Introduction
The Teams integration is part of the 3iMedia Contact Center and is essentially divided into two different scenarios.
Scenario A: Status Synchronization
Status synchronization synchronizes the user status from Teams to a Swyx user. This functionality essentially corresponds to the functionality provided by the Swyx-Teams-Presence-Sync.
Scope of functionality:
- The statuses to be synchronized are configurable
- Mapping between the Teams user and the Swyx user is performed using the Swyx user’s email address
- The status "In a call" in Teams is mapped to the "DND" status in Swyx
- The status "Away" in Teams can be ignored, so that absences derived from Teams calendar entries are not transferred to Swyx
- Images from Teams can be transferred to the Swyx user
- Synchronization is unidirectional; only statuses from Teams to Swyx are transferred
Scenario B: PBX Integration
In this scenario, Teams users become an integral part of the Contact Center. The Teams user is considered an independent external user within the Contact Center. This scenario can be operated either in a mixed environment with SwyxWare or exclusively with Teams users.
In a mixed environment, Teams users and Swyx users are joined and displayed together in the Contact Center groups.
Call delivery to Teams users is always performed using the phone numbers configured in Active Directory / Entra ID. These must be reachable by the Contact Center.
Scope of functionality:
- Integration of Teams users into the Contact Center
- Display of Teams users including status and standard information in the group views
- Teams app for queue administration
- Teams app for agents and supervisors to view groups and queue calls
- Teams app for the Operator Board for Teams
- Teams app for the Skill Matrix for Teams
Requirements:
- Virtual machine with the Contact Center installed
- SIP trunk routing the Contact Center phone numbers
- SBC trunk towards Teams routing call
Links
