Using Microsoft Teams client with Anywhere365

Prerequisites

 

Preparations

Introduction

For MS 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, federationFederation makes it possible to communicate with customers, suppliers, partners and others, via Lync Server 2010 and Lync Server 2013, which are not in the same Lync environment. should be setup between your tenant and the domain in which A365 is hosted, also Agents should be forced to use the MS Teams client, and because MS 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

  1. Enable External Access in the Teams Admin Panel

  2. 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

  1. 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

  2. Wait for the user to be visible in the Users section of the Teams Admin Panel

  3. 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

    2. When using PowerShell, make sure you have the following two parameters available:

      1. OverrideAdminDomain: the domain-part of the User name (the domain assigned to your tenant, or <tenant-name>.onmicrosoft.com)

      2. Identity: the User name of the user that should be migrated

      And execute the following PowerShell cmdlets.

      Import-Module SkypeOnlineConnector

      $sfbSession = New-CsOnlineSession -OverrideAdminDomain "<domain.com>"

      Import-PSSession $sfbSession

      Grant-CsTeamsUpgradePolicy -Identity <user@domain.com> -PolicyName UpgradeToTeams

      Rollback to SfBSkype for Business (formerly Microsoft Office Communicator and Microsoft Lync) is an instant-messaging client used by Anywhere365. In order to use SFB, a Microsoft Skype for Business Server is required. Skype for Business is enterprise software; compared to Skype, it has different features that target businesses.:

      Grant-CsTeamsUpgradePolicy -Identity <user@domain.com> -PolicyName SfBOnly

      Deprecated:

      Grant-CsTeamsInteropPolicy -Identity <user@domain.com> -PolicyName DisallowOverrideCallingTeamsChatTeams

      Grant-CsTeamsInteropPolicy -Identity <user@domain.com> -PolicyName DisallowOverrideCallingDefaultChatDefault

  4. 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

  1. DisableCapabilityCheck: true

    1. Required to offer calls to Teams Agents, as Teams does not share capabilities like Skype-for-Business does.

  2. UseImpersonation: true

    1. Required to enable call transfer options from within the Teams client.

    2. True for PSTN incoming calls, False for SIPThe Session Initiation Protocol (SIP) is a protocol to make multimedia communication (audio, video and other data communication) possible and it is also used for Voice over IP (VoIP). SIP has similarities with other Internet protocols such as HTTP and SMTP. incoming calls.

  3. UseTimeline: true

    1. Required in combination with UseImpersonation.

    2. Also, needed for displaying timeline details in the Extension Window (without a CRMCRM stands for Customer Relationship Management and is a method/technology for managing contacts of customers. CRM helps to offer each customer an individual value proposition based on its wishes. In addition, CRM makes it visible which customers represent higher value for the organization and therefore might be served in a different way. integration).

  4. 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 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).

  5. 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 MS Teams client for anonymous calls.

 

License

  1. 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 MS Teams works slightly different as compared to Skype. See below matrix for these differences.

Scenario

Delta

Skype client

MS 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 MS 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 MS 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.

The Web Extension Window has similar requirements, it is advised to create a single Azure application that can be used in combination with both Web Extension Window as well as Snapper.

Please follow the instructions as described in Annex 1, to create this Azure application.