Configure Cisco Call for Microsoft Teams

Use this article to configure your Microsoft Teams app with Cisco Call 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 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. In the Dashboard menu, go to Teams apps > Manage apps. 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. In the Dashboard menu, go to Teams apps > Manage apps. In the search box, enter `Cisco Call` 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. 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. Click Apply.
3	Install Cisco Call, 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.` Hover over the app name and click Add > Add. Under Pinned apps, click +Add apps and search for `Cisco Call.` 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 is added to the top of both the App bar column list, and to the Messaging extensions column. 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: 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. In the Microsoft Entra admin center or Azure portal, the integration app appears with its original published name, Webex Calling, rather than Cisco Call. The Microsoft Teams displays the Cisco Call name because the application was renamed later. You can verify the integration app with the application ID 263d10a3-85d9-493b-9593-984d0e28a895. 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 > Webex Calling.

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 `Cisco Call` 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 a user's presence information 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.Read.All` `Presence.ReadWrite.All` or `Presence.ReadWrite` or both Both `Presence.ReadWrite.All` and `Presence.ReadWrite` permissions allow the integration service to update the user’s presence status, but they differ in their scope: `Presence.ReadWrite.All`: Allows the integration service to update the presence status for all users in the organization using application token, even if the users are not signed into the integration. `Presence.ReadWrite`: Allows the integration service to update the presence status only for the signed-in users using their individual user's token. If your organization is currently using `Presence.ReadWrite.All` permission and you don’t want to grant the new `Presence.ReadWrite` permission, no changes are required. The presence sync continue to work seamlessly. If you want to move from `Presence.ReadWrite.All` to `Presence.ReadWrite` only, first grant the new `Presence.ReadWrite` permission. Then, wait at least two hours before revoking the `Presence.ReadWrite.All` permission. This two-hour window ensures that users’ existing access tokens have expired and the new tokens are refreshed with the updated permission. The presence sync resumes automatically for signed-in users once the token refresh occurs. To synchronize immediately without waiting for the token to expire, users can sign out of the Cisco Call app and then sign back in. Once you've verified the permissions, enable the presence sync in the Control Hub. Refer Enable bidirectional presence sync section. To avoid issues with presence sync status between Microsoft Teams and Webex, we recommend you to set the Assignment required setting to No. To update the setting, go to the Microsoft Entry admin center or Azure portal, and go to Applications > Enterprise Applications > App Registrations > Webex Calling > Properties > Assignment required? and select No. If you need to keep this setting as Yes for any reason, ensure that you assign the users correctly following the steps mentioned in these Microsoft documents: Assign app roles to applications & Manage users and groups assignment to an application.

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.

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 Webex App window

For organizations that have chosen to use the Cisco Call integration with Microsoft Teams, the integration is the users' primary interface to Webex services. Once configured, Webex App is still installed and running on your users’ computers, but its window will be closed by default. Actions taken in the Cisco Call integration may launch specific features in Webex App, but in general, the users don't need to interact with Webex App.

Through Control Hub, you can hide the Webex App window at the following levels:

Organization level
User-group level
User level

You can also use the public APIs to hide the Webex App window in the Microsoft Teams client. See Update an organization's MS Teams setting for details.

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, then go to Services > Calling > Client Settings.
2	Go to the Microsoft Teams integration section and turn on Hide Webex windows. You can hide the Webex App window for all users in an organization that use the Cisco Call integration with Microsoft Teams. For more information, see developer.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, then go to Services > Calling > Client Settings > Templates.
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.

Modify or delete a template

1	To modify a template, click the template, modify the toggles and click Save.
2	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.

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, then go to Services > Calling > Client Settings > Templates.
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.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	Go to Services > Calling > Client Settings.
3	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: Go to Services > Calling > Client Settings > Templates > 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 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 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 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	Go to Services > Calling > Client Settings.
3	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: Go to Services > Calling > Client Settings > Templates > Create template > Microsoft Teams integration. For user level: Go to Management > User > Calling > User call experience > Microsoft Teams integration.

Enable voicemail, call history, and presence sync

Voicemail and Call history

The voicemail and call history features are enabled by default for Webex Calling, Dedicated Instance, and UCM Cloud customers.

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

For more information on enabling voicemail for BroadWorks users, see Enabling Voicemail for Microsoft Teams Integration.

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

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	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.

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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