Applies To

Call2Teams - Customer


Where there is a need to convert Phone App users back to standard users.

Solution: Individual Users
  1. Ensure the user has the Teams Phone (Phone System) licence in the MS Tenant. This allows Direct Routing to be provisioned.
  2. Uninstall the Phone App in the Teams client.
  3. In the service portal, delete the user.
  4. In the service portal, perform a fresh SyncRe-Add the user from the available list.
  • Re-Syc as required.

Solution: All Users

  • Perform the above steps for all users.
  • Before the final Sync, switch off the PhoneApp Service
  • In the MS365 admin center, revoke the auth to use PhoneApp.
  • When certain that Phone App is no longer required, it is possible to remove it from Microsoft 365 under Teams Apps 


Where there is a large volume of users to convert, administrators may be able to delete the PBX or Trunk Service provided that this does not affect any Standard users. 

Beware: This will remove ALL users linked to that service (including existing Standard Users).