teams4Wildix - integration of Microsoft Teams with Wildix PBX - Documentation

teams4Wildix Video Tutorial

Introduction 

Wildix offers 2 modes of Integration usage.

• Mode 1. Wildix Collaboration (available for x-bees, Legacy Collaboration and Collaboration 7): it provides access to all advanced features by Wildix (check the attached Datasheet for the highlights)

• Mode 2. MS Phone System (available for Legacy Collaboration, Collaboration 7 and x-bees): it allows MS Teams users to place and receive calls using Teams Dialpad (Calls tab of the MS Teams interface)

Requirements

General requirements:

• Activated CLASSOUND

• For Legacy Collaboration:

  • UC-ESSENTIAL / UC-BUSINESS / UC-PREMIUM subscription plan for each user

  • Min. supported WMS version: 6.0X and higher

• For Collaboration 7:

  • UC-ESSENTIAL / UC-BUSINESS / UC-PREMIUM subscription plan for each user

  • Min. supported WMS version: 7.01 and higher

• For x-bees:

  • x-bees-Basic / x-bees-Standard / x-bees-SuperBee subscription plan for each user

  • Min. supported WMS version: 6.0X and higher

Additional requirements for MS Phone System:

• Monthly subscription fee. The fee is purchased for the entire PBX in Salesforce Partner Community

• Microsoft 365 (Office 365) Business license (starting from Business Basic) or Microsoft 365 (Office 365) E5 with Microsoft Teams Enterprise (Teams as a standalone solution) or Microsoft 365 (Office 365) E3 with Microsoft Teams Enterprise (Teams as a standalone solution) + Teams Phone Standard for each user

Mode 1. Wildix Collaboration

Add Wildix Collaboration Application 

1. Go to Apps tab located on the bottom-left menu of Microsoft Teams

2. Enter Wildix Collaboration in the search field (1) and click on the Wildix Collaboration app which is displayed in search results (2):

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3. Click Add:

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Application Usage 

Login to Wildix Legacy Collaboration / x-bees / Collaboration 7 inside MS Teams

The first time you open the Wildix tab, you will be invited to select one of the platform: 

• x-bees

• Legacy Collaboration

• Collaboration 7

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Next, select the platform and click Open.

In case Legacy Collaboration is selected, enter the PBX domain name and click Open.

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Note:

• Users can change the PBX any time by opening the Wildix tab inside MS Teams and accessing the tab Settings. To change the PBX, first click to Remove the previous PBX and then enter the new PBX domain into the input field and click Save.

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• Custom PBX domain, that may contain numbers and hyphen, is supported. Also, it is possible to use different ports to connect, e.g. :8888.

Once users have added the PBX, they need to log in to Wildix Collaboration (Phone tab of the Wildix app inside MS Teams):

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As a rule, users would use the option "Login with Office 365 Sign-On": click on the Microsoft icon in the lower right-hand part of the screen. 

For x-bees and Collaboration 7, users need to sign in using one of the available options (email, Google, or Microsoft).

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Using Legacy Collaboration Web Phone to control calls from MS Teams

To be able to control calls from MS Teams, users need a SIP device registered to their account. This can be a Wildix SIP phone for example, or a Wildix Legacy Collaboration Web Phone (place and receive calls directly from the browser).

To use Legacy Collaboration as a SIP device, there is a specific option Call Control only activated on PBX. This option allows users to control another Wildix Legacy Collaboration running in the browser or as a native app. Call Control only is activated by default, without the need to enable it globally, even if it isn’t displayed on Legacy Collaboration login screen inside MS Teams

Control calls from MS Teams  

To start placing and receiving calls from MS Teams, users need to first select the active SIP device in the device selection list located next to the green Call button. This device can be a Wildix SIP phone, such as WelcomeConsole, Vision (EOL), SuperVision (EOL), Start, WorkForce, a W-AIR DECT headset or handset, iOS or Android Legacy Collaboration app, or it can be Web (which stands for Legacy Collaboration Web Phone - second Legacy Collaboration running in the browser or as a native app).

Select the active device in the list of active devices in Wildix Legacy Collaboration:

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Other communication options

In addition to the ability to manage calls, users can benefit from all other features offered by Wildix Legacy Collaboration, such as:

• send and receive faxes and SMS

• check Voicemails

• set up call forwarding rules

• and other, for more information, consult Legacy Collaboration User Guide.

Mode 2. Microsoft Phone System

For information regarding how to set up and use the second mode of the teams4Wildix integration, called Microsoft Phone System which enables users to place and receive calls from the Teams dialpad, consult the following Guides:

• Instruction for Wildix Partners: teams4Wildix - Instructions for Wildix Partner on MS Phone System Setup

• Instructions fro End Customers: teams4Wildix - Instructions for End Customers on MS Phone System Setup

Microsoft Teams Presence Sync 

The feature allows users to sync presence status between Microsoft Teams and Wildix Legacy Collaboration, Collaboration 7 or x-bees, which ensures consistency of user status in both platforms. The presence sync is performed in a two-way manner, meaning that when you update your presence status in Microsoft Teams, the changes are reflected in Legacy Collaboration, Collaboration 7 or x-bees, and vice versa. 

Requirements

• Microsoft 365 account with Global Administrator or Privileged Role Administrator rights

• PBX updated to WMS v. 6.05.20231229.4 or higher in order to enable 2-way presence sync

• Cloud Analytics activated in WMS -> PBX -> Features. Additionally, you need to manually activate sending of presence events for Legacy Collaboration (for x-bees, it is activated by default), consult the doc Custom config parameters List for detailed instructions 

• Legacy Collaboration needs to be open for correct display of user presence in Mode 1 of the integration. For Mode 2, this is not required

• Maximum number of users in WMS Network, to be able to activate Microsoft Teams Presence Sync: 450.

• Activated CLASSOUND

How to activate 

1. Go to WMS -> PBX -> Integrations -> Cloud integrations

2. In the Connectors section, click on Microsoft Teams Presence

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3. Click Install

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4. Log in to your Microsoft account and accept the requested permissions

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After clicking Install the integration, the status changes first to Installing:  

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After the installation is complete, the status is changed to Installed. The integration gets installed:

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Synchronization settings

1. In the section Synchronization settings, you can choose if you want to apply the integration to all users or exclude / include specific users and manage for whom presence sync is performed. By default, presence sync is applied to all users for whom a match is found in PBX and MS

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2. To exclude specific users, choose the option Exclude users and enter their emails in the field Email and click Save:

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3. When you choose the option Include users, presence sync is performed only for users provided in the list, while all other users are ignored. Enter the necessary users emails in the list and click Save:

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Default presence mapping 

The below table displays MS Teams statuses and the corresponding status on the PBX after the default status sync. Please note that when changing your status in MS Teams, the sync with Legacy Collaboration, Collaboration 7 or x-bees occurs within approximately 10 seconds. If you change your status in Legacy Collaboration/ Collaboration 7 / x-bees, the sync with Teams may take up to 1 minute to reflect accurately in both platforms.

Custom presence mapping

If needed, you can customize presence mapping via the Presence Mapping section in Microsoft Teams Presence integration in WMS. There you can manage how the presence status is synced between Microsoft Teams and PBX: 

To configure presence mapping:

1. Click on the Presence Mapping section -> click Add mapping

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2. Click on the From field 

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3. In the drop-down menu choose PBX status (1) or MS Teams (2), from where the presence status sync should be made: 

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4. Click on the To field and select the corresponding status on PBX or MS Teams:

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5. To add a new entry, click the + (Add) button:

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6. Once completed, click Save:

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Custom setup for phone only users

In some cases, when presence sync is activated but users have phones only and do not use Teams or Legacy Collaboration/ Collaboration 7/ x-bees, such users can be displayed as Away for colleagues. To address such an issue, there is possibility to disable presence sync between Wildix PBX and Microsoft Teams for agents who use phones only. For this, the following custom extension attribute should be set in Microsoft Azure for the necessary users:

teams4Wildix FAQ

Q1. Can teams4Wildix be integrated without CLASSOUND?

• No, CLASSOUND is required to have the Integration working.

Q2. Can another SIP trunk be used instead of CLASSOUND?

• Yes. 

Q3. Can I as a partner install the Integration for end customers?

• In both Modes, an end customer admin is engaged. For Mode 1, an admin installs the integration for all company members. For Mode 2, MS admin account is needed for the initial setup on teams4Wildix portal, since Office 365 tenant checks the required licenses.

Q4. Can I control Teams Dialpad from Legacy Collaboration, for example, put a call on hold

• No, you cannot. Teams doesn’t allow controlling its Dialpad.

Q5. Can Teams contacts be dialed from Legacy Collaboration?

• No, direct dialing of Teams contacts from Legacy Collaboration is not supported. However, you can assign a Teams contact to an existing PBX extension using teams4Wildix portal. Once assigned, you can add the extension to a phonebook and dial it from Legacy Collaboration.