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This guide is for the person who manages integrations in Presolve and the firm’s Microsoft 365 administrator. Permission to manage Presolve integrations does not grant Microsoft administrator privileges. Attorneys and staff connecting their own work accounts should start with Connect your Microsoft Teams account.

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Understand firm access and individual connections

Microsoft administrator consent allows the application to access approved services in the firm’s Microsoft tenant. Presolve then limits tracking to the employees and shared lines configured for each Presolve organization. Several Presolve organizations can use the same Microsoft tenant. Microsoft approval can be reused, but each Presolve organization needs its own verified connections or administrator-managed tracking. Approving the application does not assign the full tenant’s calls to every organization. Browser calling uses the employee’s own Microsoft identity and a separate connection. Firm call-import approval does not sign employees into browser calling or assign phone numbers.

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Complete firm setup

1

Confirm the Presolve organization

Open Settings → Integrations → Microsoft Teams Phone in the intended organization. Your account must be able to manage its integrations.
2

Start administrator setup

In Connection, select Admin setup for shared lines and tenant access. Follow the setup flow to obtain the Microsoft approval link for this organization. Have the firm’s Microsoft Global Administrator or Privileged Role Administrator complete approval in the intended Microsoft tenant.
3

Verify approved access

Return to Teams Phone settings. If approval was completed but Presolve still needs verification, select Re-check consent before starting another connection. Check for Microsoft connected and inspect any remaining error.
4

Set the tracking scope

Map the intended employees and select shared lines using the steps below. Review the names and numbers before relying on imported calls.
Connected sample personal accounts above firm Microsoft connected status and administrator setup, re-check, sync, and disconnect controls.

Personal connections and the firm's Connection section are separate. Firm controls include Re-check consent and Sync now.

Send IT the setup link generated by Presolve, the intended organization, and which connection needs approval. A Microsoft sign-in URL copied partway through authentication may depend on a person’s session and is not a reusable setup link. If employees see approval requests under Connect Microsoft calling, tell IT this is browser calling. Its delegated calling permissions are separate from the application’s call-report permissions.

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Map Microsoft accounts to employees

In an administrator-managed connection, Teams users maps Microsoft work accounts to Presolve attorneys/users. Accounts whose Microsoft sign-in matches their Presolve email can be matched automatically. For an explicit mapping:
  1. Enter the employee’s Microsoft work sign-in in the Teams account field.
  2. Select the corresponding Attorney in Presolve.
  3. Select Add.
  4. Confirm that the mapping appears in the list. Changes save immediately; there is no separate page-level Save button.
  5. Refresh the page to confirm the saved mapping if troubleshooting an earlier attempt.
Check mappings carefully when the employee uses different emails in Microsoft and Presolve. A sign-in account mismatch should be corrected by mapping the intended person, not by sharing another employee’s connection. An individual-connection setup can show Connected Teams users instead. Users verify their own work accounts; shared lines require administrator setup.

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Choose the lines to track

Call tracking defaults to tracked numbers and shows each number, assigned person or team, and status.
Tracked employee and intake numbers, a saved employee mapping, and recording import settings.

Individual lines are tracked through their users; shared lines are selected explicitly. Mappings save immediately.

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Add or remove a shared line

  1. Select Refresh numbers to load current Microsoft assignments when needed.
  2. Select Add numbers to see the full Microsoft inventory.
  3. Search for the number or team. Confirm the exact shared number.
  4. Select Track number on the eligible shared line.
  5. Return to Show tracked numbers and confirm Tracked shared line.
Use Stop tracking to remove a shared line from this organization’s future scope. Changes save immediately. This does not unassign it in Microsoft Teams or change employees’ permission to call from it.
Microsoft number inventory with tracked employee and intake lines and a reception line offering Track number.

Add numbers reveals the tenant inventory. Select only the shared lines relevant to this organization.

For an individual line marked Not tracked, verify its assigned Microsoft user and that employee’s connection or mapping. A mapping alone does not enable a shared line; select the shared line separately. Presolve skips out-of-scope calls before saving a call or fetching its recording. Tracking changes do not mean old case records were deleted or that all historical calls were backfilled.

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Set up recording imports

Under Recordings, review:
  • Import recordings: retrieves available recordings for eligible calls.
  • Transcribe recordings: enables transcription of imported recordings.
  • Summarize calls: enables the configured summary processing.
  • Recording source: OneDrive (recommended) retrieves recordings from the recorder’s OneDrive. The Graph beta alternative is experimental and marked as metered by Microsoft.
These settings do not start recording phone calls. Employees must create recordings through the firm’s Teams workflow. A call with no recording cannot produce an audio file merely because Import recordings is on. After changing settings, verify an authorized test call: tracked line, correct case, a recording created in Teams, and the resulting file in Presolve. For pending or failed imports, see IT/support: missing recordings and transcripts.

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Review imported calls

Use Calls needing review for calls without a single case match. Search by employee or receiving line, attach to the correct case, or dismiss unwanted entries.

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IT and support

For escalation, collect these support details.