This article explains how to access and make the most of CloudTalk Phone functionalities directly from the Microsoft Teams interface. It covers everything you need to know to seamlessly integrate and use CloudTalk's features within MS Teams, enhancing your communication and workflow efficiency.
User Level: Admin, Supervisor, Agent
Using CloudTalk with Teams
Integrating CloudTalk phone features into your MS Teams workplace can reduce clutter in your workflows with a simplified dialing process that consolidates the apps agents need to use to communicate with clients. Our Teams integration offers Microsoft users an in-app experience of CloudTalk Phone’s essential functionalities.
CloudTalk Phone CTI
Once you’ve added the CloudTalk app for MS Teams, you can access the following features directly from your Teams sidebar:
Call history & details - review past calls and their metadata
Contact management - view and edit contact information in-app
Outbound calls - launch calls from Teams (requires the CloudTalk Desktop app running in the background)
Dial pad - select outbound numbers or place anonymous calls
Two-way status sync - keep agent status aligned in Teams and CloudTalk Phone
Azure SSO login - sign in securely with Microsoft credentials
Status Sync Behavior
CloudTalk’s CTI integration keeps your agent’s presence consistent across MS Teams and CloudTalk Phone. Status updates are synchronized both ways:
Status mapping
MS Teams Status | CloudTalk Status |
Available | Online |
Be Right Back | Idle |
Away | Idle |
Appear Offline | Offline |
Sync rules
From CloudTalk → Teams: When logged into the CloudTalk Desktop app, changing your status (Online / Idle / Offline) updates your MS Teams status.
From Teams → CloudTalk: When logged into Teams, changing your status (Available / Be Right Back / Away / Appear Offline) updates your CloudTalk Phone status.
Prerequisites
To integrate MS Teams with CloudTalk, you need to:
Be on the Essential plan or higher
Have Azure Single Sign-On (SSO) enabled
Keep the CloudTalk Phone desktop application running in the background while making calls in MS Teams
Setup
From your MS Teams dashboard, you can access our CTI just like any other app added to your Microsoft account:
Click on Apps.
Search for
CloudTalkin the Microsoft apps marketplace.Locate the CloudTalk CTI app for MS Teams and add it.
Select the app from the sidebar to access CloudTalk Phone features within Teams.
Ensure Azure SSO is set up in the Dashboard for login.
Keep the CloudTalk desktop app open on the same device while making calls.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!