HowTeamMateWorks

TeamMate

FAQ

HowTeamMateWorks

Support and
Troubleshooting

If you are an existing customer using the TeamMate Connector or participating in a Free Trial, please visit our Support page to search our extensive Knowledge Base or to Raise a Ticket.

What is the TeamMate Connector?

The TeamMate Connector turns Microsoft Teams into a softphone on any existing PBX or SIP Trunk. This means business and users can keep all of their phone numbers, phone rules and everything else in their current configurations but use Microsoft Teams Calls. The TeamMate Connector runs entirely in Microsoft Azure, integrates with Microsoft PowerShell and the Microsoft Graph API and is easy to set up for businesses and Service Providers. At its core, the TeamMate Connector is a light-weight web application automating complex SIP and Microsoft provisioning tasks.

What will change when I – as a Microsoft Teams user – become a User of the TeamMate Connector?

You will be able to use your Microsoft Teams Calls dial pad like any other phone connected to your current PBX or SIP Trunk. You can use it anywhere you use Microsoft Teams – mobile, PC, Mac. Nothing else will change with your current telephone setup..

How is Microsoft Teams different from my desk telephone as a place to answer calls?

It is not different from your desk phone except it is a software based phone – or a softphone. If you already use some other softphone then you will be very familiar with how apps and clients work. The only difference is now it is inside of Microsoft Teams. Which means it’s probably a lot cooler than your desk telephone.

What do I need to use the TeamMate Connector?

You need your Microsoft credentials and licenses, PBX or Trunk credentials, and some time. Usually about 10 minutes if Microsoft is processing well.

How will the installation of the TeamMate Connector affect my existing communication software and systems?

It will not affect your existing settings. The TeamMate Connector will not change your existing PBX or SIP Trunk setup or your existing Microsoft Teams account. It links them with a light touch.

Do I need a session border controller (SBC) to use Microsoft Direct Routing?

It is included in the TeamMate Connector so the answer is Yes and No. Anyone that wants to connect SIP to the Microsoft Teams needs an SBC to negotiate the signaling and encryption required to keep the connection stable and secure. So, yes, there needs to be an SBC in place. The TeamMate Connector includes SBCs in several Microsoft Azure regions.

Can I use my existing phone numbers?

Yes. The idea is that whatever numbers you have assigned on your PBX will be added to Teams. Keep in mind that Teams is behaving as another appearance (Shared Call Appearance or Shared Line Appearance) for your same set of PBX users.

Do I need to change carriers or service providers?

No, you will keep using your carriers and service providers who provide you with PSTN network services when using the TeamMate Connector. No changes there.

Will I lose any features on Teams or on my PBX if I integrate the two?

No, you’ll have all the features of Teams and your PBX will remain the same. Net gain of features.

How long does it take to configure the TeamMate Connector?

It takes about 10 minutes if you have the information you need in use-able format to build the DIrect Route and link the PBX or SIP Trunk. If you are adding or bulk uploading users it can take 30-60 seconds to receive confirmation per user. Adding a customer Teams Application takes a few minutes.

Can I customise the Teams PBX Application?

Yes, extensively. Everything the Teams Users sees can be branded. Softkeys, Portals and Notifications all support customisation. If you are a Service Provider, we recommend that you create branding on initial setup so every one of your business customers has the same Microsoft Teams softphone experience.

How do you charge for the TeamMate Connector?

We charge per user per month. Right now a lot of our emphasis is on finding great distribution partners – Service Providers, Resellers, CSPs, MSPs, etc. – so pricing is by total licenses consumed (rather than by Enterprise Customer). We are happy to have the commercial conversation and to provide a proposal.

What if I’m a business using Microsoft Teams – not a service provider – and I just want to connect my PBX or SIP Trunk to Microsoft Teams using the TeamMate Connector?

Tell your PBX or SIP Trunk service provider to get in touch with us or you can browse through the list of our Partners who can easily walk you through a demo and onboarding.

What is the TeamMate Connector doing that is so hard?

The TeamMate Connector makes a complex integration to Microsoft much easier to deploy and manage. The complexity is, in part, navigating Microsoft APIs and PowerShell and, in part, normalizing SIP messages across any PBX. Both are difficult but SIP normalization is a little bit magical.

How many business customers can I manage on the TeamMate Connector?

TeamMate has portal access for multiple levels of administration. As an Enterprise Administrator you can only manage your business. As a Reseller Administrator you can create/manage all of your business customers in one portal. As a Master Reseller you can create/manage all of your Resellers in one portal. Very handy.

What are the most common problems faced when setting up the TeamMate Connector?

This is a great rhetorical question! In our troubleshooting guides we cover many of the common problems you might encounter. Since the Connector is connecting two quite complex systems – a PBX and Microsoft Office – the problems that come up are generally related to setting on these systems. Top three are: 1. Wrong Microsoft licensing; 2. PBX information populated in the wrong fields (naming standards are loose in the SIP world – we’ve tried to use common terms but these vary); and 3. Slow Microsoft provisioning. Not technically a problem because usually Microsoft is populating and propagating – it just can take a lot longer than you want to do it!

Will the Microsoft Teams mobile app work with the TeamMate Connector?

Yes. The Mobile Teams App dialpad is your PBX extension.

The TeamMate Connector turns Microsoft Teams into a softphone on any existing PBX or SIP Trunk. This means business and users can keep all of their phone numbers, phone rules and everything else in their current configurations but use Microsoft Teams Calls. The TeamMate Connector runs entirely in Microsoft Azure, integrates with Microsoft PowerShell and the Microsoft Graph API and is easy to set up for businesses and Service Providers. At its core, the TeamMate Connector is a light-weight web application automating complex SIP and Microsoft provisioning tasks.

You will be able to use your Microsoft Teams Calls dial pad like any other phone connected to your current PBX or SIP Trunk. You can use it anywhere you use Microsoft Teams – mobile, PC, Mac. Nothing else will change with your current telephone setup

It is not different from your desk phone except it is a software based phone – or a softphone. If you already use some other softphone then you will be very familiar with how apps and clients work. The only difference is now it is inside of Microsoft Teams. Which means it’s probably a lot cooler than your desk telephone.

You need your Microsoft credentials and licenses, PBX or Trunk credentials, and some time. Usually about 10 minutes if Microsoft is processing well.

It will not affect your existing settings. The TeamMate Connector will not change your existing PBX or SIP Trunk setup or your existing Microsoft Teams account. It links them with a light touch.

It is included in the TeamMate Connector so the answer is Yes and No. Anyone that wants to connect SIP to the Microsoft Teams needs an SBC to negotiate the signaling and encryption required to keep the connection stable and secure. So, yes, there needs to be an SBC in place. The TeamMate Connector includes SBCs in several Microsoft Azure regions.

Yes. The idea is that whatever numbers you have assigned on your PBX will be added to Teams. Keep in mind that Teams is behaving as another appearance (Shared Call Appearance or Shared Line Appearance) for your same set of PBX users.

No, you will keep using your carriers and service providers who provide you with PSTN network services when using the TeamMate Connector. No changes there.

No, you’ll have all the features of Teams and your PBX will remain the same. Net gain of features.

It takes about 10 minutes if you have the information you need in use-able format to build the DIrect Route and link the PBX or SIP Trunk. If you are adding or bulk uploading users it can take 30-60 seconds to receive confirmation per user. Adding a customer Teams Application takes a few minutes.

Yes, extensively. Everything the Teams Users sees can be branded. Softkeys, Portals and Notifications all support customisation. If you are a Service Provider, we recommend that you create branding on initial setup so every one of your business customers has the same Microsoft Teams softphone experience.

charge per user per month. Right now a lot of our emphasis is on finding great distribution partners – Service Providers, Resellers, CSPs, MSPs, etc. – so pricing is by total licenses consumed (rather than by Enterprise Customer). We are happy to have the commercial conversation and to provide a proposal.

Tell your PBX or SIP Trunk service provider to get in touch with us or you can browse through the list of our Partners who can easily walk you through a demo and onboarding.

The TeamMate Connector makes a complex integration to Microsoft much easier to deploy and manage. The complexity is, in part, navigating Microsoft APIs and PowerShell and, in part, normalizing SIP messages across any PBX. Both are difficult but SIP normalization is a little bit magical.

TeamMate has portal access for multiple levels of administration. As an Enterprise Administrator you can only manage your business. As a Reseller Administrator you can create/manage all of your business customers in one portal. As a Master Reseller you can create/manage all of your Resellers in one portal. Very handy.

This is a great rhetorical question! In our troubleshooting guides we cover many of the common problems you might encounter. Since the Connector is connecting two quite complex systems – a PBX and Microsoft Office – the problems that come up are generally related to setting on these systems. Top three are: 1. Wrong Microsoft licensing; 2. PBX information populated in the wrong fields (naming standards are loose in the SIP world – we’ve tried to use common terms but these vary); and 3. Slow Microsoft provisioning. Not technically a problem because usually Microsoft is populating and propagating – it just can take a lot longer than you want to do it!

Yes. The Mobile Teams App dialpad is your PBX extension.