Microsoft Teams Integration 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)
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To learn how to use Microsoft Teams as a communications channel for chat services, see the tutorials listed under Messenger Integrations: Microsoft Teams. | |
Tutorials
The Microsoft Teams Integration Configuration Guide provides the following tutorials to help you configure the Teams integration:
- Directory and chat
- Voice Calls
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:
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.
Busy state synchronization
The Teams integration keeps agent availability states consistent between Teams and the Agent Desktop. For example, starting a call in Teams will set the Agent Desktop status to busy. The synchronization follows these rules:
Teams Availability and Activity Synchronized to Agent Desktop State
| Teams Availability and Activity | Agent Desktop Synchronization |
|---|---|
| Availability becomes Busy with Activity In a Call | State set to Not Ready with the reason Busy in an External System |
| Availability leaves Busy
OR Activity leaves In a Call |
State set to its previous value
|
Agent Desktop State Synchronized to Teams Availability and Activity
| Agent Desktop State | Teams Synchronization |
|---|---|
| State becomes Busy | Availability set to Busy and Activity set to In a Call
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| State leaves Busy and becomes Ready or Not Ready
OR Agent logs out |
Availability set to Available and Activity set to Available
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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.
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