Dialogue Cloud

Microsoft Graph Presence Source Configuration

Introduction

The Microsoft Graph Presence Source (hereafter 'presence source') enables the 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). An 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. to collect presence from Teams users, by using the Microsoft Graph Cloud Communications Presence APIs. Read more about Presence in Microsoft’s documentation.

In order to start collecting presence for Microsoft Teams users, there are two requirements per tenant:

  1. A Microsoft Azure App Registration is needed to query the Microsoft Graph APIs.

  2. A User Account is needed to authenticate against the App Registration, as there are no API Permissions available to collect Presence.

As Microsoft enabled throttling to prevent an overload off calls, it is advised to use a separate Microsoft Azure App Registration per UCC Service.

In order to prevent throttling from kicking in, ANYWHERE365 queries a maximum of 650 users per request. With the limitation of a maximum of 1.500 requests per 30 seconds, ANYWHERE365 is able to collect presence of 15.000 uniquely configured Agents per Azure App Registration.

 

Microsoft Azure App Registration

Please find below the steps to setup an App Registration in Azure.

  • In Azure Active Directory create a new App registration

    • Provide a Name for the application

    • Select the account type “Accounts in this organizational directory only”

    • Click “Register”

  • On the API Permissions tab, add the following delegated Microsoft Graph permissions:

  • Since the Directory.Read.All permission needs Admin consent, click the button “Grant admin consent for <tenant>”.

    Note: Only a tenant administrator can grant the admin consent

  • On the Authentication tab, change “Allow public client flows” to “Yes”.

    • Click “Save”

  • On the Overview tab, copy both the Application (client) ID and the Directory (tenant) ID

    • These IDs can then be shared with your ANYWHERE365 contact

 

User Account

The User Account that is used to retrieve presence must be an Azure Active Directory user account. This account will be able to retrieve presence from users that are in the same tenant.

The account does not require any permissions, nor does it need any licenses. Simply create an new user account without any licenses.

Note: During the setup procedure, the account requires access to Teams to read the presence and complete the setup.

 

Password policy

  • Make sure that the password never expires.

  • Make sure that the password isn't changed while in use by MS Graph Presence Provider.

  • Make sure to use a long and safe password.

  • Whenever possible disable MFA, to prevent human intervention when the user token expires.

    • If the password is changed for some reason it always requires human intervention.

 

Configure Agents for presence collection via MS Graph

In order to collect presence for Agents using Microsoft Graph, make sure that the UPN field in the SharePoint Agent list is populated with the matching UPN of the Agent.

 

 

Related Topics

Additional Configuration Core

Teams Federated with Anywhere365 (Cloud V2)