Introduction

This chapter describes the preparation of the 3iMedia Contact Center for Teams integration. The integration into the Contact Center is done via Plug-Ins. These Plug-Ins have to be downloaded and installed first.

Installation

Before starting the installation, download the Teams plug-in (links below) and extract the files into the PlugIns subfolder of the Queue Controller installation directory.

To set up Teams integration with the Contact Center, add the previously created Azure application as a device. Switch to the Devices tab and select Add new external system to open the external system dialog.

Status Plug-In Setup

Select "Microsoft Teams (status)" as the type.

Choose a user-friendly Name for the plug-in device. We recommend simply using "Teams" or "Teams-Status".

For the status plug-in, it can be configured which statuses are synchronized from Teams. User profile pictures can also be synchronized.

Select whether to synchronize the Away status or the DND status with Swyx (or both). When enabled, the Teams statuses Away and DND are applied to SwyxWare whenever the status changes in Teams.

If DND synchronization is active, the Swyx user is also set to DND when the user has an active call or is presenting in Teams. We recommend enabling DND synchronization only, as Teams may set users to Away after inactivity or calendar appointments.

Enable the Sync status text option if required. This updates the Swyx user’s status text to a readable Teams status. This is mainly used for users without a Contact Center skin, allowing them to see the status when hovering over a name key in SwyxIt!. The status text will be set to values such as "Speaking in Teams".

Enter the Tenant ID, Client ID and Secret of the registered Azure application and click Create to add the plug-in device.

PBX Plug-In Setup

Select "Microsoft Teams (telephony)" as the type.

Choose a user-friendly Name for the plug-in device. We recommend simply using "Teams" or "Teams-PBX".

The number prefix (optional) is prepended to every external phone number of Teams users. This may be required in certain scenarios, for example when Swyx establishes the trunk directly to the SBC and a trunk prefix is configured.

The trunk group name (optional) is required if the trunk group should be created automatically. If the trunk group already exists or is created manually, these parameters are not relevant.

The status is always retrieved; therefore, the toggles are disabled. Only the display of profile pictures from Teams can be enabled. These images are shown for the user in the group views.

Enter the Tenant ID, Client ID and Secret of the registered Azure application and click Create to add the plug-in device.

Verification

After adding the plug-in, its color should change to green and the status to “Yes / Registered”. The number of synchronized users should then reflect the number of detected users (this may take up to one minute to update). If any errors occur, a message will appear on the Warnings tab in the Contact Center.

For Status Integration, the displayed number of users corresponds to the number of users with matching email addresses in Teams and Swyx. In Swyx, the user’s email address is used (not the voicemail address).

For PBX / Agent Integration, the number of synchronized Teams users is shown. In addition, the number of synchronized groups is displayed. To synchronize a Team with a Contact Center group, create a Swyx group with the same name as the Team in Microsoft Teams and assign a phone number to that group. It is also recommended to create a queue and select this group as the delivery destination. Only Teams with a corresponding group in Swyx are synchronized.

Teams-Apps

Jedes der Plug-Ins erstellt automatisch Teams-Apps, welche im Teams-Admin-Center registriert und an die Agenten verteilt werden können. Diese Apps werden standardmäßig im Ordner PlugIns\Apps abgelegt.

Die Apps werden in diesem Kapitel genauer beschrieben.