Talkdesk Microsoft Teams Connector

“Talkdesk Microsoft Teams Connector” connects Talkdesk agents and Teams users seamlessly, creating an integrated user experience and allowing knowledge sharing in organizations, promoting teamwork between agents and SMEs to increase productivity and improve customer satisfaction through first-contact resolution.

Available features:

  • Directory Sync: Talkdesk allows you to import Teams users into Talkdesk, increasing productivity and improving customer satisfaction through first-contact resolution.
    • Status View: Talkdesk subscribes to and actively integrates presence updates from Teams, enabling Talkdesk agents to stay informed about the availability of Teams users.
    • Calls Routing: Talkdesk supports several forms of establishing calls between Talkdesk and Teams.
  • Notifications & Alerts: Talkdesk administrators and supervisors can automate notifications and alerts to Teams users regarding critical contact center events.

Requirements:

To ensure the proper functioning of Talkdesk’s Microsoft Teams Connector, please make sure you follow these criteria:

  • You are located in one of these regions:
    • United States of America (US)
    • Canada (CA)
    • Europe (EMEA)
    • Asia/Pacific (APAC)
  • You have a Microsoft license: E1 or E3 with Phone License or E5 license.
  • You have a Microsoft or third-party calling plan for Teams.
  • You are not using any of these integrations simultaneously:
    • Zoom Connector.
    • Talkdesk Phone.
    • Other third-party UC integrations.
    • Other integrations that provide Short Number Dialing.

Directory Sync: Overview & Configuration

Talkdesk allows you to import Teams users into Talkdesk, increasing productivity and improving customer satisfaction through first-contact resolution.

As an Admin, please follow these steps to configure this feature.

On Teams:

1. Make sure that your Teams users are correctly configured: enter your Microsoft Azure account > click on Manage Microsoft Entra ID > click on Manage Users > click on any user > Properties > fill in the fields, following the instructions:

  • Email: the email address is used to match Teams users with Talkdesk agents. If an agent and a Teams user have the same email address, then Talkdesk will create one single person on the Talkdesk Directory, and add the contact details from both Talkdesk and Teams to that person. If the email addresses are different, they will be considered as two distinct persons and two entries will be created on the Talkdesk Directory. If the email address is not filled in, no information will be imported from Teams into Talkdesk.
  • Business Phone: the Business Phone is used by Talkdesk to support on-net calls to Teams. Please ensure that the Business Phone matches the phone number assigned to the user on Teams. If the business phone is not configured or is incorrect, it will not be possible to call the Teams user from Talkdesk.
  • Display Name: the Display Name field is imported to Talkdesk as the Teams user name.
  • Mobile Phone: if configured, it will also be imported to the Talkdesk Directory as an “External Number”. Then, it’s possible to call Teams’ users using their Mobile Phone, but the calls will be off-net.

2. Make sure you log out of your Microsoft account(s) before setting up the integration on the Talkdesk side.

On Talkdesk:

3. Log into your Talkdesk account as an Admin. 

4. Click on the Builder app in the menu  [1] > Select the option Integrations [2] > Click on Add Integration > Scroll down until you find the Microsoft Teams Directory > Select Add Integration [3]. 

5. Once you are in the “Microsoft Teams Directory” integration, tick next to Synchronize Contacts and Contact Types [4] and click on the Connect Microsoft Teams Directory option [5].

6. The Microsoft login page will pop up. Enter your credentials and sign in to your Teams account by clicking Next.

Note: This credential must belong to a user with a “Microsoft Global Administrator role”.

7. Review the permissions, check the consent box [6], and click Accept [7].

Note: if you encounter the following error, please use the Web Browser instead of Talkdesk Electron Desktop application:

8. Directory sync is now configured. Go to the Contacts app [8] and choose the Colleagues tab [9]. Talkdesk agents can use the search box in the upper-right corner, to search for anyone within the organization.

Important notes:

  • The synchronization process may take a while, depending on the number of Teams users in your account. Any changes made to Teams users will be synced every 30 minutes.
  • Teams users' names are imported from the “Display name” field on Microsoft Azure. If the Teams user is also a Talkdesk agent, the name defined in Talkdesk will take precedence over the name defined in Microsoft Azure.
  • The Email field on Microsoft Azure should be filled with the user’s email on Talkdesk, otherwise, the Talkdesk Directory will consider that these are two different persons. Users need to have a valid email address, otherwise, they will not appear on the Talkdesk Directory.
  • Make sure the Teams users have the type defined as “Member”. Guests, inactive users, calling groups, and auto-attendants will not be imported.

 

Status View: Overview & Configuration

Talkdesk subscribes to and actively integrates presence updates from Teams, enabling Talkdesk agents to stay informed about the availability of Teams users.

As an Admin, please follow these steps to configure this feature:

1. Find the “Microsoft Teams Status Management” app under Admin [1] > MS Teams Connector [2].

2. Enable access for specific Users, Roles, or Autoinstall. Go to My Apps [3] > Microsoft Teams Status Management app and click the cog to access the settings [4].

3. Select the users and roles allowed to access the application. 

4. The first time you enter the app, the status synchronization will be disabled and it requires proper configuration to be enabled, as described below.

5. Talkdesk subscribes to status updates using the “Microsoft Graph API”. This API has some known limitations that require customers to perform a few actions to ensure a resilient experience, namely the creation of “Virtual Users” to receive presence information from Teams:

  • You will need to create 1 subscription (“Virtual User”) for each batch of 650 users on your Microsoft account. This means that it may be necessary to create multiple subscriptions to address all Teams users in your account.
  • You may need to create new subscriptions as the number of Teams users increases.
  • These users are required to have a “Microsoft Application Admin role”.

Note: For more information, please visit: https://learn.microsoft.com/en-us/graph/changenotifications-for-presence

Subscription Authorization

Authentication is granted by User Delegation - i.e. a Teams user with proper permissions delegates his permissions to Talkdesk Teams Connector.

This Authentication is valid for 90 days. After this period, the status subscription will no longer work, and re-Authentication is required. 

6. For status subscription, click on Add and Authenticate virtual user [5], followed by Continue [6].

Note: please make sure you are logged out from any Microsoft accounts.

7. A Microsoft prompt will pop up. Enter the credentials of the Teams user(s) created for the status subscription.

Note: ensure that the user belongs to the same account provided for Directory Sync. 

 

8. Accept the permissions and consent [7].

9. If only one Virtual User is needed, the setup is complete. Please check the integration status; it should state “Active” [8].

10. If more than one Virtual User is required, the setup is incomplete and the integration status remains “Inactive”. Please add as many Virtual Users as indicated.

11. Once all Virtual Users have been successfully added, the status sync will be activated and you can view the Teams status in Contacts app > Colleagues tab under the user’s name [9], or during a call by accessing the side panel during a Transfer or Consultation.

12. Although Talkdesk receives the MS Teams user status in real time, it is not updated automatically in the user interface (UI): both Talkdesk status and MS Teams status need to be refreshed using the “Refresh status” button [10] or the F5 key.

Calls Routing: Overview & Configuration

Note: Please reach out to your CSM to enable this feature.

Talkdesk supports several forms of establishing calls between Talkdesk and Teams:

  • Direct routing: Talkdesk manages the connection with MS Teams, providing a secure SIP trunking between Talkdesk and Teams.
  • Carrier routing: The Carrier associated with the number manages the connection with MS Teams.

When Talkdesk agents require some assistance, they can easily search and click-to-call a Teams user to join the conversation, all within the Agent Workspace. 

1. Whenever call routing is configured, agents can go to the Colleagues tab [1] on the Contacts app and use click-to-call [2] to start a call to a Teams user. Calls will be handled in the Conversations app.

2. Consultations and transfers during a call are also possible by accessing the Colleagues tab [3] in the side panel during a call.

 

Important notes:

  • The enablement of this feature needs the intervention of Talkdesk to be configured. To do this, please reach out to your CSM.
  • Calls will fail:
    • Prior to the configuration of this feature.
    • If the “Business Phone” field (on Microsoft Azure) does not match the Teams number, as it is the number Talkdesk will use for routing on-net calls between Talkdesk agents and Teams users.
    • If the Teams numbers are not in the E.164 format.

 

Notifications & Alerts: Overview & Configuration

This feature gives supervisors the ability to set up automatic and customized alerts that notify individuals and teams of important contact center events in real time, improving agent efficiency and productivity and helping customers get their issues resolved faster.

Note: Please reach out to your CSM to enable this feature.

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