teams-phone-guide
Microsoft Teams Phone System Integration
Velaro integrates with Microsoft Teams Phone System (Direct Routing and Calling Plans) to deliver screen pops on inbound calls, log call activity to your CRM, and hand off IVR conversations with full context. The integration uses Microsoft Graph Communications APIs.
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Requirements
Before setup, confirm the following with your Microsoft 365 administrator:
| Requirement | Details |
|---|---|
| Azure app registration | An app registered in your Azure AD tenant, configured by Velaro |
| API permission | Calls.AccessMedia.All (application permission, admin consent required) |
| Teams Phone license | Microsoft Teams Phone Standard or Direct Routing configured |
| M365 admin access | Required to grant admin consent for the Azure app |
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Setup
The Teams Phone integration does not have a self-serve configuration UI. Contact Velaro support to initiate setup. Your account manager will:
1. Register a Velaro application in your Azure AD tenant (or provide registration details for your admin to complete)
2. Request admin consent for Calls.AccessMedia.All
3. Configure which CRM receives call logs (HubSpot, Salesforce, Dynamics 365, or Velaro CRM)
4. Validate the connection with a test call
Provide your M365 tenant domain and the name of your M365 global administrator when contacting support.
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Screen Pop on Inbound Calls
When a call arrives through Teams Phone System, Velaro:
1. Receives the call event from Microsoft Graph Communications APIs
2. Looks up the caller's phone number in your connected CRM
3. Surfaces the matched contact record in the Velaro agent sidebar before the agent answers
The sidebar shows name, company, open tickets, recent conversations, and any CRM fields your team has mapped during setup.
If no match is found, the sidebar displays the raw caller ID and a search box for manual lookup.
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Call Log Sync
After each call ends, Velaro writes a log entry to your connected CRM.
| Field | Details |
|---|---|
| Direction | Inbound or outbound |
| Duration | In seconds |
| Outcome | Answered, missed, voicemail, transferred |
| Agent | Teams user and Velaro agent |
| Timestamp | Call start in UTC |
| Notes | Agent wrap-up notes from Velaro |
| Transcript | IVR transcript if call passed through Velaro IVR |
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IVR Hand-Off with Transcript
If you use Velaro IVR on your Teams Phone number, the full conversation transcript and any data collected (name, reason for call, account number) is passed to the agent at transfer time. The agent sidebar shows the transcript before they join the call.
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Use Cases
Inbound sales calls — Agents see the caller's CRM record, deal stage, and last activity before answering. No hold time for lookups.
Support queues — Agents see open tickets and previous conversations immediately. Customers do not need to repeat themselves.
After-hours IVR — Velaro IVR handles calls outside business hours, collects information, and delivers the transcript when the agent follows up.
CRM activity history — Every Teams call is logged automatically. Sales managers can review call volume and outcomes in the CRM without manual entry.
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What AI Can Do
During IVR interactions on Teams Phone numbers, the Velaro AI bot can:
- Greet callers by name using the screen pop lookup
- Confirm account details or appointment information
- Collect reason for call and route to the correct team
- Pass structured context (name, account number, issue summary) to the live agent at transfer
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Troubleshooting
| Symptom | What to check |
|---|---|
| Screen pop does not appear | Confirm Calls.AccessMedia.All has admin consent in Azure AD. Check Settings → Integrations → Teams Phone → Activity for auth errors. |
| Call logs not in CRM | Verify the CRM connection is active (Settings → Integrations → [CRM name] → Activity). Check for 401 or 403 errors. |
| IVR transcript missing at transfer | Confirm the Teams Phone number is configured as a Velaro IVR entry point. Contact support if the number was added after initial setup. |
| Admin consent error in Azure | The app registration requires a global admin to grant consent. Ask your M365 admin to visit the consent URL provided by your Velaro account manager. |
Contact Velaro support at support@velaro.com with your M365 tenant domain for setup and escalation.
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