Connecting an AI phone agent to Microsoft Teams Phone
Microsoft Teams Phone is the calling side of Teams. You connect Tibinet's AI agent through the SBC you already use for Direct Routing, or by forwarding calls to a phone number. An auto attendant or call queue sends callers to the agent, and the agent transfers them back to your colleagues in Teams.
Teams Phone and the AI agent
Teams Phone reaches the phone network in one of three ways: Microsoft Calling Plans, Operator Connect (an operator manages the connection) or Direct Routing (your own Microsoft-certified SBC). Tibinet is not a Microsoft-certified SBC and not an Operator Connect provider. The integration therefore always runs through an SBC that is, or through a phone number.
| Your set-up | How the agent is added | Transfers |
|---|---|---|
| Direct Routing (your own SBC) | A second SIP trunk on your SBC to Tibinet | Cold, warm with 1 or 2, REFER as an option |
| Operator Connect | Through your operator's SBC, if they are willing to add a route to an external SIP destination | As with Direct Routing, or otherwise via a phone number |
| Calling Plans | Forwarding to a phone number of the agent | Cold, to a phone number |
How it works with Direct Routing
- Your SBC, for example from AudioCodes or Ribbon, is already connected to Teams.
- A second SIP trunk is added on the SBC, pointing to the SIP address we give you, with IP authentication.
- In Teams, a voice routing policy sends the agent numbers to the SBC, and the SBC passes them on to us. An auto attendant or call queue can then forward to that number.
- On the way back, we call the SBC on an agreed number and the SBC delivers the call into Teams, for example to a call queue (resource account) or a user.
Ports, codecs and every other setting on our side are listed on the technical details page.
What your IT team does (Direct Routing)
Trunk on the SBC
Create an IP group and proxy set (or the equivalent) towards our address, with G.711 A-law and DTMF per RFC 4733.
SBC routing rules
Send the agent numbers to us, and send the transfer numbers coming from us to Teams.
Routing in Teams
Add a normalisation rule to the dial plan and a voice route to the SBC for the agent numbers.
Auto attendant or call queue
Have a menu option or the overflow forward to the agent number as an external phone number.
Firewall
Allow SIP and RTP to and from our address.
Test
We check the connection, you call the agent number, and on request we call a transfer number with a test message.
Transferring back to Teams
- Cold: we call the SBC with a second call and the SBC delivers it into Teams.
- REFER (optional): only if your SBC handles REFER from our trunk. Many SBCs already do this for Teams itself. If not, the platform falls back to the second call automatically.
- Warm: the Teams user answers, hears the summary and presses 1 (take the call) or 2 (decline) on the Teams dial pad.
If nobody answers, the caller stays with the agent. The agent only calls numbers you have agreed with us in advance.
Points to watch
- Codecs: Teams uses different codecs internally. The SBC converts to G.711 towards us.
- Certificates: Microsoft changed the certificate chain for Direct Routing in early 2026. That affects the trunk between the SBC and Teams, not the one between the SBC and us.
- Operator Connect or Calling Plans: if your operator cannot add a route, or you have no SBC of your own, forward calls to the agent's phone number instead.
Related pages: connecting the AI agent to Zoom Phone, to Webex Calling and Teams through Speakup. All platforms are listed in the integrations overview.
Connecting Teams Phone to the AI agent?
Leave your details. We will call you back and work out which route fits your Teams set-up.
Microsoft and Teams are trademarks of Microsoft Corporation. Tibinet is not a partner of, or affiliated with, Microsoft.
Frequently asked questions
No. We are not a certified SBC and not an Operator Connect provider. It runs through your SBC, or by forwarding calls to a phone number.
Yes, if your operator is willing to add a route to an external SIP destination. Otherwise, forward calls to a phone number.
Yes, through forwarding. An auto attendant or call queue forwards to a phone number of the agent, and the agent transfers to a phone number of your organisation.
Yes, through the SBC. The user first hears the summary and then presses 1 or 2.
No, we do not promise that. They hear the summary before they take the call.
Any SBC that Microsoft has certified for Direct Routing and that can also set up an ordinary SIP trunk, such as most AudioCodes and Ribbon models.
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