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Teams users and their presences in ContactPad
When the VCC and Microsoft accounts are linked, and After linking your VCC account with Microsoft Teams, agents can link their account in VCC with their Microsoft Teams user. When an agent is linked with a Teams user, the agent their presences in VCC and Teams are synchronized.
An agent linked with a Teams user can see and search other Teams users — who have a phone number (direct dial-in (DDI) or dialing (DID)) — in ContactPad. Other agents can see and search for their Teams user too. The address book contains Teams users both when making a new outbound call and when starting a consult during an existing call.
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When a VCC agent finishes an interaction that they initiated from VCC, they go into a wrap state. VCC does not inform Microsoft Teams that the interaction is finished so the Teams user remains busy until the wrap phase is complete.
Auto attendants and call queues
If you have auto attendants or call queues configured in your Microsoft Teams organization, these will appear in ContactPad. Auto attendants and call queues appear alongside Team users, plus VCC agents, groups, interaction plans, and so on. Newly-created auto attendants and call queues appear up to 30 minutes after creation.
For information about configuring auto attendants and call queues, see Set up a Microsoft Teams auto attendant and Create a call queue in Microsoft Teams (Microsoft help).
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