Integrate Webex Contact Center with Microsoft Teams

Administrators can integrate Microsoft Teams for their organization by setting up Microsoft Teams connector.

  • The Microsoft Teams connector is specifically designed to be compatible with the Next Generation Media Platform. While it may work with other media platforms, it's important to understand that Cisco will provide Technical Assistance Center (TAC) support exclusively for the next-generation media platform.

  • In addition to agents, supervisors who are signed in to Supervisor Desktop as Supervisor and Agent role can connect with the right subject matter expert in real-time to seek help during a customer interaction.

Before you begin

You must have a Microsoft Azure account with one of the following roles to grant permission:

  • Global Administrator
  • Privileged Role Administrator

1

Login to Control Hub with the required privileges.

2

Select Contact Center under Services.

3

In the Contact Center page, select Integrations under Tenant Settings. All the available connectors are displayed under the Connectors tab.

4

Select Set Up for Microsoft Teams connector.

5

Select Authorize to authenticate with your Microsoft Azure account.

Ensure that the browser pop-up is enabled.
6

Select Accept to accept the requested permissions.

7

Select Close after the connector is created.

The status of the connector shows as Active after the setup.

View or edit the details of Microsoft Teams connector

Before you begin

Your Microsoft Azure account should have:

  • Business phone number defined in E.164 format.
  • A defined job title and department.

1

Login to Control Hub with the required privileges.

2

Select Contact Center under Services.

3

In the Contact Center page, select Integrations under Tenant Settings. All the available connectors are displayed under the Connectors tab.

4

Select View/Edit details of Microsoft Teams connector to view or edit the details.

5

(Optional) Toggle ON the Display user details setting in Desktop features to enable the agents to view the presence of the subject matter experts and search by name, department, and role of the users from Microsoft Teams when initiating consult or transfer of calls.

Deactivate or reactivate Microsoft Teams connector

1

Login to Control Hub with the required privileges.

2

Select Contact Center under Services.

3

In the Contact Center page, select Integrations under Tenant Settings. All the available connectors are displayed under the Connectors tab.

4

Select View/Edit details of Microsoft Teams connector.

5

Select Deactivate in the Deactivate section to deactivate the connector. The status of the connector shows as Inactive upon deactivating the connector.

6

(Optional) Click Reactivate to reactivate the connector.

Delete Microsoft Teams connector

1

Login to Control Hub with the required privileges.

2

Select Contact Center under Services.

3

In the Contact Center page, select Integrations under Tenant Settings. All the available connectors are displayed under the Connectors tab.

4

Select View/Edit details of Microsoft Teams connector.

5

Select Delete to delete the connector.

  • You must deactivate the connector before deleting it.
  • Deleting the connector will remove all the integration ability with Microsoft Teams.
  • Deleting the connector will remove the connector from the Webex Contact Center. The authorization from Microsoft Azure will remain active for the Webex Contact Center. Make sure to delete the enterprise application from Microsoft Azure.

Synchronize Microsoft Teams states with Webex Contact Center idle codes

An agent can have different presence statuses in the Microsoft Teams and Webex Contact Center as per the agent's current activity. Administrator can configure presence synchronization so that the agent's presence is automatically updated across both the platforms, lowering the chances of RONA. Agents are no longer required to manually indicate themselves as unavailable when engaged in non-contact center activities. For example, if an agent is busy on a customer call in the Contact Center, then the agent's status is automatically synchronized in the Microsoft Teams App and the calls are not routed to the agent.

To synchronize agent's presence state between both the applications, administrator maps the Microsoft Teams states with the Webex Contact Center idle codes. This mapping is used to route calls to the agent. The agent states in Microsoft Teams available for mapping with Webex Contact Center are Do not disturb, On a call, and Presenting.

1

Login to Control Hub with the required privileges.

2

Select Contact Center under Services.

3

In the Contact Center page, select Integrations under Tenant Settings. All the available connectors are displayed under the Connectors tab.

4

Select View/Edit details of Microsoft Teams connector to view or edit the details.

5

Toggle ON the State synchronization setting in Desktop features to synchronize agent's presence state between both the applications.

  • When an agent signs in for the first time, there could be a delay up to 40 minutes for the presence to start synchronizing. This delay doesn’t affect agent’s operations.
  • There could be a delay up to 12 seconds for the presence to synchronize across both the platforms.
6

Enable the respective toggle (Microsoft Teams or Webex App) in the desktop profile. For more information, see Microsoft Teams/Webex App in the 'Create a desktop profile' section of Manage desktop profiles.

The following table displays the mapping of states in Microsoft Teams and Webex Contact Center.

Impact of Microsoft Teams Integration on Presence Sync State in Webex Contact Center