teams4Wildix - integration of Microsoft Teams with Wildix PBX - Documentation

teams4Wildix Video Tutorial

Introduction 

Wildix offers 2 modes of Integration usage.

• Mode 1. Collaboration Plugin (available only for Collaboration): it provides access to all advanced features by Wildix (check the attached Datasheet for the highlights)

• Mode 2. MS Phone System (available for 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:

• WMS version: 5.03.20210623.1 or higher
• Activated CLASSOUND
• For Collaboration: UC-ESSENTIAL / UC-BUSINESS / UC-PREMIUM subscription plan for each user
• For x-bees: x-bees-Basic / x-bees-Standard / x-bees-SuperBee subscription plan for each user

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 or Microsoft 365 (Office 365) E3 + Teams Phone for each user

Mode 1. Collaboration Plugin

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):
   
   
   
   
   
3. Click Add: 
   
   

Application Usage 

Login to Wildix Collaboration inside MS Teams

The first time users open the Wildix tab, they are invited to enter the PBX domain name: 

Enter the PBX domain name into the input field and click Open.

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.
  
  

• 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):

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. 

Using 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 Collaboration Web Phone (place and receive calls directly from the browser).

To use Collaboration as a SIP device, there is a specific option Call Control only activated on PBX. This option allows users to control another Wildix Collaboration running in the browser or as a native app. 

The behavior of Call Control only option depends on WMS version:

• Prior to the version 5.03.20210709.3, PBX admin should globally enable this option on PBX so that it becomes available on the Collaboration login screen for users. Once enabled, user should check off the option Call Control only when logging in to Collaboration inside MS Teams (see the previous screenshot - option Call Control only must be checked). Consult the Documentation to check how to enable the option
• Starting from the version 5.03.20210709.3, Collaboration in MS Teams is loaded with the option Call control only checked off automatically
• Starting from the version 5.04.20211026.2, Call Control only is activated by default, without the need to enable it globally, even if it isn’t displayed on 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, SuperVision, Start, WorkForce, a W-AIR DECT headset or handset, iOS or Android Collaboration app, or it can be Web (which stands for Collaboration Web Phone - second Collaboration running in the browser or as a native app).

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

Other communication options

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

• send and receive faxes and SMS
• check Voicemails
• set up call forwarding rules
• and other, for more information, consult 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 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 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 Collaboration (for x-bees, it is activated by default), consult the doc Custom config parameters List for detailed instructions 
• 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.

How to activate 

1. Go to WMS -> PBX -> Integrations

2. Proceed to the Cloud integrations tab 
   

   Note: In case of WMS version lower than 6.05.20240119.1, the tab is named Calendars.

   
   

3. Click Microsoft Teams Presence
   
   
4. Click Install
   
   
5. Log in to your Microsoft account and accept the requested permissions
   
   

The integration gets installed:

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

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 Collaboration, Collaboration 7 or x-bees occurs within approximately 10 seconds. If you change your status in 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
   
   
   
2. Click on the From field 
   
   
   
3. In the drop-down menu choose PBX status (1) or MS Teams (2), from where the presence status sync should be made: 
   
   
4. Click on the To field and select the corresponding status on PBX or MS Teams:
   
   
5. To add a new entry, click the + (Add) button:
   
   
6. Once completed, click Save:
   
   

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 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 Collaboration?

• No, direct dialing of Teams contacts from 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 Collaboration.