TDC Erhverv Teams Telephony Android App User Guide

TDC Erhverv Teams Telephony Android App User Guide

About this document – and worth knowing

This document describes the steps that must be taken to assist in the successful launch of telephony for Microsoft Teams.

We sometimes refer to a VK number. This is a unique number associated with your telephony solution and unequivocally identifies your telephony solution at TDC Erhverv.
The VK number appears in the Self-service portal. The VK number comprises the letters ‘vk’ followed by a number, (example: vk111111).

During implementation, it may be necessary to introduce a Frozen Zone period. Frozen Zone means that you are not allowed to change data in your previous self-service set-up during the Frozen Zone period. This is because we are programming call queues, assigning number, etc., and if any changes are made while we are programming, we cannot guarantee that these changes will be implemented. Frozen Zone is controlled by the type of Teams Telephony solution you have ordered and it will be agreed in more detail with the project manager assigned to you.

The document’s section will include references to Frozen Zone and call configuration.
Depending on your solution, certain sections may be irrelevant for your implementation. If in doubt, please contact your project manager.

Also, if you discover that you lack options or menu items in the Office 365 or Azure portal, try switching to a different browser. We have experienced that not all features are viewable in all browsers.

Make sure that all changes are made by persons who are skilled in and knowledgeable of Office 365.

Networks and clients

Networks
Having a successful experience of using Teams for audio and video communications in particular will depend on the network, particularly as this relates to latency, packet loss, and available bandwidth.
You should refer to Microsoft’s documentation to ensure stable and useful communication:

https://docs.microsoft.com/en-us/microsoftteams/upgrade-prepare- environmentprepare-network

Remember, too, that wireless networks are often the cause of poor video and audio experiences, so wired networks are always preferable.
Please note: Proxy servers and HTTPS Inspection should be avoided as these can significantly impair call quality and potentially remove the possibility of making calls altogether.
Connections and network quality can be tested on the following web page:
https://connectivity.office.com/

Installing clients
Client software can be downloaded from https://teams.microsoft.com/downloads See more here: https://docs.microsoft.com/en-us/MicrosoftTeams/get-clients

Supported devices, components
and headsetsAs a general rule, devices and components such as conference systems, meeting room systems, turtles, desktop phones and BusyLights certified by Microsoft for Teams are supported.

Note that not all Skype-supported devices and components are compatible with Teams.
Contact your provider/supplier for further details on specific devices and components.

Shortened Time To Live expiration date for DNS records

If you already use Skype for Business outside of Office 365, you will need to change the DNS TTL to 900 seconds in the following DNS records for every domain that you intend to use for Teams.
Do not edit the content of these records, only their TTL setting! Do this well in advance, such as two weeks before the GoLive day.
If you don’t, or if you do this too close to the GoLive day, it might impair functionality on the day itself.

Domains in Office 365

You can start registering domains right away. You must have an account with Global Admin privileges in your Office 365 to configure the settings below.

Registering domains for users
The domains that you wish to use for Teams (end users, call groups, and IVR workflows) must be registered and enabled in Office 365.
Do this together with someone who is adept at setting up Office 365.

If a domain is not registered, follow this procedure in the Office 365 Admin Centre:

• Settings > Domains > Add a domain
• Type the domain name and click Use this domain
• Create a relevant TXT record at your DNS hosting provider
• Click Confirm
• Enable Skype for Business for the user domains

If you use Skype outside of Office 365, do not change these records until the GoLive time. If a domain is not registered, follow this procedure in the Office 365 Admin Centre:

• Settings > Domains

• Click the domain

• Click DNS records

• Note here whether Exchange is on the list. This is important.

• Click Manage DNS

• Click More settings and Continue

• If you did not have Exchange as checked for above, deselect Exchange and Exchange Online Protection.

• Click Advanced settings and select Skype for Business.

• At your DNS hosting provider, create the four DNS records as described on the screen:
  sip.domainlyncdiscover.domain

• sip. Tls.domain

• sipfederationtls. Tcp.domain

• After creating these records, click Continue and Done.

Assign a user licence to a user on each domain
Some Teams functionalities run via Skype for Business. This part only works when Skype for Business is enabled for the domain – and it does not actually work until a user is issued with a Skype licence.

This is why a Skype for Business licence (e.g., under E1/E3/E5) must be assigned to at least one user per domain that you intend to use for end-users, call groups, and IVR workflows.

If you use Skype anywhere else besides Office 365, you may need to disable SIP for the domain. Contact your project manager at TDC Erhverv for further details.

Notify your TDC Erhverv project manager if you use Skype for Business anywhere else besides Office 365.

SIP trunking domain: how to register a VK number The following type of domain must be added and registered:

vknummer.hvoip.supertrunk.net, in which VKNUMMER is your VK number (example: vk111111.hvoip.supertrunk.net).

This domain must be set up and enabled for Skype. It enables you to call out via TDC Erhverv’s supertrunk, and it is also used for TDC Erhverv’s self- service for Teams.

TDC Erhverv manages the DNS for this domain. TDC Erhverv will set up a programming and self-service account for this domain at a later date.

The process for this in the Office 365 Admin Centre:

• Settings > Domains > Add a domain
• Type the domain name, vknumber.hvoip.supertrunk.net, and then click Use this domain (e.g. vk111111.hvoip.supertrunk.net).
• Select Add a TXT record to the domain’s DNS records and click Continue
• Copy and send the TXT name and TXT value to your project manager at TDC Erhverv

Notify your TDC Erhverv project manager about the DNS TXT record for DNS validation

• Click Confirm – this will fail to work until TDC Erhverv has set this up for approval
• Once TDC Erhverv has created this record, return to Settings > Domains and complete the process.

Creating user accounts in Office 365

After validating and confirming the vknummer.hvoip.supertrunk.net domain, create two user accounts – one for activating the trunk for telephony and one to be used by TDC Erhverv’s consultant to program call flows:

TDC-DirectRouting user account for trunking
Create a so-called DirectRouting user account in Office365.
Creating this user account ensures that telephony will be added to your Office 365 Tenant and Microsoft Teams.

The user’s primary address must be:
TDC-DirectRouting@vknummer.hvoip.supertrunk.net

The user account must be assigned an E1/E3/E5 licence or a Business Basic/Standard/ Premium licence.

The user account must also be assigned a licence that allows telephony (see the following table):

Deselect all apps from the user except Microsoft Teams and Skype for Business Online (plan 2) as these two apps must be selected.

Notify your TDC Erhverv project manager about the username and password

Teams Admin user account
The Teams Admin user account is used by TDC Erhverv consultants to configure and program your Teams solution. They set up call flows, enable telephony and assign telephony-related policies to users. They also use the account for support during the commencement of operations.

The name of the user account does not have to meet any requirements (we recommend ‘TDC-Admin’), but the domain must be vknummer.hvoip.supertrunk.net.

The Teams Admin user account must have the following roles:

• ‘Teams administrator’ (used for configuring and programming call flows)
• ‘Skype for Business administrator’ (to be able to change Teams using PowerShell)
• ‘Licence Administrator’ (enables the issuance or withdrawal of licences for telephony-enabled workflows)

A licence does not have to be issued required for the Teams Admin user account. This account can be disabled or deleted after commencement of operation.

Send the username and password to your TDC Erhverv project manager

Please note: If you use MFA (Multi-factor Authentication), you must decide how TDC Erhverv can access your Office 365 with this user when programming your solution.
If necessary, work out the details with your project manager or the consultant at TDC Erhverv.

Setting up telephony in Teams

It is not possible to configure the following until TDC Erhverv has given notification that the configuration on its systems is ready (we have to set up a telephony connection targeting your Teams). Additionally, you may need to wait up to 24 hours for backend replication in Office 365.
Contact TDC Erhverv if the following fails to work, even after waiting 24 hours.
Making the changes below is no problem, even if you use a different telephony solution in Teams. All you have to do is create a few policies and assign them to your users later in the process. This will prevent existing telephony from being disrupted.

PowerShell and connecting to Office 365 with PowerShell
(For space reasons, the program lines that must be run are dispersed over multiple lines in
the descriptions below.)

Completing the configuration requires the installation of PowerShell 5.1 or later, as well as the ‘Microsoft Teams’ PowerShell module.
Install the module as follows:
Start PowerShell and run:

Install-Module Microsoft Teams

If asked whether you want to install or update your NuGet provider, you must accept.

Establish the connection by running the following:
Connect-Microsoft Teams

Then, enter the username and password of a user who is assigned Teams administrator rights as a minimum.

Create Teams policies with PowerShell
Situations may arise in the following where changes are not implemented right away. If commands fail to work (generating error messages such as ‘object does not exist’), try again later, as backend replication in Office 365 can take time.
Enter your VK number on the first line:

If the last line fails to work, this is probably due to pending replication. Wait thirty minutes and try again.

Assign a phone number and Teams policies to a trunk user
Occasionally TDC needs to test or measure the connection to Microsoft, which is why you need to add a phone number to the TDC DirectRouting user account.
Your project manager will provide you with a test phone number for this purpose.

If you don’t know the test phone number, contact your project manager.

Licensing users

You should carry out this process as soon as possible to ensure that everything is ready for the programming. This includes both ordering licences and assigning them to users.
There are various options for issuing telephony licences to users (i.e., allowing users to get a phone number and being able to make phone calls with Teams).
Each user must have both a basic licence and a telephony licence (see the table below).
Contact your licence provider or TDC Erhverv to secure the correct licences.

Add licences for Phone System, Virtual User
This licence must be bought through your licence provider. TDC Erhverv can help you with this.

https://docs.microsoft.com/en-us/microsoftteams/teams-add-on-licensing /virtual-user Licences are free at the moment.

Each call flow must have its own resource account. To assign phone numbers to call flows, the call flow’s resource account must be assigned a ‘Phone System Virtual User’ licence. This licence will allow the setting up of telephony with limited functionality.
An example of a call flow with telephony is a main number ( after which the caller can press 1 for sales, 2 for customer service, or similar) Call flows without direct-line numbers (e.g., internal call queues or call queues affected by other call flows) do not require a licence. Examples of this are being able to call a department internally or a call flow that is enabled by another call flow (such as after pressing ‘1’ in the example above).

Audio conferencing licences
This licence must be bought through your licence provider. TDC Erhverv can help you with this.
Buy and assign the licence to users who are authorised to invite other telephony users to participate in conference calls.
If the person convening the meeting has this licence, the notice summoning the meeting will specify a phone number that attendees can call to join the meeting.
If the caller does not have this licence, participation requires the use of a Teams client or a Teams web client. This licence is not essential for start-up and can be purchased and linked to users afterwards.

Notify TDC Erhverv after purchasing and assigning the licences to your user accounts

Self-service

To update your Teams Admin Centre, you must set up integration via Azure. The process for creating the app in your Azure environment is shown below. Once a connection to the Azure app has been established, it must be connected to your TDC Erhverv Self-service.

Setting up and installing the Azure app for TDC Erhverv Telephony Integration

• Prepare Azure Tenant
• Create an app record for graph access and self-service integration
• Create an app record for the integration app and install the integration app
• Check the Azure subscription
• Have a resource group set it up and find the Tenant ID
• Create an app record
• Install the integration app
• Prepare the app’s external API credentials
• Conduct an app security review (optional)

Download the guide for setting up the Azure app with self-service here.
Integration with TDC Erhverv Self-service
Once you have set up and installed TDC Erhverv Telephony Integration in Azure, you must connect it to our Self-service. The link to the guide below provides step-by-step instructions on how to log in to Self-service as an administrator user and configure AD integration. After following the guide, you will have completed the following:

1. Logged in to Self-service as administrator and navigated to ‘Telephony solution’ in the left menu.
2. Clicked ‘AD integration’.
3. Completed the steps for configuring the Azure app, including entering the domain and Tenant ID.
4. Completed the steps for Graph app, during which you will have entered the Client ID, Client Secret, and expiry date.
5. Configured the TDC Erhverv app by entering the app’s URL, an app key, and an email address for app update notifications.
6. Selected an AD group, such as Self-service end-users, and clicked ‘Continue’.

After following these steps correctly, you should see a confirmation on your screen stating that the configuration was successful.
Download the guide for integration with Self- service.

Checking possible error situations

Active directory synchronization and conflicting attributes
If you are currently using or have previously used Azure AD sync, there may be instances in which a user cannot be enabled for telephony because certain user attributes were set using incorrect values.
This could especially be true in cases where you have had Office Communications Server, Lync or Skype for Business in the active directory being used for the synchronization process, but this has also been seen in other contexts.
You should run this command:

as it will generate an overview of your users.
Users whose Hosting Provider value is ‘SRV:’ must be changed before the telephony feature will work for them.
The same applies to users whose InterpretedUserType value includes the text ‘MCOValidationError’.

If any of your users are set up with these values, you should contact your TDC consultant to get this rectified as soon as possible.

Your TDC Erhverv consultant will check the users and help you resolve these issues.

Programming your solution

Once Frozen Zone has started and the actions up to and including section 0 have been performed, TDC Erhverv will begin to program your solution. Please note that it is not possible for TDC Erhverv to start the programming before this.
During this phase, TDC Erhverv’s consultants will set up your call flows and call queues and assign phone numbers and policies to your users.
TDC Erhverv’s consultants are aware of whether you already have telephony.

Two days before GoLive
All users have a domain in their login, and certain requirements are stipulated for configuring these domains.
Telephony for your users will only work if:

• The domains are enabled for Skype
• SIP traffic is enabled for the domains
• At least one user on each domain has a Skype licence

Make sure that the above steps have been completed no less than two days before the GoLive date. Otherwise, there is no guarantee that telephony will work, because, as mentioned above, it can often take a long time for Microsoft to activate the settings.
This may cause disruptions in relation to federation with other Skype customers, as well as with status views in Teams and Skype, but it is still imperative to do this.

Make sure the domains are enabled for Skype
You must go to the Office 365 admin portal and do this for all the domains with which Teams telephony users are affiliated.
Settings > Domains > (Select the domain) > DNS records.
Make sure that DNS records for Skype for Business are listed in the overview.
If they are not, follow the instructions described in section 3.2.

Make sure that SIP traffic is enabled for the domains
Sign in to Teams PowerShell as described in section 5.1.
Run the command

Check the status value of the relevant domains.
If any users have domains in which SIP traffic is disabled, this must be enabled.
Do this via PowerShell: log in as described in section 5.1 You can enable SIP using this command:

Activate Skype licences for all users
All users who are to have telephony must be issued with Skype licences by no later than this time. If this hasn’t been done, we cannot guarantee that Office 365 will have configured the telephony set-up of these users when your solution goes live.

The Skype Licence is available as an app under the previously mentioned licences (see section 6). This and the other domain settings ensure that Office 365 has time to configure the components for telephony in Office 365.
Find the users in Office 365 and look under Licences and apps, expand apps and make sure Skype for Business Online (Plan 2) is enabled.

The evening before GoLive

Your Teams solution must be put into operation and activated before your GoLive time.
We advise you to do the following the evening before GoLive Day, to ensure time for testing and error handling.
Coordinate this with your TDC Erhverv project manager and/or consultant.

• Enable Skype on your user domains and change the DNS records
• TDC Erhverv will activate the call flows
• TDC Erhverv changes the destination of your phone numbers (if you already have another telephony solution)
• Put your Office 365 Teams in ‘Teams Only’ mode

The points you must carry out are described below.

Enable Skype for Business for the user domains and create DNS records
Next, make sure that Skype is enabled on the domains where your users are active and make sure that DNS records have been created.
If the domain is not registered, follow this procedure in the Office 365 Admin Centre (for all domains in which you have Teams users):

• Settings > Domains
• Click the domain
• Click DNS records
• Note here whether Exchange is on the list. This is important.
• Click Manage DNS
• Click More settings and Continue
• If you did not have Exchange as checked for above, deselect Exchange and Exchange Online Protection.
• Click Advanced settings and select Skype for Business.
• At your DNS hosting provider, you must change these four DNS records:

Type| Name| Priority| Impor tance| Port| Value| TTL
---|---|---|---|---|---|---
CNAME| sip.| | | | sipdir.online.lync.com.| 900
CNAME| Lync discover.| | | | webdir.online.lync.com.| 900
SRV| _sip._tls.| 100| 1| 443| sipdir.online.lync.com.| 900
SRV| _sipfederationtls._tcp.< domain>| 100| 1| 5061| sipfed.online.lync.com.| 900

Note the underscore characters at the start of the two SRV records: these are important and must be included.
The same applies to the terminal points under Value as some DNS hosting providers require these.

If you already have records with the same name but of a different type, delete those records first. Then create the new records with the correct type as indicated above.

• After creating these records, click Continue and Done.

Notify the TDC Erhverv delivery consultant after having revised your DNS records

Put your Office 365 Teams in ‘Teams Only’ mode
Office 365 has a setting that tells Teams how to exchange data with Skype for Business.
This is found in the Office portal: Select View all from the menu, select Teams, settings for the entire organisation, Upgrading Teams and look at the Coexistence mode.
The correct setting is called Teams Only.

Coordinate changes to this setting with your TDC Erhverv delivery consultant

After GoLive

Set up Time To Live for DNS records again
A few days after GoLive, you should reset the TTL expiration date to its original setting for DNS records used on all the domains that you use for Teams.
We recommend the value 3600

Account for support access after the commencement of system operation
For future support, TDC Erhverv must have administrative access to your Office 365 via Microsoft’s partner programme or, alternatively, that a user is created with the following:

• No Multi-factor Authentication (or use MFA with conditional access, see below)

• Auto-generated code of 16+ digits with both uppercase and lowercase letters, numbers, and characters.
  The password may expire.

• The following two roles: Teams Administrator and Skype for Business Administrator.

If you cannot create a user without MFA, conditional access can also be used. In this case, enable TDC Digital Communications’ IP address, 77.234.170.10/32.

Please note: TDC Erhverv does not make any changes to your configuration without a clear prior agreement. Similarly, this account will not be used unless a support request has been received from you.

Microsoft partner programme:
https://docs.microsoft.com/da- DK/microsoft-365/commerce/managepartners?view=o365-worldwide&viewFallbackFrom=o365-
worldwide%3FWT.mc_id%3D365AdminCSH_inproduct

Checklist

Preparation

1. Have the TTLs of DNS records been shortened?
2. Have users’ domains been added in Office 365?
3. Is Skype enabled for the domains?
4. Has a user on each domain received a Skype licence?
5. Has the vknummer.hvoip.supertrunk.net domain been registered?
6. Has Skype been enabled for vknummer.hvoip.supertrunk.net?
7. Has the TDC-DirectRouting user been set up? Including with a licence?
8. Has a Teams admin account for the TDC Erhverv consultant been set up?
9. (Optional) Has MFA been considered?
10. Have policies and voice routing for Teams been set up?
11. Do your users have Teams, Skype, and telephony licences?
12. Have you added Phone System Virtual User licences for the users?
13. (Optional) Have licences for Audio Conferencing been added?
14. If you’re using Azure AD Sync, have you checked your local AD for Skype-related data?

Two days before GoLive

1. Are your domains enabled for Skype?
2. Has SIP traffic been turned on for the domains?
3. Have you activated the Skype licences for all your users?

Evening before GoLive

1. Have your DNS records been revised to point at Office 365?
2. Are your Teams in ‘Teams Only’ mode?

After GoLive

1. Have you reset your DNS TTLs to their original settings?

References

• Microsoft 365 network connectivity test
• Administrer partnerrelationer for Microsoft-certificerede løsningsudbydere | Microsoft Learn
• Get clients for Microsoft Teams - Microsoft Teams | Microsoft Learn
• Microsoft Teams Phone Resource Account licenses - Microsoft Teams | Microsoft Learn
• Prepare your organization's network for Teams - Microsoft Teams | Microsoft Learn
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