Microsoft Teams Integration links CCaaS to an organization's Microsoft 365 tenant via the Microsoft Graph API. Once enabled, agents can use CCaaS directly within Teams through an embedded app, and presence status — such as Do Not Disturb — synchronizes between both platforms in real time.

Enabling Teams Integration in CCaaS

1. Log into CCaaS as an administrator

2. Select the Gear icon and navigate to Teams Integration

   

3. Select Log in with Microsoft and sign in with a Microsoft Global Administrator account

   

4. Review and select Accept for the requested permissions

   

5. Verify that the connection status shows as connected under Teams Integration

   

Installing the Embedded CCaaS App in Teams

The CCaaS Agent Client can be embedded directly into the Microsoft Teams interface. Installation requires a Global Teams Admin and may take up to 24 hours to propagate to all users in the organization.

Download and Upload the App

1. Download the application ZIP:

   • CCaaS customers
   • Partners with a Staging URL

2. Log into Teams as a Global Administrator

3. Navigate to Apps > Manage Apps > Upload an App

   

4. Select the appropriate upload method based on permission level:

   • Upload directly if permissions allow
   • Select Submit an app to your org if direct upload is not available — this requires IT admin approval

5. If submitted for approval, the IT admin navigates to admin.teams.microsoft.com, locates the Xima app under Manage Apps, and publishes it

6. Optionally, restrict availability to specific users or groups via Users and Groups > Edit Availability

7. Once published, the app becomes searchable in the Teams Apps library (allow up to 24 hours)

Completing Installation as an Agent

1. Open Teams and navigate to Apps, then search for Xima

   

2. Select Open and then Install when prompted

3. Run the Xima Voice Agent application that downloads — this keeps the connection active within Teams

4. Right-click the Xima icon in the Teams sidebar and select Pin for easy access

   

5. Click away from the Xima icon and back to refresh, then log into CCaaS

Bi-Directional Presence Sync

Once connected, presence changes in either platform automatically sync to the other:

• Going Ready in CCaaS also sets status in Teams

  

• Setting Do Not Disturb (DND) in Teams toggles DND in the CCaaS Agent Client, and vice versa

  

The Sync Teams DND setting can be disabled if agents prefer to manage presence exclusively within the Agent Client.

Reporting

The Reason Code Trace report is the recommended starting point for reporting on agent presence in the context of Teams. It shows how long agents spent in each presence state, which is useful for determining call eligibility and reviewing availability patterns.

Tip: Run the report with all Reason Codes included initially, then narrow the results as needed.