Last updated: by dylan.lewis@calltower.com
Goal
This article outlines the scope of support provided by CallTower for customers with Full CSP support. These customers purchase a broad range of Microsoft license subscriptions through CallTower, not limited to voice services.
Overview
CallTower offers support for all Microsoft services licensed through us, including productivity, collaboration, communication, and administrative features, across Microsoft 365 and Teams ecosystems.
Full CSP Support
Microsoft 365 Core Services
Exchange Online
Mailbox setup and
Mail flow and transport rules
Spam and malware filtering
SharePoint Online
Site creation and sharing
Permission management
Document libraries and lists
OneDrive for Business
File sync and sharing
Storage management
Microsoft Entra ID (Azure Active Directory)
User and group management
MFA and conditional access policies
Identity synchronization (AAD Connect)
Microsoft Teams (Full Scope)
Voice Services
Teams Phone Standard and Resource Accounts
Direct Routing and Operator Connect
Call queues, auto attendants, and voicemail
Caller ID, call forwarding, delegation
Collaboration Features
Channels, chat, meetings, and apps
Teams lifecycle management
Teams policies and governance
Device Configuration Support
Teams-certified desk phones and conference devices
Headsets and peripherals (Teams-certified AND provided by CallTower)
Firmware guidance and provisioning
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 configure 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 Full CSP Support
While CallTower provides extensive support for Full CSP customers, the following fall outside the Full CSP support scope. 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:
Custom development (Power Apps, Power Automate, Graph API)
Third-party integrations not managed by CallTower
On-premises infrastructure (AD, Exchange, etc.)
Non-Microsoft applications or services
End-user training or consulting services
For training needs, please reach out to training@calltower.com
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.