If enabled for your account, you can integrate your Vonage Contact Center account with a Microsoft Teams organization. After linking your VCC account with Microsoft Team, agents can link their account in VCC with their Microsoft Teams user. When an agent is linked with a Teams user, their presences in VCC and Team are synchronized and other agents can see their availability in ContactPad's address book. For information about ContactPad's address book, see ContactPad address book.
Teams users and their presences in ContactPad
When the VCC and Microsoft Teams accounts are linked, and an agent is linked with a Teams user, the agent can see and search other Teams users in ContactPad. The address book contains Teams users both when making a new outbound call and when starting a consult during an existing call.
The icon alongside the Teams user's name reflects their presence.
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ContactPad only refreshes Teams users' presences when the agent opens the address book. Therefore, if a user's presence changes, the change does not appear unless the agent closes and reopens the address book. |
For information about Teams user's presence, see User presence in Teams (Microsoft help).
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