Integrate Webex Contact Center with Microsoft Teams

Administrators can integrate Microsoft Teams for their organization by setting up Microsoft Teams connector.


 

  • The Microsoft Teams connector is specifically designed to be compatible with the Next Generation Media Platform. While it may work with other media platforms, it's important to understand that Cisco will provide Technical Assistance Center (TAC) support exclusively for the next-generation media platform.

  • In addition to agents, supervisors who are signed in to Supervisor Desktop as Supervisor and Agent role can connect with the right subject matter expert in real-time to seek help during a customer interaction.

Before you begin

You must have a Microsoft Azure account with one of the following roles to grant permission:

  • Global Administrator
  • Privileged Role Administrator

1

Login to Control Hub with the required privileges.

2

Select Contact Center under Services.

3

In the Contact Center page, select Integrations under Tenant Settings. All the available connectors are displayed under the Connectors tab.

4

Select Set Up for Microsoft Teams connector.

5

Select Authorize to authenticate with your Microsoft Azure account.


 
Ensure that the browser pop-up is enabled.
6

Select Accept to accept the requested permissions.

7

Select Close after the connector is created.

The status of the connector shows as Active after the setup.

View or edit the details of Microsoft Teams connector

Before you begin

Your Microsoft Azure account should have:

  • Business phone number defined in E.164 format.
  • A defined job title and department.

1

Login to Control Hub with the required privileges.

2

Select Contact Center under Services.

3

In the Contact Center page, select Integrations under Tenant Settings. All the available connectors are displayed under the Connectors tab.

4

Select View/Edit details of Microsoft Teams connector to view or edit the details.

5

(Optional) Toggle ON the Display user details setting in Desktop features to enable the agents to view the presence of the subject matter experts and search by name, department, and role of the users from Microsoft Teams when initiating consult or transfer of calls.

Deactivate or reactivate Microsoft Teams connector

1

Login to Control Hub with the required privileges.

2

Select Contact Center under Services.

3

In the Contact Center page, select Integrations under Tenant Settings. All the available connectors are displayed under the Connectors tab.

4

Select View/Edit details of Microsoft Teams connector.

5

Select Deactivate in the Deactivate section to deactivate the connector. The status of the connector shows as Inactive upon deactivating the connector.

6

(Optional) Click Reactivate to reactivate the connector.

Delete Microsoft Teams connector

1

Login to Control Hub with the required privileges.

2

Select Contact Center under Services.

3

In the Contact Center page, select Integrations under Tenant Settings. All the available connectors are displayed under the Connectors tab.

4

Select View/Edit details of Microsoft Teams connector.

5

Select Delete to delete the connector.


 
  • You must deactivate the connector before deleting it.
  • Deleting the connector will remove all the integration ability with Microsoft Teams.
  • Deleting the connector will remove the connector from the Webex Contact Center. The authorization from Microsoft Azure will remain active for the Webex Contact Center. Make sure to delete the enterprise application from Microsoft Azure.