Keep Teams Phone as your PBX. Add Velaro's AI layer — screen pop, CRM sync, and IVR hand-off — without changing your phone infrastructure. Works with Direct Routing and Microsoft Calling Plans.
Microsoft Teams Phone gives enterprises a world-class cloud PBX built into the tools their people already use. But when a call connects, agents are still scrambling — toggling between Teams and their CRM, manually searching for the caller, logging notes by hand after hang-up. That friction adds up on every single call, every single day.
Without screen pop, agents ask "Who's calling?" while frantically searching HubSpot or Salesforce. Eight seconds of friction on a call your enterprise is already paying Microsoft to connect.
Manual post-call notes average 4 minutes each. For a 20-agent team taking 60 calls a day, that's 80+ hours of avoidable admin work every week — none of it captured reliably.
Duration, caller identity, agent, direction, and outcome — all written as an activity note on the matched CRM contact automatically. Your CRM data is complete before the agent's hands leave the keyboard.
When Velaro's IVR routes a call into a Teams Phone queue, the full conversation transcript comes with it. Agents see everything the caller said to the bot before they answer — no repeated questions.
Velaro connects to your Microsoft 365 tenant via Microsoft Graph Communications APIs. Your Teams Phone setup — Direct Routing or Calling Plans — stays exactly as-is.
The moment a Teams Phone call rings, Velaro searches across all connected CRMs — HubSpot, Salesforce, Dynamics 365, and Velaro CRM — and surfaces the caller's name, open cases, and recent conversation history in the agent sidebar before they answer. No manual lookup. No wasted seconds.
When a call ends, Velaro creates an activity note on the matched CRM contact: call direction, duration, start and end timestamps, the attending agent, and any notes added during the call. Works across HubSpot, Salesforce, Dynamics 365, and Velaro CRM simultaneously. Zero post-call data entry.
Calls handled by Velaro's AI IVR transfer into Teams Phone queues complete with the full conversation transcript. Agents see exactly what the caller said, what the bot asked, and what was collected — account number, issue type, intent — before they take over. No repeated questions. Instant context.
Agents initiate outbound calls directly from the Velaro workspace. Click any phone number on a contact record or ticket and Teams Phone places the call — no copy-pasting DIDs, no switching to the Teams dialer, no lost context. The call is logged automatically when it ends.
Whether your enterprise uses Direct Routing to bring your own carrier or Microsoft Calling Plans for a fully managed PSTN, Velaro's integration works the same way. No carrier dependencies. No session border controller changes. Your telephony architecture is untouched.
Teams Phone calls and chat/email/SMS conversations appear in the same Velaro reporting dashboard. Compare call volume, handle time, first-contact resolution, and agent utilization across every channel in one place — not split across Teams Admin Center and your support platform.
No phone system changes. No new hardware. Velaro handles the Azure app registration and admin consent — your M365 admin approves once and the integration is live.
In the Velaro admin, go to Integrations → Microsoft Teams Phone. Velaro walks your M365 admin through a one-time Azure app registration with admin consent. No manual API key management.
In the Velaro integrations panel, link the CRMs you want Velaro to search on inbound calls. Velaro queries all connected CRMs simultaneously and merges the results into a single caller profile.
Make a test call to any Teams Phone number in your tenant. The screen pop appears in the agent's Velaro sidebar within one second. Call logging confirms in the CRM immediately after hang-up.
Velaro connects to your Microsoft 365 tenant using OAuth 2.0 with admin consent. No shared credentials, no long-lived secrets, no access beyond the scopes your M365 admin approves.
Velaro registers as an Azure AD application in your tenant. Your M365 global admin grants consent for the specific Microsoft Graph Communications API scopes Velaro needs — nothing broader. Velaro receives an OAuth 2.0 access token that refreshes automatically and can be revoked from your Azure portal at any time.
Enterprise-grade controls that M365 admins expect:
Velaro's setup guide walks your M365 admin through the Azure portal steps. Velaro's support team is available to join a screen-share for enterprise onboarding.
Microsoft Teams Phone is a best-in-class cloud PBX for M365 enterprises. Velaro is the intelligence layer that makes every call actionable for your support and sales teams.
| Capability | Teams Phone Alone | Teams Phone + Velaro |
|---|---|---|
| Cloud PBX / call routing | ✓ Full Microsoft PBX | ✓ Full Microsoft PBX |
| Screen pop on inbound call | ✗ Manual CRM lookup | ✓ Auto across all CRMs — under 1 second |
| Caller history & open cases shown | ✗ Agent must search manually | ✓ Surfaced before agent answers |
| Automatic call logging to CRM | ✗ Manual entry after call | ✓ Activity note created on every call |
| IVR hand-off with transcript | ✗ Cold transfer — no context | ✓ Full conversation transcript travels with call |
| Click-to-call from support workspace | ✗ Switch to Teams dialer | ✓ Dial from any contact record in Velaro |
| Voice + chat + email in one workspace | ✗ Separate tools required | ✓ Unified agent workspace — all channels |
| Omnichannel reporting | ✗ Teams Admin Center (voice only) | ✓ Voice + chat + SMS + email unified |
| AI bot on digital channels | ✗ Not available | ✓ Full AI bot on web, SMS, email, WhatsApp |
Screen pop, CRM sync, and IVR hand-off go live in under an hour. No phone system changes. No disruption to your Microsoft 365 environment.