Microsoft Teams Integration Overview
Microsoft Teams integration lets Bright Pattern Contact Center agents reach Microsoft Teams users (i.e., experts) without leaving the Agent Desktop application. Agents see Teams contacts and channels in the Agent Desktop Directory, and from there they can start internal chats and voice calls with Teams users.
The integration involves the following types of users:
- 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, both or either of which can be configured:
- Directory and chat integration
- Voice calls integration
Any Office 365 plan supports directory and chat integration. To make calls using Direct Routing, Microsoft Teams users need at least an enterprise-family E1/E3 + Office 365 Phone System license or an E5 license. (Users may receive calls via the Microsoft 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:
- Directory and chat
- Voice calls
After configuration is complete, see the Agent Guide, section Tutorials > Microsoft Teams, for information about using Teams integration in Agent Desktop.
Features and Limitations
Teams integration gives Bright Pattern Contact Center users access to some, but not all, Microsoft Teams features from within the Agent Desktop application.
The following lists cover what is supported, what is not supported, and what is supported with conditions.
What Is Supported
The following features are supported by Teams integration:
Chats and Channels
- Agents who have enabled Microsoft Teams in their User Profile can open the Teams Chats and Teams Channels folders in the Agent Desktop Directory.
- 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 sets the Agent Desktop state to Not Ready with the reason Busy in an External System. 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
|
| State leaves Busy and becomes Ready or Not Ready
OR Agent logs out |
Availability set to Available and Activity set to Available
|
What Is Not Supported
The following features are not supported by Teams integration:
- Group chats with multiple Teams users are not supported. Each chat conversation includes one Teams user, and the Agent Desktop Directory’s Teams Chats folder will not display group chats.
- Agents cannot invite Teams users to internal group chat conversations.
- Chat message reactions (e.g., Like, Heart, Laugh) 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, only chats and Teams channels.
- Agents and customers cannot see the contents of Teams rich-content elements, only the element type.
- Hold time by Teams users is not reflected in the Call Detail report, which also excludes hold time by other non-agent parties.
- Rich content (e.g., chat transcripts) in Interaction Records is not supported.
Limitations
The following features are supported by Teams integration, but with conditions:
- Agents can hold one conversation per Teams channel at a time.
- Agents must close and reopen the Directory’s Teams Chats folder to receive notifications of chat replies or to have incoming messages from Teams users popped to their screen.
- When a Teams user is invited to a voice conference and the call is placed on hold, the remaining participants will hear the hold music.
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