Configuring Microsoft Teams Licenses and Users

Once your tenant and permissions are configured, you must assign Microsoft Teams Phone Standard licenses and configure user accounts.

Configuring Microsoft Teams Licenses

Use the existing Microsoft documentation to configure your Microsoft Teams license for the agents who will be using the integration with CxEngage.

Adding User Phone Numbers and Extensions

Each agent must have a phone number and extension defined in their Microsoft Teams user profile.

Important: Every user must to have a unique extension number. If the same extension is configured for multiple users, incoming calls will not be routed correctly and the agent will not receive the calls.

To configure user information in Microsoft Teams, follow these steps.

  1. Log in to the Microsoft Teams admin center as an administrator.

  2. Navigate to Users > Manage users.

  3. Click on a user who has an MS Teams Phone Standard license assigned.

  4. In the user's profile on the Account tab, click Edit beside the Primary phone number. The Assign phone number panel displays.

  5. Click the Phone Number type arrow and select Direct Routing from the drop-down.

  6. In the Assigned phone number field, enter a unique valid E.164 format number, including country code.

  7. In the Phone number extension field, enter a unique valid extension.

  8. Click the Apply button to save the new phone number.

  9. Repeat steps 3 through 8 for each agent that will use the Microsoft Teams integration with CxEngage.

Note: Each user must have an Other Email defined in Entra ID and a phone number and extension in Microsoft Teams. If either is not configured, the user's Microsoft Teams account will not be synchronized with CxEngage.

Log in to CxEngage to create and enable the appropriate MS Teams integration, User Sync or Activedir using the information gathered while setting up your CxEngage AD Tenant, Application, and Users.

Note: Session Border Controllers use the CxEngage User Sync integration.