Configuring a CxEngage User Sync Integration for Microsoft Teams

Once you have completed the necessary setups in Entra ID and Microsoft Teams, you will create a new integration in CxEngage.

1. Log into CxEngage with Administrator permissions.

2. Navigate to Configuration > Integration.

3. On the Integration Management page, click the Create button. The Creating New Integration panel displays.

4. Click the Type arrow and select MS Teams from the drop-down.

5. Enter a Name and Description for the integration.

Complete the integration by entering the appropriate information in the Properties section. This information is required for Microsoft Teams to synchronize with CxEngage.

Note: This is the information you collected when setting up the tenant for the CxEngage and Microsoft Teams Integration in Microsoft Entra ID.

6. Enter the AD User Email that you assigned to the CxEngage Service Account.

7. Enter the AD Password that you assigned to the CxEngage Service Account.

8. Enter the Azure AD Tenant ID.

9. Enter the Azure AD Application ID.

10. Enter the Azure AD Application Secret.

11. Enter the SBC FQDN.

12. Click the Submit button to save the integration.

13. After the Microsoft Teams Integration is submitted, click the Sync Users button.

Notes:

Once the sync between Microsoft Teams and CxEngage is complete, agents using Skylight will be notified when calls are available in Microsoft Teams.

The synchronization of Entra ID and CxEngage users may take a few minutes.

When new users are added, you must return to this integration and click the Sync Users button.