Using Vonage Contact Center and Microsoft Teams

When your Vonage Contact Center (VCC) account is linked to your Microsoft organization, you can link your VCC agent account to your Teams user. When linked, you'll be able to see other Teams users and their presences in ContactPad's address book.

In this page

Linking and unlinking your VCC agent account and Teams user

To see other Teams users and their presences in ContactPad's address book, you need to link your agent account to a Teams user.

How do I link my VCC agent account with my Teams user?

To link your agent account to your Team user, perform the following steps:

  1. Log in to the VCC Admin Portal and go to Microsoft Teams (within Business Apps). Microsoft Teams Integration appears.
  2. Click Link to Microsoft Teams user.

    VCC not linked to a Microsoft account

    If the Link to Microsoft Teams user does not appear, your VCC account is not currently linked to a Microsoft account. Contact your Account Manager or Customer Success Manager.

    A Microsoft login page appears.

  3. Sign in to your Microsoft account.

Your VCC agent account and Teams user are linked. You can now see other Teams users and their presences in ContactPad's address book.

One time configuration

You only need to do this once, unless you unlink your agent account and Teams user later.

Linking VCC agent accounts to a Teams user

You can link your VCC agent account in each region to a single Teams user. However, linking a Teams user to your VCC agent account in multiple regions may result in inconsistent behavior; we do not therefore support this.

How do I unlink my VCC agent account from my Teams user?

To unlink your agent account from a Teams user, perform the following steps:

  1. Log in to the VCC Admin Portal and go to Microsoft Teams (within Business Apps). Microsoft Teams Integration appears.
  2. Click Unlink. A Microsoft login page appears.
  3. Sign in to your Microsoft account.

Your agent account and Teams user are no longer linked.

Presence mappings

When you have linked your VCC agent account with your Teams user, your presences are synchronized:

  • If your agent's presence changes in VCC, your linked Teams user's presence in Teams is updated.
  • If your Teams user's presence changes in Teams, your linked VCC agent's presence is updated in VCC.

Default VCC agent to Teams presence mapping

VCC agent stateTeams availability/activity
ReadyAvailable/Available
AwayAway/Away
Extended AwayAway/Away
Not AvailableBusy/Busy
Logged out

Default Teams to VCC agent presence mapping

Teams availabilityVCC agent state
AvailableReady/Ready
BusyExtended Away/Extended Away
Do not disturbAway/Away
AwayAway/Away
Be right backAway/Away
Offline
Presence unknown

Working with Teams users in ContactPad

When you have linked your agent account with your Teams user, you can see other Teams users and their presences in ContactPad's address book. You can also make calls to and consult with available Teams users.

To locate and make calls to Teams users, perform the following steps:

  1. Log in to ContactPad. For information about logging in to ContactPad, see Logging in to ContactPad.
  2. Click Make Call. ContactPad's address book opens.
  3. Type part or all of the name you want to call. As you type, up to 200 matching contacts—including Teams users—appear. If more than 200 contacts appear, and you cannot see the user you want to call, continue typing.

    You can identify Teams users and their presence by their icon:
    IconTeams presence

    Available

    Available Idle

    Busy

    Busy Idle

    Away

    Do not disturb

    Be right back

    Offline

  4. To make a call to an available Teams user, click their name. Continue making your call as you would any other call in ContactPad. For more information, see Making and receiving calls in ContactPad.

If you are on an existing call, to consult with an available Teams user, click Consult in ContactPad. ContactPad's address book opens and Teams users matching your search appear as described above. Continue consulting in the same way as you would using ContactPad for any other contacts. For information, see How do I consult with and, optionally, transfer to a third party? in Making and receiving calls in ContactPad.