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Install Microsoft Teams Presence plugin

Install plugin

Note Snapper and plugin needs to match the same bit-rate as the Teams client (32x or 64x)

  1. Download the zip-file

  2. Unblock the zip-file if needed

    1. Right-click the zip-file

    2. Select properties

    3. Uncheck “blocked” or click the “unblock”-button

  3. Extract the zip-file

  4. Launch the MSI

  5. Follow the wizard

  6. Finish the installation

 

Check MS Teams Client

  1. Make sure the setting “Register Teams as the chat app for Office (requires restarting Office applications)” is checked in your MS Teams Client

    1. MS Teams Client > Settings > General

  2. Make sure the bitrate of the following applications are identical (all 32-bit or all 64-bit):

    1. MS Teams Client

      1. MS Teams Client > About > Version

    2. Snapper

    3. Snapper Teams Presence Plugin

    4. MS Office

 

Change A365 core accordingly

  1. Connect to the A365 server

  2. Navigate to the config.xml

  3. Edit the config.xml

  4. Enable the presence provider “AttendantServiceSource”

  5. Add a match-pattern for the Teams Domain:

    <Match pattern="domain.com" />

  6. Restart the UCCUCC stands for Unified Contact Center and consists of a queue that can be handled by Agents Each Contact Center has its own settings, interactive voice response questions and Agent with specific skills. Agents can be member of, or sign up to, one or more Contact Centers. services

 

Validate connection

As of now, all presence changes from the Agent’s Teams client (with the matching 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. doain), should be shared with the A365 back-end (this can be confirmed from the log files; please find an example log-line below).

2019-06-07 12:51:54,602 [21] ucc_name DEBUG - ucc_name Presence change: 'sip:agent@comain.com' Online : 3500 :  : Web : None Formal:False, Active:True. WspAttendantServiceModalityCapabilities: (audio: True, video: False, text: False)

Note Please note, if the Snapper is not started, the Agent shows offline from an A365 perspective and no calls will be offered to the Agent, so make sure the Agent has the Snapper started while working.