Scope of Support - Voice Cloud Service Partner (CSP)

Goal

The goal of the document is to clearly define the scope of support that CallTower provides to customers who receive Voice Only CSP (Cloud Service Partner) support.

Overview

Voice Only CSP customers are customers who only receive the following voice-related Microsoft licensing subscriptions through CallTower.

• Microsoft Teams Phone Standard

• Microsoft Teams Resource Account

• Microsoft Teams Shared Device

• Microsoft Teams Premium

• Microsoft Teams Essentials with Phone

Our support is limited to features and functionality that are directly associated with these licenses.

Voice CSP Support

CallTower provides  Voice CSP Support for the following features and services:

Microsoft Teams Phone Standard

• Call Management    

  • Call forwarding, call groups, and call queues

  • Voicemail setup

  • Caller ID

• Calling Features    

  • o   Make/receive PSTN calls (via Direct Routing or Operator Connect)

  • o   Call transfer, hold, park, and retrieve

  • o   Simultaneous ring and call delegation

• Teams Admin Center Configuration    

  • Phone number assignment

  •  Voice routing policies

  • Dial plans

  • Voice settings (Outbound calling, Call answering rules)

• Troubleshooting    

  • Call quality issues (MOS, jitter, packet loss, audio quality, etc.)

  • Call connection failures

  • Licensing and provisioning errors

Microsoft Teams Resource Account

• Auto Attendants and Call Queues    

  • Setup and configuration

  • Linking to resource accounts

  • Voice routing and call flow design

• License Assignment and Validation

Microsoft Teams Shared Device

• Call Management    

  • Call forwarding, call groups, call queues

  • Voicemail setup

  • Caller ID configuration

• Calling Features    

  • Make/receive PSTN calls (via Direct Routing or Operator Connect)

  • Call transfer, hold, park, and retrieve

  • Simultaneous ring and call delegation

• Teams Admin Center Configuration    

  • Phone number assignment

  • Voice routing policies

  • Dial plans

• Troubleshooting    

  • Call quality issues (MOS, jitter, packet loss, audio quality, etc.)

  • Call connection failures

Microsoft Teams Premium/Queues App

Microsoft Teams Premium is an add-on license that enhances the standard Teams experience with AI-powered meeting summaries, advanced security features like encryption and watermarking, custom branding, and improved webinar and reporting tools. It also provides access to the Queues app, enabling advanced call queue management and supervisor controls for Teams Phone users.

Support includes:

• License assignment and validation

• Access to Premium features like:     

  • AI meeting summaries

  • Advanced meeting protection (e.g., watermarking, encryption)

  • Custom meeting branding

  • Live translated captions

• Troubleshooting access and functionality issues

• Guidance on feature configuration and usage

Note:

Teams Premium is an add-on and requires a base Teams license.

Queues App (for Teams Phone)

Support includes:

• Set up and configuration of call queues and auto attendants

• Assigning users and managing roles (agents, leads, supervisors)

• Enabling and using features like:     

  • Opt-in/out

  • Call monitoring (Whisper, Barge, Takeover)

  • Real-time and historical reporting

• Troubleshooting app access and call routing issues

Note:

This feature requires both Teams Phone and Teams Premium licenses.

What Falls Outside of Voice-Only CSP Support

The following items are outside the scope of CallTower's Voice-Only CSP support. For needs outside of this outlined support scope, CallTower does offer Professional Services for MACD work and Extended Support Engagement (ESE) for additional troubleshooting assistance.

Including but not limited to:

• Microsoft 365 core services (Exchange, SharePoint, OneDrive, etc.)

• Teams collaboration features (chat, meetings, channels, apps)    

  • Internal-only voice interactions (non-PSTN calls) are not covered under phone system licensing.

• Voicemail delivery via Exchange

• Device management (Teams-certified phones, headsets, etc.)

• Third-party integrations or custom Power Automate flows

• Licensing or billing issues related to non-CallTower subscriptions

Escalation and Limitations

If a support request involves services outside our scope, we will:

• Notify the customer that the request falls outside the standard support scope as outlined above. 

• Recommend contacting Microsoft Support or a certified partner if required.    

  • CallTower will provide any information we can to assist in this process. 

• Provide relevant documentation or guidance on next steps. 

• If applicable, CallTower will offer Professional Services or Extended Support Engagement (ESE)

Need Additional Support? 

If you're unsure whether your issue falls within our support scope or would like further assistance through Professional Services or Extended Support Engagement (ESE), don't hesitate to contact our support team. We're happy to clarify and guide you to the right resources.