Setting Up an Integration with Microsoft^® Teams

An integration between Microsoft Teams and CxEngage allows your agents to answer voice interactions in Microsft 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 Azure Active Directory. User information is then synchronized between Active Directory 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 Azure Active Directory

  • Microsoft Teams

  • CxEngage

Note: These admin accounts must have the ability to create and update Active Directory 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 Active Directory tenant and CxEngage

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

Preparing Active Directory and MS Teams for Integration

Perform the following steps to prepare Microsoft Azure Active Directory and Microsoft Teams for the integration with CxEngage.
Click each step to see detailed instructions.

1. Create a New Azure Active Directory tenant.

2. Add users to the new Active Directory tenant.

3. Configure alternate email addresses for users in Active Directory 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 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.

• Active Directory Application ID (Client ID)

• Active Directory Tenant ID

• Client Secret Value

• 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 integration with Microsoft Teams.

• Registering an Active Directory application: Quickstart: Register an app in the Microsoft identity platform - Microsoft Entra

• Creating a new Active Directory tenant:

  Quickstart - Access & create new tenant - Azure AD - Microsoft Entra

• Managing users in Active Directory: Add or delete users - Azure Active Directory - Microsoft Entra

• Creating Active Directory users in bulk:

  Bulk create users in the Azure Active Directory portal - Microsoft Entra

• Granting admin consent in app registrations:

  Grant tenant-wide admin consent to an application - Microsoft Entra

• Assigning licenses to users:

  Assign licenses to a group - Azure Active Directory - Microsoft Entra

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