Teams Phone: IT and support

Use this guide when a Teams setup or calling tutorial stops at an error. Firm integration managers handle Presolve mappings and tracked lines; Microsoft IT administrators handle tenant approval, account/device policies, and Teams calling permissions. Presolve support can investigate application and import failures. For normal use, return to account setup, browser calling, Teams-app calling, or call review.

​

Approval and sign-in

First identify the connection that failed: Microsoft tenant approval can be reused across Presolve organizations, but it does not sign employees into browser calling or assign all tenant lines to every organization. Use the employee’s business account and confirm the intended tenant. For first-time firm setup, follow Manage Teams Phone for your firm. If access was already approved, have the integration manager use Re-check consent for the firm connection before starting another setup attempt. Use a fresh setup link generated by Presolve when approval is needed; a URL copied midway through Microsoft sign-in can depend on that browser session.

​

Browser call will not start

If availability turns off after an error, check Your calling account in settings. An inactive browser session does not necessarily mean the saved account was disconnected. Avoid disconnecting the firm’s integration as a troubleshooting step. Refreshing a tab with availability enabled starts an automatic reconnection. Wait for Available for calls. If reconnecting fails, Presolve reports the reason and remains unavailable; resolve the error, then select Turn on availability. If another tab owns calling, turn availability off there first. The preference belongs to the current tab, account, and organization, and is cleared when availability is turned off or the calling account is disconnected. If browser storage is blocked, the preference cannot survive a refresh. If the same failure continues, send the diagnostic details below.

​

Missing calls and failed syncs

Presolve uses Microsoft call notifications and report syncs. Microsoft may publish a notification before all the line details needed to import the call are available. Calls can appear later, sometimes after a few hours; recordings and transcripts can take longer. Check in this order:

1. Correct Presolve organization, case, and Records filters.
2. Calling or receiving line is tracked for this organization.
3. Calls needing review, especially if the number appears on several matters.
4. Firm connection status and last successful sync in Teams Phone settings.
5. Recording existence and transcription settings, if the call itself is present.

An integration manager can use Sync now to request another sync. It cannot make Microsoft publish missing data or create a recording that was never made. Repeated disconnect/reconnect attempts can interrupt useful troubleshooting context. Connection health and import health are separate. Microsoft connected can appear even when the latest call sync failed. Check last successful sync, any last sync attempt, and the error message. Call notifications active until describes the current notification subscription, not a deadline for a particular call to arrive. A call marked Multiple matching claims has already been imported into the review queue. Resolve it with the case-matching tutorial. If notes are separate from the imported call, use the note-linking tutorial.

​

Correcting call details

In the browser dialer, expand Caller, case and role, correct the person or role, and select Save call notes. Suggestions are editable and saved corrections are preserved during later imports. Changing or removing the case is blocked once the call has a linked recording, transcript, case note, or follow-up task, or while recording or transcription work is running. This keeps the call and its existing items on the same case. An ordinary call note typed in the dialer is different from a linked case note. If saving a case change is blocked, restore the original case before saving other edits. If processing is still underway, let it finish before trying again; a resulting recording or transcript keeps the case locked. For an incorrect case with linked items, send Presolve support the call link and intended case. Do not create duplicate call records or delete recordings to work around the restriction. An imported call that still needs a case can be attached through Calls needing review. When an integration manager has already chosen a case there, a conflicting late browser match does not replace that decision.

​

Missing recordings and transcripts

Importing a call does not record it. Confirm that the specific call has a recording in Teams, then check the firm’s Import recordings, Transcribe recordings, and Recording source settings. See recording import setup. If a recording exists in Teams but stays missing in Presolve, provide the case link, call date/time with timezone, both phone numbers, who started recording, and the Teams or OneDrive recording link. These details help support find the correct file. Return to playing a recording or opening its transcript after the file is available.

​

Availability and disconnect controls

You do not need to disconnect the firm’s integration to recover from a failed browser call. Other Presolve organizations in the same Microsoft tenant have their own connections. Shared Microsoft event delivery is managed by Presolve; do not remove tenant-wide application approval just to fix one user or organization. Coordinate tenant-wide permission removal with IT because it can affect other connections.

​

Send a useful support report

Include:

• Where: Presolve organization, your Presolve account, Microsoft work email, and case/call link.
• When: date, time, and timezone of the attempt or completed call.
• What: browser or Teams app, calling and called numbers, exact error text and Microsoft code, and whether the same call works in Teams.
• For imports: tracked-line status, last successful sync, and whether the call is in Calls needing review.
• For recordings: who started recording and the Teams or OneDrive recording link.

Send approval, account-mapping, or device-policy issues to the relevant administrator above. Send persistent browser-session, sync, or recording-import failures to Presolve support with those details. Keep passwords, access keys, authentication tokens, and unrelated client information out of screenshots and messages.