Setting Up a Phonebook Integration

Phonebook gives agents the ability, while in Skylight Desktop, to search through their Microsoft® Teams contacts, see an agent’s MS Teams status, call, chat, and transfer an interaction to another agent.

Before your agents can use Phonebook in Skylight Desktop, you must create an activedir integration in CxEngage and manage permissions in Microsoft Entra ID.

Important: You will need Admin permissions for both CxEngage and Microsoft Entra ID to perform these setups. You will also need specific information from Microsoft Entra ID.

Setting up Permissions in Microsoft Entra ID

You will need to give Enghouse Interactive admin access to your tenant and assign certain permissions to the application.

  1. Sign into Microsoft Entra ID using your Admin Username and Password.

  2. Navigate to Enterprise apps > All applications.

  3. Search for and then select Enghouse Interactive Ltd.
    Note: Select the name that you used when registering your application.

  4. Under Security, select Permissions.

  5. Click Add a Permission.

  6. Navigate to Microsoft Graph and add the following API/Permissions.

    • Group.Read.All - Allows the app to read group properties and memberships, and read conversations for all groups, without a signed-in user.
    • Presence.Read.All - Allows the app to read presence information of all users in the directory without a signed-in user. Presence information includes activity, availability, status note, calendar out-of-office message, timezone, and location.
    • User.Read.All - Allows the app to read user profiles without a signed in user.

Creating a CxEngage Integration for Phonebook

  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 Activedir from the drop-down.

  5. Enter a Name and Description for the integration.

Azure Access - The information in the Azure fields is found in Entra ID.

  1. Enter the Azure Tenant ID.

  2. Enter the Azure Application ID.

  3. Enter the Azure Application Secret.

Import Options

  1. Click the External Source arrow and select Azure AD from the drop-down.

  2. Enter the Groups Filter you want to apply to the integration. The Groups Filter is found in the Microsoft Entra Admin Center under Groups. You will need the Object ID for the Group(s) you want to filter the export by.

  3. Enter the Locations Filter you want to apply to the integration.

Client Options

  1. Click the Contacts Layout arrow and select the layout you want to use with Phonebook. Information on contact layouts can be found at Creating Custom Contact Layouts.

    Note: You can select any contact layout, you are not limited to only those layouts that are enabled.

  2. Click Submit.

  3. Click on the status indicator next to the integration name to enable it.
    The indicator is gray when disabled and green when enabled.