Setting Up a User Sync Integration with Microsoft^® Teams

An integration between Microsoft Teams and CxEngage allows your agents to answer voice interactions in Microsoft Teams. Agents can receive notifications that calls are available in Teams and seamlessly transition between Skylight and Microsoft Teams. When on a call, the agent's status updates in both Skylight and Microsoft Teams.

To integrate Microsoft Teams with CxEngage, an administrator must setup and configure a tenant and users in Microsoft Entra ID. User information is then synchronized between Entra ID and CxEngage.

In CxEngage, the agent's account must have an MS Teams extension assigned to it in order to take and make calls with Microsoft Teams.

Prerequisites

Before beginning the setups, you must have access to the following items:

• Administrative accounts for:

  • Microsoft Entra ID

  • Microsoft Teams

  • CxEngage

Note: These admin accounts must have the ability to create and update Entra ID tenants, register Apps, add and edit users, assign API permissions, configure MS Teams licenses, and configure CxEngage tenant integrations.

• CxEngage email addresses of users that will sync between the Entra ID tenant and CxEngage

• Phone Numbers and extensions of users that will sync between Microsoft Teams and CxEngage

Preparing Entra ID and MS Teams for Integration

Perform the following steps to prepare for the integration with CxEngage.
Click each step to see detailed instructions.

1. Create a New Microsoft Entra ID tenant.

2. Add users to the Entra ID tenant.

3. Configure alternate email addresses for users in Entra ID based on the user's CxEngage email.

4. Register your application.

5. Configure API permissions.

6. Create the Client Secret.

7. Configure a Service Account.

8. Grant Admin Consent.

9. Configure your Microsoft Teams licenses.

10. Configure your users' phone numbers with extensions.

11. Enable the Microsoft Teams User Sync integration in CxEngage.

12. Add the Microsoft Teams extension to the agent's account in CxEngage.

As you complete these steps you will acquire the following information which is needed to integrate MS Teams with CxEngage.

Important: Make note of this information so it is available when you need it.

• Entra ID Application ID (Client ID)

• Entra ID Tenant ID

• Entra ID Application Secret

• CxEngage Service Account user credentials

External References

The following information is provided outside of the CxEngage online help and may be helpful when completing the user sync integration with Microsoft Teams.

• Registering an Entra ID application: Quickstart: Register an app in Microsoft Entra ID

• Creating a new Entra ID tenant: Quickstart - Create new tenant Microsoft Entra ID

• Managing users in Entra ID: Add or delete users

• Creating Entra ID users in bulk: Bulk create users in Microsoft Entra ID

• Granting admin consent in app registrations: Grant tenant-wide admin consent to an application

• Assigning licenses to users: Assign licenses to a group

Internal References

The following information is provided in the CxEngage online help and may be helpful when completing the integration with Microsoft Teams.

• Creating an Integration: Creating Integrations

• Creating a Microsoft Teams Integration: Creating an Integration for Microsoft Teams

• Adding Extensions to User's Accounts: Adding Extensions