5.19:Contact-center-administrator-guide/ApplicationNotes/MicrosoftTeamsIntegrationConfiguration/Overview

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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)

The integration consists of two parts - directory and chat integration and voice calls integration. Either part or both can be configured.

Any Office 365 plan will work, although in order for Microsoft Teams users to be able to make calls using Direct Routing, users must have at a minimum an E1/E3 + Office 365 Phone System license or an E5 license; however, the license has to be from the enterprise-family level. (Users may receive calls via MS Teams Attendant feature without a license)

Tutorials

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

Directory and chat

• Microsoft Teams Integration Configuration Quick Start

• Azure Application Configuration to Enable Directory and Chat Integration

• How to Add a Microsoft Teams Integration Account

Voice Calls

• Microsoft Teams Direct Routing

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.

	To learn how to configure Microsoft Teams as a communications channel for chat services, see the tutorials listed under Messenger Integrations: 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:

Chats and Channels

• 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 a 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.

Attachments and Rich Content

• 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.

Agent state and Teams status synchronization

• When an agent is on a Teams call, their state in Agent Desktop is changed to Not Ready, with the reason Busy in an External System.

• If an agent's Teams availability changes from Busy or their Teams activity changes from In a Call, their previous state in Agent Desktop will be restored.

• If the Teams state of an agent is Available and their Agent Desktop enters a busy state, their Teams availability will be updated to Busy and their activity to In a Call.

• If an agent's Teams state was set to Busy, In a Call by the integration and the agent leaves the Busy state in Agent Desktop for any reason (including logging out or entering the Not Ready state), their Teams availability and activity will be set to Available.

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.

• Rich content (e.g., chat transcripts) in Interaction Records is not supported.

• 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.< Previous | Next >