Configure Cisco Call for Government for Microsoft Teams

Use this article to configure your Microsoft Teams app with Cisco Call for Government options. The Webex Calling icon with a phone and Webex logo, symbolizing calling integration. icon is added to the left navigation and as a Messaging extension. With the Teams calling option turned off, everyone in the organization uses the same platform to make and receive calls.

Prerequisites

Make sure you’re a Microsoft Teams administrator.
Make sure you have access to the Control Hub.
Verify that  users have assigned licenses in Control Hub and registered to Cisco Unified Communications Manager, or Webex Calling for making calls.
Users must have Webex App and Microsoft Teams installed.
For the Cisco Call for Government for Microsoft Teams integration to work with the Unified CM call control backend (on-premises or UCM Cloud), ensure you are on Unified CM 15 SU2 or SU3. Previous versions are not supported.
For On-prem Unified CM customers, ensure Unified CM & CUC clusters are on-boarded to Webex Cloud-Connected UC (CCUC).

For more information, see Webex Cloud-Connected UC for Government
The users need to be synced either from on-prem Active Directory or from Cloud AD such as Azure to Control Hub Common Identity (CI).
For on-premises, Configure Cisco Unified CM—The line number on Cisco Unified CM needs to be associated to the User ID for the Call History to be populated with the username. From Cisco Unified CM Administration, use the Device → Phone, select the phone and click on the Device Name (Line) and then click the required line from Association panel to get to User Associated with Line.
Make sure that the Unified CM Mail ID matches the Control Hub Primary email which is used to obtain the Universally Unique Identifier (UUID).
Virtual Desktop Infrastructure (VDI): When Cisco Call for Government integration for Microsoft Teams is used in a VDI environment, both Cisco Call for Government and Microsoft Teams must be running in the same virtual machine.

Microsoft Teams configuration

Steps for configuring Microsoft Teams for Webex Calling

1	Sign in to Teams admin center to manage your apps and allow Cisco Call for Government. In the Dashboard menu, go to Teams apps > Manage apps. In the search box, enter `Cisco Call for Government`. and select the app name, then click Allow > Allow. When you allow an app on the Manage apps page, it's allowed org-wide.
2	Manage who can install Cisco Call for Government. In the Dashboard menu, go to Teams apps > Manage apps. In the search box, enter `Cisco Call for Government` and select the app name to open its details page. Click the Users and groups tab, and then click Edit availability. Select the following required options: Everyone—Select this option to allow all users, including users in your organization and external users to install Cisco Call for Government. Specific users or groups—Select this option to allow only selected users or groups to install Cisco Call for Government. When assigning this option, search for the user or the group from the Search for users or groups menu. No one—Select this option if you don’t want anyone to install Cisco Call for Government. Click Apply.
3	Install Cisco Call for Government, then add the icon to the Webex App and unpin the built-in calling option. In the Dashboard menu, go to Teams apps and click Setup policies > + Add. Give the new policy a name. Under Installed apps, click +Add apps and search for `Cisco Call for Government.` Hover over the app name and click Add > Add. Under Pinned apps, click +Add apps and search for `Cisco Call for Government`. Hover over the app name and click Add > Add. To unpin the built-in calling option, remove Calling from the App bar list. Make sure Cisco Call for Government is added to the top of both the App bar column list, and to the Messaging extensions column. Click Save. The Cisco Call for Government is pinned to the apps menu and as a messaging extension for all users.
4	Optional––disable the built-in calling option org-wide and make Cisco Call for Government the only call option: In the Dashboard menu, go to Voice > Calling policies. Select the Default policy (or create a new policy). Create a new policy to apply your own permissions for users, installation of apps, and custom apps for your organization. Turn Make private calls to Off, then click Save. To avoid a user’s sign in issue, ensure that no Attributes and Claims are configured for the application under the Single sign-on settings. To verify this, go to the Microsoft Entry admin center or Azure portal, and go to Applications > Enterprise Applications > App Registrations > Cisco Call for Government.

Customize Cisco Call for Government app

Customize the Cisco Call for Government app to align with your organization’s branding. You can create multiple customizations of the app and assign them to specific users or groups.

As a Microsoft Teams administrator, you can change the following properties of the app:

Short name
Short description
Full description
Privacy policy URL
Website URL
Terms of use URL
App icon
Outline color of the icon
Accent color

You can customize the Cisco Call for Government app in the following ways:

Default customization: Customize the app for all users within the organization, providing everyone a single customized version.
Additional customization: Create up to 10 additional customizations of the app, besides the default one. This way, you can give different users or groups their own customized version.

For more information on the general considerations, limitations, and troubleshooting of this feature, see Use app customization to update branding of apps in your org store.

Create default customization for Cisco Call for Government

You can customize the default look of the app for all users in the organization.

1	Sign in to  Teams admin center.
2	In the Dashboard menu, go to Teams app > Manage apps.
3	In the search field, enter `Cisco Call for Government`, and select the app name to open its details page.
4	Click the edit icon under Customizable.
5	In the right sidebar, enter the details of the app, and click Apply.
6	Select Publish to publish the customized app to your organization's store. You can see the customized app in the Manage apps page, in the Teams store, and in all clients (web, mobile, and desktop) with the updated details. It takes a few hours for the changes to apply. To revert the changes made, go to the app details page and click Reset to default option from the Actions menu.

Create additional customization for Cisco Call for Government

You can create 10 additional customizations of the Cisco Call for Government app and assign them to specific users or groups.

1	Sign in to  Teams admin center.
2	In the Dashboard menu, go to Teams app > Manage apps.
3	In the search field, enter `Cisco Call for Government`, and select the app name to open its details page.
4	Click the Settings and customization tab, and then click Add a customization or Add.
5	In the right sidebar, enter the app details that you want to customize and click Apply.
6	After you create it, select the customized app and click Manage assignments.
7	Search for and select the suitable app setup policy to apply to the additional customization and click Close.  Users assigned to this setup policy can access the additional customized app. You can assign only one app setup policy to an additional customization. To edit or remove the additional customization, select the app and click Edit or Remove.

Permissions for Cisco Call for Government and Microsoft Teams integration

The integration service uses Webex and Microsoft APIs to access data, such as call history, for displaying and updating statuses, such as marking voicemails as read, without storing any user data. All data transfers between the integration and the Webex/Microsoft backends occur over encrypted HTTPS channels. Thereby, the service ensures that user data are not stored in the cloud, strengthening the data privacy and security.

We request the minimum required permissions from Microsoft to call Microsoft API for enabling the integration functionality.

Only Global Administrators can grant consent to the Graph permissions that an app requests. Teams administrators can only view the required permissions in admin center.

The following table describes each permission that we request and why it's required.

Permission	Reason
offline_access	Allows the integration service to generate a new access token without asking the user to re-authorize often
User.Read	Allows the integration service to read the user's basic information such as the email address
User.ReadWrite	Allows the integration service to store speed dials in user profiles
User.Read.All	Allows the integration service to search for users in the active directory to make calls
Contacts.Read	Allows the integration service to search for the user's outlook contact to make calls
ChannelMember.Read.All	Allows the integration message extension to read members of a channel so that the user can search for a specific channel member to call
Chat.ReadBasic	Allows the integration message extension to read members of a group chat so that the user can search for a specific member to call
Presence.Read.All	Allows the integration service to read presence information of all users in the directory on behalf of the signed-in user
Presence.ReadWrite.All	Allows the integration service to read all presence information and write activity and availability of all users in the directory without a signed-in user
Presence.ReadWrite	Allows the integration service to read the presence information and write activity and availability on behalf of the signed-in user

Control Hub configuration

You can configure and enable the following features in Control Hub to make them available for Microsoft Teams users.

Hide the Webex App window for an organization

The settings configured at the organization level automatically apply to all users under the organization.

1	Sign in to Control Hub, under Services click Calling, then click Settings.
2	Click Webex App, go to the Microsoft Teams integration section and toggle on Hide Webex windows. You can hide the Webex App window for all users in an organization that use the Cisco Call for Government integration with Microsoft Teams. For more information, see developer-usgov.webex.com.

Hide the Webex App window for a user group

In order to hide the Webex App window for a user group, create a Calling template and assign it to a user group. The configuration in the template applies to all users in the group.

To create a new template to hide Webex App window:

1	Sign in to Control Hub, under Services click Calling, then go to Settings > Templates > Webex App.
2	Click Create template.
3	In the General section, type the Template name and description.
4	In the Microsoft Teams integration section, turn on Hide Webex windows.
5	Click Create template and next.
6	Search and select a group for this template.
7	Click Done. To modify a template, click the template, modify the toggles and click Save. To delete a template, click the template and choose Delete from the Actions drop-down list. In the Delete template page, check the box informing you that deleting a template is permanent, and then click Delete.

Apply template to a user group

Considerations when applying Calling templates to a user group

When a user is onboarded to an organization, the user inherits the settings from the organization-level.
If the user is added to a user group, then the settings from the Calling template apply.
If a user belongs to multiple user groups, then the template with the highest rank (Rank 1) takes the highest precedence and that template's settings apply.
If the user has individual user settings, then these settings take precedence over user group or organization-level settings.

See Configure settings templates for more information about managing your templates.

You can apply the existing template either from Group section or Calling section.

To apply template from the Group section, see Configure settings template.
To apply from the Calling section, complete the following steps.

1	Sign in to Control Hub, under Services click Calling, then go to Settings > Templates > Webex App.
2	Click ⋮ next to an existing template, then click Apply template.
3	Type the group name to which you want to apply the template, then choose the group.
4	Click Done.

Hide the Webex App window for a user

The individual user settings override the organization-level and user group level settings.

1	Sign in to Control Hub, then go to Management > Users.
2	Choose the user, then click Calling.
3	Go to User Call Experience and click Microsoft Teams Integration.
4	Turn on Hide Webex windows. Once you've configured the settings for a user, you can further modify settings at the user-level. User settings don't automatically return to the default setting of an organization. You can use the public API to hide the Webex App window from the Microsoft Teams client for an individual user. See Configure a person's MS Teams setting and Retrieve a person's Application Service Settings in developer-usgov.webex.com.

Once you've configured the settings, users need to restart their Webex App, and sign in to view the change.

If users want to interact with Webex App itself, they can access it from the system tray on Windows and the menu bar on Mac. Webex App is visible only in the Windows taskbar or macOS dock when a window is active and in use.

Webex App in Windows system tray

Webex App in Mac menu bar

Enable calling dock window

Calling dock (multi call) window is a separate, floating window that helps users to manage multiple or shared lines in a single window. Users can make and receive calls, see the status of all lines, and have better access to features like hold, transfer, and barge, without changing to another window.

1	Sign in to Control Hub.
2	Under Services click Calling and then click Settings.
3	Click Webex App, go to In-call feature access section, and under Additional features, toggle on Display calling dock and choose one of the following options: For multi-line users only—Select this option to enable calling dock window only for users having shared lines, virtual lines, and executive assistant lines. For all users—Select this option to enable calling dock window for all users. You can also configure this feature at user group level and user level. For user group level: Under Services click Calling, then click Settings > Templates > Webex App > Create template > In-call feature access . For user level: Go to Management > User > Calling > User call experience > In-call feature access .

Optimize Webex App for Microsoft Teams experience

This feature provides users the following experiences:

Simplified call settings—The call settings display only the options necessary for integration. Enabling this feature simplifies only the call settings accessible through the Calling Dock. The call settings accessible from the Cisco Call for Government integration remain simplified by default.
Mute Cisco calls—The incoming Cisco calls are muted when a user is in a Microsoft Teams call or meeting. For this feature to work, you must enable this feature in Control Hub and the user must enable the Only mute notifications when I’m in a meeting or on a call option from the call settings in Cisco Call for Government integration.

If you disable this feature in Control Hub, then the user settings work only when the user is in a Cisco call or meeting. If you enable this feature, the user settings work when the user is in either a Microsoft Teams call or meeting or a Cisco call or meeting.
Single app experience—When a user clicks the voicemail and call history icons from the calling dock, it redirects them to the Microsoft Teams Cisco Call for Government instead of Webex App.

For Windows users: Clicking the Webex App in the system tray opens the calling dock instead of Webex App.

1	Sign in to Control Hub.
2	Under Services click Calling, then click Settings.
3	Click Webex App, go to Microsoft Teams integration section, and toggle on Optimize Webex app for Microsoft Teams experience. This toggle is disabled if you haven't enabled the Display calling dock toggle in the In-call feature access. You can also configure this feature at user group level and user level. For user group level: Under Services click Calling, then click Settings > Templates > Webex App > Create template > Microsoft Teams integration. For user level: Go to Management > User > Calling > User call experience > Microsoft Teams integration.

Enable voicemail, centralized call history, and presence sync

Voicemail and Call history

The voicemail and call history features are enabled by default for Webex Calling.

For more information on enabling voicemail for Webex Calling users, see: Configure and manage voicemail settings for a Webex Calling user.

Bidirectional presence sync

This feature enables bidirectional synchronization of presence status between Microsoft Teams and Webex, supporting multiple Microsoft Teams tenants in the same Webex organization. The presence status includes In a call, In a meeting, Presenting, and Do not disturb.

After enabling this feature, when a user makes or receives a Webex call, their Microsoft Teams status gets changed to In a call. When they 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.

When Do not disturb is enabled on user's Webex App or any Webex device, they won’t get any notification of incoming call and messages in Webex App, Webex device or Microsoft Teams.

You can also use public API to enable Webex presence synchronization with the Microsoft Teams client. See Update an organization's MS Teams setting for details.

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

Currently, you can configure this feature only at the organization level.

1	Sign in to Control Hub.
2	Under Services click Calling, then click Settings.
3	Click Webex App, go to the Microsoft Teams integration section and turn on the Presence sync toggle. You can turn on the Hide Webex Window toggle for the best experience, but it's optional.
4	Go to the Do Not Disturb (DND) Status Sync section and turn on the toggle.

Additional configuration for Unified CM users

To enable voicemail, call history and bidirectional presence sync service for on-prem Unified CM customers, perform the following steps:

Voicemail service enabled for on-prem customers takes a maximum of 12 hours to activate.

Go to Services > Connected UC. On the UC Management card, click Inventory.

The list of cluster groups appears with the description, status, clusters, and nodes.

Perform the following actions:

To enable voicemail:

Click Details next to the Cisco Unity Connection (CUC) cluster group on which you need to enable voicemail toggle.

When voicemail is enabled for on-prem or Dedicated Instance organizations, a new template msteamsadmintemplate and a new admin user msteamsvoicemailadmin is created. Do not modify any fields or settings for the above template and admin.
To enable call history:

Click Details next to the Unified CM (CUCM) cluster group on which you need to enable call history toggle.
To enable presence sync:

Click Details next to the Unified CM (CUCM) cluster group on which you need to enable presence sync toggle.

The Inventory page appears, showing the list of clusters belonging to the selected cluster group.

Click Details next to the cluster to which the particular product node belongs.

The Node name with the version, product, and status appears.

Click the ellipsis ⋮ icon next to Event History and choose Service Management.

The Service Management page appears with the list of services.

Use the toggle button to enable the Voicemail, Centralized Call History and Presence status sync.

For CUC node	For Unified CM node

Click Submit.

If the Data Collection Confirmation pop-up is displayed, agree to it by enabling the check box and click Submit.

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