This guide explains how to use Level365 within Microsoft Teams for calling, voicemail, account management, messaging, advanced applications, and support - all without leaving Teams. With this integration, you can manage your daily communication tools in one place, making it easier to stay connected and productive without switching between multiple applications.
The Microsoft Teams integration is an optional add on and requires additional licensing fees. Please Contact Level365 Support for pricing and implementation information.
Calling with your Level365 Extension
With the Level365 integration, you can place and receive calls directly in Microsoft Teams using the built-in dialer.
- In Microsoft Teams, go to the Calls menu on the left sidebar.
- To place a call, you can do any of the following:
- Enter your coworker’s extension number
- Dial an external telephone number
- Select a contact from the Level365 UC App
- You can also call from your desk phone or MS Teams mobile app.
- Calls are logged in Level365 (history, reporting, tracking).
- Voicemail and answering rules apply.
Teams-to-Teams Calls
- Open a chat with your coworker in Teams.
- Click the phone icon (audio) or video icon (video) in the top right.
- Calls stay entirely within Teams.
- Not logged in Level365 (no voicemail or call history integration).
- Best for internal collaboration, quick chats, or video meetings.
Installing Level365 Apps in MS Teams
- In Microsoft Teams, select the Apps (+) icon on the left sidebar.
- In the Search apps and more bar, type either Level365 UC App or Level365 SMS Application.
- Select the app and click Install.
- Right-click the app in your left menu and choose Pin for easy future access.
Access our quick video overview with installation instructions HERE
UC App in Teams
The Level365 UC App can be opened directly from the Teams app bar, giving you access to key phone system features without leaving Teams. From here, you can manage answering rules, review call history, check and configure voicemail, and adjust device settingsall in one place to simplify your communications.
Voicemail is fully integrated with the UC App, allowing you to listen to audio recordings, review transcriptions, and manage messages directly in Teams. In addition, voicemail messages are delivered to your email inbox with both the audio file and transcription included, ensuring you never miss important messages.
For a complete overview of the Level365 UC App features, see: Web App Overview.
If you manage call queues, the Call Center View is also available inside the UC App. This feature provides real-time monitoring of queues, hold times, and agent availability.
SMS Messaging in Teams
The Level365 SMS App is available as a separate tab in Teams. Selecting the SMS app lets you:
- Send and receive text messages directly in Teams.
- Reply to existing conversations or start new threads.
SMS is an add-on service and must be enabled on your account before use
Presence Sync with Microsoft Teams
Your Teams status automatically updates to reflect your phone activity, no matter which device you use.
- If you answer a call on your desk phone or another non-Teams device, your Teams status changes to Busy, so coworkers know you’re on a call.
- Once the call ends, your status returns to Available.
Pause Inbound Calls Based on Teams Presence
When your Teams status is set to Busy, In a Meeting, or Do Not Disturb, inbound calls will automatically pause so your phone doesn’t ring and interrupt you. Once your status changes back to Available, inbound calls resume as normal.
This keeps your phone system in sync with your activity in Teams, so you aren’t interrupted while already engaged in meetings or calls.
Advanced Applications
Some advanced tools launch from Teams in Chrome for specialized functions:
- Attendant Console - Manage incoming calls with drag-and-drop transfers, call parking, and retrieval.
- Analytics View - Build customizable dashboards to monitor queue performance, call metrics, and agent activity.
Learn more: Using the Attendant Console and Using Analytics
Support in Teams
Support is built directly into Teams for quick access.
- Click the blue chat icon in the lower-left corner of Teams.
- From there, you can:
- Search the Knowledge Base
- Use the AI Agent for quick answers
- Chat with a live support agent during business hours
Have questions or need assistance?
Our Support Team is here to help.
Click HERE to view all contact options and explore additional resources such as our AI Support Agent and searchable Knowledge Base.