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Documentation Index

Fetch the complete documentation index at: https://docs.getsmartalex.com/llms.txt

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Audience: Microsoft Teams Phone administrator and SBC owner. Time: 2 to 4 hours for a new SBC deployment; 30 minutes if SBC already configured. Requires: Session Border Controller.

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How Teams Phone integrates

Microsoft Teams Phone doesn’t speak raw SIP trunking to external providers. It uses Direct Routing through a Session Border Controller (SBC). Your SBC sits between Teams and SmartAlex, translating Teams-specific SIP to standard SIP.

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Certified SBCs

Microsoft certifies specific SBC products for Direct Routing:
  • AudioCodes Mediant series
  • Ribbon Communications (formerly Sonus) SBC
  • Oracle Acme Packet SBC
  • Cisco CUBE
Any of these work with SmartAlex. The SBC configuration is what differs.

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Step 1: create trunk in SmartAlex

SIP Trunk wizard, pick Microsoft Teams. Defaults set TLS transport and SRTP for compatibility. Save and copy credentials.

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Step 2: configure your SBC

Two legs to configure on the SBC:

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Leg A: Teams side

  • Direction: toward Microsoft 365
  • Transport: TLS on port 5061
  • Certificate: publicly-trusted certificate matching your SBC’s FQDN (e.g., sbc.yourcompany.com)
  • Peer: Microsoft 365 SIP endpoints (use the SBC’s Teams interop template)
  • Media: SRTP mandatory

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Leg B: SmartAlex side

  • Direction: toward SmartAlex
  • Transport: UDP on port 5060 (or TLS on 5061 if required; see notes)
  • Peer: sip.voice.getsmartalex.com
  • Authentication: SIP digest (username and password from SmartAlex)
  • Media: RTP or SRTP per your policy

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Step 3: Teams admin centre

1

Add the SBC as a PSTN gateway

Teams Admin Centre, then Voice, then Direct Routing, then Add. Enter your SBC FQDN and port 5061.
2

Create a voice route

Voice, then Voice Routes, then Add. Pattern to match numbers you want routed via SmartAlex. Target: your SBC.
3

Create a voice routing policy

Assign the voice route to a policy.
4

Assign policy to users

Users who call numbers routed via SmartAlex need the policy assigned.

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Step 4: extensions and agent

Configure extensions in SmartAlex. Link agent in Agent Studio.

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Step 5: test

Dial from a Teams user to a DID routed through SmartAlex. The call should arrive at the AI agent via your SBC.

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Teams-specific notes

  • SBC is mandatory: there’s no direct Teams-to-SIP-provider path without one. Teams Operator Connect and Calling Plans are different products (Microsoft’s own carrier services) and don’t apply here.
  • Certificate requirements: Teams Direct Routing requires a public certificate from a trusted CA on the SBC’s Teams-facing side.
  • Bypass vs non-bypass mode: Media Bypass (where RTP flows directly from Teams client to SBC without traversing Microsoft 365 media servers) reduces latency. Configure on the PSTN gateway in Teams Admin Centre.
  • Capacity: each SBC has its own call licences and capacity limits.
  • Teams Phone vs Teams calling: this guide is for Teams Phone (PSTN-enabled). Teams calling without Phone doesn’t support Direct Routing.
  • Enterprise only: we treat Teams integrations as Enterprise tier due to the SBC complexity. Contact your account manager to confirm scope.

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Common pitfalls

The SBC FQDN must exactly match the certificate. Teams also verifies the certificate chain. Inspect the Teams event log under Monitor, then Call Analytics.
Almost always SIP ALG or misconfigured NAT on the SBC. Verify SBC has a routable external media IP configured.
Leg B (SmartAlex side) of the SBC config is usually the issue. Common: authentication credentials mis-typed, or Leg B is TLS-only and SmartAlex ingress expects UDP without cert validation.

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Next steps

Network Requirements

Firewall and TLS details.

Troubleshooting

Error reference.