Overview

MiCloud for Microsoft Teams brings robust, enterprise-grade communication and collaboration capabilities to the Teams desktop and mobile applications. With the MiCloud for MS Teams Integration, users can make calls (to DID and to external numbers), and initiate meetings in MS Teams.
MiCloud for Microsoft Teams is supported in North America, UK, and Australia.

NOTE: MiCloud for Microsoft Teams is currently in controlled release in Australia. Therefore, the MiCloud MS Teams Integration feature is not listed for accounts in Australia in the Add-On Features page of the Account Portal or in the Manage Add-Ons page of Account Console. To make the feature available in the Add-On Features page and in the Manage Add-Ons page, contact Support.

Prerequisites

• Add-on licensing for your existing Microsoft Office 365 license depending on the services required.

  Existing License	To Get Calling Only	To Get Calling and Conferencing
  Microsoft 365 Business License	Common Area Phone License	Microsoft Business Voice License
  E1 or E3	Phone System License	Phone System and Conferencing License
  E5	Do Nothing E5, has Phone System and Conferencing	Do Nothing E5, has Phone System and Conferencing

  Purchase the correct license as per your requirement. If you need assistance determining which add-on licensing you need, contact Support or Microsoft Support.
• If you have Microsoft 365 Business Voice, you must disable the Domestic Calling Plan feature.
• Two spare Office 365 licenses for initial setup.
• Global Admin access to Office 365.
• IMPORTANT: Accounts with Microsoft Teams users in Australia must configure a normalization rule to route emergency calls to 000 from Microsoft Teams. For more information, see Configuring Rule for Emergency Calling (MiCloud for Microsoft Teams). (This is applicable only for accounts with Microsoft Teams users in Australia).

Features

• Call controls: Enables users to mute/unmute, hold, resume, and transfer calls
• Interactive Voice Response (IVR): Businesses can create sophisticated and global call-flow configurations.
• Call handling: Route incoming calls to any or all of the user's devices eliminating the need to be tethered to a desktop computer.
• Call queues: Route and distribute calls to several extensions and set up overflow capabilities when it gets busy.
• Service Level Agreements (SLA): MiCloud for Microsoft Teams offers native PSTN with industry-leading available 99.99% SLA. MiCloud features and functionality remain at RingCentral's SLA. End users accessing the integration via Teams are subject to the Microsoft Teams SLA.

Limitations

• MiCloud for Microsoft Teams is not intended for Contact Center users. Contact Center users utilize Agent Interaction Center along with Client or along with desk phones to access all Contact Center capabilities such as wrap, release, and so on. 
  Example: For a company with 500 users, out of which 50 are Contact Center users, the 450 non-Contact Center users can use MiCloud for Microsoft Teams. The 50 Contact Center users will not be enabled with the MS Teams feature and will not sync in the Integration portal.
• The following features are not currently supported:
  • MiCloud voicemail on MS Teams. However, you can dial the voicemail number to listen to MiCloud voicemails.
  • Park/Unpark
  • Barge In
  • Silent Monitor
  • Silent Coach
  • Blocking Caller ID
  • MS Teams SCA/BCA
  • MS Teams music on hold (MOH) 
  • Global Users
  • Line Monitor
  • Exchange Sync
• Registering any other endpoint for the same user when MS Teams is enabled.
• After you assign a license to a user, due to the latency between Microsoft 365 and Microsoft Teams, it will take up to 24 hours for the user to be assigned with a calling plan. For more details, see Assign Teams Add-on Licenses.
• Add-on licensing from Microsoft is required for Conference calls to external numbers (see Prerequisites). However, this is not required for Conference calls involving only internal numbers.
• When you call a Microsoft Teams contact, the call routes through the Microsoft exchange. To route calls through your MiCloud phone system, save the contact with their MiCloud phone number and extension.
• Multiple accounts cannot use the same office domain. This will have an impact on the telephony.
• On-demand call recording is not currently supported for Interaction Recording via Microsoft Teams. (Only Always On call recording is supported.)
• Calls placed to a hunt group with simultaneous ring will be forwarded to voicemail if not answered within 20 seconds. 
• Incoming calls will be forwarded to PBX voicemail if not answered within three rings. However, you can increase the number of rings to five and forward the calls to MS Teams voicemail.
• Only one endpoint can be registered for call control access at a time. Client, desk phones, and other endpoints cannot be active together at the same time. Features that can be configured or used only by these endpoints cannot be used with MiCloud for Microsoft Teams.
  Note: Microsoft Teams do not support Escalation Profile.

Configuration (for Account Administrators and Phone Managers) 

See Activating MiCloud for Microsoft Teams for information about configuring MiCloud for Microsoft Teams and managing the users.

Getting Started with MS Teams Desktop Application (for Users)

See Using MiCloud for Microsoft Teams for information about using MiCloud for Microsoft Teams.

Activating MiCloud for Microsoft Teams
Using MiCloud for Microsoft Teams
Managing MiCloud MS Teams Integration - Account Portal
MiCloud MS Teams Integration - Account Console