Why Your Teams Calling Solution Needs Selective Sync

Why Your Teams Calling Solution Needs Selective Sync | HelloTeams Global

You’re ready to move your organisation’s telephony to Microsoft Teams Calling – but you’re worried about the management burden. 

After all, having that many users under a single M365 tenancy creates a chokepoint. Your tenancy administrator will be flooded with tickets about things like adding new users or making announcements. You’ll need to increase their capacity (which is costly) or watch resolution times skyrocket – which will cause operational delays across the rest of your organisation. 

It almost seems easier to stick with your legacy telephony system. 

Luckily, there’s a simple solution: HelloTeams’ selective sync feature. In this article, we’ll explain exactly what selective sync is, how it can help large and complex organisations manage Teams Calling, and exactly how the deployment process works. 


What Is Selective Sync for Teams Calling? 

Selective active directory (AD) synchronisation, which we’ll call ‘selective sync’, is a HelloTeams feature. It lets you separate your Microsoft 365 users into different groups for billing, administration and management purposes – even when they’re in the same M365 tenancy. 

These groups, which we’ll call organisational units (OUs), gain MAC autonomy. Rather than being centrally managed at the tenancy level, each OU can do things like add new users or create auto-attendants on its own. Importantly, OUs can be billed individually, which matters when departments, sites or subsidiaries have their own budgets. 

Specifically, selective sync lets OUs: 

  • manage their own billing 
  • have localised calling visibility 
  • manage users and number assignation 
  • manage localised auto-attendants, announcements, and hunt groups. 


How Selective Sync Simplifies Teams Calling Administration 

When Teams Phone is centrally administered, a single IT team has to manage all telephony-related MACs at the tenancy level. For enterprises with thousands of M365 users, that can be an administrative nightmare – one that leads to costly operational roadblocks. 

Why Your Teams Calling Solution Needs Selective Sync | HelloTeams Global
Centralised voice admin means everything is managed at the tenancy level.

Think about onboarding a new sales development rep with centralised voice. Before that person can start making calls, their team leader needs to lodge a ticket with the tenancy administrator. Depending on the team’s queue size, it might be days before that SDR can start working. When administration is decentralised through selective sync, though, that team leader can go directly to their OU administrator – no ticket, no waiting, and no frustrated users.  

Why Your Teams Calling Solution Needs Selective Sync | HelloTeams Global
Selective sync lets you decentralise management by creating OUs within your M365 tenancy.

Selective sync solves similar billing-related issues. If your voice management is centralised, the tenancy is billed for all costs, and each site or department’s costs need to be calculated manually.  

With selective sync, though, each OU is billed separately for users, calls, DIDs, and other telephony costs. That eliminates a serious accounting headache and means each OU can more accurately track costs as they’re incurred. There are also operational benefits – localised calling visibility means you can view high-level metrics such as total outbound calls without manually aggregating calls from each relevant user.   


Why Is Selective Sync Important for Enterprises and Government Bodies? 

For most organisations, selective sync isn’t necessary – centralised management is easier than giving different OUs administrative privileges. There are exceptions, though. Enterprises with subsidiaries or large departments, multi-site organisations, and government bodies are all examples of entities that should implement selective sync. 

Why? Because each entity has organisational units – whether those are different sites, departments, subsidiaries, or agencies – that need a degree of autonomy. At scale, forcing all administrative Teams Calling MACs to go through one tenancy-level administrator just doesn’t make sense. Each OU needs to be able to take basic operational actions quickly, which won’t happen if they’re being hamstrung by a sprawling IT backlog.  

It’s also about relevance. Your OUs don’t need (or want) announcements intended for different sites/departments/brands/agencies being sent to their users’ M365 accounts. Consistently irrelevant announcements lead to people ignoring the ones that do matter, which has implications for your organisation’s internal communications. 

And what happens during acquisitions? If your organisation acquires a subsidiary, that subsidiary shouldn’t retain its own M365 tenancy (if it does, you won’t be able to take advantage of the cheaper carrier rates that come with a higher number of users). Instead, it needs to either become an OU via selective sync or be integrated into a tri-tiered account hierarchy (another unique HelloTeams feature).           


Getting Started With Selective Sync 

Selective sync isn’t hard to deploy. We’ll even work with you to set it up. Here’s how. 

  1. You create a Microsoft 365 group (an OU) and add any user accounts that you want synced to that group. 
  1. We create your organisation’s HelloTeams account and add selective sync to it. (The same applies if you’re already an existing HelloTeams customer.) 
  1. You sync your M365 tenancy with the customer account created in the HelloTeams portal. 
  1. When prompted during the syncing process, you add a name for your new OU that’s easy to identify at the tenancy level. 
  1. The sync completes. As the OU’s administrator, you can now autonomously manage the OU’s added users. 


Don’t worry – if that process sounds complex, we’ll guide you through the whole process in real time. All you need to do is start your free 14-day HelloTeams trial. (You can also contact us if you want more information about how selective sync would work for your organisation.)      

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