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• 5.8

Microsoft Teams Integration Configuration Overview

Microsoft Teams integration enables contact center users to access Teams communication channels information for internal calls and chats with Teams users (i.e., experts) while working in Bright Pattern Contact Center’s Agent Desktop application.

This integration allows the following types of users to interact via Teams and Bright Pattern Contact Center:

  • Agents - The contact center agents logged in to Bright Pattern
  • Experts - The knowledge workers logged in to Teams
  • Administrators - The users who configure the integration (i.e., you)

Tutorials

The Microsoft Teams Integration Configuration Guide provides the following tutorials to help you to configure Teams integration:


For information about how to use Teams integration in the Agent Desktop application, after configuration is complete, see the Agent Guide, section Tutorials > Microsoft Teams.

Features and Limitations

Teams integration provides Bright Pattern Contact Center users with access to some, but not all, features and functions of the Microsoft Teams application from within the Bright Pattern Agent Desktop application.

This section describes the features and functionalities that are currently supported and not supported for agents using Teams integration in Agent Desktop.

What Is Supported

The following features or functionalities are supported by Teams integration:

  • Agents who have enabled Microsoft Teams in their User Profile may view and open the Teams Chats folder and Teams Channels folder in the Agent Desktop Directory.
  • Agents can have one conversation per Teams channel at any time.
  • Agents must close and reopen the Directory’s Teams Chats folder in order to receive notifications of chat replies from Teams users or to have incoming messages from Teams users popped to the agent’s screen.
  • Agents can mark chats and Teams channels as a Favorite.
  • In chat conversations, agents can view only the file names of attachments sent by Teams users.
  • Agents and web chat customers can see the content type of Teams-rich content elements—including streams, extensions (e.g., Zoom meetings, stocks, and weather), files, and code snippets. They will not see the actual content.

What Is Not Supported

The following features or functionalities are not supported by Teams integration:

  • Group chats with multiple Teams users are not supported. This means that agents can only chat with one Teams user at a time, and the Agent Desktop Directory’s Teams Chats folder will not display group chats.
  • The ability to invite Teams users to join internal group chat conversations is not supported.
  • Chat message reactions (e.g., Like, Heart, Laugh, etc.) are not supported, so reactions by Teams users will not be shown in Agent Desktop.
  • The ability for agents and customers to download attachments sent by Teams users during external chats is not supported. Agents and customers can only view the file names of attachments
  • Agents cannot mark individual Teams chat messages as a Favorite. They can only mark Teams Channels as a Favorite.
  • The display of Teams-rich content elements—including streams, extensions (e.g., Zoom meetings, stocks, and weather), files, and code snippets—during Teams conversations is not supported.
  • Hold time by Teams users is not reflected in the Call Detail report, in the same way that hold time by non-agent parties is not reflected in the Call Detail report.
  • When a Teams user is invited to the voice conference and the call is placed on hold, the remaining participants will hear the hold music.
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