Summary
There are 5 primary Use Cases related to Teams Telephony that require accounts and have associated licensing requirements. These include the following:
- Teams Phone System Users
- Teams Room (MTR) Devices
- Shared Devices
- Auto Attendants
- Call Queues
Details for each of these are provided below.
The following chart lists the licensing requirements for each of the specific Use Cases:
*For each Tenant, 25 Teams Room Basic licenses are available at no cost. If you need to license more than 25 Teams Rooms systems, those additional licenses need to be Teams Rooms Pro licenses. The following link describes the feature differences between the Teams Room Pro and Basic licenses:
**The Phone System license is not a Stand-alone license so it will require the user / account to also have an M365 / O365 G3 license. The M365 / O365 G5 license includes the Phone System license. The Phone System license can also be applied to the Teams Room Basic license and the O365 F3 license (to add PSTN calling capability).
Teams Phone System Users
A Teams Phone System User is an individual who will have full Teams Collaboration functions as well as Teams Telephony capabilities.
https://learn.microsoft.com/en-us/microsoftteams/here-s-what-you-get-with-phone-system
Teams also allows for Dial-in access to Meetings / Web conferences. These are telephone numbers used to access Teams meetings from a mobile phone, land line, etc., when the user does not have access to join via the Teams soft client or web client. The Teams Dial-in access number is listed in the Email invite when the meeting is set up in Outlook or the Teams client.
https://learn.microsoft.com/en-us/microsoftteams/audio-conferencing-in-office-365
A Teams Phone User can utilize the Administrative Assistant function with a Shared Line Appearance. You will use the Delegated Admin function for that. Both the user being delegated From (Boss) and user being delegated To (Admin) must be set up with Teams Phone System.
https://learn.microsoft.com/en-us/microsoftteams/shared-line-appearance
Account Details
Teams Phone System Users are assigned a User account that must be enabled for login.
Teams Phone System User Accounts can be setup on any of the following Clients / Devices:
- Desktop Clients
- Mobile Clients
- Browser Clients
- Certified Teams Phones
- Certified Teams Displays
- SIP Gateway Compatible Devices
Licensing
Teams Phone System User Accounts require a Microsoft Phone System license, which is included with the G5 License. The Phone System license is an Add-on License to the G3 license. So Teams Phone System User Accounts can either be assigned a G5 license OR a G3 license with a Phone System Add-on license.
The Audio Conferencing license is included with G3 and G5. However, with G3 you must enable the Audio Conferencing license in your Tenant. Here is the link to procure Audio Conferencing Add-on licenses for GCC Tenants:
Purchase services – Microsoft 365 admin center
Teams Room Devices
A Teams Room (MTR) device is a shared video conferencing device and not associated with an individual user. There are specific Teams Room licenses used for Teams Room devices that provide specific capabilities. These licenses allow for Calendar integration for displaying the schedule on the Teams Room device and allowing Click to Join for meetings. This will allow for the Teams Room device to be automatically added to any Teams meeting that includes that account. A Join button will be presented at the time of the meeting (Click to Join).
A Teams Panel can also be installed outside of the Conference Room to display the room schedule and allow reservation of the room. This uses the same account and license as the Teams Room device.
Account Details
Teams Room devices are assigned an M365 Resource Account that must be enabled for login, but MFA should be disabled. Typically, the Teams Room device will share the same Resource / Room Account as the actual conference room so both can be scheduled at the same time.
Note: M365 Resource Accounts for Shared Devices / Teams Rooms are not the same as Teams Resource Accounts for service numbers (Auto Attendants and Call Queues).
Details on setting up M365 Resource Accounts for Teams Room devices can be found here:
Teams Room Resource Accounts can be setup on any of the following Clients / Devices:
Licensing
Teams Meeting Room Device Accounts require a Microsoft Teams Room license. There are two variations of Teams Room Licenses:
- Teams Room Pro – These licenses are procured through your licensing vendor. This license includes PSTN calling capability.
- Teams Room Basic – 25 Free licenses are provided for each tenant (via this link for GCC: https://admin.microsoft.com/SubscriptionDetails?OfferId=25705B83-7B1D-46F6-80B5-34C6140FC2CF&adminportal=1). You can add PSTN Calling capability by adding a Phone System add-on license.
These are Stand-alone licenses. Details on Teams Room licenses, including a comparison of all features provided in Teams Room Pro and Teams Room Basic can be found here:
https://learn.microsoft.com/en-us/microsoftteams/rooms/
Voicemail is included with the Teams Room licenses but can be disabled.
For Teams Room Video Devices, you must use a Teams Room license (Pro or Basic). User licenses (like G3, G5, F3, etc.) cannot be used. However, for Audio Only Conference Phones (like a Poly Trio) in a conference room, you can use an F3 license with a Phone System Add-on license for PSTN Calling. This may be a good option if all 25 Teams Room Basic licenses have been utilized.
Shared Devices
A Shared Device is not assigned to an individual user. This includes things like the following:
- Common Area Phone (Set up the common area phones for Microsoft Teams)
- Teams Hotline Phone (Microsoft 365 Roadmap | Microsoft 365)
- Teams Display used for Hot Desking (Microsoft Teams Displays)
- Teams Display used for Virtual Front Desk (Microsoft 365 Roadmap | Microsoft 365)
- Stand-alone Teams Panel, used for conference room reservations (Microsoft Teams Panels)
- Conference Room Audio Only Device if NO support for Calendar Scheduling or Click to Join for meetings is required.
Account Details
Shared Devices are assigned an M365 Resource Account that must be enabled for login.
Note: M365 Resource Accounts for Shared Devices / Teams Rooms are not the same as Teams Resource Accounts for service numbers (Auto Attendants and Call Queues).
Details on setting up M365 Resource Accounts for Shared Devices can be found here:
Shared Device Accounts can be setup on any of the following Clients / Devices:
- Certified Teams Phones
- Certified Teams Displays
- Certified Teams Panels
- SIP Gateway Compatible Devices
Licensing
Resource Accounts used for Shared Devices require a Microsoft Shared Device license. This is a Stand-alone license. Details can be found here:
Introducing the Microsoft Teams Shared Device License – Microsoft Community Hub
https://learn.microsoft.com/en-us/microsoftteams/teams-add-on-licensing/teams-shared-device-license
Voicemail is included with the Shared Device license but can be disabled.
Auto Attendants
An Auto Attendant plays menu options to the caller and redirects the call based on input (equivalent to Skype4B Response Groups). Auto Attendants use an Interactive Voice Response (IVR) system, which can redirect the call to the correct destination based on input by the calling party.
The Auto Attendant Menus can be nested if more options are required. If the Auto Attendant has an option to route to a group of Agents, a Call Queue will need to be set up for that option (see below for details on Call Queues). An Auto Attendant can be used to play Informational messages only. The Auto Attendant greeting can be a recorded file or a Text to Speech message (1000 characters max).
Details on setting up an Auto Attendant can be found here:
For an Auto Attendant that rolls over to Voicemail (after Hours or during Holidays), the Voicemails are received directly in an M365 Group / Team Voicemail Box. This is recommended over using a Shared Mailbox. An existing M365 Group (or Team) is required for each of this type of Auto Attendant. The Voicemail Greeting Message can be a Recorded file or a Text to Speech Message (1000 characters max).
If the Members of the Team want to receive an Email directly in their Inbox with the Voicemail message attached when a new message is left, they need to make sure that they are set to Follow “All Email and Events” for the Team Group. This can be set in Outlook:
Account Details
Auto Attendants are assigned a Teams Resource Account that is created in the Teams Admin Center. These accounts must be disabled for login.
Note: Teams Resource Accounts for service numbers (Auto Attendants and Call Queues) are not the same as M365 Resource Accounts for Shared Devices / Teams Rooms.
Details for setting up Teams Resource Accounts for service numbers (Auto Attendants and Call Queues) can be found here:
https://learn.microsoft.com/en-us/microsoftteams/manage-resource-accounts
Licensing
A free Microsoft Teams Resource Account license is required for each Auto Attendant. Details can be found here:
Here is the link to procure Teams Resource Account licenses for GCC Tenants:
Office 365 Subscriptions (microsoft.com)
Call Queues
A Call Queue is a way of distributing a call from a single number to a group of recipients / Agents (equivalent to a Skype4B Hunt Group).
It is recommended that a Microsoft Team be set up for each Call Queue / group of Agents. The Owner(s) of the Team then can add or delete Teams Members (which would be the Agents). This also allows you to dial outbound on behalf of the Call Queue. Details can be found here:
The Call Queue greeting can be a recorded file or a Text to Speech message (1000 characters max).
Details for setting up a Call Queue can be found here:
For a Call Queue that rolls over to Voicemail (directly or after Agent timeout), the Voicemails are received directly in the M365 Group / Team Voicemail Box. This is recommended over using a Shared Mailbox. The Voicemail Greeting Message can be a Recorded file or a Text to Speech Message (1000 characters max).
If the Members of the Team want to receive an Email directly in their Inbox with the Voicemail message attached when a new message is left, they need to make sure that they are set to Follow “All Email and Events” for the Team Group. This can be set in Outlook:
They will also see voicemail if they have Voice Enabled Channels by assigning a Microsoft Team to a Call Queue:
Call Queues are assigned a Teams Resource Account that is created in the Teams Admin Center. These accounts must be disabled for login.
Note: Teams Resource Accounts for service numbers (Auto Attendants and Call Queues) are not the same as M365 Resource Accounts for Shared Devices / Teams Rooms.
Details for setting up Teams Resource Accounts for service numbers (Auto Attendants and Call Queues) can be found here:
https://learn.microsoft.com/en-us/microsoftteams/manage-resource-accounts
Licensing
A free Microsoft Teams Phone Resource Account license is required for each Call Queue. Details can be found here:
Here is the link to procure Teams Resource Account licenses for GCC Tenants:
Office 365 Subscriptions (microsoft.com)
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