Use this article to configure your Teams app with Webex Calling 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 Webex Calling 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.

  • Virtual Desktop Infrastructure (VDI): When Webex Calling integration for Microsoft Teams is used in a VDI environment, both Webex Calling and Microsoft Teams must be running in the same virtual machine.

Microsoft Teams and Control Hub configurations

Microsoft Teams configuration

1

Sign in to Teams admin center to manage your apps and allow Webex Calling.

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

  2. In the search box, enter Webex Callingand 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 third-party apps in your Permission policies to allow Webex Calling.

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

  2. Select the Default policy (or create a new policy).


     

    Users in your organization will automatically get the global policy unless you create and assign a custom policy. You can create a new policy to apply your own permissions for users, installation of apps, and custom apps for your organization. After you edit or assign a policy, it can take a few hours for changes to take effect.

  3. Select the Third-party apps drop-down, then Allow specific apps and block all others.

  4. Click Allow apps and search for Webex Calling.

  5. Hover over Webex Calling and click Add > Allow > Save.

    How you manage third-party apps for your organization is up to you. Specifically add Webex Calling if you restrict access to other third-party apps.

3

Install Webex Calling, 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 Webex Calling.

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

  4. Under Pinned apps, click +Add apps and search for Webex Calling.

  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 Webex Calling is added to the top of both the App bar column list, and to Messaging extensions column.

  7. Click Save.

    The Webex Calling 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 Webex Calling 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 > Webex Calling > Review Permissions and check if the following permissions are included.

  • Read Presence information of all users in your organization

  • Read and write Presence information for all users.
2

Click Accept to accept the permissions.

3

Perform one of the following ways to ensure that new permissions are showing up as granted:

  • Click the Microsoft Entra ID link under Org-wide permissions and then click Webex Calling.

    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.

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

From the customer view in https://admin.webex.com., go to Services > Calling > Client Settings.

2

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.

3

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 Webex Calling instead of Webex App.


 

The cross-launch works only for “Classic Teams”. The support for “New Teams” is coming soon.

 

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.

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

1

From the customer view in https://admin.webex.com., go to Services, and then click Calling > Client Settings.

2

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.

3

Go to the Do Not Disturb (DND) Status Sync section and turn on the toggle.

Enable voicemail

You can enable voicemail for the users to access it. For more information on how to enable it, see: Configure and manage voicemail settings for a Webex Calling user.

Voicemail feature is enabled by default for Webex Calling, Dedicated Instance, and UCM Cloud customers.
This feature is currently not available for BroadWorks customers.
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 Unified CM customers takes a maximum of 12 hours to activate.

  1. From the customer view in https://admin.webex.com., 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.

    • 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 Unified CM 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.

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

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

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

    The Service Management page appears with the list of services.

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

    For CUC node

    For Unified CM node

  6. Click Submit.

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