Use this article to configure your Microsoft Teams app with Cisco Call options. The 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 Microsoft Teams integration to work with the Unified CM call control backend (on-premises, Webex Calling Dedicated Instance or UCM Cloud), ensure you are on Unified CM 12.5 SU7 or 14 SU3, Cisco Unity Connection (CUC) 12.5 or 14.

  • For On-prem Unified CM customers, ensure Unified CM & CUC clusters are on-boarded to Webex Cloud-Connected UC (CCUC).

  • 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, Webex Calling Dedicated Instance, and UCM Cloud customers, 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 integration for Microsoft Teams is used in a VDI environment, both Cisco Call 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.

  1. In the Dashboard menu, go to Teams apps > Manage apps.

  2. In the search box, enter Cisco Call 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.

  1. In the Dashboard menu, go to Teams apps > Manage apps.

  2. In the search box, enter Cisco Call and select the app name to open its details page.

  3. Click the Users and groups tab, and then click Edit availability.

  4. 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.
    • Specific users or groups—Select this option to allow only selected users or groups to install Cisco Call. 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.

  5. Click Apply.

3

Install Cisco Call, then add the icon to the Webex App and unpin the built-in calling option.

  1. In the Dashboard menu, go to Teams apps and click Setup policies > + Add. Give the new policy a name.

  2. Under Installed apps, click +Add apps and search for Cisco Call.

  3. Hover over the app name and click Add > Add.

  4. Under Pinned apps, click +Add apps and search for Cisco Call.

  5. Hover over the app name and click Add > Add.

  6. To unpin the built-in calling option, remove Calling from the App bar list.

    Make sure Cisco Call is added to the top of both the App bar column list, and to the Messaging extensions column.

  7. Click Save.

    The Cisco Call 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 the only call option:

  1. In the Dashboard menu, go to Voice > Calling policies.

  2. 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.

  3. Turn Make private calls to Off, then click Save.

Accept presence sync permissions

Review and accept the presence sync permissions in Microsoft Teams to bidirectionally synchronize the user’s presence status between Microsoft Teams and Webex.

1

In the Dashboard menu, go to Teams apps > Manage apps

2

In the search box, enter Webex Calling and Contact Center and select the app name to open its details page.

3

Click the Permissions tab, and then click Grant admin consent.

4

Check if the following permissions are included.

  • Read Presence information of all users in your organization

  • Read and write Presence information for all users.

5

Click Accept to accept the permissions.

6

Ensure that new permissions are showing up as granted:

  • A confirmation in the permissions tab lets you know that consent is granted for the required permissions.

    Or

  • Sign in to the Azure portal and then go to Microsoft Entra ID > Enterprise applications > Webex Calling > Security > Permissions.

The following permissions should be observed in the admin consent:

  • Presence.ReadWrite.All

  • Presence.Read

  • Presence.Write

Once you've verified the permissions, enable the presence sync in the Control Hub. Refer Enable bidirectional presence sync section.

Customize Cisco Call app

You can create multiple customizations of the Cisco Call app for Microsoft Teams users based on your organization’s needs. You can create a default customization of the app for all users, or create 10 additional customization of a single app and assign it to specific users or groups.

For more information, see Customize Cisco Call app for Microsoft Teams users.

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

PermissionReason
offline_accessAllows the integration service to generate a new access token without asking the user to re-authorize often
User.ReadAllows the integration service to read the user's basic information such as the email address
User.ReadWriteAllows the integration service to store speed dials in user profiles
User.Read.AllAllows the integration service to search for users in the active directory to make calls
Contacts.ReadAllows the integration service to search for the user's outlook contact to make calls
Presence.Read.AllAllows the integration service to subscribe for presence status changes
ChannelMember.Read.AllAllows the integration message extension to read members of a channel so that the user can search for a specific channel member to call
Chat.ReadBasicAllows the integration message extension to read members of a group chat so that the user can search for a specific member to call
Presence.ReadWrite.AllAllow the integration service to subscribe for presence status change notifications

Control Hub configuration

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

Enable multi call window

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

Go to Services > Calling > Client Settings.

3

Go to In-call feature access section, and under Additional features, toggle on Display multi call window and choose one of the following options:

  • For multi line users only—Select this option to enable multi call window only for users having shared lines, virtual lines, and executive assistant lines.

  • For all users—Select this option to enable multi call window for all users.

4

Go to Microsoft Teams integration section, and turn on the Set Microsoft Teams as the default app for multi-call window toggle.

After you turn on this option, when the user clicks the voicemail and missed call icons from the multi call window, it cross-launches to the Microsoft Teams Cisco Call instead of Webex App.

This toggle is grayed out if you haven't enabled the Display multi call window as mentioned in the step 2.

You can configure this feature at user-group level by navigating to Services > Calling > Client Settings > Templates > Create template > In-call feature access and > Microsoft Teams integration.

You can configure this feature at user level by navigating to Management > User > Calling > User Calling Experience > In-call feature access and > Microsoft Teams integration.

Enable bidirectional presence sync

You can enable a bidirectional presence sync feature to synchronize the user’s presence status between Microsoft Teams and Webex bidirectionally. 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

Go to Services, and then click Calling > Client Settings.

3

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.

Enable call history

Call History feature is enabled by default for Webex Calling, Dedicated Instance, and UCM Cloud customers.

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

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.

1

Sign in to Control Hub.

2

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.

3

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.

4

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

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

5

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

The Service Management page appears with the list of services.

6

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

For CUC node

For Unified CM node

7

Click Submit.

8

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