“Talkdesk Microsoft Teams Connector” allows presence synchronization between users who are configured as agents on Talkdesk and have corresponding accounts in Microsoft Teams, ensuring a seamless integration experience and improving productivity.
Presence Synchronization: Overview
With this feature, administrators can enable unidirectional or bidirectional presence synchronization, configure a customized mapping of presence status values between Microsoft Teams and Talkdesk, and control the set of users on Talkdesk for which presence synchronization is configured.
Available features:
- Unidirectional Presence Synchronization: The connector can be configured to synchronize presence status changes from Microsoft Teams to Talkdesk or from Talkdesk to Microsoft Teams.
- Bidirectional Presence Synchronization: The connector can be configured to synchronize presence status changes from Microsoft Teams to Talkdesk and from Talkdesk to Microsoft Teams.
- Presence Status Mapping: The connector can be configured to provide a custom presence status mapping between Microsoft Teams and Talkdesk.
- User Scope: The connector can be configured to enable or disable presence synchronization selectively, at a user level.
Requirements:
To ensure the proper functioning of Talkdesk’s Microsoft Teams Connector, please make sure you meet 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.
- One or more “virtual users” must be configured and the integration status must be “active”.
- 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: Configuration
On Talkdesk:
1. Click on Status synchronization [1].
2. By default, presence synchronization (unidirectional and bidirectional) will be disabled.
3. To enable presence synchronization between Microsoft Teams and Talkdesk, navigate to the radio button beside “Microsoft Teams to Talkdesk” and enable it [2].
4. Once enabled, the administrator will be presented with the option to configure one or more presence status mapping rules between Teams and Talkdesk. To configure a rule, simply click on the dropdown menu, add a presence status for Microsoft Teams [3], and then select what that status maps to on Talkdesk [4].
5. To add a new rule, click on the Add rule button [5]. Similarly, to remove a rule, click on the bin icon at the end of the rule [6].
6. A similar process must be followed to enable presence synchronization between Talkdesk and Microsoft Teams.
7. Using the radio buttons, administrators can effectively determine whether bidirectional or unidirectional presence is enabled.
8. It is important to understand that presence synchronization applies to only those Talkdesk users who are both configured as agents on Talkdesk and have a corresponding Microsoft Teams account. The recommended minimum mapping for presence status synchronization is as follows:
9. At the bottom of this tab, administrators can selectively enable or disable presence for individual users who are both configured as agents on Talkdesk and have a corresponding Microsoft Teams account.
Additional Considerations
- Talkdesk does not allow external applications or triggers from external applications - such as presence information from Microsoft Teams to change the agent status to “On a Call”, or “After Call Work”. Therefore, it is recommended that administrators create a custom status on Talkdesk, under the “Preferences” section.
- Microsoft Teams will change the status of the Teams user based on activity - such as when they are presenting or on a call. However, the Teams user has the ability to override the application (Teams) defined status - which may or may not be reflective of the actual current status of the user.
- The “Away” status in Microsoft Teams follows certain Microsoft-specific criteria. Therefore, if an administrator defines a presence synchronization rule for Talkdesk -> Microsoft Teams such that “Away” in Talkdesk should trigger the same status on Teams, it sometimes may not work.