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With Cisco Call for Microsoft Teams, the Microsoft Teams users can access the enterprise-grade Cisco Call experience directly in the Microsoft Teams app. With a single click from the Microsoft Teams interface, you can access a complete suite of calling features. The features include directory search, PSTN dialing, speed dial, voicemail, call history, and artificial intelligence-powered background noise removal.

This integrated app works with the Cisco Unified Communications Manager (UCM) call-control solution, Webex Calling for cloud deployment or the Dedicated Instance offering.

To start using the Cisco Call, you need to sign in to your Webex account first.

Open the Webex App, sign in to your Webex account, and then close the app. Once signed in, you're ready to start using the Cisco Call integration in the Microsoft Teams.

Opening the Webex App to sign in is a one-time activity. If the Webex App isn’t visible on your desktop, it's likely that your admin has hidden it to enhance the experience. In this case, you need to search for the Webex App initially to open it.

You can make a Webex call directly from the Microsoft Teams using the dialpad of the Cisco Call app or using the Cisco Call app as a messaging extension in one-on-one chat and group chat.

If your administrator has set up your profile with multiple lines with different phone numbers for calling, you see them under the My number dropdown in the Cisco Call integration. You can select the lines if you need to make outgoing calls from different lines with a different caller ID. After you make your selection, every outgoing call you make uses your new active line. You can change the active line again at any time.

See up to 200 of the calls you've made, received, and missed in the last 30 days in your Recent calls. You can also call them back at the same number they called you from. The contact name, phone number, and call type isn't displayed for unknown numbers.

Call history shows the calls you've made, received, and missed on your primary line and across multiple lines, such as shared or virtual lines.

For shared or virtual lines, you see consistent call history across your client or devices, regardless of which client or device you use. For calls handled by someone other than yourself on a shared or virtual line, your call history record displays Managed by to indicate who handled the call. Reading or deleting a call history record only affects your personal call history and it doesn’t impact the call history records for other users sharing the same line.

BroadWorks administrators must enable unified call history to ensure this feature works correctly. See Webex for Cisco BroadWorks Configuration Guide for more details.

You can view and listen to the voice messages right from the integration. A badge counter (Message Waiting Indicator) ) appears next to the Voicemail tab to show how many new voicemail messages you've received.

Before you begin

• Your administrator must have enabled the voicemail feature for you to access it.

• Voicemail and transcription are available only for your primary line.

• You see the voicemail transcription only if you're set up with Webex Calling and your administrator turned on transcriptions for you.

Before you begin, your administrator must have enabled this feature for you.

As a Microsoft Teams user using Cisco Call integration, you now have the ability to see whether your contacts are currently in a Webex call, Meeting, or in Do not disturb mode. This feature enables bidirectional synchronization of presence status between Microsoft Teams and Webex, supporting multiple Microsoft Teams tenants in the same Webex organization.

When you make or receive a Webex call, your Microsoft Teams status gets changed to In a call. When you enable Do not disturb in the Webex App or any Webex device, the status is automatically synchronized to Microsoft Teams. Similarly, the In a meeting and Presenting statuses synchronizes between applications.

The following table shows the bidirectional status sync representation between Webex and Microsoft Teams.

Webex status	Microsoft Teams status
On a call	In a call
In a meeting (This status syncs only from Webex to Teams)	In a call
Presenting	Presenting
Do not disturb	Do not disturb

You can cross launch Attendant Console and Customer Assist directly from the Cisco Call integration in Microsoft Teams.

You see the Attendant Console option only if you’re a Webex Calling user with the Attendant Console license. You see the Customer Assist option only if you’re a user with a Customer Assist license.

To access Attendant Console and Customer Assist, click the More option at the right corner of the Cisco Call integration, and then click Open Attendant Console or Open Customer Assist.

For Customer Assist, the respective window opens based on your role as an agent or a supervisor.

For more information on the Attendant Console features, such as search for a contact, call management, park a call, access queue panel, compact view, call recording, keyboard shortcuts, and so on, see Get started with the Attendant Console.

For more information on Customer Assist, see Get started with Webex Calling Customer Assist for Agents and Get started with Webex Calling Customer Assist for Supervisors.

The Cisco Call integration displays an alert banner if your phone service is disconnected.

This can occur in the following scenarios:

• You’re signed into the Webex App on one desktop and then sign into the Webex App on another desktop using the same username.

• The Webex App isn’t running in the background, either because it was accidentally closed, or you were signed out.

To restore the service, you can click the suggestions in the banner.

The Cisco Call bot notifies you if you miss a call or receive a new voicemail.

In the Microsoft Teams chat, the Cisco Call chat gives you a notification card for every missed call and new voicemail, with options such as Go to Recent calls, Go to Voicemails, and Call back. Clicking these options directs you to the integration page for more details.