Adding a Microsoft Teams Extension to a CxEngage User Account

So that your agents are notified when calls are available, you will need to add the Microsoft Teams extension to each user that will take calls in Microsoft Teams.

To add an extension to a user's account:

1. Go to User Management > Users.

2. Click the user account to which you want to add an extension.

3. In the user details panel, click the plus icon beside Extensions.

4. Select MS Teams from the drop-down list.

5. In the Extension field, enter the phone number from which the agent will answer calls.

6. Click the Save button.

7. Repeat steps 2 through 6 for each agent that will use the Microsoft Teams integration.

Now, the integration between Microsoft Teams and CxEngage is complete. Agents using Skylight will be notified when calls are available in Microsoft Teams.