Interpreting your Call Data Records (CDR’s)

Overview From the Callroute portal’s reporting page, you can view your channel usage and historical calling information. You can also export your Call Data Records as a CSV file which is in a format based on the recommendations from the Federation of Communication Services. This article explains the various fields shown in the CSV download, […]

Multi-Factor Authentication (MFA)

Enhance your security by enabling additional identity verification using an Authenticator app such as Google or Microsoft Authenticator. Rather than just requiring an email and password to authenticate with Callroute, MFA requires an additional layer of verification such as a one-time password, generated by a different device in your possession. This significantly reduces the likelihood […]

How Does Callroute Microsoft Teams Provisioning Work?

To connect Callroute with your Microsoft tenant, several different elements must be provisioned to allow calls to flow between Teams and the Callroute infrastructure. This article explains what these elements are and why they are necessary. Removing the Callroute integration is also outlined within this article. As a guide the provisioning process typically takes between […]

Generating Local Gateway Credentials for Webex Calling

A step-by-step guide for generating the Cisco Webex local gateway credentials you need for enabling PSTN integration with Callroute. Log into the Cisco Webex Control Hub customer portal and navigate to Services and select Calling. 2. From the Call Routing tab select Trunk and click Add Trunk. 3. Add a new Trunk for the desired […]

How to connect your PBX into Callroute

As an Administrator, you may wish to connect a SIP capable PBX to Callroute. You can create hybrid environments with applications such as Microsoft Teams whereby calling between different Callroute services stay on-net (within the Callroute network). Once logged in to the Callroute App, click the Services icon in the lefthand side menu, then click Add […]

What is Role-Based Access Control (RBAC)?

As a Company Super User, you may wish to define permissions for subordinate users of the Callroute service Callroute supports the ability to assign permissions to Admin users and create custom roles (combination of permissions). When you first sign up for the Callroute service you will be granted the Company Super User role which allows […]

What does Outbound CLI mean?

When you click on a User Details within Microsoft Teams Service, you see an option for Outbound CLI The Outbound CLI is the number that is displayed to the Called party. When you dial an external number from Microsoft Teams using Callroute, the number that is displayed will be the one that has been selected […]

Callroute Requirements for a Successful Integration with Microsoft Teams

To connect Callroute to your Microsoft Teams tenant, you need to ensure you have met the following requirements You will need to ensure you have the following available: A Microsoft user account in your target Microsoft tenant with the following Administrator rights: or if you prefer to be more granular the below combination can be […]

Failed to find an appropriate license when adding the Microsoft Teams service

When you add the Microsoft Teams Service in Callroute, you receive an error trying to find a license Before you can add the Microsoft Teams Service to Callroute, you must ensure you have at least one unassigned Microsoft 365 or Office 365 user license that includes Microsoft Teams + Skype for Business Plan 2. The […]

What Microsoft Licenses are required for Callroute?

For each user in the organisation to use Callroute with Microsoft Teams, you will need to ensure each user has the required Microsoft licensing assigned Depending on the type of Microsoft plan your organisation uses, you will need the following licenses for each User that is enabled for Callroute with Microsoft Teams Microsoft Small Business […]