In this article, you will learn how to make and receive calls and use CloudTalk features directly within Microsoft Teams.
User Level: Admin, Supervisor, Agent
Ready to configure the CloudTalk + MS Teams?
Follow the step-by-step instructions in our Configure MS Teams guide.
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
Messaging: send and receive SMS messages through the Messages section of the CTI
Two-way status sync: keep agent status aligned in Teams and CloudTalk Phone
Azure SSO login: sign in securely with Microsoft credentials
Status synchronization
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.
If you need further assistance or have any questions, you can contact our Support team. We are always here to help you!