The Microsoft Teams integration utilizes Microsoft Direct Routing to connect Sonar to Microsoft 365. Once activated, your users can make and receive calls in Microsoft Teams (desktop, web, and mobile) using their assigned Sonar extension.
Sonar for Microsoft Teams: Key Benefits
Once enabled, your organization will gain key benefits directly within Microsoft Teams.
Business Continuity
If Microsoft Teams becomes unavailable, calls continue to ring on other registered Sonar devices, including desk phones and the Sonar web phone.
Access to Sonar Platform Features
Calls placed through Teams are processed by Sonar, allowing continued use of:
- Call Recording
- Call Analytics & Reporting
- Voicemail Transcription
Hybrid Deployment Support
Organizations may use a combination of Teams softphones and physical Sonar desk phones. Users do not need to be on the same device type to call each other or share extensions.
Direct Access to Support
Users may dial 611 from within Teams (once enabled) to reach the net2phone Canada Support team.
After Activation and Enablement
Once the integration has been completed and Microsoft has finished syncing:
- The Calls app will appear in the user’s Microsoft Teams sidebar.
- A dial pad will be available inside the Calls section.
- All inbound and outbound calls will display and use the user’s assigned Sonar business number.
When the dial pad becomes available, users may:
- Place a test call to verify audio
- Allow Teams access to the microphone when prompted
- Enable desktop notifications to avoid missed inbound calls
Note: Microsoft may take up to 24–72 hours to finish syncing before the dial pad appears.
Limitations & Known Behaviours
Please be aware of the following behaviours when using the Sonar for Microsoft Teams integration.
| Category | Behaviour |
|---|---|
| SMS/MMS | Messaging is not supported in the Teams dial pad. SMS/MMS is available through Sonar apps only. |
| Faxing | Not supported in Microsoft Teams. Faxing remains available through the Sonar platform. |
| Emergency Calling (E911) | 911 calls route through Sonar’s trunking policies, not Microsoft Teams location services. |
| Call Recording | Recording begins when the call connects to the Sonar platform, not during ringing inside Teams. |
| Voicemail | Teams voicemail and Sonar voicemail are separate systems. To enable voicemail-to-email or shared behaviour, configuration must be done in both platforms. |
| Sync Delay | After user enablement, Microsoft may take up to 24–72 hours to display the dial pad or calling ability in the Teams client. |
| Do Not Disturb (DND) | DND in Teams blocks ringing only inside Teams. Other Sonar devices (desk phone, web phone, mobile) will continue to ring unless DND is set in Sonar. |
Licensing Requirements and Activation Prerequisite
Before any users can be enabled for calling inside Teams, a Microsoft 365 Global Administrator must complete the one-time activation process. Learn how to Set Up Sonar for Microsoft Teams (Admin Activation Required).
