20.13. Capture Microsoft Teams Phone Calls as Ticket Interactions

Phone support often carries the detail that matters most — what the caller saw, what the technician tried, and what both sides agreed to do next. When that call has no service record, the technician has to reconstruct the context and time from memory before anyone else can take over.

The Microsoft Teams Phone integration captures placed and received calls as first-class interactions in AlgaPSA. A captured call can be associated with a known contact, connected to service work, and retained with its recording and transcript so the phone channel has the same operational record as email and portal work.

Availability: Teams Phone telephony requires Enterprise Edition. Configure the Microsoft Teams integration before setting up Teams Phone.

This guide covers Teams Phone call capture. For the Microsoft Teams personal app, bot, message extension, notifications, and online meetings, see 20.9. Connect Microsoft Teams to AlgaPSA for Technician Workflows.

Configure Teams Phone

Go to Settings > Data & Integration > Integrations > Communication > Telephony > Teams Phone. Use Enable or Disable to control the connection. To create ticketed work for recognized calls, turn on Create a ticket automatically for matched calls.

Recording settings also let you choose whether to Download recordings to internal storage and whether to Show recordings and transcripts in the client portal. Review access, consent, and retention requirements before exposing call artifacts to clients.

How a Teams Phone call becomes an interaction

When a technician places or receives a call through Microsoft Teams Phone, AlgaPSA captures the call as an interaction rather than leaving it as activity known only to the technician.

The call record brings together the operational context available for that call:

Call interactions sit alongside the other interaction types your MSP uses for client activity. See 10.7. Define Interaction Types: Phone Calls, Emails, Meetings, and Custom Types for the broader interaction model.

Match the caller to a known contact

AlgaPSA compares the caller information from Teams Phone with contact phone numbers first, then client-location phone numbers. When it finds a match, the call interaction carries that context, so a dispatcher or technician can identify the client without copying details from Teams.

Caller matching is only as useful as the contact data behind it. Keep contact records current and review a match before relying on it for ticket routing or client-visible follow-up. For manually recorded calls and other contact activity, see 8.4. Log Phone Calls, Emails, and Meetings as Contact Interactions.

If the caller cannot be matched, the interaction still provides a call record for review. Confirm the caller before associating the call with a client or exposing information from an existing ticket.

Connect the call to a ticket

A call that concerns an existing service request can be turned into or associated with ticketed work. This preserves the conversation with the record the service desk already owns, rather than creating a separate note that the next technician may never find.

Use the ticket relationship to answer three questions after the call:

• Which client issue did the call concern?
• Who owns the next action?
• Where should the recording, transcript, and follow-up be reviewed?

When the call introduces a new issue, create a ticket from the call so triage, priority, assignment, and SLA handling continue in the normal ticket workflow. See 3.1. Create a Service Ticket with Board, Priority, Category, and SLA Assignment for the information a complete ticket needs.

Decide when matched calls create tickets automatically

Teams Phone call capture can optionally create a ticket automatically for a matched call. This prevents recognized client work from disappearing because the caller did not begin with a ticket number or the technician did not stop to open a record during the conversation.

Auto-ticketing is most useful when every support call must enter a dispatch queue. Before enabling it, decide who reviews the resulting tickets and how duplicates will be handled. If your MSP receives administrative, sales, or vendor calls through the same Teams Phone path, automatic creation may produce tickets that need to be reclassified or closed during triage.

Review recordings and transcripts

Transcripts become documents associated with the matched client or contact and can be summarized onto a linked ticket. Recordings keep their source reference and, when Download recordings to internal storage is enabled, are also stored internally. If Show recordings and transcripts in the client portal is enabled, those artifacts can be exposed in the portal.

A technician taking over a Sterling support issue can review the transcript for the caller's symptoms, while a service manager can confirm what follow-up was promised without asking the original technician to reconstruct the call.

Treat the transcript as supporting context rather than an infallible technical record. Confirm names, product terms, serial numbers, and commands before using them in remediation work.

Your MSP is responsible for obtaining any required consent and setting lawful recording, access, and retention practices for every jurisdiction in which it operates. This guide is operational documentation, not legal advice.

Operating practice

• Keep contact phone information current so caller matching produces useful results.
• Link a call to the existing ticket when one already owns the work.
• Give auto-created tickets a defined triage owner rather than letting them accumulate without review.
• Put decisions and next actions in the ticket record even when the recording and transcript are available.
• Restrict access to recordings and transcripts according to the sensitivity of the client conversation.