Microsoft Teams Phone & PBX Workspace
Validated UAE telephony topology: Operator Connect / Direct Routing profiles, number inventory, routing & caller-ID policy, recording eligibility and the §11 activation-proof checklist. Owned by M365 Telephony Admin with Integration Owner.
INT-05
CFG-08
Active topology
Operator Connect
TOPO-OC-DXB v4 · Dubai HQ · du
Numbers assigned
142 / 160
6 pending port-in · 2 quarantined
Post-call ingestion lag (p95)
3m 40s
▲ within 5m SLO
Ingestion gaps (7d)
2
1 open · reconciliation running
Recording profiles
1 of 3 active
Disabled by default per CFG-08
Topology profiles (effective-dated, DISABLED unless evidence passes)
Country/provider capabilities are profile data
| Profile | PSTN mode | Scope | Carrier / SBC / PBX | Effective from | Gates passed | Status | |
|---|---|---|---|---|---|---|---|
| TOPO-OC-DXB v4 Owner: M365 Telephony Admin |
Operator Connect | Dubai HQ | du Operator Connect | 2026-05-01 | 8 / 8 | Active | Resolution |
| TOPO-DR-AUH v2 Direct Routing PoC gate open |
Direct Routing | Abu Dhabi Branch | AudioCodes SBC · Etisalat SIP trunk | 2026-08-01 (planned) | 6 / 8 | Blocked — 2 gates failing | Gates |
| TOPO-COEX-LEG v1 Coexistence with legacy PBX |
Hybrid / coexistence | Warehouse & facilities ops | Panasonic PBX via SBC bridge | 2026-03-15 | 8 / 8 | Active — sunset 31 Dec 2026 | Sunset plan |
| TOPO-TPM v0 Teams Phone Mobile — draft |
Teams Phone Mobile | Field agents (proposed) | Carrier availability unconfirmed | — | 0 / 8 | Disabled — no evidence | Edit draft |
4 profiles · licensing, carrier, number plan, emergency behavior, privacy and test-call evidence gate each activationUpdated 17 Jul 2026 08:05
Number inventory
| Number | Type | Assigned to | Topology profile | Caller-ID policy | Emergency address | Status |
|---|---|---|---|---|---|---|
| +971 4 330 1500 | Main line | Al Manara Properties — reception | TOPO-OC-DXB v4 | Presents as-is | Verified · Dubai HQ | In service |
| +971 4 330 1512 | User DID | OHOmar Haddad | TOPO-OC-DXB v4 | Masked → main line on CRM calls | Verified · Dubai HQ | In service |
| +971 4 330 1513 | User DID | LHLayla Hassan | TOPO-OC-DXB v4 | Masked → main line on CRM calls | Verified · Dubai HQ | In service |
| +971 4 330 1520 | Queue | Sales Queue — Marina District | TOPO-OC-DXB v4 | Presents queue identity | Verified · Dubai HQ | In service |
| +971 4 330 1521 | Resource account | AA — Main auto attendant | TOPO-OC-DXB v4 | Presents as-is | Verified · Dubai HQ | In service |
| +971 2 445 8800 | Main line | Abu Dhabi Branch — reception | TOPO-DR-AUH v2 | Presents as-is | Address on file — proof pending | Reserved — profile blocked |
| +971 2 445 8811 | User DID | RFRashid Al Farsi | TOPO-DR-AUH v2 | Masked → branch line | Proof pending | Pending port-in |
| +971 4 330 1544 | User DID | — (leaver: ex-agent) | TOPO-OC-DXB v4 | — | — | Quarantined — cooling-off to 05 Aug |
| +971 4 330 1545 | User DID | Unassigned pool | TOPO-OC-DXB v4 | — | Verified · Dubai HQ | Available |
Showing 9 of 160 numbers
Call queues & auto attendants
Route/license tests pass| Queue / AA | Resource account | Sign-in disabled | Routing | Agents | Failover |
|---|---|---|---|---|---|
| Sales Queue — Marina | ra-sales-marina | Disabled ✓ | Longest idle · 09:00–19:00 | 6 | → AA voicemail |
| Service & Maintenance | ra-svc-desk | Disabled ✓ | Round robin · 08:00–20:00 | 4 | → overflow queue |
| Collections (Finance) | ra-fin-collect | Disabled ✓ | Serial · 09:00–17:00 | 3 | → voicemail + task |
| AA — Main attendant | ra-aa-main | Disabled ✓ | Menu EN/AR · after-hours msg | — | → reception mobile |
| AA — Abu Dhabi | ra-aa-auh | License test pending | Menu EN/AR (draft) | — | — |
Caller-ID & masking policy
Edit in studio- Outbound identity (CRM calls)
- Main line +971 4 330 1500 (agent DID hidden)
- Ambiguous inbound match
- Controlled result — candidate list, no auto-open
- Masked-number match test
- Pass · 14 Jul 2026
- Number exposure in UI/export
- Prevented — masked as +971 5●●●●●1 42
- Emergency calls
- Always present real DID + verified address (carrier proof)
- Click-to-call
- Teams deep link, user confirms; desktop & mobile behavior evidenced
Identity match normalizes numbers and permission-checks the CRM party before any pop. Result for callers with DND / withheld consent is a restricted card — see Consent & DND.
Recording & transcription policy (separate from ordinary call metadata)
Disabled by default
| Profile | Mode | Scope / jurisdiction | Lawful basis / notice | Media custodian | Region · retention | Legal hold | Status |
|---|---|---|---|---|---|---|---|
| REC-UAE-DXB-CONV v3 | Convenience | Sales queues · UAE | Consent announcement EN/AR before bridge | Mariam Al Suwaidi (Legal) | UAE North · 90 days | Supported | Active |
| REC-UAE-COMP v1 | Compliance | Finance collections · UAE | DPIA in review · certified solution required | — (proposed: Legal) | UAE North · 7 years (proposed) | Required | Blocked — 2 of 4 approvals (legal, privacy pending) |
| REC-KSA v0 | — | KSA jurisdiction profile | Recording not permitted for profile | — | — | — | Disabled |
Acceptance check: with REC-KSA disabled, agent calls still log to CRM but no recording request or recording link is created — verified 12 Jul 2026.
Graph call-record ingestion
Subscription active- Permission
CallRecords.Read.All(application, admin-consented 2026-04-18)- Subscription renewal
- Every 55 min · client-state validated · off by default per profile
- Retrieval window
- 30 days (provider-documented, recorded in TOPO-OC-DXB v4)
- Throttling
- Backoff with jitter · 0 throttle events (24h)
- Gap reconciliation
- Scheduled hourly · 2 gaps flagged this week
Table alternative: 11 Jul 2m 55s · 12 Jul 2m 24s · 13 Jul 3m 18s · 14 Jul 6m 12s (Graph delay incident INC-2214) · 15 Jul 3m 31s · 16 Jul 3m 12s · 17 Jul 3m 40s. SLO ≤ 5m.
Recent post-call records → CRM correlation
Open activities| Call record | Version | Received | CRM link | Disposition | Status |
|---|---|---|---|---|---|
CR-8842 | v2 (v1 09:14, v2 09:21) | 17 Jul 09:21 | Lead — Amina Noor | Connected · 6m 42s | Updated idempotently — one log |
CR-8841 | v1 | 17 Jul 09:02 | Falcon Trading FZ-LLC | Voicemail | Ingested |
CR-8836 | v1 | 17 Jul 08:40 | Restricted party ●●●●●● | Connected · 2m 10s | Linked — permission-checked |
CR-8829 | v1 | 16 Jul 19:22 | Unmatched — candidate list | Missed | Ambiguous match — controlled result |
CR-8804 | — | expected 14 Jul | — | — | Gap — in reconciliation (window closes 13 Aug) |
CR-8798 | v3 | 14 Jul 15:05 | Viewing follow-up PR-A-1103 | Connected · 11m 03s | Updated idempotently |
Duplicate arrivals with different versions update one call log idempotently (INT-05 acceptance).
Activation-proof checklist — §11 responsibility matrix
| Capability | ERP responsibility | Teams / provider responsibility | Activation proof | Evidence |
|---|---|---|---|---|
| Identity & caller match | Normalize numbers; permission-check match; controlled result | Deliver permitted calling identity and data | Masked/ambiguous-number match tests | Pass · 14 Jul 2026 |
| Click-to-call | Generate supported Teams action | User confirms and Teams places call | Desktop / mobile behavior | Pass · 02 Jun 2026 |
| Post-call records | Subscribe, ingest latest version idempotently, correlate, disposition | Graph makes tenant-wide application data available after calls | Admin consent, lifecycle renewal, 30-day retrieval control | Pass · 18 Apr 2026 |
| Real-time screen pop | Display only after approved event signal + permission check | Contact-center / SBC / TPE signal if contracted | Mandatory proof — Graph is not treated as real time | Not contracted — feature disabled |
| Queues / auto attendants | Reference queue/agent context | Resource accounts, licenses, routing, hours, failover | Sign-in disabled and route/license tests | Partial — AA Abu Dhabi pending |
| Recording / transcription | Store approved reference/metadata or media under policy | Participant notification, capture, media access, region, retention | Legal basis/consent, DPIA | Convenience pass · compliance blocked |
| Caller masking | Prevent number exposure in ERP UI/export | Carrier/voice topology network behavior | Carrier and emergency-call proof | Pass · 05 May 2026 |
| Resilience | Queue delayed data; preserve manual call logging | Carrier/SBC/provider failover | Test calls and recovery exercise | Exercise due 30 Sep 2026 |
A failure in consent, recording, emergency or routing readiness blocks only the affected profile and preserves the approved manual/fallback procedure.
Activate topology profile — TOPO-DR-AUH v2
2 activation gates are failing. Controlled operations fail closed; activation cannot proceed.
- Failing Emergency calling behavior evidence (carrier test-call pack missing)
- Failing Test-call evidence — desktop/mobile matrix incomplete (3 of 8 scenarios)
- Passed Licensing · number plan · privacy review · SBC certificate · routing simulation · rollback plan
Recorded in the audit trail with the profile content hash.
Related: Provider health · Events & webhooks (DLQ, replay) · Provider Hub activation · Audit explorer
Static render mockup — no live data. Source: ERP Modern Development Specification v2.0 (§7.11 INT-05, §5 CFG-08, §11 Teams/PBX & Recording) · Covers: INT-05, CFG-08.