With the Aircall and Microsoft Teams integration, users can place calls to customers directly from Microsoft Teams and collaborate with colleagues by sharing contact details in chats or channels.

The Aircall and Microsoft Teams integration helps enable seamless communication between sales, support, and back-office workers. Customer-facing teams can easily consult experts within their company on tickets and opportunities, so companies can enrich both internal and external conversations.

This article will show you how to get the most value from your Aircall and Microsoft Teams integration.

💡 For information on installing/configuring the integration, please visit How to Configure Your Microsoft Teams - Aircall App Integration.

Pin Aircall in MS Teams

Users of Microsoft Teams should pin the Aircall App in Teams for quick access in chats and channels:

If the Aircall icon does not appear after pinning the application, you may need to unpin another application.

Contacts

The Aircall application in MS Teams includes a section for Aircall contacts, where users will be able to:

  • Search for contacts

  • Add new contacts

  • Call contacts using the Aircall phone

💡 With the Aircall Contacts tab, users will be able to keep a list of both internal and external contacts in Microsoft Teams for simpler contact management.

Search for Contacts

Users can search for Contacts by entering a name or number into the search bar. Please note that users must type at least three letters or four numbers in the search bar for results to populate. Results will display external contacts, and will not show internal Teammates using Microsoft Teams.

Add New Contacts

By clicking “Add new” in the Aircall contacts section, and entering in the information manually, users are able to add contacts to Aircall directly in MS Teams.

Call Contacts Using the Aircall Phone

After searching for a contact, users are able to click on the phone icon to place a call to the contact in Aircall.

💡 Placing a call from Microsoft Teams allows users to spend more time in the platform they use most for collaboration and communication, while streamlining their outbound call workflow.

Availability Sync

Once installed, users will be able to map their Microsoft Teams availability with their Aircall availability. Should a user need to set themselves to Away in Microsoft Teams, they can choose if that automatically sets them as Unavailable on Aircall. If a user takes a call with Aircall, they can choose if that automatically sets them as Busy in Microsoft Teams.

💡 Availability Sync prevents Aircall and Microsoft Teams from ringing at the same time, so users can spend more time talking to customers and prospects without interruptions or missed calls.

If a user wishes to not sync availability at all, they can toggle it off at the top of the page. Users are able to turn availability sync on or off at any time.

⚠️ Please note: When toggled on, Availability Sync will function at all times of the day, including after any Working Hours set in Aircall. Should a user be outside of their Working Hours in Aircall, and thus be Unavailable, but change their status in Microsoft Teams to Available or another status mapped to change the Aircall status to Available, the User will be made Available in Aircall.

In Chat Actions

MS Teams users are able to perform several actions within their chats/channels, including:

  • Adding new contacts

  • Searching existing contacts/sending calling cards

  • Calling with Aircall

Adding New Contacts

Users can hover over a message from a Teammate, click the three dots in the upper-right, go to "More actions," and select "Add contact":

💡 Adding contacts from a chat or channel will automatically pre-populate the name and email fields. It is especially useful in channels shared with another company, so you can add Aircall contacts who are not already your teammates.

Searching Existing Contacts/Sending Calling Cards

Users are able to search for their Aircall contacts in MS Teams by clicking the Aircall icon in a chat or channel, then entering a contact name to search.

⚠️ Please note: the contacts shown will be your recent contacts, meaning they will need to be contacts that you have recently made/received a call to/from in order to show. When searching for a contact, users will need to enter at least three letters or four numbers in the search bar to start seeing results. Contacts will only show one of their saved numbers from Aircall.

After searching, users can then select a contact to send a Calling Card in the chat or channel. This includes the contact information and a link to the contact’s profile in a CRM. You can then call the contact or download the contact’s vCard.

💡 Calling Cards allow companies to easily collaborate on tickets and opportunities. Whether passing a ticket to someone on your team, or consulting a subject matter expert within your company, they allow users to easily gain context on a particular contact and then place a call directly from the Calling Card.

Call with Aircall

Users are able to place calls by hovering over a message from a Teammate, clicking the three dots in the upper-right, going to "More actions," and selecting "Call with Aircall."

💡 Remember: you can also call contacts from the Contacts tab, or by placing a call from the “Call Mobile” button on a Contact Card. This will be especially helpful for calling external contacts from Microsoft Teams.

Clicking on one of the Aircall or Azure AD numbers will open your Aircall app to the Keypad page, with the number autofilled. Users can then click the call icon in Aircall to start the call.

Requirements

Aircall Desktop Application

In order for the Click to Dial feature to function properly, you must have the Aircall Desktop application installed. The application can be downloaded at aircall.io/download, and for information on hardware requirements and recommendations, please visit: Device & Headset Recommendations.

⚠️ Please note: Click to Dial will not function on Chromebook devices as the Aircall Desktop application is not supported for Chromebook at this time.

Active Chat

In order to use Click to Dial in a chat, users must have sent or received at least one message to the contact they wish to call. If a chat with a contact is open, but no message has been sent or received yet, the Click to Dial feature will not work.

Number Format

In order for Click to Dial to function properly, each phone number for contacts a user wishes to call must contain the country code.

Tel Link Settings

In order for the integration to be successful in opening Aircall, please make sure that Aircall is set as the default application for opening Tel links. For more information on this, please visit: Selecting Your Default Application for Opening Telephone Links.


Still in need of assistance? Please feel free to reach out to the Support Team and we will be happy to assist!

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