Teams Federated with Anywhere365 (Cloud V2)

Note: Requires Anywhere365 Dialogue Cloud for Teams Licensing (Cloud OPEX Licenses). Cannot be used in combination with an On Premises Lync Microsoft Lync (formerly Microsoft Office Communicator) is an instant messaging program designed for business use and is the successor of Windows Messenger. In order to use Lync, a Microsoft Lync Server is required. / Skype for Business and Anywhere365 implementation.

Preparations

Introduction

For Microsoft Teams Agents to be included in your A365 contact centers, a few preparations are needed. Besides a running Dialogue Cloud platform in which A365 is deployed, federation When using Anywhere365 in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. should be setup between your tenant and the domain in which A365 is hosted, also Agents should be forced to use the Microsoft Teams client, and because Microsoft Teams is not sharing information about the users’ capabilities, A365 should be configured to not check for such capabilities.

Allow the A365 domain to communicate with your Teams Users

Enable External Access in the Teams Admin Panel
If only specific domains are allowed, add the A365 domain to the Allowed list by clicking “Add a domain”

Force users to use the Teams client

Create a new user in your Office365 tenant (or use an existing user to be upgraded)
1. E1 license is sufficient
2. Make sure the following products are enabled:
  1. Microsoft Teams
  2. Exchange Online
  3. Skype for Business Online
3. Optionally assign a Phone System subscription and a Calling Plan to enable PSTN capabilities
Wait for the user to be visible in the Users section of the Teams Admin Panel
Change the user’s “Directory Status” from “Online (hybrid)” (i.e. Islands mode, let the user decide whether to use the Skype-for-Business client or the Teams client) to “Online” (i.e. Teams Only, the user is forced to use the Teams client). This can be achieved via the Office365 Teams Admin panel or using PowerShell.
1. When using the Office365 Teams Admin panel
  1. Go to the user overview and select the corresponding user
  2. Click “edit”
  3. Select “Teams Only” and click apply
Wait until you see bi-directional presence between the A365 domain and your Office365 tenant domain.
1. This can take a little while

A365 settings specifically for UCCs with Teams Agents

DisableCapabilityCheck: true
1. Required to offer calls to Teams Agents, as Teams does not share capabilities like Skype-for-Business does.
UseImpersonation: true
1. Required to enable call transfer options from within the Teams client.
2. True for PSTN incoming calls, False for SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. incoming calls.
UseTimeline: true
1. Required in combination with UseImpersonation.
2. Also, needed for displaying timeline details in the Extension Window (without a CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. integration).
UseTeamsHunter: true
1. Required setting, to enable call transfer options from within the Teams client, if customers call anonymously.
2. Also, this setting makes it possible to show the “Transferred-By” header, so Teams Agents can distinguish between personal calls and UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. calls.
  1. For the transferred-by header to show, the corresponding UCC SIP address should be resolvable. Either via your Corporate AD (Hybrid deployments) or Personal Teams Contact List (Federated deployments).
TeamsAnonymousImpersonateUri: tel:+0000000000
1. Optional setting that translates anonymous callers to the specified phone-uri.
2. Should be used only if the setting UseTeamsHunter does not show the transfer options in the Microsoft Teams client for anonymous calls.

License

Make sure the Office365 tenant domain is the allowed sip domain list of the a365 license.

Noteworthy features

Disable Call Forwarding

Disabling call forwarding for Microsoft Teams works slightly different as compared to Skype. See below matrix for these differences.

Scenario	Delta	Skype client	Microsoft Teams client
Forward calls to Voicemail	Yes	A365 calls are offered to the Agent. The forward to the voicemail is ignored.	A365 calls are not offered to the Agent but the next available Agent is invited instead.
Forward calls to Number / Contact	Yes	A365 calls are offered to the Agent. The forward to the configured Number / Contact is ignored.	A365 calls are not offered to the Agent but the next available Agent is invited instead.
Forward calls to Delegates	Yes	A365 calls are not offered to the Agent but the next available Agent is invited instead.	NA
Forward calls to Team / Call Group	Yes	NA	A365 calls are not offered to the Agent but the next available Agent is invited instead.
Simultaneously ring Number / Contact	No	A365 calls are offered to the Agent only. The configured Number / Contact does not receive these calls.	A365 calls are offered to the Agent only. The configured Number / Contact does not receive these calls.
Simultaneously ring Delegates	Yes	A365 calls are offered to the Agent only. The configured Delegates do not receive these calls.	NA
Simultaneously ring Team / Call Group	No	A365 calls are offered to the Agent only. The members of the configured Team / Call Group do not receive these calls.	A365 calls are offered to the Agent only. The members of the configured Team / Call Group do not receive these calls.
Unanswered calls go to Voicemail after timeout	Yes	A365 calls are offered to the Agent for a duration equal to the value for the A365 setting ‘Hunt Timeout’ and the forward to the voicemail is ignored.	A365 calls are offered to the Agent for a duration equal to the value for the Microsoft Teams setting ‘Ring for this many seconds before redirecting’ and the forward to the voicemail is ignored.
Unanswered calls to Number / Contact after timeout	Yes	A365 calls are offered to the Agent for a duration equal to the value for the A365 setting ‘Hunt Timeout’ and the forward to the configured Number / Contact is ignored.	A365 calls are offered to the Agent for a duration equal to the value for the Microsoft Teams setting ‘Ring for this many seconds before redirecting’ and the forward to the configured Number / Contact is ignored.
Unanswered calls to Delegates after timeout	No	NA	NA
Unanswered calls to Team / Call Group after timeout	Yes	NA	A365 calls are offered to the Agent for a duration equal to the value for the Teams setting ‘Ring for this many seconds before redirecting’ and the forward to the configured Team / Call Group is ignored.
Unanswered calls go to Voicemail after decline	No	If the Agent declines an A365 call, the forward to the voicemail is ignored, and the call is offered to the next available Agent.	If the Agent declines an A365 call, the forward to the voicemail is ignored, and the call is offered to the next available Agent.
Unanswered calls to Number / Contact after decline	No	If the Agent declines an A365 call, the forward to the configured Number / Contact is ignored, and the call is offered to the next available Agent.	If the Agent declines an A365 call, the forward to the configured Number / Contact is ignored, and the call is offered to the next available Agent.
Unanswered calls to Delegates after decline	No	NA	NA
Unanswered calls to Team / Call Group after decline	Yes	NA	If the Agent declines an A365 call, the forward to the configured Team / Call Group is ignored, and the call is offered to the next available Agent.

Snapper

In order to use the Snapper in combination with Teams, Agents should be authenticated. Because there are no client APIs available today, this will be done using MS Graph. An Azure application is needed for this purpose.

Click here for more details on creating this Azure App Registration.