Overview
This article provides information about the PSTN calling capabilities within the 8x8 for Microsoft Teams app, which enables 8x8 users to initiate outbound calls within Microsoft Teams without requiring a Microsoft Teams Phone Standard license.
Applies To
- 8x8 Work (Desktop, Web, Mobile)
- Microsoft Teams (Desktop, Web, Mobile)
- 8x8 for Microsoft Teams app
- Users without Microsoft Teams Phone Standard license
What is the 8x8 for Microsoft Teams app?
The 8x8 for Microsoft Teams app (also referred to as the 8x8 Teams app) is an application inside Microsoft Teams that brings advanced 8x8 UCaaS capabilities into the Teams interface, including SMS/MMS, Fax, Call Recordings, Voicemail, and Call Queues.
The app also provides support for outbound PSTN calling for Teams users who are not licensed for Microsoft Teams Phone. Calls are initiated in Teams and completed through the 8x8 Work client (desktop, web, or mobile), ensuring enterprise-grade reliability, global reach, and compliance.
The 8x8 Teams app works in two ways depending on Microsoft Teams Phone licensing:
- Licensed for Teams Phone (Direct Routing): Users make and receive PSTN calls through the native Teams dialer, while continuing to access 8x8 UCaaS capabilities through the app.
- Not Licensed for Teams Phone: Users can place outbound PSTN calls directly from the 8x8 Teams app insisde Teams. In this case, the app displays a Calls tab that displays the 8x8 dialer. When a number or contact is dialed, the call is initiated in Teams and completed through the 8x8 Work client.
- Calls can also be initiated by hovering your mouse cursor over any Calls history entry or Contact within the app, and then click on the phone icon.
What are the requirements for setting up calling within the 8x8 for Microsoft Teams app?
To enable outbound PSTN calling through the 8x8 for Microsoft Teams app, all of the following conditions must be met:
Required Conditions:
- Logins: Users must be logged in (using the same Microsoft credentials) into Microsoft Teams, the 8x8 for Microsoft Teams app (inside Teams), and 8x8 Work for Desktop (or Web or Mobile - depending on preferred device platform).
- Presence Sync: The 8x8 Presence Sync with Microsoft Teams must be installed. At minimum, the one-way Teams to 8x8 Presence Sync option must be enabled.
- Verify the Presence Sync integration at: https://cloud8.8x8.com/vos-teams.
- No Microsoft voice service licenses: Users must not have any of the following license types assigned:
- PhoneSystem - Microsoft 365 Phone System
- MCOEV - Microsoft Office 365 Enterprise Voice
- MCOPSTN1 - Microsoft 365 Domestic Calling Plan / Calling Plan (Domestic)
- MCOPSTN2 - Microsoft 365 Domestic and International Calling Plan / Calling Plan (Domestic + International)
- MCOPSTNC - Microsoft Communications Credits / Communications Credits
DEVELOPERPACK_E5 - Microsoft 365 Developer (E5) / Developer Pack E5
- 8x8 Work: The standalone 8x8 Work application (for Desktop, Web, or Mobile) must be installed and running side by side with Microsoft Teams on their respective platforms.
Microsoft Licensing
- Microsoft users can directly access their Microsoft Subscriptions page to check their assigned user licenses and subscriptions.
- Microsoft administrators can directly access the Microsoft 365 admin center Active users page to review and update user licenses, subscriptions, and apps.
Are instructions available for converting Phone App users to use the 8x8 Teams app PSTN calling feature?
A brief conversion guide is available here:
- How to Enable 8x8 Phone App Users to use the PSTN Calling Feature in the 8x8 for Microsoft Teams App
Can I import the Microsoft Global Address List (GAL) into the 8x8 for Microsoft Teams app?
Yes, it is possible to import Microsoft Teams corporate directory into the new 8x8 app inside Microsoft Teams. This requires installing the 8x8 Presence Sync with Microsoft Teams feature.
To enable this functionality:
- Install the Teams to 8x8 Presence Sync
- Install the 8x8 to Teams Presence Sync
- Install the Enhanced Presence Sync
- Import Microsoft Teams Contacts into 8x8
The Enhanced Presence Sync allows users to see all their Microsoft Teams contacts from Azure/Entra within the 8x8 Directory, providing comprehensive directory integration.
Contact Import: Additionally, Microsoft Teams contact import from Azure/Entra within the 8x8 Directory currently supports up to a maximum 10,000 contacts (alphabetically). 8x8 has an enhancement planned to allow administrators to select groups of users to import from Entra. (Timeframe is TBD)
How do I enable the 8x8 Corporate Directory in the 8x8 for Microsoft Teams app?
An administrator must enable the corporate directory feature through the 8x8 Admin Console:
- Navigate to 8x8 Admin Console > Work Apps Settings
- Toggle on the Enable Contacts management in the MS Teams 8x8 Work app option (this is disabled by default)
- Once enabled, a new Contacts tab appears in the 8x8 app inside Microsoft Teams
The Contacts tab will display:
- All 8x8 licensed users
- Services (8x8 Call Queues or Ring Groups)
- Company contacts (imported by admin in Admin Console > Contacts)
- Personal contacts created by the user
Does this solution support 8x8 Work for Desktop, Web and Mobile?
Yes, this solution supports all 8x8 Work platforms:
Desktop Usage:
- When Microsoft Teams is used on desktop, it will cross-launch either 8x8 Work for Desktop or 8x8 Work for Web, depending on which application is currently open. If various 8x8 Work apps (e.g. Desktop and Mobile) are open and signed-into by the user, they will all ring at the same time.
Mobile Usage:
- When the Microsoft Teams mobile app is used, it will cross-launch the 8x8 Work for Mobile app.
The cross-launch functionality automatically detects the appropriate 8x8 Work application to launch based on the platform and what's currently available on the user's device.
Why do I have to "accept" an outbound call placed through the 8x8 for Microsoft Teams app?
When placing an outbound call, the user needs to first answer the call in 8x8 Work before the actual call is placed and connected.
An enhancement is on our roadmap (date TBD) to remove this need to answer before the actual outbound call is placed in 8x8 Work.
Additional Information
For more detailed information, please see the following: