Frequently Asked Questions

Direct Routing allows businesses to connect their own telephony infrastructure to Microsoft Teams using a Session Border Controller (SBC), offering greater flexibility and cost control.

A Session Border Controller (SBC) secures and manages voice traffic between Microsoft Teams and the Public Switched Telephone Network (PSTN), and it is required to ensure seamless and secure communication.

The licensing requirements for Direct Routing include a Microsoft Teams Phone Standard or Microsoft 365 E5 license, which enables telephony capabilities within Teams.

Direct Routing adheres to strict security and encryption standards, including TLS and SRTP protocols, to protect voice traffic and ensure secure communications.

Yes, you can use your existing phone numbers by porting them to the service provider managing your Direct Routing setup.

GCC High Direct Routing operates within a dedicated US-based sovereign cloud environment specifically engineered to meet strict Department of Defense data residency and security requirements.

CallTower’s GCC High Direct Routing proudly supports rigorous federal compliance frameworks, including FedRAMP High, ITAR, DFARS, and NIST 800-171, ensuring your sensitive communications stay completely locked down.

To connect your voice services, your organization will need an active Microsoft 365 GCC High tenant equipped with either an E5 license or an E3 license combined with the Microsoft Teams Phone Standard add-on.

GCC High secures your voice traffic using military-grade protocols like TLS 1.2 for signaling and SRTP for media, meaning every single call is heavily encrypted from end to end.

The Cybersecurity Maturity Model Certification (CMMC) is a mandatory framework critical for defense contractors to protect Controlled Unclassified Information (CUI), and GCC High meets this compliance standard, allowing your team to bid on DoD contracts with total confidence

You can easily connect to the public telephone network using Cloud Connected PSTN (CCP), a local gateway for your existing SIP trunks, or Cisco’s own bundled calling plans to keep things simple.

Webex Calling unites your entire workflow into one unified app, letting you effortlessly escalate a quick chat message into a voice call or video meeting in a single click.

Webex Calling allows you to provision international and toll-free numbers directly within the Webex Control hub, ensuring seamless global connectivity.

Webex Calling seamlessly supports various devices employees use every day, including Cisco IP phones, laptops, mobile phones, and headsets.

Webex Calling keeps your team sage and fully compliant by automatically routing 911 calls to the right public safety answering point while simultaneously notifying your internal security desk with precise location data.

Dedicated Instance is a private cloud calling solution based on Cisco Unified Communications Manager that gives you more customization and support for legacy devices than standard Webex Calling.

Virtual Connect is a secure networking architecture that boost your Webex Dedicated Instance with reliable, high-quality connectivity without extra physical hardware, requiring only a compatible edge device and public internet access to get started.

You will need to configure specific internal DNS A and SRV records so your corporate network can seamlessly discover and securely route traffic to your Webex Dedicated Instance.

A successful deployment requires a reliable network connection with Quality of Service (QoS) prioritized for voice traffic, alongside specific firewall rules that safely allow communication to Cisco’s cloud infrastructure.

Webex Dedicated Instance confidently meets the most rigorous global data security and privacy regulations by leveraging Cisco’s private data centers with end-to-end encryption and strict access controls.

Zoom Phone enhances business communication with features like seamless call management, global reach, and integration with Zoom Meetings for unified collaboration.

Zoom Phone supports education communication by providing reliable voice services, easy integration with virtual classrooms, and tools for efficient administrative coordination.

Zoom Phone integrates with over 200 CRM and productivity tools, including Salesforce, HubSpot, Zendesk, and ServiceNow, enabling seamless workflows and enhanced communication.

Zoom Phone adheres to strict security standards, including AES-256 encryption, secure call routing, and compliance with GDPR, HIPAA, and other regulations.

To assign a delegate in Zoom Phone, navigate to the Zoom Phone settings, select “Call Delegation,” and grant privileges like placing, receiving, and managing calls on your behalf.

Microsoft 365 empowers business communication by bringing chat, calls, and meetings into one unified hub, with Business plans perfectly tailored for nimble setups under 300 users and Enterprise plans delivering the heavy-duty security and advanced features larger organizations crave.

Microsoft 365 seamlessly bridges your existing on-premises infrastructure with the cloud, allowing you to migrate mailboxes and services at your own pace while keeping everyone securely connected on both sides of the fence.

By keeping all your essential apps and files securely stored in the cloud, Microsoft 365 ensures your team can easily collaborate, chat, and co-author documents whether they are using their laptops at a local coffee shop or checking in via smartphones on the go.

Microsoft Copilot integrates seamlessly with Teams, Outlook, and other Microsoft 365 apps to summarize chats, meetings, and emails, while in Teams it highlights key points, action items, and decisions.

Microsoft Copilot adheres to GDPR and HIPAA by leveraging sensitivity labels, access controls, and encryption, but organizations must ensure proper governance to avoid unintended data exposure

Microsoft Copilot does not use customer data to train its AI models, ensuring data privacy and security

Organizations can measure ROI from Microsoft Copilot by tracking productivity improvements, time saved on repetitive tasks, and enhanced decision-making efficiency.

Teams Premium enhances meeting security with features like end-to-end encryption, watermarking, and sensitivity labels to protect sensitive content during meetings.

Teams Premium improves collaboration with external participants by enabling secure guest access, custom meeting branding, and advanced meeting options tailored for external engagement.

Teams Premium integrates seamlessly with Microsoft 365 and other tools, leveraging shared data and workflows for a unified productivity experience.

Teams Premium provides customization options such as branded meeting backgrounds, custom meeting templates, and personalized meeting experiences to align with organizational needs.

Teams Premium offers advanced analytics, detailed reporting, and AI-powered meeting recap capabilities, including intelligent summaries and action item tracking.

Teams Mobile is a version of the Microsoft Teams app optimized for mobile devices, offering seamless communication and collaboration features on the go.

Yes, you can integrate your existing business number with Teams Mobile through CallTower’s Direct Routing or Operator Connect solutions.

Teams Mobile supports compliance call recording by integrating with third-party recording solutions approved by Microsoft.

Yes, Teams Mobile supports international calling and texting, depending on your organization’s licensing and configuration.

For optimal Teams Mobile performance, ensure a stable internet connection, enable app updates, and configure device settings to prioritize Teams notifications.

While the standard Webex app relies on data connections to make VoIP calls, Webex Go utilizes your mobile phone’s native cellular network dialer for a seamless, carrier-grade calling experience without needing to open a separate application.

Webex Go adds your business line directly to your mobile device using an eSIM, automatically linking your native dialer to your enterprise Webex Calling routing, voicemail, and security policies.

Because your calls route seamlessly through your corporate Webex Calling platform, Webex Go automatically captures and logs all business conversations according to your organization’s existing compliance and recording configurations.

By leveraging a dual-SIM setup on your smartphone, Webex Go keeps your personal number entirely separate from your Webex business line, ensuring outbound business calls display your professional caller ID while keeping your personal life private.

Instead of relying on potentially spotty Wi-Fi or mobile data connections, Webex Go leverages the dedicated voice network of your primary cellular carrier to guarantee crystal-clear, reliable audio anywhere you have cell service.

Yes, you can easily text-enable your current business landlines, VoIP, or toll-free numbers without changing your voice service provider, making it seamless for your customers to reach you.

CT Text empowers your global reach by supporting international messaging and multiple languages, ensuring you can connect with your diverse customer base wherever they are.

You can efficiently reach larger audiences using CT Text’s robust group messaging and bulk SMS capabilities, perfect for sending out timely announcements or promotional campaigns.

To ensure deliverability and industry compliance, our dedicated support team will guide you step-by-step through the quick 10DLC campaign registration process directly within the CallTower portal.

To keep your business fully compliant and audit-ready, CT Text allows you to securely archive, search, and export your entire SMS conversation history with just a few clicks.

Yes, CT Text allows users to text contacts stored in Outlook, Active Directory, or SharePoint directly.

CT Text simplifies contact management by enabling seamless access and messaging to contacts within Microsoft Teams.

CT Text integrates with Microsoft 365 applications by leveraging their contact directories and enhancing communication workflows.

Setting up CT Text in Microsoft Teams requires a valid Microsoft 365 subscription and administrative permissions for configuration.

The CT Text Bot works within Webex by enabling users to send and receive SMS messages directly from the Webex interface.

CT Text handles contact management within Webex by allowing users to sync, manage, and access their contacts seamlessly for SMS communication.

CT Text integrates with Cisco Webex through a native integration that embeds SMS functionality into the Webex platform for streamlined communication.

The requirements for setting up CT Text in Webex include a CallTower account, a compatible Webex subscription, and proper configuration of the CT Text service.

The WhatsApp integration for CT Text allows businesses to seamlessly communicate with customers via WhatsApp, offering benefits like enhanced customer engagement, multimedia messaging, and global reach to millions of WhatsApp users.

Prerequisites for enabling WhatsApp in CT Text include a verified WhatsApp Business account, an active CT Text subscription, and compliance with WhatsApp’s business policies.

Using the WhatsApp integration, you can send text messages, multimedia files (images, videos, documents), and interactive templates.

The WhatsApp integration does not support group chats or voice calls, focusing solely on one-on-one messaging.

The WhatsApp integration supports international messaging by enabling businesses to connect with customers worldwide, adhering to WhatsApp’s global communication standards.

CT Analytics offers real-time and historical data insights, customizable dashboards, and advanced reporting tools to enhance call center operations.

CT Analytics provides real-time reports for immediate insights and historical reports for trend analysis, enabling comprehensive performance evaluation.

CT Analytics ensures data security and compliance through robust encryption, role-based access controls, and adherence to industry standards like GDPR and HIPAA.

CT Analytics improves agent productivity, engagement, and well-being by offering performance metrics, workload balancing, and actionable feedback tools.

CT Analytics optimizes customer interactions by analyzing call data, identifying trends, and providing actionable insights to enhance customer satisfaction and service quality.

Phonism simplifies cloud migrations by supporting over 360 device models across major brands like Cisco, Yealink, Poly, and Avaya, enabling seamless transitions without hardware replacements.

Zero Touch Provisioning automates device setup and configuration, and Phonism leverages it to streamline deployments, reduce manual effort, and ensure rapid onboarding.

Phonism enhances customer experience by minimizing downtime, automating bulk updates, and ensuring secure, seamless device transitions.

Phonism secures device credentials through advanced encryption and compliance measures, ensuring safe and efficient device management.

Yes, Phonism supports remote device management, allowing users to control, update, and troubleshoot devices from anywhere.

Yes, CT Recording is compliant with industry regulations like GDPR and HIPAA, ensuring secure and lawful data handling.

CT Recording captures and manages multi-channel communication recordings seamlessly, including voice, video, and chat interactions.

CT Recording integrates with CRM platforms like Salesforce through robust APIs, enabling streamlined access to recorded data within the CRM.

Recorded calls can be retrieved and reviewed through an intuitive dashboard with advanced search and playback features.

CT Recording users have access to 24/7 technical support, including troubleshooting, onboarding assistance, and regular updates.

CT Unite seamlessly integrates with dozens of top-tier platforms, including Salesforce, Microsoft Dynamics, HubSpot, and Zendesk, keeping your team’s existing workflow running perfectly.

CT Unite automatically logs every inbound and outbound call directly into your CRM, ensuring your team captures all essential conversation details without lifting a finger.

By eliminating tedious manual data entry and streamlining automated call routing, CT Unite significantly cuts down handling times and operational expenses so your representatives can focus entirely on your customers.

CallTower provides round-the-clock, expert customer support for CT Unite users, offering comprehensive guidance via phone, email, and a robust online knowledge base to quickly resolve any issues.

CT Unite protects your sensitive customer information by utilizing enterprise-grade encryption and adhering to strict industry compliance standards during all data transfers.

By automatically routing direct 911 calls to the nearest dispatch center while providing exact, dispatchable location data like a specific floor or room number, Dynamic E911 ensures full compliance with Kari’s Law and RAY BAUM’s Act.

Whether your team is logging in from a local coffee shop or their home office, the system tracks real-time network changes to instantly update and pinpoint their exact location for emergency responders.

In the event of an unexpected network outage, Dynamic E911 seamlessly reroutes emergency calls through redundant, secure pathways so your team always has a lifeline to help.

Unlike traditional E911 which relies on a single static office address, Dynamic E911 actively moves with your modern workforce to provide dispatchers with real-time, highly accurate location data.

It effortlessly syncs directly into leading UCaaS environments like Microsoft Teams and Cisco Webex to automatically track and update user locations in the background without disrupting their daily workflow.

CT Fax is compatible with virtually any standard email platform you already use, making it incredibly easy to send and receive faxes right from your familiar inbox.

Yes, you can seamlessly port your existing fax number over to CT Fax, ensuring uninterupted business communications for you and your clients.

CT Fax can be seamlessly integrated with Microsoft 365 and other popular productivity tools to keep your daily workflow smooth and efficient.

CT Fax can easily route incoming documents to multiple email addresses or entire distribution lists, ensuring the right team members always get the memo.

By ditching traditional fax machines, CT Fax saves you money on paper and toner while enjoying secure, instant access to your faxes from anywhere.

Yes, you can easily connect your current SIP-enabled desktop phones and conference room devices directly to CT SIP, saving your business from expensive hardware upgrades.

CT SIP seamlessly integrates with leading cloud-based unified communication platforms like Microsoft Teams and Zoom to securely power all your internal and external voice traffic.

You can effortlessly scale your CT SIP channels up or down on demand to perfectly match your company’s seasonal fluctuations and long-term growth.

CT SIP empowers your distributed teams to make and receive high-quality business calls from anywhere using their preferred softphones or mobile devices.

By easily routing CT SIP through your integrated contact center solutions, your team enjoys automated call logging and instant screen pops in CRMs like Salesforce to make customer interactions a breeze.

The failover solution addresses emergencies or disruptions like Microsoft Teams outages, internet failures, or service degradations.

If Microsoft Teams is partially degraded, the failover solution ensures uninterrupted call routing to backup destinations.

Yes, you can forward all numbers to a single destination during an outage for streamlined communication.

Yes, the backup destination for forwarded calls can be fully customized to meet your needs.

The One Click Failover system is manual, allowing users to activate it with a single click when needed.

CallTower Connect allows users to manage services like voice, video, messaging, and collaboration tools through a centralized portal.

CallTower Connect provides detailed analytics and reporting on usage, performance, and system health to optimize communication solutions.

CallTower Connect supports mobile users with a responsive design and mobile app for seamless access and management on the go.

Yes, CallTower Connect supports password synchronization across platforms for streamlined user access and security.

CallTower offers comprehensive training and support programs to ensure users maximize the benefits of CallTower Connect.