavily on Exchange Online, SharePoint Online, and Skype for Business Online for core
productivity scenarios, like meetings, calendars, interop chats, and file sharing. Conditional access policies that are
set for these cloud apps apply to Microsoft Teams when a user directly signs in to Microsoft Teams - on any client.
Microsoft Teams is supported separately as a cloud app in Azure Active Directory conditional access policies.
Conditional access policies that are set for the Microsoft Teams cloud app apply to Microsoft Teams when a user
signs in. However, without the correct policies on other apps like Exchange Online and SharePoint Online, users
may still be able to access those resources directly. For more information about setting up a conditional access
policy in the azure portal, go to: (https://docs.microsoft.com/azure/active-directory/active-directory-conditional-
access-azure-portal-get-started)
Microsoft Teams desktop clients for Windows and Mac support modern authentication. Modern authentication
brings sign-in based on the Azure Active Directory Authentication Library (ADAL ) to Microsoft Office client
applications across platforms.
Microsoft Teams desktop application supports AppLocker. For more information about AppLocker prerequisites,
please see: Requirements to use AppLocker (https://docs.microsoft.com/windows/security/threat-
protection/windows-defender-application-control/applocker/requirements-to-use-applocker).
Privacy in Teams
As a customer of Office 365, you own and control your data. Microsoft does not use your data for anything other
than providing you with the service that you have subscribed to. As a service provider, we do not scan your email,
documents, or teams for advertising or for purposes that are not service-related. Microsoft doesn’t have access to
uploaded content. Like OneDrive for Business and SharePoint Online, customer data stays within the tenant.
Check out more about our trust and security related information at the Microsoft Trust Center. Teams follows the
same guidance and principles as the Microsoft Trust Center.
Related topics
Office 365 ATP Safe Links
Information barriers in Microsoft Teams
Information barriers are policies that an admin can configure to prevent individuals or groups from communicating
with each other. This is useful if, for example, one department is handling information that shouldn’t be shared with
other departments or a group needs to be prevented, or isolated, from communicating with anyone outside of that
group.
NOTE
Information barrier groups cannot be created across tenants.
Using bots to add users is not supported in version 1.
Information barriers version 1 doesn't include support for SharePoint and OneDrive for Business. We are working on
enabling the feature in SharePoint and will communicate once it's available.
Information barrier policies also prevent lookups and discovery. This means that if you attempt to communicate
with someone you should not be communicating with, you will not find that user in the people picker.
Background
The primary driver for information barriers comes from the financial services industry. The Financial Industry
Regulatory Authority (FINRA) reviews information barriers and conflicts of interest within member firms and
provides guidance as to how to manage such conflicts (FINRA 2241, Debt Research Regulatory Notice 15-31.
When should I use information barriers?

You might want to use information barriers in situations like these:
A team must be prevented from communicating or sharing data with a specific other team.
A team must not communicate or share data with anyone outside of the team.
The Information Barrier Policy Evaluation Service determines whether a communication complies with information
barrier policies.
Managing information barrier policies

Information barrier policies are managed in the Office 365 Security & Compliance Center (SCC ) using PowerShell
cmdlets. For more information, see Define policies for information barriers.
IMPORTANT
Before you set up or define policies, you must enable scoped directory search in Microsoft Teams. Wait at least 24
hours after enabling scoped directory search before you set up or define policies for information barriers. Learn more about
prerequisites for information barriers.
Information barriers administrator role

The IB Compliance Management role is responsible for managing information barrier policies. For more
information about this role, see Permissions in the Office 365 Security & Compliance Center.
When are information barrier policies checked?
Information barrier policies are checked when the following Teams events take place:
Members are added to a team - Whenever you add a user to a team, the user’s policy must be evaluated
against the information barrier policies of other team members. After the user is successfully added, the user
can perform all functions in the team without further checks. If the user's policy blocks them from being added
to the team, the user will not show up in search.
A new chat is requested - Each time a new chat is requested between two or more users, the chat is evaluated
to make sure that it isn’t violating any information barrier policies. If the conversation violates an information
barrier policy, then the conversation isn’t initiated.
A user is invited to join a meeting - When a user is invited to join a meeting, the user's policy is evaluated
against the policies of other team members, and if there’s a violation, the user will not be allowed to join the
meeting.
A screen is shared between two or more users - Any time a screen is shared between two or more users, the
screen share must be evaluated to make sure that it doesn’t violate the information barrier policies of other
users. If an information barrier policy is violated, the screen share won’t be allowed.
A user places a phone call (VOIP ) in Teams - Any time a voice call is initiated by a user to another user or
group of users, the call is evaluated to make sure that it doesn’t violate the information barrier policies of other
team members. If there is any violation, the voice call is blocked.
What happens to existing chat threads when a policy is changed?

When the information barrier policy administrator makes changes to a policy, or a policy change kicks into effect
because of a change to a user’s profile (such as for a job change or a similar reason), the Information Barrier Policy
Evaluation Service automatically searches the members to ensure that members of the Team are not violating any
policies.
If there is an existing chat or other communication between users, and a new policy is set or an existing policy is
changed, the service evaluates existing communications to make sure that the communications are still allowed to
occur.
1:1 chat - If communication between the two users is no longer allowed (if a policy blocking communication is
applied to one or both users), further communication is blocked and the chat conversation will become read-
only.
Group chat - If communication from one user to the group is no longer allowed (for example, if a user changes
jobs), the user along with the other users who violate the policy may be removed from group chat and further
communication with the group will not be allowed. The user can still see old conversations (which will be read-
only), but will not be able to see or participate in any new conversations with the group. If the new or changed
policy preventing communication is applied to more than one user, the users who are affected by the policy may
be removed from group chat. They can still see old conversations.
Team - Any users who have been removed from the group are removed from the team and will not be able to
see or participate in existing or new conversations.
What will users experience if another user is blocked?

Currently, users experience the following if an information barrier policy blocks another user:
People tab - A user may see some blocked users on the People tab. The user can select the blocked users.
Activity tab - If a user visits the Activity tab of a blocked user, no posts will appear. (TheActivity tab displays
channel posts only, and there would be no common channels between the two users.)
Org charts - If a user accesses an org chart on which a blocked user appears, the user will see the blocked user
on the chart and can click actions on the chart, but the actions (such as calling) will not go through.
People card - If a user participates in a conversation and is subsequently blocked, other users can still see the
people card for the blocked user. All actions listed on the card (such as calling and chat) will be available, but the
actions will not go through.
Suggested contacts - On the suggested contacts list (the initial contact list that appears for new users), users
can see all suggested contacts (including blocked users). However, if a user clicks the name of a blocked user to
open the Chats pane, the message will be blocked.
Chat contacts - A user can see blocked users on the chat contact list.
Calls contacts - A user can see blocked users on the calls contact list and actions such as calling and messaging
will appear, but when the user tries to call or send a message to the blocked user, the call or message will not go
through.
Skype to Teams migration - During a Skype for Business to Teams migration, all users, even those blocked by
information barrier policies, will be migrated to Teams and then will be handled as described above.
Coming soon: users will experience the following if an information barrier policy blocks another user:
People tab - A user cannot see blocked users on the People tab.
Activity tab - If a user visits the Activity tab of a blocked user, no posts will appear. (TheActivity tab displays
channel posts only, and there would be no common channels between the two users.)
Org charts - If a user accesses an org chart on which a blocked user appears, the blocked user will not appear
on the org chart and an error message will appear instead.
People card - If a user participates in a conversation and the user is subsequently blocked, other users will see
an error message instead of the people card when they hover over the blocked user's name. Actions listed on
the card (such as calling and chat) will be unavailable.
Suggested contacts - Blocked users do not appear on the suggested contacts list (the initial contact list that
appears for new users).
Chat contacts - A user cannot see blocked users on the chat contact list.
Calls contacts - A user can see blocked users on the calls contact list, but the blocked users will be identified
and the only action the user can perform is to delete them.
Skype to Teams migration - During a Skype for Business to Teams migration, all users, even those blocked by
information barrier policies, will be migrated to Teams and then will be handled as described above.
Required licenses and permissions

Information barriers are rolling out now, and are included in subscriptions, such as:
Microsoft 365 E5
Office 365 E5
Office 365 Advanced Compliance
Microsoft 365 E5 Compliance
For more details, including plans and pricing, see Compliance Solutions.
More information
To learn more about information barriers, see Information barriers.
To set up information barrier policies, see Define policies for information barriers
To edit or remove information barrier policies, see Edit (or remove) information barrier policies
Conduct an eDiscovery investigation of content in
Microsoft Teams
Large Enterprises are often exposed to high penalty legal proceedings that demand submission of all Electronically
Stored Information (ESI).
All Teams 1:1 or group chats are journaled through to the respective users’ mailboxes, and all channel messages are
journaled through to the group mailbox representing the team. Files uploaded are covered under the eDiscovery
functionality for SharePoint Online and OneDrive for Business.
1. To conduct an eDiscovery investigation with Microsoft Teams content, review step 1 in this link.
2. Microsoft Teams data will appear as IM or Conversations in the Excel eDiscovery export output, and you can
mount the .PST in Outlook to view those messages post export.
When mounting the .PST for the Team, note that all conversations are kept in the Team Chat folder under
Conversation History. The title of the message aligns to Team and Channel. From reviewing the image
below, you can see this message from Bob who messaged the Project 7 channel of the Manufacturing Specs
team.
3. To see private chats in a user’s Mailbox, they are also located inside the Team Chat folder under
Conversation History.
eDiscovery of guest-to-guest chats

Without a mailbox, guest-to-guest chats (1xN chats in which there are no home tenant users) would not be indexed,
and as a result, would not be included in eDiscovery. To facilitate eDiscovery for guest-to-guest chats, a cloud-based
mailbox (or phantom mailbox) is created to store the 1xN data. After the Teams chat data is stored in the cloud-
based mailbox, it is indexed for eDiscovery and compliance content search.
The following illustration shows how eDiscovery works for guest-to-guest chats in which there isn’t a mailbox.
Identity models and authentication in Microsoft
Teams
Microsoft Teams support all the identity models that are available with Office 365. Supported identity models
include:
Cloud Identity: In this model, a user is created and managed in Office 365 and stored in Azure Active
Directory, and the password is verified by Azure Active Directory.
Synchronized Identity: In this model, the user identity is managed in an on-premises server, and the
accounts and password hashes are synchronized to the cloud. The user enters the same password on-
premises as they do in the cloud, and at sign-in the password is verified by Azure Active Directory. This
model uses the Microsoft Azure Active Directory Connect Tool.
Federated Identity: This model requires a synchronized identity with the user password is verified by the
on-premises identity provider. With this model, the password hash does not need to be synchronized to
Azure AD, and Active Directory Federation Services (ADFS ) or a third-party identity provider is used to
authenticate users against the on-premises Active Directory.
Configurations
Depending on your organization’s decisions of which identity model to implement and use, the implementation
requirements may vary. Refer to the requirements table below to ensure that your deployment meets these
prerequisites. If you have already deployed Office 365 and have already implemented the identity and
authentication method, you may skip these steps.
IDENTITY MODEL DEPLOYMENT CHECKLIST ADDITIONAL INFORMATION
All 1. Compare Office 365 Plan Office 365 Plan Options

Options and obtain a Compare Office 365 Business
subscription Plans
2. Create an Office 365 tenant Buy licenses for your Office 365
3. Assign Office 365 licenses to the for business subscription
tenant Add licenses to a subscription
4. Configure Domains and admin Set up Office 365 for business
users Add users and domain with the
5. Continue with Identity Model setup wizard
specific instructions Note: If you need assistance, the
Microsoft FastTrack for Office
365 team is available to assist.
Cloud Identity 1. Create users using Office 365 Add users individually or in bulk
Admin Portal to Office 365
IDENTITY MODEL DEPLOYMENT CHECKLIST ADDITIONAL INFORMATION
Synchronized Identity 1. Install Azure AD Connect Set up directory synchronization

2. Configure Directory for Office 365
Synchronization Note: Password hashes must be
3. Create users using on-premises synchronized for Office 365 to
Active Directory management perform authentication.
tools
Federated Identity 1. Install Azure AD Connect Set up directory synchronization

2. Configure Directory for Office 365
Synchronization Plan your AD FS deployment
3. Install and configure a Checklist: Deploy your
Federated Identity Provider federation server farm
(ADFS recommended) Configure extranet access for
4. Create users using on-premises AD FS
Active Directory management Set up a trust between AD FS
tools and Azure AD
Verify and manage single sign-
on with ADFS
Azure AD federation
compatibility list
Note: Password hashes do not
need to be synchronized to
Azure Active Directory.
Refer to Choosing a sign-in model for Office 365 and Understanding Office 365 identity and Azure Active
Directory guides for additional details.
Multi-Factor Authentication
Office 365 plans support Multi-Factor Authentication (MFA) that increases the security of user logins to Office
365 services. With MFA for Office 365, users are required to acknowledge a phone call, text message, or an app
notification on their smartphone after correctly entering their password. Only after this second authentication
factor has been satisfied, can a user sign in.
Multi Factor authentication is supported with any Office 365 plan that includes Microsoft Teams. The Office 365
subscription plans that include Microsoft Teams are discussed later in the Licensing section below.
Once the users are enrolled for MFA, the next time a user signs in, they see a message that asks them to set up
their second authentication factor. Supported authentication methods are:
TENANT TYPE AVAILABLE MFA SECOND FACTOR OPTIONS NOTES
Cloud Only MFA for Office 365 Plan for multi-factor authentication for
Phone Call Office 365 Deployments
Text Message
Mobile App Notification
Mobile App Verification Code
TENANT TYPE AVAILABLE MFA SECOND FACTOR OPTIONS NOTES
Hybrid setup (Synchronized or MFA for Office 365 Note: Additional MFA solutions are
Federated Identity model) Azure MFA module (ADFS available with Identity providers that
integrated) are compatible with Azure AD
Physical or virtual smart card federation
(ADFS integrated)
Sign in to Microsoft Teams using modern
authentication
Microsoft Teams uses modern authentication to keep the sign-in experience simple and secure. To see how users
sign in to Teams, read Sign in to Teams.
How modern authentication works

Modern authentication is a process that lets Teams know that users have already entered their credentials (like
their work email and password) elsewhere, and they shouldn't be required to enter them again to start the app. The
experience will vary depending on a couple factors, like if users are working in Windows or on a Mac. It will also
vary depending on whether your organization has enabled single-factor authentication or multi-factor
authentication (multi-factor authentication usually involves verifying credentials via a phone, providing a unique
code, entering a PIN, or presenting a thumbprint). Here's a rundown of each modern authentication scenario.
Windows users
If users have already signed in to other Office apps through their Office 365 Enterprise account, when they
start Teams they're taken straight to the app. There's no need for them to enter their credentials.
If users are not signed in to their Office 365 Enterprise account anywhere else, when they start Teams,
they're asked to provide either single-factor or multi-factor authentication (SFA or MFA), depending on
what your organization has decided they'd like the process to entail.
If users are signed in to a domain-joined computer, when they start Teams, they might be asked to go
through one more authentication step, depending on whether your organization opted to require MFA or if
their computer already requires MFA to sign in. If their computer already requires MFA to sign in, when
they open up Teams, the app automatically starts.
Mac users
When users start Teams, their computer won't be able to pull their credentials from their Office 365 Enterprise
account or any of their other Office applications. Instead, they'll see a prompt asking them for SFA or MFA
(depending on your organization's settings). Once users enter their credentials, they won't be required to provide
them again. From that point on, Teams automatically starts whenever they're working on the same computer.
Switching accounts after completing modern authentication

If users are working on a domain-joined computer (for example, if their tenant has enabled Kerberos), they cannot
switch user accounts once they've completed modern authentication. If users are not working on a domain-joined
computer, they can switch accounts.
Signing out of Microsoft Teams after completing modern

authentication
To sign out of Teams, users can click their profile picture at the top of the app, and then select Sign out. They can
also right-click the app icon in their taskbar, and then select Log out. Once they've sign out of Teams, they need to
enter their credentials again to launch the app.
Troubleshooting modern authentication

Modern authentication is available for every organization that uses Teams, so if users are not able to complete the
process, there might be something wrong with your domain or your organization's Office 365 Enterprise account.
For more information, see Why am I having trouble signing in to Microsoft Teams?.
Place a Microsoft Teams user or team on legal hold
To put a user or a team on Legal Hold, navigate to the Security & Compliance Center. When you create a new case,
you are presented with the option to place mailboxes or sites on hold.
NOTE
Placing a user on hold does not automatically place a group on hold or vice-versa.
IMPORTANT
When a user or group is placed on hold, all message copies will be retained. Example: Clay posted a message in a channel and
then modified the message. In a hold scenario, both copies of the message are retained. Without Legal Hold, only the latest
message is retained.
In the figure below, there is an investigation involving Clay. Clay is a member of the Brokers-Dealers team.
If we needed to Legal Hold all the places Clay could have discussed Brokering plans, ensure that the team’s
SharePoint site is added to the Legal Hold site list, as well as Clay’s OneDrive for Business site.
To recap, use the table below to understand what needs to be placed on Legal Hold based on data requirements:
SCENARIO WHAT TO PLACE ON HOLD
Microsoft Teams Private Chats User mailbox
Microsoft Teams Channel Chats Group mailbox used for the team
Microsoft Teams Content (e.g. Wiki, Files) SharePoint site used by the team
Private Content OneDrive for Business site of the user

Search the audit log for events in Microsoft Teams
IMPORTANT
The audit log can help you investigate specific activities across Office 365 services. For Teams, here are some of
the activities that are audited:
Team creation
Team deletion
Added channel
Changed setting
To see the complete list of activities that are audited in Office 365, read Search the audit log in the Office 365
Security & Compliance Center.
Turn on auditing in Teams

Before you can look at audit data, you have to first turn on auditing in the Security & Compliance
Center(https://protection.office.com). For help turning on auditing, read Turn Office 365 audit log search on or off.
IMPORTANT
Audit data is only available from the point at which you turned on Auditing.
Retrieve Teams data from the audit log

1. To retrieve audit logs, go to the Security & Compliance Center. Under Search & Investigation, select
Audit log search.
2. Use Search to filter by the activities, dates, and users you want to audit.
3. Export your results to Excel for further analysis.
IMPORTANT
Audit data is only visible in the Audit Log if auditing is turned on.
Video: TechTip: Using Audit Log Search in Teams

Join Ansuman Acharya, a program manager for Teams, as he demonstrates conducting an Audit Log search for
Teams in the Office 365 Security & Compliance Center.
Use Content Search in Microsoft Teams
Content Search provides an ad-hoc way to query Microsoft Teams information spanning Exchange, SharePoint
Online, and OneDrive for Business.
To learn more, read Content Search in Office 365.
For example, using Content Search against your Manufacturing Specs mailbox and Manufacturing Specs
SharePoint site, you can search against Teams channel conversations from Exchange, file uploads and
modifications from SharePoint Online, and OneNote changes.
You can also add query criteria to the Content Search to narrow the results returned. In the above example, you
can look for content where the keywords “New Factory Specs” were used.
TIP
After adding search conditions, you can export a report or the data to your computer for analysis.
Related topics
eDiscovery cases in the Office 365 Security & Compliance Center
AppLocker application control policies in Microsoft
Teams
This article explains how to enable the Teams desktop client app with AppLocker application control policies. Use of
AppLocker is designed to restrict program and script execution by non-administrative users. For more information
and guidance on AppLocker, see What is AppLocker?.
The process for enabling Teams with AppLocker requires the creation of AppLocker-based whitelisting policies.
Policies are created with Group Policy management software and/or the use of Windows PowerShell cmdlets for
AppLocker (see the AppLocker technical reference for more information). The AppLocker policy is saved in XML
format and can be edited with any text or XML editor.
Teams whitelisting with AppLocker

AppLocker rules are organized into collections of rules. AppLocker rules apply to the targeted app, and they are the
components that make up the AppLocker policy.
To whitelist Teams, we recommend that you use the publisher condition rules since all Teams app files are digitally
signed.
We don't recommend the use of path rules because the Teams installation directory is user-writable. We also don't
recommend the use of hash rules because the rules would have to be updated each time the Teams client app is
updated.
Since Teams desktop executable files are digitally signed, the publisher condition identifies an app file based on its
digital signature and embedded version attributes. The digital signature contains information about the company
that created the app file (the publisher). The version information, which is obtained from the binary resource,
includes the name of the product that the file is part of and the version number of the application file.
Example of publisher condition rules
For the Teams client app (all files, all versions):
Publisher: O=MICROSOFT CORPORATION, L=REDMOND, S=WASHINGTON, C=US

Product name: MICROSOFT TEAMS
Related topics
What is AppLocker? AppLocker technical reference
Retention policies in Microsoft Teams
Teams conversations are persistent and retained forever by default. With the introduction of retention policies,
admins can configure retention policies (both preservation and deletion) in the Security & Compliance Center for
Teams chat and channel messages. This helps organizations either retain data for compliance (namely,
preservation policy) for a specific period or get rid of data (namely, deletion policy) if it is considered a liability after
a specific period. Teams retention policies ensure that when you delete data, it is removed from all permanent data
storage locations on the Teams service.
To manage Teams retention policies, use the settings and cmdlets in the Office 365 Security & Compliance Center
under Data Governance > Retention.
Teams retention policies do support:
Preservation: Keep Teams data for a specified duration and then do nothing
Preservation and then delete: Keep Teams data for a specified duration and then delete
Deletion: Delete Teams data after a specified duration
Teams retention policies do not yet support:
Advanced retention policies don't apply to Teams chat and Teams channel message locations
Duration of fewer than 30 days
Admins can set up separate retention policies for Teams private chats (1:1 or 1:Many chats) and Teams channel
messages. In many cases, organizations consider private chat data as more of a liability than channel messages,
which are usually more project-related conversations. Set up these policies in the Security & Compliance Center,
Data governance > Retention. Turn on Teams channel messages and Teams chats and then define retention
policies for these locations (also shown in the diagram below ).
When you turn on Teams channel messages, you can specify Teams to which this policy will apply. For example,
for teams X, Y, and Z, the admin can set the deletion policies for 1 year (by selecting those teams individually), and
apply a 3-year deletion policy to the rest of the teams.
You can do the same thing for Teams chats by selecting specific users and applying unique retention policies.
IMPORTANT
The Teams channel message locations and Teams chats locations only address the Teams conversations stored in Exchange
Online mailboxes (user and group mailboxes). The messages are deleted from all relevant storage locations, namely the
mailboxes, substrate, and chat service.
To manage retention policies for Teams files, which are stored in OneDrive for Business and SharePoint, use their retention
policies.
By design, deletion policies for Teams files are configured through SharePoint Online and OneDrive for Business
locations. As a result, it's possible that a policy could delete a file referenced in a Teams chat or channel message
before those messages get deleted. In this case, the file will still show up in the Teams message, but if you click the
file, you'll get a "File not found" error (this could also happen in the absence of a policy, if someone manually
deletes a file from SharePoint Online or OneDrive for Business).
For detailed information about configuring retention policies for Office 365, read Overview of retention policies.
Microsoft Teams retention policies FAQ
What types of policies can I set up in retention policies and how do they work?
In the Security & Compliance Center, when you set up a retention policy, for Teams or for any other workload, you
can set up two main types of policies:
Preservation: These policies ensure that your data is preserved for a given period of time, no matter what
happens in the end user tools. They ensure that data is preserved for compliance reasons and available in
eDiscovery until this time expires. After the time expires, your policy can indicate whether to do nothing or
delete the data. In Teams, if you create a preservation policy for 7 years, even if end users delete their Teams
messages, these messages are still preserved for eDiscovery for 7 years.
Deletion: These policies ensure that data is not a liability for your organization. After the specified duration, data
is deleted from all relevant storage in Teams.
Can we include Teams in org-wide policies?
No, not currently. You must create specific policies for Teams chat and channel messages using the Teams location
row or these Teams cmdlets: New -TeamsRetentionCompliancePolicy & New -TeamsComplianceRetentionRule.
These cmdlets have get and set versions as well.
Are these retention policies retroactive?
Yes, they are. If you create a retention policy to delete data older than 60 days, it will delete Teams data created
more than 60 days ago.
What is the default retention policy?
By default, Teams chat, channel, and files data are retained forever. A user can delete something, but in the absence
of retention policies, Teams data is always archived into Exchange online mailboxes (user and group) and stays
there for eDiscovery.
Can I target sets of users or teams in a policy?
Yes, you do. In the policy creation wizard, in the Locations step, you can include or exclude teams (Teams channel
messages) or users (Teams chat) and create targeted policies for your organization.
What is the main difference between using the Group mailbox location row and Teams channel messages
location row in retention policies?
If you use the Group mailbox and User mailbox location rows for Exchange Online, Teams data will be deleted from
the specified mailboxes. However, this only removes data from the mailbox. It doesn’t delete other Teams data,
such as chats service. We recommend that you use Teams retention policies to properly manage all Teams data. A
Teams retention policy removes teams data from all storage locations – Mailboxes, Chat service, Teams clients.
Note: Launch of the retention policies feature for Teams makes sure that only Teams policies delete Teams items
stored inside Exchange mailbox locations (user or group). Other policies setup on mailboxes cannot affect Teams
items. This was true in the past, but has been fixed with the launch of retention policies feature.
What happens to Skype for Business Online and Teams interop chats – are they affected by retention policies?
Yes, Skype for Business Online and Teams interop chats work the same way. Once the Skype for Business Online
chat comes into Teams, it becomes a message in a Teams chat thread and gets ingested into the appropriate
mailbox. So the same flow works – Teams deletion policies will delete these messages from the Teams thread.
However, if conversation history is turned on for Skype for Business Online and from the Skype for Business
Online client side those are being saved into a mailbox, this chat data is not handled by a Teams retention policy.
Can I do these through Security & Compliance Center cmdlets? What should I use?
Absolutely. You can create Teams retention policies using Security & Compliance Center Powershell cmdlets.
Remember these are not Exchange Online cmdlets. Here are the cmdlets we created for Teams. They follow existing
nomenclature and style from retention cmdlets available today in Security & Compliance Center.
POLICY RULE
New-TeamsRetentionCompliancePolicy New-TeamsRetentionComplianceRule
Get-TeamsRetentionCompliancePolicy Get-TeamsRetentionComplianceRule
Set-TeamsRetentionCompliancePolicy Set-TeamsRetentionComplianceRule
Remove-TeamsRetentionCompliancePolicy Remove-TeamsRetentionComplianceRule
If there are multiple retention policies for Teams with varying durations, which one wins?
We follow Principles of retention policies, and we recommend that you do too. The short answer is:
Preservation always wins over deletion
Longest preservation period always wins
Explicit inclusion wins over implicit inclusion in terms of locations
Shortest deletion period wins
Known issues for retention policies in Microsoft Teams
The following are known issues for retention policies in Teams that are being tracked and investigated.
Under Choose Teams in the Teams Channel messages location row, you may see Office 365 Groups that are
not also Teams. This will be addressed in the future.
Under Choose Users in the Teams Chat location row, you may see guests and non-mailbox users. Retention
policies are not meant to be set for guests, and we are working to remove these from the list.
Exchange Life Cycle assistant (ELC ) runs daily, but it has an SLA of 7 days. As a result, it's possible that, if
you have a Teams retention policy to delete items older than 60 days, these items could persist for up to 67
days. This isn't a new situation - it follows the Exchange model. Of course, in most cases, there is no delay.
Decision point What security and compliance features

does your organization require? Does
your organization have the required
licenses to meet Security and
Compliance business requirements?
Next steps Document your required security and

compliance features.
Location of data in Microsoft Teams
Data in Teams resides in the geographic region associated with your Office 365 tenant. Currently, Teams supports
the Australia, Canada, France, India, Japan, United Kingdom, South Korea, South Africa, Americas, APAC, and
EMEA regions.
IMPORTANT
Teams currently offers data residency in Australia, Canada, France, India, Japan, United Kingdom, South Korea, and South
Africa for new tenants only. A new tenant is defined as any tenant that hasn’t had a single user from the tenant sign in to
Teams. Existing tenants from Australia, India, Japan, and South Korea will continue to have their Teams data stored in the
APAC region. Existing tenants in Canada will continue to have their data stored in the Americas. Existing tenants in France,
United Kingdom, and South Africa will have their data stored in the EMEA region.
More information on South African data residency for Teams can be found in Varun Sagar's blog post, Microsoft
Teams launches South African Data Residency.
Further reading about South Korean data residency for Teams comes courtesy of Varun Sagar's blog post,
Microsoft Teams launches South Korean Data Residency.
To learn more about the launch of India and United Kingdom data residency for Teams, read Ansuman Acharya's
blog post, Microsoft Teams launches India Data Residency, other geos coming soon.
For more information on Canada data residency for Teams, read Varun Sagar's blog post, Microsoft Teams
Launches Canada Data Residency, Australia and Japan coming soon.
To learn more about the launch of Australia and Japan data residency for Teams, read Varun Sagar's blog post,
Microsoft Teams Launches Australia and Japan Data Residency.
To learn more about the launch of France data residency for Teams, read Varun Sagar's blog post, Microsoft Teams
Launches France Data Residency.
To see which region houses data for your tenant, go to the Microsoft 365 admin center > Settings >
Organization profile. Scroll down to Data location.
EN 301 549 Déclaration de conformité en matière
d’accessibilité
Date : 2 octobre 2018

Nom du produit : Microsoft Teams
Description du produit : Microsoft Teams est l’outil de chat collaboratif d'Office 365 qui intègre toutes les
personnes, contenus et outils dont votre équipe a besoin pour être plus impliquée et efficace.
Plate-forme : Win32
Version du produit : 1.2.00.6412
Site web en matière d'accessibilité : Microsoft Accessibility
Pour obtenir de l'aide sur ce rapport, veuillez nous envoyer un email.
Section 1 Champ d’application

La présente attestation de conformité à la norme EN 301 549 v2.1.2 (PDF ) précise les exigences fonctionnelles en
matière d’accessibilité applicables aux produits et services TIC de Microsoft.
Section 2 Références
Section 3 Définitions et abréviations
Section 4 Déclarations de conformité aux exigences fonctionnelles
Exigences fonctionnelles d’accessibilité
Section 5 Exigences génériques
CRITÈRES FONCTIONNALITÉS PRISES EN CHARGE REMARQUES
5.1.2.2 – 5.1.6.2 Non applicable Fonctionnalité fermée
5.2 Activation des fonctionnalités Pris en charge

d’accessibilité
Dans le cas où la TIC présente des
fonctionnalités d’accessibilité
documentées, il est possible d’activer les
fonctionnalités qui sont requises pour
répondre à un besoin spécifique sans
faire appel à une méthode qui ne prend
pas en charge ce besoin.
5.3 Biométrie Non applicable

Dans le cas où la TIC fait appel à des
caractéristiques biologiques, elle ne fait
pas de l’utilisation d’une caractéristique
biologique le seul moyen d’identification
de l’utilisateur ou de contrôle de la TIC.
5.4 Préservation des informations Non applicable

d’accessibilité pendant la conversion
Dans le cas où la TIC convertit des
informations ou une communication,
elle préserve toutes les informations
non exclusives documentées qui sont
fournies pour l’accessibilité dans la
mesure où ces informations peuvent
être contenues dans le format de
destination ou prises en charge par ce
dernier.
5.5.1 Mode de fonctionnement Non applicable

Dans le cas où la TIC présente des
éléments actionnables qui doivent être
actionnés en les prenant, en les pinçant
ou en exerçant une torsion du poignet,
un autre mode de fonctionnement
accessible qui ne nécessite pas ces
gestes est proposé.
5.5.2 Discernabilité des éléments Non applicable

actionnables
Dans le cas où la TIC a des éléments
actionnables, elle propose un moyen de
discerner chaque élément actionnable
sans que la vision ne soit nécessaire et
sans accomplir le geste associé à cet
élément actionnable.
5.6.1 Statut tactile ou auditif Non applicable

DDans le cas où la TIC est dotée d’une
commande de verrouillage et où cette
commande est présentée visuellement à
l’utilisateur, la TIC propose au moins un
mode de fonctionnement avec lequel il
est possible de déterminer le statut de
la commande par le son ou par le
toucher sans actionner la commande.
5.6.2 Statut visuel Non applicable

Dans le cas où la TIC est dotée d’une
commande de verrouillage et où cette
commande n’est pas présentée
visuellement à l’utilisateur, la TIC
propose au moins un mode de
fonctionnement avec lequel il est
possible de déterminer visuellement le
statut de la commande lorsque la
commande est présentée.
5.7 Répétition automatique des Non applicable

touches
Dans le cas où la TIC est dotée de la
fonction répétition automatique des
touches et où cette fonction ne peut
être désactivée :
a) le délai avant la répétition
automatique est réglable jusqu’à au
moins 2 secondes ; et
b) la vitesse de répétition peut être
réduite jusqu’à un caractère par
intervalle de 2 secondes.
5.8 Acceptation des doubles frappes Non applicable

sur le clavier
Dans le cas où un clavier est fourni, le
délai, après une frappe sur le clavier,
pendant lequel une autre frappe ne sera
pas acceptée si elle est identique à la
frappe précédente est réglable jusqu’à
au moins 0,5 seconde.
5.9 Actions simultanées de Pris en charge

l’utilisateur
Dans le cas où la TIC nécessite, pour
fonctionner, plusieurs actions
simultanées de l’utilisateur, cette TIC
propose au moins un mode de
fonctionnement qui ne nécessite pas
plusieurs actions simultanées de la part
de l’utilisateur pour fonctionner.
Section 6 TIC avec communication voix bidirectionnelle

CRITÈRES FONCTIONNALITÉS PRISES EN CHARGE REMARQUES ET EXPLICATIONS
6.1 Bande passante audio pour la Pris en charge

parole (recommandation pour
information)
Dans le cas où la TIC permet la
communication voix bidirectionnelle, elle
doit être capable, pour donner une
bonne qualité audio, de chiffrer et de
déchiffrer la communication voix
bidirectionnelle dans une bande de
fréquence plafonnée à au moins 7 000
Hz.
6.2.1.1 Communication en temps Non applicable

réel par texte (RTT)
Dans le cas où la TIC est compatible
avec la communication voix
bidirectionnelle dans un contexte
d’utilisation spécifié, elle permet à un
utilisateur de communiquer avec un
autre utilisateur en RTT.
6.2.1.2 Voix et texte simultanés Non applicable

Dans le cas où la TIC ou les TIC fournies
à un utilisateur sont compatibles avec la
communication voix bidirectionnelle et
permettent à un utilisateur de
communiquer avec un autre utilisateur
en RTT, elles proposent un mécanisme
permettant de sélectionner un mode de
fonctionnement qui permet la voix et le
texte simultanés.
6.2.2.1 Affichage visuellement Non applicable

distinguable
Dans le cas où la TIC est dotée de
capacités d’envoi et de réception en
RTT, l’affichage du texte envoyé est
visuellement différencié de celui du texte
reçu.
6.2.2.2 Direction envoi/réception Non applicable

déterminable par un programme
informatique
Dans le cas où la TIC est dotée de
capacités d’envoi et de réception en
RTT, la direction (envoi/réception) du
texte transmis est déterminable par un
programme informatique, à moins que
le RTT n’ait une fonctionnalité fermée.
6.2.3 Interopérabilité Non applicable

Dans le cas où une TIC dotée de la
fonctionnalité RTT affiche une
interopérabilité avec d’autres TIC dotées
de la fonctionnalité RTT (comme l’exige
le 6.2.1.1), elles sont compatibles avec
au moins un des quatre mécanismes
d’interopérabilité RTT décrits ci-dessous
:
a) TIC inter-opérant sur le Réseau
Téléphonique Public (RTC) avec une
autre TIC qui se connecte directement
au RTC comme décrit dans la
Recommandation ITU-T V.18 [i.23] ou
l’une de ses annexes pour les signaux de
téléphonie en mode texte sur l’interface
RTC ;
b) TIC inter-opérant avec une autre TIC
utilisant la VoIP SIP et utilisant une
technologie RTT conforme au document
RFC 4103 ;
c) TIC inter-opérant avec une autre TIC
utilisant une technologie RTT conforme
à l’ensemble des protocoles IP
Multimedia Sub-System (IMS) spécifiés
dans les documents TS 126 114, TS 122
173 et TS 134 229 ;
d) TIC inter-opérant avec une autre TIC
utilisant une spécification commune
adaptée et applicable pour l’échange
RTT qui est publiée et peut être
consultée. Cette spécification commune
comprend une méthode pour indiquer
la perte ou de la corruption de
caractères.
6.2.4 Réactivité de la RTT Non applicable

Dans le cas où la TIC utilise la saisie RTT,
cette saisie RTT est transmise au réseau
TIC compatible RTT dans la seconde qui
suit sa saisie.
6.3 Identification de l’appelant Pris en charge

Dans le cas où la TIC propose
l’identification de l’appelant et où des
fonctions de télécommunications
similaires sont proposées, l’identification
de l’appelant et les fonctions de
télécommunication similaires sont
disponibles sous forme de texte et via
au moins une autre modalité.
6.4 Alternatives aux services basés Pris en charge

sur la voix
Dans le cas où la TIC propose la
communication voix en temps réel et
propose également des fonctions de
messagerie vocale, de réception
automatique ou de serveur vocal
interactif, la TIC doit offrir aux
utilisateurs un moyen d’accéder aux
informations et d’exécuter les fonctions
fournies par la TIC sans utiliser l’audition
ou la parole.
6.5.2 Résolution Pris en charge

Lorsqu’une TIC qui permet la
communication voix bidirectionnelle est
également dotée d’une fonctionnalité
vidéo en temps réel, cette TIC :
a) est compatible au moins avec la
résolution « QCIF » ;
b) doit de préférence être compatible
avec au moins la résolution « CIF ».
6.5.3 Taux de trame (vitesse Pris en charge

d’images)
Lorsqu’une TIC qui propose la
dotée d’une fonctionnalité de vidéo en
temps réel, cette TIC :
a) prend en charge un taux de trame
d’au moins 12 images par seconde (IPS)
;
b) doit de préférence prendre en charge
un taux de trame d’au moins 20 images
par seconde (IPS) avec ou sans langue
des signes dans le flux de données
vidéo.
6.5.4 Synchronisation entre le signal Pris en charge

audio et le signal vidéo
Lorsqu’une TIC qui permet la
dotée d’une fonctionnalité de vidéo en
temps réel, cette TIC doit garantir un
écart de temps de 100 ms maximum
entre la voix et les images présentées à
l’utilisateur.
6.6 Alternatives aux services vidéo Pris en charge

Dans le cas où la TIC propose la
communication vidéo en temps réel et
propose également des fonctions de
répondeur, de réception automatique
ou de réponse interactive, la TIC doit
proposer aux utilisateurs un moyen
d’accéder aux informations et
d’accomplir les tâches associées à ces
fonctions :
a) pour les informations audibles, sans
utilisation de l’audition ;
b) pour les commandes vocales, sans
utilisation de la voix ;
c) pour les informations visuelles, sans
utilisation de la vision.
Section 7 TIC avec fonctions vidéo

Cette section ne s’applique pas à Microsoft Teams.
Section 8 Matériel informatique

Section 9 Web
Section 10 Documents non basés dans le Web

Section 11 Logiciel
FONCTIONNALITÉS PRISES EN
CRITÈRES CHARGE REMARQUES ET EXPLICATIONS
11.1.1.1.1 Contenu non Pris en charge

textuel (lecture d’écran
prise en charge)
Dans le cas où la TIC est un
logiciel non-web qui est doté
d’une interface utilisateur et
qui prend en charge l’accès
aux technologies d’assistance
pour la lecture d’écran, elle
remplit les Critères de Succès
WCAG 2.1 indiqués dans le
Tableau 1.1.1 Contenu non
textuel
11.1.2.1.1 Audio Non-applicable

seulement et vidéo
seulement (préenregistré)
pour la lecture d’écran et où
aucune information sonore
préenregistrée n’est
nécessaire pour permettre
l’utilisation des fonctions
fermées de la TIC, elle
Tableau 1.2.1 Audio
seulement et vidéo
seulement (préenregistré).
11.1.2.2 Sous-titres
(préenregistrés) Non-applicable
d’une interface utilisateur,
elle remplit les Critères de
Succès WCAG 2.1 indiqués
dans le Tableau 1.2.2 : Sous-
titres (préenregistrés).
11.1.2.3.1 Non-applicable
Audiodescription ou
média alternatif
(préenregistré)
Tableau 1.2.3 :
Audiodescription ou média
de remplacement
(préenregistré).
11.1.2.4 Sous-titres (en Non-applicable

direct)
Succès indiqués WCAG 2.1
dans le Tableau 1.2.4. Sous-
titre (en direct).
11.1.2.5 Audiodescription Non-applicable

(préenregistrée)
dans le Tableau 1.2.5
Audiodescription
(préenregistrée).
11.1.3.1.1 Informations et Pris en charge Les cartes de contact qui ne

relations sont pas lues dans l'onglet
Dans le cas où la TIC est un Groupes utilisent plutôt
logiciel non-web qui est doté l'onglet A-Z qui se trouve à
d’une interface utilisateur et côté.
Tableau 1.3.1 Informations
et relations.
11.1.3.2.1 Ordre Pris en charge

séquentiel logique
Tableau 1.3.2 Ordre
séquentiel logique.
11.1.3.3 Caractéristiques Pris en charge

sensorielles
Caractéristiques sensorielles.
11.1.3.4 Orientation Non évalué

Orientation
11.1.3.5 Indentification du Non évalué

motif de la saisie
11.1.4.1 Utilisation de la Pris en charge

couleur
Utilisation de la couleur.
11.1.4.2 Contrôle du son Pris en charge

Si du contenu audio d’un
logiciel est audible
automatiquement pendant
plus de 3 secondes, il existe
un mécanisme pour l’arrêter
ou le mettre en pause, ou
alors il existe un mécanisme
pour contrôler le volume
audio indépendamment du
volume du système général.
11.2.1.12 Contraste Pris en charge avec des Différents textes accessoires

(minimum) exceptions dans l'interface utilisateur
Dans le cas où la TIC est un ont un rapport de contraste
logiciel non-web qui est doté inférieur à 4,5: 1 par rapport
d’une interface utilisateur, à l'arrière-plan.
Contraste (minimum)> .
11.1.4.4.1 Redimensionner Pris en charge

le texte
qui permet l’accès aux
fonctions d’agrandissement
de la plate-forme ou de la
technologie d’assistance, elle
Tableau 1.4.4
Redimensionner le texte.
11.1.4.5.1 Images de texte Pris en charge

tableau 11.14 Images de
texte.
11.1.4.10.1 Redistribution Non évalué

pour la lecture d’écran, le
contenu peut être présenté
sans perte d'information ou
de fonctionnalité, et sans
qu'il soit nécessaire de le
faire défiler en deux
dimensions :
Contenu défilant
verticalement sur une
largeur équivalente à 320
pixels CSS ;
Contenu défilant
horizontalement à une
hauteur équivalente à 256
pixels CSS ;
Sauf pour les parties du
contenu qui nécessitent une
mise en page
bidimensionnelle pour
l'utilisation ou la
signification.
11.1.4.11 Contraste non Non évalué

textuel
dans le tableau 1.4.11
Contraste non textuel.
11.1.4.12 Espacement du Non évalué

texte
qui n'a pas de zone de mise
en page de taille fixe
essentielle pour que
l'information soit transmise,
dans le tableau 1.4.12
Espacement du texte.
11.1.4.13 Passer le curseur Non évalué

ou focaliser
dans le tableau 1.4.13 Passer
le curseur ou focaliser
11.2.1.1.1 Clavier Pris en charge avec des

Dans le cas où la TIC est un exceptions Le retour à l'appel à partir
logiciel non-web qui est doté de la notification n'est pas
d’une interface utilisateur et pris en charge. Pour revenir
qui permet l’accès aux à l'appel, il convient d’utiliser
claviers ou à une interface le moniteur d'appel situé
clavier, elle remplit les dans la fenêtre principale de
Critères de Succès WCAG l'application.
2.1 indiqués dans le Tableau Les infobulles d'écran
2.1.1 Clavier. n'apparaissent pas lorsque le
clavier est centré sur les
icônes.
11.2.1.16 Pas de piège au Pris en charge

clavier
Si le focus du clavier peut
être positionné sur un
composant du logiciel à
l’aide d’une interface clavier,
réciproquement, il peut être
déplacé hors de ce même
composant simplement à
l’aide d’une interface clavier
et, si ce déplacement exige
plus que l’utilisation d’une
simple touche flèche ou
tabulation ou toute autre
méthode standard de sortie,
l’utilisateur est informé de la
méthode permettant de
déplacer le focus hors de ce
composant.
11.2.1.4.1 Raccourcis Non évalué

touches de caractère
Raccourcis touches de
caractère.
11.2.2.1 Réglage du délai Non applicable

Pour chaque délai qui est
fixé par le logiciel, au moins
l’un des points suivants est
vrai :
Suppression :
l’utilisateur est
autorisé à supprimer
la limite de temps
avant de la dépasser;
ou
Ajustement :
l’utilisateur est
autorisé à ajuster la
limite de temps avant
de la dépasser dans
un intervalle d’au
moins dix fois la
durée paramétrée
par défaut ; ou
Prolongation :
l’utilisateur est averti
avant que la limite de
temps n’expire et il lui
est accordé au moins
20 secondes pour
prolonger cette limite
par une action simple
(par exemple, «
appuyer sur la barre
d’espace ») et
l’utilisateur est
autorisé à prolonger
la limite de temps au
moins dix fois ; ou
L’exception du temps
réel : la limite de
temps est une partie
constitutive d’un
événement en temps
réel (par exemple,
une enchère) et
aucune alternative
n’est possible ; ou
L’exception de la
limite essentielle : la
limite de temps est
essentielle et la
prolonger invaliderait
alors l’activité ; ou
L’exception des 20
heures : la limite de
temps est supérieure
à 20 heures.
11.2.2.2 Mettre sur pause, Pas pris en charge L'arrêt des GIF animés n'est
arrêter, masquer pas pris en charge
Pour toute information en
mouvement, clignotante,
défilante ou mise à jour
automatiquement, tous les
points suivants sont vrais :
Déplacement, clignotement,
défilement : pour toute
information en mouvement,
clignotante ou défilante qui
(1) démarre
automatiquement, (2) dure
plus de cinq secondes et (3)
est présentée conjointement
avec un autre contenu,
l’utilisateur dispose d’un
mécanisme pour la mettre
en pause, l’arrêter ou la
masquer, à moins que le
mouvement, le clignotement
ou le défilement s’avère un
élément essentiel au bon
déroulement de l’activité ; et
Mise à jour automatique :

pour toute information mise
à jour automatiquement qui
(1) démarre
automatiquement et (2) est
présentée conjointement
avec un autre contenu,
l’utilisateur dispose d’un
mécanisme pour la mettre
en pause, l’arrêter ou pour
contrôler la fréquence des
mises à jour à moins que la
mise à jour automatique
s’avère essentielle au bon
déroulement de l’activité.
11.2.3.1 Pas plus de trois Pris en charge

flashs ou sous le seuil
critique
Le logiciel est exempt de
tout élément qui flashe plus
de trois fois dans n’importe
quel intervalle d’une
seconde ou ce flash doit se
situer sous le seuil de flash
générique et le seuil de flash
rouge.
11.2.4.3 Parcours du focus Pris en charge

Si un logiciel peut être
parcouru de façon
séquentielle et que les
séquences de navigation
affectent la signification ou
l’action, les éléments
reçoivent le focus dans un
ordre qui préserve la
signification et l’opérabilité.
11.2.4.4 Fonction du lien Pris en charge

(selon le contexte)
Fonction du lien (selon le
contexte).
11.2.4.6 En-têtes et Pris en charge Les messages et les chaînes

étiquettes de réponse sont marqués
Dans le cas où la TIC est un comme titres pour une
logiciel non-web qui est doté navigation efficace. Prise en
d’une interface utilisateur, charge de l'accessibilité pour
elle remplit les Critères de les équipes Microsoft.
dans le Tableau 2.4.6 En-
têtes et étiquettes.
11.2.4.7 Visibilité du focus Pris en charge

dans le 2.4.7 Visibilité du
focus.
11.2.5.1 Mouvements du Non évalué

curseur
Toutes les fonctionnalités qui
utilisent des mouvements
multipoints ou basés sur des
trajectoires pour l'opération
peuvent être utilisées avec
un seul curseur sans geste
basé sur une trajectoire, à
moins qu'un mouvement
multipoints ou basé sur une
trajectoire soit essentiel.
11.2.5.2 Annulation du Non évalué

curseur
Pour les fonctionnalités qui
peuvent être commandées à
l'aide d'un seul curseur, au
moins l'un des points
suivants est vrai :
Pas d'événement bas
: L'événement bas du
curseur n'est pas
utilisé pour exécuter
une partie de la
fonction ;
Abandonner ou
Annuler : L'exécution
de la fonction est en
cours d'exécution et
un mécanisme
permet d'interrompre
la fonction avant la
fin ou d'annuler la
fonction après la fin ;
événement haut :
L'événement haut
annule tout résultat
de l'événement bas
précédent ;
Essentiel : Il est
essentiel de
compléter la fonction
sur l'évènement bas
11.2.5.3 Nom de Non évalué

l’étiquette
dans le 2.5.3 Nom de
l’étiquette.
11.2.5.4 commande de Non évalué

mouvement
dans le 2.5.4 Commande de
mouvement
11.3.1.1.1 Langue du Pris en charge

logiciel
pour la lecture d’écran, le
langage humain par défaut
du logiciel peut être
déterminé par un
programme informatique.
11.3.2.1 Au focus Pris en charge avec En passant la souris sur la

Dans le cas où la TIC est un exceptions carte d'un contact, vous
logiciel non-web qui est doté placez le curseur du clavier à
d’une interface utilisateur, l'intérieur de la carte.
dans le Tableau 3.2.1Au
focus.
11.3.2.2 À la saisie Pris en charge

dans le Tableau 3.2.2 À la
saisie.
11.3.3.1.1 Identification Pris en charge

des erreurs
Tableau 3.3.1 Identification
des erreurs.
11.3.3.3 Étiquettes ou Pris en charge

instructions
Étiquettes ou instructions.
11.3.3.3 Suggestion après Pris en charge

une erreur
Suggestion après une erreur.
11.3.3.4 Prévention des Non applicable

erreurs ( juridiques,
financières, de données)
Pour les logiciels qui
entraînent des obligations
légales ou des transactions
financières de la part de
l’utilisateur, qui modifient ou
effacent des données
contrôlables par l’utilisateur
dans des systèmes de
stockages de données ou
qui enregistrent les réponses
de l’utilisateur à des tests, au
moins l’une des conditions
suivantes est vraie :
1. Réversibilité : les
soumissions sont
réversibles.
2. Vérification : les
données saisies par
l’utilisateur sont
vérifiées au niveau
des erreurs de saisie
et la possibilité est
donnée à l’utilisateur
de les corriger.
3. Confirmation : un
mécanisme est
disponible pour
examiner, confirmer
et corriger les
informations avant
de finaliser leur
soumission.
11.4.1.1.1 Analyse Pris en charge

syntaxique
Pour un logiciel qui utilise
des suivis de modification de
langue de telle manière que
le suivi est indiqué
séparément et à la
disposition des technologies
d’assistance et
caractéristiques
d’accessibilité du logiciel ou
d’un agent utilisateur
sélectionnable par un
utilisateur, les éléments ont
des suivis de modification de
début et de fin complètes, ils
sont imbriqués
conformément à leurs
spécifications, ils ne
contiennent pas d’attributs
dupliqués et chaque ID est
unique, sauf dans le cas où
les spécifications autorisent
ces caractéristiques.
11.4.1.2.1 Nom, rôle et Pris en charge avec des La sélection « état de la

valeur exceptions réunion » depuis la liste de
Pour tout composant d’une réunion n'est pas apparente
interface utilisateur (et du point de vue de la
notamment des éléments de programmation. Il convient
formulaire, liens et d’utiliser le bon contenu de
composants générés par des l'application ou le bon titre
scripts), le nom et le rôle de la fenêtre pour vérifier.
peuvent être déterminés par Certaines des
un programme informatique informations
; les états, les propriétés et complémentaires
les valeurs qui peuvent être résultant de l'action
paramétrés par l’utilisateur de l'utilisateur lors
peuvent être définis par un d'une réunion ne
programme informatique ; et sont pas
la notification des automatiquement
changements de ces lues par les lecteurs.
éléments est mise à la La possibilité
disposition des agents d'ajouter du texte alt.
utilisateurs, et notamment à une image n'est pas
des technologies supportée
d’assistance. Le contenu
d’iFrame/webview
n'est pas accessible
avec les lecteurs
d'écran. Utilisez
plutôt Teams web.
11.5.2.2.1 Prise en charge Non applicable

du service d'accessibilité
de la plate-forme pour les
logiciels qui fournissent
une interface utilisateur
Les logiciels de plate-forme
fournissent un ensemble de
services de plate-forme
documentés qui permettent
aux logiciels qui fournissent
une interface utilisateur
fonctionnant sur le logiciel
de plate-forme d'interagir
avec la technologie
d'assistance.
Le logiciel de la plate-forme
devrait prendre en charge
les exigences 11.5.2.5 à
11.5.2.2.17, sauf que,
lorsqu'un concept d'interface
utilisateur correspondant à
l'une des clauses 11.5.2.5 à
11.5.2.17 n'est pas pris en
charge par l'environnement
logiciel, ces exigences ne
sont pas applicables. Par
exemple, les attributs de
sélection de 11.5.2.14
(Modification des attributs
de focalisation et de
sélection) peuvent ne pas
exister dans les
environnements qui ne
permettent pas la sélection,
qui est le plus souvent
associée au copier-coller.
11.5.2.2 Prise en charge Non applicable

des services d’accessibilité
de la plate-forme les
technologies d’assistance
fournit un ensemble de
services d’accessibilité de
plate-forme documentés qui
permettent aux technologies
d’assistance d’interagir avec
un logiciel doté d’une
interface utilisateur
fonctionnant sur le logiciel
de la plate-forme.
doit être compatible avec les
exigences des clauses
11.5.2.5 à 11.5.2.17 étant
toutefois entendu que, dans
le cas où le concept d’une
interface utilisateur qui
correspond à l’une des
clauses 11.5.2.5 à 11.5.2.17
n’est pas compatible avec
l’environnement logiciel, ces
exigences ne s’appliquent
pas. Par exemple, les
attributs de sélection du
11.5.2.14 (Modification du
focus et attributs de
sélection) peuvent ne pas
exister dans les
environnements qui ne
permettent pas la sélection,
ce qui est le souvent le cas
de la fonction copier-coller.
11.5.2.3 Utilisation des Voir sections 11.5.2.5 à

services d’accessibilité 11.5.2.17
Dans le cas où le logiciel
présente une interface
utilisateur, il utilisera les
services documentés
d’accessibilité applicables de
la plate-forme. Si ces
services documentés
d’accessibilité de la plate-
forme ne permettent pas au
logiciel de remplir les
exigences applicables des
clauses 11.5.2.5 à 11.5.2.17,
alors un logiciel qui est doté
d’une interface utilisateur
utilise d’autres services
documentés pour interagir
avec la technologie
d’assistance.
11.5.2.4 Technologie Non applicable

d’assistance
Dans le cas où la TIC est une
technologie d’assistance, elle
utilise les services
documentés d’accessibilité
de la plate-forme.
11.5.2.5 Informations Pris en charge

relatives à l’objet
utilisateur il rendra, en
utilisant les services décrits
dans la clause 11.3.2.3, le
rôle, l’état ou les états, la
frontière, le nom et la
description des éléments de
l’interface utilisateur
déterminables par un
programme informatique
par les technologies
d’assistance.
11.5.2.6 Ligne, Colonne et Pris en charge

titres
utilisateur, il rendra, à l’aide
des services décrits dans la
clause 11.5.2.3, la ligne et la
colonne de chaque cellule
d’un tableau de données, y
compris les titres de la
colonne et de la ligne s’il y
en a, déterminables par un
d’assistance.
11.5.2.7 Valeurs Pris en charge

clause 11.5.2.3, la valeur
actuelle d’un élément de
l’interface utilisateur et
toutes valeurs minimales ou
maximales de la fourchette,
si l’élément de l’interface
utilisateur transmet des
informations sur une
fourchette de valeurs,
d’assistance.
11.5.2.8 Relations des Pris en charge

étiquettes
utilisateur, il exposera la
relation qu’un élément de
l’interface utilisateur a en
tant qu’étiquette d’un autre
élément, ou en tant
qu’élément étiqueté par un
autre élément, à l’aide des
services décrits dans la
clause 11.5.2.3, de sorte que
ces informations soient
d’assistance.
11.5.2.9 Relations parent- Pris en charge

enfant
clause 11.5.2.3, la relation
entre un élément de
l’interface utilisateur et des
éléments parent ou enfant
d’assistance.
11.5.2.10 Texte Pris en charge

clause 11.5.2.3, les contenus
textuels, les attributs textuels
et la frontière du texte qui
apparaît à l’écran,
d’assistance.
11.5.2.11 Liste des actions Pris en charge

disponibles
clause 11.5.2.3, une liste des
actions disponibles qui
peuvent être exécutées sur
un élément de l’interface
utilisateur déterminable par
un programme informatique
d’assistance.
11.5.2.12 Exécution des Pris en charge

actions disponibles
Quand les exigences de
sécurité l’autorisent, un
logiciel qui est doté d’une
interface utilisateur autorise,
en utilisant les services
décrits dans la clause
11.5.2.3, l’exécution
programmatique des actions
exposées conformément à la
clause 11.5.2.11 par les
technologies d’assistance.
11.5.2.13 Suivi du focus et Pris en charge

des attributs de sélection
Dans le cas où le logiciel est
doté d’une interface
clause 11.5.2.3, les
informations et mécanismes
nécessaires pour suivre le
focus, le point d’insertion du
texte et les attributs de
sélection des éléments de
l’interface utilisateur,
d’assistance.
11.5.2.14 Modification du Pris en charge

focus et des attributs de
sélection
interface utilisateur autorise,
11.5.2.3, les technologies
d’assistance à modifier par
le focus, le point d’insertion
du texte et les attributs de
sélection des éléments de
l’interface utilisateur dans la
mesure où l’utilisateur peut
les modifier.
11.5.2.15 Notification des Pris en charge

changements
Dans le cas où le logiciel est
doté d’une interface
utilisateur, il avisera, à l’aide
11.5.2.3, les technologies
d’assistance de toute
modification des attributs
des éléments de l’interface
utilisateur déterminables par
qui sont référencés dans les
exigences 11.5.2.5 à
11.5.2.11 et 11.5.2.13.
11.5.2.16 Modifications de Pris en charge

l’état et des propriétés
interface utilisateur autorise
les technologies d’assistance,
11.5.2.3, à modifier par un
l’état et les propriétés des
éléments de l’interface
utilisateur, dans la mesure
où l’utilisateur peut les
modifier.
11.5.2.17 Modifications Pris en charge

des valeurs et du texte
interface utilisateur autorise
les technologies d’assistance,
décrits dans la 11.5.2.3, à
modifier les valeurs et le
texte des éléments de
l’interface utilisateur à l’aide
des méthodes de saisie de la
plate-forme, dans le cas où
un utilisateur peut les
modifier sans utiliser de
technologie d’assistance.
11.6.1 Contrôle par Non applicable

l’utilisateur des
caractéristiques
d’accessibilité
Dans le cas où un logiciel est
une plate-forme, il propose
des modes d’utilisation
suffisants pour permettre un
contrôle de l’utilisateur sur
les caractéristiques
d’accessibilité de la plate-
forme qui sont documentées
comme étant destinées aux
utilisateurs.
11.6.2 Pas de perturbation Pris en charge avec Pour un thème à

des caractéristiques exceptions contraste élevé,
d’accessibilité utilisez le thème
Dans le cas où le logiciel est fourni dans
doté d’une interface l'application à partir
utilisateur, il ne perturbe pas de la boîte de
les caractéristiques dialogue Paramètres.
d’accessibilité documentées Le paramètre de
qui sont définies dans la désactivation de
documentation relative à la l'animation fourni
plate-forme sauf si dans la plate-forme
l’utilisateur le demande en n’est pas pris en
cours de fonctionnement du charge
logiciel.
11.7 Préférences de Pris en charge avec Pour un thème à

l’utilisateur exceptions contraste élevé,
Dans le cas où le logiciel est utilisez le thème
doté d’une interface fourni dans
utilisateur, il propose des l'application à partir
modes d’utilisation suffisants de la boîte de
qui utilisent les préférences dialogue Paramètres.
de l’utilisateur pour les Le paramètre de
paramètres de la plate- désactivation de
forme (couleur, contraste, l'animation fourni
police, taille de la police et dans la plate-forme
curseur de focus), à n’est pas pris en
l’exception des logiciels qui charge
sont destinés à être isolés de
la plate-forme à laquelle ils
appartiennent.
11.8.2 Création de Pris en charge avec La possibilité d'ajouter du

contenu accessible exceptions texte alt. pour les images
Les systèmes auteurs n'est pas prise en charge
permettent et guident la
production de contenu
conforme aux clauses 9
(Contenu Web) ou 10
(Contenu non-web) telles
qu’applicables.
11.8.3 Préservation des Non applicable

informations sur
l’accessibilité dans le
cadre des transformations
Si le système auteur assure
des transformations de
restructuration ou des
transformations de
recodage, alors les
informations sur
l’accessibilité sont préservées
dans le résultat s’il existe des
mécanismes équivalents
dans la technologie du
contenu du résultat.
11.8.4 Assistance à la
réparation
Si la fonctionnalité de
contrôle de l’accessibilité
d’un système auteur peut
détecter que le contenu ne
remplit pas une exigence des
clauses 9 (Web) ou 10
(Documents non-web) selon
le cas, alors le système
auteur présente une ou
plusieurs suggestions de
réparation.
Non applicable
1186.5 Modèles Non applicable

Quand un système auteur
propose des modèles, au
moins un modèle prenant en
charge la création de
contenu conforme aux
exigences des clauses 9
(Web) ou 10 (Documents
non-web), selon le cas, est
disponible et identifié
comme tel.
Section 11 Logiciels - Fonctionnalité fermée Cette section ne s'applique pas à Microsoft Teams.
Section 12 Documentation et services d’assistance

12.1.1 Caractéristiques Pris en charge

d’accessibilité et de compatibilité
La documentation produit fournie avec
la TIC, qu’elle soit fournie séparément
ou intégrée dans la TIC, dresse la liste
des caractéristiques d’accessibilité et de
compatibilité de la TIC et explique
comment les utiliser.
12.1.2 Documentation accessible Pris en charge

La documentation produit fournie avec
la TIC est mise à disposition dans au
moins un des formats électroniques
suivants :
a) un format web qui est conforme à la
clause 9, ou
b) un format non-web qui est conforme
à la clause 10.
12.2.2 Informations sur les Pris en charge

caractéristiques d’accessibilité et de
compatibilité
Les services d’assistance de la TIC
communiquent des informations sur les
caractéristiques d’accessibilité et de
compatibilité qui sont mentionnées
dans la documentation produit.
12.2.3 Efficacité de la Pris en charge Disability Answer Desk

communication
Les services d’assistance de la TIC
répondent aux besoins en
communication des personnes
porteuses de handicap directement ou
depuis un point de référence.
12.2.4 Documentation accessible Pris en charge

La documentation fournie par les
services d’assistance est mise à
disposition dans au moins un des
formats électroniques suivants :
a) un format Web qui est conforme à la
clause 9, ou
b) un format non-web qui est conforme
à la clause 10.
Section 13 TIC assurant le relais ou l’accès à des services d’urgence

© 2019 Microsoft Corporation. Tous droits réservés. Les noms des sociétés et des produits mentionnés dans le
présent document peuvent être les marques de leurs propriétaires respectifs. Les informations qui figurent dans le
présent document constituent l’opinion actuelle de Microsoft Corporation sur les thèmes concernés à la date de
publication. Microsoft ne peut garantir l’exactitude d’une information présentée après la date de publication.
Microsoft met régulièrement à jour ses sites Internet et publie de nouvelles informations sur l’accessibilité de ses
produits dès qu’elles sont disponibles.
La personnalisation du produit annule la présente déclaration de conformité de Microsoft. Les clients ont la
possibilité de faire des déclarations de conformité indépendantes s’ils ont contrôlé avec toute la diligence
raisonnable nécessaire que les mesures de personnalisation qu’ils ont prises remplissent toutes les exigences.
Pour en savoir plus sur les spécifications de compatibilité de produits de technologie d’assistance spécifiques,
consultez vos fournisseurs de technologies d’assistance.
Le présent document n’est pas la norme EN 301 549 v 2.1.2 (2018-08) et ne doit pas être utilisé en remplacement
de celle-ci. Les extraits de la norme EN 301 549 v 2.1.2 qu’il contient ne sont référencés que pour décrire la
conformité de Microsoft avec certaines de ses dispositions. Un exemplaire complet de la norme EN 301 549 v 2.1.2
(2018-08) est disponible émanant de l’European Telecommunications Standards Institute (ETSI), du Comité
Européen de Normalisation et du Comité Européen de Normalisation Électrotechnique.
Le présent document est fourni à titre indicatif. MICROSOFT NE FOURNIT AUCUNE GARANTIE, EXPRESSE OU
TACITE, DANS LE PRÉSENT DOCUMENT.
Related topics
Accessibility solutions for Skype for Business Online in France
Accessibility solutions for Skype for Business Online
and Microsoft Teams in France
Rapport sur les actions engagées par Microsoft pour favoriser l’accès
des personnes en situation de handicap aux communications
électroniques
Fournir des expériences accessibles à tous est au cœur de la mission de Microsoft, qui consiste à permettre à
chaque personne et à chaque organisation de la planète d’accomplir davantage. Microsoft offre un certain nombre
de fonctionnalités d'accessibilité pour Skype Entreprise et Microsoft Teams qui s’inscrivent dans son engagement
fort en faveur de l'accessibilité et de l'inclusion.
Fonctionnalités d'accessibilité de Skype Entreprise et Microsoft Teams

Skype Entreprise dans Office 365 offre des fonctionnalités d’accessibilité qui rendent l’application de réunion et de
messagerie plus facile à utiliser pour les personnes handicapées. Ces fonctionnalités sont détaillées sur le site web
Accessibilité de Skype Entreprise, qui décrit également les options d’accessibilité disponibles sur les plates-formes
les plus répandues : https://support.office.com/fr-fr/article/prise-en-charge-de-l-accessibilit%C3%A9-dans-skype-
entreprise-fbe39411-6f25-405d-acb4-861735865d18?omkt=fr-FR&ui=fr-FR&rs=fr-FR&ad=FR.
Microsoft Teams dans Office 365 est un outil de collaboration professionnelle avec des fonctions de messagerie, de
vidéoconférence et d'appel. Microsoft Teams intègre des fonctionnalités d'accessibilité afin de faciliter la
communication des utilisateurs ayant une mauvaise vision, une dextérité réduite ou d'autres handicaps. Ces
caractéristiques sont résumées sur le site web Accessibilité de Microsoft Teams: https://support.office.com/fr-
fr/article/prise-en-charge-de-l-accessibilit%C3%A9-dans-microsoft-teams-d12ee53f-d15f-445e-be8d-
f0ba2c5ee68f?omkt=fr-FR&ui=fr-FR&rs=fr-FR&ad=FR.
Les pages consacrées à chacune de ces plates-formes décrivent comment se présentent généralement Skype
Entreprise et Microsoft Teams sur les appareils qui prennent en charge ces plates-formes, telles que Windows, Mac,
iOS et Android. Les descriptions des agencements de Skype Entreprise et Microsoft Teams peuvent s’avérer
particulièrement utiles pour les utilisateurs non-voyants, malvoyants ou à mobilité réduite pour les aider à se
construire une représentation mentale des caractéristiques des interfaces utilisateur (IU ) de Skype Entreprise et
Microsoft Teams afin de leur permettre d’y naviguer plus facilement.
Pour les personnes qui utilisent un lecteur d’écran, il est possible de naviguer dans l’interface utilisateur de
l’application Skype Entreprise à l’aide du clavier, et des pages d’aide sont proposées pour expliquer:
Les raccourcis clavier dans Skype Entreprise (https://support.office.com/fr-fr/article/Raccourcis-clavier-
dans-Skype-entreprise-42ff538f-67f2-4752-afe8-7169c207f659?omkt=fr-FR&ui=fr-FR&rs=fr-
FR&ad=FR )
comment ajouter des personnes à vos contacts avec Skype Entreprise et un lecteur d’écran
(https://support.office.com/fr-fr/article/Ajouter-des-personnes-%c3%a0-vos-contacts-avec-Skype-
Entreprise-et-un-lecteur-d-%c3%a9cran-669b53a4-9dd1-4506-8fe2-aee42d8bafe8?omkt=fr-FR&ui=fr-
FR&rs=fr-FR&ad=FR )
comment passer ou recevoir un appel à l’aide de Skype Entreprise avec un lecteur d’écran
(https://support.office.com/fr-fr/article/Passer-ou-recevoir-un-appel-%c3%a0-l-aide-de-Skype-Entreprise-
avec-un-lecteur-d-%c3%a9cran-d73b5b49-080f-436f-802c-208b958204e4?omkt=fr-FR&ui=fr-FR&rs=fr-
FR&ad=FR )
comment utiliser un lecteur d’écran avec Skype Entreprise pour consulter la messagerie vocale
(https://support.office.com/fr-fr/article/Utiliser-un-lecteur-d-%c3%a9cran-avec-Skype-Entreprise-pour-
consulter-la-messagerie-vocale-6e2f9f74-980b-42c7-92d8-e2afbe69b7d9?omkt=fr-FR&ui=fr-FR&rs=fr-
FR&ad=FR )
comment envoyer un message instantané dans Skype Entreprise à l’aide d’un lecteur d’écran
(https://support.office.com/fr-fr/article/Envoi-d-un-message-instantan%c3%a9-dans-Skype-Entreprise-
%c3%a0-l-aide-d-un-lecteur-d-%c3%a9cran-e7059839-94fb-4f73-92b4-76de51133f2e?omkt=fr-
FR&ui=fr-FR&rs=fr-FR&ad=FR )
comment participer à une réunion en ligne avec Skype Entreprise et un lecteur d’écran
(https://support.office.com/fr-fr/article/Participer-%c3%a0-une-r%c3%a9union-en-ligne-avec-Skype-
Entreprise-et-un-lecteur-d-%c3%a9cran-68e8a11a-8796-4ce9-89d6-38a15b6da456?omkt=fr-FR&ui=fr-
FR&rs=fr-FR&ad=FR )
comment partager votre écran avec Skype Entreprise et un lecteur d’écran ( https://support.office.com/fr-
fr/article/Partager-votre-%c3%a9cran-avec-Skype-Entreprise-et-un-lecteur-d-%c3%a9cran-678ce631-
1499-4a24-8d32-a68498ce9ff4?omkt=fr-FR&ui=fr-FR&rs=fr-FR&ad=FR )
Microsoft Teams fournit des pages d'aide avec des raccourcis clavier et des instructions de navigation pour les
personnes utilisant des lecteurs d'écran :
Les raccourcis clavier pour passer un appel dans Microsoft Teams (https://support.office.com/fr-
fr/article/raccourcis-clavier-de-microsoft-teams-2e8e2a70-e8d8-4a19-949b-4c36dd5292d2?omkt=fr-
L’utilisation d'un lecteur d'écran afin de créer de nouvelles équipes pour les conversations dans Microsoft
Teams (https://support.office.com/fr-fr/article/utiliser-un-lecteur-d-%C3%A9cran-pour-cr%C3%A9er-des-
%C3%A9quipes-dans-microsoft-teams-fcd5a839-0458-47d2-9688-7cffb66779c5?omkt=fr-FR&ui=fr-
FR&rs=fr-FR&ad=FR )
Comment envoyer un message privé ou chatter en privé dans Microsoft Teams à l'aide d'un lecteur d'écran
(https://support.office.com/fr-fr/article/utiliser-un-lecteur-d-%C3%A9cran-pour-envoyer-un-message-ou-
discuter-en-priv%C3%A9-dans-microsoft-teams-c99901c9-00dc-44d4-8921-4aa120bf298b?omkt=fr-
Comment utiliser un lecteur d'écran pour rechercher des alertes et y répondre dans Microsoft Teams
(https://support.office.com/fr-fr/article/utiliser-un-lecteur-d-%C3%A9cran-pour-rechercher-des-alertes-et-
y-r%C3%A9pondre-dans-microsoft-teams-8290757e-789d-4e5a-a2ac-9ae4a07d55c2?omkt=fr-FR&ui=fr-
FR&rs=fr-FR&ad=FR )
Microsoft Teams permet maintenant aux utilisateurs de brouiller leur arrière-plan pendant les réunions, ce qui peut
être utile pour les personnes malentendantes qui ont des difficultés à lire sur les lèvres et celles qui peuvent être
facilement distraites par un environnement actif : https://support.office.com/fr-fr/article/rendre-votre-arrière-plan-
flou-dans-une-réunion-en-équipe-f77a2381-443a-499d-825e-509a140f4780?omkt=fr-FR&ui=fr-FR&rs=fr-
FR&ad=FR.
De plus, la fonction de chat de Microsoft Teams inclut désormais "Immersive Reader", ce qui permet aux
utilisateurs ayant des difficultés de lecture et visuelles de modifier la taille du texte, d'augmenter l'espacement, de
modifier les polices et les thèmes, et de réduire le champ de l'expérience de la lecture :
https://support.office.com/fr-fr/article/utiliser-le-lecteur-immersif-dans-microsoft-teams-a700c0d0-bc53-4696-
a94d-4fbc86ac7a9a?omkt=fr-FR&ui=fr-FR&rs=fr-FR&ad=FR.
Skype Entreprise permet le réglage de la taille du texte de messagerie instantanée pour une lecture plus facile, et
Microsoft Teams permet le zoom. Skype Entreprise et les équipes Microsoft fournissent une assistance pour TTY.
Lorsque vous utilisez Skype Entreprise, les menus de réponse vocale interactive peuvent être ralentis, accélérés et
redémarrés, et les utilisateurs peuvent choisir de ne pas afficher les instructions. Microsoft Teams permet le réglage
de la vitesse de la messagerie vocale.
Les utilisateurs de Skype Entreprise peuvent également choisir de recevoir leurs messages vocaux sous forme de
texte, ce qui est particulièrement bénéfique pour les personnes malentendantes ou sourdes, à condition qu’ils
utilisent Outlook 2010 ou des versions plus récentes: https://support.office.com/fr-fr/article/Activer-ou-
d%c3%a9sactiver-l-aper%c3%a7u-de-messagerie-vocale-de-la-messagerie-unifi%c3%a9e-43691569-3C6E -4583-
AB89-889E511FA583?omkt=fr-FR&ui=fr-FR&rs=fr-FR&ad=FR. Les administrateurs informatiques de Microsoft
Teams peuvent gérer la transcription pour leurs clients.
La Reconnaissance Vocale Windows peut également aider les personnes à mobilité réduite en leur faisant
bénéficier de l'utilisation des commandes vocales plutôt que du clavier ou de la souris. Des instructions pour savoir
comment activer la reconnaissance vocale sur un ordinateur fonctionnant sous Windows 10 sont disponibles ici :
https://support.microsoft.com/fr-fr/help/17208/windows-10-use-speech-recognition.
Assistance client
L’objectif de Microsoft est d’offrir la meilleure expérience possible à tous ses clients. Pour cela, Microsoft offre une
assistance technique sur toutes les questions relatives à l’accessibilité en permettant à ses clients de contacter le
Answer Desk Accessibilité. L’équipe du Answer Desk Accessibilité est formée à l’utilisation des technologies
d’assistance les plus répandues et peut apporter une assistance en français par téléphone et par chat :
https://support.microsoft.com/fr-fr/accessibility/disability-answer-desk
Déclaration de conformité EN 301 549

Pour aider ses clients à évaluer l’accessibilité, Microsoft propose une documentation qui décrit comment Skype
Entreprise et Microsoft Teams se conforment à la norme européenne EN 301 549 relative aux exigences
d'accessibilité applicables aux marchés publics des produits et services liés aux TIC (Technologies de l’Information
et de la Communication) en Europe. Des copies des rapports EN 301 549 sont jointes en annexes.
Calling plans in Office 365 - Code of practice for the
United Kingdom (U.K.)
This Code applies to small business customers (organizations with 10 employees or less) in the United Kingdom
(UK) with respect to the Office 365 Calling Plan service (the "Service") in accordance with UK communications
regulations. Other Skype for Business services are governed by your service agreement with Microsoft and any
other terms applicable to your use of the particular service.
1. About Skype for Business

Skype for Business is provided in the UK by Microsoft Ireland Operations Limited, which has its registered office at
70 Sir John Rogerson's Quay, Dublin 2, Ireland.
2. Customer service
If you have any sales, billing, or technical support questions, you may contact us either by phone during normal
business hours or online:
Toll-Free Phone Number: 0800 032 6417
Online: Sign in to the Microsoft 365 admin center and submit a service request by selecting New service request
under Support.
Normal business hours are Monday through Friday, from 9:00 am to 5:00 pm.
You may be able to answer some of your questions by visiting the Skype for Business website.
3. Complaints and dispute resolution

Our top priorities are customer satisfaction and excellent service. However, in the event that you have a complaint,
we will work quickly to help you resolve your issue. Our Calling Plans in Office 365 - complaint handling code for
the United Kingdom (U.K.) page details the procedures for small businesses to file a complaint with us and our
independent dispute resolution scheme.
4. Number porting
Skype for Business in some cases may be unable to transfer a customer's telephone number for use with the
Service. Where number portability is available, Skype for Business will take all reasonable steps to ensure that the
transfer of the number and subsequent activation is completed promptly once an agreement to transfer the
number has been reached with the customer's current service provider.
5. Service reliability
Office 365 Calling Plan relies on your broadband connection. If your broadband connection experiences a power
cut or failure, you will not be able to make telephone calls. The causes for these failures may be outside of our
control.
6. Emergency calls
Skype for Business provides access to 999/112 public emergency call services to customers within England, Wales,
Scotland and Northern Ireland. However, emergency calls to 999 or 112 operate differently with Office 365 Calling
Plan services than on traditional telephone services. Customers are required to notify each user of the Office 365
Calling Plan services of these differences.
The differences include the following: (i) Skype for Business may not know the actual location of a caller, which
could result in the emergency services being despatched to the wrong location; (ii) when a Skype for Business user
dials an emergency call, the user may be asked by an operator to provide his or her current location to assist in
properly routing the emergency call and despatching emergency services; (iii) if the user's device has no power, is
experiencing a power outage or, for any reason, cannot otherwise access the Internet, the user cannot make an
emergency call through Office 365 Calling Plan services; and (iv) although Office 365 Calling Plan services can be
used anywhere in the world where an Internet connection is available, users should not call 999 or 112 outside
England, Wales, Scotland or Northern Ireland because the call likely will not be routed to the appropriate
emergency service.
It is important that each customer registers the location of your users and keeps this information updated so that it
can be provided to the emergency services. You can make changes to location information online through the
Skype for Business administrator portal.
7. Refund policy
Our refund policy is stated in your service agreement.
8. Contract terms and conditions

Standard contract conditions for the Service are provided in your service agreement.
9. Subscription fees and charges

Information about subscription plans and usage charges (including Premium Rate Services and National
Translation Services number charges) can be found on Skype for Business website.
10. Directory listing

If you would like a Directory Enquiry listing (including an entry in the Phone Book) for your telephone number, it
can be provided for an additional fee. For further details, please contact us using our contact information provided
in Section 2.
11. Users with disabilities

This Code and the Complaints Handling Code are available in large print or audio format.
12. Premium rate services

What are premium rate services?
Premium Rate Services are telephone numbers that render information and entertainment that are charged to
your telephone bill. Premium Rate Services include, but are not limited to, charity donations, voting lines (i.e.
Britain's Got Talent), directory enquiries, gambling lines, and adult services lines (i.e. dating). Calls to Premium Rate
Services are more expensive than calls to other landline numbers and begin with 0871, 0872, 0873, 118, and 09.
Premium Rate Services are delivered by service providers ("Service Providers"). Service Providers either (a)
provide the goods or services or (b) act as resellers or aggregators on behalf of a number of such providers.
How do premium rate services work?
Skype for Business sends your Premium Rate Services call to another telephone company ("Terminating
Communications Provider") which receives the call on behalf of the Services Provider. While Premium Rate
Services revenue is divided amongst the Services Provider, Skype for Business, and the Terminating
Communications Provider, most of the revenue is received by the Services Provider.
Charges
All usage charges for Premium Rate Services can be found on our website. The duration of a call for calling
premium rate numbers shall be based on one-minute increments. Fractions of minutes will be rounded up to the
next minute. The connection fee, where applicable, will be charged at the beginning of the call.
Telephone preference service and fax preference services
Telephone Preference Service ("TPS"), which is operated by the Direct Marketing Association on behalf of Ofcom,
is a register that enables customers to opt-out of receiving unsolicited sales calls. If you would like to register with
the TPS, you may do so at https://www.tpsservices.co.uk/tps-services-for-consumers/register-on-the-tps.aspx or by
calling 0843 005 9576.
Like TPS, Fax Preference Service ("FPS") is a register where businesses and individuals may opt-out of receiving
unsolicited sales and market faxes. You may register with FPS by calling 0843 005 9576 or online at
https://secure.dma.org.uk/cgi-bin/session.pl?reg_option=fps.
Internet dialler protection
An Internet dialler, which is similar to a computer virus, is software that can be downloaded onto your computer
and can connect your computer to Premium Rate Services without your knowledge or consent. To protect your
computer, we recommend that you exercise caution when clicking on links or popups and downloading material for
unknown sources. For further protection, upon request by phone or e-mail, we can bar access to all or specific
Premium Rate Services for content and cost reasons. In addition, we recommend that you download all necessary
security software to protect your computer and that you frequently install updates for such software as it becomes
available. If you believe you have been victimized by an Internet dialler, please contact us by phone or e-mail.
PhonepayPlus
All Service Providers must register with PhonepayPlus, which is an independent organization approved by Ofcom.
PhonepayPlus regulates Premium Rate Services and investigates complaints filed by consumers. All Service
Providers must adhere to the PhonepayPlus Code of Practice, which can be found at
http://www.phonepayplus.org.uk/for-business/code-of-practice. If a Service Provider violates the Code of Practice,
PhonepayPlus may:
Require a party to remedy a breach
Issue fines
Bar access to services
Service provider contact information
To find contact information for a Service Provider, you can use PhonepayPlus' #NumberChecker tool at
http://www.phonepayplus.org.uk/for-consumers/making-an-enquiry/submit-an-online-enquiry. If you believe that
you were wrongfully charged for a Premium Rate Service, you should contact the Service Provider directly.
Complaints
If you wish to file a complaint about a Service Provider with PhonepayPlus, you may, free of charge, submit an
enquiry either online or by phone:
Phone: 0300 30 300 20 (9:30 am - 5 pm Monday to Friday)
Online Enquiry: http://www.phonepayplus.org.uk/for-consumers/making-an-enquiry/submit-an-online-
enquiry
Dispute resolution
If you believe that the charge on your Premium Rate Service charge on you bill was an error on Skype for
Business' part and you would like a refund, you can file a complaint according to the Skype for Business Complaint
Handling Code. If you file a complaint with Skype for Business and either (a) the complaint is not resolved after
eight (8) weeks of submission or (b) you receive a letter from us stating that we have reached a final decision, you
may refer the complaint to Ombudsman Services, which is a third party approved by Ofcom to deal with
complaints regarding communications services.
13. National translation services, personal numbers and 0870 numbers

National Translation Services are telephone numbers that begin with 08 or 0500 (Freephone numbers) and are
classified as "special service numbers" by the National Telephone Numbering Plan. Personal Numbers are prefixed
with the numbers 070.
Rates for National Translation Services, Personal Numbers, and 0870 numbers are provided on our website and
may fluctuate depending on the time of day and the day of the week that your call is made. Calls to 0800 numbers
are free.
Related topics
Calling plans in Office 365 - Complaint handling code
for the United Kingdom (U.K.)
This Code applies to small business customers (organizations with 10 employees or less) in the United Kingdom
(UK) with respect to the Office 365 Calling Plan service (the "Service") in accordance with UK communications
regulations. Other Skype for Business services are governed by your service agreement with Microsoft and any
other terms applicable to your use of the particular service.
How to make a complaint

Customer satisfaction is a priority for Skype for Business. However, in the event that you are dissatisfied with the
Service for any reason, you may file a complaint by phone or online:
Toll-Free Phone Number: 0800 032 6417
Online: Sign in to the Microsoft 365 admin center and submit a service request by selecting New service
request under Support.
Timelines
If you file a complaint by phone during normal business hours, you will speak to a live Skype for Business
representative, who will attempt to resolve the issue during the phone call.
If you file a complaint online, a Skype for Business representative will respond to your complaint within two (2)
business days of receiving the complaint and will attempt to resolve the issue immediately.
If a Skype for Business representative is unable to resolve the issue immediately, he or she will clearly explain
further steps that need to be taken to investigate the matter. The representative will provide you his or her contact
information so that you may contact him or her with any questions throughout the course of the investigation.
Skype for Business aims to resolve all complaints related to the Service within seven (7) business days of receipt.
If you are unhappy with the manner in which your complaint regarding the Service is managed, you may ask the
Skype for Business representative handling your complaint, by phone or email, to escalate the complaint to in
accordance with your service agreement. Microsoft will evaluate the complaint within seven (7) days of receipt.
Alternative dispute resolution

If your complaint regarding the Service is not resolved after eight (8) weeks of submission or if you receive a letter
from us stating that we have reached a final decision, you may refer the complaint to Ombudsman Services, which
is a third party approved by Ofcom to deal with complaints regarding communications services. We will also notify
you, in writing, about the availability of such alternative dispute resolutions services.
Ombudsman Services is independent of Microsoft and will render an impartial decision on the merits of the
complaint. There is no cost for referring a complaint to Ombudsman Services.
All complaints must be sent to Ombudsman Services within twelve (12) months of filing the complaint with Skype
for Business.
The steps for referring a complaint to Ombudsman Services can be found on the Ombudsman Services' website.
You may reach Ombudsman Services by filling out a contact form on the Ombudsman Services' website or by
phone, letter, or email:
Contact Form: https://www.ombudsman-services.org/about-us/contact-us
Phone: 0330 440 1614
Fax: 0330 440 1615
Textphone: 0330 440 1600
E -mail: osenquiries@os-communications.org
Letter:
Ombudsman Services: Communications
PO Box 730
Warrington
WA4 6WU
Related topics
Skype for Business and Microsoft Teams data
collection practices
Skype for Business Server and Skype for Business Online, along with Skype for Business and Microsoft Teams
apps, collect data to help Microsoft understand how these products are being used and what kinds of errors, such
as sign-in errors, have occurred. This information helps us understand usage patterns, plan new features, and
troubleshoot and fix problem areas.
While some usage data is collected automatically, other data can only be collected when the admin and/or user
chooses to allow it. Data collection falls into these three categories:
Census data
Usage data
Error reporting data
Census data
Census data is acquired solely to provide, support, and improve Skype for Business. Microsoft Teams, and Skype
for Business Online. It includes environmental information such as device and operating system versions, and
regional and language settings. It also includes counters for sign-in attempts and failures. Here are some specific
examples of the census data that's collected:
DATA TYPE EXAMPLE NOTES
AppName iPhoneSkype
DeviceModel iPhone
OSName iPhoneiOS
OSVersion 8.3
UserLanguage EN-US
UserID E296D735-4F36-4E18-7C3B- The ID is hashed twice: once on the

52E1A02A0164 client and again on the telemetry
service. The hashing ensures the ID
cannot be linked to a specific user.
DeviceID 5E872200-F546-4CCD-8F23- The device ID is a GUID that's randomly

AF5F507AA2DD generated once on the device and sent
to the telemetry service.
Census data DOES NOT contain any information that identifies your organization or users. See the Skype for
Business Privacy Statement for more information.
Census data is on by default and cannot be turned off by admins or end users.
Usage data
Usage data includes information such as number of calls made, number of IMs sent or received, number of
meetings joined, frequency of features used, and stability issues.
Usage data might contain information that identifies your organization, such as contoso.com. Here are some
specific examples of the usage data that's collected:
IM Sent 12
IM Received 5
Join a meeting (attempts) 5
Join a meeting (success) 4
Call/meeting minutes 30 mins
FederationPartner Microsoft.com This is the name of the organization

registered in Office 365 and is
transmitted in cleartext, which means
it's not obfuscated.
Usage data DOES NOT contain any information that identifies users.
Usage data collection is on by default, but on-premises admins can turn it off using the
DisableAutomaticSendTracing Group Policy setting on Skype for Business Server. Turning this setting off affects all
users in the organization. See Configure client bootstrapping policies for more information.
End users cannot turn usage data collection on or off.
For Skype Meetings App and the join launcher web pages, the way to control telemetry is through this policy:
Set-CsWebServiceConfiguration -MeetingUxEnableTelemetry $True
This policy defaults to false, so telemetry collection is off by default. This setting is per-pool and controls all users
who connect with Skype Meetings App to a meeting hosted on that server.
Error reporting data

Error reporting data can include information about performance and reliability, device configuration, network
connection quality, error codes, error logs, and exceptions. Here are some specific examples of error reporting data
that's collected:
Message direction Incoming
Conversation state Idle
Conversation thread ID AdDO8hsJqilU93hQHC3OZaPR2saEA=

=
UserID amosmarble The ID is sent in cleartext , which the

telemetry service hashes before storing
it
Error reporting data may also contain personally identifiable information such as the user's IP address and Session
Initiation Protocol Uniform Resource Identifier (SIP URI). See the Skype for Business Privacy Statement for a
detailed explanation of what's collected.
Error reporting requires two things:
The DisableAutomaticSendTracing Group Policy setting is set to False on the server or in the tenant admin
center (this is the default state). See Configure client bootstrapping policies for more information.
End users individually opt in from the General tab (click the gear icon and then the Options dialog
opens with the General tab displayed) in the Skype for Business client.
For Skype Meetings App, the MeetingUxEnableTelemetry also controls error reporting, although for crashes on
Windows, the Watson settings control uploading crash info. There is no user setting for Skype Meetings App like
you see in the desktop client dialog box.
See Set General options in Skype for Business for more information.
You can see Set up your network for Skype for Business Online to set up your network.
If you are using Office 365 operated by 21Vianet in China, see Set up your network for Skype for Business Online
operated by 21Vianet.
Related topics
Customer Experience Improvement Program
IMPORTANT INFORMATION
Emergency Services calling operates differently with Calling Plans in Office 365 than on traditional telephone
services. It is important that you understand these differences and communicate them to all users with
Calling Plans in Office 365. You acknowledge and agree that you have read and understand the differences in
our Emergency Services calling and will provide this notice to each user with Calling Plans in Office 365.
The differences in our Emergency Services calling capabilities include the following: (i) Skype for Business
and Teams may not know the actual location of a caller making an Emergency Services call, which could result
in the call being routed to the wrong Emergency Services call center and/or emergency services being
dispatched to the wrong location; (ii) if the user's device has no power, is experiencing a power outage or, for
any reason, cannot otherwise access the Internet, the user cannot make an Emergency Services call through
Calling Plans in Office 365; and (iii) although Calling Plans in Office 365 can be used anywhere in the world
where an Internet connection is available, users should not make an Emergency Services call from a location
outside their home country/region because the call likely will not be routed to the appropriate call center in
that country/region.
Related topics
Admin training
Use these tutorials, videos, and other training resources to learn about Teams and drive usage in your org.
Instructor-led training
Microsoft-hosted free, live, online training classes designed to get you up and running with Teams. Join us to see Teams in
action, get your questions answered, and interact with our live instructors.
End user training

Use these training resources to help users in your org get the most out of Teams.
Don't miss this key training

Check back frequently - we'll keep updating this list so you'll always know about the latest, coolest, most important Teams training.
Teamwork
Course: Enabling Teamwork with Teams
Adoption specialist certification

The Microsoft Service Adoption Specialist Certification course features Teams. Learn how to drive adoption of Microsoft
services in your org.
Introduction to teamwork in Microsoft 365

Learn about the Microsoft 365 tools that facilitate teamwork for all workers, no matter where they're located or how they
connect to your org.
Microsoft 365 Certified: Teamwork Administrator Associate

Microsoft 365 Teamwork Administrators configure, deploy, and manage Office 365 workloads, such as SharePoint (online,
on-premises, and hybrid), OneDrive, and Teams.
Instructor-led training for Microsoft Teams
Microsoft is excited to host a series of free, live, online training classes designed to get you up and running with Teams. If you're a
business decision maker, admin, IT Pro, or end user, you'll find a class that’s right for you. Join us to see Teams in action, get your
questions answered, and interact with our live instructors. For more training opportunities, including on-demand versions of live
training, check out our on-demand end-user training.
Click a session below to sign up.
Say hello to Microsoft Teams

What is Microsoft Teams? Join us for this 30-minute orientation to discover what
Teams is and how it can work for you.
Audience: All
Get started with Teams

From chatting and meetings to using teams and channels, users will leave this
session with the foundation to use Teams with confidence.
Audience: End users
Run effective meetings with Teams

Learn how you can leverage Teams for your pre, during, and post meetings
experience.
Audience: End users
Learn how to take Teams to the next level

Understand creative ways to optimize and organize Teams in your day-to-day work.
Audience: End users
Switch from Skype for Business to Teams

Get what you need to quickly start using Teams during your transition from Skype
for Business to Teams.
Audience: End users
Teams for US government (GCC )

Join us for an interactive overview of Teams in Office 365 GCC that showcases best
practices for collaboration.
Audience: IT professionals, end users
Teams for Education - Webinars
Learn how to use Teams in higher education.
Audience: Staff, students, academics, research faculty, IT professionals
Firstline Workers with Teams

Learn about the firstline worker capabilities in Teams.
Audience: End users
Upgrade planning workshops

Plan and implement a successful upgrade to Teams
Audience: IT professionals, adoption change managers
Use the training resources to educate yourself about Teams, teach others or run workshops. Check back here often for new content.
Get started fast with a couple of teams and channels
View best practice and how-to videos in the Coffee in the Cloud channel on YouTube
Get training for your users
Technical training
MO D U LE V ID EO PO W ER PO INT D ECK
Foundations - Core Components Video Deck
Windows Desktop Client Video Deck
Governance, management and Lifecycle Video Deck
Security & Compliance Video Deck
Network Planning Video Deck
Call Quality Overview Video Deck
Meetings introduction Video Deck
Live Events Video Deck
Phone System introduction Video Deck
Direct Routing Video Deck
Upgrade from Skype for Business to Teams Video 1: Introduction to Upgrade Deck
Video 2: Plan your upgrade
Video 3: Coexistence and Interoperability
Video 4: Administrator experience
Quick start guides

Quick start: Teams for Education admins
Quick start: Configuring Calling Plans in Teams
Tutorials
Tutorial: Meetings in Teams
Tutorial: Audio Conferencing in Teams
Tutorial: Understand calling in Teams
Courses
Enabling Teamwork with Microsoft Teams
Microsoft Service Adoption Specialist
Use these training resources to help users in your organization get the most out of Teams.
Welcome to Teams!
Watch this short video introducing you to Teams
Follow this quick start to get up and running quickly on Teams
Get help and how-to documentation in the Teams help center
Watch Teams training videos
Check out the Teams channel on YouTube
Featured training
Quick starts
Download this quick start guide (PDF ) to learn the basics
Follow the articles in this quick start to get up to speed quickly
Teams overview
Teams interactive demo
On-demand live training: #ThisisTeams - How Teams can work for you
On-demand live training: Getting Started with Teams
Switch to Teams from Skype for Business

Article: Switch to Teams from Skype for Business
On-demand live training: Upgrade 101: Understanding your upgrade from Skype for Business to Teams
On-demand live training: From Skype for Business to Teams
Set up teams
Video: Get your team up and running
Video: Go-to guide for team owners
Video: Organize your teams list
Video: Guidance for setting up teams, channels, and tabs
Teams & channels

Video: Overview of teams and channels
Video: Favorite and follow channels
Video: Work in channels
Video: Tip - Send email to a channel
Posts & messages

Video: Create and format a post
Video: Get attention with @mentions
Video: Save a post or a message
Chats, calls & meetings

Video: Start chats and make calls
Video: Create instant meetings with Meet now
Video: Manage meetings
Apps & tools

Video: Add tools with tabs
Video: Turn a file into a tab
Video: Use the command box
Video: Command bar overview
Activity feed
Video: Filter your activity feed
Video: Manage notification settings
Teams tips & tricks

Article: Teams tips & tricks
Check your environment’s readiness for Microsoft
Teams
The transition to the cloud will vary by each organization, and current state may have an impact on how Teams will
function.
Educational institutions are strongly encouraged to deploy School Data Sync before deploying Microsoft Teams.
School Data Sync uses your school’s SIS roster data to automatically create classes and groups for Microsoft
Teams and other applications.
To get the best experience on Teams, your organization must have deployed Exchange Online and SharePoint
Online. You must also ensure that your current environment is ready for Teams. Refer to these links for help:
If your organization has not deployed any Office 365 workloads, see Getting Started with Office 365 for
business.
If your organization has not added or configured a verified domain for Office 365, see Verify your Office
365 domain.
If your organization has not synchronized identities to Azure Active Directory, see Identity models and
authentication in Microsoft Teams.
If your organization does not have Exchange Online, see Understand how Exchange and Microsoft Teams
interact.
If your organization does not have SharePoint Online, see Understand how SharePoint Online and
OneDrive for Business interact with Microsoft Teams.
If your organization is an educational institution and you use a Student Information System (SIS ), deploy
School Data Sync before deploying Microsoft Teams.
If your organization has an existing on-premises Skype for Business Server (or Lync Server) deployment,
you must configure Azure AD Connect to synchronize your on-premises directory with Office 365. For
more information, see Configure Azure AD Connect for Teams and Skype for Business.
Prepare your organization's network for Microsoft
Teams
Teams combines three forms of traffic:

Data traffic between the Office 365 online environment and the Teams client (signaling, presence, chat, file
upload and download, OneNote synchronization).
Peer-to-peer real-time communications traffic (audio, video, desktop sharing).
Conferencing real-time communications traffic (audio, video, desktop sharing).
This impacts the network on two levels: traffic will flow between the Microsoft Teams clients directly for peer-to-
peer scenarios, and traffic will flow between the Office 365 environment and the Microsoft Teams clients for
meeting scenarios. To ensure optimal traffic flow, traffic must be allowed to flow both between the internal
network segments (for example, between sites over the WAN ) as well as between the network sites and Office
365. Not opening the correct ports or actively blocking specific ports will lead to a degraded experience.
To get an optimal experience with real time media within Microsoft Teams, your network must meet the
networking requirements for Office 365. For more information, see Media Quality and Network Connectivity
Performance for Skype for Business Online.
For the two defining network segments (Client to Microsoft Edge and Customer Edge to Microsoft Edge),
consider the following recommendations.
VALUE CLIENT TO MICROSOFT EDGE CUSTOMER EDGE TO MICROSOFT EDGE
Latency (one way) * < 50ms < 30ms
Latency (RTT or Round-trip Time) * < 100ms < 60ms
Burst packet loss <10% during any 200ms interval <1% during any 200ms interval
Packet loss <1% during any 15s interval <0.1% during any 15s interval
Packet inter-arrival Jitter <30ms during any 15s interval <15ms during any 15s interval
Packet reorder <0.05% out-of-order packets <0.01% out-of-order packets
* The latency metric targets assume your company site or sites and the Microsoft edges are on the same
continent.
Your company site connection to the Microsoft network edge includes first hop network access, which can be WiFi
or another wireless technology.
The network performance targets assume proper bandwidth and/or QoS planning. In other words, the
requirements apply directly to Teams real-time media traffic when the network connection is under a peak load.
For more help with preparing your network for Teams, check out Network Planner.
Bandwidth requirements
Microsoft Teams gives you the best audio, video and content sharing experience regardless of your network
conditions. With variable codecs, media can be negotiated in limited bandwidth environments with minimal
impact. But where bandwidth is not a concern, experiences can be optimized for quality, including up to 1080p
video resolution, up to 30fps for video and 15fps for content, and high-fidelity audio.
This article describes a concise version of how bandwidth is utilized by Teams real time audio, video, and desktop
sharing modalities in various use cases. Teams is always conservative on bandwidth utilization and can deliver HD
video quality in under 1.2Mbps. The actual bandwidth consumption in each audio/video call or meeting will vary
based on several factors, such as video layout, video resolution, and video frames per second. When more
bandwidth is available, quality and usage will increase to deliver the best experience.
BANDWIDTH(UP/DOWN) SCENARIOS
30 kbps Peer-to-peer audio calling
130 kbps Peer-to-peer audio calling and screen sharing
500 kbps Peer-to-peer quality video calling 360p at 30fps

720p at 30fps

1080p at 30fps
500kbps/1Mbps Group Video calling
1Mbps/2Mbps HD Group video calling (540p videos on 1080p screen)
Additional network considerations

External Name Resolution
Ensure that all the client computers running Teams client can resolve external DNS queries to discover the
services provided by Office 365, and that your firewalls are not preventing access. For information about
configuring firewall ports, go to Office 365 URLs and IP ranges.
NAT Pool Size
When multiple users/devices access Office 365 using Network Address Translation (NAT) or Port Address
Translation (PAT), you need to ensure that the devices hidden behind each publicly routable IP address do not
exceed the supported number.
To mitigate this risk, ensure adequate Public IP addresses are assigned to the NAT pools to prevent port
exhaustion. Port exhaustion will cause internal end users and devices to face issues when connecting to the Office
365 services. For more information, see NAT support with Office 365.
Intrusion Detection and Prevention Guidance
If your environment has an Intrusion Detection and/or Prevention System (IDS/IPS ) deployed for an extra layer
of security for outbound connections, ensure that any traffic with destination to Office 365 URLs is whitelisted.
Network health determination

When planning on the implementation of Microsoft Teams within your network, you must ensure you have the
required bandwidth, you have access to all required IP addresses, the correct ports opened, and you are meeting
the performance requirements for real-time media.
If you know you will not meet these criteria, your end users will not get an optimal experience from Teams due to
bad quality during calls and meetings.
Should you not meet these criteria, this is the time to consider pausing the project to ensure you meet the criteria
before continuing.
Decision Point Have you evaluated your network

capabilities for supporting real time
media?
If your network has not been properly
assessed, or you know it will not
support real time media, will you
disable video and screen sharing
capabilities to reduce network impact
and poor Teams experiences?
Next Steps Network Quality Unknown: Perform a

Network Readiness Assessment to
determine if your network is ready for
Real Time Media.
Network Quality Poor: Perform network
remediation steps to provide a proper
environment for high quality Real Time
Media.
Network Satisfactory: Ensure all IP
addresses and ports are properly
accessible.
Related Topics
Use the Network Planner for Microsoft Teams
Network Planner is a new tool that is available in the Teams admin center. It can be found by going to Org-wide
settings > Network planner. In just a few steps, the Network Planner can help you determine and organize
network requirements for connecting Microsoft Teams users across your organization. When you provide your
network details and Teams usage, the Network Planner calculates your network requirements for deploying Teams
and cloud voice across your organization’s physical locations.
Network Planner allows you to:

Create representations of your organization using sites and Microsoft recommended personas (office
workers, remote workers, and Teams room system).
NOTE
The recommended personas were developed based on data from Teams best use scenarios and typical usage
patterns. However, you can create up to three custom personas in addition to the three recommended personas.
Generate reports and calculate bandwidth requirements for Teams usage.

To use Network Planner, you must be a Global Administrator, Teams Service Administrator, or Teams
Communications Administrator.
Create a custom persona

Follow these steps to create a custom persona:
1. Go to the Network Planner in the Microsoft Teams admin center.
2. On the Personas tab, click + Custom persona.
3. In the New custom persona pane, add a name and description for the new persona.
4. Select the permissions that this persona will use within the organization.
5. Click Save.
Build your plan

Follow these steps to begin building your network plan:
1. Go to the Network Planner in the Microsoft Teams admin center.
2. On the Network Plan tab, click Add a network plan.
3. Enter a name and description for your network plan. The network plan will appear in the list of available
plans.
4. Click the plan name to select the new plan.
5. Add sites to create a representation of your organization’s network setup.
Depending on your organization’s network, you may want to use sites to represent a building, an office
location, or something else. Sites might be connected by a WAN to allow sharing of internet and/or PSTN
connections. For best results, create sites with local connections before you create sites that remotely
connect to the internet or PSTN.
To create a site:
a. Add a name and description for your site.
b. Under Network settings, add the number of network users at that site (required).
c. Add network details: WAN -enabled, WAN capacity, internet egress (Local or Remote), and PSTN
egress (none, local, or remote).
NOTE
You must add WAN and internet capacity numbers to see specific bandwidth recommendations when you generate a
report.
d. Click Save.
Create a report
After you add all sites, you can create a report, as follows.
1. On the Reports tab, click Start a report.
2. For each site you create, distribute the number of users across the available personas. If you use the
Microsoft recommended personas, the number will be distributed automatically (80% office worker and
20% remote worker).
3. After you complete the distribution, click Generate report.
The generated report will show the bandwidth requirements in several different views so that you can
clearly understand the output:
A table with individual calculations will display bandwidth requirements for each permitted activity.
An additional view will show the overall bandwidth needs with recommendations.
4. Click Save. Your report will be available on the reports list for later viewing.
Example scenario
For an example of how to use the Network Planner to set up a network plan and generate a report using these
steps, download the Network Planner How -To PowerPoint deck (English only).
Proxy servers for Teams or Skype for Business Online
This article provides guidance about using a proxy server with Teams or Skype for Business.
Not using a proxy server is recommended

When it comes to Teams or Skype for Business traffic over proxies, Microsoft recommends bypassing proxies.
Proxies don't make Teams or Skype for Business more secure because the traffic is already encrypted.
And having a proxy can cause issues. Performance-related problems can be introduced to the environment
through latency and packet loss. Issues such as these will result in a negative experience in such Teams or Skype
for Business scenarios as audio and video, where real-time streams are essential.
If you need to use a proxy server

Some organizations have no option to bypass a proxy for Teams or Skype for Business traffic. If that's the case for
you, the problems mentioned above need to be kept in mind.
Microsoft also strongly recommends:
Using external DNS resolution
Using direct UDP based routing
Allowing UDP traffic
Following the other recommendations in our networking guidelines:
Media Quality and Network Connectivity Performance in Skype for Business Online
Optimizing your network for Skype for Business Online
Following this guidance should minimize potential problems.
Related topics
Optimizing your network for Skype for Business Online
Limits and specifications for Microsoft Teams
This article describes some of the limits, specifications, and other requirements that apply to Teams.
Teams and channels

FEATURE MAXIMUM LIMIT
Number of teams a user can create Subject to a 250 object limit¹
Number of members in a team 5,000
Number of org-wide teams allowed in a tenant 5
Number of members in an org-wide team 5,000
Number of teams a global admin can create 500,000
Number of teams an Office 365 tenant can have 500,000²
Number of channels per team 200 (includes deleted channels)³
¹Any directory object in Azure Active Directory counts towards this limit. Global admins are exempt from this
limit, as are apps calling Microsoft Graph using application permissions.
²This limit includes archived teams.
³Deleted channels can be restored within 30 days. During these 30 days, a deleted channel continues to be
counted towards the 200 channel per team limit. After 30 days, a deleted channel and its content are permanently
deleted and the channel no longer counts towards the 200 channels per team limit.
Messaging
Chat
Users who participate in conversations that are part of the chat list in Teams must have an Exchange Online
(cloud-based) mailbox for an admin to search chat conversations. That's because conversations that are part of the
chat list are stored in the cloud-based mailboxes of the chat participants. If a chat participant doesn't have an
Exchange Online mailbox, the admin won't be able to search or place a hold on chat conversations. For example, in
an Exchange hybrid deployment, users with on-premises mailboxes might be able to participate in conversations
that are part of the chat list in Teams. However, in this case, content from these conversations isn't searchable and
can't be placed on hold because the users don't have cloud-based mailboxes. (For more, see How Exchange and
Microsoft Teams interact.)
Teams chat works on a Microsoft Exchange backend, so Exchange messaging limits apply to the chat function
within Teams.
Number of people in a private chat1 100

Number of file attachments2 10
1If you have more than 20

people in a chat, the following chat features are turned off: Outlook automatic replies
and Teams status messages; typing indicator; video and audio calling; sharing; read receipts.
2If the number of attachments exceeds this limit, you'll see an error message.
Emailing a channel
If users want to send an email to a channel in Teams, they use the channel email address. When an email is part of
a channel, anyone can reply to it to start a conversation. Here are some of the applicable limits for sending email
to a channel.
Message size1 24 KB
Number of file attachments2 20
Size of each file attachment Less than 10 MB
Number of inline images2 50
1If the message exceeds this limit, a preview message is generated and the user is asked to download and view the
original email from the link provided.
2If the number of attachments or images exceeds this limit, you'll see an error message.
For more information, see Exchange Online limits.
NOTE
Message size, file attachments, and inline images limits are the same across all Office 365 licenses.
Channel names
Channel names can't contain the following characters or words.
Characters ~ # % & * { } + / \ : < > ? | ' " ..
Characters in these ranges 0 to 1F

80 to 9F
Words forms, CON, CONIN$, CONOUT$, PRN, AUX, NUL, COM1 to

COM9, LPT1 to LPT9, desktop.ini, _vti_
Channel names also can't start with an underscore (_) or period (.), or end with a period (.).
Meetings and calls

Number of people in a meeting 250
Teams live events

Audience size 10,000 attendees
Duration of event 4 hours
Concurrent live events in an Office 365 tenant 15
For more information about live events and a comparison of Teams live events to Skype Meeting Broadcast, go to
Teams live events and Skype Meeting Broadcast.
Storage
Each team in Microsoft Teams has a team site in SharePoint Online, and each channel in a team gets a folder
within the default team site document library. Files shared within a conversation are automatically added to the
document library, and permissions and file security options set in SharePoint are automatically reflected within
Teams.
If you don't have SharePoint Online enabled in your tenant, Microsoft Teams users cannot always share files in
teams. Users in private chat also cannot share files because OneDrive for Business (which is tied to the SharePoint
license) is required for that functionality.
By storing the files in the SharePoint Online document library and OneDrive for Business, all compliance rules
configured at the tenant level will be followed. (For more, see How SharePoint Online and OneDrive for Business
interact with Microsoft Teams.)
Because Teams runs on a SharePoint Online backend for file sharing, SharePoint limitations apply to the Files
section within a Team. Here are the applicable storage limits for SharePoint Online.
OFFICE 365 OFFICE 365

BUSINESS BUSINESS OFFICE 365 OFFICE 365 OFFICE 365 OFFICE 365
FEATURE ESSENTIALS PREMIUM ENTERPRISE E1 ENTERPRISE E3 ENTERPRISE E5 ENTERPRISE F1
Storage 1 TB per 1 TB per 1 TB per 1 TB per 1 TB per 1 TB per

organization organization organization organization organization organization
plus 10 GB plus 10 GB plus 10 GB plus 10 GB plus 10 GB
per license per license per license per license per license
purchased purchased purchased purchased purchased
Storage for Up to 25 TB Up to 25 TB Up to 25 TB Up to 25 TB Up to 25 TB Up to 25 TB
Teams Files per site per site per site per site per site per site
collection or collection or collection or collection or collection or collection or
group group group group group group
File upload 15 GB 15 GB 15 GB 15 GB 15 GB 15 GB
limit (per file)
Channels are backed by folders within the SharePoint Online site collection created for the team, so file tabs
within Channels share the storage limits of the team they belong to.
For more information, see SharePoint Online limits.
Contacts
Teams uses these contacts:
Contacts in your organization's Active Directory
Contacts added to the user's Outlook default folder
Teams users can communicate with anyone in your organization's Active Directory and can add anyone in your
organization's Active Directory as a contact and to their contact lists by going to Chat > Contacts or Calls >
Contacts.
Teams users can also add a person who isn't in your organization's Active Directory as a contact by going to Calls
> Contacts.
Browsers
BROWSER NOTES
Internet Explorer 11 Calling and Meetings aren't supported. Users who try to join
a meeting on Internet Explorer 11 will be directed to
Firefox, the latest version plus two previous versions Calling and Meetings aren't supported. Users who try to join
a meeting on Firefox will be directed to download the Teams
desktop client.

NOTE
Operating systems
For information about operating system requirements, see Get clients for Microsoft Teams.
Plan for Office 365 Groups when creating teams in
Microsoft Teams
When considering the use of Office 365 Groups or when creating teams, consider what the team will be used for,
who should have access, and what outcome the team will expect to achieve. Pay special attention to the number of
channels you create as people can quickly become overrun by content spread too thin (across too many channels).
There are two scenarios that warrant some discussion around planning of Office 365 Groups and their impact on
(or by) Microsoft Teams:
First, since customers could have existing investments in Groups, we currently support both Public and
Private groups of less than 5000 members. As mentioned previously, you want to manage the membership
of people to a team using the Teams client rather than the Office 365 admin web console. Given this
scenario, if people are used to threaded conversations in Office 365 Groups, it is worthwhile noting that a
Groups conversation is essentially email and not the same as a chat message in a Teams channel. Educate
your people about this difference and suggest they adopt the more flexible chat message format in Teams
versus emailing the Group using Outlook or OWA.
Second, for customers who don’t have existing Groups defined in Office 365, you can either create them
using the Office 365 admin portal, the Teams web, or desktop clients. As mentioned previously, manage all
future membership to the Office 365 Group using the Teams client. Since membership to a team is also
defining membership to Office 365 Groups, you should prepare people for this change.
Teams respects Office 365 Groups naming policy (in private preview)
Any Office 365 Groups naming policy that has been set by your admin will be applied in Teams when users create
or edit team names. This includes things like mandatory prefixes or suffixes and excluding banned words.
NOTE
This feature is in private preview, which means that if you're not part of this preview, Teams doesn't yet adhere to this Office
365 Groups naming policy.
To learn more, read Office 365 Groups naming policy in Teams.

The following articles are a good place to find readiness and adoption content for your Office 365 Groups:
Get more with groups in Outlook
Add or remove members from Office 365 Groups using the Microsoft 365 admin center
Restore a deleted Office 365 Group
Teams provides a rich set of tools to implement collaboration lifecycle management processes for your
organization. This article guides IT pros through the right questions to determine their requirements for lifecycle
management, and the tools to use to meet them.
Planning for lifecycle management is important, because it means you’re building a plan to get your work done
effectively. Most projects consist of a beginning, middle, and end. Teams do too, but they can be constructed and
used in such a variety of ways that it’s not always obvious which stage of their lifecycle they’re in. Having a plan for
lifecycle management will help you track your organization’s projects as they go through these stages.
TIP
Watch the following session to learn about more about lifecycle in Microsoft Teams: Governance, management and lifecycle
in Microsoft Teams
Lifecycle concepts
The following concepts and definitions all affect the decisions you make for lifecycle management.
Teams
A team is a collection of people, content, and tools that facilitate collaboration. A team defines who its members
are, and the permissions and policies that apply to those members. Teams are built on Office 365 Groups, and
changes to Office 365 group membership sync to the team. Like other Office 365 Groups, Teams come auto-
provisioned with an Exchange mailbox, a SharePoint site, a OneNote notebook, and other assets within Office 365.
Learn more about Office 365 Groups.
Channels
Channels are the collaboration spaces within a team where the actual work is done. Each channel represents a
different topic or workstream within the overall team. For each channel, a folder is automatically created on the
SharePoint site to store all files shared to that channel, making it easy for users to find and work on the documents
they care about. Channels can also be extended with apps that are relevant to the particular workstream—for
example, you can add a Power BI dashboard to a channel to track the success of one aspect of your project.
Team access types
These determine who can join the team:
Private teams are restricted to team members approved by the team owner(s). This is a typical setting for
project teams and virtual teams in a large organization.
Public teams are open for anyone in the organization to join directly. This is useful for collaboration on topics of
general interest to people in different departments working on different projects. This is a good default setting
for smaller organizations.
Team user types and admin roles
Team user types determine how much control a team member has:
Team creator has permissions to create a group or team in the directory. The admin can constrain this user type
to a subset of admins or users. For more information, see Manage who can create Office 365 Groups.
Team owner manages membership and settings for the team. There can be as many as 10 team owners per
team.
Team member is a member of your organization who participates in a team.
Guest is a user who’s external to your organization. Anyone with an email address can be invited as a guest if
your organization has enabled guest access.
NOTE
You can learn more about team owner and team member capabilities in the article Assign role and permissions in Microsoft
Teams.
Teams admin roles determine what capabilities each admin role holder has. These are described in the following
table.
ROLE DESCRIPTION CAN DO THE FOLLOWING TASKS, USING TOOLS AS NOTED
Teams Service Manage the Teams service, Manage meetings, including meeting policies, configurations, and
Administrator and create and manage conference bridges1
Office 365 Groups
Manage voice, including calling policies, phone number inventory and
assignment, call queues, and auto attendants1
Manage messaging, including messaging policies1
Manage all org-wide settings, including federation, Teams upgrade, and

Teams client settings1
Manage the teams in the organization and their associated settings,

including membership2
View the user profile page and troubleshoot user call quality problems by
using advanced troubleshooting toolset3
Teams Manage calling and Manage meetings, including meeting policies, configurations, and
Communication meetings features within the conference bridges1
s Administrator Microsoft Teams service
Manage voice, including calling policies, phone number inventory and
assignment, call queues, and auto attendants1
View user profile page and troubleshoot user call quality problems using
advanced troubleshooting toolset1
Teams Troubleshoot Access to the user profile page for troubleshooting calls in Call Analytics.
Communication communications issues Can only view user information for the specific user being searched for.3
s Specialist within Teams by using basic
tools
Teams Troubleshoot Access to the user profile page for troubleshooting calls in Call Analytics.
Communication communications issues Can view the full call record information.3
s Support within Teams by using
Engineer advanced tools
1PowerShell—Skype for Business module or Microsoft Teams admin center
2PowerShell—Microsoft Teams module or Microsoft Teams admin center
3Microsoft Teams admin center only

IT decisions to make before getting started
Before you roll Teams out to your organization, implement any governance policies that your organization has
decided it requires. These can include items like naming conventions, expiration policies, retention policies, and
more. Generally speaking, it’s much easier to implement these requirements prior to scaling your deployment
across your organization.
For more information, see Plan for governance in Teams.
Teams lifecycle stages

Generally speaking, a team has a purpose that’s aligned with a project or accomplishing a goal. Even if a team was
formed based on a shared interest, the team membership will probably change over time and the discussion might
grow stale—only to surface again in a slightly different way in a different team.
Each team has a beginning, when the team is created and the channels are set up; a middle, when the team is used
and collaboration occurs to match the rhythm of the workflow; and—sometimes—an end, when the team has
completed its purpose and reached the end of its useful life.
For more information, see Manage teams in the Microsoft Teams admin center.
Stage 1: Beginning
Create the team
The first step is to define the goal of the team (which can range from business processes to org structure to
projects, or simply creating an open, unstructured collaboration hub). Defining the team goal goes hand in hand
with identifying the right people. As far as practicable, it’s a good idea to foster open collaboration by aiming for
broad membership.
Team owners invite team members, set the team picture and description, and can set permissions for individual
members.
TIP
It’s optimal to identify at least two team owners, to account for absence or reassignment.
Team origins
Teams can originate from a variety of methods, including:
Create the team from scratch. Add members by using individual email aliases or usernames, or expand a
distribution list.
Create the team from an existing team, and use its channel configuration and any app configuration as a
template. You can optionally also use its membership list.
Add a team to an existing Office 365 Group, which also gives the team access to its mailbox and SharePoint
site.
Use the Microsoft Graph Teams APIs or PowerShell cmdlets to create teams. The APIs can programmatically
create teams based on Global Address Book attributes (such as region or department) or business processes
(client engagements or classroom rosters, for example).
Use these links to get more information about organizing your teams:
Best practices for organizing teams in Teams
Deploy chat, teams, channels, & apps
Deploy meetings & conferencing
Deploy cloud voice
What’s the purpose of the team?
Decision points Who belongs on the team?
Will the team be private or public?
Can new members add themselves or do team owners
add them?
Who will have permissions to create channels or add
tabs, bots, and connectors?
Create the team.

Next steps Plan for channels.
Set up channels
Any team owner or member with appropriate permissions can create channels in a team. It’s important to consider
the goal of each channel—options include collaboration around projects, discussions of topics, or areas of common
interest. By default, every team includes a General channel; most teams need more than this, and members will
create additional channels. It’s likely that the set of channels will grow organically as new topics or projects arise,
and discussions might outgrow the channel they began in.
To spark interest, the channel owner can post a welcome message, upload relevant documents to the Files tab, or
add tabs or connectors to the channel. The owner also sets the channel description, and can “auto-favorite”
important channels so they’re listed by default for all team members.
What initial channels will be added to the team?

Decision points What guidance, if any, will be provided for adding new
channels? (Will they be set up by project, by topic, or
...?)
Create initial channels.

Next steps Post a welcome message.
Start collaborating.
Stage 2: Middle
As the teamwork begins, the team membership probably begins to evolve, along with the channel hierarchy.
Unless the team needs to be strictly controlled and locked down, it’s a good idea to encourage exploration even if it
leads to dead ends. As users get more comfortable, they can experiment with @team mentions, marking channels
as favorite, and using the General channel to get comfortable with posting. Each team is different; let usage guide
the evolution of the design. Monitor the usage and health of the team via Teams reporting capabilities.
Trust, tolerance, and a spirit of collaboration grow organically as key group communications are initiated and
sustained in Teams. Team members see the usefulness of group conversations over one-on-one chats. Individual
teams tend to develop their own personality, aided by fun features like Giphys and stickers. At the same time, it’s
important that rogue or rude behavior be discouraged any time it occurs.
Because teams are living organisms, they occasionally need to be checked on and cared for. These are some best
practices:
Use champions to sustain usage if it starts to drop, and also to discover and propagate creative new behaviors.
Manage guests judiciously, making sure their access ends when the business need ends.
Let channels evolve with business needs, adding new ones as necessary and allowing old ones to fade (or
consider archiving or deleting them if they contain sensitive or ephemeral data, based on your retention
requirements).
Carve out new teams as larger groups or interest-based areas emerge.
Try different channel collaborations, such as channel meetings or tab conversations around documents.
If a team starts to get into a rut, consider:
Driving communications into teams as opposed to email.
Using mobile apps to increase engagement.
Pruning the number of channels.
Who will monitor usage to identify problems?

Decision points What metrics will be used to determine whether a
team is healthy?
Identify any teams that have reached the end of their
useful life.
Identify unhealthy teams that still serve a purpose but
need revitalizing.
Implement a process to monitor individual team

Next step health.
Stage 3: End
When the work of a team has run its course, it’s important to formally acknowledge that it’s over. This gives team
members a sense of closure and also prevents anyone from accessing outdated, stale information. You can use the
team itself to conduct closure rituals like post-mortems and executive summaries.
You can delete teams that you know you don’t need (for example, a team created purely for testing or a team that
contains sensitive data). Teams are actually deleted with a “soft delete” that IT can reverse for up to 21 days (30
days for Office 365 Groups). Deleting teams doesn’t affect any chats or content that were retained in accordance
with compliance policies.
You can also use expiration and retention policies in addition to archiving capabilities to reduce exposure from
teams that aren’t active any longer or whose owners have left the organization.
For information about setting up expiration and retention policies, see Overview of security and compliance in
Microsoft Teams.
Define what the end of a team’s life looks like.

Decision points Decide whether to keep the content of a team
available, and for how long.
Document best practices and lessons learned.

Next steps Archive data, if necessary.
Plan for governance in Teams
Teams provides a rich set of tools to implement any governance capabilities your organization might require.
This article guides IT pros to ask the right questions to determine their requirements for governance, and how to
meet them.
TIP
Watch the following session to learn about more about Governance in Microsoft Teams: Governance, management and
lifecycle in Microsoft Teams
Group and team creation, naming, classification, and guest access

Your organization might require that you implement strict controls on how teams are named and classified,
whether guests can be added as team members, and who can create teams. You can configure each of these
areas by using Azure Active Directory (Azure AD ).
Decision points Does your organization require

a specific naming convention
for teams?
Do team creators need the
ability to assign organization-
specific classifications to teams?
Do you need to restrict the
ability to add guests to teams
on a per-team basis?
Does your organization require
limiting who can create teams?
Next steps Document your organization’s

requirements for team creation,
naming, classification, and guest
access.
Plan to implement these
requirements as a part of your
Teams rollout.
Communicate and publish your
policies to inform Teams users
of the behavior they can expect.
TIP
Use the following table to capture your organization’s requirements.
AZURE AD PREMIUM
CAPABILITY DETAILS LICENSE REQUIRED DECISION
Team naming policy Use Prefix-Suffix–based, P1 TBD

Custom Blocked Words.
Team classification Assign classifications to P1 TBD

teams.
Team guest access Allow or prevent guests No TBD

from being added to teams.
Team creation Limit team creation to No TBD

administrators.
Team creation Limit team creation to P1 TBD

security group members.
NOTE
To help you plan ahead, learn more about setting these policies and what licenses they require.
NOTE
Limiting group and team creation can slow your users’ productivity, because many Office 365 services require that groups
be created for the service to function. For additional information, navigate to and expand Why control who creates Office
365 Groups.
Additional information
After you’ve determined your requirements, you can implement them by using Azure AD controls. For technical
guidance on how to implement these settings, see:
Azure Active Directory cmdlets for configuring group settings.
Enforce a naming policy for Office 365 groups in Azure Active Directory.
Office 365 Groups naming policy.
Group and team expiration, retention, and archiving

Your organization might have additional requirements for setting policies for expiration, retention, and archiving
teams and teams data (channel messages and channel files). You can configure group expiration policies to
automatically manage the lifecycle of the group and retention policies to preserve or delete information as
needed, and you can archive teams (set them to read-only mode) to preserve a point-in-time view of a team
that’s no longer active.
Does your organization require specifying an

Decision points expiration date for teams?
Does your organization require specific data retention
policies be applied to teams?
Does your organization expect to require the ability
to archive inactive teams to preserve the content in a
read-only state?
Document your organization’s requirements for team
Next steps expiration, data retention, and archiving.
Plan to implement these requirements as part of your
Teams rollout.
Communicate and publish your policies to inform
Teams users of the behavior they can expect.
TIP
Use the following table to capture your organization’s requirements.
AZURE AD PREMIUM LICENSE

CAPABILITY DETAILS REQUIRED DECISION
Expiration policy Manage the lifecycle of P1 TBD

Office 365 groups by
setting an expiration policy.
Retention policy Retain or delete data for a No TBD

specific time period by
setting retention policies for
Teams in the Security &
compliance center. Note:
Using this feature requires
licensing of Office 365
Enterprise E3 or above.
Archive and restore Archive a team when it’s no No TBD

longer active but you want
to keep it around for
reference or to reactivate in
the future.
NOTE
Group expiration is an Azure AD Premium feature. For this feature to be available, your tenant must have a subscription to
Azure AD Premium and licenses for the administrator who configures the settings and the members of the affected
groups.
Additional information
For technical guidance on how to implement these settings, see:
Set up Office 365 groups expiration.
Set up Teams retention policies.
Archive or restore a team.
Teams feature management

Another important aspect of governance and lifecycle management for Teams is the ability to control what
features your users will have access to. You can manage messaging, meeting, and calling features, either at the
Office 365 tenant level or per-user.
Does your organization require limiting Teams

Decision points features for your entire tenant?
Does your organization require limiting Teams
features for specific users?
Document your organization’s requirements for

Next steps limiting Teams features at the tenant and user level.
Plan to implement your specific requirements as part
of your Teams rollout.
Communicate and publish your policies to inform
Teams users of the behavior they can expect.
Teams feature management focus areas

Teams provides granular capabilities for controlling messaging, meeting, calling, and live event features and
more, via policies. Different policies can be applied to all users by default or per user as required by your
organization.
For detailed lists of all settings, including technical guidance on how to implement them for your organization,
see the following articles:
Manage Microsoft Teams settings for your organization
Manage Teams during the transition to the new Microsoft Teams admin center
Manage meeting policies in Teams
Additionally, you can set up moderation for a channel and give moderator capabilities to certain users so that
they can control who can create channel posts and respond to them. See Set up and manage channel
moderation in Microsoft Teams for more information.
Security and compliance

Teams is built on the advanced security and compliance capabilities of Office 365 and supports auditing and
reporting, compliance content search, e-discovery, Legal Hold, and retention policies.
IMPORTANT
If your organization has compliance and security requirements, review the in-depth content provided about this topic in
the article Overview of security and compliance in Microsoft Teams.
Use the Network Testing Companion
The Skype for Business and Microsoft Teams Network Testing Companion gives you an easy way to test your
network quality and your connection to Skype for Business Online or Microsoft Teams. You can easily interpret the
results and share them with network administrators to gain insights into potential network issues.
You can use this tool in the planning phase of a Skype for Business or Microsoft Teams deployment. If you're
currently using Teams or Skype for Business Online, you can use this tool to troubleshoot voice quality issues or
simply to check your network connection before you make a call or after you’ve had a poor-quality experience.
NOTE
You don't need an Office 365 subscription to download and install the Network Testing Companion.
Download the tool and documentation

Download the Network Testing Companion from the PowerShell Gallery.
Download the Installation Guide, User Guide, and Results Guidance.
Microsoft Teams has clients available for desktop (Windows and Mac), web, and mobile (Android and iOS ).
These clients all require an active internet connection and do not support an offline mode.
NOTE
Effective November 29, 2018, you'll no longer be able to use the Microsoft Teams for Windows 10 S (Preview) app,
available from the Microsoft Store. Instead, you can now download and install the Teams desktop client on devices
running Windows 10 S mode. To download the desktop client, go to https://teams.microsoft.com/downloads. MSI builds
of the Teams desktop client are not yet available for devices running Windows 10 S mode.
For more information about Windows 10 S mode, see Introducing Windows 10 in S mode.
Desktop client
TIP
Watch the following session to learn about the benefits of the Windows Desktop Client, how to plan for it, and how to
deploy it: Teams Windows Desktop Client
The Microsoft Teams desktop client is a standalone application and is also available in Office 365 ProPlus.
Teams is available for both Windows (7+), both 32-bit and 64-bit versions, and macOS (10.10+). On Windows,
Teams requires .NET Framework 4.5 or later; the Teams installer will offer to install it for you if you don't have
it.
The desktop clients provide real-time communications support (audio, video, and content sharing) for team
meetings, group calling, and private one-on-one calls.
Desktop clients can be downloaded and installed by end users directly from
https://teams.microsoft.com/downloads if they have the appropriate local permissions (admin rights are not
required to install the Teams client on a PC but are required on a Mac).
IT admins can choose their preferred method to distribute the installation files to computers in their
organization, such as System Center Configuration Manager (Windows) or Jamf Pro (macOS ). To get the MSI
package for Windows distribution, see Install Microsoft Teams using MSI.
NOTE
Distribution of the client via these mechanisms is only for the initial installation of Microsoft Team clients and not for
future updates.
Windows
The Microsoft Teams installation for Windows provides downloadable installers in 32-bit and 64-bit
architecture.
NOTE
The architecture (32-bit vs. 64-bit) of Microsoft Teams is agnostic to the architecture of Windows and Office that is
installed.
The Windows client is deployed to the AppData folder located in the user’s profile. Deploying to the user’s
local profile allows the client to be installed without requiring elevated rights. The Windows client leverages the
following locations:
%LocalAppData%\Microsoft\Teams
%LocalAppData%\Microsoft\TeamsMeetingsAddin
%AppData%\Microsoft\Teams
%LocalAppData%\SquirrelTemp
When users initiate a call using the Microsoft Teams client for the first time, they might notice a warning with
the Windows firewall settings that asks for users to allow communication. Users might be instructed to ignore
this message because the call will work, even when the warning is dismissed.
NOTE
Windows Firewall configuration will be altered even when the prompt is dismissed by selecting “Cancel”. Two inbound
rules for teams.exe will be created with Block action for both TCP and UDP protocols.
Mac
Mac users can install Teams by using a PKG installation file for macOS computers. Administrative access is
required to install the Mac client. The macOS client is installed to the /Applications folder.
Install Teams by using the PKG file
1. From the Teams download page, under Mac, click Download.
2. Double click the PKG file.
3. Follow the installation wizard to complete the installation.
4. Teams will be installed to /Applications folder. It is a machine-wide installation.
NOTE
During the installation, the PKG will prompt for admin credentials. The user needs to enter the admin credentials,
regardless of whether or not the user is an admin.
If a user currently has a DMG installation of Teams and wants to replace it with the PKG installation, the user
should:
1. Exit the Teams app.
2. Uninstall the Teams app.
3. Install the PKG file.
IT admins can use managed deployment of Teams to distribute the installation files to all Macs in their
organization, such as Jamf Pro.
NOTE
If you experience issues installing the PKG, let us know. In the Feedback section at the end of this article, click Product
feedback.
Web client
The web client (https://teams.microsoft.com) is a full, functional client that can be used from a variety of
browsers. The web client supports Calling and Meetings by using webRTC, so there is no plug-in or download
required to run Teams in a web browser. The browser must be configured to allow third-party cookies.
BROWSER NOTES
Internet Explorer 11 Calling and Meetings aren't supported. Users who try to
join a meeting on Internet Explorer 11 will be directed to
Firefox, the latest version plus two previous versions Calling and Meetings aren't supported. Users who try to
join a meeting on Firefox will be directed to download the
Teams desktop client.

NOTE
The web client performs browser version detection upon connecting to https://teams.microsoft.com. If an
unsupported browser version is detected, it will block access to the web interface and recommend that the user
download the desktop client or mobile app.
Mobile clients
The Microsoft Teams mobile apps are available for Android and iOS, and are geared for on-the-go users
participating in chat-based conversations and allow peer-to-peer audio calls. For mobile apps, go to the
relevant mobile stores Google Play and the Apple App Store. The Windows Phone App was retired July 20,
2018 and may no longer work.
Supported mobile platforms for Microsoft Teams mobile apps are the following:
Android: 4.4 or later
iOS: 10.0 or later
NOTE
The mobile version must be available to the public in order for Teams to work as expected.
Mobile apps are distributed and updated through the respective mobile platform’s app store only, and are not
available to be distributed through MDM (mobile device management) solutions or side-loaded.
Decision Point Are there any restrictions preventing

users from installing the appropriate
Microsoft Teams client on their
devices?
Next Steps If your organization restricts software

installation, make sure that process is
compatible with Microsoft Teams.
Note: Admin rights are not required
for PC client installation but are
required for installation on a Mac.
Client update management

Clients are currently updated automatically by the Microsoft Teams service with no IT administrator
intervention required. If an update is available, the client will automatically download the update and when the
app has idled for a period of time, the update process will begin.
Client-side configurations
Currently, there are no supported options available to configure the client either through the tenant admin,
PowerShell, Group Policy Objects or the registry.
Notification settings
There are currently no options available for IT administrators to configure client-side notification settings. All
notification options are set by the user. The figure below outlines the default client settings.
Sample PowerShell Script
This sample script, which needs to run on client computers in the context of an elevated administrator account,
will create a new inbound firewall rule for each user folder found in c:\users. When Teams finds this rule, it will
prevent the Teams application from prompting users to create firewall rules when the users make their first call
from Teams.
<#
.Synopsis
Creates firewall rules for Teams.
.DESCRIPTION
(c) Microsoft Corporation 2018. All rights reserved. Script provided as-is without any warranty of any
kind. Use it freely at your own risks.
Must be run with elevated permissions. Can be run as a GPO Computer Startup script, or as a Scheduled
Task with elevated permissions.
The script will create a new inbound firewall rule for each user folder found in c:\users.
Requires PowerShell 3.0.
#>
#Requires -Version 3
$users = Get-ChildItem (Join-Path -Path $env:SystemDrive -ChildPath 'Users') -Exclude 'Public', 'ADMINI~*'
if ($users.Length -gt 0)
{
foreach ($user in $users)
{
$progPath = Join-Path -Path $user.FullName -ChildPath
"AppData\Local\Microsoft\Teams\Current\Teams.exe"
if (Test-Path $progPath)
{
if (-not (Get-NetFirewallApplicationFilter -Program $progPath -ErrorAction SilentlyContinue))
{
$ruleName = "Teams.exe for user $($user.Name)"
"UDP", "TCP" | ForEach-Object { New-NetFirewallRule -DisplayName $ruleName -Direction
Inbound -Profile Domain -Program $progPath -Action Allow -Protocol $_ }
Clear-Variable ruleName
}
}
Clear-Variable progPath
}
}
Hardware requirements for the Microsoft Teams app
Hardware requirements for the Teams desktop app on a Windows PC

COMPONENT REQUIREMENT
Computer and processor Minimum 1.6 GHz (or higher) (32-bit or 64-bit).
Memory 2.0 GB RAM
Hard disk 3.0 GB of available disk space
Display 1024 x 768 screen resolution
Graphics hardware Minimum of 128 MB graphics memory
Operating system Windows 10, Windows 8.1, Windows 8, or Windows 7 Service

Pack 1 in 32-bit and 64-bit. For the best experience, use the
latest version of any operating system.
.NET version Requires .NET 4.5 CLR or later
Video USB 2.0 video camera
Devices Standard laptop camera, microphone, and speakers
Video calls and meetings For a better experience with video calls and online meetings,
we recommend using a computer that has a 2.0 GHz
processor and 4.0 GB RAM (or higher). The optional Blur my
background video effect requires a processor with Advanced
Vector Extensions 2 (AVX2) support. See Hardware decoder
and encoder driver recommendations for a list of unsupported
decoders and encoders.
Teams live events If you are producing a Teams live events, we recommend
using a computer that has a Core i5 Kaby Lake processor, 4.0
GB RAM (or higher) and hardware encoder. See Hardware
decoder and encoder driver recommendations for a list of
unsupported decoders and encoders.
Hardware requirements for the Teams desktop app on a Mac

Processor Minimum Intel processor, Core 2 Duo or higher
Memory 2.0 GB RAM
Hard disk 1.5 GB of available disk space

Display 1280 x 800 or higher resolution
Operating system Mac OS X 10.11 El Capitan or later
Video Compatible webcam
Voice Compatible microphone and speakers, headset with

microphone, or equivalent device
Video calls and meetings For better experience with video calls and online meetings, we
recommend using a computer that has a 2.0 GHz processor
and 4.0 GB RAM (or higher). The optional blur my background
video effect requires a processor with Advanced Vector
Extensions 2 (AVX2) support, supported on most late 2013
Mac devices and later. See Hardware decoder and encoder
driver recommendations for a list of unsupported decoders
and encoders.
Hardware requirements for the Teams app on mobile devices

You can use Microsoft Teams on these mobile platforms:
Android - requires Android 4.4 or later
iOS - requires iOS 10.0 or later. Compatible with iPhone, iPad, and iPod touch.
Hardware requirements for the Teams app in a Virtual Desktop

Infrastructure (VDI) environment
See Teams for Virtualized Desktop Infrastructure for requirements for running Teams in a virtualized environment.
Related topics
Get Teams apps
Microsoft Teams on mobile devices
Install the Microsoft Teams app using an MSI
Hardware decoder and encoder driver
recommendations
Microsoft supports all decoders and encoders except those listed in this article.
Hardware decoder driver recommendations - Intel

The following combinations of operating system, model, and driver are not enabled for hardware acceleration due
to various driver issues.
OPERATING SYSTEM MODEL (DEVICE_ID) DRIVER/RANGE
Windows 7/Windows 8/Windows 0x0116 [2,0,11,929]

8.1/Windows 10
Windows 7/Windows 8/Windows 0x0126 [0.0.0.0] - [8.15.10.2418]

8.1/Windows 10
Windows 7/Windows 8/Windows all [0.0.0.0] - [8.15.10.2753]

8.1/Windows 10
Windows 7/Windows 8/Windows 0x2772 [8.15.10.1749]

8.1/Windows 10
Windows 7/Windows 8/Windows 0x0162, 0x0166 [0.0.0.0] - [9.17.10.2850]

8.1/Windows 10

8.1/Windows 10

8.1/Windows 10

8.1/Windows 10
Windows 7/Windows 8/Windows all [10.18.14.4280]

8.1/Windows 10

8.1/Windows 10

8.1/Windows 10

8.1/Windows 10

8.1/Windows 10
Windows 10 all [21.20.16.4541]
Windows 10 all [22.20.16.4811]
Windows 10 all [24.20.100.6293]
Hardware decoder driver recommendations - Nvidia


8.1/Windows 10
Windows 7/Windows 8/Windows 0x0A20 [8.15.11.8627], [8.15.11.8634],

8.1/Windows 10 [8.15.11.8642]

8.1/Windows 10 [8.15.11.8652], [8.15.11.8662],
[8.15.11.8664], [8.16.11.8691]

8.1/Windows 10 [8.15.11.8688]
Windows 7/Windows 8/Windows 0x0A28 [8.15.11.8644]

8.1/Windows 10
Windows 7/Windows 8/Windows 0x0A69 [8.16.11.8691]

8.1/Windows 10
Windows 7/Windows 8/Windows 0x0A3C [0.0.0.0] - [8.17.12.6721]

8.1/Windows 10

8.1/Windows 10
Windows 7/Windows 8/Windows 0x040C, 0x0429, 0x06FD [0.0.0.0] - [8.17.12.9670]

8.1/Windows 10
Windows 7/Windows 8/Windows all [8.17.11.9745], [8.17.12.5738]

8.1/Windows 10
Windows 7/Windows 8/Windows 0x0A2B [0.0.0.0] - [9.18.13.282]

8.1/Windows 10
Windows 7/Windows 8/Windows 0x087D [9.18.13.697]

8.1/Windows 10
Windows 7/Windows 8/Windows 0x1040 [0.0.0.0] - [9.18.13.1106]

8.1/Windows 10
Windows 10 all [10.18.13.5891] - [10.18.13.6881]
Windows 10 all [21.21.13.6909], [21.21.13.7570]
Windows 7 all [21,21,13,4201]
Hardware decoder driver recommendations - AMD

For legacy operating systems, only the following Device_ids are enabled for hardware acceleration.
OPERATING SYSTEM MODEL (DEVICE_ID)
Windows 7/ 0x9874, 0x9851, 0x9853, 0x9854, 0x9855, 0x9856, 0x9857,

Windows 8/ 0x9858, 0x9857, 0x9858, 0x9859, 0x985A, 0x985B, 0x985C,
Windows 8.1 0x985D, 0x985E, 0x985F, 0x98E4, 0x67DF, 0x67C0, 0x67C2,
0x67C4, 0x67C7, 0x67D0, 0x67EF, 0x67FF, 0x67E0, 0x67E1,
0x67E8, 0x67E9, 0x67EB, 0x67DF, 0x67EF, 0x67FF, 0x6981,
0x6987, 0x6900, 0x694C, 0x694E, 0x694F, 0x6860, 0x6861,
0x6862, 0x6863, 0x6864, 0x6867, 0x6868, 0x6869, 0x686A,
0x686B, 0x686C, 0x686D, 0x686E, 0x687F, 0x69A0, 0x69A1,
0x69A2, 0x69A3, 0x69AF, 0x66A0, 0x66A1, 0x66A2, 0x66AF
Windows 7/Windows 8/Windows all [0.0.0.0] – [25.20.15017.1009]

8.1/Windows 10
Hardware encoder driver recommendations - Intel

Windows 7 all [8.15.10.2200] - [8.15.10.2600]

8.1/Windows 10

8.1/Windows 10

8.1/Windows 10

8.1/Windows 10
Windows 7 all [9.18.10.3234]
Windows 7 all [9.18.10.3272]
Windows 7 all [10.18.10.3242] - [10.18.10.9999]
Windows 8/Windows 8.1/Windows 10 all [10.18.10.0000] - [10.18.10.9999]

8.1/Windows 10

8.1/Windows 10
Windows 7 all [10.18.14.4578]
Windows 7 all [10.18.14.4889]
Windows 7 all [10.18.14.5057]

8.1/Windows 10
Windows 7 all [20.19.15.4474]
Hardware encoder driver recommendations - Nvidia


8.1/Windows 10
Hardware encoder driver recommendations - AMD

For legacy operating systems, only the following Device_ids are enabled for hardware acceleration.

Windows 7 0x9874, 0x9850, 0x9851, 0x9852, 0x9853, 0x9854, 0x9855,

0x9856, 0x9857, 0x9858, 0x9859, 0x985A, 0x985B, 0x985C,
0x985D, 0x985E, 0x985F, 0x98E4, 0x67C0, 0x67C1, 0x67C2,
0x67C3, 0x67C4, 0x67C5, 0x67C6, 0x67C7, 0x67C8, 0x67C9,
0x67CA, 0x67CB, 0x67CC, 0x67CD, 0x67CE, 0x67CF, 0x67D0,
0x67D1, 0x67D2, 0x67D3, 0x67D4, 0x67D5, 0x67D6,
0x67D7, 0x67D8, 0x67D9, 0x67DA, 0x67DB, 0x67DC,
0x67DD, 0x67DE, 0x67DF, 0x67E0, 0x67E1, 0x67E2, 0x67E3,
0x67E4, 0x67E5, 0x67E6, 0x67E7, 0x67E8, 0x67E9, 0x67EA,
0x67EB, 0x67EC, 0x67ED, 0x67EE, 0x67EF, 0x67F0, 0x67F1,
0x67F2, 0x67F3, 0x67F4, 0x67F5, 0x67F6, 0x67F7, 0x67F8,
0x67F9, 0x67FA, 0x67FB, 0x67FC, 0x67FD, 0x67FE, 0x67FF,
0x1304, 0x1305, 0x1306, 0x1307, 0x1308, 0x1309, 0x130A,
0x130B, 0x130C, 0x130D, 0x130E, 0x130F, 0x1310, 0x1311,
0x1312, 0x1313, 0x1314, 0x1315, 0x1316, 0x1317, 0x1318,
0x1319, 0x131A, 0x131B, 0x131C, 0x131D, 0x131E, 0x131F,
0x66A0, 0x66A1, 0x66A2, 0x66A3, 0x66A4, 0x66A7, 0x66AF,
0x6860, 0x6861, 0x6862, 0x6863, 0x6864, 0x6867, 0x6868,
0x6869, 0x686A, 0x686B, 0x686D, 0x686E, 0x687F, 0x69A0,
0x69A1, 0x69A2, 0x69A3, 0x69AF
Windows 7/Windows 8/Windows 0x674a [0.0.0.0] – [99.9999.9999.9999]

8.1/Windows 10
Windows 7 all [0.0.0.0] - [16.199.9999.9999]

8.1/Windows 10

8.1/Windows 10

8.1/Windows 10
Related topics
Hardware requirements for the Teams app
Install Microsoft Teams using MSI
TIP
Watch the following session to learn about the benefits of the Windows Desktop Client, how to plan for it and how to
deploy it: Teams Windows Desktop Client
To use System Center Configuration Manager, or Group Policy, or any third-party distribution mechanisms for
broad deployment, Microsoft has provided MSI files (both 32-bit and 64-bit) that admins can use for bulk
deployment of Teams to select users or computers. Admins can use these files to remotely deploy Teams so that
users do not have to manually download the Teams app. When deployed, Teams will auto launch for all users who
sign in on that machine. (You can disable auto launch after installing the app. See below.) We recommend that you
deploy the package to the computer, so all new users of the machine will also benefit from this deployment.
Teams can also be included with a deployment of Office 365 ProPlus. For more information, see Deploy Microsoft
Teams with Office 365 ProPlus.
NOTE
To learn more about SCCM, see Introduction to System Center Configuration Manager.
Deployment procedure (recommended)

1. Retrieve the latest package.
2. Use the defaults prepopulated by the MSI.
3. Deploy to computers when possible.
How the Microsoft Teams MSI package works

PC installation
NOTE
See VDI installation for guidance on how to deploy Teams to a Virtual DesktopInfrastructure (VDI) environment.
The Teams MSI will place an installer in Program Files. Whenever a user signs into a new Windows User Profile,
the installer will be launched and a copy of the Teams app will be installed in that user's appdata folder. If a user
already has the Teams app installed in the appdata folder, the MSI installer will skip the process for that user.
Do not use the MSI to deploy updates, because the client will auto update when it detects a new version is
available from the service. To re-deploy the latest installer use the process of redeploying MSI described below. If
you deploy an older version of the MSI package, the client will auto-update (except in VDI environments) when
possible for the user. If a very old version gets deployed, the MSI will trigger an app update before the user is able
to use Teams.
IMPORTANT
We don't recommended that you change the default install locations, as this could break the update flow. Having too old a
version will eventually block users from accessing the service.
Target computer requirements

.NET framework 4.5 or later
Windows 7 or later
3 GB of disk space for each user profile (recommended)
VDI installation
Here's the process to deploy the Teams desktop app. For complete guidance, see Teams for Virtualized Desktop
Infrastructure.
1. Download the Teams MSI package using one of the following links depending on the environment. We
recommend the 64-bit version for a VDI VM with a 64-bit operating system.
32-bit version
64-bit version
2. Run the following command to install the MSI to the VDI VM (or complete updating it).
msiexec /i <path_to_msi> /l*v <install_logfile_name> ALLUSER=1
This installs Teams to Program Files. At this point, the golden image setup is complete.
The next interactive logon session starts Teams and asks for credentials. Note that it's not possible to
disable auto-launch of Teams when installing Teams on VDI using the ALLUSER property.
3. Run the following command to uninstall the MSI from the VDI VM (or prepare for updating it).
msiexec /passive /x <path_to_msi> /l*v <uninstall_logfile_name>
This uninstalls Teams from Program Files.
Clean up and redeployment procedure

If a user uninstalls Teams from their User Profile, the MSI installer will track that the user has uninstalled the
Teams app and no longer install Teams for that User Profile. To redeploy Teams for this user on a particular
computer where it was uninstalled, do the following:
1. Uninstall Teams App installed for every user profile.
2. After uninstall, delete directory recursively under %localappdata%\Microsoft\Teams.
3. Redeploy the MSI package to that particular computer.
TIP
You can use our Microsoft Teams deployment clean up script to accomplish steps 1 and 2 via SCCM.
Disable auto launch for the MSI installer

Default behavior of the MSI is to install the Teams client as soon as a user signs in and then automatically start
Teams. You can modify this behavior with the parameters below as follows:
When a user logs in into Windows, Teams will be installed with the MSI
However, the Teams client will not start until the user has started Teams manually
A shortcut to start Teams will be added on the desktop of the user
Once manually started, Teams will auto-start whenever the user logs in
For the 32-bit version
msiexec /i Teams_windows.msi OPTIONS="noAutoStart=true"
For the 64-bit version
msiexec /i Teams_windows_x64.msi OPTIONS="noAutoStart=true"
NOTE
If you run the MSI manually, be sure to run it with elevated permissions. Even if you run it as an administrator, without
running it with elevated permissions, the installer will not be able to configure the option to disable auto start.
Enable Teams in your organization
IMPORTANT
By default, Teams is turned on for all organizations. If you used Teams during the preview period, the setting stays
the same as what you set during your Teams preview.
As an administrator for your organization, you can assign user licenses to control individual access to Teams, and
you can allow or block what content sources can be used in Teams. See Manage Microsoft Teams settings for your
organization or Admin settings for apps in Microsoft Teams for more information.
To learn more about managing individual licenses, read Office 365 licensing for Microsoft Teams.
Turn Teams on or off for your entire organization

NOTE
Tenant-level control for Teams has been removed (effective August 2018). Control access to Teams in your organization with
user-level licensing. To learn more, see Manage user access to Microsoft Teams.
Go to Office 365 URLs and IP address ranges for a detailed and up-to-date list of the URLs, IP addresses, ports,
and protocols that must be correctly configured for Teams. Microsoft is continuously improving the Office 365
service and adding new functionality, which means the required ports, URLs, and IP addresses may change over
time. We recommend that you subscribe via RSS to receive notifications when this information is updated or
changed.
The Teams calling and meetings experience is built on the next generation cloud-based infrastructure that is also
used by Skype and Skype for Business. These technology investments include Azure-based cloud services for
media processing and signaling, H.264 video codec, SILK and Opus audio codec, network resiliency, telemetry, and
quality diagnostics. As such, there are URLs and IPs that are required that may be associated with both Skype and
Skype for Business.
For all Office 365 workloads, the recommended connection method to Teams services is bypassing the forward
proxy where possible. When a proxy server sits between a client and the Office 365 data centers, media might be
forced over TCP instead of UDP, which would impact media quality. Download sample proxy PAC files that can be
used to configure traffic bypass from Managing Office 365 endpoints.
If your networking and security policies require Office 365 traffic to flow through a proxy server, make sure that the
above requirements are already met before deploying Teams into production (review Proxy Servers for Teams or
Skype for Business Online for guidance).
Teams for Virtualized Desktop Infrastructure
This article describes the requirements and limitations for using Microsoft Teams in a virtualized environment.
What is VDI?
Virtual Desktop Infrastructure (VDI) is virtualization technology that hosts a desktop operating system and
applications on a centralized server in a data center. This enables a fully personalized desktop experience to users
with a fully secured and compliant centralized source.
Currently, Teams in a virtualized environment is available with support for collaboration and chat functionality
with a dedicated persistent virtualized machine (VM ). To ensure an optimal user experience, follow the guidance in
this article.
Teams requirements
Set policies to turn off calling and meeting functionality in Teams
The Teams calling and meeting experience isn't optimized for a VDI environment (coming soon). We recommend
you set user-level policies to turn off calling and meeting functionality in Teams.
You can still choose to run Teams fully in VDI using either the Teams desktop app or web app. However, we
recommend that you set the policies to avoid compromising the user experience.
It can take some time (a few hours) for the policy changes to propagate. If you don’t see changes for a given
account immediately, try again in a few hours.
NOTE
When Teams calling and meetings are optimized for use in virtual desktop environments, you can revert these policies and
allow users to use Teams as they normally would.
Calling
Use the CSTeamsCallingPolicy cmdlets to control whether users are allowed to use calling and calling options in
private and group chats. Here's the list of policy settings and recommended values.
POLICY NAME DESCRIPTION RECOMMENDED VALUE
AllowCalling Controls interop calling capabilities. Set to False to prevent calls from Skype
Turning this on allows Skype for for Business users landing in Teams.
Business users to have one-on-one calls
with Teams users and vice versa.
AllowPrivateCalling Controls whether the Calling app is Set to False to remove the Calling app
available in the app bar on the left side from the app bar on the left side of
of the Teams client and whether users Teams and to remove the Calling and
see Calling and Video call options in Video call options in private chat.
private chat
Create and assign a calling policy

1. Start a Windows PowerShell session as an administrator.
2. Connect to the Skype Online Connector.
# Set Office 365 User Name and Password

$username = “admin email address”
password = ConvertTo-SecureString "password" -AsPlainText -Force
$LiveCred = new-object -typename System.Management.Automation.PSCredential -argumentlist $username,
$password
# Connect to Skype Online
$sfboSession = New-CsOnlineSession -Credential $LiveCred
Import-PSSession $sfboSession```
3. View a list of calling policy options.
Get-CsTeamsCallingPolicy
4. Look for the built-in policy option where all calling policies are disabled. It looks like this.
Identity : Tag:DisallowCalling
AllowCalling : False
AllowPrivateCalling : False
AllowVoicemail : False
AllowCallGroups : False
AllowDelegation : False
AllowUserControl : False
AllowCallForwardingToUser : False
AllowCallForwardingToPhone : False
PreventTollBypass : False
5. Apply the DisallowCalling built-in policy option to all users who will be using Teams in a virtualized
environment.
Grant-CsTeamsCallingPolicy -PolicyName DisallowCalling -Identity “user email id”
For more information about Teams calling policies, see Set-CsTeamsCallingPolicy.

Meetings
Use the CsTeamsMeetingPolicy cmdlets to control the type of meetings that users can create, the features that
they can access while in a meeting, and the meeting features that are available to anonymous and external users.
Here's the list of policy settings and recommended values.
AllowPrivateMeetingScheduling Determines whether a user is allowed to Set to False to prohibit the user from
schedule private meetings. being able to schedule private
meetings.
AllowChannelMeetingScheduling Determines whether a user is allowed to Set to False to prohibit the user from
schedule channel meetings. being able to schedule channel
meetings.
AllowMeetNow Determines whether a user is allowed to Set this to False to prohibit the user
create or start ad-hoc meetings. from being able to start ad-hoc
meetings.
ScreenSharingMode Determines the mode in which a user is Set to Disabled to prohibit the user
allowed to share their screen in calls or from sharing their screens
meetings.
AllowIPVideo Determines whether video is enabled in Set to False to prohibit the user from
a user's meetings or calls. sharing their video
AllowAnonymousUsersToDialOut Determines whether anonymous users Set to False to prohibit anonymous

are allowed to dial out to a PSTN users from dialing out
number.
AllowAnonymousUsersToStartMeeting Determines whether anonymous users Set to False to prohibit users from
can start a meeting. starting a meeting
AllowOutlookAddIn Determines whether a user can Set to False to prohibit a user from
schedule Teams meetings in the scheduling Teams meetings in the
Outlook desktop client. Outlook desktop client
AllowParticipantGiveRequestControl Determines whether participants can Set to False to prohibit the user from
request or give control of screen giving and requesting control in a
sharing. meeting
AllowExternalParticipantGiveRequestCo Determines whether external Set to False to prohibit an external user

ntrol participants can request or give control from giving, requesting control in a
of screen sharing. meeting
AllowPowerPointSharing Determines whether PowerPoint Set to False to prohibit a user from

sharing is allowed in a user’s meetings. sharing PowerPoint files in a meeting
AllowWhiteboard Determines whether whiteboard is Set to False to prohibit whiteboard in a

allowed in a user’s meetings. meeting
AllowTranscription Determines whether real-time and/or Set to False to prohibit transcription

post-meeting captions and and captions in a meeting
transcriptions are allowed in a user's
meetings.
AllowSharedNotes Determines whether users are allowed Set to False to prohibit users from
to take shared notes. taking shared notes
MediaBitRateKB Determines the media bit rate for Suggested value is 5000 (5 MB). You
audio/video/app sharing transmissions can change it based on your
in meetings organization’s needs.
Create and assign a meeting policy

1. Start a Windows PowerShell session as an administrator.
2. Connect to the Skype Online Connector.
# Set Office 365 User Name and Password
$username = “admin email address”
password = ConvertTo-SecureString "password" -AsPlainText -Force
$LiveCred = new-object -typename System.Management.Automation.PSCredential -argumentlist $username,
$password
# Connect to Skype Online
$sfboSession = New-CsOnlineSession -Credential $LiveCred
Import-PSSession $sfboSession```
3. View a list of meeting policy options.
Get-CsTeamsMeetingPolicy
4. Look for the built-in policy option where all meeting policies are disabled. It looks like this.
Identity : Tag:AllOff
Description :
AllowChannelMeetingScheduling : False
AllowMeetNow : False
AllowIPVideo : False
AllowAnonymousUsersToDialOut : False
AllowAnonymousUsersToStartMeeting : False
AllowPrivateMeetingScheduling : False
AutoAdmittedUsers : False
AllowCloudRecording : False
AllowOutlookAddIn : False
AllowPowerPointSharing : False
AllowParticipantGiveRequestControl : False
AllowExternalParticipantGiveRequestControl : False
AllowSharedNotes : False
AllowWhiteboard : False
AllowTranscription : False
MediaBitRateKb : False
ScreenSharingMode : False
5. Apply the AllOff built-in policy option to all users who will be using Teams in a virtualized environment.
Grant-CsTeamsMeetingPolicy -PolicyName AllOff -Identity “user email id”
For more information about Teams meeting policies, see Set-CsTeamsMeetingPolicy.

Virtualization provider requirements
The Teams app has been validated on leading virtualization solution providers. With multiple market providers,
consult your virtualization solution provider to ensure minimum requirements are met.
Virtual Machine requirements
With the diverse workloads and user needs in a virtualized environment, the following is the minimum
recommended VM configuration.
PARAMETER MEASURE
vCPU 2 cores
RAM 4 GB
PARAMETER MEASURE
Storage 8 GB
Virtual Machine operating system requirements

The supported operating systems for VM are:
Windows 10 and later
Windows Server 2012 R2 and later
Install Teams on VDI

Here's the process and tools to deploy the Teams desktop app.
1. Download the Teams MSI package using one of the following links depending on the environment. We
recommend the 64-bit version for a VDI VM with a 64-bit operating system.
32-bit version
64-bit version
2. Run the following command to install the MSI to the VDI VM (or complete updating it).
msiexec /i <path_to_msi> /l*v <install_logfile_name> ALLUSER=1
This installs Teams to Program Files. At this point, the golden image setup is complete.
The next interactive logon session starts Teams and asks for credentials. Note that it's not possible to
disable auto-launch of Teams when installing Teams on VDI using the ALLUSER property.
3. Run the following command to uninstall the MSI from the VDI VM (or prepare for updating it).
msiexec /passive /x <path_to_msi> /l*v <uninstall_logfile_name>
This uninstalls Teams from Program Files.
Known issues and limitations

The following are known issues and limitations for Teams on VDI.
Shared session host type deployments: Shared session host type deployments (for example, shared
non-persistent VM configuration) aren't in scope.
Calling and meetings:
Calling and meeting scenarios aren't optimized for VDI. These scenarios will perform poorly. We
recommend using user-level policies as described in the Set policies to turn off calling and meeting
functionality in Teams section.
Applying the policies described in this article impacts the ability to use calling and meeting functionality,
which depending on other policies, may affect other users in your organization. If users in your
organization use non-VDI clients, you can choose to not apply the policies.
Joining calls and meetings created by other users: Although the policies restrict users from creating
meetings, they can still join meetings if another user dials out to them from the meeting. In these meetings,
the user's ability to share video, use whiteboard and other features depend on whether you disabled those
features using TeamsMeetingPolicy.
Cached content: If the virtual environment in which Teams is running isn't persistent (and data is cleaned
up at the end of each user session), users may notice performance degradation due to content refresh,
regardless of whether the user accessed the same content in a previous session.
Client updates: Teams on VDI isn't automatically updated with per-machine MSI installation. You have to
update the VM image by installing a new MSI as described in the Install Teams on VDI section. You must
uninstall the current version to update to a newer version.
User experience: The Teams user experience in a VDI environment may be different from a non-VDI
environment. The differences may be because of policy settings and/or feature support in the environment.
For Teams known issues that aren't related to VDI, see Known issues for Microsoft Teams.
Related topics
Install Microsoft Teams using MSI
Deploy Microsoft Teams for Surface Hub
Before you install Teams for Surface Hub, be sure to do the following:
□ Make sure hardware, operating system, and other requirements are met. For more information, see the
Microsoft Surface Hub admin guide.
□ Make sure the minimum operating system update required for Teams is installed - KB4343889.
□ Assign a Teams license to the Hub device account.
□ If you are transitioning from Skype for Business Online, confirm that a Teams license is assigned to the user.
Install Teams for Surface Hub from the Microsoft Store

These instructions are for installing Teams for Surface Hub from the Microsoft Store.
1. Start the Microsoft Store:
a. Tap Start > All Apps > Settings.
b. Tap Surface Hub Device account, management.
c. On the left, tap the Apps & Features tab.
d. On the right, tap the Open Store button.
2. From the Microsoft Store, search for Microsoft Teams. The Microsoft Teams for Surface Hub will be
displayed. Tap the Get the app button to install.
3. When the installation is complete, restart the Surface Hub.
NOTE
Do not tap Launch from the Store listing page.
Make Teams the default calling and meetings application

There are two options for configuring the default calling and meetings application policy:
Option 1: Configure via USB key.
Option 2: Configure via MDM such as Intune.
Option 1: Configure via USB key
The packages can be found on this download page. Pick the appropriate one for the package that you're planning
to install and copy it to a USB key. The correct .ppkg file to use depends on the default application policy you'd like
to apply as follows:
NUMBER DESCRIPTION
0 Skype preferred app on the Start Screen, Teams Meetings

available
1 Teams preferred app on the Start Screen, Skype Meetings

available
2 Teams exclusive app on the Start screen (Skype app not

available)
1. Attach the USB key to the Surface Hub device.
2. Open the Settings app on a Surface Hub device.
3. Open Surface Hub Device Account Management.
4. Open Device Management.
5. Click Add or Remove a provisioning package.
6. Click Add Package.
7. Select the Removable Media option from the drop-down menu.
8. Add the appropriate TeamsRTMMode*.ppkg package that was previously copied to the USB key.
9. Restart the Surface Hub device.
10. After the device restarts, you should be able to start the Teams app from the Start screen and join a meeting
from the calendar.
Option 2: Configure via MDM such as Intune
Use the following to configure the default calling and meetings application policy via Intune. Also see the blog,
Deploy the Microsoft Teams for Surface Hub app using Intune.
SETTING VALUE DESCRIPTION
Path ./Vendor/MSFT/SurfaceHub/Properties/
SurfaceHubMeetingMode
Data Type integer (0-2) 0 - Skype preferred app on the Start

Screen, Teams Meetings available
1 - Teams preferred app on the Start
Screen, Skype Meetings available
2 - Teams exclusive app on the Start
screen (Skype app not available)
Operations Get, Set
SETTING VALUE
Path ./Vendor/MSFT/SurfaceHub/Properties/VtcAppPackageId
Data Type string - set string to Teams application package ID as

Microsoft.MicrosoftTeamsforSurfaceHub_8wekyb3d8bb
we!Teams
Operations Get, Set
Restart the Surface Hub device. After the device restarts, you should be able to start the Teams app from the Start
screen and join a meeting from the calendar.
Teams update process
The Teams web app is updated weekly.

Teams desktop client updates are released every two weeks after rigorous internal testing and validation through
our Technology Adoption Program (TAP ). This usually takes place on a Tuesday. If a critical update is required,
Teams will bypass this schedule and release the update as soon as it’s available.
The desktop client updates itself automatically. Teams checks for updates every few hours behind the scenes,
downloads it, and then waits for the computer to be idle before silently installing the update.
Users can also manually download updates by clicking Check for updates on the Profile drop-down menu on the
top right of the app. If an update is available, it will be downloaded and silently installed when the computer is idle.
Users need to be signed in for updates to be downloaded.
Starting July 9, 2019, Teams client updates use significantly lower network bandwidth during the update. This is
turned on by default and requires no action from admins or users.
What about updates to Office 365 ProPlus?

Teams is installed by default with new installations of Office 365 ProPlus as described in Deploy Microsoft Teams
with Office 365 ProPlus.
Teams follows its own update process as outlined above, and not the update process for the other Offices apps,
such as Word and Excel. To learn more, read Overview of update channels for Office 365 ProPlus
What about updates to Teams on VDI?

Teams clients on Virtual Desktop Infrastructure (VDI) aren't automatically updated the way that non-VDI Teams
clients are. You have to update the VM image by installing a new MSI as described in the instructions to Install
Teams on VDI. You must uninstall the current version to update to a newer version.
Can admins deploy updates instead of Teams auto-updating?

Teams does not give admins the ability to deploy updates through any delivery mechanism.
IMPORTANT
center.
At the user level, access to Microsoft Teams can be enabled or disabled on a per-user basis by assigning or
removing the Microsoft Teams product license.
Use messaging policies, managed from the Teams Admin Center, to control what chat and channel messaging
features are available to users in Teams. You can use the default policy or create one or more custom messaging
policies for people in your organization. To learn more, read Manage messaging policies in Teams.
NOTE
Microsoft recommends that you turn on Teams for all users in a company so that teams can be formed organically for
projects and other dynamic initiatives. Even if you are deciding to pilot, it may still be helpful to keep Teams enabled for all
users, but only target communications to the pilot group of users.
Manage Teams through the Microsoft 365 admin center

Teams user-level licenses are managed directly through the Microsoft 365 admin center user management
interfaces. An administrator can assign licenses to new users when new user accounts are created, or to users
with existing accounts. The administrator must have Office 365 Global Administrator or User Management
Administrator privileges to manage Microsoft Teams licenses.
When a license SKU like E3 or E5 is assigned to a user, a Microsoft Teams license is automatically assigned, and
the user is enabled for Microsoft Teams. Administrators can have a granular control over all the Office 365
services and licenses, and the Microsoft Teams license for a specific user or a group of users can be enabled or
disabled.
A Teams user license can be disabled at any time. Once the license is disabled, the users access to Microsoft
Teams will be prevented and the user will no longer be able to see Teams in the Office 365 app launcher and
homepage.
Manage via PowerShell

IMPORTANT
New-MsolLicenseOptions will enable all services that were previously disabled unless explictitly identitied in your
customized script. As an example, if you wanted to leave both Exchange & Sway disabled while additonally disabling Teams,
you'd need to inlcude this in the script or both Exchange & Sway will become enabled for those users you've identified. If
you wish to do utilize a GUI to manage this functionality, See: Office 365 License Reporting and Management Tool -Assign
Remove Licenses in Bulk
Enabling and disabling Teams as a workload license through PowerShell is done just as any other workload. The
service plan name is TEAMS1 for Microsoft Teams. For GCC the service plan name is TEAMS_GOV. For GCC
High the service plan name is TEAMS_GCCHIGH. For DoD the service plan name is TEAMS_DOD (See Disable
access to services with Office 365 PowerShell for more information.)
Sample: The following is just a quick sample on how you would disable Teams for everyone in a particular
license type. You'll need to do this first, then individually enable it for the users who should have access for
piloting purposes.
To display the subscription types you have within your organization, use the following command:
Get-MsolAccountSku
Fill in the name of your plan that includes your organization name and the plan for your school (such as
ContosoSchool:ENTERPRISEPACK_STUDENT), and then run the following commands:
$acctSKU="<plan name>
$x = New-MsolLicenseOptions -AccountSkuId $acctSKU -DisabledPlans "TEAMS1"
To disable Teams for all users with an active license for your named plan, run the following command:
Get-MsolUser | Where-Object {$_.licenses[0].AccountSku.SkuPartNumber -eq

($acctSKU).Substring($acctSKU.IndexOf(":")+1, $acctSKU.Length-$acctSKU.IndexOf(":")-1) -and $_.IsLicensed -
eq $True} | Set-MsolUserLicense -LicenseOptions $x
Decision Point What is your organization’s plan

for Teams onboarding across
the organization? (Pilot or
Open)
Next Steps If onboarding via a closed Pilot,

decide if you would like to do
so via licensing, or targeted
communication.
Depending on decision, take
steps to make sure only Pilot
users who are allowed to access
Teams (if needed).
Document the guidelines for
which users who will (or will
not) have access to Teams.
Manage Teams at the Office 365 tenant level

NOTE
Tenant-level control for Teams has been removed (effective August 2018). Control access to Teams in your organization
with user-level licensing. To learn more, see Manage user access to Microsoft Teams.
Office 365 licensing for Microsoft Teams
IMPORTANT
The following Office 365 subscriptions enable users for Teams.
SMALL BUSINESS PLANS ENTERPRISE PLANS EDUCATION PLANS DEVELOPER PLANS
Office 365 Business Office 365 Enterprise E1 Office 365 Education Office 365 Developer
Essentials
Office 365 Business Premium Office 365 Enterprise E3 Office 365 Education Plus
Microsoft 365 for business Office 365 Enterprise E4 Office 365 Education E3
(retired) (retired)
Office 365 Enterprise E5 Office 365 Education E5
Office 365 Enterprise F1
For more information about getting Teams, check out How do I get access to Microsoft Teams?
NOTE
Teams is also available for non-profit organizations. Teams will begin rolling out for the US Government Cloud Community
(GCC) on July 17 and be available for all eligible customers by the end of August 2018. We are working to bring Microsoft
Teams to the other US government clouds (GCC High and DoD) coming soon. Read more in the Microsoft Teams blog here.
NOTE
Starting October 1, 2018, new Office 365 customers with 500 seats or less will be onboarded to Teams and will not have
access to Skype for Business Online. Tenants that are already using Skype for Business Online will be able to continue doing
so (including provisioning new users) until they complete their transition to Teams. To learn more, see Microsoft Teams now
the primary client for meetings and calling in Office 365.
In terms of Teams core functionalities, there are no differences between the Office 365 subscriptions. The
availability of the compliance capabilities does rely on the correct subscription level. To learn more, read Overview
of security and compliance in Teams. For a detailed list of features available in each subscription, see the Office 365
Platform Service Description.
Cloud voice features: For Audio Conferencing, your organization will need to buy and assign an Audio
Conferencing license to each user who will be setting up dial-in meetings. For Calling Plans, each user will need a
Phone System plus a Domestic or Domestic and International Calling Plan. To learn more, see Microsoft Teams
add-on licensing.
All supported subscription plans are eligible for access to the Teams web client, desktop clients, and mobile apps.
Teams isn't available as a standalone service.
TIP
To manage user-level licensing, see Manage user access to Microsoft Teams.
Assign Microsoft Teams licenses
You can assign licenses to your users for features like Audio Conferencing, Phone System, and Calling Plans.
This article explains how to add these licenses in bulk and for an individual user.
IMPORTANT
See Microsoft Teams add-on licensing for information about what licenses you need to buy and how to buy them,
depending on your Office 365 plan, so users get Audio Conferencing, toll-free numbers, and the ability to call phone
numbers outside your business.
Phone System and Calling Plans: Tips and scripts for assigning
licenses
Here’s what you need to know before assigning Audio Conferencing, Phone System, and Calling Plan
licenses.
Using on-premises PSTN connectivity for hybrid users? If so, you only need to assign a Phone
System license. You should NOT assign a Calling Plan.
Latency after assigning licenses: Because of the latency between Office 365 and Microsoft Teams, it
can take up to 24 hours for a user to be assigned a Calling Plan after you assign a license. If after 24
hours the user isn't assigned a Calling Plan, please contact support for business products - admin help.
Error messages: You will get an error message if you haven't purchased the correct number of
licenses. If you need to buy more Calling Plan licenses, choose Buy more.
Next steps: After you assign Calling Plan licenses to your users, you will need to get your phone
numbers for your organization, and then assign those numbers to the people in your organization. For
step-by-step instructions, see Set up Calling Plans.
Assign a Phone System and Calling Plan license to one user

The steps are the same as assigning an Office 365 license. See Assign or remove licenses for Office 365 for
business.
Assign Phone System and Calling Plan licenses in bulk

1. Install the Microsoft Online Services Sign-In Assistant for IT Professionals RTW. Don't have the
module installed? See Microsoft Online Services Sign-In Assistant for IT Professionals RTW to
download it.
2. Install the Windows Azure Active Directory Module. Don't have the module installed? See Manage
Azure AD using Windows PowerShell for download instructions and cmdlet syntax.
3. Once you get the modules installed, use the Windows PowerShell command prompt and the following
syntax to assign the licenses to your users:
This example assigns an Enterprise E3 license along with a Phone System and a Domestic Calling Plan license.
The name of the licenses or product names in the script are listed in italics (see Phone System and Calling
Plans product names or SKUs used for scripting, after the example).
#Create a text file with a single row containing list of UserPrincipalName (UPN) of users to license. The
MSOLservice uses UPN to license user accounts in Office 365.
#Example of text file:

#user1@domain.com
#user2@domain.com
#Import Module
ipmo MSOnline
#Authenticate to MSOLservice.
Connect-MSOLService
#File prompt to select the userlist txt file.
[System.Reflection.Assembly]::LoadWithPartialName("System.windows.forms") | Out-Null
$OFD = New-Object System.Windows.Forms.OpenFileDialog
$OFD.filter = "text files (*.*)| *.txt"
$OFD.ShowDialog() | Out-Null
$OFD.filename
If ($OFD.filename -eq '')
{
Write-Host "You did not choose a file. Try again" -ForegroundColor White -BackgroundColor Red
}
#Create a variable of all users.
$users = Get-Content $OFD.filename
#License each user in the $users variable.
#Use MCOPSTN1 for PSTN Domestic Calling and MCOPSTN2 for Domestic and
International Calling.
for each ($user in $users)
{
Write-host "Assigning License: $user"
Set-MsolUserLicense -UserPrincipalName $user -AddLicenses "companyname:ENTERPRISEPACK " -ErrorAction
SilentlyContinue
Set-MsolUserLicense -UserPrincipalName $user -AddLicenses "companyname:MCOEV " -ErrorAction
SilentlyContinue
Set-MsolUserLicense -UserPrincipalName $user -AddLicenses "companyname:MCOPSTN1 " -ErrorAction
SilentlyContinue
}
Phone System and Calling Plans product names or SKUs used for
scripting
PRODUCT NAME SKU PART NAME
Enterprise E5 (with Phone System) ENTERPRISEPREMIUM
Enterprise E3 ENTERPRISEPACK
Enterprise E1 STANDARDPACK
Phone System MCOEV
Domestic & International Calling Plan MCOPSTN2
Domestic Calling Plan (3000 minutes per user/month for MCOPSTN1

US/PR/CA, 1200 minutes per user/month for EU countries)

each country)
Note: This plan is not available in US.

each country)
Note: This plan is not available in US.
Communications Credits MCOPSTNPP
Audio Conferencing: tips and scripts for assigning licenses

Here's what you need to know before assigning Audio Conferencing licenses.
Third-party audio conferencing provider: If someone is already set up to use a third-party audio
conferencing provider, when you assign them an Audio Conferencing license, they will be changed to
use Microsoft as the audio conferencing provider. You can change them back to the third-party
provider.
Next steps: After you assign Audio Conferencing licenses, you need to assign an audio conferencing
provider. See Assign Microsoft as the audio conferencing provider.
Assign an Audio Conferencing license to one user

business.
Assign Audio Conferencing licenses in bulk

1. Download and install Microsoft Online Services Sign-In Assistant for IT Professionals RTW.
2. Download and install the Windows Azure Active Directory Module. See Manage Azure AD using
Windows PowerShell for download instructions and cmdlet syntax.
Once you get the modules installed, use the Windows PowerShell command prompt and the following syntax
to assign the licenses to your users:
The name of the licenses or product names in the script are listed in italics. See Audio Conferencing product
names or SKUS used for scripting for all of the product names.
This example assigns an Enterprise E3 license along with an Audio Conferencing license.
#Create a text file with a single row containing list of UserPrincipalName(UPN) of users to license. The
MSOLservice uses UPN to license user accounts in Office 365.
#Example of text file:
#user1@domain.com
#user2@domain.com
#Import Module
ipmo MSOnline
#Authenticate to MSOLservice
Connect-MSOLService
#File prompt to select the userlist txt file
[System.Reflection.Assembly]::LoadWithPartialName("System.windows.forms") | Out-Null
$OFD = New-Object System.Windows.Forms.OpenFileDialog
$OFD.filter = "text files (*.*)| *.txt"
$OFD.ShowDialog() | Out-Null
$OFD.filename
If ($OFD.filename -eq '')

{
Write-Host "You did not choose a file. Try again" -ForegroundColor White -BackgroundColor Red
}
#Create a variable of all users

$users = Get-Content $OFD.filename
#License each user in the $users variable

foreach ($user in $users)
{
Write-host "Assigning License: $user"
Set-MsolUserLicense -UserPrincipalName $user -AddLicenses "companyname:ENTERPRISEPACK " -ErrorAction
SilentlyContinue
Set-MsolUserLicense -UserPrincipalName $user -AddLicenses "companyname:MCOMEETADV " -ErrorAction
SilentlyContinue
}
Audio Conferencing product names or SKUS used for scripting

Audio Conferencing (subscription) MCOMEETADV
Audio Conferencing Pay Per Minute (pay as you go) MCOMEETACPEA

Note: Requires Communications Credits to be set up and
enabled.
Enterprise E1 STANDARDPACK
Enterprise E3 ENTERPRISEPACK
Enterprise E5 (without Audio Conferencing) ENTERPRISEPREMIUM_NOPSTNCONF
Enterprise E5 (with Audio Conferencing) ENTERPRISEPREMIUM
Here's what you need to know before assigning Communications Credits licenses.
Enterprise E5 customers: Even if your users are assigned Enterprise E5 licenses, we still recommend
that you assign them Communications Credits licenses.
Next steps: After you assign these licenses, you will need to get your phone numbers for your
organization, and then assign those numbers to the people in your organization. For step-by-step
instructions, see Set up Calling Plans.
Assign a Communications Credits license to one user

business.
Assign Communications Credits licenses in bulk

Take a look at the sample script for assigning Audio Conferencing licenses. Update it with the info for
assigning Communications Credits licenses.
Related topics
What are add-on licenses?

Add-on licenses are licenses for specific Microsoft Teams features. Some businesses want the flexibility of
purchasing only specific features at a competitive price. To add a feature, buy one add-on license for each
user who will use it.
Microsoft Teams licensing is designed to give you the maximum amount of flexibility. For example, after
using basic Teams features for a while, you can buy add-on licenses when you're ready to use more
features, such as Audio Conferencing or the Phone System in Office 365.
How does add-on licensing affect cost?

For most businesses, buying a bundle of software in an Enterprise plan will result in lower overall cost.
Typically, when you buy several add-on licenses individually instead of as part of a plan, you may end up
with higher combined cost.
For more cost information, see one of the following:
Pricing for Phone System and Calling Plans
What features can I get with add-on licenses?

Depending on which plan you already have, you can buy add-on licenses for the following Microsoft Teams
features:
Feature Description
Audio Conferencing Sometimes people in your organization will need to use a

phone to call in to a Teams meeting, instead of using their
computer. Use the Audio Conferencing feature for this
situation.
To find out whether Audio Conferencing is available in
your country or region, see Country and region
availability for Audio Conferencing and Calling Plans.
If you are looking for how much it costs, see Pricing for
Audio Conferencing.
Toll free numbers for dial-in access to your If you add Audio Conferencing, we recommend that you
conferences, and the ability to dial out from a Set up Communications Credits.
conference to add someone by calling any telephone
number in the world
Phone System A PBX is a telephone system in a business. Phone System
in Office 365 is a hosted telephone service. It gives you
both traditional and innovative PBX capabilities, but
without the complicated and expensive equipment. Here's
what you get with Phone System in Office 365.
If you are looking for how much it costs, see Phone
System.
Calling Plans Calls to other Teams users are free, but if you want your
users to be able to call any phone numbers outside of
your business, get a Calling Plan. There are Domestic
Calling Plans and Domestic and International Calling Plans
in Office 365.
If you are looking for how much it costs, see Calling Plan
Pricing.
Microsoft Teams Rooms This isn't an add-on, but a feature that brings video,
audio, and content sharing to conference rooms. See
Microsoft Teams Rooms.
Need to talk to someone about all the add-on options? Contact support for business products - Admin
Help.
License options based on your plan

The add-on licensing options available to you depends on your Office 365 plan. See the following topics
for information, features, and options that are specific to your plan.
Office 365 ProPlus
Office 365 Enterprise E1 or E3
Office 365 Enterprise E5 (without Audio Conferencing)
GOV, EDU, and non-profit organizations
How to see prices and buy add-on licenses

After you buy an Office 365 plan, you see prices and buy add-ons through the admin center.
Depending on the add-ons you want, we recommend comparing whether it's more cost effective for you to
switch to a plan that includes those features already.
See your plan under "License options based on your plan" for more details about which licenses to buy and
how to see prices and purchase add-on licenses.
How do I use my existing Calling Plans with Teams?

If you are using on-premises PSTN connectivity for hybrid users, you only assign Phone System licenses
to your users. DO NOT also assign a Calling Plan.
For extensive documentation on planning your deployment, including Phone System with on-premises
PSTN connectivity, see Microsoft telephony solutions.
Related topics
Set up Teams
Calling Plans for Office 365 and Set up Calling Plans
If you have Office 365 Business Premium, you can use Microsoft Teams to make calls to other people in your
business who are on your subscription. For example, if your business has 10 people, you can use Teams to call and
IM each other.
To make and receive calls from people external to your business, you have three options:
Option 1. Use the free Teams app. If you have a very small business (for example, 1-2 people), using the
Teams app is the better way to go. It's less expensive to use for domestic and international calls. You can still
make 1:1 and group audio and video calls and share your desktop for presentations. Compare the features,
rates, and payment options.
We recommend starting with Teams free to see if it meets your needs. However, if it doesn't you still have
two options.
Option 2. Keep your plan, and buy a Phone System and a Domestic or Domestic and International
Calling Plan.
1. Buy the Phone System add-on.
2. Buy a Calling Plan for Office 365 - You can only buy this after you buy the Phone System add-on.
Option 3. Upgrade your plan, and buy a Phone System and a Domestic or Domestic and
International Calling Plan.
1. Switch to a different Office 365 for business plan. We recommend that you evaluate an Enterprise E5
plan to see if it is more cost effective.
2. If you decide to buy an Enterprise E5 license, it includes a Phone System license. If you use an
Enterprise E1 or E3 license or an Office 365 Business Essentials or Office 365 Business Premium
licsense you will need to buy the Phone System add-on.
3. Buy a Calling Plan for Office 365: you can only buy this after you buy the Phone System add-on.
How to see prices and buy

To get Audio Conferencing:
2. Go to Billing > Purchase services > Add-on subscriptions.
You'll see the prices and option to buy Audio Conferencing.
To get Communications Credits
You’ll see the option to buy Communications Credits.
3. To add funds to Communications Credits, go to Billing > Subscriptions > Communications Credits.
You'll be able to add funds and turn Auto recharge on and off. See Add funds and manage Communications
Credits for more information.
To get Phone System and a Calling Plan:
1. Switch to the E1 or E3 plan.
2. Go to the Microsoft 365 admin center.
You'll see the prices for Phone System and the option to buy it.
4. After you buy a Phone System license, you'll see the price and option to buy a Calling Plan.
Office 365 ProPlus
If you have already purchased the Office 365 ProPlus plan, here are the add-on licenses you need to buy to get
more Teams features.
IMPORTANT
Although Audio Conferencing, Phone System, and Calling Plans can be purchased to enable voice calling features, we
recommend that you evaluate an Enterprise E5 plan to see if it is more cost effective.
TO ADD THIS FEATURE HERE'S WHAT YOU NEED TO DO
Audio Conferencing Buy the Audio Conferencing add-on.

Buy 1 Audio Conferencing license for each person who is
going to schedule or host a dial-in meeting. Attendees do not
need licenses.
Once you buy the license, Microsoft will be your audio
Toll-free numbers for dial-in access to your conferences, and Buy Communications Credits.
the ability to dial out from a conference to add someone by
calling any telephone number in the world
Phone System 1. Switch to a different Office 365 for business plan. If

you have Office 365 ProPlus, we recommend
upgrading your plan to an Enterprise E5 plan to get
cloud voice features. If you upgrade to an Enterprise
E1 or E3 plan, you'll see the option to buy the Phone
System add-on.
3. Buy a Calling Plan for Office 365.
Or, use the telephone service from your existing
provider.
Buy a Calling Plan 1. Switch to a different Office 365 for business plan.
3. Buy a Calling Plan.
You can only buy this after you buy the Phone System
add-on.
Office 365 Enterprise E1 and E3
If you have already purchased the Office 365 Enterprise E1 or E3 plan, here are the add-on licenses you need to
buy to get more Microsoft Teams features.
Audio Conferencing Buy the Audio Conferencing add-on.

Buy 1 Audio Conferencing license for each person who is
going to schedule or host a dial-in meeting. Attendees do not
need licenses.
Once you buy the license, Microsoft will be your audio
Toll-free numbers for dial-in access to your meetings, and the Buy Communications Credits.
ability to dial out from a meeting to add someone by calling
any telephone number in the world
Phone System 1. Buy the Office 365 Phone System add-on.

2. Buy a Calling Plan for Office 365.
Or, use the telephone service from your existing provider.
Cloud Voicemail For E1 plans, buy Exchange Online Plan 2.

Or, switch to an Office Suite that comes with Exchange Online
Plan 2, such as Office 365 E3.
Calling Plans 1. Buy the Phone System add-on.

2. Buy a Calling Plan: you can only buy this after you buy
the Phone System add-on.
E1 and E3 customers: How to see prices and buy

2. Go to Billing > Purchase services > Add-on subscriptions
3. You'll see the Phone System add-on. Select Buy now.
After you buy a Phone System license, you'll see the price and option to buy a Calling Plan.
Partners: How to see prices and buy
The E3 plan is part of your Action Pack. To buy the Phone System and Audio Conferencing add-ons:
1. Buy one seat of E3 from our marketing website. Choose the option to add the seat to your existing tenant.
2. Sign in to the Microsoft 365 admin center and go to Billing > Purchase services > Add-on
subscriptions.
Now you'll see the prices and option to buy the Phone System and Audio Conferencing add-ons.
Why don't I see the option to buy add-ons?
In a few situations, you won't see the option to buy Microsoft Teams add-ons in the Microsoft 365 admin center:
You purchased Office 365 Business Premium through GoDaddy. In this case, you can't buy Microsoft
Teams add-ons. You need to switch to the E3 plan (which GoDaddy doesn't sell), and then you can buy them.
Contact support for business products - Admin Help.
You have a monthly commitment instead of an annual commitment. In some cases, customers who
have a monthly commitment can't buy the add-ons (this is different from the payment method, which can
be monthly). This is a known issue that we are fixing. Contact support for business products - Admin Help.
The Office 365 Enterprise E5 plan includes most Microsoft Teams features. There are just a few additional options.
Audio Conferencing is included! Once you buy the license, Microsoft will be your audio
Toll-free numbers for dial-in access to your meetings and the Buy Communications Credits.
ability to dial out from a meeting to add someone by calling
any telephone number in the world.
Phone System and voicemail is included! Buy a Calling Plan for Office 365.
Office 365 Enterprise E5 (without Audio
Conferencing)
If you have already purchased the Office 365 Enterprise E5 (without Audio Conferencing) plan, here are the
Microsoft Teams add-on licenses you need to buy to get more features.
Audio Conferencing To get this add-on, do the following:

1. If you have already bought an E5 plan but the Audio
Conferencing feature isn't available in your country or
region, you will need to use a third-party audio
conferencing provider. Find a third-party audio
conferencing provider at Microsoft PinPoint.
Check this article to see if Audio Conferencing is
available in your country or region: Country and
region availability for Audio Conferencing and Calling
Plans
2.
If it is available, use the Switch plans button to move to
the Office 365 Enterprise E5 plan that includes Audio
Conferencing. You'll get more features, too!
Phone System is included! Buy a Calling Plan for Office 365.

Cloud Voicemail is included! You don't need to do anything else.

GOV, EDU, and non-profit organizations
Most Teams features are available to US Government, education, and nonprofit organizations. See the following
table for details.
AVAILABLE TO NON-
AVAILABLE TO GOV AVAILABLE TO GOV PROFIT
TEAMS FEATURE (GCC) (NON-GCC) AVAILABLE TO EDU ORGANIZATIONS
Audio Conferencing Yes Yes Yes Yes
Office 365 Phone Yes Yes Yes Yes

System
Office 365 Calling Yes Yes Yes Yes

Plan
Please see this blog post: Advanced Office 365 capabilities now available to U.S. Government Community Cloud
customers.
Manage the Microsoft Teams Commercial Cloud Trial
offer
Microsoft Teams is a great collaborative tool for your organization. It empowers people and teams to discuss,
innovate, and share ideas using the power of Office 365. The Microsoft Teams Commercial Cloud Trial offers
existing Office 365 users in your organization who are not licensed for Microsoft Teams to initiate a 1-year trial of
the product. Admins can switch this feature on or off for users in their organization.
IMPORTANT
The Microsoft Teams Commercial Cloud Trial has been updated to include additional service plans for increased Teams
functionality and is now owned and controlled by your organization's billing admin. This makes the trial easier to manage and
makes it consistent with all other Microsoft 365 offers.
What's in the offer

The service plans included in this offer are:
Exchange Foundation
Flow for Office 365 Plan 1
Forms
Microsoft Planner
Microsoft Teams (Teams1, Teams IW )
Office
PowerApps for Office 365 Plan 1
SharePoint Online Kiosk
Stream
Sway
Whiteboard
Yammer Enterprise
The trial grants a one-year trial subscription to your entire organization. The trial makes 500,000 licenses available
for assignment. For each license assigned, the trial allocates 2 GB of SharePoint Online storage.
Who is eligible
Users must be enabled to sign up for apps and trials (in the Microsoft 365 admin center). For more information,
see Manage the trial, later in this article.
Users who do not have an Office 365 license that includes Teams can initiate the Microsoft Teams Commercial
Cloud Trial offer. For example, if a user has Office 365 Business (which doesn't include Teams), they are eligible for
the trial.
Who is not eligible

Your organization is not eligible for the trial if you are a Syndication Partner Customer or if you are a GCC, GCC
High, DoD, or EDU customer.
If your organization is ineligible for the Microsoft Teams Commercial Cloud Trial offer, you will not see the Let
users install trial apps and services switch.
How users sign up for the trial

Eligible users can sign up for the trial offer by signing in to Teams (teams.microsoft.com). They will see the
following screen to start the trial.
All trials within your organization share the same start and end dates, which is the date the first user signed up for
the trial. For example, if user A starts the first trial on January 25, 2019 and user B starts a trial on June 3, 2019,
both users' trial will expire on January 25, 2020.
Manage the trial

Trial licenses are assigned the same way any other subscription acquired by an admin is assigned. For more
information, see Assign licenses to users in Office 365 for business.
In addition, admins can disable the ability for end users to claim trial apps and services within their organization.
Currently, the trial described in this article is the only trial in this category, but it might apply to other similar
programs in the future.
Prevent users from installing trial apps and services
You can turn off a user’s ability to install trial apps and services.
1. From the Microsoft 365 admin center, go to Settings > Services & add-ins > User owned Apps and
Services.
2. Turn off Let users install trial apps and services.
Manage trial availability for a user with a license that includes Teams
A user who is assigned a license that includes Teams is not eligible for the trial. When the Teams service plan is
enabled, the user can sign in and use Teams. If the service plan is disabled, the user cannot sign in and is not
presented with the trial option either.
To turn off access to Teams:
1. In the Microsoft 365 admin center, select Users > Active users.
2. Select the box next to the name of the user.
3. On the right, in the Product licenses row, choose Edit.
4. In the Product licenses pane, switch the toggle to Off.
Manage Teams availability for users who already claimed the trial
If a user has claimed a Teams trial license, you can remove it by removing the license or service plan.
To turn off the trial license:
1. In the Microsoft 365 admin center, select Users > Active users.
2. Select the box next to the name of the user.
3. On the right, in the Product licenses row, choose Edit.
4. In the Product licenses pane, switch the toggle to Off.
NOTE
The Microsoft Teams Trial toggle switch will appear after the first user in the organization signs up for the trial.
Manage Teams for users who have the trial license

You can manage users who have a trial license just like you manage users who have a regular paid license. For
more information, see Manage Microsoft Teams settings for your organization.
Upgrade users from the trial license
To upgrade users from the trial license, do the following:
1. Purchase a subscription that includes Teams.
2. Remove the Teams trial subscription from the user.
3. Assign the newly purchased license.
For more information, see Office 365 licensing for Microsoft Teams.
NOTE
If the trial ends and a user is not immediately upgraded to a subscription that includes teams, the user data is not removed.
The user still exists in Azure Active Directory and all data within Teams still remains. Once a new license is assigned to the
user to enable Teams functionality again, all content will still exist.
Remove a legacy Microsoft Teams Trial license

As of April 22, 2019, users can begin claiming the latest Microsoft Teams Commercial Cloud Trial license. If you
would like to move users in your organization off of the legacy trial license and onto the latest one, you will need to
first remove the legacy Microsoft Teams Trial license from each user. Once the legacy license is removed, each
affected user can claim the updated Microsoft Teams Commercial Cloud Trial license.
If you would like to remove this license via PowerShell, see: Remove licenses from user accounts with Office
365 PowerShell
If you would like to remove this license through the admin portal, see: Remove licenses from users in Office
365 for business
Upgrade Microsoft Teams free to Office 365
subscription version
If your organization is using the free version of Microsoft Teams, you can easily upgrade to the full version by
purchasing an Office 365 subscription plan for your users. The full version provides additional Teams features —
like scheduling, audio conferencing, enhanced administration, and security capabilities — that the free version
doesn’t provide. Office 365 combines the familiar Microsoft Office desktop suite with cloud-based versions of
Microsoft's next-generation communications and collaboration services — including Exchange Online, SharePoint
Online, and Office — to help users be productive from virtually anywhere through the internet. When you
upgrade Teams, your existing Teams data will not be lost; all your teams, channels, chats, files, and permissions
come with you.
NOTE
If you already have an Office 365 subscription, you’re eligible for the trial version of Teams (with your corporate identity), not
the free version. The Teams trial provides the full version of Teams for a limited time. For more information, see Manage the
Microsoft Teams Commercial Cloud Trial offer.
How does Teams free compare to the full version of Teams?

Teams free is designed for small to medium businesses and has the following features:
300 maximum users
Unlimited chat messages and search
Guest access
Integration with apps and services, including the Online versions of Word, Excel, PowerPoint, and OneNote
2 GB of storage per user and 10 GB of shared storage
1:1 and group online audio and video calling
Channel meetings
Screen sharing
The full version of Teams included with an Office 365 subscription provides the following features in addition to
the features that Teams free provides:
No user limit (with an enterprise license)
Exchange email hosting and custom email domain
OneDrive, SharePoint, Planner, Yammer, and more Office 365 services
1 TB of storage per user
Scheduled meetings
Audio conferencing
Enhanced security and compliance features, including multi-factor authentication, single sign-on, and advanced
auditing and reporting
Administrative controls and support features, including 24 x 7 phone and web support, admin tools for
managing users and apps, usage reporting for Office 365 services, service-level agreement, and configurable
user settings and policies
For a detailed comparison of Teams free and Teams features, see Compare Teams plans.
Upgrade requirements
You can upgrade to the full version of Teams if you meet the following requirements:
You are the person who signed up for the existing Teams free subscription.
If you are bringing your own domain, it isn’t already associated with Azure Active Directory (via trial or
purchased O365 subscription).
NOTE
To upgrade and transfer your data, you have to buy your subscription through the upgrade process in the Teams
application. If you purchased Office 365 with Teams without going through the upgrade process, you can’t transfer your
data because you will already have a separate tenant.
Limitations
Keep the following limitations in mind:
You can’t switch back to Teams free after you upgrade.
You can’t merge multiple Teams free tenants into a single paid tenant.
All users must be in the same domain. (All users will get a sign-in in the format username@domain.com.)
All users must be upgraded: a mix of Teams free and paid subscription users in the same tenant is not
supported.
How do I upgrade my organization?

To upgrade to the full version of Teams, select Upgrade in Teams.
Enter the email address that you use to sign in to Teams, and then purchase an Office 365 Business Premium plan.
If you would like to purchase Office 365 Business Essentials or an Enterprise edition of Office 365, contact
support.
What's next?
After your upgrade is complete, see Get started with Microsoft Teams for first steps and Adopt Microsoft Teams
for a phased approach to Teams adoption across your organization.
More information
To find out more about Teams versions and their capabilities, see Compare Teams plans.
For more information about upgrading to the full version of Teams, see Upgrade from Teams free to Teams.
For additional admin tasks associated with upgrading users, including adding user licenses, changing user
names, and assigning temporary passwords, see For admins upgrading from Teams free to a paid subscription.
For information about managing Teams free in your organization, see Manage the free version of Microsoft
Teams.
Messaging policies licensing
Starting on January 1, 2020, licensed users will be able to send Urgent Messages with Priority Notifications
according to the terms of their subscription. IT Admins will be given reporting on priority notification usage to
support appropriate user licensing. Users will be able to receive unlimited Urgent Messages with Priority
Notifications, regardless of license.
SENDING UP TO 5 MESSAGES SENDING UNLIMITED

INCLUDED PER USER PER MESSAGES INCLUDED PER
SEGMENT MONTH USER PER MONTH
Enterprise Office 365 F1 / Microsoft Office 365 E3 / Microsoft

365 F1 365 E3
Office 365 E1 Office 365 E5 / Microsoft
365 E5
Education Office 365 A1 / Microsoft Office 365 A3 / Microsoft

365 A1 365 A3
Office 365 A5 / Microsoft
365 A5
SMB Office 365 Business Office 365 Business

Essentials Premium / Microsoft 365
Business
Phone System–Virtual User license
Starting July 2, 2019, an organization with Phone System licensed users can now obtain and assign either a free
Phone System–Virtual User license or a paid Phone System user license to resource accounts. A Calling Plan is no
longer required. All auto attendants or call queues require an associated resource account. Resource accounts that
require a phone number need a free Phone System–Virtual User license or a paid Phone System user license
before a phone number can be applied to the resource account.
TIP
No license is needed for resource accounts that will be used with nested auto attendants or call queues that don't have a
phone number assigned. See the following diagram for reference:
Virtual User license allocation

Your organization is allotted Phone System–Virtual User licenses depending on its overall size. Any organization
that has at least one license including Phone System or has Phone System added has 25 Virtual User licenses
available at no cost. When you add 10 Phone System user licenses in your organization, one more Phone System–
Virtual User license becomes available.
NOTE
Phone System is an add-on license available with Office 365 E1 and E3. Phone System is also included as part of Office 365
E5 licenses.
If your organization uses up the available free Phone System–Virtual User licenses in creating auto attendant or
call queue nodes, you can still use the paid Phone system licenses with a resource account. Most organizations will
have enough Virtual User licenses based on the scaling plan.
License allocation example
Contoso, Inc. purchased 600 licenses that included Phone System (one for each employee). Contoso is allotted an
initial 25 plus 60 Phone System–Virtual User licenses, 85 in total. Their organization has 90 call queues and auto
attendants that have phone numbers. They need to assign all the Phone System–Virtual User licenses and obtain
five regular-priced Phone System licenses.
Contoso should consider redesigning the auto attendant and call queue system. If they use fewer phone numbers
and more nested nodes that don't need a phone number, they simplify the implementation and reduce costs.
How to acquire Phone System–Virtual User licenses

NOTE
When following these instructions, use Preview Mode to purchase a Phone System-Virtual User license.

2. Go to Billing > Purchase services > Add-on subscriptions
3. Scroll to the end to find the "Phone System –Virtual User" license. Select Buy now.
WARNING
Keep in mind you must still Buy the license even though it has a cost of zero.
Change an existing resource account to use a Phone System–Virtual

User license
If you decide to switch the license on your resource account from a Phone System license to a Phone System–
Virtual User license:
1. Get the new Phone System–Virtual User license.
2. Follow the linked steps in the Microsoft 365 Admin center to Move users to a different subscription.
WARNING
Always remove a full Phone System License and assign the Phone System–Virtual User license in the same license activity. If
you remove the old license, save the account changes, add the new license, and then save the account settings again, the
resource account may no longer function as expected. If this happens, we recommend you create a new resource account
for the Phone System–Virtual User license and remove the broken resource account.
Related information
Auto Attendant and Call Queues Service Update
Setting your coexistence and upgrade settings
IMPORTANT
When you upgrade your Skype for Business users to use Teams, you have several options to help you make it a
seamless process for your users. You have the option to make coexistence and upgrade settings for all of the users
in your organization at once, or you can make settings changes for a single or set of users in your organization.
Note that older versions of Skype for Business clients may not honor these settings. For more information about
Skype for Business client versions, go to the Skype for Business downloads and updates page.
You can get a better understanding of the types of modes that are available to you by reading Understand
Microsoft Teams and Skype for Business coexistence and interoperability or Coexistence with Skype for Business.
IMPORTANT
Having the option to upgrade doesn’t necessarily mean your organization is ready for this change. For the best user
experience, confirm that Teams meets your collaboration and communication requirements, make sure that your network is
ready to support Teams, and implement your user readiness plan before upgrading users to Teams.
Set upgrade options for all users in your organization

1. In the left navigation, go to Org-wide settings > Teams upgrade.
2. At the top of the Teams upgrade page, make the following changes if they will work for you.
Set the Coexistence mode.
Islands - Use this setting if you want users to be able to use both Skype for Business and Teams
simultaneously.
Skype for Business only - Use this setting if you want your users to only use Skype for
Business.
Teams only (in preview for some organizations) - Use this setting if you want your users to use
only Teams. Note that even with this setting, users can still join meetings hosted in Skype for
Business.
Set Notify Skype for Business users that Teams is available for upgrade. If you turn this on, it will
tell the Skype for Business users that they will soon be upgraded to the Teams app.
Set the Preferred app for users to join Skype for Business meetings. This setting determines which
app is used for joining Skype for Business meetings and is honored regardless of the value of
coexistence mode.
Skype Meetings app
Skype for Business with limited features
Set whether to Download the Teams app in the background for Skype for Business users. This
setting silently downloads the Teams app for users running Skype for Business on Windows. It is
honored only if coexistence mode for the user is Teams only or if notifications of pending upgrade are
enabled in Skype for Business.
3. Click Save after you make your changes.
Set upgrade options for a single user in your organization

1. In the left navigation, go to Users, and then select the user from the list.
2. On the Account tab for the user, under Teams upgrade, click Edit.
3. You can set the Coexistence mode. Choose from the following options:
Use Org-wide settings - Use this setting if you want the user to use the settings in the Org-wide
settings.
Islands - Use this setting if you want the user to be able to use both Skype for Business and Teams.
Skype for Business only - Use this setting if you want the user to use Skype for Business.
Teams only - Use this setting if you want the user to use only Teams. The user will still be able to join
Skype for Business meetings.
4. If you select any Coexistence mode other than Use Org-wide settings, you have the option to enable
notifications in the user's Skype for Business app that upgrade to Teams is coming soon. You can enable this
notification for the user by turning on the Notify the Skype for Business user option.
5. Click Save after you make your changes.
Related topics
Plan the journey
Understand the coexistence and upgrade journey for Skype for Business and Teams
Office 365 Groups and Microsoft Teams
TIP
Watch the following session to learn how Teams interacts with Azure Active Directory (Azure AD), Office 365 Groups,
Exchange, SharePoint and OneDrive for Business: Foundations of Microsoft Teams
Office 365 Groups is the cross-application membership service in Office 365. At the basic level, an Office 365
Group is an object in Azure Active Directory with a list of members and a loose coupling to related workloads
including a SharePoint team site, Yammer Group, shared Exchange mailbox resources, Planner, Power BI and
OneNote. You can add or remove people to the group just as you would any other group-based security object in
Active Directory.
An Office 365 administrator can define an Office 365 Group, add members, and benefit from features such as an
Exchange shared mailbox, SharePoint document library, Yammer Group, and so on. For more information about
Office 365 Groups, see Learn about Office 365 Groups.
Don't miss the poster Groups in Microsoft 365 for IT Architects.
How Office 365 Groups work

When you create a team, on the backend, you’re creating an Office 365 Group and the associated SharePoint
document library and OneNote notebook, along with ties into other Office 365 cloud applications. If the person
creating the team is an owner of an existing Office 365 Public or Private Group, they can add Teams functionality to
the group if it has less than 5000 people and has never been added to Teams. This creates one default General
channel in which chat messages, documents, OneNote, and other objects reside. Viewing the document library for
the channel will reveal the General folder representing the channel in the team. More importantly, if you create
your own folder structure within a document library it does not propagate to Teams as a channel; for now, it only
flows from Teams into SharePoint.
NOTE
Based on customer feedback, new Office 365 Groups generated as a result of creating a team in Microsoft Teams will no
longer show in Outlook by default. For customers that want to continue with the existing behavior of showing these groups
in Outlook, an Exchange Online PowerShell cmdlet will be provided which can enable the group for the Outlook experience.
Groups created through Outlook and then later enabled for Teams will continue to show in both Outlook and Teams. This
update will gradually roll out across Outlook and Teams in the coming months.
NOTE
Deleting an Office 365 Group will remove the mailbox alias for persistent Outlook/OWA conversations and Teams meeting
invites, and mark the SharePoint site for deletion. It takes approximately 20 minutes between the removal of a team and its
effect on Outlook. Deleting a team from the Teams client will remove it immediately from view to all who are members of the
team. If you remove members of an Office 365 Group that has had Teams functionality enabled on it, there could be a delay
of approximately two hours before the team is removed from view in the Teams client for the affected people who were
removed.
Read this for information about restoring an Office 365 Group that you deleted.
Group membership
Group features and capabilities for your users depend on where you drive group membership from. For example, if
you remove a member of a team, they are removed from the Office 365 Group as well. Removal from the group
immediately removes the team and channels from the Teams client. If you remove a person from a group using the
Microsoft 365 admin center, they will no longer have access to the other collaborative aspects such as SharePoint
Online document library, Yammer group, or shared OneNote. However, they will still have access to the team’s chat
functionality for approximately two hours.
As a best practice for managing Teams members, add and remove members from the Teams client to ensure that
the correct cascading access control to other dependent cloud applications is applied. Additionally, you will avoid a
disjointed experience leaving people with the impression they still have access to the resources they used to (until
the next sync cycle either adds or revokes access to a particular component of the service). If you DO add or
remove team members outside of the Teams client (by using the Microsoft 365 admin center, Azure AD, or
Exchange Online PowerShell), it can take up to two hours for changes to be reflected in Teams.
Enhance existing Office 365 groups with Microsoft
Teams
Microsoft Teams users can enhance an existing Office 365 Group with Teams functionality. When looking at
enhancing a public Office 365 Group, users can do that if the number of members is equal to or less than 5,000.
To do this, users should go through the flow of creating a new team from the Microsoft Teams client. Select Create
from > Office 365 group, and then choose the existing group that you want to enhance with Teams. Existing
group members will be added as members to the team automatically.
IMPORTANT
Only Office 365 Group owners have permission to enhance an existing group with Teams, and that group must contain less
than 5,000 users. Teams that have already been enhanced will not show up in the list.
The option to create a team from an Office 365 Group will not be available unless these conditions have been met.
Users can also invite a distribution list to a team, and the members of that distribution list will be added to the
team. This is a one-time add, and later changes in group membership in the distribution list will not be replicated
or synced to Teams.
You can also add mail-enabled security groups as members of a team. But, if you later add more members to the
security group, those members are not automatically added to the team. You must add the new members
separately or re-add the security group to the team. (If you re-add the security group, deduplication makes sure
members are added only once.)
There are two types of privacy settings with Office 365 groups, public and private. Whereas both group types
can be enabled for Teams, there is a slight difference when it comes to self-service.
Users can search for public groups and can join by themselves without a need for team owner’s approval.
Private groups are not searchable, and users cannot join unless a team owner add them as a member.
When creating a new team in Teams, an owner of an existing private Office 365 group has an option to use the
membership in the Office 365 group to create the team. Users can add their existing SharePoint and OneNote files
by adding a tab for SharePoint and merging OneNote files.
TIP
Watch the following session to learn how Teams interacts with Azure Active Directory (AAD), Office 365 Groups, Exchange,
SharePoint and OneDrive for Business: Foundations of Microsoft Teams
For the full Teams experience, every user should be enabled for Exchange Online, SharePoint Online, and Office
365 Group creation.
Users' Exchange mailboxes can be hosted online or on-premises. However, some features require a hybrid
deployment to be in place with your Office 365 tenant.
Users hosted on Exchange Online or Exchange Dedicated vNext can use all the features of Teams. They can create
and join teams and channels, create and view meetings, call and chat, modify user profile pictures, and add and
configure connectors, tabs, and bots.
Users hosted on Exchange Online Dedicated (Legacy) must be synchronized to Azure Active Directory on Office
365. They can create and join teams and channels, add and configure tabs and bots, and make use of the chat and
calling features. However, they can’t modify profile pictures, manage meetings, access outlook contacts, or manage
connectors.
Users with mailboxes hosted on-premises must be synchronized to Azure Active Directory. They can make use of
all the features in the above scenario, but additionally they can also change the user profile picture and manage
meetings, providing Exchange Server 2016 (Cumulative Update 3), or above, is running on-premises.
The following table provides a helpful quick reference to feature availability based on the Exchange environment.
Actions supported:
USER ADD
'S TEA MOD ACCE AND
MAIL M CREA IFY SS CONF ADD ADD
BOX AND TE USER MAN OUTL IGUR AND AND
IS CHA AND PROF AGE OOK E CONF CONF
HOS EDIS LEGA RETE NNEL VIEW ILE CALL CON CON VOIC CON IGUR IGUR
TED COVE L HO NTIO MGM MEET PICT HIST TACT TACT EMAI NECT E E
IN: RY LD N T INGS URE ORY S S L ORS TABS BOTS
Exch Yes 2 Yes 2 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
ang
e
Onli
ne
USER ADD
'S TEA MOD ACCE AND
MAIL M CREA IFY SS CONF ADD ADD
BOX AND TE USER MAN OUTL IGUR AND AND
IS CHA AND PROF AGE OOK E CONF CONF
HOS EDIS LEGA RETE NNEL VIEW ILE CALL CON CON VOIC CON IGUR IGUR
TED COVE L HO NTIO MGM MEET PICT HIST TACT TACT EMAI NECT E E
IN: RY LD N T INGS URE ORY S S L ORS TABS BOTS
Exch Yes 2 Yes 2 Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes Yes
ang
e
Onli
ne
Ded
icat
ed
vNe
xt
Exch Yes 2 Yes Yes 4 Yes No No Yes Yes No Yes 5 Yes 6 Yes Yes
ang 2,3
e
Onli
ne
Ded
icat
ed –
Leg
acy
(Syn
c to
Azur
e AD
requ
ired)
Exch Yes 2 Yes Yes 4 Yes Yes Yes Yes Yes No Yes 5 Yes 6 Yes Yes
ang 2,3 (Exch (Exch
e ange ange
On- 201 201
pre 6 6
mis CU3 CU3
es +) +)
(Syn
c to
Azur
e AD
requ
ired)
1 Exchange 2016 CU3 and above supported.

2 eDiscovery and Legal Hold for compliance on channel messages is supported for all hosting options.
3 Teams private chat messages are not yet supported for Legal Hold for this hosting option.
4 Retention will use a shadowmailbox for the online user to store messages. Microsoft Teams Supports eDiscovery
for Teams user in an Exchange Hybrid environment.
5 Teams users with on premise Exchange mailbox may use voicemail with Teams and receive voicemail messages in
Outlook, but voicemail messages will not be available to view or play within the Teams client.
6 If one of the owners of a team can add connectors, everyone else in that team will be able to do so, even if their
mailboxes are homed on-premises.
Additional information:
Requirements to get the most out of Microsoft Teams

Microsoft Teams works with several Office 365 services to provide users with a rich experience. To support this
experience, you need to enable certain features or services and assign licenses.
SharePoint Online is required to share and store files in team conversations. Microsoft Teams doesn't
support SharePoint on-premises.
Users must be assigned a SharePoint Online license if they want to share files in Chats. If users aren't
assigned and enabled with SharePoint Online licenses, they don't have OneDrive for Business storage in
Office 365. File sharing will continue to work in Channels, but users are unable to share files in Chats
without OneDrive for Business storage in Office 365.
Users must be enabled for Office 365 group creation to create teams in Microsoft Teams.
To let Microsoft Teams work with Exchange on-premises, you must configure the new Exchange OAuth
authentication protocol as described in Configure OAuth authentication between Exchange and Exchange
Online organizations.
NOTE
For Exchange On-Premises and Teams integration, the required license needs to be assigned for the AAD synced user.
Additional considerations
Here are some extra things to think about as you implement Microsoft Teams in your organization.
In Microsoft Teams, security and compliance features like eDiscovery, Content Search, archiving, and legal
hold work best in Exchange Online and SharePoint Online environments. For channel conversations,
messages are journaled to the group mailbox in Exchange Online, where they're available for eDiscovery. If
SharePoint Online and OneDrive for Business (using work or school account) are enabled across the
organization and for users, these compliance features are available for all files within Teams as well.
Control and protect the configuration of compliance policies in Teams and Exchange using Conditional
Access. For more information see How do Conditional Access policies work for Teams? .
If your organization has compliance requirements to ensure all meeting discussions are discoverable, you
should disable private meetings if the organizer has an Exchange on-premises mailbox.
In an Exchange hybrid deployment, content from chat messages is searchable regardless of whether chat
participants have a cloud-based mailbox or an on-premises mailbox. To learn more, read Searching cloud-
based mailboxes for on-premises users in Office 365. To learn about searching for content in Teams, read
Content Search in the Office 365 Security & Compliance Center.
TIP
For information about how to use Azure AD Connect to synchronize with Azure Active Directory, see Integrating your on-
premises identities with Azure Active Directory.
Configure an Exchange hybrid organization for use
with Microsoft Teams
Generally, you should not have to configure any Exchange Online functionality for use with Microsoft Teams.
However, for Exchange Hybrid scenarios, there are steps necessary to ensure Group memberships are
synchronized between Exchange Server (on-premises) and Exchange Online. This involves enablement of Group
Writeback functionality in Azure AD Connect along with various initialization scripts: Configure Office 365 Groups
with on-premises Exchange hybrid.
Add the Microsoft Teams SMTP domain as an allowed
sender domain in Exchange Online
Whether you create an Office 365 Group in the admin console or by using Outlook, Exchange Online is used to
send notifications of a team member being added to a Group. These messages are generated from your tenant as
they represent your default domain SMTP FQDN.
Teams uses Microsoft Exchange Online as well to send notifications to team members when they’ve been added.
The difference being the domain FQDN of the SMTP message is “@email.teams.microsoft.com” for
Commercial/Business tenants and "@GCC -email.teams.com" for Government tenants and could be caught by
spam filtering.
For best result and seamless operation, consider adding the Microsoft Teams SMTP domain to your “allowed
sender domains” list in your Exchange Online spam configuration:
How SharePoint Online and OneDrive for Business
interact with Microsoft Teams
TIP
Watch the following session to learn how Teams interacts with Azure Active Directory (AAD), Office 365 Groups, Exchange,
SharePoint and OneDrive for Business: Foundations of Microsoft Teams
Each team in Microsoft Teams has a team site in SharePoint Online, and each channel in a team gets a folder within
the default team site document library. Files shared within a conversation are automatically added to the document
library, and permissions and file security options set in SharePoint are automatically reflected within Teams.
Private chat files are stored in the sender’s OneDrive for Business folder, and permissions are automatically granted
to all participants as part of the file sharing process.
If users aren't assigned and enabled with SharePoint Online licenses, they don't have OneDrive for Business
storage in Office 365. File sharing will continue to work in channels, but users won't be able to share files in chats
without OneDrive for Business storage in Office 365.
By storing the files in the SharePoint Online document library and OneDrive for Business, all compliance rules
configured at the tenant level will be followed.
NOTE
Integration with SharePoint On-premises is not supported for Microsoft Teams at this time.
The following is the example of relationships between team, channel, and document library.
For every team, a SharePoint site is created, and the Shared Documents folder is the default folder created for the
team. Each channel, including the General channel (the default channel for each team) has a folder in Shared
Documents.
NOTE
It's not currently possible to replace the default SharePoint site and document library with another one. We've heard from
you that you want it, and we're considering it. Check the Teams Roadmap or Teams UserVoice to stay on top of upcoming
features.
TIP
To add a tab to your team that links to an existing SharePoint site page or to your existing SharePoint document library:
1. Select the plus sign next to the tabs.
2. Select either SharePoint for an existing SharePoint site page or Document Library for an existing document library.
3. Select the appropriate page or document library.
For every user, the OneDrive folder Microsoft Teams Chat Files is used to store all files shared within private
chats with other users (1:1 or 1:many), with permissions configured automatically to restrict access to the intended
user only.
Channel Files tab
This feature hasn't yet been released. It's been announced, and is coming soon. If you're an admin, you can find
out when this feature will be released in the Message Center (in the Microsoft 365 admin center).
The Files tab in Teams closely resembles the SharePoint documents view. On the Files tab, users can:
See additional options in the New file menu.
Sync files to their local drive.
On the All Documents menu, switch from List view to Compact list to Tiles view.
Identify files that need attention or have malware.
Immediately see whether a file is read-only or checked out.
Check out and check in files.
Pin, unpin, and change the sort order of files.
Identify which files need metadata
Choose from many more filter options.
Group files based on column headings.
Modify column settings (move left or right, hide) and column width.
Default link type setting

SharePoint and OneDrive have an admin setting for specifying the default link type for links that are created for a
file. Teams is adopting that same approach by reusing the settings that the admin sets for SharePoint and
OneDrive. More details about this approach are described in Change the default link type when users get links for
sharing.
More information
For more information about how SharePoint works with Teams, see SharePoint and Teams: better together.
To learn more about the guest experience in Teams, read What the guest experience is like.
Teams experience in an Office 365 OneDrive and
SharePoint Online Multi-Geo-enabled tenancy
Microsoft Teams is group chat software, the hub for teamwork in Office 365. It is powered by the Office 365
Groups service along with SharePoint Online and OneDrive for Business for its files experience. In a OneDrive for
Business/SharePoint Online Multi-Geo tenancy, in which the tenant is extended to many geographic locations such
as North America, Europe, and Australia, the underlying files experience is Multi-Geo aware, so the Teams
experience with file collaboration is also Multi-Geo aware. This is a key leading-edge capability for Teams to surface
files hosted across multiple Geos in its native files experience.
For example, in a Contoso tenancy with Europe as a satellite Geo and North America as the central Geo, a
European satellite user will see his or her OneDrive files under the Files tab in left pane, although the files are
hosted in the Europe data location and the United States is the tenant’s central location. Also, the user can access
the most recently used files under the Recent view blade. Recent files may include files shared with the user from
users in other Geos and might be mastered in other Geo locations that the tenant is extended to.
A given Team’s group site is also Multi-Geo aware. That is, if a European satellite user is creating a Team, the
corresponding Groups site will be created in the Europe location and the files associated with that Team group will
be kept at rest in that location. Any subsequent experiences, such as uploading a new file or editing the file, will be
targeted to that European location, keeping the promise of data residency for those files. This is all made possible
by the underlying foundation Office 365 Groups becoming Multi-Geo aware.
Because a Multi-Geo tenancy is a single global tenant, during @ mentions satellite users will be able to see their
colleagues from across the globe, no matter where they reside.
Note that conversations in chats and meeting IM notes within the Teams experience are not Multi-Geo aware and
are all kept only inside the central location of the tenant. Typically, chat conversations aren’t applied to data
residency needs.
For more information about Office 365 Multi-Geo, refer to the Microsoft Multi-Geo capabilities page.
As an admin, you manage all devices used with Teams in your organization from the Microsoft Teams & Skype for
Business admin center. You can view and manage the device inventory for your organization and do tasks such as
update, restart, and monitor diagnostics for devices. You can also create and assign configuration profiles to a
device or groups of devices.
What devices can you manage?

Devices must be certified for Teams and enrolled in Teams. A device is automatically enrolled the first time a user
signs in to Teams on the device. For a list of certified devices that can be managed, see Conference phones and
Desk phones.
NOTE
If you have Microsoft Intune, devices are automatically enrolled in Intune. After a device is enrolled, device compliance is
confirmed and conditional access policies are applied to the device.
Manage devices in Teams

1. In the left navigation, go to Devices > Manage Devices.
2. Select All devices.
From here, you can view and manage all devices enrolled in Teams in your organization. Information that you'll
see for each device includes device name, manufacturer, model, user, status, action, last seen, and history. You can
customize the view to show the information that fits your needs.
Here's some examples of how you can manage Teams devices in your organization.
TO DO THIS... DO THIS
Change device information Select a device > Edit. You can edit details such as device
name, user information, asset tag, and add notes.
Manage software updates Select a device > Update. You can view the list of software
and firmware updates available for the device and choose the
updates to install.
Restart a device Select a device > Restart.
View device history Select a device > History. You can view the update history
for the device.
View diagnostics Select a device > Diagnostics.
Use configuration profiles in Teams

Use configuration profiles to manage settings and features for Teams devices in your organization. You can create
or upload configuration profiles to include settings and features you want to enable or disable and then assign a
profile to a device or groups of devices.
Create a configuration profile
Using the Microsoft Teams & Skype for Business admin center
2. Select Configuration profiles, and then select New configuration profile.
3. Enter a name for the profile and if you want, add a friendly description.
4. Specify the settings you want for the profile, and then click Save.
Assign a configuration profile
Using the Microsoft Teams & Skype for Business admin center
2. Select Configuration profile, and then under Assigned to in the profile you want to assign, click the link.
3. In the Assign devices to a configuration profile pane, search for and select the devices you want to assign.
4. Click Save.
Phones for Microsoft Teams
Microsoft Teams supports a portfolio of desk phones for users who require a traditional phone experience. This
article covers the list of phones that are certified for Microsoft Teams and the features supported in the phones
certified for Microsoft Teams. To get the latest and up-to-date information on Teams certified devices, go to Teams
Marketplace.
Teams certified IP phones

To deliver a high-quality and reliable Microsoft Teams experience on phones, we are partnering and actively
working with Yealink, Crestron, Polycom, and Audiocodes to develop and certify a wide portfolio of desk phones
and conference room audio devices. See Currently certified IP Phones for current supported devices.
Microsoft Teams phones feature set

A high-level set of features supported in Teams certified IP phones is available in the following table.
CONFERENCE ROOM PHONE (SHARED

FEATURES DESK PHONE (PERSONAL MODE) MODE)
Authentication
Sign in with user credentials Yes Yes
Sign in using PC/Smartphone Yes Yes
Modern Authentication Yes Yes
Phone lock/unlock Yes No
Calling
Incoming/Outgoing P2P calls Yes Yes
In-call controls via UI (Mute, Yes Yes

hold/resume, transfer, end call)
PSTN calls Yes Yes
Visual Voicemail Yes No
911 support Yes Yes
Calendar and Presence
Calendar Access and Meeting Details Yes Yes
Presence Integration Yes Yes

CONFERENCE ROOM PHONE (SHARED
FEATURES DESK PHONE (PERSONAL MODE) MODE)
Exchange Calendar Integration Yes Yes
Contact Picture Integration Yes Yes
Corporate Directory Access Yes Yes
Meetings
One-click Join for Meetings Yes Yes
Join Skype for Business meetings Yes Yes
Meeting Call controls (Mute/unmute, Yes Yes

hold/resume, hang up, add/remove
participant)
Meeting Details Yes No
We are working to continuously add features to help our users enhance their Teams experience on phones. The
screen shots below illustrate some of the experiences we support today.
Sign-in experience
When a user clicks the sign-in button in Teams, sign-in is started via the Company Portal. The user has the option
to sign in by entering user credentials on the phone or by choosing to sign in from another device. If the user
chooses to sign in from another device, the user can complete authentication from their PC or smartphone.
User sign-in with credentials
User sign-in via PC/smartphone

Personal/shared mode
After successful sign-in, the user can choose whether the device will be used for personal use or in a shared
conference room.
The Teams phone experience is optimized based on the user's selection.

Personal mode
Shared mode
Calling experience
The Microsoft Teams user can lift the handset or press the speaker button to launch the dial pad on the calling
screen. Alternatively, the user can use the hardware buttons (if available) to dial out a number.
On-screen dial pad
Calling screen
Meeting experience
The Microsoft Teams user can navigate to the meetings tab to view their meetings and use the Join button to join
their Teams meetings.
Calendar view
Meeting join view
Voicemail
The Microsoft Teams user can access their voicemail when they navigate to the Voicemail tab.
User sign-out
The Teams phone user can choose to sign out by selecting the Sign Out option from the top left menu.
Finding the Firmware version on a mobile device
The minimum firmware version can be checked on the Teams sign-in page by choosing the Settings icon in the
top-right corner and then clicking About.
Teams sign-in page
Settings page
Required Licenses
Microsoft Teams licenses can be purchased as part of their Office 365 subscriptions. To learn more about the
required licenses for using Microsoft Teams on phones, see available phone system licenses.
See also
Teams Marketplace
IP Phones certified for Microsoft Teams
IP Phones certified for Microsoft Teams
The IP Phones certification program ensures that customers using certified desk phones and conference phones
will experience high quality audio calls and meetings experience.
Announcing Certified for Microsoft Teams

In addition to offering customers a range of Skype for Business certified IP phones, as part of the Teams IP phone
certification program, we are announcing the availability of new IP phone hardware that will be certified for
Microsoft Teams. This certification program ensures a higher quality bar with higher performance targets and
audio quality metrics. Phone vendors are actively working to meet this higher bar and will be qualifying against the
new requirements this calendar year. Some of our partners are also working to provide support for the Skype for
Business service on the same hardware as the Teams IP phones. Benefits from the Teams certified IP phone
include:
Native Teams experience with hardware button integration and LED notifications
Calendar integration and one-touch meeting join
Deployed and managed via the Microsoft Device Management Solution with Intune integration
Currently certified IP Phones

The following phones are Certified for Microsoft Teams:
PHONE MODEL FIRMWARE VERSION RELEASE DATE
Audiocodes C450HD C450HD_TEAMS_0.225 March 2019
Crestron M100 2.3875.00068 December 2018
Crestron Flex UC-P100-T & UC-P110-T 58.15.91.6 January 2019
Poly Trio 8500/8800 (shared mode 5.9.0.10869 June 2019

only)
Yealink VP59 91.15.0.16 June 2019
Yealink T55 58.15.0.36 May 2019
Yealink CP 960 73.15.0.20 December 2018
Yealink T58 & T56 series 58.15.0.20 December 2018
See Microsoft Teams phones feature set for information on features supported by these devices.
See Finding the Firmware version on a mobile device to determine the device firmware version on your mobile
device.
Microsoft Teams licenses can be purchased as part of their Office 365 subscriptions. To learn more about the
required licenses for using Microsoft Teams on phones, see available phone system licenses.
If you are a vendor seeking to join the certification program, see How to Join for requirements and available
programs.
Learn about Skype for Business and Microsoft Teams certification programs.
Explore Microsoft Teams phones and certified devices.
This article lists the known issues for Microsoft Teams, by feature area.
Administration
ISSUE TITLE BEHAVIOR / SYMPTOM KNOWN WORKAROUND DISCOVERY DATE
Audit logs may report an Teams team is a modern 5/11/18

incorrect username as group in AAD. When you
initiator when someone has add/remove a member
been removed from a Team through the Teams user
interface, the flow knows
exactly which user initiated
the change, and the Audit
log reflects the correct info.
However, if a user
adds/removes a member
through AAD, the change is
synced to the Teams
backend without telling
Teams who initiated the
action. Microsoft Teams picks
the first owner of team as
the initiator, which is
eventually reflected in the
Audit log as well.
EAF policy in the Enhanced There is an issue with To work around this issue 10/11/18
Mitigation Experience Toolkit Chromium sandbox in which turn off EAF for Teams. You
(EMET) can incorrectly the Export Address Table can read more about the
identify Chromium sandbox Access Filtering (EAF) policy issue EMET mitigations
optimizations as threats. in the Enhanced Mitigation guidelines For more
Experience Toolkit (EMET) information about Windows
and in Windows Defender Defender ATP and EAF policy,
Advanced Threat Protection see Customize exploit
(ATP) can incorrectly identify protection
Chromium sandbox
optimizations as threats. This
causes Teams to not work
properly.

Unable to add members to When this value is set to Change this setting to true 4/10/18
teams when false in AAD, customer is in AAD.
UsersPermissionToReadOthe unable to add
rUsersEnabled is set to false external/internal members in
Microsoft Teams, and the
following error message is
displayed: "We couldn't add
member. We ran into an
issue. Please try again later."
However, members can be
added directly to Office 365
groups.
Admin management of When trying to add a Disable with Teams settings. 6/21/17
tenant-wide Connectors is connector in both client and See this support article:
no longer available online version we get the https://answers.microsoft.co
error: An unexpected error m/en-
occurred. Please try again. us/msoffice/forum/msoffice_
Set-OrganizationConfig - o365admin-mso_teams-
ConnectorsEnabled=True mso_o365b/how-to-enable-
or-disable-connectors-in-
office-365/33d4b2c1-00eb-
420a-ad83-01a2b42ad098
Apps
Conditional Access may not If a website, such as an Use Teams in a browser 7/1/18
work when using the intranet portal, has instead of using the desktop
"Website" tab in the desktop conditional access policies app.
app (such as browser or IP
address restrictions) then
that website may not render
as a tab inside of Teams in
the desktop app
Connector options is missing When you right-click a The creator of the team 6/26/17
for some teams channel, the Connectors must have an online mailbox;
option is not present for any otherwise, no Connector
member of the team. option will be available. This
is expected behavior.

"Assignments" app remains When the "Assignments" No workaround. 12/29/17

visble when disabled app is disabled in the admin
center, it remains visible
within the Teams client for
EDU-licensed users. Selecting
it when disabled will return
an error indicating, "Doh!
Something went wrong..."
Unable to delete connectors Attempting to delete a Temporarily enabling "Allow 7/27/18

as a team owner connector as an owner, that members to create, update,
can otherwise add a and remove connectors" will
conector, while "Allow allow the owner to delete
members to create, update, the connector.
and remove connectors" is
disabled throws an error
indicating the user does not
have permission to do so.
Audio Conferencing
ISSUE BEHAVIOR/SYMPTOMS KNOWN WORKAROUND DISCOVERY DATE
PSTN callers with the same When multiple PSTN callers No workaround. 9/25/2017
"From" number are shown as join a meeting, and their
the same user in meeting caller IDs are masked as a
roster. single number, they will
show up as a single caller in
the meeting roster.
Meeting Info panel is not Meeting Info panel may not Look at meeting details or 9/25/2017
showing up intermittently. show in Teams client when Outlook calendar to view
users are trying to look up conference bridge phone
for conference bridge phone numbers or conference ID.
numbers or conference ID.
Meeting invites from When scheduling private No workaround. 9/25/2017

Outlook Add-in show meetings using Outlook
garbage characters in PSTN Add-in for Microsoft Teams
coordinates for non-US on a computer with non-US
locales. locales, PSTN coordinates
may contain garbage
characters.
Dial out needs to use 5 Users trying to dial out from Dial out by typing the full 9/25/2017
digits or more. a meeting need to type in 5 DID number or local number
or more digits, even though format instead of internal
dial plan normalization rule is extension number.
available to normalize short
digit dialing to E.164.
Dial out control is not Dial out control may not be No workaround. 9/25/2017
showing up intermittently. visible from the Meeting Info
panel.
ISSUE BEHAVIOR/SYMPTOMS KNOWN WORKAROUND DISCOVERY DATE
Static conference ID not If the admin overrides the No workaround. 9/25/2017

supported for Microsoft default setting from dynamic
Teams meetings. conference ID to static
conference ID, this setting
doesn't take effect for
Microsoft Teams meetings.
See Using Audio
Conferencing dynamic IDs in
your organization.
PSTN meeting coordinates If the user is a Skype for No workaround. 2/1/2018

are not available for Skype Business on-premises user,
for Business on-premises assigned with Skype for
users Business Online, Audio
Conferencing, and Teams
licenses, all meetings
scheduled using Teams will
not include PSTN meeting
coordinates.
Authentication
When you try to join Teams Your organization utilizes Make the following changes 11/1/17
from Internet Explorer or Trusted Sites in Internet to IE settings or from the
Edge, the program Explorer and the Teams web- Control Panel, either with
consistently loops or crashes based application does not Administrator rights or a
and doesn't sign in. correctly log in because Group Policy Object:
trusted sites for Teams are 1. Under Internet
not allowed. Options > Privacy
> Advanced, accept
First-Party and Third-
Party cookies, and
check the box for
Always allow
session cookies.
2. Click Internet
Options > Security
> Trusted Sites >
Sites, and add all of
the following:
https://login.
microsoftonlin
e.com
https://*.team
s.microsoft.co
m
NOTE: Always validate and

allow all trusted URLs for
Teams and the requirements
from the following
document: Office 365 URLs
Microsoft Teams will always If a user has two different No workaround. 8/2/17
log into the Domain-joined Teams accounts and has a
PC account. machine with domain-joined
enabled, Teams will use the
domain-joined profile on the
machine to automatically log
the user into Teams. To
switch to the other Teams
account, the user must
manually log out of the app
and enter credentials to the
second account to log in. If
the user logs out of Teams
and restarts the machine,
upon restart, Teams will
automatically log in using
the domain-joined profile.
Modern authentication When there is an initial Check this setting: 6/19/17

failure - Forms auth not failure with multi-factor Set -
enabled authentication, use the web MsolDomainFederationSettings -
DomainName yourdomainhere -
app for authentication. PreferredAuthenticationProtocol
For more information, see WsFed -SupportsMfa $False -
Active Directory Federation PromptLoginBehavior Disabled
Services prompt=login .
parameter support.
Planner on single sign-on SSO does not apply to No workaround. Further 2/28/17
(SSO) build Planner. You will have to sign authentication
in again the first time you enhancements are being
use Planner on each client. worked on.
Can't save profile picture Users can't save their profile No workaround. 2/28/17
picture when the Exchange
Mailbox is hosted (homed)
on-premises on Exchange
2016 CU2 or lower.
Browser
Green artifacts in Chrome Green artifacts appear while Disable the hardware 8/3/17
video rendering viewing video or sharing the acceleration setting in
screen in a call or meetup in Chrome.
Chrome.
Safari web client support Teams is now available in While Safari browser support 11/2/16
preview on Safari 11.1+ on is in preview, go to
macOS. While in preview, Preferences > Privacy and
users may run into issues uncheck the Prevent cross-
related to Safari's Intelligent site tracking setting. Then,
Tracking Prevention Known close your browser and
Safari Issues. navigate back to
teams.microsoft.com in
Safari.
Channels
When a user leaves the When a user leaves the No workaround. 9/12/17
company, it appears in company, it appears in
Microsoft Teams as Microsoft Teams as
"Unknown user" "Unknown user." Also, the
conversation tab displays:
"Unknown user has been
added to the team."
Users can't recreate a pre- Once a channel name has No workaround. 3/13/17
existing channel name been created, even if it's
deleted, it cannot be
recreated. Our system
maintains this data for
information protection
scenarios.
Renaming a channel in If a channel is renamed in No workaround. 3/13/17

Microsoft Teams does not Microsoft Teams, the folder
rename the corresponding in the SharePoint Online
folder in SharePoint Online document library
corresponding to the team
does not change to match.
The correct SharePoint
Online folder name is
displayed at the top of the
renamed channel Files tab.
URL preview may not show Some URL's may not show a No workaround. 9/1/18
for all URL's preview. This is reliant on the
original URL having the
capability to show a preview.
Chat
@ Mentions for deleted There's a known notification By design 3/28/17

message send notification limitation when you are at-
with channel link mentioned in a message that
is deleted; the notification in
the feed will navigate to the
channel but not to a specific
message.
Client
Can't start Teams for Surface Microsoft Teams for Surface Launching the Teams for 2/27/18
Hub from Microsoft Store Hub won't start when you Surface Hub app from the
click Launch in the Microsoft Microsoft Store listing isn't
Store. supported by Windows on
Surface Hub.
Please restart your Surface

Hub after installing Teams.
Teams does not When Microsoft Teams is By design. Be sure to install 9/7/17
automatically update installed to Program Files the application in the default
using installation scripts location: user\Appdata .
rather than to the default
location, the client doesn't
auto-update when new
versions are available.
Symlink or mappying a drive When Microsoft Teams is By design. Be sure to install 9/7/17
to C:\users causes app to installed to Program Files the application in the default
launch to white screen using installation scripts location: user\Appdata . If
rather than to the default the mapping must exist, you
location, the client doesn't should use the web version
auto-update when new of Microsoft Teams.
versions are available.
Symlink or mapping a drive When the default location of There is no known work 3/13/17
to c:\users will cause app to C:\users\<user>\appData around. If the mapping must
launch to white screen is changed by moving the exist, you should use the
C:\users folder or using web version of Microsoft
symlink, the app will launch Teams.
with a white screen.
Environment
Group mailboxes are not In the Office 365 Security If the Group mailbox 2/1/17
enabled for archival (extra and Compliance Center, capacity is nearly full, please
storage) purposes Global Admins cannot contact Microsoft Office
enable archival on Group Support to extend mailbox
mailboxes. They can do this size.
on user mailboxes only.
Guest Access
EU and APAC customers Customers in EU and APAC Click the retry button again 11/8/17
receive an error when they experience a replication delay to execute the addition of
add a guest user from between Microsoft Teams the guest user.
another tenant and Azure Active Directory.
When a user from an EU or
APAC tenant tries to add a
guest user from any other
tenant, they receive an error
message asking them to try
again.
Wiki not created for channels When a guest creates a new No workaround. 9/20/17
created by guests channel, the Wiki tab is not
created. There isn't a way to
manually attach a Wiki tab
to the channel.
Meetings
Users can't access Customer actively blocks To make MS Teams 5/30/17

Meetings/Connectors but EWS from services within compliant, you must add the
have Exchange Online Exchange Online but needs following User Agent Strings
mailboxes. to have MS Teams compliant for MS Teams within the
within EWS policies. EWSAllowList:
SkypeSpaces/* and
MicrosoftNinja/* ,
including asterisks. The
following command can be
used:
Set-organizationconfig -EwsAllowList
@{Add="MicrosoftNinja/*","SkypeSpaces/*"}
For more info:
https://docs.microsoft.com/p
owershell/module/exchange/
organization/Set-
OrganizationConfig?
view=exchange-ps
Skype for Business required Your calendar of Click Join. Microsoft Teams 3/13/17
for some meetings appointments is will intelligently decide
conveniently displayed whether Skype for Business
within Microsoft Teams. To is required for a user to join
enter a meeting, click the the meeting based on the
Join button. URL included in the meeting
While we are continuing description.
development in this area, if
this meeting was scheduled
with Skype for Business and
you click Join, Microsoft
Teams will launch your Skype
for Business client to
complete your entrance into
the meeting. Meetings
scheduled within Microsoft
Teams will initiate directly
within the product.
In the future, we will
streamline this experience.
Attendee maximum for Each Microsoft Teams Create live events in teams 3/13/17
meetings meeting can have up to 250 which can host 10000 users.
attendees.
Meetings not available Meeting functionality is not Upgrade to Exchange 2016 2/28/17
available when Exchange CU3 or later for the on-
Mailbox is hosted (homed) premises deployment.
on-premises in version less
than Exchange 2016 CU3.
No audio while sharing When sharing content None as this is by design. 10/9/18
content during a broadcast during a broadcast meeting, Teams does not currently
meeting audio from the shared support audio from content
content (youtube link or a sharing
saved video file) cannot be
hear by participants.
Mobile
Unable to see auto-favorited Some members aren't able Members must sign in to the 4/30/18
channels to see auto-favorited desktop or web app first to
channels on the mobile app. see auto-favorited channels
on their mobile app.
Users might not be able to Users might not be able to No workaround. 9/20/17
switch accounts on Intune- switch accounts on Intune-
managed mobile devices managed mobile devices.
Mobile Client Teams Layout Teams are listed in No workaround. 3/13/17

differences alphabetical order and the
channels can't be collapsed
on the mobile client.
Issues you may encounter if 1. Teams notifications are At this time there is no 6/25/19
using iOS 13 Beta not being fired. This includes workaround. We are working
chats, mentions, and calls. 2. with Apple developers to
File preview is not working find fixes for these issues.
with the beta build.
People
User Profile Photos Currently Teams does not If you have customers who 3/1/17
have a mechanism to would like the ability to
prevent users from changing prevent Profile Photo
photos. The BTS team has uploading in Teams, please
met with the development have them add their vote
team who has filed the and business case to
following for consideration: comments here:
Feature 108874: IT Policy to https://microsoftteams.userv
disable Profile Photo oice.com/forums/555103-
uploading public/suggestions/1860050
5-disable-user-ability-to-
change-profile-photos
Phone System
Resource Account Resource Accounts To mitigate this issue, you 5/8/19

misconfigured Department associated with an auto can run the following Cmdlet
attendant or call queue to set the department
created before January 2019 parameter. Set-MsolUser -
might not have the ObjectId -Department
Department parameter set "Microsoft Communication
properly, which might cause Application Instance"
a phone number assignment
to fail. A fix is undergoing to
resolve this issue.
Resource Accounts
configured using New-
CsHybridApplicationEndpoin
t with Skype for Business
Server will not have the
Department parameter set
properly which will cause the
resource account creation in
Skype for Business online to
fail. In this case, you need to
configure the department
name in Active Directory
before synchronizing to
online.
Resource accounts sync Can’t assign a phone Allow 24 hours for syncing. If 5/18/2019
delay number to the resource it has already been 24 hours,
account, or you get the error remove the phone number
“The following application assignment, delete the
instance is not present in resource account, and create
BVD.” a new one with a different
name.
Can’t assign a toll service When you try to assign a toll Use PowerShell cmdlets to 5/18/2019
number from the Teams service number in the Teams assign a toll service number
admin center admin center, you get the instead.
error “You need a phone
system license.”
Resource account corrupted Resource account not Removing or replacing the 5/18/2019
working license of a resource account,
or creating a new resource
account with the same SIP
URI as a previously deleted
one will result in a corrupt
resource account.
Phone number blocked Phone number blocked: Contact Microsoft support 5/18/2019
Deleting the resource to release the telephone
account before removing the number.
phone number will block the
phone number.
Unable to configure When a user is in Teams- Configure forwarding to 5/27/2019

unanswered calls to go to only mode, their Exchange voicemail using the Teams
voicemail in the desktop app mailbox is on premises and if mobile app.
they access Settings > Calls
in the Teams desktop app,
they cannot select the
option to forward calls to
voicemail (unanswered calls
or all calls). If either option
was already configured,
opening the Calls tab in
Settings will disable
forwarding to voicemail.
Provisioning
Incorrect SharePoint user The SharePoint creator for a No workaround. 7/21/17

created for Microsoft Teams Microsoft Teams Group
SharePoint site appears to be a SharePoint
Admin, not the correct user.
When auditing from the
SharePoint administration
console, the creator for the
site collection page
associated with the Office
365 Group created against
the team in Microsoft Teams
is the SharePoint admin.
Users can't create a team Your company may have set Check with your IT admin to 3/13/17
a policy restricting who can understand your company's
create Office 365 groups or policy for creating groups
teams. and teams.
Skype for Business to Teams Upgrade

Tabs
Website tab leading to Website tabs are not We are working on 5/2/18
customer confusion equivalent to your browser. improving the UI to make it
A number of sites, especially clearer for customers.
those requiring
authentication or using
popups, will not work when
pinned as a website tab.
Tabs not working since Some tabs may not load To see affected tabs you 4/5/18
Conditional Access was anymore in the Desktop must use Teams in Edge, IE,
enabled Client since Conditional or Chrome with the
Access was enabled on the Windows 10 Accounts
tenant. The tabs load when extension installed. Some
using the Web Client. Some tabs still depend on web
tabs that might be affected authentication, which doesn't
are: PowerBI, Forms, VSTS, work in the Desktop Client
PowerApps, and SharePoint when CA is enabled. We are
List. working with partners to
enable these scenarios; so far
we have enabled Planner,
OneNote, and Stream.
List of workspaces is not Users switching workspaces No workaround. 3/13/17

alphabetized when adding a PowerBI tab
will encounter an
unalphabetized list of
workspaces to switch
between.
Scroll bar disappears when Users adding PowerBI Use Up and Down arrows to 3/13/17
selecting reports reports can't scroll through a scroll through the list.
list longer than one screen of
reports without losing their
scroll bar.
Teams Planner integration Tasks buckets in Planner do No workaround. 2/28/17

with Planner online not show up in Planner
online experience.
Legacy OneNote Tab Legacy OneNote tabs No workaround. 11/8/2017

created during the public
preview of Microsoft Teams
cannot be renamed or
deleted.
Search function in Attempting to open a file Open directly from list 2/11/2019
SharePoint list tab from the search function of instead of search bar.
the SharePoint list tab will
trigger a "You'll need a new
app to open this about"
prompt and the file will not
be opened.
File download failure Attempting to download a Download the file from the 5/10/2019
file when the file path web client or SharePoint
contains an apostrophe will Online
trigger a "The file didn't
download" failure when
using the Microsoft Teams
desktop client.
Unable to upload or Attempting to upload or Download or upload the file 5/7/2019

download OneNote file download a OneNote file or directly in SharePoint Online
notebook will fail using
Microsoft Teams.
Teams
Audit logs may report an Teams team is a modern 5/11/18

incorrect username as group in AAD. When you
initiator when someone has add/remove a member
been removed from a Team through the Teams user
interface, the flow knows
exactly which user initiated
the change, and the Audit
log reflects the correct info.
However, if a user
adds/removes a member
through AAD, the change is
synced to the Teams
backend without telling
Teams who initiated the
action. Microsoft Teams picks
the first owner of team as
the initiator, which is
eventually reflected in the
Audit log as well.

Photo upload to Teams is Teams allows users to upload 10/16/17

not blocked on photos directly to Office 365,
OWA/Outlook as policy in spite of policy settings in
requires place preventing photo
upload for OWA.
Public team list does not The list of public teams is If you don't see a team, try 7/21/17
display all teams based on the Microsoft searching for it in the top
Graph. right search box. Also, the
team owners should
communicate team names to
colleagues since many teams
could show up in the search
results.
Team names that contain User will receive error has Rename or recreate team 7/13/17
special characters can create occured message in red with a name that does not
errors for meeting creation when trying to create a contain a "/".
meeting for a Team that has
special characters in the
name.
A team name with an & When a team name is Don't use special characters 6/21/17
symbol in it breaks created with the & symbol, in team names.
connector functionality connectors within the
Team/Group cannot be
established.
Team member maximum of Each Microsoft Team can No workaround. 2/6/2019

5000 have a maximum of 5000
members per team.
Deleting a team will also Users may not realize that Additional language in 3/13/17
delete the group associated the underlying Office 365 Microsoft Teams provides
with it Group is deleted when the this information to the user.
team is deleted. Additionally, This information is not
if the underlying Office 365 present in the Office 365
Group is deleted, the team is Groups interface. Your help
deleted as well. desk can recover a deleted
Group/Team.
Teams desktop app showing Try deleting or reinstalling

white screen the graphics drivers on the
computer, or start Teams
from a command line with a
disable GPU flag:
For Windows: Open
the command
prompt and enter the
following:
cd
%localappdata%\microsoft\teams\current
run Teams.exe --disable-gpu
For Mac: Start
Terminal and enter
the following:
cd \Applications folder
Microsoft\
Teams.app/Contents/MacOS/Teams
--disable-gpu
User not recieving welcome When adding a member to a Adding a member from the 2/12/19
email when added team using PowerShell or Teams UI directly will send
administratively the Teams admin center, an email. Currently, there is
they are not recieving a no workaround doing so
welcome email from administratively.
Microsoft Teams
Unable to move, delete or After a file is edited in Teams This is currently a known 03/12/19
rename files after editing it cannot be moved or issue and the workaround is
renamed or deleted to wait for some time before
immediately making administrative
changes.
Interoperability issue Symantec DLP Endpoint Exclude (whitelist) Teams.exe 07/15/19

between Symantec DLP and agents can interfere with from the Symantec DLP's
Teams Teams process, which can Endpoint agents as
then lead to a launch or exit described in this Symantec
failure. support article.
Troubleshoot connectivity issues with the Microsoft
Teams client
Most issues discovered with the Microsoft Teams client can be traced back to firewall or proxy connectivity.
Verifying that the necessary URLs, IP addresses and ports are opened in your firewall or proxy will minimize
unnecessary troubleshooting. For specific information on URLs and IPs required for Microsoft Teams, please see
the Office 365 URLs and IP Address support article. The following scenarios require specific URLs and ports to be
opened in the firewall.
Authentication
Microsoft Teams Client Connectivity
Collaboration
Media
Shared Services
Third Party Integration
Skype for Business Interoperability
Skype for Business Client Interoperability
Use log files in troubleshooting Microsoft Teams
There are three types of log files automatically produced by the client that can be leveraged to assist in
troubleshooting Microsoft Teams.
Debug logs
Media logs
Desktop logs
When creating a support request with Microsoft Support, the support engineer will require the debug logs. Having
these logs on hand before creating the support request will allow Microsoft to quickly start troubleshooting the
problem. Media or desktop logs are only required if requested by Microsoft.
The following table outlines the various clients, and their associated logs. Log files are stored in locations specific to
the client and operating system.
CLIENT DEBUG DESKTOP MEDIA
Web X - -
Windows X X X
Mac OSX X X X
iOS - - -
Android - - -
For a complete list of supported operating systems and browsers, see Get clients for Microsoft Teams.
Debug logs
These are the most common logs and are required for all Microsoft support cases. Debug logs are produced by the
Windows and Mac desktop clients, as well as browser based clients. The logs are text based and are read from the
bottom up. They can be read using any text based editor and new logs are created when logging into the client.
Debug logs show the following data flows:
Login
Connection requests to middle tier services
Call/conversation
The debug logs are produced using the following OS specific methods:
Windows:
Keyboard shortcut: Ctrl + Alt + Shift + 1
Mac OSX:
Keyboard shortcut: Option + Command + Shift+1
The debug logs are automatically downloaded to the following folders.
Windows: %userprofile%\Downloads
Mac OSX: Downloads
Browser: You will be prompted to save the debug log to default save location
Media Logs
Media logs contain diagnostic data about audio, video and screen sharing. They are required for support cases
only upon request and can only be inspected by Microsoft. The following table outlines the log location.
CLIENT LOCATION
Windows %appdata%\Microsoft\Teams\media-stack\*.blog
%appdata%\Microsoft\Teams\skylib\*.blog
%appdata%\Microsoft\Teams\media-stack\*.etl
Mac OSX ~/Library/Application Support/Microsoft/Teams/media-

stack/*.blog
~/Library/Application Support/Microsoft/Teams/skylib/*.blog
Desktop logs
Desktop logs, also known as bootstrapper logs, contains log data that occurs between the desktop client and the
browser. Like media logs, these logs are only needed if requested by Microsoft. The logs are text based and can be
read using any text based editor in a top down format.
Windows:
1. Right-click the Microsoft Teams icon in your application tray, select Get Logs
Mac OsX:
1. Choosing Get Logs from the Help pull-down menu
CLIENT LOCATION
Windows %appdata%\Microsoft\Teams\logs.txt
Mac OSX ~/Library/Application Support/Microsoft/Teams/logs.txt

Service health for Microsoft Teams is displayed on the Office 365 Admin portal main page. Before
troubleshooting issues, it's a good practice to verify that the Teams service is healthy.
Also, keep in mind that, Microsoft Teams is built on top of additional Office 365 services, so when looking at
Service Health, remember to also check the status of Exchange, SharePoint, and OneDrive for Business. Service
Health issues for these other services does not automatically mean that Teams is impacted (e.g. Address Book
downloads in Exchange are unavailable), but that you should review the advisories for those affected services to
determine if there is an impact to Microsoft Teams.
What are the special character restrictions in Teams
policies?
You can't create or edit policies (for messaging, meetings, etc.) that have a special character in the name
If a policy name contains special characters, you will be limited in managing these policies in the Microsoft Teams
admin center. As such, we strongly recommend that policy names don't include special characters.
Policy names that have been created using PowerShell for meetings and messaging in Teams can have special
characters such as @,#,$. However, if you are wanting to make changes to the policy in the Microsoft Teams admin
center,you won't be able to.
If you have a policy with special characters, you will need to either edit the policy using Windows PowerShell
(forever) or create a new policy in the Microsoft Teams admin center with the same settings as the old policy and
assign it to the same group of users.
To remove special characters

Step 1 - Make a remote connection with PowerShell. Set up your computer for Windows PowerShell if you
haven't yet.
Import-Module "C:\Program Files\Common Files\Skype for Business

Online\Modules\SkypeOnlineConnector\SkypeOnlineConnector.psd1"
Step 2 - Get the settings for the old policy and capture the output.
NOTE
This example is for a Messaging policy. The steps would be the same for other policy types but you must use the correct
cmdlet.
Get-CsTeamsMessagingPolicy -id <old_policy_name>
Step 3 - Create a new policy.

You can either create the new policy with the same setting by using the Microsoft Teams admin center or
PowerShell.
Running this will create a new policy for you but you will need to add the correct settings by seeing Set-
CsTeamsMessagingPolicy and then running it:
Set-CsTeamsMessagingPolicy -id <new_policy_name>
Step 4 - Assign the policy.

Grant-CsTeamsMessagingPolicy -Policy <new_policy_name>
See, Grant-CsTeamsMessagingPolicy for more information on this cmdlet.

Step 5 - Delete the old policy.
This will delete the old policy with the special characters.
Remove-CsTeamsMessagingPolicy -identity <old_policy_name>
See, Remove-CsTeamsMessagingPolicy for more information on this cmdlet.

If this command succeeds, you're done. If the above command returns an error, it is because the old policy is
assigned to users so you need to run to remove all assigned users from the policy:
Grant-CsMessagingPolicy -Policy <old_policy_name> $null

Why you need to use Office 365 PowerShell?
Microsoft 365 admin center, such as when you are making settings changes for many users at one time.
NOTE
PowerShell session that connects to Skype for Business Online and Microsoft Teams. This module, which is
supported only on 64-bit computers, can be downloaded from the Microsoft Download Center at Windows
PowerShell Module for Skype for Business Online.
Implement QoS and Monitor Call Quality in Microsoft
Teams
Get Started
As your users start using Teams for making calls and holding meetings, they may experience a caller's voice
breaking up or chopping in and out of a call or meeting. Shared video may freeze or pixelate, or fail altogether. This
is due to the IP packets that represent voice and video traffic encountering network congestion and arriving out of
sequence or not at all. There are ways to identify these problems when they surface and prevent their return,
primarily Quality of Service (QoS ).
Quality of Service (QoS ) is a way to allow real-time network traffic (like voice or video streams) that is sensitive
to network delays to "cut in line" in front of traffic that is less sensitive (like downloading a new app, where an extra
second to download isn't a big deal). QoS identifies and marks all packets in real-time streams using Windows
Group Policy Objects and a routing feature called Port-based Access Control Lists, which then helps your network
to give voice, video, and screen share streams their own dedicated portions of network bandwidth.
For now, we'll just say that it's a lot like sending a letter through the mail: If you send it book rate it gets there pretty
soon and that's good enough, if you send it first class it gets there a lot faster, and if you send it Priority Mail, it gets
there within two days. Of course networks run faster than the mail, but it still runs true that speed is critical for
some applications and is not so critical for others. This subject is inherently detailed and tricky to understand at
first, but it makes a huge difference in the user experience so it's worth investing time and energy upfront. Read
Implement Quality of Service (QoS ) in Microsoft Teams for a more detailed discussion.
Ideally you would implement QoS on your internal network while setting up Teams, but if you're small enough it
can be optional. This allows the delay-sensitive voice and video traffic to get prioritized ahead of other traffic. You'd
do this prioritization on all the client devices, in the Microsoft Teams admin center, as well as on the switches and
routers in your network.
Call Analytics and Call Quality Dashboard are used to find and troubleshoot problems that come up during
ongoing operation.
Call Analytics shows detailed information about the devices, networks, and connectivity related to specific calls
and meetings for each user in a Microsoft Teams or Skype for Business account. If you're an Office 365 admin, you
can use Call Analytics to troubleshoot call quality and connection problems experienced in a specific call. This can
help you to identify and eliminate problems.
Call Quality Dashboard (CQD ) is designed to help admins and network engineers optimize their network, not
analyze and troubleshoot a single call. CQD shifts focus from specific users to look at aggregated information for
an entire organization. This can also help you to identify and eliminate problems.
Related Topics
Implement Quality of Service (QoS ) in Microsoft Teams
Video: Call Quality Overview
Turning on and using Call Quality Dashboard
Stream Classification in Call Quality Dashboard
This guide is about the Drive Value phase for Microsoft Teams and Skype for Business Online. You can download a
Word version of this guide.
Introduction
To have the greatest impact on improving the user experience, organizations need to operationalize the key areas
that are shown in the following figure. Additional areas include identifying operational tasks, establishing targets
for quality metrics, ascertaining the metrics to use to gauge organizational success, and narrowing areas of
investigation as needed.
Figure 1 - Key operational areas covered throughout this guide

By continually assessing and remediating the areas described in this guide, you can reduce their potential to
negatively affect the quality of your users’ experience. Most user-experience problems encountered in a
deployment can be grouped into the following categories:
Poor Wi-Fi coverage
VPN
Inconsistent or outdated client versions and drivers
Unoptimized or built-in audio devices
Through proper planning and design before deploying Teams or Skype for Business Online, you can reduce the
amount of effort that will be required to maintain high-quality experiences.
This guide focuses on using the Call Quality Dashboard (CQD ) Online as the primary tool to report and
investigate each area, with a special emphasis on audio to maximize adoption and impact. Any improvements
made to the network to improve the audio experience will also directly translate to improvements in video and
desktop sharing.
To accelerate your assessment, two curated CQD templates are provided: one is for managing all networks and the
other is filtered for managed (internal) networks only. Although the All Networks template reports are configured
to display building and network information, they can still be used while you work toward collecting and uploading
building information. Uploading building information into CQD enables the service to enhance reporting by
adding custom building, network, and location information while differentiating internal from external subnets. For
more information, see Building mapping later in this guide.
Intended audience
This guide is intended to be used by partner and customer stakeholders with roles such as Collaboration
Lead/Architect, Consultant, Change Management/Adoption Specialist, Support/Help Desk Lead, Network Lead,
Desktop Lead, and IT Admin.
This guide is also intended to be used by the designated quality champion(s). For more information, see the
Quality Champion role.
Prerequisites
Before using this guide, make sure you have the proper tenant roles assigned so that you can access CQD.
Office 365 Global Administrator role
Skype for Business Administrator role
Teams Service Administrator role
Teams Communications Support Engineer role
Teams Communications Support Specialist role
Alternatively, you can assign the following role to an Office 365 user account to allow access to reporting features
only.
Reports Reader: Can view all the activity reports In the admin center, any reports from the Microsoft 365
Adoption content pack, and CQD reports.
What is quality?
When discussing quality in Teams and Skype for Business, it’s important to define the term to achieve a common
understanding. Quality, as defined here, is a combination of service metrics and user experience.
Figure 2 - What is quality?

Service metrics
Service metrics consist of specific client-based metrics. During each call, the client collects telemetry information
about the call and submits a report at the end of each call that can be later accessed through CQD or Call
Analytics. These metrics include:
Poor Stream Rate
Setup Failure Rate
Drop Failure Rate
Poor Stream Rate
The poor stream rate (PSR ) represents the organization’s overall percentage of streams that have poor quality. This
metric is meant to highlight areas where your organization can concentrate effort to have the strongest impact
toward reducing this value and improving the user experience, which is why managed networks are the primary
focus when looking at PSR. External users are important too, but investigation differs on an organizational basis.
Consider providing best practices for external users, and investigate external calls independently from the overall
organization.
The actual measurement in CQD varies by workload, but for the purposes of the Quality Experience Review we
focus primarily on the Audio Poor Percentage measurement. PSR is made up of the five network metric averages
described in the following table. For a stream to be classified as poor, only one metric needs to exceed the defined
threshold. For more information about the stream classification process, see this article.
NOTE
CQD provides the “Poor Due To…” measurements to better understand what condition caused the stream to be classified as
poor.
Table 1 - Audio poor quality metrics
METRIC AVERAGE DESCRIPTION USER EXPERIENCE
Jitter >30 ms This is the average change in delay The packets arriving at different speeds
between successive packets. Teams and cause a speaker’s voice to sound
Skype for Business can adapt to some robotic.
levels of jitter through buffering. It’s
only when the jitter exceeds the
buffering that a participant notices the
effects of jitter.
Packet loss rate >10% or 0.1 This is often defined as a percentage of The packets being dropped and not
packets that are lost. Packet loss arriving at their intended destination
directly affects audio quality—from cause gaps in the media, resulting in
small, individual lost packets that have missed syllables and words, and choppy
almost no impact to back-to-back burst video and sharing.
losses that cause audio to cut out
completely.
Round-trip time >500 ms This is the time it takes to get an IP The packets taking too long to arrive at
packet from point A to point B and their destination cause a walkie-talkie
back to point A. This network effect.
propagation delay is tied to the physical
distance between the two points and
the speed of light, and includes
additional overhead taken by the
various devices in the network path.
NMOS degradation average >1.0 Average Network Mean Opinion Score This is a combination of jitter, packet
(NMOS) degradation for the stream. loss, and—to a lesser degree—increased
Represents how much the network loss round-trip time. The user might be
and jitter has affected the quality of experiencing a combination of these
received audio that caused the NMOS symptoms.
to drop by more than one point.
METRIC AVERAGE DESCRIPTION USER EXPERIENCE
Average ratio of concealed samples Average ratio of the number of audio High values indicate that significant
>7% or 0.07 frames with concealed samples levels of loss concealment were applied
generated by packet loss healing to the and resulted in distorted or lost audio.
total number of audio frames. A
concealed audio sample is a technique
used to smooth out the abrupt
transition that would usually be caused
by dropped network packets.
Setup Failure Rate

The setup failure rate, otherwise known as the Total Call Setup Failure Percentage measurement in CQD, is the
number of streams where the media path couldn’t be established between the endpoints at the start of the call.
This represents any media stream that couldn’t be established. Given the severity of the impact on the user
experience measured here, the goal is to reduce this value to as close to zero as possible. A high value for this
metric is more common in new deployments with incomplete firewall rules than a mature deployment, but it’s still
important to watch on a regular basis.
This metric is calculated by taking the total number of streams that failed to set up divided by the total number of
streams that submitted a successful call detail record (CDR ):
Setup Failure Rate = Total Call Setup Failed Stream Count / Total CDR Available Stream Count
Drop Failure Rate
The drop failure rate, otherwise known as the Total Call Dropped Failure Percentage measurement in CQD, is the
percentage of successfully established streams where the media path didn’t terminate normally.
This represents any media stream that terminated unexpectedly. Although the impact of this isn’t as severe as a
stream that failed to set up, it will negatively affect the user experience. Sudden and frequent media drops not only
can have a severe impact on the user experience, they result in the need for users to reconnect, resulting in a loss in
productivity.
The metric is calculated by taking the total number of dropped streams divided by the total count of streams that
set up successfully:
Drop Failure Rate = Total Call Dropped Stream Count / Total Call Setup Succeeded Stream Count
Define your target metrics
This section discusses some of the core service metrics that we use to assess how services experience health. By
continually assessing and driving efforts to keep these metrics below their defined targets, you’ll help ensure that
your users experience consistent, reliable call quality. To get you started, the following targets are provided.
Table 2 - Core target health assessment metrics
NETWORK TYPE QUALITY TARGETS RELIABILITY TARGETS
AUDIO POOR STREAM SETUP FAILURE RATE DROP FAILURE RATE

RATE
All Internal 2.0% 0.5% 2.0%
Overall 3.0% 1.0% 3.0%
Conferencing Internal 2.0% 0.5% 2.0%
Wired internal 1.0% 0.5% 1.0%

Wi-Fi 5 GHz internal 1.0% 0.5% 1.0%
Wi-Fi 2.4 GHz internal 2.0% 0.5% 2.0%
Overall 2.0% 0.5% 3.0%
P2P Internal 2.0% 0.5% 2.0%
Wired/Wi-Fi 5 GHz 1.0% 0.5% 1.0%

internal
Wired/Wi-Fi 5 GHz 2.0% 1.0% 1.0%

overall
Overall 2.0% 1.0% 3.0%
It's important to discuss and define your organization’s targets to meet your business objectives.
User experience
Analyzing the user experience is more art than science, because the metrics gathered here don’t always mean that
there’s a problem with the network or service but rather, they simply indicate that the user perceives a problem.
Microsoft offers a built-in survey mechanism—known as Rate My Call (RMC )—to help gauge overall user
experience. RMC will help you answer the following questions from your users’ perspective:
Do I know how to use the solution?
Is the solution easy to use and intuitive, and does it support my day-to-day communication needs?
Does the solution help me get my job done?
What’s my overall perception of the solution?
Can I use the solution at any point in time, regardless of where I am?
Can I set up and maintain a call?
Rate My Call
Rate My Call (RMC ) is built into Teams and Skype for Business and is automatically configured to be displayed to
the participant after one in every 10 calls, or 10 percent. This brief survey asks the user to rate the call and provide
a little context for why the call quality might have been poor. A one or two rating is considered poor, three to four is
good, and five is excellent. Although it’s somewhat of a lagging indicator, this is a useful metric for uncovering
issues that service metrics can miss.
NOTE
Until users are educated to respond to RMC surveys by giving good feedback in addition to bad, responses typically come
back as overwhelmingly negative. Most users only respond when call quality is poor. Because of this, your RMC reports
might be skewed to the poor side even while service metrics are good.
You can use CQD to report on RMC user responses, and sample reports are included in the CQD template.
However, they aren’t discussed in detail in this guide. For more information about RMC in Skype for Business
Online and guidance for educating users to give useful RMC responses, see this blog post.
Client and device readiness
You need a solid client and device strategy to help ensure that your users have a consistent and positive user
experience. A few key principles drive each readiness strategy.
C l i e n t r e a d i n e ss
A strong client readiness strategy ensures that your users are running the most recent version of the client while
enjoying the best experience possible. Microsoft routinely patches the Skype for Business client; ensuring that you
keep it up to date in your environment is vital to your overall success. It’s also important to remember to patch
network, video, USB, and audio drivers, because they’re often overlooked and can affect the user’s experience.
Consider adding network, Wi-Fi, video, USB, and audio drivers to your current patch management process.
We recommend that you not let your client versions fall behind by more than six months. If you’re using Office
Click-to-Run, you’re already being kept up to date by the service. Use the included client versions, as described
later in this guide, to assist you with this process. You can also leverage the Rate My Call sample reports to further
enhance your client readiness strategy.
IMPORTANT
Currently, Teams clients are distributed and updated automatically through the Azure Content Delivery Network and will be
kept up to date by the service. Due to this, client readiness and investigative activities aren’t applicable to Teams.
D e v i c e r e a d i n e ss
No one single strategy can affect the user experience more than your device readiness strategy. Most organizations
are happy to remove unnecessary devices (for example, desk phones or other dedicated audio devices) from users,
and this is often a core business justification for switching to Teams or Skype for Business. However, those same
organizations sometimes hesitate to provide replacement devices, even if those devices are less expensive.
Modern-day laptops and PCs, though equipped with built-in microphone and speaker, aren’t optimized for
business-class voice over IP (VoIP ). This often creates a poor experience for all participants, especially if the
speaker is in a noisy environment. Microsoft’s device certification program ensures that when a user participates in
a phone call by using any device certified for Teams or Skype for Business, it produces an experience that’s
superior to a non-certified device.
We always recommend that Teams and Skype for Business users use a certified headset or speaker when
participating in a voice call through the desktop client. For more information about Microsoft certified devices,
review these articles about the certification program and view the partner solutions catalog. Use the Devices
report, described later in this guide, for assistance with managing your devices.
Categories of quality
The success of operationalizing a high-quality and reliable deployment depends on your building operational rigor.
Specifically, pay special attention to the three categories illustrated in the following figure; these are the focus of
this guide:
Network: Audio quality focused on the Poor Stream Ratio (PSR ) metric, TCP usage, wired and wireless
subnets, and identifying the use of HTTP proxies and VPN.
Endpoints: Audio devices and client versions (Skype for Business only).
Service Management: This category comprises two sections:
First is Microsoft’s responsibility to manage and maintain the Teams and Skype for Business Online
services.
Second are tasks your organization must manage to ensure reliable access to the service, such as
updating building information and maintaining firewalls for new Office 365 IP addresses as
infrastructure is added to the service.
Figure 3 - Critical categories for Teams and Skype for Business Online deployment
The following graphic outlines the tasks you must execute for each category. We recommend that you run these
tasks once a week, at a minimum.
The first time you perform these tasks will take more effort than subsequent iterations, because many of these
categories require that you validate your deployment configurations. After you’ve achieved the state you want by
meeting the targets you’ve defined, performing these tasks will help you maintain that state.
Service management tasks

In a cloud-first world, you must perform certain service management tasks to maintain high-quality user
experiences. These tasks range from ensuring there is sufficient bandwidth to reach the service without saturating
internet links, validating that quality of service (QoS ) is in place on all managed network areas, and—lastly—
staying on top of Office 365 IP ranges on firewalls.
Network tasks
There are two categories of network tasks: reliability and quality. Reliability focuses on measuring the user’s ability
to make calls successfully and stay connected. Quality focuses on the aggregated telemetry sent to Teams and
Skype for Business Online by the user’s client during the call and after it has ended.
Given the critical impact that reliability has on the user experience, it’s important to begin assessing and
investigating those metrics before diving into quality.
Endpoints tasks
The main task in this category is validating which client versions are running Skype for Business on desktop builds
from the last six months, to ensure users are getting the benefit of the continual optimizations made to the Skype
for Business desktop client. Additionally, this simplifies overall client management tasks and provides a consistent
user experience.
The other important area is monitoring which devices are prevalent in your deployment and driving the use of
certified devices to provide the best user experience.
IMPORTANT
kept up to date by the service. Client readiness and investigative activities aren’t applicable to Teams.
CQD basics
This section describes the fundamentals of working with CQD. Guidance is given for the following topics:
What is CQD?
Expectations using CQD
Finding your tenant ID
Reporting on Microsoft Teams versus Skype for Business
First versus second classifications
Dimensions, measures, and filters
Streams versus calls
Good, poor, and unclassified calls
Common subnets
For more in-depth training and resources, see the Appendix.
What is CQD?
You use the Call Quality Dashboard (CQD ) to gain insight into the quality of calls made by using Teams and Skype
for Business services. CQD is designed to help Skype for Business and Teams admins and network engineers
optimize the network and keep a close eye on quality, reliability, and the user experience. CQD looks at aggregate
telemetry for an entire organization where overall patterns can become apparent, allowing staff to make informed
assessments and plan remediation activities to maximize impact. CQD provides reports of metrics that provide
insight into overall quality, reliability, and user experience.
NOTE
CQD doesn’t contain any personally identifiable information (PII). PII is information that can be used on its own or with other
information to identify, contact, or locate a single person, or to identify an individual in context.
This guide will help in understanding the core concepts of CQD to help maximize the impact you can make in
improving your users’ experience with Teams or Skype for Business Online. Additional CQD resources can be
found in the Appendix.
Expectations using CQD
CQD, although useful for analyzing trends and subnets, doesn’t always provide a specific cause for a given
scenario. It’s important to understand this and set the correct expectation when using CQD:
CQD won’t provide the root cause for every scenario.
CQD won’t contain Phone System or Audio Conferencing streams.
CQD will call out areas for further investigation based on trends.
CQD doesn’t contain any PII.
Report editions
There are two report editions in CQD Online: Summary and Detailed. Use the drop-down menu located in the
blue bar at the top of the screen to open a report edition. The name of the selected report edition is displayed at
the top of the screen.
Summary reports are static and can’t be edited, downloaded, or exported.
Detailed reports are fully customizable and can be downloaded to a CSV file, exported, or cloned.
For a full description of the difference between the two editions, see this article.
Figure 4 - CQD report categories

The summary reports are divided into four categories:
Summary Reports focus on analyzing quality trends with daily, monthly, and table reports to assist with
identifying subnets that have poor quality. This is the default landing page when you first sign in to CQD
Online.
Location-Enhanced Reports focus on analyzing quality trends based on location information. To use these
reports, you must have uploaded a building file.
Reliability Reports focus on analyzing reliability trends for audio, video, video-based screen sharing (VBSS ),
and app sharing.
Quality of Experience Reports are a “slimmed-down” version of the detailed QER templates, focusing on key
areas for analyzing audio quality and reliability.
Report types
You can choose from two types of reports in CQD, depending on how you want to view your data. Although this
guide doesn’t cover the specifics of creating one type of report over another, the QER CQD templates provide a
mix of customizable chart and table reports for you to use:
Chart reports create graphical bar charts to represent data in a visual format. Chart reports are best used to
visualize data over a given time period.
Table reports are useful for looking at individual measurements and dimensions when you export the reports to
CSV files for manipulation in Microsoft Excel.
Tenant ID
Some CQD reports require that you include a filter for your tenant ID. Due to the way CQD aggregates data,
federated participant telemetry is included. Although this can prove valuable when analyzing trends, client and
device reports require that you filter data to a specific tenant to exclude federated participant telemetry. If you
don’t know your tenant ID, you can use one of the following methods to find it.
NOTE
These methods require the following permissions:
Global Administrator Role
Skype for Business Administrator Role
Azure portal
1. Sign in to the Microsoft Azure portal: https://portal.azure.com
2. Select Azure Active Directory.
3. Under Manage, select Properties. The tenant ID is shown in the Directory ID box.
Azure PowerShell
1. Install the Microsoft Azure PowerShell Service Management module.
2. Open an Azure PowerShell command window and run the following script, entering your Office 365
credentials when prompted:
Login-AzureRmAccount
3. The tenant ID is listed in the output.

Skype for Business Online Admin Center
1. Go to https://portal.office.com.
2. Sign in with your tenant administrator organizational account.
3. Select Skype for Business under Admin Centers.
4. The tenant ID is listed as Organization ID on the Welcome page.
Skype for Business Online using PowerShell
1. Set up your computer for Windows PowerShell.
2. Run the following command:
(Get-cstenant).tenantid
3. The tenant ID is displayed as a GUID.

Teams vs. Skype for Business
CQD can report on both Teams and Skype for Business telemetry. However, there might be times when you want
to develop a report to look at Teams telemetry separate from Skype for Business.
Summary reports
To modify the summary reports page to look at only Teams or Skype for Business, select the Product Filter drop-
down menu from the top of the screen, and then select the product you want.
Figure 5 - Select a Product Filter
Detailed reports
To filter all detailed reports, in the browser bar, append the following to the end of the URL:
/filter/[AllStreams].[Is Teams]|[FALSE]
Example:
https://cqd.lync.com/cqd/#/1234567/2018-5/filter/[AllStreams].[Is Teams]|[FALSE]
For more information about URL filters, see Filtering reports later in this section.
To filter an individual detailed report, add the filter Is Teams to the report and set it to True or False. For more
information, see Editing reports later in this section.
Figure 6 - Adding a Microsoft Teams filter to a report

Managed vs. unmanaged networks
By default, all endpoints in CQD are classified as external. As soon as a building file is introduced, we can begin to
look at managed endpoint data. As previously discussed, networks in CQD are defined as:
A managed network, often referred to as internal or inside, can be influenced and controlled by the
organization. This includes the internal LAN, the remote WAN, and VPN.
An unmanaged network, often referred to as external or outside, can’t be influenced or controlled by the
organization. An example of an unmanaged network is a hotel or airport network.
Dimensions, measures, and filters
A well-formed CQD query contains all three of the following parameters:
Dimension: How I want to pivot on the data.
Measure: What I want to report on.
Filter: How I want to reduce the dataset the query returns.
Another way to look at this is that a dimension is the grouping function, a measure is the data I’m interested in, and
a filter is how I want to narrow down the results to those that are relevant to my query.
An example of a well-formed query is Show me Poor Streams [Measure] by Subnet [Dimension] for
Building 6 [Filter]. For more information, see Dimensions and measures available in CQD.
First vs. second
Many of the dimensions and measures in CQD are classified as first or second. CQD doesn’t use caller/callee fields
—these have been renamed first and second because there are intervening steps between the caller and callee. The
following logic determines which endpoint involved is labeled as first:
First will always be a server endpoint (Conference Server, Mediation Server, and so on) if a server is
involved in the stream or call.
Second will always be a client endpoint unless the stream is between two server endpoints.
If both endpoints are the same type, the choice of which is first is based on internal ordering of the user
agent category. This ensures the ordering is consistent.
For more information about determining the first or second endpoint when they’re both the same, see Dimensions
and measures available in CQD.
Stream vs. call
You need to understand the difference between a call and a stream to properly choose which dimensions or
measures you’ll be looking at in CQD. Although CQD’s primary focus is on streams, call-based measurements are
also available.
Stream: A stream exists between only two endpoints. There is only one stream for each direction, and two
streams are required for communication. Streams are useful for investigating buildings, networks, or
subnets. In some cases, both call and stream are used in the measurement’s name (for example, Call Setup
Stream or Call Dropped Stream). These are still classified as streams.
Call: A call is a grouping of all streams from all participants. A call consists of—at minimum—two streams.
A single call will have at least two endpoints, each with a minimum of one stream.
For additional guidance on whether the dimension or measure is referring to a call or a stream, see Dimensions
and measures available in CQD
Good, poor, and unclassified calls
A call is categorized either as good, poor, or unclassified. Let’s take a moment to talk about each one in more detail.
Good or poor: A good or poor call consists of a call that contains a complete set of service metrics, for
which a full QoE report was generated and received by the service. Determining whether a stream is good
or poor is described earlier in this guide.
Unclassified: An unclassified stream doesn’t contain a full set of service metrics. These can be short calls—
usually less than 60 seconds—where averages couldn’t be computed and a QoE report wasn’t generated.
The most common reason for calls to be unclassified is that there was little to no packet utilization. An
example of this would be a participant who joins a meeting on mute and never speaks. The participant is
receiving, but not transmitting, media. Without media being transmitted, there won’t be any metrics
available for CQD to use to classify the endpoint’s outbound media stream.
For more information about the stream classification process, see this article.
Common subnets
Common subnets are specific private subnets that are used by hotels, home networks, hotspots, and similar areas.
These subnets are difficult to triage due to their widespread use. If your organization uses one of these common
subnets, we recommend that you move that network to another subnet. This will make reporting easier in CQD.
When noted, reports in the All Networks template have been configured to exclude these subnets to eliminate
them as a source of poor quality. Common subnets are defined below; their impact will vary by organization.
10.0.0.0/24
192.168.0.0/24
192.168.1.0/24
192.168.2.0/24
172.20.10.0/24
192.168.43.0/24
When investigating a managed network that uses a common subnet, you’ll need to use the Second Reflexive Local
IP dimension to group subnets. This dimension contains the endpoint’s public IP address.
CQD Online
This section describes the fundamentals of accessing CQD. Guidance is given for the following topics:
Accessing CQD online
Getting started with CQD
Editing reports in CQD
Filtering reports in CQD
Importing reports in CQD
For more in-depth training and resources, see the Appendix.
Access CQD Online
You can access CQD one of three ways:
Go to https://cqd.lync.com.
Go to Microsoft Teams admin center and select the link to CQD, as shown in the following illustration.
Figure 7 – Accessing CQD through the Microsoft Teams admin center

Go to the legacy Skype for Business admin center > tools, and select the link to CQD, as shown in the
following illustration.
Figure 8 - Accessing CQD through the Skype for Business admin center
Getting started
When you first browse to CQD, you’ll see the Summary Reports page. Most of the reports described in this guide
are custom detailed reports. To get started using the detailed reports, select Summary Reports at the top of the
page, and then choose Detailed Reports.
Figure 9 - Navigating to Detailed Reports

The Detailed Reports page in CQD looks like the following illustration.
The summary pane shows context for the report set that
appears to the right.
You can select Edit in the summary pane to set report–level

properties (including y-axis height) and to import new
templates.
The breadcrumb helps users identify their current location in

the report set hierarchy.
Reports that have child reports are shown with a blue link. By
selecting the link, you can drill down to the child reports.
Figure 10 - Detailed Reports page

Point to bar charts and trend lines in the report to display detailed values. The report that has focus will show the
action menu: Edit, Clone, Delete, Download, and Export Report Tree.
Editing reports
When you select Edit on the action menu of a report, you’ll open Query Editor. Each report is backed by a query
to CQD. A report is a visualization of the data returned by its query. The Query Editor is a UI for editing these
queries in addition to the display options for the report, as illustrated in the following figure.
You choose dimensions, measures, and filters from the left

pane. Pointing to an existing value displays a close button (X)
you can select to remove the value.
By selecting the dimension or measure, you can
change the title by editing the Title field. You can also
change the order by selecting the blue Up or Down
arrows in the top pane.
Selecting (+) next to a heading opens the dialog box
for adding a new dimension, measure, or filter.
Enter the first few letters of the dimension, measure, or
filter in the Find a field to filter the list for easier
searching.
The top pane shows options for chart customization.
The Query Editor shows a preview of the report.
Use the Edit box at the bottom of the screen to create or edit
a detailed description of the report.
Figure 11 - Query Editor

Filtering reports
The templates provided include several built-in queries and report filters. The following sections describe the most
common filters used throughout the templates.
URL filter
You can use a URL filter to filter every report for a specific dimension. The most common URL filters are used to
filter reports to exclude federated participant telemetry, or focus on Teams or Skype for Business Online. We
recommend that when using filters, you bookmark them for easy reference.
Excluding federated data from CQD reports is useful when you’re remediating managed buildings or networks
where federated endpoints might influence your reports.
To implement a URL filter, in the browser address bar, append the following to the end of the URL:
/filter/[AllStreams].[Second Tenant Id]\|[YOUR TENANT ID HERE]
Example:
https://cqd.lync.com/cqd/#/1234567/2018-08/filter/[AllStreams].[Second Tenant Id]|[TENANTID]
To filter the reports for Teams or Skype for Business, append the following to the end of the URL:
/filter/[AllStreams].[Is Teams]|[TRUE | FALSE]
Example:
https://cqd.lync.com/cqd/#/1234567/2018-08/filter/[AllStreams].[Is Teams]|[TRUE]
NOTE
The URL examples above are for visual representation only. Please use the default CQD link of https://cqd.lync.com.
Query filters
Query filters are implemented by using the Query Editor in CQD. These filters are used to reduce the number of
records returned by CQD, thus minimizing the report’s overall size and query times. This is especially useful for
filtering out unmanaged networks. The filters listed in the following table use regular expressions (RegEx).
Table 3 - Query filters
FILTER DESCRIPTION CQD QUERY FILTER EXAMPLE
No blank values Some filters don’t have the option to Second Building Name <> ^\s*$
filter for blank values. To filter blank
values manually, use the blank
expression and set the filter to Equals or
Not Equals, depending on your needs.
Exclude common subnets Without a valid building file to separate Second Subnet <> 10.0.0.0 |
managed from unmanaged networks, 192.168.0.0 | 192.168.1.0
home networks will be included in the
reports. These home subnets are
outside the scope of IT’s control and
can be quickly excluded from a report.
Common subnets, as defined in this
guide, are 10.0.0.0, 192.168.1.0 and
192.168.0.0.
View inside only Used to filter a report for managed Second Inside Corp = Inside
(inside) or unmanaged (outside). The
managed CQD template is already
preconfigured with these filters.
Report filters
Report filters are implemented by adding a filter to the rendered report either in the Query Editor or directly to the
report. The following report filters are used throughout the template.
Table 4 - Report filters
FILTER DESCRIPTION CQD REPORT FILTER EXAMPLE
Month Start with the year first, then month. 2017-10
Alphabetic Filters for any alphabetic characters. [a-z]
Numeric Filters for any numeric characters. [0-9]
Percentage Filters for a percentage. ([3-9]\.)|([3-9])|([1-9][0-9])
Import the CQD templates

This guide includes two curated CQD templates. These templates accelerate your usage of CQD and provide you
an opportunity to quickly leverage CQD’s capabilities to make an impact on your users’ Teams or Skype for
Business experience. The All Networks template, though optimized to work with a building data file, can be used
while you work toward collecting and uploading building information into CQD, as described in the next section.
To import the templates (.CQDX) into CQD Online
1. Go to https://cqd.lync.com.
2. Authenticate by using your Office 365 Administrative credentials.
NOTE
You must have the Office 365 Global Administrator, Skype for Business Administrator, or Report Readers role to
access CQD.
3. Select the Summary Reports menu at the top of the page, and then choose Detailed Reports.
4. On the summary pane, select Import. Go to the CQDX saved location, select the CQDX template, and then
select Open.
5. After the template is uploaded, a pop-up window will display the message “Report import was successful.”
Select OK.
6. Repeat steps 4 and 5 for the second CQD template.
NOTE
The CQD templates are imported per user. If additional users need to use the report, they must sign in and import the
templates into their CQD instance.
Building mapping
In a Teams or Skype for Business Online deployment, all clients are external. That has the implication that by
default, all clients are reported as outside in CQD Online, regardless of whether the client was connected on an
internal corporate network.
When you work with CQD, you need to know the location of an endpoint and whether it was connected to a
network you can manage or a network you can’t manage—the assumption being that you can only improve
networks you can manage. By uploading subnet and building information to CQD Online, you enable CQD to
determine whether the endpoint was connected to an internal corporate/managed network or to an
external/unmanaged network.
Building data file structure
The format of the data file you upload must meet the following requirements to pass the validation check before
uploading.
The file must be either a TSV file—which means that for each row, each column is separated by a Tab
character—or a CSV file in which each column is separated by a comma.
The file can’t be larger than 50 MB.
The content of the data file must not include table headers. In other words, the first line of the data file must
be real data, not column headings such as “Network.”
For each column, the data type can only be String, Number, or Bool. If the data type is Number, the value
must be a numeric value; if it’s Bool, the value must be either 0 or 1.
For each column, if the data type is String, the data can be empty (but still must be separated by an
appropriate delimiter—that is, a Tab character or comma). This just assigns that field an empty string value.
There must be 14 columns for each row. Each column must have the data type described in the following
table, and the columns must be in the order listed in the table.
Table 5 - Building file structure
COLUMN NAME DATA TYPE EXAMPLE GUIDANCE
Network String 192.168.1.0 Required
NetworkName String USA/Seattle/SEATTLE-SEA-1 Required*
NetworkRange Number 26 Required
BuildingName String SEATTLE-SEA-1 Required*
OwnershipType String Contoso Optional
BuildingType String IT Termination Optional
BuildingOfficeType String Engineering Optional
City String Seattle Recommended
ZipCode String 98001 Recommended
Country String US Recommended
State String WA Recommended
Region String MSUS Recommended

COLUMN NAME DATA TYPE EXAMPLE GUIDANCE
InsideCorp Bool 1 Required
ExpressRoute Bool 0 Required
*While not required by CQD, the templates are configured to display Building and Network name.
Supernetting
You can use supernetting, commonly called Classless Inter-Domain Routing (CIDR,) in place of defining each
subnet. A supernet is a combination of several subnets that share a single routing prefix. Instead of adding an entry
for each subnet, you can use the supernetted address. Supernetting is supported, but we don’t recommend using
it.
For example, Contoso’s marketing building is made up of the subnets below:
10.1.0.0/24—first floor
10.1.1.0/24—second floor
10.1.2.0/24—third floor
10.1.3.0/24—fourth floor
Instead of adding an entry for each subnet, you can use the supernetted address—in this example, 10.1.0.0/22.
Network = 10.1.0.0
Network Range = 22
Here are a few things to consider before you implement supernetting:
Supernetting can only be used in a subnet mapping with 8-bit to 28-bit mask.
Supernetting takes less time up front, but it comes at the cost of reducing the richness of your data. Let’s say
there’s a quality problem involving subnet 200.1.2.0. If you implemented supernetting, you won’t know
where in the building the subnet is located or what type of network it is (for example, a lab). If you’d defined
all the subnets for a building and uploaded floor location information, you’d be able to see that distinction.
It’s important to ensure that the supernetted address is correct and isn’t catching unwanted subnets.
It’s quite common to find 192.168.0.0 in data. For many organizations, this indicates that the user is at
home. For others, this is the IP address scheme for a satellite office. If your organization does have offices
that use this configuration, don’t include it in your building file because it’s difficult to distinguish between
home and internal networks by using common subnets. See the section about common subnets, earlier in
this guide.
IMPORTANT
The network range can be used to represent a supernet. All new building data file uploads will be checked for any
overlapping ranges. If you’ve previously uploaded a building file, you should download the current file and upload it again to
identify any overlaps and fix the issue. Any overlap in previously uploaded files might result in the wrong mappings of
subnets to buildings in the reports.
VPN
The quality of experience (QoE ) data that clients send to Office 365—which is where CQD data is sourced from—
includes a VPN flag. CQD will see this as the First VPN and Second VPN dimensions. However, this flag relies on
VPN vendors’ reporting to Windows that the VPN network adapter registered is a Remote Access adapter. Not all
VPN vendors properly register Remote Access adapters. Because of this, you might not be able to use the built-in
VPN query filters. There are two approaches to accommodating VPN subnets in the building information file:
Define a Network Name by using the text “VPN” in this field for VPN subnets.
Figure 12 - VPN using network name

Define a Building Name by using the text “VPN” in this field for VPN subnets.
Figure 13 - VPN using building name
IMPORTANT
Certain VPN implementations don’t accurately report subnet information. If this occurs in your reporting, we recommend
that when you add a VPN subnet to the building file, instead of one entry for the subnet, add separate entries for each
address in the VPN subnet as a separate 32-bit network. Each row can have the same building metadata. For example,
instead of one row for 172.16.18.0/24, you have 253 rows, with one row for each address from 172.16.18.1/32 through
172.16.18.254/32, inclusive.
NOTE
VPN connections have been known to misidentify the network connection as wired when the underlying internet connection
is wireless. When looking at quality over VPN connections, you can’t assume that the connection type has been accurately
identified.
Uploading building information

The CQD Summary Reports dashboard includes a Tenant Data Upload page, accessed by selecting the Tenant
Data Upload link tag in the upper-right corner (look for the gear icon). This page is used for admins to upload
their own information, such as mapping of IP address and geographical information, mapping each wireless access
point and its MAC address, and so on.
1. Go to CQD Online by browsing to https://cqd.lync.com.
2. Select the gear icon in the upper-right corner, and choose Tenant Data Upload from the Summary
Reports page.
Figure 14 - Tenant Data Upload menu

3. Alternatively, if this is your first time visiting CQD, you’ll be asked to upload building data. You can select
Upload Now to quickly navigate to the Tenant Data Upload page.
Figure 15 - Building data upload banner

4. On the Tenant Data Upload page, select Browse to choose a data file.
5. After selecting a data file, specify Start date and, optionally, specify an end date.
6. After selecting Start date, select Upload to upload the file to CQD.
Before the file is uploaded, it’s validated. If validation fails, an error message is displayed requesting that you
correct the file. The following figure shows an error occurring when the number of columns in the data file
is incorrect.
Figure 16 - Building data upload error

7. If no errors occur during validation, the file upload will succeed. You can then see the uploaded data file in
the My uploads table, which shows the full list of all uploaded files for the current tenant at the bottom of
that page.
NOTE
It can take up to four hours to finish processing the building file.
If you’ve already uploaded a building file and need to add subnets that might have been missed or excluded, modify the
original file by adding the new subnets, remove the current file, and re-upload the newly edited file. There can be only one
active building data file in CQD.
Updating a building file

While gathering building and subnet information, administrators will often upload the building file in multiple
iterations over time, adding new subnets and their building information as it becomes available. When this occurs,
you’ll need to re-upload your building file. This process is like the initial upload as described in the previous
section, with a few exceptions as noted in the following section.
IMPORTANT
Only one building file can be active at a time. Multiple building files aren’t cumulative.
Adding net new subnets

There are times when you’ll need to add net new subnets to CQD that weren’t originally part of your network
topology. To add net new subnets, do the following in the CQD Tenant Data Upload portal:
1. Edit the original building file and provide an end date that occurs at least one day before the net new subnets
were acquired.
2. Download the original file, if you don’t already have an up-to-date copy.
3. Append the net new subnets to the original building file.
4. Upload the newly modified building file following the same process as above, and set the start date for one day
after the previous building file ends.
Updating the current building file
If a building file is already uploaded but you need to add missing subnets, do the following in the CQD Tenant
Data Upload portal:
1. Download the original file, if you don’t already have an up-to-date copy.
2. Remove the current file in CQD.
3. Append the new subnets to the original file.
4. Upload the building file. Be sure to set the start date to at least eight months prior so that CQD will process
historical data.
Missing subnets
After you upload building information for managed networks, every managed network should have a building
association. However, this won’t always be the case; typically, a few subnets are missed. This section covers how to
validate those missing networks.
Browse to the Detailed Reports page in CQD Online and navigate to the Missing Subnet Report included in the
CQD templates. This presents all the subnets with 10 or more audio streams that aren’t defined in the building
data file and are being marked as outside. Ensure that there are no managed networks in this list. If subnets are
missing, update the original building data file and re-upload it to CQD.
IMPORTANT
You’ll need to add your tenant ID as a query filter for Second Tenant ID to this report to filter the report to view only your
organization’s tenant data. Otherwise, the report will show federated subnets.
NOTE
Be sure to adjust the Month Year report filter to the current month. Select Edit, and adjust the Month Year report filter to
save the new default month.
Figure 17 - Missing Building Report
Building mapping tools
Let’s face it, mapping out subnets in your organization can be difficult. Large global networks are very complex,
with different teams managing their respective regions, and there might be no single source of truth for the
network topology. There are two tools available to assist with starting the building mapping exercise, described in
the following sections.
CQD tools
These tools are based on PowerShell and can leverage Active Directory (AD ) Sites and Services and Microsoft
DHCP services to help pre-populate your building file. These tools will help with the following tasks:
1. Query AD Sites and Services, and create a building file based on the information contained within.
2. Query a Microsoft DHCP server or servers to pull subnet information and automatically create a building file.
3. Validate an existing building file, checking for duplicates and overlaps.
4. Find unmapped subnets in CQD.
For more information about this tool, see this blog post.
Network Planner
The Network Planner determines and organizes your network requirements for your Cloud Voice deployment in
just a few simple steps. By providing your organization's networking details and Cloud Voice usage, you can get an
approximate calculation of the network requirements for your Cloud Voice deployment, manage and export these
details for reporting, and view areas for further investigation and next steps.
Although the Network Planner doesn’t automate the building mapping process entirely, after network information
is entered into the Network Planner it can then be exported to a building file ready for upload.
Diagnostic alerts
Microsoft proactively monitors CQD telemetry to create diagnostic alerts for known issues that negatively affect
the user experience. These alerts are then automatically delivered to the service administrator via the message
center. The following table outlines the diagnostic alerts that are shown in the message center, along with links to
more information.
Table 6 - Diagnostic alerts
ALERT MORE INFORMATION
Known poorly performing client versions are in use Client versions
Audio drivers are causing call drops Devices
Restrictions in the firewall are causing call setup failures Setup failure investigations
Deep packet inspection is causing call setup failures Setup failure investigations
Meeting room devices on Wi-Fi networks are causing poor call Quality investigations
quality
UDP traffic is being limited, which causes poor call quality TCP
VPN usage is affecting call quality Quality investigations
Message center
The message center alerts you about new updates, features, or issues. The message center is available within the
Microsoft 365 admin center to service administrators. Each post provides a high-level overview of how the update,
feature, or issue affects your users, and gives links to more detailed information.
To open the message center, in the Microsoft 365 admin center, go toHealth > Message center, or select the
message center card on the Home dashboard. The dashboard displays the last three messages that were posted
and links to the full message center page.
Figure 18 - Message center card

You can also use the Office 365 Admin app on your mobile device to view the message center, which is a great way
to stay current with push notifications. For more information, see this article.
Reliability investigations
The first step to improving quality is to assess the state of reliability across the organization. Because reliability is
vital to a positive user experience, we start with the two components that measure reliability:
1. Setup failures: The call couldn’t be established.
2. Drop failures: The call was established and unexpectedly terminated.
Throughout this section, we’ll cover methods to investigate both areas.
NOTE
Not all reports included in the templates are covered in this guide. However, the methods of investigation explained below
still apply. Please refer to the individual report description for more information.
Setup failures
Prioritize remediating setup failures in this area first, because these failures have a significant negative impact on
the user experience.
Begin your investigation by assessing the percentage of overall setup failures for the organization, and then
prioritize areas of investigation based on the highest percentage by building or network.
Setup failure trend analysis
This report displays the total amount of streams, stream setup failures, and the stream setup failure rate. Point to
any one of the columns to display its individual values, as shown in the following figure.
Figure 19 - Audio Reliability - Stream Setup Failures

A n a l y si s
By using this report, you can answer the following questions and determine your next course of action:
What is the total call setup failure percentage for the current month?
Is the total call setup failure percentage below or above the defined target metric?
Is the failure trend worse or better than the previous month?
Is the failure trend increasing, steady, or decreasing?
Irrespective of the previous answers, take the time to investigate further by using the companion sub-reports to
look for any individual buildings or subnets that might need remediation. Although the overall failure rate might
be below the target metric, the failure rates for one or more buildings or networks might be above the target
metric and need investigation.
Setup failure investigations
This summary report is used to discover and isolate any buildings or networks that might need remediation.
NOTE
Be sure to adjust the Month Year report filter to the current month. Select Edit, and adjust the Month Year report filter to
save the new default month.
Figure 20 - Audio Setup Failures by Subnet

D i a g n o st i c a l e r t
If you received a diagnostic alert “Restrictions in the firewall are causing call setup failures” or “Deep packet
inspection is causing call setup failures,” focus your remediation efforts on those identified subnets first. The alert
has identified subnets that are negatively affecting call reliability. You can use the Setup Failures reports found in
the Reliability section to assist with the remediation.
Rem edi at i o n
Focus your first remediation efforts on buildings or subnets that have the largest volume of failures. This will
maximize impact on the user experience and help to quickly reduce the rate of organizational call setup failures.
The following table lists the two reasons for setup failures as reported by CQD.
Table 7 – Reasons for Call Setup Failures
CALL SETUP FAILURES REASON TYPICAL CAUSE
Missing FW Deep Packet Inspection Exemption Rule Indicates that network equipment along the path prevented
the media path from being established due to deep packet
inspection rules. This is likely due to firewall rules not being
correctly configured. In this scenario, the TCP handshake
succeeded but the SSL handshake didn’t.
Missing FW IP Block Exception Rule Indicates that network equipment along the path prevented
the media path from being established to the Office 365
network. This might be due to proxy or firewall rules not being
correctly configured to allow access to IP addresses and ports
used for Teams and Skype for Business traffic.
Now as you begin your remediation, you can focus your efforts on a particular building or subnet. As the
preceding table shows, these issues are due to firewall or proxy configurations. Review the options in the following
table for remediation actions.
Table 8 - Next Steps for Call Setup Failure Remediation
REMEDIATION GUIDANCE
Configure firewall(s) Work with your network team and verify your firewall(s)
configuration against the Office 365 IP address list.
Verify that the media subnets and ports are included in the
firewall rules.
Verify that the necessary ports (listed below) are opened in

the firewall. UDP should be given priority because TCP is
considered a failback protocol for audio, video, and video-
based screen sharing, and its use will affect the quality of the
call. Legacy RDP application sharing uses TCP only.
TCP: port 443
UDP: ports 3478–3481
Verify Use the Microsoft Network Assessment Tool to verify

connectivity from the affected building or subnet by using the
connectivity check function.
Drop failures
Unlike setup failure codes, CDQ has no drop failure code to indicate why drop failures occur, which makes it
difficult to isolate a specific root cause. To better triage drop failures, use an inferred approach. By remediating any
areas of interest for media, patching clients and drivers, and driving usage of certified devices for Teams and Skype
for Business, you can expect drop failures to decline.
Drop failure trend analysis
This report displays the total amount of audio streams, total drop failures, and the drop failure rate. Point to any
one of the columns to display its values, as shown in the following figure.
Figure 21 - Dropped stream rate
A n a l y si s
By using this type of report, you can answer the following questions:
What is the current drop failure rate?
Is the drop failure rate below the defined target metric?
Is the failure trend worse or better than the previous month?
Is the failure trend increasing, steady, or decreasing?
Irrespective of the answers to the questions above, take the time to investigate using the sub-reports to look for
any buildings or networks that might need remediation. Although the overall drop failure rate might be below the
target metric, the drop failure rate for one or more buildings or networks might be above the target metric and
need investigation.
Drop failure investigations
Failures reported here indicate that the call was dropped unexpectedly and resulted in a negative user experience.
Unlike the trending reports, these reports provide additional insights into specific subnets that need further
investigation.
NOTE
Be sure to adjust the Month Year filter to the current month. Select Edit, and adjust Month Year to save the new default
month.
Figure 22 – Drop failures by subnet

Rem edi at i o n
Using the included table reports, you can isolate problem areas in the network where the drop rate is above the
target metric you’ve defined. Focus your first remediation efforts on buildings or subnets that have the highest
total stream count, to make the biggest impact.
Common causes of call drops:
Under-provisioned network or internet egress
No QoS configured on constrained networks
Older client versions
User behavior
After you discover your problem areas, you can use Call Analytics to further review users in that building for
specific issues. Call Analytics contains PII data and can be useful for further isolating potential reasons for the drop
failures.
Regardless of your next step, it’s a good practice to notify the helpdesk that an issue has been discovered with
specific buildings or subnets. This way, they can quickly respond to incoming calls and triage users more efficiently.
Flagged users can then be reported back to the engineering team for further investigation.
The following table lists some common methods to manage and remediate drop failures.
Table 9 - Next steps for call drop remediation
Network/internet Congestion: Work with your network team to monitor

bandwidth at specific buildings/subnets to confirm that there
are issues with overutilization. If you do confirm that there is
network congestion, consider increasing bandwidth to that
building or applying QoS. Use the included Quality Poor
Stream summary reports to review the problem subnets for
issues with jitter, latency, and packet loss, because these will
often precede a dropped stream.
QoS: If increasing bandwidth is impractical or cost-prohibitive,

consider implementing QoS. This tool is very effective at
managing congested traffic and can guarantee that media
packets on the managed network are prioritized above non-
media traffic. Alternatively, if there’s no clear evidence that
bandwidth is the culprit, consider these solutions:
Microsoft Teams QoS guidance
Perform a network readiness assessment: A network

assessment provides details about expected bandwidth usage,
how to cope with bandwidth and network changes, and
recommended networking practices for Teams and Skype for
Business. Using the preceding table as your source, you have
a list of buildings or subnets that are excellent candidates for
an assessment.
Microsoft Teams Network Readiness Assessment
Microsoft Network Assessment Tool: Use this tool for a

simple test of network performance to determine how well the
network would perform for a Teams or Skype for Business
Online call. The tool helps you assess the performance of a
subnet and validate the readiness of the network against
Microsoft performance requirements.
Download the Network Assessment Tool
Clients (Skype for Business Online only) Some older clients have known, documented issues with
media reliability. Review the Call Analytics reports from
multiple affected users, or create a custom Client Version table
report in CQD filtered to specific buildings or subnets with
Total Call Dropped Failure % measure. This information will
help you understand whether a relationship exists between
call drops in that specific building and a specific version of the
client.
Devices We recommend that any users who are experiencing call

drops—or poor calls in general—and are using integrated
devices should be provisioned a certified headset or
speakerphone to eliminate this as a potential source of poor
quality and reliability.
User behavior If you determine that neither network, devices, or clients are
the issue, consider developing a user adoption strategy to
educate users how to best join and exit meetings. A smarter
Teams and Skype for Business user will produce a better user
experience for all participants in the meeting. A user who puts
their laptop to sleep (by closing the lid) without exiting the
meeting will be classified as an unexpected call drop.
Quality investigations
The next step to assess the state of audio quality across the organization is to investigate Poor Stream Rate (PSR ),
TCP, and proxy usage. It’s important to remember that CQD data doesn’t provide you a specific root cause, but
instead provides you with likely problem areas to begin a collaborative conversation with the appropriate teams
for remediation activities.
NOTE
Not all reports included in the templates are covered in this guide; however, the methods of investigation explained below
will still apply for those reports. Refer to the individual report description for more information.
Quality
The PSR percentages are used to indicate whether the organization is meeting defined metric targets for a given
focus area. It’s important to note that even if the high-level percentages are within the defined target, individual
subnets or buildings might not meet the defined targets and, therefore, need further investigation. For example, if
the overall audio PSR percentage is 2 percent in April, which meets the sample target, individual buildings and
subnets might still be having poor experiences, depending on the overall distribution of that 2 percent.
To assess the percentage of poor streams, use the quality reports. Various quality reports are provided to review
metrics for overall, conferencing, two-party, PSTN calling, VPN, and meeting rooms. Monthly, weekly, and daily
reports are provided to assist in this process. Weekly and daily reports are limited to the Managed Networks
template to increase their effectiveness and reduce noise.
Quality trend analysis
Trending reports display quality information over time and are used to help identify and understand quality trends
within each area of interest. As noted above, there are report trees included in the templates for investigating
quality; conferencing, two-party, PSTN calling, VPN, and meeting rooms. For the purposes of analyzing quality, the
investigative process is the same. However, we recommend that you start with conferencing first, because any
improvements in conference quality will also positively affect all other areas.
NOTE
Investigating two-party, PSTN calling, and meeting rooms are similar to investigating conferencing. The focus is to isloate
buildings or subnets that have the worst quality and identify the reason for the poor quality.
IMPORTANT
VPN-based reports are filtered by using the Second VPN dimension. This dimension requires that the VPN network adapter
be properly registered as a Remote Access Adapter. VPN vendors don’t reliably use this flag, and your mileage will vary
depending on the VPN vendor deployed at your organization. Follow the guidance outlined earlier in this guide for modifying
the VPN reports if needed by using the building or network name.
Figure 23 – Audio Quality - Conferencing
I n v e st i g a t i o n
By using these reports, you can answer the following questions:

What is the total PSR for the current month?
Is the PSR below the defined target metric?
Is PSR worse or better than the previous month?
Is the PSR trend increasing, steady, or decreasing?
Irrespective of the answers to the questions above, take the time to investigate by using the sub-reports to look for
any buildings or subnets that might need investigation. Although the overall PSR might be below the target metric,
often the PSR for one or more buildings or networks is above the metric and needs remediation.
Quality investigations
The quality summary reports give you deeper insight into what contributed to the streams’ being classified as poor
and helps to isolate problem areas in the managed network.
Although the dimensions used might differ slightly between report, each report will include measures for total
streams, total poor streams, PSR, and poor quality due to. Reports have been created for each area of interest:
conferencing, two-party, PSTN calling, VPN, and meeting rooms. The Managed Network template includes
additional reports to take advantage of the location information uploaded via the building file.
NOTE
month.
NOTE
Common subnets are difficult to triage due to their widespread use. A separate report that displays the client’s public IP
(Second Reflexive Local IP) has been added to the All Networks template to assist with remediating offices that use common
networks.
Figure 24 – Poor Audio Stream Summary by Building and Subnet - Conferencing

If you received a diagnostic alert “Meeting room devices on Wi-Fi networks are causing poor call quality,” include
and prioritize those devices in your remediation efforts. The alert has identified meeting rooms on Wi-Fi that are
actively contributing to poor call quality.
If you receive a diagnostic alert “VPN usage is affecting call quality,” investigate a split-tunneling solution to bypass
the VPN appliance and allow media to directly connect to the service. The alert has identified that VPN is
negatively affecting call quality.
Rem edi at i o n
Focus your remediation efforts on buildings or subnets that have the largest volume of streams, because this will
maximize impact and help to improve the user experience quickly. Use the jitter, packet loss, and round-trip time
(RTT) measurements to understand what’s contributing to the poor quality (it’s possible for there to be more than
one problem):
Jitter: Media packets are arriving at different speeds, which causes a speaker to sound robotic.
Packet loss: Media packets are being dropped, which creates the effect of missing words or syllables.
RTT: Media packets are taking a long time to get to their destination, which creates a walkie-talkie effect.
To assist your investigation into quality issues, you can leverage Call Analytics. With Call Analytics, you can look at
a specific conference or users’ detailed call report. This report will contain PII data and is useful when you’re
looking for the cause of a failure. After you know which building is affected, it should be straightforward to track
down users in that building.
Don’t forget to let the helpdesk know that these networks are experiencing quality issues, so they can quickly triage
and respond to incoming calls.
Table 10 - Common contributors to high PSR
Networks Congestion: An overused or under-provisioned network can

cause issues with media quality. Work with the network team
to determine whether the network connections from the user
to the internet egress point has enough bandwidth to
support media.
Perform a network readiness assessment: A network

assessment provides details about expected bandwidth usage,
how to cope with bandwidth and network changes, and
recommended networking practices for Teams and Skype for
Business. Using the preceding table as your source, you have
a list of buildings or subnets that are excellent candidates for
an assessment.
Microsoft Teams Network Readiness Assessment
Microsoft Network Assessment Tool: Use this tool for a

simple test of network performance to determine how well the
network would perform for a Teams or Skype for Business
Online call. The tool helps you assess the performance of a
subnet and validate the readiness of the network against
Microsoft performance requirements.
Download the Network Assessment Tool
Quality of Service (QoS) QoS is a proven tool to help prioritize packets on a congested
network to ensure they arrive at their destination intact and
on time. Consider implementing QoS across your organization
to maximize the quality of the user experience where
bandwidth is constrained. QoS will help solve issues typically
associated with high levels of packet loss, and—to a lesser
degree—jitter and round-trip times.
Microsoft Teams QoS guidance
Wi-Fi Wi-Fi can have a significant impact on call quality. Wi-Fi

deployments don’t typically take into consideration the
network requirements for VoIP services and are often a source
of poor quality. For more information about optimizing your
Wi-Fi infrastructure, see this article about Wi-Fi planning.
Wireless driver: Ensure that wireless drivers are up to date.

This will help mitigate any poor user experience related to an
outdated driver. Many organizations don’t include wireless
drivers in their patch cycles, and these drivers can go
unpatched for years. Many wireless issues are solved by
ensuring the wireless drivers are up to date.
WMM: Wireless Multimedia Extensions (WMM), also known as

Wi-Fi Multimedia, provides basic QoS features to wireless
networks. Modern wireless networks must support many
devices. These devices compete for bandwidth and can lead to
quality issues for VoIP services, where speed and latency are
vital. Consult your wireless vendor for specifics and consider
implementing WMM on your wireless network to prioritize
Skype for Business and Teams media.
Access point density: Access points might be too far apart or

not in an ideal location. To minimize potential interference,
place extra access points in conference rooms and in locations
that aren’t obstructed by walls or other objects where the Wi-
Fi signal is weak.
2.4 GHz versus 5 GHz: 5 GHz provides less background

interference and higher speeds, and should be prioritized
when deploying VoIP over Wi-Fi. However, 5 GHz isn’t as
strong as 2.4 GHz and doesn’t penetrate walls as easily.
Review your building layout to determine which frequency you
can rely on for the best connection.
Network device Larger organizations might have hundreds of devices spread

out across the network. Work with your network team to
ensure that the network devices from the user to the internet
are maintained and up to date.
VPN VPN appliances aren’t traditionally designed to handle real-

time media workloads. Some VPN configurations prohibit the
use of UDP (which is the preferred protocol for media) and
rely on TCP only. Consider implementing a VPN split-tunnel
solution to help reduce VPN as a source of poor quality.
Clients Ensure all clients are being regularly updated.

(Skype for Business Online only)
Devices The use of optimized devices can help to significantly improve

the user experience. With all things being equal, optimized
devices are designed to maximize the user experience with
Teams and Skype for Business, and produce superior quality.
Drivers Patching network (Ethernet and Wi-Fi), audio, video, and USB
drivers should be part of your overall patch management
strategy. Many quality issues are solved by updating drivers.
Meeting rooms on Wi-Fi We highly recommend that meeting room devices be

connected to the network by using at least a 1-Gbps Ethernet
connection. Meeting room devices typically include multiple
audio and video streams, along with meeting content such as
screen sharing, and have higher network requirements than
other Teams or Skype for Business endpoints. Meeting rooms
are, by definition, stationary devices where Wi-Fi affords a
benefit only during installation.
Meeting rooms need to be treated with extra care and

attention to ensure that the experience using these devices is
meeting or exceeding expectations. Quality issues with
meeting rooms are usually going to be escalated quickly,
because they’re often used by senior-level staff.
With all things being equal (apart from convenience), Wi-Fi

performance is often less than a wired connection. With the
rise of “bring your own device” policies and the proliferation of
laptops, Wi-Fi access points are often over-utilized. Real-time
media might not be prioritized on Wi-Fi networks, which can
lead to quality issues during peak use times. This heavy usage
can coincide with a meeting where there might be a dozen
people in attendance, each with their own laptop and
smartphone, all connected to the same Wi-Fi access point as
the meeting room device.
Wi-Fi should only be considered as a temporary solution, for a

mobile installation, or when Wi-Fi has been properly
provisioned to support business-class, real-time–based media.
TCP
TCP is considered a failback transport and not the primary transport you want for real-time media. The reason it’s
a failback transport is due to the stateful nature of TCP. For example, if a call is made on a latent network and
media packets are delayed, then packets from a few seconds ago—which are no longer useful—compete for
bandwidth to get to the receiver, which can make a bad situation worse. This makes the audio healer stitch and
stretch audio, resulting in audible artifacts, often in the form of jitter.
The reports in this section don’t make a distinction between good and poor streams. Given that UDP is preferred,
the reports look for the use of TCP for audio, video, and video-based screen sharing (VBSS ). Poor stream rates are
provided to help compare UDP quality versus TCP quality so that you can focus your efforts where the impact is
the greatest. TCP usage is primarily caused by incomplete firewall rules. For more information about firewall rules
for Teams and Skype for Business Online, see Office 365 URLs and IP address ranges.
IMPORTANT
Having a valid building file uploaded is highly recommended so you can quickly distinguish inside from outside streams when
looking at TCP usage.
NOTE
Audio, video, and VBSS all prefer UDP as their primary transport. The legacy RDP Application Sharing workload only uses
TCP.
TCP usage
TCP reports indicates the overall TCP usage over the last seven months. All further reports in this section will
focus on narrowing down specific buildings and subnets where TCP is most commonly used. Separate reports are
available for both conferencing and two-party streams.
Figure 25 – Audio Streams with TCP Usage

I n v e st i g a t i o n
By using this report, you can answer the following questions:

What is the total volume of TCP streams for the current month?
Is it worse or better than the previous month?
Is the TCP usage trend increasing, steady, or decreasing?
Is the TCP PSR the same as my overall PSR?
If you notice that the TCP usage trend is increasing or above normal monthly usage, take the time to investigate by
using the sub-reports to look for any buildings or networks that might need remediation. Ideally, you want as few
TCP -based audio sessions as possible on the managed network.
TCP vs. UDP
This report identifies the volume of TCP versus UDP usage reporting on the latest month for audio, video, and
video-based screen sharing (VBSS ).
Figure 26 – TCP vs. UDP - Conferencing
A n a l y si s
Although you want TCP usage to be as low as possible, you might see a bit of TCP usage in an otherwise healthy
deployment. TCP by itself won’t contribute to a poor call, so stream rates are provided to help identify whether
TCP usage is a contributor to poor quality.
TCP investigations
In the provided CQD templates, navigate to the TCP Streams by Building and Subnet reports by using either the
Managed Networks or All Networks template. For the purpose of investigating TCP usage, the process is the same,
so we’ll focus the discussion here on conferencing.
IMPORTANT
Having a valid building file uploaded is recommended so you can quickly distinguish inside from outside streams when
looking at TCP usage.
NOTE
month. |
Figure 27 – TCP Streams by Building and Subnet - Conferencing
If you received a diagnostic alert “UDP traffic is being limited, which causes poor call quality,” focus your TCP
remediation efforts on those subnets first. The alert has identified subnets where the use of TCP is negatively
affecting call quality.
Rem edi at i o n
This report identifies specific buildings and subnets that are contributing to the volume of TCP usage. An
additional report is also included to identify the Microsoft Relay IP that was used in the call to help isolate missing
firewall rules. Focus your remediation efforts on those buildings that have the highest volume of TCP streams to
maximize impact.
The most common cause of TCP usage is missing exception rules in firewalls or proxies. We’ll be talking about
proxies in the next section, so for now focus your efforts on the firewalls. By using the building or subnet provided,
you can determine which firewall needs to be updated.
Table 11 - Remediation guidance for TCP streams by building and subnet
Configure firewall Verify that Office 365 IP ports and addresses are excluded
from your firewall. For media-related TCP issues, focus your
initial efforts on the following:
Verify that the client media subnets 13.107.64.0/18
and 52.112.0.0/14 are in your firewall rules.
UDP ports 3478–3481 are the required media ports
and must be opened, otherwise the client will fail back
to TCP port 443.
Verify Use the Microsoft Network Assessment Tool to check for

issues with connectivity to specific Office 365 IP addresses and
ports from the affected building or subnet.
HTTP proxy
HTTP proxies aren’t the preferred path for establishing media sessions, for a multitude of reasons. Many contain
deep packet inspection features that can prevent connections to the service from being completed and introduce
disruptions. Additionally, almost all proxies force TCP as opposed to allowing UDP, which is recommended for
optimal audio quality.
We always recommend that you configure the client to directly connect to Teams and Skype for Business services.
This is especially important for media-based traffic.
IMPORTANT
Having a valid building file uploaded makes it easy to properly distinguish inside from outside audio streams when analyzing
proxy usage.
HTTP proxy usage

The HTTP proxy stream report in this section of the template is much like the TCP reports. It doesn’t look at
whether calls are poor or good, but whether the call is connected over HTTP.
Figure 28 – Audio Streams with HTTP Proxy Usage

A n a l y si s
You want to see as little HTTP media streams as possible. If you have streams traversing your proxy, consult your
networking team to ensure that the proper exclusions are in place so that clients are directly routing to Teams or
Skype for Business Online media subnets.
If you have only one internet proxy in your organization, verify the proper Office 365 URLs and IP address range
exclusions. If more than one internet proxy is configured in your organization, use the HTTP sub-report to isolate
which building or subnet is affected.
For organizations that can’t bypass the proxy, ensure that the Skype for Business client is configured to sign in
properly when it’s located behind a proxy, as outlined in the article Skype for Business should use proxy server to
sign in instead of trying direct connection.
HTTP proxy investigations
This report identifies specific buildings and subnets that are contributing to HTTP usage.
IMPORTANT
Having a valid building file uploaded makes it easy to properly distinguish inside from outside audio streams when analyzing
proxy usage.
NOTE
month.
Figure 29 – HTTP Proxy Usage by Building and Subnet

Rem edi at i o n
We recommend that you always bypass proxies for Skype for Business and Teams, especially media traffic. Proxies
don't make Skype for Business more secure, because its traffic is already encrypted. Performance-related problems
can be introduced to the environment through latency and packet loss. Issues such as these will result in a negative
experience with audio, video and screen sharing, where real-time streams are essential.
The most common cause of HTTP usage is missing exception rules in proxies. By using the building or subnet
provided, you can quickly determine which proxy needs to be configured for media bypass.
Verify that the required Office 365 FQDNs are whitelisted in your proxy.
For more information about using proxies with Skype for Business Online and Teams, see this article.
Endpoint investigations
This section is focused on the tasks for reporting on client versions and the use of certified devices. Reports are
available to outline usage for client versions, client type, capture devices and drivers (microphone), video capture
devices, and Wi-Fi vendor and driver versions.
NOTE
Not all reports included in the templates are covered in this guide; however, the methods of investigation explained below
still apply. Refer to the individual report description for more information.
Client versions
The reports in this space focus on identifying Skype for Business client versions in use and their relative volume in
the environment.
IMPORTANT
kept up to date by the service. Client readiness and investigative activities aren’t applicable to Teams.
IMPORTANT
Unless you exclude federated participant data, these reports will include client telemetry from federated endpoints. To
exclude federated endpoints, you must add a query filter for Second Tenant ID set to your organization’s tenant ID.
Alternatively, you can use a URL filter to exclude federated participant telemetry.
NOTE
month.
Figure 30 - Client version report
Diagnostic alert
If you received a diagnostic alert ”Known poorly performing client versions are in use,” focus on updating those
clients first. The alert has identified that these clients are negatively affecting your call quality. You can use the
Client & Devices report (shown above) to help ensure that the clients that have known issues are no longer being
updated.
Remediation
A critical part of driving high-quality user experiences is ensuring that managed clients are running up-to-date
versions of Skype for Business, in addition to ensuring the supporting audio, video, network, and USB drivers are
up to date. This provides several benefits, among them:
It’s easier to manage a few versions versus many versions.
It provides a level of consistency of experience.
It makes it easier to troubleshoot problems with call quality and usability.
Microsoft continually makes general improvements and optimizations across the product. Ensuring that users
receive these updates reduces their risk of running into a problem that has already been solved.
Limiting your deployment to client versions that are less than six months old will improve the overall user
experience and improve manageability by reducing the number of versions that need to be supported.
If you’re using only Office Click-to-Run, you’ll automatically be within the six-month window. No further action is
required.
If you have a mix of Click-to-Run and installer packages (MSI), you can use the report to verify that the MSI clients
are being updated regularly. If you notice clients are falling behind, work with the team responsible for managing
Office updates and ensure that they’re approving and deploying client patches regularly.
It’s also important to consider and ensure that the network, video, USB, and audio drivers are being patched as
well. It can be easy to overlook these drivers and not include them in your patch management strategy.
Version numbers for Skype for Business can be found via the links below:
Release information for updates to Office ProPlus
Update history for Office 365 ProPlus
Skype for Business downloads and updates
Devices
To make use of the microphone device report, we need to understand the concept of the mean opinion score
(MOS ). MOS is the gold-standard measurement to gauge the perceived audio quality. It’s represented as an
integer rating from 0 to 5.
The basis of all measures of voice quality is how a person perceives the quality of speech. Because it’s affected by
human perception, it’s inherently subjective. There are several different methodologies for subjective testing. Most
voice quality measures are based on an absolute categorization rating (ACR ) scale.
In an ACR subjective test, a statistically significant number of people rate their quality of experience on a scale of 1
(bad) to 5 (excellent). The average of the scores is the MOS. The resulting MOS depends on the range of
experiences that were exposed to the group and to the type of experience being rated.
Because it’s impractical to conduct subjective tests of voice quality for a live communication system, Microsoft
Teams and Skype for Business generate MOS values by using advanced algorithms to objectively predict the
results of a subjective test.
The available set of MOS and associated metrics provide a view into the quality of the experience being delivered
to the users by an audio device.
By supplying users with devices certified for Teams and Skype for Business, you reduce the likelihood of
encountering negative experiences due to the device itself (which is more likely, for example, with built-in laptop
speakers and microphones). For more information, see these articles on the certification program and the partner
solutions catalog.
The device reports are used to assess device usage by volume and MOS score (audio only), and can be found in
the accompanying templates under Clients & Devices.
IMPORTANT
Unless you exclude federated participant data, these reports will include client telemetry from federated endpoints. To
exclude federated endpoints, you must add a query filter for Second Tenant ID set to your organization’s tenant ID.
ALternatively, you can use a URL filter to exclude federated participant telemetry.
NOTE
month.
NOTE
You might notice when viewing this report that you see the same device reported multiple times. This is due to the way the
device is reported being reported to CQD. Differences in hardware and OS locale cause differences in how device data is
reported.
Figure 31 - Devices (Microphone) Report

If you received a diagnostic alert “Audio drivers are causing call drops,” focus on remediating those drivers first.
The alert has identified that known bad drivers are causing calls to drop and are negatively affecting call reliability.
You can use the Microphone-Drivers report (shown above), which is found in the Client & Devices section, to help
with the process.
Rem edi at i o n
Typically, you’ll need to discover and phase out non-certified devices and replace them with certified devices.
Some considerations when reviewing the device reports include:
Are the devices in use certified for Teams and Skype for Business?
You can identify users of a specific device through Call Analytics. Check to make sure they have the latest device
drivers and that their device isn’t connected through a USB hub or docking station.
How many different versions of various drivers are in use? Are they being patched regularly? Ensuring that
audio, video, and Wi-Fi drivers are being patched regularly will help eliminate these as a source of quality issues
and make the user experience more predictable and consistent.
Audio
The next task is to determine the overall usage of certified audio devices. We recommend that at least 80 percent
of all audio streams use a certified audio device. This is best accomplished by exporting the microphone devices
report to Excel to calculate the usage of certified or approved devices. Organizations typically keep a list of all
approved devices, so filtering and sorting the data should be straightforward.
Vi d e o
Video drivers are important to keep updated as well. Ensuring that video cards are being regularly patched will
help exclude video drivers as a source of poor quality for video streams. Using certified video devices will help
ensure a smooth and high-quality user experience. Video devices that support H.264 native encoding are
preferred, to reduce CPU usage during video conferencing.
W i-Fi
Wi-Fi drivers also need to be patched on a regular cadence as well and should be included in your patch
management strategy. Many quality issues can be corrected by maintaining up-to-date Wi-Fi drivers. For more
information about optimizing your Wi-Fi infrastructure, see this article about Wi-Fi planning.
Appendix
Office 365 network connectivity principles
Before you begin planning your network for Office 365 network connectivity, it’s important to understand the
connectivity principles for securely managing Office 365 traffic and getting the best possible performance. The
following article will help you understand the most recent guidance for securely optimizing Office 365 network
connectivity:
Office 365 Network Connectivity Principles
Planning for Wi-Fi
Microsoft’s approach to drive quality and agility into the wireless networks comes in three parts: end to end
planning, best practices in deployment, and proactive maintenance and operations. This solution brief walks you
through this process to ensure an enterprise-class wireless Skype for Business experience:
Ensuring an Enterprise Class Wireless Skype for Business Experience
Lync Networking Guide
For more background on the Teams and Skype for Business networking concepts and rationale behind their
importance to quality, the Lync Server 2013 Networking Guide is still applicable.
Network performance requirements
The quality of real-time media (audio, video, and application sharing) over IP is greatly affected by the quality of
end-to-end network connectivity. For optimal Teams or Skype for Business media quality, your network must meet
the following network performance metrics.
Table 12 - Network performance requirements
METRIC CLIENT TO MICROSOFT EDGE CUSTOMER EDGE TO MICROSOFT EDGE
Latency (one way) <50 ms <30 ms
Latency (RTT, or round-trip time) <100 ms <60 ms
Burst packet loss <10% during any 200-ms interval <1% during any 200-ms interval
METRIC CLIENT TO MICROSOFT EDGE CUSTOMER EDGE TO MICROSOFT EDGE
Packet loss <1% during any 15-sec interval <0.1% during any 15-sec interval
Packet inter-arrival Jitter <30 ms during any 15-sec interval <15 ms during any 15-sec interval
Packet reorder <0.05% out-of-order packets < 0.01% out-of-order packets
For more information, see this article about media quality and network performance for Teams and Skype for
Business Online.
Other resources
Building data file
Turning on and using Call Quality Dashboard for Microsoft Teams and Skype for Business Online
CQD training
https://aka.ms/sof-cqd
Getting started with CQD guide and workshop
Call Analytics training
Introducing Call Analytics
What's the difference between Call Analytics and Call Quality Dashboard?
Call Analytics support
Community: Skype for Business Preview Program
Devices
Skype for Business Solutions Catalog Personal Peripherals & PCs
Tenant reporting
Office 365 Adoption Content Pack
Microsoft 365 usage analytics
Skype for Business Online reporting
Microsoft Teams reporting
Implement Quality of Service (QoS) in Microsoft
Teams
This article will help you prepare your organization's network for Quality of Service (QoS ) in Microsoft Teams. If
you are supporting a large group of users and they are experiencing any of the problems mentioned below, you
probably need to implement QoS. A small business with few users may not need QoS, but even there it should be
helpful.
QoS is a way to allow real-time network traffic (like voice or video streams) that is sensitive to network delays to
"cut in line" in front of traffic that is less sensitive (like downloading a new app, where an extra second to download
isn't a big deal). QoS identifies and marks all packets in real-time streams (using Windows Group Policy Objects
and a routing feature called Port-based Access Control Lists, more about those is below ) which then helps your
network to give voice, video, and screen share streams a dedicated portion of network bandwidth.
Without some form of QoS, you might see the following quality issues in voice and video:
Jitter – media packets arriving at different rates, which can result in missing words or syllables in calls.
Packet loss – packets dropped, which can also result in lower voice quality and hard to understand speech.
Delayed round trip time (RTT) – media packets taking a long time to reach their destinations, which results in
noticeable delays between two parties in a conversation, causing people to talk over each other.
The least complex way to address these issues is to increase the size of the data connections, both internally and out
to the internet. Since that is often cost-prohibitive, QoS provides a way to more effectively manage the resources
you have instead of adding new resources. To fully address quality issues you would use QoS across the
implementation, then add connectivity only where absolutely necessary.
For QoS to be effective, you will have have consistent QoS settings applied end to end in your organization,
because any part of the path that fails to support your QoS priorities can degrade the quality of calls, video, and
screen shares. This includes applying settings to all user PCs or devices, network switches, routers to the internet,
and the Teams online service.
Figure 1. The relationship between an organization's networks and Office 365 services
In most cases, the network connecting your enterprise to the cloud will be an unmanaged network where you won't
be able to reliably set QoS options. One choice available to address end-to-end QoS is Azure ExpressRoute, but we
still recommend that you implement QoS on your on-premises network for both inbound and outbound traffic.
This will increase the quality of real-time communication workloads throughout your deployment and alleviate
chokepoints.
Verify your network is ready
If you are considering a QoS implementation, you should already have determined your bandwidth requirements
and other network requirements.
Traffic congestion across a network will greatly impact media quality. A lack of bandwidth leads to performance
degradation and a poor user experience. As Teams adoption and usage grows, use reporting, Call Analytics, and
Call Quality Dashboard to identify problems and then make adjustments using QoS and selective bandwidth
additions.
VPN considerations
QoS only works as expected when implemented on all links between callers. If you use QoS on an internal network
and a user signs in from a remote location, you can only prioritize within your internal, managed network. Although
remote locations can receive a managed connection by implementing a virtual private network (VPN ), a VPN
inherently adds packet overhead and creates delays in real-time traffic. We recommend that you avoid running
real-time communications traffic over a VPN.
In a global organization with managed links that span continents, we strongly recommend QoS because bandwidth
for those links is limited in comparison to the LAN.
Introduction to QoS queues

To provide QoS, network devices must have a way to classify traffic and must be able to distinguish voice or video
from other network traffic.
When network traffic enters a router, the traffic is placed into a queue. If a QoS policy isn't configured, there is only
one queue, and all data is treated as first-in, first-out with the same priority. That means voice traffic (which is very
sensitive to delays) might get stuck behind traffic where a delay of a few extra milliseconds wouldn't be a problem.
When you implement QoS, you define multiple queues using one of several congestion management features
(such as Cisco’s priority queuing and Class-Based Weighted Fair Queueing CBWFQ ) and congestion avoidance
features (such as weighted random early detection WRED ).
Figure 2. Examples of QoS queues
A simple analogy is that QoS creates virtual “carpool lanes” in your data network so some types of data never or
rarely encounter a delay. Once you create those lanes, you can adjust their relative size and much more effectively
manage the connection bandwidth you have, while still delivering business-grade experiences for your
organization's users.
Select a QoS implementation method
You could implement QoS via port-based tagging, using Access Control Lists (ACLs) on your network's routers.
Port-based tagging is the most reliable method because it works in mixed Windows and Mac environments and is
the easiest to implement. Mobile clients don’t provide a mechanism to mark traffic by using DSCP values, so they
will require this method.
Using this method, your network's router examines an incoming packet, and if the packet arrived using a certain
port or range of ports, it identifies it as a certain media type and puts it in the queue for that type, adding a
predetermined DSCP mark to the IP Packet header so other devices can recognize its traffic type and give it priority
in their queue.
Although this works across platforms, it only marks traffic at the WAN edge (not all the way to the client machine)
and creates management overhead. You should refer to the documentation provided by the router manufacturer
for instructions on implementing this method.
You could also implement QoS implemented by using a Group Policy Object (GPO ) to direct client devices to insert
a DSCP marker in IP packet headers identifying it as particular type of traffic(for example, voice). Routers and other
network devices can be configured to recognize this and put the traffic in a separate, higher-priority queue.
Although this scenario is entirely valid, it will only work for domain-joined Windows clients. Any device that isn’t a
domain-joined Windows client won’t be enabled for DSCP tagging. Clients such as Mac OS have hard-coded tags
and will always tag traffic.
On the plus side, controlling the DSCP marking via GPO ensures that all domain-joined computers receive the
same settings and that only an administrator can manage them. Clients that can use GPO will be tagged on the
originating device, and then configured network devices can recognize the real-time stream by the DSCP code and
give it an appropriate priority.
We recommend a combination of DSCP markings at the endpoint and port-based ACLs on routers, if possible.
Using a Group Policy object to catch the majority of clients, and also using port-based DSCP tagging will ensure
that mobile, Mac, and other clients will still get QoS treatment (at least partially).
DSCP markings can be likened to postage stamps that indicate to postal workers how urgent the delivery is and
how best to sort it for speedy delivery. Once you've configured your network to give priority to real-time media
streams, lost packets and late packets should diminish greatly.
Once all devices in the network are using the same classifications, markings, and priorities, it’s possible to reduce or
eliminate delays, dropped packets, and jitter by changing the size of the port ranges assigned to the queues used
for each traffic type. From the Teams perspective, the most important configuration step is the classification and
marking of packets, but for end-to-end QoS to be successful you also need to carefully align the application’s
configuration with the underlying network configuration. Once QoS is fully implemented, ongoing management is
a question of adjusting the port ranges assigned to each traffic type based on your organization's needs and actual
usage.
Choose initial port ranges for each media type

The DSCP value tells a correspondingly configured network what priority to give a packet or stream, whether the
DSCP mark is assigned by clients or the network itself based on ACL settings. Each media workload gets its own
unique DSCP value (other services might allow workloads to share a DSCP marking, Teams does not) and a
defined and separate port range used for each media type. Other environments might have an existing QoS
strategy in place, which will help you determine the priority of network workloads.
The relative size of the port ranges for different real-time streaming workloads sets the proportion of the total
available bandwidth dedicated to that workload. To return to our earlier postal analogy: a letter with an "Air Mail"
stamp might get taken within an hour to the nearest airport, while a small package marked "Bulk Mail" mark can
wait for a day before traveling over land on a series of trucks.
The following table shows the required DSCP markings and the suggested corresponding media port ranges used
by both Teams and ExpressRoute. These ranges might serve as a good starting point for customers who are unsure
what to use in their own environments. To learn more, read ExpressRoute QoS requirements.
Recommended initial port ranges
CLIENT SOURCE PORT

MEDIA TRAFFIC TYPE RANGE PROTOCOL DSCP VALUE DSCP CLASS

(EF)

(AF41)

Sharing (AF21)
Be aware of the following when you use these settings:

If you plan to implement ExpressRoute in the future and haven’t yet implemented QoS, we recommend that you
follow the guidance so that DSCP values are the same from sender to receiver.
All clients, including mobile clients and Teams devices, will use these port ranges and will be affected by any
DSCP policy you implement that uses these source port ranges. The only clients that will continue to use
dynamic ports are the browser-based clients (that is, those clients that let participants join meetings by using
their browsers).
Although the Mac client uses the same port ranges, it also uses hard-coded values for audio (EF ) and video
(AF41). These values are not configurable.
If you later need to adjust the port ranges to improve user experience, the port ranges can not overlap and
should be adjacent to each other.
Migrate QoS to Teams

If you’ve previously deployed Skype for Business Online, including QoS tagging and port ranges, and are now
deploying Teams, Teams will respect the existing configuration and will use the same port ranges and tagging as
the Skype for Business client. In most cases, no additional configuration will be needed.
NOTE
If you're using Application Name QoS tagging via Group Policy, you must add Teams.exe as the application name.
QoS implementation steps

At a very high level, implementing QoS requires these steps:
1. Verify your network is ready
2. Select a QoS implementation method
3. Choose initial port ranges for each media type
4. Implement QoS settings:
a. On Clients using a GPO to set client device port ranges and markings
b. On routers (see the manufacturer documentation) or other network devices. This may include port-
based ACLs or simply defining the QoS queues and DSCP markings, or all of these.
IMPORTANT
We recommend implementing these QoS policies using the client source ports and a source and destination IP
address of “any.” This will catch both incoming and outgoing media traffic on the internal network.
c. On Teams Admin Center

5. Validate the QoS implementation by analyzing Teams traffic on the network.
As you prepare to implement QoS, keep the following guidelines in mind:
The shortest path to Office 365 is best.
Closing ports will only lead to quality degradation.
Any obstacles in-between, such as proxies, are not recommended.
Limit the number of hops:
Client to network edge – 3 to 5 hops.
ISP to Microsoft network edge – 3 hops
Microsoft network edge to final destination – irrelevant
For information about configuring firewall ports, go to Office 365 URLs and IP ranges.
Managing source ports in the Teams admin center

In Teams, QoS source ports used by the different workloads should be actively managed, and adjusted as
necessary. Referring to the table in Choose initial port ranges for each media type, the port ranges are adjustable,
but the DSCP markings are not configurable. Once you have implemented these settings, you may find that more
or fewer ports are needed for a given media type. Call Analytics and Call Quality Dashboard should be used in
making a decision to adjust port ranges after Teams has been implemented, and periodically as needs change.
NOTE
If you've already configured QoS based on source port ranges and DSCP markings for Skype for Business Online, the same
configuration will apply to Teams and no further client or network changes to the mapping will be required, though you may
have to set the ranges used in Teams Admin Center to match what was configured for Skype for Business Online.
If you’ve previously deployed Skype for Business Server on-premises, you may need to re-examine your QoS
policies and adjust them as needed to match port range settings you've verified provide a quality user experience
for Teams.
Validate the QoS implementation

For QoS to be effective, the DSCP value set by the Group Policy object needs to be present at both ends of a call.
By analyzing the traffic generated by the Teams client, you can verify that the DSCP value isn’t changed or stripped
out when the Teams workload traffic traverses moves through the network.
Preferably, you capture traffic at the network egress point. You can use port mirroring on a switch or router to help
with this.
Use Network Monitor to verify DSCP values
Network Monitor is a tool you can download from Microsoft to analyze network traffic.
1. On the PC running Network Monitor, connect to the port that has been configured for port mirroring and
start capturing packets.
2. Make a call by using the Teams client. Make sure media has been established before hanging up the call.
3. Stop the capture.
4. In the Display Filter field, use the source IP address of the PC that made the call, and refine the filter by
defining DSCP value 46 (hex 0x2E ) as search criteria, as shown in the following example:
Source == "192.168.137.201" AND IPv4.DifferentiatedServicesField == 0x2E
5. Select Apply to activate the filter.

6. In the Frame Summary window, select the first UDP packet.
7. In the Frame Details window, expand the IPv4 list item and note the value at the end of the line that begins
with DSCP.
In this example, the DSCP value is set to 46. This is correct, because the source port used is 50019, which indicates
that this is a voice workload.
Repeat the verification for each workload that has been marked by the GPO.
More information
Prepare your organization's network for Microsoft Teams
ExpressRoute QoS requirements
Set QoS on Windows clients
You can use policy-based QoS within Group Policy to set the source port range for the predefined DSCP value in
the Teams client. The port ranges specified in the following table are a starting point to create a policy for each
workload.
Recommended initial port ranges
CLIENT SOURCE PORT

MEDIA TRAFFIC TYPE RANGE PROTOCOL DSCP VALUE DSCP CLASS

(EF)

(AF41)

Sharing (AF21)
Wherever possible, configure policy-based QoS settings within a Group Policy object. The following steps are very
similar to Configuring port ranges and a Quality of Service policy for your clients on Skype for Business Server,
which has some additional details that may not be necessary.
To create a QoS audio policy for domain-joined Windows 10 computers, first log on to a computer on which Group
Policy Management has been installed. Open Group Policy Management (click Start, point to Administrative Tools,
and then click Group Policy Management), and then complete the following steps:
1. In Group Policy Management, locate the container where the new policy should be created. For example, if
all your client computers are located in an OU named Clients, the new policy should be created in the Client
OU.
2. Right-click the appropriate container, and then click Create a GPO in this domain, and Link it here.
3. In the New GPO dialog box, type a name for the new Group Policy object in the Name box, and then click
OK.
4. Right-click the newly created policy, and then click Edit.
5. In the Group Policy Management Editor, expand Computer Configuration, expand Windows Settings,
right-click Policy-based QoS, and then click Create new policy.
6. In the Policy-based QoS dialog box, on the opening page, type a name for the new policy in the Name box.
Select Specify DSCP Value and set the value to 46. Leave Specify Outbound Throttle Rate unselected,
and then click Next.
7. On the next page, select Only applications with this executable name and enter the name Teams.exe,
and then click Next. This setting instructs the policy to only prioritize matching traffic from the Teams client.
8. On the third page, make sure that both Any source IP address and Any destination IP address are
selected, and then click Next. These two settings ensure that packets will be managed regardless of which
computer (IP address) sent the packets and which computer (IP address) will receive the packets.
9. On page four, select TCP and UDP from the Select the protocol this QoS policy applies to drop-down
list. TCP (Transmission Control Protocol) and UDP (User Datagram Protocol) are the two networking
protocols most commonly used.
10. Under the heading Specify the source port number, select From this source port or range. In the
accompanying text box, type the port range reserved for audio transmissions. For example, if you reserved
ports 50000 through ports 50019 for audio traffic, enter the port range using this format: 50000:50019.
Click Finish.
11. Repeat steps 5-10 to create policies for Video and Application/Desktop Sharing, substituting the appropriate
values in steps 6 and 10.
The new policies you’ve created won’t take effect until Group Policy has been refreshed on your client computers.
Although Group Policy periodically refreshes on its own, you can force an immediate refresh by following these
steps:
1. On each computer for which you want to refresh Group Policy, open a command console. Ensure that the
command console is set to run as administrator.
2. At the command prompt, enter
gpupdate.exe /force
Verify DSCP markings in the Group Policy object

To verify that the values from the Group Policy object have been set, perform the following steps.
1. Open a command console. Ensure that the command console is set to run as administrator.
2. At the command prompt, enter:
gpresult /R > gp.txt
This will generate a report and send it to a text file named gp.txt. Alternatively, you can enter the following
command to produce the same data in a more readable HTML report named gp.html:
gpresult /H >gp.html
3. In the generated file, look for the heading Applied Group Policy Objects and verify that the names of the
Group Policy objects created earlier are in the list of applied policies.
4. Open the Registry Editor, and go to:
HKEY_LOCAL_MACHINE\Software\Policies\Microsoft\Windows\QoS\
Verify the values for the registry entries listed in Table 4.
Table 4. Values for Windows registry entries for QoS
NAME TYPE DATA
Application Name REG_SZ Teams.exe
DSCP Value REG_SZ 46
Local IP REG_SZ *
Local IP Prefix Length REG_SZ *
Local Port REG_SZ 50000-50019
Protocol REG_SZ *
Remote IP REG_SZ *
Remote IP Prefix REG_SZ *
Remote Port REG_SZ *
Throttle Rate REG_SZ -1
5. Verify that the value for the Application Name entry is correct for the client you’re using, and verify that both
the DSCP Value and Local Port entries reflect the settings in the Group Policy object.
Microsoft Teams and Skype for Business give you two ways to monitor and troubleshoot call-quality problems:
Call Analytics and Call Quality Dashboard (CQD ). This article describes both and tells you when to use each one.
Call Analytics and CQD run in parallel and can be used independently or together. For example, say a
communications support specialist determines that they need more help troubleshooting a call problem. The
communications support specialist passes the call to a communications support engineer, who has access to
more information in Call Analytics than the communications support specialist. In turn, the communications
support engineer can alert a network engineer to an issue. The network engineer might check CQD to see if an
overall site-related issue could be a contributing cause of call problems.
What's Call Analytics, and when should I use it?

Call Analytics is now available in the Microsoft Teams admin center. To see all of the call information and
data for a user, use the Call History tab. You can do this by looking on the user's profile page by either searching
for the user from the dashboard or finding the user from Users in the left navigation.
Call Analytics shows detailed information about the devices, networks, and connectivity related to the specific
calls and meetings for each user in a Microsoft Teams or Skype for Business account. Why did this user have a
poor call this afternoon? Using Call Analytics, an Office 365 admin or trained helpdesk agent can investigate the
device, network, connectivity, and other factors related to his call to troubleshoot call quality and connection
problems in Microsoft Teams and Skype for Business.
To see this information for a user in the Microsoft Teams admin center, click the Call History tab for that user in
the user detail page, showing all the calls and meetings that user has participated in for the last 30 days.
To get additional information about a given session including detailed media and networking statistics, click on a
session to see the details.
If you want non-admins, such as helpdesk agents from an external vendor, to use Call Analytics, you can assign
permissions so that they can use Call Analytics, but they can't access the rest of the Microsoft Teams admin
center:
Helpdesk agents with communications support specialist permissions: Agents see a limited set of
data and personally identifiable information (PII) in Call Analytics. They can troubleshoot calls, but they
will hand off problems with meetings to a communications support engineer.
Helpdesk agents with communications support engineer permissions: Agents see all available data
in Call Analytics and troubleshoot both calls and meetings. They have full access to call logs and customer
information.
NOTE
The communications support specialist role is equivalent to tier 1 support role from the preview portal and the
communications support engineer role is equivalent to tier 2 support role from the preview portal.
For more information about the communications support specialist and communications support engineer roles,
see Use Microsoft Teams admin roles to manage teams.
IMPORTANT
Helpdesk agent permissions and network topology upload are available in the Microsoft Teams admin center.
Communications Support Specialists and Communications Support Engineers can use this portal to access Call Analytics
and the Call Quality Dashboard.
For details about setting up Call Analytics, see Set up Skype for Business Call Analytics. For more information
about how Helpdesk agents can work with Call Analytics, see Use Call Analytics to troubleshoot poor call quality.
What's the Call Quality Dashboard, and when should I use it?
Whereas Call Analytics is designed to help admins and helpdesk agents troubleshoot call quality problems with
specific calls, the Call Quality Dashboard (CQD ) is designed to help Teams admins, Skype for Business admins,
and network engineers optimize a network. CQD shifts focus from specific users and instead looks at aggregate
information for an entire Teams or Skype for Business organization. For more details, see Features of the Call
Quality Dashboard for Teams and Skype for Business Online.
Maybe the user's poor call quality is due to a network issue that's also affecting many other users. The individual
call experience isn't visible in CQD, but the overall quality of calls made using Microsoft Teams or Skype for
Business is captured. With the CQD, overall patterns may become apparent, allowing network engineers to make
informed assessments of call quality. CQD provides reports of call quality metrics that give you insights into
overall call quality, server-client streams, client-client streams, and voice quality SLA.
With the help of CQD's Location-Enhanced Reports, aggregate call quality and reliability within the user's
building can be assessed to determine if the problem is isolated to a single user or affects a larger segment of
users.
NOTE
To enable building or endpoint-specific views in CQD, an admin must upload building or endpoint information on CQD's
Tenant Data Upload page.
If you want non-admins, such as helpdesk agents, to use Call Quality Dashboard, you can assign those users the
Teams Communications Support Engineer, Teams Communications Support Specialist, or Reports
Reader role. Users with the following roles can access Call Quality Dashboard:
Global Administrator
Global Reader
Skype for Business Administrator
Teams Service Administrator
Teams Communications Administrator
Teams Communications Support Engineer
Teams Communications Support Specialist
Reports Reader
NOTE
The Teams Communications Support Engineer, Teams Communications Support Specialist, and Reports Reader roles cannot
modify files on CQD's Tenant Data Upload page nor activate CQD for a tenant.
For more information about these roles, see About Office 365 admin roles.
For more information about CQD, see Turning on and using Call Quality Dashboard for Microsoft Teams and
Skype for Business Online and Dimensions and measures available in Call Quality Dashboard for Microsoft
Teams and Skype for Business Online.
Related topics
Video: Call Quality Overview
Turning on and using Call Quality Dashboard for Microsoft Teams and Skype for Business Online
As a Teams or Skype for Business Online admin, you can use Call Analytics to troubleshoot Skype for Business
and Microsoft Teams call quality and connection problems. You may find it useful to set up the following
capabilities in Call Analytics:
Set permissions that let other personnel, such as helpdesk agents, use Call Analytics, but prevent them
from accessing the rest of the Microsoft Teams admin center.
Add building, site, and tenant information to Call Analytics by uploading a .tsv or .csv data file.
Call Analytics is now available in the Microsoft Teams admin center. To see all the call information and
data for a user, use the Call History tab. You can do this by looking on the user's profile page by doing one of the
following:
Search for the user from the dashboard.
Select Users in the left navigation.

Set Call Analytics permissions
As the admin, you have full access to all the features of Call Analytics. In addition, you can assign Azure Active
Directory roles to support staff. Assign the Teams communications support specialist role to users who should
have a limited view of Call Analytics. Assign the Teams communications support engineer role to users who need
access to the full functionality of Call Analytics. Both permission levels prevent access to the rest of the Microsoft
Teams admin center.
NOTE
The communications support specialist role is equivalent to tier 1 support and the communications support engineer role is
equivalent to tier 2 support.
For more information about Teams admin roles, see Use Microsoft Teams admin roles to manage Teams.
Communications support specialists handle basic call-quality problems. They don't investigate issues with
meetings. Instead, they collect related information and then escalate to a communications support engineer.
Communications support engineers see information in detailed call logs that's hidden from communications
support specialists. The following table gives an overview of information available to communications support
specialists and communications support engineers when they use Call Analytics.
INFORMATION IN CALL WHAT THE COMMUNICATIONS WHAT THE COMMUNICATIONS

ACTIVITY ANALYTICS SUPPORT SPECIALIST SEES SUPPORT ENGINEER SEES
Calls Caller name Only the name of the user User name.
for whom the agent
searched.
Recipient name Shows as Internal User or Recipient name.

External User.
Caller phone number Entire phone number except Entire phone number except
last three digits are last three digits are
obfuscated with asterisk obfuscated with asterisk
symbols. For example, symbols. For example,
15552823***. 15552823***.
Recipient phone number Entire phone number except Entire phone number except
last three digits are last three digits are
obfuscated with asterisk obfuscated with asterisk
symbols. For example, symbols. For example,
15552823***. 15552823***.
Call Details > Advanced Information not shown. All details shown, such as
tab device names, IP address,
subnet mapping, and more.
Call Details > Advanced > Information not shown. All details shown, such as
Debug tab DNS suffix and SSID.
Meetings Participant names Only the name of the user All names shown.
for whom the agent
searched. Other participants
identified as Internal User or
External User.
INFORMATION IN CALL WHAT THE COMMUNICATIONS WHAT THE COMMUNICATIONS
ACTIVITY ANALYTICS SUPPORT SPECIALIST SEES SUPPORT ENGINEER SEES
Participant count Number of participants. Number of participants.
Session details Session details shown with Session details shown. User
exceptions. Only the name names and session details
of the user for whom the shown. Last three digits of
agent searched is shown. telephone number
Other participants identified obfuscated with asterisk
as Internal User or External symbols.
User. Last three digits of
telephone number
obfuscated with asterisk
symbols.
Set up permissions by assigning admin roles

To learn how to assign administrative roles in Azure Active Directory, see View and assign roles in Azure Active
Directory.
Upload a .tsv or .csv file to add building, site, and tenant information
You can add building, site, and tenant information to Call Analytics by uploading a .csv or .tsv file. With all this
information, Call Analytics can map IP addresses to physical locations. You or helpdesk agents might find this
information useful to help spot trends in call problems. For example, why are many users in the same building
having similar call quality issues?
If you're a Teams and Skype for Business admin, you can use an existing data file from the Teams & Skype for
Business Call Quality Dashboard. First, you download the file from Call Quality Dashboard, and then you upload
it to Call Analytics.
To download an existing data file, go to Microsoft Teams admin center > Call Quality Dashboard >
Upload now. In the My uploads list, click Download next to the file you want.
To upload the new file, go to Microsoft Teams admin center > Locations, and then select Upload
location data or Replace location data.
If you're creating the .tsv or .csv file from scratch, see Tenant data file format and Building data file structure.
Related topics
Call Analytics helps you troubleshoot call or connection problems with Microsoft Teams and Skype for Business.
Call Analytics shows detailed information about the devices, networks, and connectivity for the calls and
meetings of each user in your Office 365 account. If building, site, and tenant information has been added to Call
Analytics, it will also be shown for each call and session. Information available via Call Analytics can help you
figure out why a user had a poor call or meeting experience.
Call Analytics permissions

As the admin, you get full access to all the features of Call Analytics. In addition, you can assign Azure Active
Directory roles to support staff. Assign the Teams communications support specialist role to users who should
have a limited view of Call Analytics. Assign the Teams communications support engineer role to users who
need access to the full functionality of Call Analytics. Both permission levels prevent access to the rest of the
Communications support specialists handle basic call-quality problems. They don't investigate issues with
meetings. Instead, they collect related information and then escalate to a communications support engineer.
Communications support engineers see information in detailed call logs that's hidden from communications
support specialists. The following table gives an overview of information available to communications support
specialists and communications support engineers when they use Call Analytics.
The permissions level assigned to you determines what type of information you have access to in Call Analytics:
Teams service administrator or Teams communications administrator: You have access to all the
information in Call Analytics and in the Microsoft Teams admin center.
Teams communications support specialist: You see a limited set of data in Call Analytics. You can
troubleshoot calls, but you'll hand off problems with meetings to a Teams communications support
engineer. You don't have access to the rest of the Microsoft Teams admin center.
Teams communications support engineer: You see all available data in Call Analytics and can help
troubleshoot problems with both calls and meetings. You don't have access to the rest of the Microsoft
Teams admin center.
NOTE
The communications support specialist role is equivalent to tier 1 support and the communications support engineer role
is equivalent to tier 2 support.
For more information about Teams admin roles, see Use Microsoft Teams admin roles to manage Teams. For a
detailed comparison of the Teams communications support specialist and Teams communications support
engineer roles, see Set up Call Analytics
See your Teams and Skype for Business admin if you need help with permissions.
Troubleshoot call quality problems using Call Analytics

1. Sign in with your Teams communications support or Teams admin credentials.
2. In your web browser go to https://admin.teams.microsoft.com.
3. On the Dashboard, in User Search, start typing either the name or sip address of the user whose calls
you want to troubleshoot or select View users to see a list of users.
4. Select the user from the list.

5. Select Call history, and then select the call or meeting that you want to troubleshoot.
6. Select the Advanced tab, and then look for yellow and red items which indicate poor call quality or
connection problems.
In the session details for each call or meeting, minor issues appear in yellow. (For example, in the
following screenshot, the values are in yellow for Average jitter, Max jitter, and Average packet loss rate.) If
something is yellow, it's outside of normal range, and it may be contributing to the problem, but it's
unlikely to be the main cause of the problem. If something is red, it's a significant problem, and it's likely
the main cause of the poor call quality for this session.
In rare cases, quality of experience data isn't received for audio sessions. Often this is caused by the call dropping
and connection with the client terminating. When this occurs, the session rating is unavailable.
For audio sessions that do have quality of experience (QoE ) data, the following table describes major issues that
qualify a session as poor.
ISSUE AREA DESCRIPTION
Call setup Session The error code Ms-diag 20-29

indicates the call setup failed. The user
couldn't join the call or meeting.
Audio network classified poor call Session Network quality issues (such as packet
loss, jitter, NMOS degradation, RTT, or
concealed ratio) were encountered. For
more information about the conditions
used to classify poor calls, see this
Microsoft blog post.
Device not functioning Device A device isn't functioning correctly.

Device not functioning ratios are :
DeviceRenderNotFunctioningEventRati
o >= 0.005
DeviceCaptureNotFunctioningEventRati
o >= 0.005
Related topics
Turning on and using Call Quality Dashboard for
Microsoft Teams and Skype for Business Online
Learn how to configure your Office 365 organization to use the Call Quality Dashboard to monitor call quality.
The Call Quality Dashboard (CQD ) for Microsoft Teams and Skype for Business Online allows you to gain
insights into the quality of calls made using Microsoft Teams and Skype for Business services. This topic
describes the steps you'll need to complete to start collecting data.
Latest changes and updates

The most recent changes to CQD are as follows:
Includes Microsoft Teams data in addition to Skype for Business Online data.
Summary reports include a product filter to select all data, Microsoft Teams data, or Skype for Business
Online data.
Video and VBSS stream quality classification logic has been updated. Refer to Stream Classification in Call
Quality Dashboard for the latest classifier definitions.
Refer to this article for a list of Dimensions and measures available in Call Quality Dashboard.
NOTE
Information about updates and changes to the dashboard can be found by clicking the link in the Good news! banner
when it is displayed on the dashboard.
Activate Microsoft Call Quality Dashboard (CQD) Summary Reports

Before you can start using the CQD, you'll need to activate it for your Office 365 organization.

1. Sign in to your Office 365 organization using Microsoft Teams service admin account, and then select the
Admin tile to open the Admin center.
2. In the left pane, under Admin centers, select Microsoft Teams to open the Microsoft Teams admin
center.
3. In the Microsoft Teams admin center, select Call quality dashboard in the left pane.
4. On the page that opens, sign in with your Global Administrator account or Microsoft Teams Service
Admin account, and then provide the credentials for the account when prompted.
After you sign in, once activated, the CQD will begin collecting and processing data.
NOTE
It may take a couple of hours to process enough data to display meaningful results in the reports.

1. Sign in to your Office 365 organization using an admin account, and then select the Admin tile to open
the Admin center.
2. In the left pane, under Admin centers, select Skype for Business to open the Skype for Business admin
center.
3. In the Skype for Business admin center, select Tools in the left pane, and then select Skype for Business
Online Call Quality Dashboard.
4. On the page that opens, sign in with your Global Administrator account, and then provide the credentials
for the account when prompted.
After you sign in, once activated, the CQD will begin collecting and processing data.
Features of the Call Quality Dashboard for Microsoft Teams and Skype
for Business Online
CQD Summary Reports provide a subset of the features planned for Detailed Reports. The differences between
the two editions are summarized here:
FEATURE SUMMARY REPORTS DETAILED REPORTS
Application sharing metric No Yes
Customer building information support Yes Yes
Customer endpoint information Only in cqd.teams.microsoft.com Only in cqd.teams.microsoft.com

support
Drill-down analysis support No Yes
Media reliability metrics No Yes

FEATURE SUMMARY REPORTS DETAILED REPORTS
Out-of-the-box reports Yes Yes
Overview reports Yes Yes
Per-user report set No Yes
Report set customization (add, delete, No Yes

modify reports)
Video-based screen sharing metrics No Yes
Video metrics No Yes
Amount of data available Last 6 months Last 6 months
Microsoft Teams data Yes Yes
Out-of-the -box reports

Both editions of CQD provide an out-of-the-box experience, giving you call quality metrics without the need to
create any new reports. Once data is processed in the back-end, you can start seeing call quality data in the
reports.
Overview reports
Both editions of the CQD provide a high-level entry point to the overall call quality information, but the way
information is presented in Summary Reports is different from that of Detailed Reports.
Summary Reports provide a simplified tabbed page report view that enables users to quickly browse and
understand the overall call quality status and trends.
The four tabs include:
Overall Call Quality - provides information about all streams, which is an aggregation of Server-Client
streams and Client-Client streams, as well as separate Server-Client and Client-Client streams, in the form
of monthly and daily trends.
Server - Client - provides additional details for the streams between Server and Client endpoints.
Client - Client - provides additional details for the streams between two Client endpoints.
Voice Quality SLA - provides information about calls that are included in the Skype for Business Online
Voice Quality SLA.
Overall Call Quality tab
Use the data on this tab to evaluate call quality status and trends by looking at the stream counts and poor
percentages. The legend in the upper-right corner shows which color and visual elements represent these
metrics.
Streams are classified in three groups: Good, Poor, and Unclassified. There are also calculated Poor % values that
give you the ratio of streams classified as Poor to the total classified stream count. Since Poor % = Poor streams/
(Poor streams+ Good streams) * 100 , this makes the Poor % unaffected by the presence with multiple
Unclassified streams. For what is used for classifying a stream as poor or good, refer to Stream Classification in
Call Quality Dashboard.
Use the scale on the left to measure the stream count values.
Use the scale on the right to measure the Poor % values.
You can also obtain the actual numerical values by hovering the mouse over a bar.
NOTE
The following example is from a very small sample data set, and the values aren't realistic for an actual deployment.
The overall stream volume is an important factor in determining how relevant the calculated Poor percentages
are. The smaller the volume of overall streams, the less reliable the reported Poor percentage values are.
Server-Client tab and Client-Client tabs
These two tabs provide additional details for the streams that took place in their endpoint-to-endpoint scenarios.
The Server-Client tab has four collapsible sections, representing four scenarios under which media streams
would flow.
Wired Inside
Wired Outside
Wifi Inside
Wifi Outside
Similarly, the Client-Client tab has five collapsible sections:
Wired Inside - Wired Inside
Wired Inside - Wired Outside
Wired Outside - Wired Outside
Wired Inside - Wifi Inside
Wired Inside - Wifi Outside
Inside Test
During processing, the CQD back-end classifies a stream as Inside or Outside using Building information, if it
exists. Endpoints of each stream are associated with a subnet address. If the subnet is in the list of the subnets
marked InsideCorp in the uploaded Building information, then it is considered Inside. If Building information has
not yet been uploaded, then Inside Test will always classify the streams as Outside. Please note that Inside Test
for Server-Client scenario only considers the client endpoint. Because servers are always outside from a user's
perspective, this isn't accounted for in the test.
Wired vs. wifi
As the names indicate, this is a classification criteria based on the type of client connections. Again, server is
always wired and it isn't included in the calculation.
NOTE
Given a stream, if one of the two endpoints is connected to a Wifi network, then it is classified as Wifi in CQD.
Selecting product data to see in reports

In the Summary and Location Enhanced Reports, you can use the Product Filter drop-down to show all product
data, only Microsoft Teams data, or only Skype for Business Online data.
In Detailed reports, you can use the Is Teams dimension to filter the data to Microsoft Teams or Skype for
Business Online data as part of defining the report.
Upload Tenant Data information

The CQD Summary Reports dashboard includes a Tenant Data Upload page, accessed by selecting Tenant
Data Upload from the settings menu in the top-right corner. This page is used for admins to upload their own
information, such as mapping of IP address and geographical information, mapping each wireless AP and its
MAC address, mapping of Endpoint to Endpoint Make/Model/Type, etc.
1. On the Tenant Data Upload page, use the drop-down menu to choose a data file type for uploading. The
file data type denotes the content of the file (for example, "Building" refers to mapping of IP address and
building as well as other geographical information, “Endpoint” refers to mapping of Endpoint Name to
Endpoint Make/Model/Type… information). Currently we support uploading “Building” and “Endpoint”
data types for cqd.teams.microsoft.com (in preview stage and not officially available yet), cqd.lync.com
only supports uploading "Building" data type. A few more data types will be added with subsequent
releases.
2. After selecting the file data type, click Browse to choose a data file.
The data file must be a .tsv (Tab-separated values) file or a .csv (Comma-separated value) file. If
using a .csv file, any field that contains a comma must be surrounded by quotes or have the comma
removed. For example, if your building name is NY,NY, in the .csv file it should be entered as
"NY,NY".
The data file must be no larger than 50MB in size.
Files uploaded to cqd.teams.microsoft.com have an expanded row limit of 1,000,000 in order to
keep query performance fast. We may impose that limit on cqd.lync.com as well.
For each data file, each column in the file must match a predefined data type, discussed later in this
topic.
3. After selecting a data file, specify Start date and, optionally, Specify an end date.
4. After selecting Start date, select Upload to upload the file to the CQD server.
Before the file is uploaded, it is first validated. Once validated, it is stored in an Azure blob. If validation
fails or the file fails to be stored in an Azure blob, an error message is displayed requesting a correction to
the file. The following image shows an error occurring when the number of columns in the data file is
incorrect.
5. If no errors occur during validation, the file upload will succeed. You can then see the uploaded data file in
the My uploads table, which shows the full list of all uploaded files for the current tenant at the bottom of
that page.
Each record shows one uploaded tenant data file, with file type, last update time, time period, description, a
remove icon, and a download icon. To remove a file, select the trash bin icon in the table. To download a
file, select the download icon in the Download column of the table.
6. Note that if you choose to use multiple building data files or multiple endpoint data files, the operation
speed of some reports will be slower.
Tenant data file format and structure
Building data file
CQD uses Building data file by first deriving the Subnet column from expanding the Network+NetworkRange
column, then joining the Subnet column to the call record’s First Subnet/Second Subnet column to show
Building/City/Country/Region… information. The format of the data file you upload must meet the following to
pass the validation check before uploading.
The file must be either a .tsv file, which means, in each row, columns are separated by a TAB, or a .csv file
with each column separated by a comma.
The content of the data file doesn't include table headers. That means the first line of the data file should
be real data, not headers like "Network," etc.
For each column, the data type can only be String, Number, or Bool. If it is Number, the value must be a
numeric value; if it is Bool, the value must be either 0 or 1.
For each column, if the data type is string, the data can be empty (but still must be separated by an
appropriate delimiter (i.e., a tab or comma). This just assigns that field an empty string value.
There must be 14 columns for each row, each column must have the following data type, and the columns
must be in the order listed in the following table:
COLUMN NAME DATA TYPE EXAMPLE
Network String 192.168.1.0
NetworkName String USA/Seattle/SEATTLE-SEA-1
NetworkRange Number 26
BuildingName String SEATTLE-SEA-1
OwnershipType String Contoso
BuildingType String IT Termination

BuildingOfficeType String Engineering
City String Seattle
ZipCode String 98001
Country String US
State String WA
Region String MSUS
InsideCorp Bool 1
ExpressRoute Bool 0
IMPORTANT
The network range can be used to represent a supernet (combination of several subnets with a single routing prefix). All
new building uploads will be checked for any overlapping ranges. If you have previously uploaded a building file, you
should download the current file and re-upload it to identify any overlaps and fix the issue before uploading again. Any
overlap in previously uploaded files may result in the wrong mappings of subnets to buildings in the reports. Certain VPN
implementations do not accurately report the subnet information. It is recommended that when adding a VPN subnet to
the building file, instead of one entry for the subnet, separate entries are added for each address in the VPN subnet as a
separate 32-bit network. Each row can have the same building metadata. For example, instead of one row for
172.16.18.0/24, you should have 256 rows, with one row for each address between 172.16.18.0/32 and 172.16.18.255/32,
inclusive.
Endpoint data file

CQD uses Endpoint data file by joining its EndpointName column to the call record’s First Client Endpoint
Name/Second Client Endpoint Name column to show Endpoint Make/Model/Type information. The format of
the data file you upload must meet the following to pass the validation check before uploading.
The file must be either a .tsv file, which means, in each row, columns are separated by a TAB, or a .csv file
with each column separated by a comma.
The content of the data file doesn't include table headers. That means the first line of the data file should
be real data, not headers like "EndpointName," etc.
For each column, the data type can only be String and it should have no more than 64 chars, which is
maximum allowed length.
For each column, the data can be empty (but still must be separated by an appropriate delimiter (i.e., a tab
or comma). This just assigns that field an empty string value.
There must be 7 columns for each row and the columns must be in the order listed in the following table.
EndpointName must be unique otherwise upload will fail due to duplicate row as it will cause incorrect
joining.
EndpointLabel1, EndpointLabel2, EndpointLable3 are user customizable labels, they can be empty strings
or value users prefer such as “IT Department designated 2018 Laptop”, “Asset Tag 5678” …etc.
EndpointName String 1409W3534
EndpointMake String Fabrikam Inc
EndpointModel String Fabrikam Model 123
EndpointType String Laptop
EndpointLabel1 String IT designated 2018 Laptop
EndpointLabel2 String Asset Tag 5678
EndpointLabel3 String Purchase 2018
Selecting media type in detailed reports

The detailed reports support looking at quality and media reliability for audio, video, application sharing, and
video-based screen-sharing media types. Dimensions, measures, and filters that are specific to a single media
type have "Audio", "Video", "AppSharing", or "VBSS" as a prefix.
If you want to view the dimensions and measures for a single media type, the new MediaType dimension and
filter may be required. For example, to have a report that shows the total session counts across different media
types, include the MediaType dimension.
Related topics
Set up Skype for Business Call Analytics
Dimensions and measures available in Call Quality
Dashboard
The Call Quality Dashboard (CQD ) for Microsoft Teams and Skype for Business Online allows you to gain
insights into the quality of calls made using Microsoft Teams and Skype for Business services. This topic provides
detailed information about the dimensions and measures exposed by CQD. To learn more about CQD and how to
enable it, see Turning on and using Call Quality Dashboard for Microsoft Teams and Skype for Business Online.
First and Second endpoint classification

Many of the dimensions and measures in Call Quality Dashboard (CQD ) are labeled as first or second. The
following logic determines which endpoint involved in the stream or call is labeled as first:
First will always be a Server endpoint (AV MCU, Mediation Server, etc.) if a Server is involved in the
stream/call.
Second will always be a Client endpoint unless the stream is between two Server endpoints.
If both endpoints are the same type, the order for which is first vs. second is based on internal ordering of
the user agent category. This ensures the ordering is consistent.
For example, each row represents a pair of User Agents involved in a stream:
User Agent User Agent First Endpoint Second Endpoint First Is Caller
Category of Caller Category of Callee
AV-MCU OC (Skype for AV-MCU OC (Skype for TRUE

Business client) Business client)
OC (Skype for AV-MCU AV-MCU OC (Skype for FALSE

Business client) Business client)
OC (Skype for OC (Skype for OC (Skype for OC (Skype for FALSE

Business client) Business client) Business client) Business client)
AV-MCU Mediation Server Mediation Server AV-MCU
Mediation Server AV-MCU Mediation Server AV-MCU TRUE
OC (Skype for OC Phone (Skype for OC (Skype for OC Phone (Skype for TRUE
Business client) Business IP Phone) Business client) Business IP Phone)
OC Phone (Skype for OC (Skype for OC (Skype for OC Phone (Skype for FALSE
Business IP Phone) Business client) Business client) Business IP Phone)
NOTE
That First and Second classification is separate from which endpoint is the caller or callee. The First Is Caller dimension can be
used to help identify which endpoint was the caller or callee.
Dimensions
The following table lists the dimensions currently available in CQD:
Dimension name Data type / Units Description Values
First Network String Subnet used for media Blank values indicate
stream by first endpoint if network data not reported
subnet exists in subnet to by the endpoint or network
tenant building data is not defined in subnet
uploaded to portal. mapping data.
Example value: 10.0.1.12.0
First Network Name String Name of network used for Blank values indicate
media stream by first network data not reported
endpoint based on mapping by the endpoint or network
subnet to tenant building does not have network
data uploaded to portal. name defined in subnet
mapping data.
Example value: USA/ WA/
REDMOND
First Network Range String Network prefix/range of Blank values indicate

subnet used for media network data not reported
stream by first endpoint by the endpoint or network
based on mapping subnet does not have network
to tenant building data range defined in subnet
Example value: 24
First Building Name String Name of the building where Blank values indicate
the first endpoint was network data not reported
located based on mapping by the endpoint, network is
subnet to tenant building not within corporate
data uploaded to portal. network or network does
not have building name
defined in subnet mapping
data.
Example value: Main
First Ownership Type String Ownership type of building Blank values indicate
where the first endpoint was network data not reported
not have ownership defined
in subnet mapping data.
Example value: Contoso-IT
First Building Type String Type of building where the Blank values indicate
first endpoint was located network data not reported
based on mapping subnet by the endpoint, network is
to tenant building data not within corporate
uploaded to portal. network or network does
not have building type
data.
Example value: Open
Office
First Building Office Type String Office building type where Blank values indicate
the first endpoint was network data not reported
not have building office type
data.
Example value: Office
First City String City where the first endpoint Blank values indicate
was located based on network data not reported
mapping subnet to tenant by the endpoint, network is
building data uploaded to not within corporate
portal. network or network does
not have city defined in
subnet mapping data.
Example value: Redmond
First Zip Code String Zip/Postal code where the Blank values indicate
first endpoint was located network data not reported
based on mapping subnet by the endpoint, networ
to tenant building data k is not within corporate
not have zip code defined in
Example value: 98052
First Country String Country where the first Blank values indicate
endpoint was located based network data not reported
on mapping subnet to by the endpoint, network is
tenant building data not within corporate
not have country defined in
Example value: USA
First State String State where the first Blank values indicate
not have state defined in
Example value: WA
First Region String Region where the first Blank values indicate
not have region defined in
Example value: North
America
First Express Route Boolean True if the subnet used for Blank values indicate
media stream by first network data not reported
endpoint is enabled for by the endpoint, network is
Express route based on not within corporate
mapping subnet to tenant network or network does
building data uploaded to not have express route flag
portal. set in subnet mapping data.
Example value: true
Second Network String Subnet used for media Blank values indicate
stream by second endpoint network data not reported
if subnet exists in subnet to by the endpoint or network
tenant building data is not defined in subnet
Example value: 10.0.1.12.0
Second Network Name String Name of network used for Blank values indicate
media stream by second network data not reported
endpoint based on mapping by the endpoint or network
subnet to tenant building does not have network
data uploaded to portal. name defined in subnet
mapping data.
Example value: USA/ WA/
REDMOND
Second Network Range String Network prefix/range of Blank values indicate

subnet used for media network data not reported
stream by second endpoint by the endpoint or network
based on mapping subnet does not have network
to tenant building data range defined in subnet
Example value: 24
Second Building Name String Name of the building where Blank values indicate
the second endpoint was network data not reported
not have building name
data.
Example value: Main
Second Ownership Type String Ownership type of building Blank values indicate
where the second endpoint network data not reported
was located based on by the endpoint, network is
mapping subnet to tenant not within corporate
building data uploaded to network or network does
portal. not have ownership defined
in subnet mapping data.
Example value: Contoso -
IT
Second Building Type String Type of building where the Blank values indicate
second endpoint was network data not reported
not have building type
data.
Example value: Open
Office
Second Building Office Type String Office building type where Blank values indicate
the second endpoint was network data not reported
not have building office type
data.
Example value: Office
Second City String City where the second Blank values indicate
not have city defined in
Example value: Redmond
Second Zip Code String Zip/Postal code where the Blank values indicate
second endpoint was network data not reported
not have zip code defined in
Second Country String Country where the second Blank values indicate
not have country defined in
Example value: USA
Second State String State where the second Blank values indicate
not have state defined in
Example value: WA
Second Region String Region where the second Blank values indicate
not have region defined in
Example value: North
America
Second Express Route Boolean True if the subnet used for Blank values indicate
media stream by second network data not reported
endpoint is enabled for by the endpoint, network is
Express route based on not within corporate
mapping subnet to tenant network or network does
building data uploaded to not have express route flag
portal. set in subnet mapping data.
Example value: true
First Inside Corp Enumeration Indicates if first endpoint Example value: Inside
was located on subnet
within the corporate
network based on mapping
subnet to tenant building
data uploaded to portal. By
default, the endpoint is
considered Outside.
Possible values:
Inside, Outside
Second Inside Corp Enumeration Indicates if second endpoint Example value: Inside,
was located on subnet Outside
within the corporate
network based on mapping
subnet to tenant building
data uploaded to portal. By
default, the endpoint is
considered Outside.
Possible values:
Inside, Outside
First Tenant Id String Office 365 Tenant ID for the Blank values indicate the
first endpoint. tenant id for the first
endpoint could not be
determined. This may
indicate the endpoint was
signed into an on-premise
Skype for Business Server
deployment.
- 0000 -0000 - 0000 -
000000000000
Second Tenant Id String Office 365 Tenant ID for the Blank values indicate the
second endpoint. tenant id for the second
endpoint could not be
determined. This may
indicate the endpoint was
signed into an on-premise
deployment. Example
value: 00000000 - 0000 -
0000 - 0000 -
000000000000
First Pool String Skype for Business Online Blank values indicate the
pool FQDN assigned to the Skype for Business Online
first endpoint. pool could not be
determined for the first
endpoint. This may indicate
the endpoint was signed
into an on-premise Skype
for Business Server
deployment.
Example value:
pool1.lync.com
Second Pool String Skype for Business Online Blank values indicate the
pool FQDN assigned to the Skype for Business Online
second endpoint. pool could not be
determined for the second
endpoint. This may indicate
the endpoint was signed
into an on-premise Skype
for Business Server
deployment.
Example value:
pool1.lync.com
Is Federated Boolean True if streams were Blank values indicate it could

between two federated not be determined if this
tenants, false otherwise. was a federated stream, or if
some signaling data was not
collected.
Example value: False
QoE Record Available Boolean True if at least one Quality of Example value: True
Experience report was
available for call/session.
Many dimensions and
measures are available only
if QoE record was available.
If the call does not establish
successfully, QoE record will
not be available.
CDR Record Available Boolean True if at least one Call Example value: True
Detail Records was available
for call/session.
Media Line Label Integer Label in SDP for media line. Blank values indicate this
Use Media Type to data was not reported by
determine if label is used for the endpoint.
video, audio, app sharing, or Example value: 0
video based screen sharing.
Media Type String Type of media (video, audio, Example value: Audio
app sharing, or video based
screen sharing).
First Is Server Enumeration Indicates if the first endpoint Example value: Client
is a server endpoint such as
a conferencing server
(AVMCU, ASMCU) or other
media servers (Mediation
Server), or is a client
endpoint. Possible values:
Client, Server.
Second Is Server Enumeration Indicates if the second Example value: Client

endpoint is a server
endpoint such as a
conferencing server
(AVMCU, ASMCU) or other
media servers (Mediation
Server), or is a client
endpoint. Possible values:
Client, Server.
First Is Caller Boolean True if the first endpoint was Example value: True
the caller (initiated the
session establishment).
First Network Connection String Type of network used by the Blank values indicate this
Detail first endpoint. Possible data was not reported by
values: the endpoint.
Wired Example value: Wired
wifi
MobileBB
Tunnel
Other
Second Network Connection String Type of network used by the Blank values indicate this
Detail second endpoint. Possible data was not reported by
values: the endpoint.
Wired Example value: Wired
wifi
MobileBB
Tunnel
Other
Stream Direction String Indicates the direction of a Blank values indicate no

stream between the data was reported to
endpoints. Possible values: indicate the direction of the
First-to-Second stream.
Second-to-First Example value: First-to-
Second
Payload Description String Name of last codec used in Blank values indicate no
the stream. data is available.
Example value: SILKWide
Audio and Video Call Boolean True if call had both audio Blank values indicate no
and video streams, false data was reported to
otherwise indicate the media types of
the stream.
Example value: True
Duration 5 seconds or less Boolean True if stream had duration

of 5 seconds or less, false Example value: true
otherwise.
Duration 60 seconds or Boolean True if stream had duration Example value: true
more of 60 seconds of more, false
otherwise.
Duration (Seconds) Range (seconds) Duration of stream in Example value: 062: [1 -2)
seconds. Values grouped by
range.
Duration (Minutes) Range (minutes) Duration of stream in Example value: 065: [3 - 4)

minutes. Values grouped by
range.
Date String Date the stream ended. Example value: 2018-06-

Values are reported in the 01
UTC time zone.
Year Integer Year of the end of the Example value: 2018

stream. Values are reported
in the UTC time zone.
Month Integer Month of the end of the Example value: 2

Day Integer Day of the end of the Example value: 1

Hour Integer Hour of the end of the Example value: 1
Minute Integer Minute of the end of the Example value: 30

Second Integer Second of the end of the Example value: 12

Day Of Year Integer Day of year of the end of Example value: 32

the stream. Values are
reported in the UTC time
zone.
Day Of Week String Day of week of the end of Example value: Wednesday
the stream. Values are
zone.
Day Number Of Week Integer Day number of week of the Example value: 3
end of the stream. Values
are reported in the UTC
time zone.
Month Year String Month and year of the end Example value: 2017-02
of the stream. Values are
zone.
Full Month Date time Full Month of the end of the Example value: 2017-02-
stream. Values are reported 01T00:00:00
First Domain String Domain of the user using Example value:

the first endpoint. If the first contoso.com
endpoint is a conference
server, it is the domain of
the organizer of the
meeting. May also be the
domain of service accounts
used in scenario.
Second Domain String Domain of the user using Example value:

the second endpoint. If the contoso.com
second endpoint is a
conference server, it is the
domain of the organizer of
the meeting. May also be
the domain of service
accounts used in scenario.
First User Agent Category String Category of the user agent Blank values indicate a user
of the first endpoint. agent that does not
currently have a mapping
such as 3rd party user
agent.
Example value: OC
Second User Agent String Category of the user agent Blank values indicate a user
Category of the second endpoint. agent that does not
currently have a mapping
such as 3rd party user
agent.
Example value: OC
First User Agent String User agent string of the first Blank values indicate no user
endpoint. agent reported by first
endpoint.
Example value:
UCCAPI/16.0.7766.5281
OC/16.0.7766.2047 (Skype
for Business)
Second User Agent String User agent string of the Blank values indicate no user
second endpoint. agent reported by second
endpoint.
Example value:
UCCAPI/16.0.7766.5281
OC/16.0.7766.2047 (Skype
for Business)
Conference Type String Type of conference URI. Blank values indicate a non-
Possible values: conference scenario.
conf:applicationsharing Example value: conf:audio-
conf:audio-video video
conf:focus
Conference Id String Conference ID associated Blank values indicate a non-

with the streams. Note this conference scenario.
dimension may have too Example value: 0001P6GK
many rows to be used as
dimension in a report. It can
be used a filter instead.
First Client App Version String Version of the application Blank values indicate the
used for the first endpoint. version string could not be
Data is parsed from the user parsed or the value was not
agent string. reported.
Example value:
16.0.7766.2047
Second Client App Version String Version of the application Blank values indicate the
used for the second version string could not be
endpoint. Data is parsed parsed or the value was not
from the user agent string. reported.
Example value:
16.0.7766.2047
Transport String Network transport type Blank values indicate the
used by stream. Possible transport type was not
values: reported or that the media
UDP path was not established.
TCP Example value: UDP
Unrecognized
Unrecognized indicate that
the system could not
determine if the transport
type was TCP or UDP.
First Connectivity Ice String ICE connectivity type used Blank values indicate the
by the first endpoint. connectivity type was not
Possible values: reported or that the media
DIRECT- Direct network path was not established.
path Example value: DIRECT
RELAY - through relay
HTTP - through HTTP proxy
FAILED - connectivity failed
Second Connectivity Ice String ICE connectivity type used Blank values indicate the
by the second endpoint. connectivity type was not
Possible values: reported or that the media
DIRECT- Direct network path was not established.
path Example value: DIRECT
RELAY - through relay
HTTP - through HTTP proxy
FAILED - connectivity failed
First IP Address String IP address for first endpoint. Blank values indicate this
Note this dimension may data not reported by the
have too many rows to be endpoint or that the media
used as dimension in a path was not established.
report. It can be used as a Example value: 10.0.0.10
filter instead.
Second IP Address String IP address for second Blank values indicate this
endpoint. data not reported by the
Note: This dimension may endpoint or that the media
have too many rows to be path was not established.
used as dimension in a Example value: 10.0.0.10
report. It can be used as a
filter instead.
First Link Speed Bits per second Link speed in bits per Blank values indicate this
second reported by the data not reported by the
network adapter used by endpoint or that the media
the first endpoint. path was not established.
Second Link Speed Bits per second Link speed in bits per Blank values indicate this
second reported by the data not reported by the
network adapter used by endpoint or that the media
the second endpoint. path was not established.
First Port Port number Network port number used Blank values indicate this
by first endpoint for media. data not reported by the
endpoint or that the media
path was not established.
Second Port Port number Network port number used Blank values indicate this
by second endpoint for data not reported by the
media. endpoint or that the media
First Reflexive Local IP String IP address of first endpoint Blank values indicate this
as seen by the media relay data not reported by the
server. This is typically the endpoint or that the media
public internet IP address path was not established.
associated to the first Example value:
endpoint for the stream. 104.43.195.251
Second Reflexive Local IP String IP address of second Blank values indicate this
endpoint as seen by the data not reported by the
media relay server. This is endpoint or that the media
typically the public internet path was not established.
IP address associated to the Example value:
second endpoint for the 104.43.195.251
stream.
First Relay IP String IP address of the media Blank values indicate this
relay server allocated by the data not reported by the
first endpoint. endpoint or that the media
Example value:
104.43.195.251
Second Relay IP String IP address of the media Blank values indicate this
relay server allocated by the data not reported by the
second endpoint. endpoint or that the media
Example value:
104.43.195.251
First Relay Port Integer Media port allocated on the Blank values indicate this
media relay server by the data not reported by the
first endpoint. endpoint or that the media
Example value: 3478
Second Relay Port Integer Media port allocated on the Blank values indicate this
media relay server by the data not reported by the
second endpoint. endpoint or that the media
Example value: 3478
First Subnet String Subnet used for media Blank values indicate this
stream by first endpoint data not reported by the
with dashes separating each endpoint, that the media
octet. path was not established or
that the IPv6 was used.
Example value:
104.43.195.0
Second Subnet String Subnet used for media Blank values indicate this
stream by second endpoint data not reported by the
with dashes separating each endpoint, that the media
octet. path was not established or
that the IPv6 was used.
Example value:
104.43.195.0
First VPN Boolean True if the network adapter Blank values indicate this
used by first endpoint data not reported by the
indicated it was a VPN endpoint or that the media
connection, false otherwise. path was not established.
Some VPN's do not correctly Example value: True
report this data correctly.
Second VPN Boolean True if the network adapter Blank values indicate this
used by second endpoint data not reported by the
indicated it was a VPN endpoint or that the media
connection, false otherwise. path was not established.
Some VPN's do not correctly Example value: True
report this data correctly.
Applied Bandwidth Source String Identifies the source of Blank values indicate this
bandwidth applied to the data not reported by the
stream. Possible values: endpoint or that the media
Static Max path was not established.
API Modality Example value: StaticMax
API Modality_All
Api SendSide BWLimit
Preference Value
TURN
ReceiveSide TURN
API SDP Modality, Remote
RecvSide BWLimit
API ServiceQuality
API SDP
Receive SidePDP
Bandwidth Est Range (bits per second) Average estimated Blank values indicate this
bandwidth available data not reported by the
between first and second endpoint or that the media
endpoint in bits per second. path was not established.
Example value: 026:
[260000 - 270000)
Mediation Server Bypass Boolean True if the media stream Blank values indicate this
Flag bypassed the Mediation data not reported by the
Server and went straight endpoint or that the media
between client and PSTN path was not established.
Gateway/PBX, false Example value: True
otherwise.
First Cdr Connectivity Type String Identifies the ICE Blank values indicate this
connectivity path selected data not reported by the
by the first endpoint for use endpoint or that the media
for this stream. Possible path was not established.
values: Example value: OS
OS
PeerDerived
Stun
Turn
Second Cdr Connectivity String Identifies the ICE Blank values indicate this
Type connectivity path selected data not reported by the
by the second endpoint for endpoint or that the media
use for this stream. Possible path was not established.
values: Example value: OS
OS
PeerDerived
Stun
Turn
First Capture Dev String Name of the capture device Blank values indicate this
used by the first endpoint. data not reported by the
For: endpoint, that the media
Audio streams - device used path was not established, or
for the microphone that the stream was video-
Video streams - device used based screen sharing or
for the camera application sharing.
Video-based-screen-sharing Example value: Headset
streams- screen scraper Microphone (Microsoft
App sharing streams - blank LifeChat LX-6000)
Second Capture Dev String Name of the capture device Blank values indicate this
used by the second data not reported by the
endpoint. For: endpoint, that the media
for the microphone that the stream was video-
Video streams - device used based screen sharing or
for the camera application sharing.
Video-based-screen-sharing Example value: Headset
streams- screen scraper Microphone (Microsoft
First Capture Dev Driver String Name of the capture device Blank values indicate this
driver used by the first data not reported by the
endpoint in the form of endpoint, that the media
"manufacturer : version". For: path was not established, or
Audio streams - driver used that the stream was video-
for the microphone based screen sharing or
Video streams - driver used application sharing.
for the camera Example value: Microsoft:
Video-based-screen-sharing 10.0.14393.0
and app sharing streams -
blank
Second Capture Dev Driver String Name of the capture device Blank values indicate this
driver used by the second data not reported by the
endpoint in the form of endpoint, that the media
"manufacturer : version". For: path was not established, or
Audio streams - driver used that the stream was video-
for the microphone based screen sharing or
Video streams - driver used application sharing.
for the camera Example value: Microsoft:
Video-based-screen-sharing 10.0.14393.0
and app sharing streams -
blank
First Render Dev String Name of the render device Blank values indicate this
used by the first endpoint. data not reported by the
For: endpoint, that the media
for the speaker that the stream was
Video and video-based- application sharing.
screen-sharing streams - Example value: Headset
device used for the display Earphone (Microsoft
Second Render Dev String Name of the render device Blank values indicate this
used by the second data not reported by the
screen-sharing streams - Example value: Headset
device used for the display Earphone (Microsoft
First Render Dev Driver String Name of the render device Blank values indicate this
driver used by the first data not reported by the
Audio streams - driver used path was not established, or
screen-sharing streams - Example value: Microsoft:
driver used for the display 10.0.14393.0
App sharing streams - blank
Second Render Dev Driver String Name of the render device Blank values indicate this
driver used by the second data not reported by the
Audio streams - driver used path was not established, or
screen-sharing streams - Example value: Microsoft:
driver used for the display 10.0.14393.0
App sharing streams - blank
First CPU Name String Name of the CPU used by Blank values indicate this
the first endpoint. data was not reported by
the endpoint.
Example value: Contoso
CPU X11 @ 1.80GHz
Second CPU Name String Name of the CPU used by Blank values indicate this
the second endpoint. data was not reported by
the endpoint.
CPU X11 @ 1.80GHz
First CPU Number Of Cores Number of cores Number of CPU cores Blank values indicate this
available on the first data was not reported by
endpoint. the endpoint.
Example value: 8
Second CPU Number Of Number of cores Number of CPU cores Blank values indicate this
Cores available on the second data was not reported by
Example value: 8
First CPU Processor Speed CPU speed in MHz Speed in MHz of the CPU Blank values indicate this
used by the first endpoint. data was not reported by
the endpoint.
Example value: 1800
Second CPU Processor CPU speed in MHz Speed in MHz of the CPU Blank values indicate this
Speed used by the second data was not reported by
Example value: 1800
First Endpoint String Machine name reported by Blank values indicate this
the first endpoint if the data was not reported by
endpoint is a server or a the endpoint.
cloud service client. Example value:
MACHINENAME
Second Endpoint String Machine name reported by Blank values indicate this
the second endpoint if the data was not reported by
endpoint is a server or a the endpoint.
cloud service client. Example value:
MACHINENAME
First OS String Full Operating System and Blank values indicate this
architecture string reported data was not reported by
by the first endpoint. the endpoint.
Example value: Windows
10.0.14996 SP: 0.0 Type:
1(Workstation) Suite: 256
Arch: x64 WOW64: True
Second OS String Full Operating System and Blank values indicate this
architecture string reported data was not reported by
by the second endpoint. the endpoint.
10.0.14996 SP: 0.0 Type:
1(Workstation) Suite: 256
Arch: x64 WOW64: True
First OS Filtered String Operating System name and Blank values indicate either
major and minor version the endpoint does not
reported by the first report this information or
endpoint. There may be the report from this
cases where this string endpoint was not received.
contains more than the OS Example value: Windows
name and version. 10
Second OS Filtered String Operating System name and Blank values indicate either
major and minor version the endpoint does not
reported by the second report this information or
endpoint. There may be the report from this
cases where this string endpoint was not received.
contains more than the OS Example value: Windows
name and version. 10
First OS Architecture String Hardware architecture Blank values indicate either

reported by the first the endpoint does not
endpoint. report this information, the
report from this endpoint
was not received, or the
format of the architecture
wasn't recognized.
Example value:
Second OS Architecture String Hardware architecture Blank values indicate either

reported by the second the endpoint does not
endpoint. report this information, the
report from this endpoint
was not received, or the
format of the architecture
wasn't recognized.
Example value: x64
First Virtualization Flag String Flag indicating the type of Blank values indicate this
virtualization environment data not reported by the
reported by the first endpoint.
endpoint. Possible values: Example value: 0x00
"0x00" - None "
"0x01" - HyperV
"0x02" - VMWare
"0x04" - Virtual PC
"0x08" - Xen PC
Second Virtualization Flag String Flag indicating the type of Blank values indicate this
virtualization environment data not reported by the
reported by the second endpoint.
endpoint. Possible values: Example value: 0x00
"0x00" - None "
"0x01" - HyperV
"0x02" - VMWare
"0x04" - Virtual PC
"0x08" - Xen PC
First Wifi Microsoft Driver String Name of Microsoft WiFi Blank values indicate either
driver used reported by the WiFi wasn't used by the
first endpoint. Value may be endpoint or the driver
localized based on the information was not
language used by endpoint. reported.
Example value: Microsoft
Hosted Network Virtual
Adapter
Second Wifi Microsoft Driver String Name of Microsoft WiFi Blank values indicate either
driver used reported by the WiFi wasn't used by the
second endpoint. Value may endpoint or the driver
be localized based on the information was not
language used by endpoint. reported.
Example value: Microsoft
Hosted Network Virtual
Adapter
First Wifi Vendor Driver String Vendor and name of WiFi Blank values indicate either
driver reported by the first WiFi wasn't used by the
endpoint. endpoint or the driver
information was not
reported.
Example value: ontoso
Dual Band Wireless-AC
Driver
Second Wifi Vendor Driver String Vendor and name of WiFi Blank values indicate either
driver reported by the WiFi wasn't used by the
second endpoint. endpoint or the driver
information was not
reported.
Dual Band Wireless-AC
Driver
First Wifi Microsoft Driver String Version of Microsoft WiFi Blank values indicate either
Version driver reported by the first WiFi wasn't used by the
information was not
reported.
Example value:
Microsoft:10.0.14393.0
Second Wifi Microsoft Driver String Version of Microsoft WiFi Blank values indicate either
Version driver reported by the WiFi wasn't used by the
information was not
reported.
Example value:
Microsoft:10.0.14393.0
First Wifi Vendor Driver String Vendor and version of WiFi Blank values indicate either
Version driver reported by the first WiFi wasn't used by the
information was not
reported.
Example value:
Contoso:15.1.1.0
Second Wifi Vendor Driver String Vendor and version of WiFi Blank values indicate either
Version driver reported by the WiFi wasn't used by the
information was not
reported.
Example value:
Contoso:15.1.1.0
First Wifi Channel String WiFi channel used by the Blank values indicate either
first endpoint. WiFi was not used or the
channel was not reported.
Example value: 10
Second Wifi Channel String WiFi channel used by the Blank values indicate either
second endpoint. WiFi was not used or the
channel was not reported.
Example value: 10
First Wifi Radio Type String Type of WiFi radio used by Blank values indicate either
the first endpoint. HRDSSS is WiFi was not used or the
equivalent to 802.11b. WiFi type was not reported.
Example value: 802.11ac
Second Wifi Radio Type String Type of WiFi radio used by Blank values indicate either
the second endpoint. WiFi was not used or the
HRDSSS is equivalent to WiFi type was not reported.
802.11b. Example value: 802.11ac
First DNS Suffix String DNS suffix associated with Blank values indicate this
the network adapter value was not reported by
reported by the first the endpoint.
endpoint. Note this value Example value:
may be reported for any corp.contoso.com
type of network adapter.
Second DNS Suffix String DNS suffix associated with Blank values indicate this
the network adapter value was not reported by
reported by the second the endpoint.
endpoint. Note this value Example value:
may be reported for any corp.contoso.com
type of network adapter.
First Wifi Band String WiFi band used as reported Blank values indicate either
by the first endpoint. the value was not computed
by the endpoint or not
reported.
Example value: 5.0 Ghz
Second Wifi Band String WiFi band used as reported Blank values indicate either
by the second endpoint. the value was not computed
by the endpoint or not
reported.
Example value: 5.0 Ghz
First Wifi Signal Strength String WiFi signal strength in Blank values indicate either
percentage [0-100] reported the value was not computed
by the first endpoint. by the endpoint or not
reported.
Example value: 081: [90 -
100)
Second Wifi Signal Strength String WiFi signal strength in Blank values indicate either
percentage [0-100] reported the value was not computed
by the second endpoint. by the endpoint or not
reported.
100)
First Wifi Battery Charge Range (percentage) Estimated remaining battery Blank values indicate either
charge in percentage [0-99] WiFi was not used or the
reported by the first charge value was not
endpoint. Values grouped by reported.
range. 0 indicates that the Example value: 081: [90 -
device was plugged in. 100)
Second Wifi Battery Charge Range (percentage) Estimated remaining battery Blank values indicate either
charge in percentage [0-99] WiFi was not used or the
reported by the second charge value was not
endpoint. Values grouped by reported.
range. 0 indicates that the Example value: 081: [90 -
device was plugged in. 100)
Audio Degradation Avg Range (Mean opinion score Average Network Mean Blank values indicate no
0-5) Opinion Score degradation network MOS degradation
for stream. Represents how reported by endpoint
much the network loss and receiving the stream or if the
jitter has impacted the stream is not an audio
quality of received audio. stream.
Values grouped by range. Example value: 015: [0.01
- 0.02)
Jitter Range (millisecond) Average jitter for stream in Blank values indicate no
milliseconds. Values grouped jitter data reported by
by range. endpoint receiving the
stream.
Example value: 065: [2 - 3)
Jitter Max Range (millisecond) Maximum jitter for stream in Blank values indicate no
milliseconds. Values grouped jitter data reported by
stream.
Packet Loss Rate Range (ratio) Average packet loss rate for Blank values indicate no
stream. Values grouped by packet loss data reported by
range. 0.1 indicates 10% endpoint receiving the
packet loss. stream.
Example value: 015: [0.01
- 0.02)
Packet Loss Rate Max Range (ratio) Maximum packet loss rate Blank values indicate no
for stream. Values grouped packet loss data reported by
by range. 0.1 indicates 10% endpoint receiving the
packet loss. stream.
- 0.1)
Overall Avg Network MOS Range (MOS) Average Network MOS for Blank values indicate no
stream. Values grouped by network MOS degradation
range. reported by endpoint
receiving the stream or if the
stream is not an audio
stream.
Example value: 076: [4.4 -
4.5)
Ratio Concealed Samples Range (ratio) Ratio of the number of Blank values indicate this
Avg audio frames with samples value was not reported by
generated by packet loss the receiver of the stream,
concealment to the total or the stream was not an
number of audio frames. audio stream.
0.1 indicates 10% of frames - 0.02)
contained concealed
samples.
Ratio Stretched Samples Avg Range (ratio) Ratio of the number of Blank values indicate this
audio frames with samples value was not reported by
that have been stretched to the receiver of the stream or
compensate for jitter or loss the stream was not an audio
to the total number of audio stream.
frames. Values grouped by Example value: 017: [0.03
range. 0.1 indicates 10% - 0.04)
audio frames contained
stretched samples.
Round Trip Range (milliseconds) Average network Blank values indicate either
propagation round-trip time the value was not computed
computed as specified in by the endpoint or not
RFC3550 in milliseconds. reported.
Values grouped by range. Example value: 070: [15 -
20)
Round Trip Max Range (milliseconds) Maximum network Blank values indicate either
propagation round-trip time the value was not computed
computed as specified in by the endpoint or not
RFC3550 in milliseconds. reported.
Values grouped by range. Example value: 098: [350 -
375)
Network Jitter Avg Range (milliseconds) Average of network jitter in Blank values indicate either
milliseconds computed over the stream was not an audio
20 second windows during stream or that the data was
the session. Values grouped not reported by the
stream.
Video Post FECPLR Range (ratio) Packet loss rate after FEC Blank values indicate either
has been applied for the stream was not a video
aggregated across all video or video-based-screen-
streams and codecs. Values sharing stream or the data
grouped by range. was not reported by the
endpoint receiving the
stream.
0.01)
Video Local Frame Loss Range (percentage) Average percentage of video Blank values indicate either
Percentage Avg frames lost as displayed to the stream was not a video
the user. Values grouped by or video-based-screen-
range. This includes frames sharing stream or the data
recovered from network was not reported by the
losses. endpoint receiving the
stream.
85)
Recv Frame Rate Average Range (frames per second) Average frames per second Blank values indicate either
received for all video the stream was not a video
streams computed over the or video-based-screen-
duration of the session. sharing stream or the data
Values grouped by range. was not reported by the
stream.
- 15)
Low Frame Rate Call Percent Range (percentage) Percentage of time of the Blank values indicate either
call where frame rate is less the stream was not a video
than 7.5 frames per second. or video-based-screen-
Values grouped by range. sharing stream or the data
was not reported by the
stream.
- 14)
Video Packet Loss Rate Range (ratio) Average fraction of packets Blank values indicate either
lost, as specified in RFC3550, the stream was not a video
computed over the duration or video-based-screen-
of the session. Values sharing stream or the data
stream.
- 0.8)
Video Frame Rate Avg Range (frames per second) Average frames per second Blank values indicate either
received for a video stream, the stream was not a video
computed over the duration or video-based-screen-
of the session. Values sharing stream or the data
stream.
- 32)
Dynamic Capability Percent Range (percentage) Percentage of time that the Blank values indicate either
client is running < 70% the stream was not a video
expected video processing or video-based-screen-
capability for this type of sharing stream or the data
CPU grouped by range was not reported by the
stream.
25.5)
Spoiled Tile Percent Total Range (percentage) Percentage of tiles which are Blank values indicate either
discarded instead of being the stream was not an
sent to a remote peer (for application sharing stream
example, from the MCU to a or the data was not
viewer). Values grouped by reported by the endpoint
range. Discarded tiles may sending the stream.
be caused by bandwidth Example value: 140: [34 -
restrictions between client 34.5)
and server.
AppSharing Relative Range (seconds) Average relative one way Blank values indicate either
OneWay Average delay between the the stream was not an
endpoints in seconds for application sharing stream
application sharing streams. or the data was not
Values grouped by range. reported by the endpoint
sending the stream.
- 0.02)
AppSharing RDP Tile Range (milliseconds) Average latency in Blank values indicate either
Processing Latency Average milliseconds processing tiles the stream was not an
on the RDP Stack at the application sharing stream in
conferencing server. Values a conference or the data was
grouped by range. not reported by the
endpoint sending the
stream.
- 16)
Audio FEC Used Boolean True indicates that audio Blank values indicate either
forward error correction the stream was not an audio
(FEC) was used at some stream, or the data was not
point during the call. False reported by the endpoint
otherwise sending the stream.
Example value: True
ClassifiedPoorCall Boolean True if the stream was Blank values indicate the
classified as poor based on stream did not have
the metrics listed here: sufficient metrics reported
Stream Classification in Call to be classified as good or
Quality Dashboard. poor.
Example value: True
Video Poor Due To Boolean True if the stream was Blank values indicate the
VideoPostFecplr classified as poor based on endpoint did not reported
the Video Post FEC PLR this data, or the stream was
metric threshold listed here: not a video stream.
Stream Classification in Call Example value: true
Quality Dashboard. Will
always be false for non-
video streams.
Video Poor Due To Boolean True if the video stream was Blank values indicate the
VideoLocalFrameLossPercen classified as poor based on endpoint did not reported
tageAvg the Video Local Frame Loss this data, or the stream was
Percentage Avg metric not a video stream.
threshold listed here: Stream Example value:
Classification in Call Quality
Dashboard. Will always be
false for non-video streams.
Video Poor Due To Boolean True if the video stream was Blank values indicate the
VideoFrameRateAvg classified as poor based on endpoint did not reported
the Video Frame Rate Avg this data, or the stream was
metric threshold listed here: not a video stream.
video streams.
VBSS Poor Due To Boolean True if the video based- Blank values indicate the
VideoFrameRateAvg screen-sharing stream was endpoint did not reported
classified as poor based on this data, or the stream was
the Video Frame Rate Avg not a video based screen
metric threshold listed here: sharing stream.
video based-screen-sharing
streams.
VideoPostFecplr screen-sharing stream was endpoint did not reported
classified as poor based on this data, or the stream was
the Video Post Fec plr metric not a video based screen
threshold listed here: Stream sharing stream.
Classification in Call Quality Example value: true
false for non-video based-
screen-sharing streams.
VideoLocalFrameLossPercen screen-sharing stream was endpoint did not reported
tageAvg classified as poor based on this data, or the stream was
the Video Local Frame Loss not a video based screen
Percentage Avg metric sharing stream.
threshold listed here: Stream Example value: true
false for non- video based-
screen-sharing streams.
AppSharing Poor Due To Boolean True if the application Blank values indicate the
Spoiled Tile Percent Total sharing stream was classified endpoint did not reported
as poor based on the this data, or the stream was
Spoiled Tile Percent Total not an application sharing
metric threshold listed here: stream.
application sharing streams.
Relative OneWay Average sharing stream was classified endpoint did not reported
as poor based on the this data, or the stream was
Relative One Way Average not an application sharing
metric threshold listed here: stream.
application sharing streams.
RDP Tile Processing Latency sharing stream was classified endpoint did not reported
Average as poor based on the RDP this data, or the stream was
Tile Processing Latency not an application sharing
Average metric threshold stream.
listed here: Stream Example value: true
false for non-application
sharing streams.
Audio Poor Due To Jitter Boolean True if the audio stream was Blank values indicate the
classified as poor based on endpoint did not reported
the Jitter metric threshold this data, or the stream was
listed here: Stream not an audio sharing stream.
false for non-audio streams.
Audio Poor Due To Boolean True if the audio stream was Blank values indicate the
RoundTrip classified as poor based on endpoint did not reported
the Round Trip metric this data, or the stream was
threshold listed here: Stream not an audio sharing stream.
Audio Poor Due To Packet Boolean True if the audio stream was Blank values indicate the
Loss classified as poor based on endpoint did not reported
the Packet Loss metric this data, or the stream was
Degradation classified as poor based on endpoint did not reported
the Degradation metric this data, or the stream was
Concealed Ratio classified as poor based on endpoint did not reported
the Concealed Ratio metric this data, or the stream was
Unclassified Boolean 0 if the stream has sufficient Example value: 1

data to be classified as good
or poor. 1 otherwise.
OnePercent PacketLoss Boolean 1 if packet loss exceeded 1%, Example value: 1

0 otherwise.
Poor Reason Flags List of flags that identify why Blank values indicate the
the stream was marked as stream was not classified as
poor. There may be multiple poor.
flags set since there may be Example value:
multiple reasons why the ConcealedRatio
stream was marked as Poor.
Refer to Stream
Dashboard for details.
Possible values:
Concealed Ratio
Degradation
Jitter
Packet Loss
Round Trip
Video Frame Rate Avg
Video Local Frame Loss
Percentage Avg
Video Post Fec plr
RDP Tile Processing Latency
Average
Relative OneWay Average
Spoiled Tile Percent Total
Poor Boolean 1 if the stream has sufficient Example value: 1

or poor and stream is
classified as poor 0
otherwise.
Good Boolean 1 if the stream has sufficient Example value: 1

or poor and stream is
classified as good. 0
otherwise.
First Feedback Rating User rating (1-5) Rating of the call associated Blank values indicate no
with the stream by the first survey was shown to the
endpoint on 1-5 scale (5 = first endpoint.
excellent). 0 indicates the Example value: 5
user was shown the call
rating survey but did not
rate their experience.
Second Feedback Rating User rating (1-5) Rating of the call associated Blank values indicate no
with the stream by the survey was shown to the
second endpoint on 1-5 second endpoint.
scale (5 = excellent). 0 Example value: 5
indicates the user was
shown the call rating survey
but did not rate their
experience.
First Feedback Tokens String String containing list of Blank values indicate no
feedback tokens with feedback was provided by
boolean flag indicating if the user of the first
token was set by the user endpoint.
providing feedback from the Example value:
first endpoint. {DistortedSpeech:1;
ElectronicFeedback:1;
BackgroundNoise:1;
MuffledSpeech:1; Echo:1;}
Second Feedback Tokens String String containing list of Blank values indicate no
feedback tokens with feedback was provided by
boolean flag indicating if the user of the second
token was set by the user endpoint.
providing feedback from the Example value:
second endpoint. {DistortedSpeech:1;
ElectronicFeedback:1;
BackgroundNoise:1;
MuffledSpeech:1; Echo:1;}
First Feedback Has Audio Boolean True if feedback tokens from Example value: false
Issue first endpoint indicate
stream had an audio issue,
false otherwise.
Second Feedback Has Audio Boolean True if feedback tokens from Example value: false
Issue second endpoint indicate
stream had an audio issue,
false otherwise.
First Feedback Has Video Boolean True if feedback tokens from Example value: false
Issue first endpoint indicate
stream had a video issue,
false otherwise.
Second Feedback Has Video Boolean True if feedback tokens from Example value: false
Issue second endpoint indicate
stream had a video issue,
false otherwise.
First Echo Event Causes Flags Flags that indicate the Blank values indicate non-
reasons the audio stream, or no event
DeviceEchoEvent was raised causes reported by first
on the first endpoint. There endpoint.
may be multiple flags for a Example value:
single stream. Flags include: BAD_TIMESTAMP
BAD_TIMESTAMP - audio
sample timestamps from
capture or render device
used were poor quality
POSTAEC_ECHO - high level
of echo remained after echo
cancellation
MIC_CLIPPING - signal level
from capture device had
significant instances of
maximum signal level
EVENT_ANLP - audio
samples from capture
contain high noise.
Second Echo Event Causes Flags Flags that indicate the Blank values indicate non-
reasons the audio stream, or no event
DeviceEchoEvent was raised causes reported by first
on the second endpoint. endpoint.
There may be multiple flags Example value:
for a single stream. Flags BAD_TIMESTAMP
include:
BAD_TIMESTAMP - audio
sample timestamps from
capture or render device
used were poor quality
POSTAEC_ECHO - high level
of echo remained after echo
cancellation
MIC_CLIPPING - signal level
from capture device had
significant instances of
maximum signal level
EVENT_ANLP - audio
samples from capture
contain high noise.
First Echo Percent Mic In Range (percentage) Percentage of time when Blank values indicate non-
echo is detected in the audio audio stream, or data not
from the capture or reported by first endpoint.
microphone device prior to Example value: 068: [5 -
echo cancellation by the first 10)
endpoint. Values grouped by
range.
Second Echo Percent Mic In Range (percentage) Percentage of time when Blank values indicate non-
from the capture or reported by second
microphone device prior to endpoint.
echo cancellation by the Example value: 068: [5 -
second endpoint. Values 10)
grouped by range.
First Echo Percent Send Range (percentage) Percentage of time when Blank values indicate non-
from the capture or reported by first endpoint.
microphone device after Example value: 068: [5 -
echo cancellation by the first 10)
endpoint. Values grouped by
range.
Second Echo Percent Send Range (percentage) Percentage of time when Blank values indicate non-
from the capture or reported by second
microphone device after endpoint.
echo cancellation by the Example value: 068: [5 -
second endpoint. Values 10)
grouped by range.
First Send Signal Level Range (dB decibels) Average energy level of sent Blank values indicate non-
audio for audio classified as audio stream, or data not
mono speech, or left channel reported by first endpoint.
of stereo speech by the first Example value: 055: [-15 -
endpoint. Values grouped by -10)
range.
Second Send Signal Level Range (dB decibels) Average energy level of sent Blank values indicate non-
mono speech, or left channel reported by second
of stereo speech by the endpoint.
second endpoint. Values Example value: 055: [-15 -
grouped by range. -10)
First Recv Signal Level Range (dB decibels) Average energy level of Blank values indicate non-
received audio for audio audio stream, or data not
classified as mono speech, or reported by first endpoint.
left channel of stereo speech Example value: 056: [-10 -
by the first endpoint. Values -5)
grouped by range.
Second Recv Signal Level Range (dB decibels) Average energy level of Blank values indicate non-
classified as mono speech, or reported by second
left channel of stereo speech endpoint.
by the second endpoint. Example value: 056: [-10 -
Values grouped by range. -5)
First Send Noise Level Range (dB decibels) Average energy level of sent Blank values indicate non-
mono noise or left channel reported by first endpoint.
of stereo noise by the first Example value: 048: [-50 -
endpoint. Values grouped by -45)
range.
Second Send Noise Level Range (dB decibels) Average energy level of sent Blank values indicate non-
mono noise or left channel reported by second
of stereo noise by the endpoint.
second endpoint. Values Example value: 048: [-50 -
grouped by range. -45)
First Recv Noise Level Range (dB decibels) Average energy level of Blank values indicate non-
classified as mono noise or reported by first endpoint.
left channel of stereo noise Example value: 048: [-50 -
by the first endpoint. Values -45)
grouped by range.
Second Recv Noise Level Range (dB decibels) Average energy level of Blank values indicate non-
classified as mono noise or reported by second
left channel of stereo noise endpoint.
by the second endpoint. Example value: 048: [-50 -
Values grouped by range. -45)
First Network Send Quality Range (ratio) Fraction of the call that the Blank values indicate non-
Event Ratio first endpoint detected the audio stream, or data not
network was causing poor reported by first endpoint.
quality of the audio sent. Example value: 015: [0.01
Values grouped by range. - 0.02)
Second Network Send Range (ratio) Fraction of the call that the Blank values indicate non-
Quality Event Ratio second endpoint detected audio stream, or data not
the network was causing reported by second
poor quality of the audio endpoint.
sent. Values grouped by Example value: 015: [0.01
range. - 0.02)
First Network Receive Range (ratio) Fraction of the call that the Blank values indicate non-
Quality Event Ratio first endpoint detected the audio stream, or data not
network was causing poor reported by first endpoint.
quality of the audio received. Example value: 015: [0.01
Second Network Receive Range (ratio) Fraction of the call that the Blank values indicate non-
Quality Event Ratio second endpoint detected audio stream, or data not
the network was causing reported by second
received. Values grouped by Example value: 015: [0.01
range. - 0.02)
First Network Delay Event Range (ratio) Fraction of the call that the Blank values indicate non-
Ratio first endpoint detected the audio stream, or data not
network delay was reported by first endpoint.
significant enough to impact Example value: 016: [0.02
the ability to have real-time - 0.03)
two-way communication.
Values grouped by range.
Second Network Delay Range (ratio) Fraction of the call that the Blank values indicate non-
Event Ratio second endpoint detected audio stream, or data not
the network delay was reported by second
significant enough to impact endpoint.
the ability to have real-time Example value: 016: [0.02
two-way communication. - 0.03)
First Network Bandwidth Range (ratio) Fraction of the call that the Blank values indicate non-
Low Event Ratio first endpoint detected the audio stream, or data not
available bandwidth or reported by first endpoint.
bandwidth policy was low Example value: 016: [0.02
enough to cause poor - 0.03)
quality of the audio sent.
Second Network Bandwidth Range (ratio) Fraction of the call that the Blank values indicate non-
Low Event Ratio second endpoint detected audio stream, or data not
the available bandwidth or reported by second
bandwidth policy was low endpoint.
enough to cause poor Example value: 016: [0.02
quality of the audio sent. - 0.03)
First CPU Insufficient Event Range (ratio) Fraction of the call that the Blank values indicate non-
Ratio first endpoint detected the audio stream, or data not
CPU resources available reported by first endpoint.
were insufficient and caused Example value: 016: [0.02
poor quality of the audio - 0.03)
sent and received. Values
grouped by range.
Second CPU Insufficient Range (ratio) Fraction of the call that the Blank values indicate non-
the CPU resources available reported by second
were insufficient and caused endpoint.
poor quality of the audio Example value: 016: [0.02
sent and received. Values - 0.03)
grouped by range.
First Device Half Duplex AEC Range (ratio) Fraction of the call that the Blank values indicate non-
Event Ratio first endpoint detected audio stream, or data not
issues and operated the reported by first endpoint.
acoustic echo canceller in Example value: 016: [0.02
half-duplex mode, which - 0.03)
impacted the ability to have
real-time two-way
communication. Values
grouped by range.
Second Device Half Duplex Range (ratio) Fraction of the call that the Blank values indicate non-
AEC Event Ratio second endpoint detected audio stream, or data not
issues and operated the reported by second
acoustic echo canceller in endpoint.
half-duplex mode, which Example value: 016: [0.02
impacted the ability to have - 0.03)
real-time two-way
communication. Values
grouped by range.
First Device Render Not Range (ratio) Fraction of the call that the Blank values indicate non-
Functioning Event Ratio first endpoint detected the audio stream, or data not
render device was not reported by first endpoint.
working properly. Values Example value: 016: [0.02
grouped by range. - 0.03)
Second Device Render Not Range (ratio) Fraction of the call that the Blank values indicate non-
Functioning Event Ratio second endpoint detected audio stream, or data not
the render device was not reported by second
working properly. Values endpoint.
grouped by range. Example value: 016: [0.02
- 0.03)
First Device Capture Not Range (ratio) Fraction of the call that the Blank values indicate non-
Functioning Event Ratio first endpoint detected the audio stream, or data not
capture device was not reported by first endpoint.
working properly. Values Example value: 016: [0.02
Second Device Capture Not Range (ratio) Fraction of the call that the Blank values indicate non-
Functioning Event Ratio second endpoint detected audio stream, or data not
the capture device was not reported by second
working properly. Values endpoint.
- 0.03)
First Device Glitches Event Range (ratio) Fraction of the call that the Blank values indicate non-
Ratio first endpoint detected audio stream, or data not
glitches or gaps in the audio reported by first endpoint.
played or captured that Example value: 016: [0.02
caused poor quality of the - 0.03)
audio being sent or received.
Second Device Glitches Range (ratio) Fraction of the call that the Blank values indicate non-
glitches or gaps in the audio reported by second
played or captured that endpoint.
caused poor quality of the Example value: 016: [0.02
audio being sent or received. - 0.03)
First Device Low SNR Event Range (ratio) Fraction of the call that the Blank values indicate non-
Ratio first endpoint detected low audio stream, or data not
speech to noise level that reported by first endpoint.
audio being sent. Values - 0.03)
grouped by range.
Second Device Low SNR Range (ratio) Fraction of the call that the Blank values indicate non-
low speech to noise level reported by second
that caused poor quality of endpoint.
the audio being sent. Values Example value: 016: [0.02
First Device Low Speech Range (ratio) Fraction of the call that the Blank values indicate non-
Level Event Ratio first endpoint detected low audio stream, or data not
speech level that caused reported by first endpoint.
poor quality of the audio Example value: 016: [0.02
being sent. Values grouped - 0.03)
by range.
Second Device Low Speech Range (ratio) Fraction of the call that the Blank values indicate non-
Level Event Ratio second endpoint detected audio stream, or data not
low speech level that caused reported by second
being sent. Values grouped Example value: 016: [0.02
by range. - 0.03)
First Device Clipping Event Range (ratio) Fraction of the call that the Blank values indicate non-
Ratio first endpoint detected audio stream, or data not
clipping in the captured reported by first endpoint.
audio that caused poor Example value: 016: [0.02
quality of the audio being - 0.03)
sent. Values grouped by
range.
Second Device Clipping range (ratio) Fraction of the call that the Blank values indicate non-
clipping in the captured reported by second
audio that caused poor endpoint.
quality of the audio being Example value: 016: [0.02
sent. Values grouped by - 0.03)
range.
First Device Echo Event Range (ratio) Fraction of the call that the Blank values indicate non-
Ratio first endpoint detected echo audio stream, or data not
that caused poor quality of reported by first endpoint.
the audio being sent. Values Example value: 016: [0.02
Second Device Echo Event Range (ratio) Fraction of the call that the Blank values indicate non-
Ratio second endpoint detected audio stream, or data not
echo that caused poor reported by second
quality of the audio being endpoint.
sent. Values grouped by Example value: 016: [0.02
range. - 0.03)
First Device Near End To Range (ratio) Fraction of the call that the Blank values indicate non-
Echo Ratio Event Ratio first endpoint detected a audio stream, or data not
ratio of the near end signal reported by first endpoint.
level to the echo level that Example value: 016: [0.02
caused poor quality of the - 0.03)
audio being sent. Values
grouped by range.
Second Device Near End To Range (ratio) Fraction of the call that the Blank values indicate non-
Echo Ratio Event Ratio second endpoint detected a audio stream, or data not
ratio of the near end signal reported by second
level to the echo level that endpoint.
audio being sent. Values - 0.03)
grouped by range.
First Device Render Zero Range (ratio) Fraction of the call that first Blank values indicate non-
Volume Event Ratio endpoint detected device audio stream, or data not
render volume is set to 0. reported by first endpoint.
- 0.03)
Second Device Render Zero Range (ratio) Fraction of the call that Blank values indicate non-
Volume Event Ratio second endpoint detected audio stream, or data not
device render volume is set reported by second
to 0. Values grouped by endpoint.
range. Example value: 016: [0.02
- 0.03)
First Device Render Mute Range (ratio) Fraction of the call that first Blank values indicate non-
Event Ratio endpoint detected device audio stream, or data not
render is muted. Values reported by first endpoint.
- 0.03)
Second Device Render Mute Range (ratio) Fraction of the call that Blank values indicate non-
device render is muted. reported by second
Values grouped by range. endpoint.
- 0.03)
First Device Multiple Range (ratio) Number of times during the Blank values indicate non-
Endpoints Event Count call that the first endpoint audio stream, or data not
detected multiple endpoints reported by first endpoint.
in the same room or Example value: 016: [0.02
acoustic environment. - 0.03)
Second Device Multiple Range (ratio) Number of times during the Blank values indicate non-
Endpoints Event Count call that the second audio stream, or data not
endpoint detected multiple reported by second
endpoints in the same room endpoint.
or acoustic environment. Example value: 016: [0.02
First Device Howling Event Range (ratio) Number of times during the Blank values indicate non-
Count call that the first endpoint audio stream, or data not
detected two or more reported by first endpoint.
endpoints in the same room Example value: 016: [0.02
or acoustic environment - 0.03)
that caused poor quality
audio in the form of howling
or screeching audio. Values
grouped by range.
Second Device Howling Range (ratio) Number of times during the Blank values indicate non-
Event Count call that the second audio stream, or data not
endpoint detected two or reported by second
more endpoints in the same endpoint.
room or acoustic Example value: 016: [0.02
environment that caused - 0.03)
poor quality audio in the
form of howling or
screeching audio. Values
grouped by range.
Error Report Sender String Indicates which endpoint Blank values indicate no call
sent the call error report for error report was sent.
the stream. This report Example value: First
contains additional
telemetry and may indicate
call setup or call drop issue
with the call.
Is Media Error String Indicates if the call error Blank values indicate no call
report for the stream was a error report was sent.
media level error or not. This Example value: True
report contains additional
telemetry and may indicate
call setup or call drop issue
with the call.
Media Failure Type String The type of media failure Blank values indicate no call
associated with the stream. error report was sent.
Possible values are: Example value: Midcall
Midcall
CallSetup
NotMediaFailure.
Rtp Rtcp Mux Boolean True indicates that RTP and Blank values indicate this
RTCP were multiplexed on data not reported by the
the same ports. False endpoint.
otherwise. Example value: True
Stun Version Integer Version of STUN protocol Blank values indicate this
used for establishing the call. data not reported by the
endpoint.
Example value: 2
Media Relay String IP address for Media relay(s) Blank values indicate this
used for the session. May data was not reported by
report a pair of relay the endpoints.
separated by a '+' if the Example value: "13.107.8.2
stream. + 13.107.8.2"
Call Setup Failure Reason Enumeration Classification of why media Blank values indicate call set
connection could not be up did not fail due to a
established for a call. known media issue.
Possible values: Example value: Missing FW
Missing FW Deep Packet IP Block Exemption Rule
Inspection Exemption Rule -
indicates that network
equipment along the path
likely prevented the media
path from being established
due to deep packet
inspection rules. This may be
due to proxy or firewall rules
not being correctly
configured.
Missing FW IP Block
Exemption Rule - indicates
that network equipment
along the path likely
prevented the media path
from being established to
the Office 365 network. This
may be due to proxy or
firewall rules not being
correctly configured to allow
access to IP addresses and
ports used for Skype for
Business traffic.
Other - indicates the media
path for the call could not
be established but the root
cause could not be classified.
Not Media Failure - indicates
no issue was detected with
the establishment of the
media path.
Is Anonymous Join Session Boolean True if user joining Blank values indicate no
conference was anonymous, data to determine if user
False otherwise. was joined anonymously or
not.
Example value: True
Has Media Diag Blob Boolean True if session had media Blank values indicate some
diagnostics data, False signaling data was not
otherwise. collected for this stream.
Example value: True
Used Dns Resolve Cache Boolean True if endpoint used DNS Blank values indicate this
cache to resolve media relay data was not reported by
address, False otherwise. the endpoint.
Example value: False
Network Connection Detail Enumerated pair Pair of network connection Blank values in enumeration
Pair detail for the first and indicate endpoint network
second endpoint. Possible connectivity type was
values: unknown. This may happen
wifi : wifi if the call could not be
wifi : wired established.
Wired : wifi Example value: Wired :
Wired : Wired Wired
MobileBB : MobileBB
MobileBB : Other
MobileBB : Tunnel
MobileBB : wifi
MobileBB : Wired
Other : Other
Other : wifi
Other : Wired
Tunnel : Tunnel
Tunnel : wifi
Tunnel : Wired
: MobileBB
: Other
: Tunnel
: wifi
: Wired
:
User Agent Category Pair Enumerated pair Pair of User Agent Category Blank values in enumeration
for first and second indicate endpoint user agent
endpoint. was not a known type.
Example value: AV-MCU :
OC
Is Server Pair Enumerated pair Pair of identification of first no Blank values

and second endpoints as Example value: Client :
either Client or Server. Server
Possible values are: Client :
Client, Client : Server, Server
: Server.
Connectivity Ice Pair Enumerated pair Pair of type of ICE Blank values in enumeration
connectivity used by each indicate ICE connectivity
endpoint. Possible values: used by endpoint was not
DIRECT : DIRECT known or reported.
DIRECT : FAILED Example value: DIRECT :
DIRECT : HTTP RELAY
FAILED : FAILED
FAILED : RELAY
HTTP : RELAY
:
: DIRECT
: FAILED
: HTTP
: RELAY
OS Pair Enumerated pair Pair of the OS name and Blank values in enumeration
version for first and second indicate OS name could not
endpoint. be parsed or was not
reported by endpoint.
10 : Windows 10
Tenant Id Pair Enumerated pair Pair of the tenant ids for first Blank values in enumeration
and second endpoint. indicate the tenant identifier
could not be determined.
This may happen if endpoint
is signed in to an on-
premise Skype for Business
Server deployment.
- 0000 - 0000 - 0000 -
000000000000 : 00000000
- 0000 - 0000 - 0000 -
000000000000
Building Name Pair Enumerated pair Pair of the building name for Blank values in enumeration
the first and second indicate the building name
endpoint. for an endpoint could not be
determined. This could be
because the endpoint is
located outside the
corporate network, or is
accessing the network from
a site without a subnet
mapping.
Example value: Main
Building : Branch Site
Building
Inside Corp Pair Enumerated pair Pair showing if the Example value: Inside :
endpoints were located Inside
inside or outside the
corporate network based on
the subnet mapping.
Possible values:
Inside : Inside
Inside : Outside
Outside : Outside
Scenario Pair Enumerated pair Pair showing if the Blank values in enumeration
endpoints were located indicate the network
inside or outside the connectivity type was
corporate network based on unknown for either or both
the subnet mapping and the endpoints.
network connection detail. Example value: Client-
Note: The pairs are Inside--Client-Inside-wifi
separated by '--'.
Is Teams Boolean True indicates that the first Example value: True
or second user agent for the
stream is a Microsoft Teams
endpoint.
False indicates the user
agents are Skype for
Business endpoints.
Notes on dimension data type/units:

Range
Dimensions that are provided as range or group of values are shown using the following format:
<sort order string> [<lower bound inclusive> - <upper bound exclusive>)
For example, the Duration (Minutes) dimension represents the call duration in seconds with the value reported as
a range of values.
Duration (Minutes) How to interpret
062: [0 - 0) Stream duration = 0 minutes
064: [1 - 2) 1 minute < = stream duration < 2 minutes
065: [2 - 3) 2 minutes < = stream duration < 3 minutes
066: [3 - 4) 3 minutes < = stream duration < 4 minutes
… …
The is used to control the sort order when presenting the data and can be used for filtering. For example, a filter
on Duration (Minutes) < "065", would show streams with duration less than 2 minutes (The leading '0' is needed
for the filter to work as expected).
NOTE
The actual value of the sort order string isn't significant.
Enumeration pair
Dimensions that are provided as an enumeration pair are shown using the following format:
<enumeration value from one end point> : <enumeration value from the other endpoint>
The ordering of the enumeration values is consistent but doesn't reflect ordering of the first or second endpoints.
For example, the Network Connection Detail Pair shows the Network Connection Detail values for the two
endpoints:
Network Connection Detail Pair How to interpret
Wired : Wired First and second endpoints both used wired ethernet
connections.
Wired : wifi First endpoint used wired ethernet connection and second
endpoint used Wi-Fi connection, or the second endpoint used
wired ethernet connection and first endpoint used Wi-Fi
connection.
: wifi First endpoint used a WiFi connection and the network

connection used by the second endpoint is unknown, or the
second endpoint used a WiFi connection and the network
connection used by the first endpoint is unknown.
… …
Blank values
The table above lists possible reasons why a dimension may be blank. Many dimensions and measures will be
blank if the QoE Record Available dimension is false. This typically occurs when the call wasn't successfully
established.
Measures
The following table lists the measures currently available in Call Quality Dashboard (CQD ):
Measure Name Units Description
Total Stream Count Number of streams Number media streams regardless of

type of media.
Audio Stream Count Number of streams Number of audio streams.
AppSharing Stream Count Number of streams Number of RDP based application

sharing streams.
Video Stream Count Number of streams Number of video streams.
VBSS Stream Count Number of streams Number of video-based-screen sharing

streams.
Audio Poor Stream Count Number of streams Number of audio streams classified as
poor based on network metrics listed
here: Stream Classification in Call
Quality Dashboard.
Audio Good Stream Count Number of streams Number of audio streams classified as
good based on network metrics listed
Quality Dashboard.
Audio Unclassified Stream Count Number of streams Number of audio streams that did not
have sufficient data to be classified as
good or poor based on network metrics
listed here: Stream Classification in Call
Quality Dashboard.
Audio Poor Percentage Percentage Percentage of all audio streams that

were classified as poor based on
network metrics listed here: Stream
Classification in Call Quality Dashboard.
Audio OnePercent PacketLoss Count Number of streams Number of audio streams with packet
loss greater than 1%.
Audio OnePercent PacketLoss Percentage Percentage of all audio streams with

Percentage packet loss greater than 1%.
Audio Poor Due To Jitter Count Number of streams Number of audio streams where the
jitter metric exceeds thresholds listed
Quality Dashboard.
Audio Poor Due To PacketLoss Count Number of streams Number of audio streams where the
packet loss metric exceeds thresholds
Quality Dashboard
Audio Poor Due To Degradation Count Number of streams Number of audio streams where the
degradation metric exceeds thresholds
Quality Dashboard.
Audio Poor Due To RoundTrip Count Number of streams Number of audio streams where the
round trip exceeds thresholds listed
Quality Dashboard.
Audio Poor Due To ConcealedRatio Number of streams Number of audio streams where the
Count concealed ratio exceeds thresholds
Quality Dashboard.
AppSharing Poor Due To Number of streams Number of application sharing streams

SpoiledTilePercentTotal Count where the spoiled tile percent total
metric exceeds thresholds listed here:
Stream Classification in Call Quality
Dashboard.

RelativeOneWayAverage Count where the spoiled tile percent total
metric exceeds thresholds listed here:
Dashboard.

RDPTileProcessingLatencyAverage where the RDP tile processing latency
Count average exceeds thresholds listed here:
Dashboard.
Video Poor Due To VideoPostFecplr Number of streams Number of video streams where the
Count Video Post Fec plr exceeds thresholds
Quality Dashboard.
Video Poor Due To Number of streams Number of video streams where the
VideoLocalFrameLossPercentageAvg Video Local Frame Loss Percentage Avg
Count exceeds thresholds listed here: Stream
Video Poor Due To VideoFrameRateAvg Number of streams Number of Video streams where the
Count Video Frame Rate Avg exceeds
thresholds listed here: Stream
VBSS Poor Due To VideoFrameRateAvg Number of streams Number of video-based-screen-sharing

Count streams where the Video Frame Rate
Avg exceeds thresholds listed here:
Dashboard.
VBSS Poor Due To VideoPostFecplr Number of streams Number of video-based-screen-sharing
Count streams where the Video Post Fec plr
exceeds thresholds listed here: Stream
VBSS Poor Due To Number of streams Number of video-based-screen-sharing

VideoLocalFrameLossPercentageAvg streams where the Video Local Frame
Count Loss Percentage Avg exceeds
thresholds listed here: Stream
Video Poor Stream Count Number of streams Number of video streams classified as
poor based on network metrics listed
here Stream Classification in Call
Quality Dashboard.
Video Good Stream Count Number of streams Number of video streams classified as
good based on network metrics listed
Quality Dashboard.
Video Unclassified Stream Count Number of streams Number of video streams that did not
have sufficient data to be classified as
good or poor based on network metrics
Quality Dashboard.
Video Poor Percentage Percentage Percentage of total video streams that

were classified as poor based on
network metrics listed here Stream
AppSharing Poor Stream Count Number of streams Number of application sharing streams
classified as poor based on network
metrics listed here: Stream Classification
in Call Quality Dashboard.
AppSharing Good Stream Count Number of streams Number of application sharing streams
classified as good based on network
AppSharing Unclassified Stream Count Number of streams Number of application sharing streams
that did not have sufficient data to be
classified as good or poor based on
AppSharing Poor Percentage Percentage Percentage of total application sharing

streams that were classified as poor
based on network metrics listed here:
Dashboard.
VBSS Poor Stream Count Number of streams Number of video-based-screen-sharing

streams classified as poor based on
VBSS Good Stream Count Number of streams Number of video-based-screen-sharing
streams classified as good based on
VBSS Unclassified Stream Count Number of streams Number of video-based-screen-sharing

streams that did not have sufficient
data to be classified as good or poor
based on network metrics listed here:
Dashboard.
VBSS Poor Percentage Percentage Percentage of total video-based-

screen-sharing streams that classified
as poor based on network metrics listed
Quality Dashboard.
Avg Call Duration Seconds Average duration of streams in

seconds.
First Feedback Rating Avg User rating (1-5) Average rating of streams reported by
the user using the first endpoint. Calls
are rated from 1-5 and the rating is
applied to all streams of the call.
Second Feedback Rating Avg User rating (1-5) Average rating of streams reported by
the user using the second endpoint.
Calls are rated from 1-5 and the rating
is applied to all streams of the call.
First Feedback Rating Count Number of rated streams Number of streams rated by the user
using the first endpoint. Calls are rated
from 1-5 and the rating is applied to all
streams of the call.
Second Feedback Rating Count Number of rated streams Number of streams rated by the user
using the second endpoint. Calls are
rated from 1-5 and the rating is applied
to all streams of the call.
First Feedback Rating Poor Count Number of rated streams Number of streams rated by the user
using the first endpoint as either 1 or 2.
Calls are rated from 1-5 and the rating
is applied to all streams of the call.
Second Feedback Rating Poor Count Number of rated streams Number of streams rated by the user
using the second endpoint as either 1
or 2. Calls are rated from 1-5 and the
rating is applied to all streams of the
call.
First Feedback Rating Poor Percentage Number of rated streams Percentage of all rated streams that
were rated by the user using the first
endpoint as either 1 or 2. Calls are
rated from 1-5 and the rating is applied
to all streams of the call.
Second Feedback Rating Poor Number of rated streams Percentage of all rated streams that
Percentage were rated by the user using the
second endpoint as either 1 or 2. Calls
are rated from 1-5 and the rating is
applied to all streams of the call.
First Feedback Token Audio Issue Number rated streams Number of streams where user using
Count the first endpoint indicated an issue
with audio.
Second Feedback Token Audio Issue Number rated streams Number of streams where user using
Count the second endpoint indicated an issue
with audio.
First Feedback Token Video Issue Count Number of rated streams Number of streams where user using
the first endpoint indicated an issue
with video.
Second Feedback Token Video Issue Number of rated streams Number of streams where user using
Count the second endpoint indicated an issue
with video.
Audio SLA Good Call Count Number of calls Number of audio calls within scope of
the Skype for Business Voice Quality
SLA (Volume Licensing for Microsoft
Products and Online Services) classified
as meeting the network performance
targets.
Audio SLA Poor Call Count Number of calls Number of audio calls within scope of
Products and Online Services) classified
as not meeting the network
performance targets.
Audio SLA Call Count Number of calls Number of audio calls within scope of
Products and Online Services).
Audio SLA Good Call Percentage Percentage Percentage of audio calls within scope
of the Skype for Business Voice Quality
Products and Online Services) that were
classified as meeting the network
performance targets.
Audio Good Call Stream Count Number of streams Number of audio streams where both
audio streams in the call (call-leg) are
not classified as poor based on network
Audio Poor Call Stream Count Number of streams Number of audio streams where at
least one audio stream in the call (call-
leg) was classified as poor based on
Audio Unclassified Call Stream Count Number of streams Number of audio streams where both
audio streams in the call (call-leg) could
not be classified due to missing
network metrics.
Audio Poor Call Percentage Percentage Percentage of all audio streams where
at least one audio stream in the call
(call-leg) was classified as poor based
on network metrics listed here: Stream
Avg First Echo Percent Mic In Percentage Average percentage of time during the
stream that the first endpoints detected
echo in the audio from the capture or
microphone device prior to echo
cancellation.
Avg Second Echo Percent Mic In Percentage Average percentage of time during the
stream that the second endpoints
detected echo in the audio from the
capture or microphone device prior to
echo cancellation.
Avg First Echo Percent Send Percentage Average percentage of time during the
stream that the first endpoints detected
echo in the audio from the capture or
microphone device after echo
cancellation.
Avg Second Echo Percent Send Percentage Average percentage of time during the
stream that the second endpoints
detected echo in the audio from the
capture or microphone device after
echo cancellation.
Avg First Audio Send Signal Level Decibels Average energy level of sent audio for
audio classified as mono speech, or left
channel of stereo speech sent by first
endpoints.
Avg Second Audio Send Signal Level Decibels Average energy level of sent audio for
audio classified as mono speech, or left
channel of stereo speech sent by
second endpoints.
Avg First Audio Recv Signal Level Decibels Average energy level of received audio
for audio classified as mono speech, or
left channel of stereo speech by the first
endpoints.
Avg Second Audio Recv Signal Level Decibels Average energy level of received audio
for audio classified as mono speech, or
left channel of stereo speech by the
second endpoints.
Avg First Audio Send Noise Level Decibels Average energy level of sent audio for
audio classified as mono noise or left
channel of stereo noise by the first
endpoints.
Avg Second Audio Send Noise Level Decibels Average energy level of sent audio for
audio classified as mono noise or left
channel of stereo noise by the second
endpoints.
Avg First Audio Recv Noise Level Decibels Average energy level of received audio
for audio classified as mono noise or
left channel of stereo noise by the first
endpoints.
Avg Second Audio Recv Noise Level Decibels Average energy level of received audio
for audio classified as mono noise or
left channel of stereo noise by the
second endpoints.
First Audio Echo BAD_TIMESTAMP Number of streams Number of streams where the echo was
Count caused by bad device timestamps from
the first endpoints that limited echo
cancellation in audio sent.
First Audio Echo POSTAEC_ECHO Number of streams Number of streams where the high
Count echo was detected after echo
cancellation for audio sent by the first
endpoints.
First Audio Echo EVENT_ANLP Count Number of streams Number of streams where the first
endpoints detected noise in the
captured audio that limited echo
First Audio Echo EVENT_DNLP Count Number of streams Number of streams where the first
First Audio Echo MIC_CLIPPING Count Number of streams Number of streams where the first
endpoints detected clipping in the
First Audio Echo BAD_STATE Count Number of streams Number of streams where the first
endpoints detected issues with the
internal state that limited echo
Second Audio Echo BAD_TIMESTAMP Number of streams Number of streams where the echo was
Count caused by bad device timestamps from
the second endpoints that limited echo
Second Audio Echo POSTAEC_ECHO Number of streams Number of streams where the high
Count echo was detected after echo
cancellation for audio sent by the
second endpoints.
Second Audio Echo EVENT_ANLP Count Number of streams Number of streams where the second
Second Audio Echo EVENT_DNLP Number of streams Number of streams where the second
Count endpoints detected noise in the
Second Audio Echo MIC_CLIPPING Number of streams Number of streams where the second
Count endpoints detected clipping in the
Second Audio Echo BAD_STATE Count Number of streams Number of streams where the second
endpoints detected issues with the
internal state that limited echo
Total Call Setup Failed Stream Count Number of streams Number of streams where media path
could not be established between the
endpoints at the start of the call.
Total Call Dropped Stream Count Number of streams Number of streams where media path
did not terminate normally.
Total Media Failed Stream Count Number of streams Number of streams where either media
path could not be established or did
not terminate normally.
Total Media Succeeded Stream Count Number of streams Number of streams where media path
was established and terminated
normally.
Total Call Setup Succeeded Stream number of streams Number of streams where media path
Count could be established between the
endpoints at the start of the call.
Total Call Setup Failure Percentage Percentage Percentage of all streams where media
path could not be established between
the endpoints at the start of the call.
Total Call Dropped Failure Percentage Percentage Percentage of successfully established

streams where media path did not
terminate normally.
Total Answer Seizure Ratio Ratio Ratio of calls with duration less than 5
seconds over the total number of calls.
Total Short Call Percentage Percentage Percentage of total calls less than 1
minutes long.
Total Media Failure Percentage Percentage Percentage of all streams where either
media path could not be established or
did not terminate normally.
Avg Audio Degradation Mean Opinion Score (0-5) Average Network Mean Opinion Score
degradation for streams. Represents
how much the network loss and jitter
has impacted the quality of received
audio.
Avg Jitter Milliseconds Average network jitter for streams in

milliseconds.
Avg Jitter Max Milliseconds Maximum network jitter for streams in

milliseconds.
Avg Packet Loss Rate Ratio Average of average percentage of

packets lost computed using 5 second
interval for streams. 0.1 indicates 10%
packet loss.
Avg Packet Loss Rate Max Ratio Average of maximum percentage of

packets lost during any 5 second
interval for streams. 0.1 indicates 10%
packet loss.
Avg Overall Avg Network MOS Mean Opinion Score (0-5) Average or average network Mean
Opinion Score for streams. Represents
the average predicted quality of
received audio factoring in network
loss, jitter, and codec.
Avg Ratio Concealed Samples Ratio Average of average ratio of the number
of audio frames with samples generated
by packet loss concealment to the total
number of audio frames for streams.
0.1 indicates 10% of frames contained
concealed samples.
Avg Ratio Stretched Samples Ratio Average of average ratio of the number
of audio frames with samples that have
been stretched to compensate for jitter
or loss to the total number of audio
frames for streams. 0.1 indicates 10%
audio frames contained stretched
samples.
Avg Round Trip Milliseconds Average of average network

propagation round-trip time computed
as specified in RFC3550 in milliseconds
for streams.
Avg Round Trip Max Milliseconds Average of maximum network
propagation round-trip time computed
as specified in RFC3550 in milliseconds
for streams.
Avg Network Jitter Milliseconds Average of average network jitter in

milliseconds computed over 20 second
windows during the session for
streams.
Avg Video Post FECPLR Ratio Average of packet loss rate after FEC
has been applied for aggregated across
all video streams and codecs for
streams.
Avg Video Local Frame Loss Percentage Percentage Average percentage of video frames
lost as displayed to the user for
streams. This includes frames recovered
from network losses.
Avg Video Recv Frame Rate Average Frames per second Average of average frames per second
received for all video streams computed
over the duration of the session for
streams.
Avg Video Low Frame Rate Call Percent Percentage Average of percentage of time of the
call where frame rate is less than 7.5
frames per second for streams.
Avg Video Packet Loss Rate Ratio Average of average fraction of packets
lost, as specified in RFC3550, computed
over the duration of the session for
streams.
Avg Video Frame Rate Frames per second Average frames per second received for
a video stream, computed over the
duration of the session. Values grouped
by range.
Avg Video Dynamic Capability Percent Milliseconds Average of percentage of time that the
client is running < 70% expected video
processing capability for this type of
CPU for streams.
Avg AppSharing Spoiled Tile Percent Milliseconds Average of percentage of tiles which are
Total discarded instead of being sent to a
remote peer (for example, from the
MCU to a viewer) for streams.
Discarded tiles may be caused by
bandwidth restrictions between client
and server.
Avg AppSharing Relative OneWay Seconds Average of average relative one way
delay between the endpoints in
seconds for application sharing streams.
Avg AppSharing RDP Tile Processing Milliseconds Average of average latency in
Latency milliseconds processing tiles on the RDP
Stack at the conferencing server for
streams.
Avg First Device Capture Not Ratio Average of the fraction of the call that
Functioning Event Ratio the first endpoint detected the capture
device was not working properly.
Avg Second Device Capture Not Ratio Average of the fraction of the call that
Functioning Event Ratio the second endpoint detected the
capture device was not working
properly.
Avg First Device Render Not Ratio Average of the fraction of the call that
Functioning Event Ratio the first endpoint detected the render
device was not working properly.
Avg Second Device Render Not Ratio Average of the fraction of the call that
Functioning Event Ratio the second endpoint detected the
render device was not working properly.
Media Failed Due To Firewall IP Blocked Number of streams Number of streams that failed to be
Stream Count established due to network equipment
blocking access to Skype for Business
servers. These failures typically indicate
a proxy, firewall or other network
security device is not correctly
configured to access the IP address and
ports used by Skype for Business in
Office 365.
Firewall IP Blocked Media Failure Percentage Percentage of streams that failed to be

Percentage established due to network equipment
blocking access to Skype for Business
servers. These failures typically indicate
a proxy, firewall or other network
security device is not correctly
Office 365.
Media Failed Due To Firewall DPI Number of streams Number of streams that failed to be
Stream Count established due to network equipment
blocking access due to deep packet
inspection not allowing Skype for
Business traffic. These failures typically
indicates a proxy, firewall or other
network security device is not correctly
Office 365.
Firewall DPI Media Failure Percentage Percentage Percentage of streams that failed to be
established due to network equipment
blocking access due to deep packet
inspection not allowing Skype for
Business traffic. These failures typically
indicates a proxy, firewall or other
network security device is not correctly
Office 365.
Related topics
Set up Skype for Business Call Analytics
Use Call Analytics to troubleshoot poor Skype for Business call quality
Dashboard
The Call Quality Dashboard (CQD ) for Microsoft Teams and Skype for Business Online allows you
to gain insights into the quality of calls made using Microsoft Teams and Skype for Business
services. This topic provides detailed information about the quality classification of media streams.
To learn more about CQD and how to enable it, see Turning on and using Call Quality Dashboard.
Classifier Definitions
Streams in CQD are classified as good, poor, or unclassified based on the values of the available key
quality metrics. The metrics and conditions used to classify stream are shown in the tables below.
CQD's "Poor Due To" dimensions can be used to understand which metric is responsible for a poor
classification. See Dimensions and measures available in Call Quality Dashboard for more
information on these dimensions.
Audio Classifier
An audio stream is marked as poor if one or more of the following conditions are met:
METRIC CONDITION EXPLANATION
Audio Degradation Avg > 1.0 Average Network Mean Opinion

Score degradation for stream.
Represents how much the network
loss and jitter has impacted the
quality of received audio.
Round Trip > 500 Average network propagation

round-trip time computed as
specified in RFC3550 in
milliseconds.
Packet Loss Rate > 0.1 Average packet loss rate for
stream.
Jitter > 30 Average jitter for stream in

milliseconds.
Ratio Concealed Samples Avg > 0.07 Average ratio of the number of
audio frames with concealed
samples generated by packet loss
healing to the total number of
audio frames.
Video Classifier
A video stream is marked as good or poor based on the value of the first available metric in the
following order:
CLASSIFICATI
CLASSIFICATI CLASSIFICATI ON IF
ON IF ON IF METRIC IS
CONDITION CONDITION UNAVAILABL EXPLANATIO
STEP # METRIC CONDITION IS TRUE IS FALSE E N
1 Video Local > 50% Poor Good Proceed to Average

Frame Loss step 2 percentage
Percentage of video
Avg frames lost
as displayed
to the user.
This
includes
frames
recovered
from
network
losses.
2 Video <7 Poor Good Proceed to Average

Frame Rate step 3 frames per
Avg second
received for
a video
stream,
computed
over the
duration of
the session.
3 Video Post > 0.15 Poor Good Unclassified Packet loss

FECPLR rate after
FEC has
been
applied
aggregated
across all
video
streams and
codecs.
VBSS Classifier
A VBSS stream is marked as good or poor based on the value of the first available metric in the
following order:
CLASSIFICATI
CLASSIFICATI
1 Video Local > 50% Poor Good Proceed to Average

Frame Loss step 2 percentage
Percentage of video
Avg frames lost
as displayed
to the user.
This
includes
frames
recovered
from
network
losses.
2 Video <2 Poor Good Proceed to Average

Frame Rate step 3 frames per
Avg second
received for
a video
stream,
computed
over the
duration of
the session.
3 Video Post > 0.15 Poor Good Unclassified Packet loss

FECPLR rate after
FEC has
been
applied
aggregated
across all
video
streams and
codecs.
Application Sharing Classifier

An application sharing stream is marked as poor if one or more of the following conditions are met:
Spoiled Tile Percent Total > 36 Percentage of tiles that are

discarded instead of being sent to
a remote peer (for example, from
the MCU to a viewer). Discarded
(or spoiled) tiles may be caused by
bandwidth restrictions between
client and server.
AppSharing RDP Tile Processing > 400 Average latency in milliseconds

Latency Average processing tiles on the RDP Stack
at the conferencing server.
AppSharing Relative OneWay > 1.75 Average relative one-way delay

Average between the endpoints in seconds
for application sharing streams.
Unclassified Streams
In CQD, a stream is marked unclassified when ICE connectivity fails or when all the metrics required
to compute the stream classification are not reported.
To check for ICE connectivity failures, examine the dimensions "First Connectivity Ice" and "Second
Connectivity Ice" for a "FAILED" value. If either value indicates a failure, the stream will be marked as
unclassified.
If ICE connectivity succeeded for an unclassified stream, the stream is likely considered unclassified
because key stream metrics were not reported. There are a few reasons these metrics may not be
reported:
QoE reports were not received - The metrics used for classification are reported in a QoE
report sent at the end of a call. If this report is not produced (e.g., because some third-party
endpoints may not send QoE ) or was not able to be sent (e.g., because of a network outage), CQD
is unable to classify the stream.
TIP
The "QoE Record Available" dimension can be used to determine whether a QoE report was received for a
stream. Note that this dimension will have a value of "True" if a QoE report was received from either
endpoint. A QoE report from both endpoints is required for the most accurate reporting of metrics.
Short calls - Short calls may not have enough media activity to compute key stream metrics.
Without these metrics, CQD is unable to classify the stream.
TIP
The dimensions "Duration (Seconds)", "Duration (Minutes)", "Duration 5 seconds or less", and "Duration 60
seconds or more" can be used to determine the duration of a stream. The measurement "Avg Call Duration"
can also be used to compute the average duration for a set of streams.
Low packet utilization - Like the "short call" scenario, sufficient packet utilization is required for
computation of key stream metrics. Without these metrics, CQD is unable to classify the stream.
A common low packet utilization scenario occurs when a user joins a meeting to listen to
the presenter but never speaks (likely muting the microphone for most of the call). In such
a scenario, one audio stream will have high packet utilization (inbound to the client) while
the other will have little to no packet utilization (outbound from the client). In this scenario,
the duration of the stream may be an hour or longer but the packet utilization on the
stream from the client to the server will be extremely low due to the microphone being
muted, resulting in an unclassified stream.
TIP
The "Packet Utilization" dimension and "Avg Packet Utilization" measurement can be used to determine the
packet activity of a stream.
Related Topics
Turning on and using Call Quality Dashboard (CQD )
Microsoft Teams has a rich set of tools for IT admins to manage the product through the Microsoft Teams
admin center, PowerShell controls, and Graph APIs. This guide explains how we structure our PowerShell
cmdlets for IT admins to use, and provides pointers to further documentation. Note that different Teams admin
roles have access to different cmdlets. For more information, see Use Microsoft Teams admin roles to manage
Teams.
Which modules do you need to use?

The PowerShell controls for managing Teams are in two different PowerShell modules:
Microsoft Teams PowerShell module : The Teams PowerShell module contains all the cmdlets you need to
create and manage teams.
Skype for Business PowerShell module: The Skype for Business PowerShell module contains the cmdlets to
manage policies, configurations, and other Teams tools.
The reference documentation for the PowerShell controls will tell you which module contains the cmdlet you're
investigating. (Eventually, the two modules will be combined.)
What can each admin role do?

Read Use Microsoft Teams admin roles to manage Teams to understand which PowerShell cmdlets different
admin roles will be able to leverage.
Creating and managing teams via PowerShell

The cmdlets for creating and managing teams are in the Microsoft Teams PowerShell module.
Teams are backed by O365 Groups, so when you create a team, you create a group. There are a set of cmdlets
provided for operating on the core team and its settings ( new-team , get-team , set-team ), managing team
users ( add-teamuser , remove-teamuser ), as well as cmdlets for managing the channels of the team (
new-teamchannel , remove-teamchannel ). All of these cmdlets can be run as end users, but they'll work only on
the teams that you own or are a member of. If you are a Global Admin or Teams Service Administrator, you'll
be able to act on all teams in your organization.
The GroupId used in the Microsoft Teams PowerShell module cmdlets is the same as the Identity
property returned by Get-UnifiedGroup in the Exchange PowerShell module.
Differences between Preview and Generally Available Microsoft Teams PowerShell Module
When we released our generally available version of our PowerShell module, a few cmdlets were left in the
beta-only module as described in the table below.
CMDLET AVAILABLE IN PREVIEW AVAILABLE IN 1.0
Add-TeamUser Yes Yes
Connect-MicrosoftTeams Yes Yes

CMDLET AVAILABLE IN PREVIEW AVAILABLE IN 1.0
Disconnect-MicrosoftTeams Yes Yes
Get-Team Yes Yes
Get-TeamChannel Yes Yes
Get-TeamFunSettings Prior to 1.0 release only No
Get-TeamGuestSettings Prior to 1.0 release only No
Get-TeamHelp Yes Yes
Get-TeamMemberSettings Prior to 1.0 release only No
Get-TeamMessagingSettings Prior to 1.0 release only No
Get-TeamUser Yes Yes
New-Team Yes Yes
New-TeamChannel Yes Yes
Remove-Team Yes Yes
Remove-TeamChannel Yes Yes
Remove-TeamUser Yes Yes
Set-Team Yes Yes
Set-TeamChannel Yes Yes
Set-TeamFunSettings Prior to 1.0 release only No
Set-TeamGuestSettings Prior to 1.0 release only No
Set-TeamMemberSettings Prior to 1.0 release only No
Set-TeamMessagingSettings Prior to 1.0 release only No
Set-TeamPicture Yes No, planned
Managing policies via PowerShell

The cmdlets for managing policies are in the Skype for Business cmdlet module.
A policy is a group of settings that can be applied granularly to individual users. Each policy type has its own set
of cmdlets for creating, viewing, deleting, and updating the policies themselves, and then assigning those
policies to users. The general structure is:
GET commands (for example, Get-CsTeamsMeetingPolicy ): return the policy documents that are available
for you to assign in your organization, both the policies created by Microsoft for you to use and the
custom policies you’ve created.
If you want to find only the custom policies you’ve created in your organization, you can use
-Filter "tag:*" .
NEW commands (for example, New-CsTeamsMeetingPolicy ): let you create new policies for your
organization that are then available to be assigned to users in your organization. Not all policies support
the creation of custom policies. Often this is to ensure that the policies you use in your organization have
a supported combination of settings.
SET commands (for example, Set-CsTeamsMeetingPolicy ): lets you set particular values on a given policy.
Some policies do not have set commands available, or contain parameters that cannot be customized in
the policy. Each PowerShell description will call out which parameters cannot be customized.
To edit the policy that will by default be assigned to users in your organization who do not have a
custom policy assigned, run Set-Cs<PolicyName> -Identity Global .
REMOVE commands (for example, Remove-CsTeamsMeetingPolicy ): you can use this cmdlet to delete a
custom policy that has been created in your tenant. If you delete a custom policy that has been assigned
to at least one user in your organization, that user will fall back to the global policy.
You can’t actually remove the global policy in your organization, but if you want to reset the global
policy in your organization to the Microsoft-provided default settings, you can run
Remove-Cs<PolicyName> -Identity Global .
GRANT command (for example, Grant-CsTeamsMeetingPolicy ): lets you assign a policy to a particular
user.
To remove a custom policy assignment and make the user fall back to the default policy in your
organization, run Grant-Cs<PolicyName> -Identity <User Identity> -PolicyName $null .
TIP
Not all policies allow custom policies to be created, and some policies have settings that you can’t customize (so you can
view the setting but can’t set a custom value during set- and new- ). The documentation of the specific cmdlet will call
out if parameters are not available for use by customers.
Common parameters:
Identity: For Get- , Set- , New- , and Remove- , the Identity parameter will always refer to a specific policy
instance. For Grant , the Identity parameter refers to a specific user object to whom the policy is being
applied.
Managing configurations via PowerShell

The cmdlets for managing your configuration are in the Skype for Business cmdlet module.
Configurations are buckets of settings maintained in the service that cannot be specified at a user level. Settings
always apply across the whole organization. Your global configuration is the only effective configuration in your
organization. Each configuration type comes with two primary cmdlets:
Get-Cs<ConfigurationName> (for example, Get-CsTeamsClientConfiguration ):
SET commands (for example, Set-CsTeamsClientConfiguration ): set properties in the configuration of that
type. Specify the parameters that you want to modify.
You can reference the configuration that you’re modifying in one of two ways: by specifying
-Identity Global, or by running Get-Cs<ConfigurationName> | Set-Cs<ConfigurationName> .
Other PowerShell tools

You can find detailed instructions on how to use all PowerShell controls for managing Microsoft Teams and
Skype for Business, including detailed descriptions of the settings in each policy, in the Microsoft Teams cmdlet
reference and Skype for Business cmdlet reference.
Learn more
Microsoft Teams cmdlet reference
Skype for Business cmdlet reference
Use Microsoft Teams admin roles to manage Teams
Get help in Microsoft Teams
The Help button in Microsoft Teams is where your users and champions can find all the assistance they might
need while using Teams.
NOTE
Don't see this feature in your Microsoft Teams client yet? It's currently being rolled out and might not be available in your
organization yet. See the Teams Roadmap for news about upcoming releases in Teams.
Teams provides localized language support for help content. For the most current list of supported languages, see
Microsoft Teams supported languages for help content.
Browse Topics - This goes to help content organized by Teams feature. Simple and straightforward
guidance to help users get the most out of Teams.
Videos - Our on-demand video content enables users to learn specific tasks quickly. We're continually
producing new videos, so check back frequently. Internet access is required, of course.
What's New - Periodic release notes for users and team owners about new or updated Teams features.
Share an Idea - We always want to hear from you about how to improve Teams. This option takes you to
our product feedback forum where you can submit new feature requests or vote on existing ones. We
constantly review this information as we plan new features.
NOTE
Help replaces T-Bot in Teams. Some users may see a chat icon for T-Bot in their chat history. Clicking this icon will take them
to the new Help experience.
Microsoft Teams content updates
This topic lists Microsoft Teams topics that have been changed recently.
Week of July 22, 2019

PUBLISHED ON TOPIC TITLE CHANGE
7/22/2019 Configure network settings for modified

Location-Based Routing
7/22/2019 Plan Location-Based Routing for modified

Direct Routing
7/22/2019 Location-Based Routing terminology modified
7/22/2019 Implement Quality of Service in modified

Microsoft Teams
7/22/2019 Manage resource accounts in Teams modified
7/22/2019 Admin training for Microsoft Teams modified
7/22/2019 Virtual user licenses modified
7/22/2019 Configure a Session Border Controller modified

for multiple tenants
7/22/2019 Sharing files in Microsoft Teams modified
7/23/2019 Microsoft Teams guest access checklist modified
7/23/2019 Phone System - Virtual User licenses modified
7/23/2019 Set up and manage channel modified

moderation in Microsoft Teams
7/23/2019 Manage external access (federation) in modified

Microsoft Teams
7/24/2019 Office 365 licensing for Microsoft modified

Teams
7/24/2019 Plan for Microsoft Teams Rooms modified
7/24/2019 Office 365 Business Premium modified

7/24/2019 Use the Microsoft Teams Meeting modified

add-in in Outlook
7/24/2019 Instructor-led training and videos for modified

Microsoft Teams users
7/24/2019 Manage external access (federation) in modified

Microsoft Teams
7/24/2019 Manage messaging policies in Teams modified
7/24/2019 Use the Network Planner for Microsoft modified

Teams
7/24/2019 Set up Communications Credits for modified

your organization
7/25/2019 Phone System - Virtual User licenses modified
7/25/2019 Phone System–Virtual User licenses modified
7/25/2019 Set up the Call me feature for your modified

users
7/25/2019 Country and region availability for modified

Audio Conferencing and Calling Plans
7/26/2019 Microsoft Teams Rooms requirements modified
Week of July 29, 2019

7/29/2019 Known issues for Microsoft Teams modified
7/29/2019 List of Session Border Controllers modified

certified for Direct Routing
7/29/2019 Configure media bypass with Direct modified

Routing
7/29/2019 Configure Direct Routing modified
7/29/2019 Plan for media bypass with Direct modified

Routing

7/29/2019 Guest access in Microsoft Teams modified
7/29/2019 Optimize feedback and reporting for modified

your Microsoft Teams adoption
7/29/2019 Use Microsoft Teams administrator modified

roles to manage Teams
7/30/2019 FAQ - Upgrading from Skype for modified

Business to Microsoft Teams
7/30/2019 Understand how to upgrade from removed

Skype for Business to Microsoft Teams
7/30/2019 Microsoft Teams | Upgrade, Islands modified

Mode, Interop Policy, Only
7/30/2019 Microsoft Teams Training modified
7/30/2019 Microsoft Teams upgrade from Skype modified

for Business | Modes, Coexistence
7/30/2019 Upgrade checklist| Skype Business to modified

Teams Upgrade | Basic Steps
7/30/2019 Project Scope Skype for Business to modified

Microsoft Teams Adoption | Upgrade
7/30/2019 About the upgrade framework modified
7/30/2019 Plan Skype for Business to Microsoft modified

Teams upgrade | Adoption Framework
7/30/2019 Upgrade Pro for Microsoft Teams | modified

Roadmap
7/30/2019 Getting started with your Microsoft modified

Teams upgrade
7/30/2019 Upgrade to Teams from a Skype for modified

Business hybrid or on-premises
deployment - Microsoft Teams
7/30/2019 Upgrade Skype for Business Online to modified

Microsoft Teams | Deploy
7/30/2019 Prepare a user readiness plan; modified

upgrade from Skype for Business to
Teams
7/31/2019 Microsoft Teams Training modified
8/2/2019 Plan Direct Routing modified
8/2/2019 Admin settings for apps in Microsoft modified

Teams
8/2/2019 Manage Microsoft Teams settings for modified

your organization
8/2/2019 Manage the Shifts app for your modified

organization in Microsoft Teams
8/2/2019 Manage app permission policies in modified

Microsoft Teams
8/2/2019 Manage app setup policies in modified

Microsoft Teams
8/2/2019 Manage custom app policies and modified

settings in Microsoft Teams
Week of August 05, 2019


Microsoft Teams
8/5/2019 Create a call queue modified
8/5/2019 Use log files in troubleshooting modified

Microsoft Teams
8/5/2019 Migration and interoperability modified

guidance for organizations using
Teams together with Skype for
Business
8/5/2019 Prepare your organization's network modified

for Microsoft Teams
8/5/2019 Deploy Microsoft Teams Rooms with modified

Exchange on premises
8/6/2019 Use log files in troubleshooting modified

Microsoft Teams

8/6/2019 Operations Guide for Microsoft Teams modified
8/6/2019 Define success in Audio Conferencing modified

- Microsoft Teams
8/6/2019 Define success in Audio Conferencing, modified

Phone System with Calling Plans, or
Phone System Direct Routing -
Microsoft Teams
8/6/2019 Define success in Phone System with modified

Calling Plans - Microsoft Teams
8/6/2019 Prepare to deploy Microsoft Teams modified

cloud voice service
8/6/2019 Enhance your Microsoft Teams service modified
8/6/2019 Make Audio Conferencing service modified

decisions - Microsoft Teams
8/6/2019 Make Phone System Direct Routing modified

service decisions - Microsoft Teams
8/6/2019 Make Phone System with Calling Plans modified

8/6/2019 Prepare users for Microsoft Teams modified
8/6/2019 Evaluate your environment for modified

Microsoft Teams cloud voice
workloads
8/6/2019 Deploy Microsoft Teams cloud voice modified

service
8/6/2019 Plan Microsoft Teams service modified

management
8/6/2019 Plan users' experience of Microsoft modified

Teams
8/6/2019 Document your Microsoft Teams modified

success plan
8/6/2019 Microsoft Teams | Evaluate modified

Environment | Adoption, Discovery
8/6/2019 How Exchange and Microsoft Teams modified

interact
8/6/2019 Configure an Exchange hybrid modified

organization for use with Microsoft
Teams
8/6/2019 FAQ - Upgrading from Skype for modified

8/6/2019 How to roll out Microsoft Teams modified
8/6/2019 Microsoft Teams technical modified

documentation
8/7/2019 Shifts for Teams modified
8/7/2019 Release notes modified
8/7/2019 Move your StaffHub teams to Shifts in modified

Microsoft Teams
8/7/2019 FAQ — Upgrading from Skype for modified

8/7/2019 Manage Microsoft Teams Rooms modified

devices with Azure Monitor
8/7/2019 Known issues modified
8/7/2019 Version Support modified
8/7/2019 Manage Windows Updates for modified

8/7/2019 Manage feedback policies in Microsoft modified

Teams
8/8/2019 Search the audit log for events in modified

Microsoft Teams

8/8/2019 Tools and workshops - Plan, deliver, modified

and adopt Microsoft Teams
8/8/2019 Teams cloud meeting recording modified

Routing
8/8/2019 Plan for Microsoft 365 Government - modified

GCC High deployments - Microsoft
Teams
8/8/2019 Make Phone System Direct Routing modified

8/9/2019 Manage policy packages in Microsoft modified

Teams
8/9/2019 Prepare your organization's network modified

for Microsoft Teams
8/9/2019 Set up Cloud Video Interop for modified

Microsoft Teams
8/9/2019 Teams for Government modified
8/9/2019 Manage teams in the Microsoft Teams modified

admin center

8/13/2019 How Exchange and Microsoft Teams modified

interact
8/13/2019 Plan for Microsoft 365 Government - modified

GCC deployments - Microsoft Teams
8/13/2019 Microsoft Teams | Upgrade, Islands modified

Mode, Interop Policy, Only
8/13/2019 Turning on and using Call Quality modified

Dashboard
8/14/2019 FAQ — Upgrading from Skype for modified

8/14/2019 Manage meeting settings modified
8/14/2019 Here's what you get with Phone modified

System in Office 365

8/14/2019 Limits and specifications for Microsoft modified

Teams
8/15/2019 Operations Guide for Microsoft Teams modified
8/15/2019 Deploy Microsoft Teams Rooms modified

management with Azure Monitor
8/15/2019 Manage Microsoft Teams Rooms modified

devices with Azure Monitor
8/15/2019 Plan Microsoft Teams Rooms modified

management with Azure Monitor
8/15/2019 Configure a Microsoft Teams Rooms modified

console
8/15/2019 Skype Room System domain joining modified

considerations
8/15/2019 Microsoft Teams Rooms modified
8/15/2019 Known issues modified
8/15/2019 Migrate Lync Room System devices to modified

8/15/2019 Use the Microsoft Teams Rooms modified

recovery tool
8/15/2019 Deploy Microsoft Teams Rooms by modified

using System Center Configuration
Manager
8/15/2019 Configure accounts for Microsoft modified

Teams Rooms
8/15/2019 Microsoft Teams Rooms maintenance modified

and operations
8/15/2019 Deploy Microsoft Teams Rooms modified
8/15/2019 Plan for Microsoft Teams Rooms modified
8/15/2019 Management overview for Microsoft modified

Teams Rooms
8/15/2019 Prepare your Environment modified
8/15/2019 Version Support modified
8/15/2019 Release notes modified

8/15/2019 Manage Windows Updates for modified


Exchange on premises

Exchange Online

Office 365

8/15/2019 Manage a Microsoft Teams Rooms modified

console settings remotely with an
XML configuration file
8/15/2019 Phones and Devices for Teams modified
8/15/2019 Plan for live events in Microsoft Teams modified
8/15/2019 Meetings and conferencing in modified

Microsoft Teams

Teams
8/15/2019 Microsoft Teams upgrade from Skype modified

for Business | Modes, Coexistence
8/15/2019 Enlist stakeholders | Skype for modified

Business to Teams upgrade planning

Teams upgrade
8/15/2019 Upgrade to Teams from a Skype for modified

Business on-premises deployment -
Microsoft Teams
8/15/2019 Upgrade to Microsoft Teams | Skype modified

for Business Teams Roadmap
8/16/2019 Availability in the Ukraine modified
8/16/2019 Manage a Microsoft Teams Rooms modified

console settings remotely with an
XML configuration file
8/16/2019 Shifts for Teams modified

8/16/2019 Set up a Cloud auto attendant modified
8/16/2019 What is Phone System in Office 365? modified

8/19/2019 Configure Direct Routing modified

Routing
8/19/2019 Install the StaffHub PowerShell modified

module
8/19/2019 Plan for live events in Microsoft Teams modified
8/19/2019 Transfer phone numbers to Office 365 modified

Teams
8/20/2019 How to roll out Microsoft Teams modified
8/20/2019 Microsoft Teams technical modified

documentation
8/20/2019 Office 365 licensing for Microsoft modified

Teams

Microsoft Teams
8/20/2019 Welcome to Microsoft Teams modified

Teams
8/20/2019 Adopt Microsoft Teams modified
8/20/2019 Call park and retrieve in Microsoft modified

Teams
8/20/2019 Call sharing and group call pickup in modified

Microsoft Teams
8/20/2019 Cloud voice in Microsoft Teams modified
8/20/2019 Chat, teams, channels, & apps in modified

Microsoft Teams
8/20/2019 Manage your devices in Microsoft modified

Teams
8/20/2019 Different kinds of phone numbers modified

used for Calling Plans
8/20/2019 Phone System Direct Routing modified
8/20/2019 Edit Microsoft Teams users settings in modified

bulk
8/20/2019 Manage Microsoft Teams settings for modified

your organization
8/20/2019 End user training for Microsoft Teams modified
8/20/2019 Assignments for Teams modified
8/20/2019 How can caller ID be used in your modified

organization
8/20/2019 How many phone numbers can you modified

get?

8/20/2019 Adding and updating Locations data modified
8/20/2019 Contact the PSTN service desk modified
8/20/2019 Manage phone numbers for your modified

organization
8/20/2019 Manage policy packages in Microsoft modified

Teams

8/20/2019 Manage meeting settings modified
8/20/2019 Migration and interoperability modified

guidance for organizations using
Teams together with Skype for
Business
8/20/2019 Use the Network Planner for Microsoft modified

Teams
8/20/2019 Overview of security and compliance modified

in Microsoft Teams
8/20/2019 Set up holidays in Microsoft Teams modified
8/20/2019 Shared line appearance in Microsoft modified

Teams
8/20/2019 Manage app permission policies in modified

Microsoft Teams
8/20/2019 Calling policies in Microsoft Teams modified
8/20/2019 Overview of teams and channels in modified

Microsoft Teams
8/20/2019 Manage custom app policies and modified

settings in Microsoft Teams
8/20/2019 What are Microsoft Teams live events? modified
8/20/2019 Manage teams policies in Microsoft modified

Teams
8/20/2019 Publish apps in the Microsoft Teams modified

Tenant Apps Catalog
8/20/2019 Turning on and using Call Quality modified

Dashboard
8/20/2019 Upgrade checklist| Skype Business to modified

Teams Upgrade | Basic Steps

Teams upgrade
8/20/2019 Manage user access to Microsoft modified

Teams
8/20/2019 Use Microsoft Teams administrator modified

roles to manage Teams
8/20/2019 What are dial plans? modified

8/20/2019 What are emergency locations, modified

addresses, and call routing?
8/21/2019 Create an org-wide team in Microsoft modified

Teams


Teams
8/21/2019 Configure a Microsoft Teams Rooms modified

console
8/21/2019 Prepare your Environment modified
8/21/2019 Set up for live events in Microsoft modified

Teams
8/21/2019 What are Communications Credits? modified
8/23/2019 Migrate to Direct Routing modified

Teams
8/23/2019 Manage teams policies in Microsoft modified

Teams

MS Teams

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Contents

Upgrade from Skype for Business to Teams

Teamwork and Office 365

Teams content updates

Teams known issues

Recommended path to Teams

If you're starting from Skype for Business, on-premises, or hybrid

I'm currently using Skype for Business Go to Upgrade to Teams.

You should also review Upgrade to

Teams as part of Microsoft 365

Groups in Microsoft 365

Microsoft telephony solutions

Before you get started

Suggestions for your first teams and channels

CHANNEL DESCRIPTION AND USAGE PINNED TABS, BOTS, AND APPS

General All teams start with a General channel.

Say hi Introduce yourself to the team and

Ideas for future teams Share your thoughts on where Teams

Support If something isn't working as expected,

Get your first teams up and running

Add a team owner

Invite users to Teams

To join, click <link to the team>.

Get Teams clients

Teams for Windows

Teams for Mac

Microsoft Edge Calling and Meetings supported on Edge RS2 or later

Safari 11.1+ Safari is enabled on versions higher than 11.1 in preview.

Drive initial adoption

To learn more, check out Teams analytics and reporting.

Let us know what you think

Chat deployment prerequisites

ASK YOURSELF ACTION

Is my organization ready to roll out Teams? To answer this question, see:

Core deployment decisions

Who will be assigned the Teams Communications Support

Teams owners and members

ASK YOURSELF ACTION

ASK YOURSELF ACTION

Will I turn on external access for my organization?

ASK YOURSELF ACTION

ASK YOURSELF ACTION

ASK YOURSELF ACTION

Teams usage reporting

If the user isn't an admin, assign the Reports reader

Teams default apps

Additional deployment decisions

ASK YOURSELF ACTION

Exchange and SharePoint interoperability

ASK YOURSELF ACTION

Teams limits and specifications

Office 365 URLs and ports

ASK YOURSELF ACTION

Governance (naming conventions, who can create teams)

ASK YOURSELF ACTION

Teams application policy (side -rail control)

ASK YOURSELF ACTION

Archiving and compliance

ASK YOURSELF ACTION