Microsoft Teams Integration - CCaaS

Summary

• Enabling Teams in Xima Contact Center
• Embedded App in Teams
• How to download the app in Teams and authenticate your user profile
• Utilizing the Graph API
  • Provides SSO when navigating our app and subscribes to presence updates once authenticated if using an Administrator login
• Bi-Directional Presence Sharing
  • If you make a change in Teams, it updates on Contact Center, and vice versa so you get accurate reporting from both sides
• Teams User Reporting on Presence
  • Helpful reports for reporting on your Agent's Presence - This will be updated as we roll out more related reports for Microsoft Teams
• Video Training
  • Covering the basics shown in this article
    
    

Enable Teams Intergration in the Xima Contact Center

• Log into Xima as an Administrator

  
  

  

  
  

• Select the Gear icon, and then Teams Integration

  
  

  

  
  

• Log in with a Microsoft Global Administrator Account

  
  

  

  
  

• Click Accept for the Permissions requested

  
  

  

  
  

  • Verify it is showing as connected under the same Teams Integration in Xima

    
    

    

    
    

  • Note: Your Teams login is based on your Microsoft account

    • That email you log into Teams with has to match your user within our Xima Contact Center

  • Note: If you are using Direct Routingutilizing Teams route your calls to the Xima Contact Center, you need to have the Agent licensing match your Teams login as shown below.

    • If this matches, we will be able to utilize Single Sign On (SSO) to Microsoft Teams via the imbedded application. Article on Linking Xima CCaaS To Microsoft Teams

      
      

      

      
      

      

      
      

Embedded Xima App in Teams - How to Install and Authenticate

1. Log into Teams as a Global Administrator

   
   

   

   
   
   

2. While in Microsoft Teams, select the Apps icon from the left side of your screen, and then Manage your apps

   
   

   

   
   
   

3. Select Upload an app

   
   

   

   
   

4. Select the appropriate upload method based your permissions, and select the app to be uploaded, and then click Open

   
   

   

   

   
   

   1. If you need to approve it from someone on your IT team, they can navigate to Dashboard, and then Manage Apps

      
      

      

      
      

   2. From here search Xima, and then select the app and adjust Available to accordingly

      1. Note: This can take up to 24 hours to become available for your organization

         
         

         

         
         

5. Once available, navigate to Apps again and search for the app, and then click Open

   
   

   

   
   

   1. We recommend right-clicking the app and selecting Pin to get it pinned to the left for easy access

      
      

      

      
      

6. Click Install via the automatic pop-up to install the Xima Voice Agent, and run the application that downloads

   
   

   

   1. Once installed, you should see the Xima Voice Agent shortcut on your desktop

      
      

      

   2. Click away from the Xima icon, and then back onto the Xima icon to refresh the installation and log into the Contact Center

      
      

      

      
      

   3. Note: Make sure you grant access to your Microphone and Speakers if it asks for permissions so it can handle phone calls

Going Ready and Bi-Directional Presence Sharing

• From here, you should be logged into the Contact Center, and you can:

  • Go Ready in Contact Center and Teams

  • Verify you are Ready in the Voice and/or Chat channels via the related icons

    
    

    

    
    

  • Now you can now adjust your availability in Teams (top right) as well to toggle DND in the Agent Client, and both sides will will automatically sync

  • You can now adjust your availability in Teams (top right) as well to toggle DND to sync with our Contact Center

    
    

    

    
    
    • Note: You can disable Sync Teams DND here if you wish to disable this feature and just manage your presence in the Agent Client directly

• Note: This is an I-Frame - so the normal browser connectivity issues would happen here, so that is why we install the Xima Voice Agent to keep this connected so it doesn't log you out

  • To verify the app is running, or to manually close it, you can navigate to the apps in your taskbar

    
    

    

    
    

  • You can right click this icon and select Quit if you would like to manually exit the app

Reporting

• Reason Code Trace is one suggested report for reporting on a selected agent's presence

  • This is a helpful Report for seeing how long agents were in specific states to determine call eligibility as one use case among many

    

    
    

  • One tip - Include all Reason Codes from the database in your query initially, and then you can narrow it down from there

    

Video Training