--- title: "Scope of Support - Voice Cloud Service Partner (CSP)" slug: "scope-of-support-voice-cloud-service-partner-csp" tags: ["calltower", "public"] updated: 2026-09-18T13:36:44Z published: 2026-09-18T13:36:44Z canonical: "learn.calltower.com/scope-of-support-voice-cloud-service-partner-csp" --- > ## Documentation Index > Fetch the complete documentation index at: https://learn.calltower.com/llms.txt > Use this file to discover all available pages before exploring further. # 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] > 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] > 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](/v1/docs/ms-teams-professional-services-with-gdap) for MACD work and [Extended Support Engagement (ESE)](https://calltower.us.document360.io/docs/microsoft-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](/v1/docs/ms-teams-professional-services-with-gdap) or [Extended Support Engagement (ESE)](/v1/docs/microsoft-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](/v1/docs/ms-teams-professional-services-with-gdap) or [Extended Support Engagement (ESE)](/v1/docs/microsoft-extended-support-engagement-ese), don't hesitate to contact our support team. We're happy to clarify and guide you to the right resources. Public Switched Telephone Network, the traditional circuit-switched telephone network used for voice communication. A service allowing customers to choose their telecom provider for making and receiving calls in Microsoft Teams.