# Connect Teams users in the PBX

> Add your Microsoft Teams accounts to a User or to a SIP trunk so they can make and receive calls.

- URL: https://kb.voipcloud.online/au/teams-and-sip/microsoft-teams/connect-teams-users-in-the-pbx/
- Section: Microsoft Teams and SIP trunking › Microsoft Teams
- Type: guide
- Applies to: All countries
- Last reviewed: 2026-11-09

After [setting up direct routing](https://kb.voipcloud.online/au/teams-and-sip/microsoft-teams/set-up-direct-routing/), connect each Teams account in the PBX. This decides how calls reach Teams, and gives the account a call plan for outgoing calls. Without this step, Teams users can't make calls.

## Before you start

- Your Teams accounts are listed in **Services** › **Microsoft Teams** › **Microsoft Teams accounts**.
- Choose one option for each Teams account. An account can only be used in one place: once it's in a User or a SIP trunk, it's no longer offered elsewhere.

| Option | Choose it when |
| --- | --- |
| [A User with a Microsoft Teams device](#option-1-a-user-with-a-microsoft-teams-device) | You want the PBX call flow (queues, ring groups, voice menus, voicemail, recording) to handle calls, and Teams to ring like any other phone. |
| [A SIP trunk in Microsoft Teams gateway mode](#option-2-a-sip-trunk-in-microsoft-teams-gateway-mode) | You want Microsoft Teams' own phone system to handle calls. |

## Option 1: a User with a Microsoft Teams device

You need an unassigned user licence for each person, ordered in **Services** › **PBX licences**. The user's call plan comes from that licence.

1. Go to the **PBX** tab. Drag **User** from the **Accept, make and divert calls** group onto the canvas, or open an existing user. Click the gear icon.
2. Enter the **Name**, choose the **Licence subaccount** and set the **Default caller ID**.
3. Under **Device configuration**, click **Add** and choose **Microsoft Teams**.
4. In **Select MS Teams account**, choose the person's **Microsoft Teams account** and click **Add**. If you see "There are no Microsoft Teams accounts available", add the account in **Services** › **Microsoft Teams** first, or check it isn't already used in another User or SIP trunk.
5. Click **Save**.
6. Connect an [Inbound number](https://kb.voipcloud.online/au/pbx/receive-calls/inbound-number/), queue or ring group to the user so calls reach them.
7. Click **Apply configuration**.

![User settings with the device list on the right](https://kb.voipcloud.online/au/images/pbx/accept-make-divert/user-settings.webp)

Things to know:

- Each user can have one **Microsoft Teams** device. It can ring together with their Webphone, desk phone or mobile; set the order with **Ring mode for incoming calls**.
- A **Microsoft Teams** device doesn't use one of your PBX device licences. The Teams account itself is what you order in **Services** › **Microsoft Teams**.

- A user with a Microsoft Teams device turned on for incoming calls always counts as online, so queues and ring groups will always try to ring them.
- To turn Do Not Disturb on or off from Teams, dial **\*** followed by the user's internal number, for example **\*1003**.
- Blind transfers to a [Call parking](https://kb.voipcloud.online/au/pbx/mass-incoming-calls/call-parking/) slot may not work as expected from Teams.

See [User](https://kb.voipcloud.online/au/pbx/accept-make-divert/user/) for every setting.

## Option 2: a SIP trunk in Microsoft Teams gateway mode

You need an unassigned trunk licence and enough channels, ordered in **Services** › **SIP trunking**. Each channel carries one call at a time.

1. Go to the **PBX** tab. Drag **SIP trunk** from the **Accept, make and divert calls** group onto the canvas and click the gear icon.
2. Enter a **Name** and set the **Number of channels**.
3. For **Mode**, choose **Microsoft Teams gateway**.
4. Choose a **SIP trunk call plan**. Without one, outgoing calls from Teams won't work.
5. Choose the **Caller ID** for outgoing calls, and set **Ring time, seconds**.
6. Click **Add Microsoft Teams account** and choose each Teams account this trunk serves.
7. Click **Save**, connect an [Inbound number](https://kb.voipcloud.online/au/pbx/receive-calls/inbound-number/) or another object to the trunk, and click **Apply configuration**.

![SIP trunk in Microsoft Teams gateway mode](https://kb.voipcloud.online/au/images/pbx/accept-make-divert/sip-trunk-teams-gateway.webp)

In this mode, the SIP trunk has no outgoing paths on the canvas: calls go to Teams, and Teams decides what happens next.

See [SIP trunk](https://kb.voipcloud.online/au/pbx/accept-make-divert/sip-trunk/) for every setting.

## Check it works

1. Check that you clicked **Apply configuration**.
2. Call the number connected to the user or trunk from a mobile. Teams should ring.
3. Call a mobile from the Teams dial pad. The mobile should show the caller ID you chose.

If Teams doesn't ring, see [Troubleshoot Microsoft Teams](https://kb.voipcloud.online/au/teams-and-sip/microsoft-teams/troubleshoot-teams/).

## Next steps

- Send missed calls to [Voicemail](https://kb.voipcloud.online/au/pbx/accept-make-divert/voicemail/) with the user's **No answer** path, and [turn off Teams voicemail](https://kb.voipcloud.online/au/teams-and-sip/microsoft-teams/turn-off-teams-voicemail/).
- Share calls across a team with a [Queue](https://kb.voipcloud.online/au/pbx/mass-incoming-calls/queue/) or [Ring group](https://kb.voipcloud.online/au/pbx/mass-incoming-calls/ring-group/).