Overview

Collaboration Integrations connect your Cloud-PBX with enterprise platforms like Microsoft 365 and Google Workspace, enabling single sign-on (SSO), presence synchronization, and unified communications across your organization.

Available Integrations:

• Microsoft 365: Teams, Azure AD, Outlook, and Exchange integration
• Google SSO: Single sign-on using Google Workspace accounts

Key Benefits:

• Simplified user authentication with SSO
• Automatic presence updates across platforms
• Calendar-based availability management
• Unified contact directory
• Click-to-call from collaboration apps

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Integration Capabilities

Single Sign-On (SSO)

What It Does:

• Users log in to Cloud-PBX using corporate Microsoft 365 or Google credentials
• No separate username/password to remember
• Automatic account provisioning for new users
• Centralized access control and security policies

Benefits:

• User Convenience: One set of credentials for all systems
• Security: Enforce MFA, password policies centrally
• IT Efficiency: Centralized user management
• Compliance: Audit logs tied to corporate identity

Authentication Flow:

1. User visits Cloud-PBX login page
2. Selects "Sign in with Microsoft" or "Sign in with Google"
3. Redirected to identity provider (Microsoft/Google)
4. Authenticates with corporate credentials (+ MFA if required)
5. Redirected back to Cloud-PBX with secure token
6. Automatically logged in and provisioned

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Presence Synchronization

What It Does: Share availability status between your phone system and collaboration platform in real-time.

Supported Presence States:

• Available: Ready to receive calls
• Busy: On an active call or in a meeting
• Away: Inactive for extended period
• Do Not Disturb: Calendar shows busy or manually set
• Offline: Not logged in or disconnected

Sync Behavior:

• Phone call starts → Microsoft Teams/Google Chat shows "Busy"
• Calendar event starts → Cloud-PBX enables Do Not Disturb
• User sets DND in Cloud-PBX → Teams/Chat shows "Do Not Disturb"
• User goes offline in Cloud-PBX → Status updates in collaboration platform

Benefits:

• Colleagues see real-time availability across all platforms
• Reduce interrupted meetings and focused work time
• Better caller experience (know when someone is available)
• Automatic call routing based on presence

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Calendar Integration

What It Does: Automatically adjust phone system availability based on calendar events.

Calendar-Based Features:

• Auto-DND During Meetings: Calls go to voicemail during scheduled events
• Pre-Meeting Reminders: Notification 5 minutes before calls
• Working Hours Enforcement: Route calls differently outside work hours
• Time Zone Handling: Respect user's current time zone for availability

Calendar Event Handling:

Calendar Status	Cloud-PBX Behavior
Free	Available for calls
Busy	DND enabled, calls to voicemail
Out of Office	Custom greeting, route to backup
Tentative	Calls ring, but show "May be unavailable"
Working Elsewhere	Available, but routing to mobile preferred

Configuration Options:

• Enable/disable auto-DND per user
• Customize which calendar types trigger DND (meetings vs. all events)
• Set buffer time before/after events
• Choose behavior for tentative events
• Select which calendars to monitor (primary only vs. all)

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Contact Directory Sync

What It Does: Import corporate directory into Cloud-PBX for caller ID, click-to-call, and search.

Synced Information:

• Full name and display name
• Phone numbers (work, mobile, home)
• Email addresses
• Department and job title
• Profile photos
• Manager and reporting structure

Sync Options:

• Full Organization: Import all users (recommended for small/medium orgs)
• Selective Groups: Sync specific departments or teams
• User's Contacts: Only import each user's personal contacts
• Shared Contacts: Sync organization-wide shared contacts

Sync Frequency:

• Real-time updates for critical changes (new users, deletions)
• Incremental sync every 15 minutes for profile updates
• Full resync daily at 2 AM local time

Benefits:

• Automatic caller ID with names and photos
• Click-to-call from contact list
• No manual contact entry or updates
• Always current with directory changes

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Click-to-Call Integration

What It Does: Initiate phone calls directly from collaboration apps, email, and contact lists.

Where Click-to-Call Works:

• Outlook: Right-click phone numbers in emails or contacts
• Teams: Click phone numbers in chats, profiles, or directory
• Google Workspace: Click phone numbers in Gmail, Contacts, Calendar
• Browser Extension: Click any phone number on any webpage

User Experience:

1. User clicks phone number in Outlook email
2. Cloud-PBX desktop app activates
3. Call starts automatically on user's preferred device
4. Call details logged to contact/email thread

Configuration:

• Set default calling device (desk phone, softphone, mobile)
• Enable/disable per user or department
• Customize number format detection
• Choose browser extension behavior

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Available Integrations

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Comparison: Microsoft 365 vs Google SSO

Feature	Microsoft 365	Google SSO
Single Sign-On	✅	✅
Calendar Integration	✅	✅
Contact Sync	✅	✅
Presence Sync	✅ (Teams)	⚠️ (Limited)
Click-to-Call	✅ (Outlook, Teams)	✅ (Gmail, Contacts)
Auto-Provisioning	✅	✅
Group Sync	✅	✅
Profile Photos	✅	✅
Reporting Structure	✅	❌
Teams Integration	✅ Native	❌
Mobile App SSO	✅	✅

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General Setup Process

Most collaboration integrations follow these steps:

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Security and Compliance

Authentication Security

Security Features:

• OAuth 2.0: Industry-standard secure authorization
• Token Encryption: All tokens encrypted at rest and in transit
• Short-Lived Tokens: Access tokens expire after 1 hour
• Automatic Refresh: Tokens refresh without user interaction
• Scope Limitation: Request only minimum required permissions
• Audit Logging: All authentication events logged

Multi-Factor Authentication:

• MFA enforced by collaboration platform (Microsoft/Google)
• Cloud-PBX honors MFA requirements
• Step-up authentication for sensitive operations
• Conditional access policies supported (Microsoft only)

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Data Privacy

What Data Is Accessed:

• User profile (name, email, photo)
• Calendar free/busy status (not event details)
• Contact information (name, phone, email)
• Group memberships
• Presence status

What Data Is NOT Accessed:

• Email content or messages
• File contents or documents
• Private calendar event details
• Chat messages or conversations
• Any data outside granted scopes

Data Retention:

• Profile data cached for 24 hours
• Contacts refreshed every 15 minutes
• Calendar data not stored, only real-time queries
• Presence updates not logged
• User can revoke access anytime

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Compliance Considerations

GDPR Compliance:

• Users can revoke integration access
• Personal data deleted within 30 days of disconnection
• Data processing agreement available
• Right to access and export integrated data

HIPAA Considerations:

• Calendar event details never accessed (only free/busy)
• No PHI stored in integration layer
• BAA available for enterprise customers
• Audit logs meet HIPAA requirements

Data Location:

• Authentication tokens stored in your region
• Contact cache respects data residency requirements
• Calendar queries made directly to Microsoft/Google (not stored)

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Troubleshooting

SSO Login Issues

Problem: "Unable to sign in with Microsoft/Google"

Common Causes and Solutions:

Issue	Solution
Invalid credentials	Verify Client ID and Secret in Cloud-PBX
Permission denied	Grant required API permissions in admin console
Redirect URI mismatch	Check redirect URL exactly matches configuration
Token expired	Re-authorize integration in settings
User not provisioned	Manually provision or check auto-provisioning settings
Domain not verified	Verify domain ownership in collaboration platform

Diagnostic Steps:

1. Check integration status indicator (Settings → Integrations)
2. Review authentication logs for specific error codes
3. Test with admin account first (rules out permission issues)
4. Verify network connectivity to auth endpoints
5. Try re-authorizing integration from scratch

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Calendar Sync Issues

Problem: Calendar events not triggering DND

Troubleshooting Checklist:

• ✅ Calendar integration enabled in user settings
• ✅ User granted calendar permissions during SSO
• ✅ Calendar is primary calendar (not shared/secondary)
• ✅ Event is marked "Busy" (not "Free" or "Tentative")
• ✅ Event is not all-day event (DND applies to specific times)
• ✅ User's time zone configured correctly

Calendar Permission Check:

Microsoft 365:
Settings → Integrations → Microsoft 365 → User Permissions
Should show: "Calendars.Read" granted

Google:
Settings → Integrations → Google → User Permissions  
Should show: "calendar.readonly" granted

Manual Resync:

• Go to user settings
• Navigate to Calendar Integration
• Click "Resync Calendar" button
• Check if DND now updates correctly

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Presence Sync Issues

Problem: Presence not updating across platforms

Microsoft Teams Specific:

• Requires Teams Phone license for full presence sync
• Some presence states require specific permissions
• Check Teams admin center for presence sharing settings
• User must be signed in to both Cloud-PBX and Teams

Google Workspace:

• Presence sync limited to Google Chat only
• User must have Google Chat enabled
• Presence updates may have 1-2 minute delay
• Some organizations disable external presence integration

General Fixes:

1. Sign out and back in to both systems
2. Check presence sharing permissions
3. Verify API scopes include presence access
4. Review firewall rules for presence endpoints
5. Test with different user account (admin vs. regular user)

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Contact Sync Issues

Problem: Contacts not appearing or outdated

Sync Status Check:

• Navigate to Settings → Integrations → Collaboration
• Check "Last Sync" timestamp
• Review sync logs for errors
• Force manual sync with "Sync Now" button

Common Issues:

Symptom	Cause	Solution
No contacts syncing	No permission granted	Re-authorize with Contacts.Read
Some contacts missing	Selective sync enabled	Change to full org sync
Contacts outdated	Sync failed	Check logs, manually trigger sync
Duplicate contacts	Multiple sources	Configure primary contact source
Photos not showing	Image cache issue	Clear cache, resync

Selective Sync Configuration:

Sync all users: Best for small/medium orgs
Sync by group: Filter to specific departments
Sync user's contacts: Only personal contacts
Custom filter: Advanced LDAP/SCIM queries

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Click-to-Call Issues

Problem: Click-to-call not working from collaboration app

Browser Extension:

• Install Cloud-PBX browser extension
• Grant permissions to access page content
• Verify extension enabled and signed in
• Check extension detects phone numbers (green highlight)

Outlook/Teams (Windows):

• Install Cloud-PBX desktop client
• Register as telephony provider in Windows
• Restart Outlook/Teams after installation
• Check default phone handler in Windows settings

Outlook/Teams (Mac):

• Install Cloud-PBX desktop app
• Grant accessibility permissions in System Preferences
• Restart Outlook/Teams
• Test with right-click on phone number

Google Workspace:

• Install Cloud-PBX Chrome extension
• Reload Gmail/Contacts page
• Look for phone icon next to numbers
• Check extension has required permissions

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Best Practices

User Management

Auto-Provisioning Strategy:

• Enable for new hires (automatic account creation)
• Set default extension pool for auto-assigned numbers
• Configure default permissions based on department
• Set up approval workflow for sensitive features

Deprovisioning:

• Disable Cloud-PBX access when user removed from directory
• Retain call history for 90 days (compliance)
• Forward extension to manager or department
• Archive user data before permanent deletion

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Performance Optimization

Sync Optimization:

• Small Orgs (<500 users): Full sync every 15 minutes
• Medium Orgs (500-2000): Group-based sync, 30 minute intervals
• Large Orgs (2000+): Selective sync, on-demand for specific users

Cache Strategy:

• Profile photos: 7-day cache (reduce API calls)
• Contact info: 1-hour cache (balance freshness and performance)
• Calendar data: No caching (always real-time)
• Presence: Real-time via webhooks (no polling)

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Security Best Practices

Access Control:

• Use service accounts for organization-wide integrations
• Limit integration admin to IT security team
• Regular audit of granted permissions
• Annual review and reauthorization
• Immediate revocation for departing admins

Monitoring:

• Enable authentication audit logs
• Alert on unusual login patterns
• Monitor API usage for anomalies
• Track failed authentication attempts
• Review integration health weekly

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Getting Help

Common Resources:

• Microsoft 365 setup guide: Detailed Azure AD configuration
• Google SSO guide: OAuth and workspace setup
• SSO troubleshooting flowchart
• Video: Complete setup walkthrough (15 min)

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Next Steps