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. When synchronized other agents can see the Team users' availability in ContactPad's address book. For information about ContactPad's address book, see ContactPad address book.
When the VCC and Microsoft accounts are linked, and an agent is linked with a Teams user, the agent can see and search other Teams users — who have a phone number (direct dial-in (DDI) or dialing (DID)) — 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.
Do not disturb
Be right back
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).
When a VCC agent has linked their account with a Teams user, their presences are synchronized:
|VCC agent state||Teams availability/activity|
|Teams availability||VCC agent state|
|Busy||Extended Away/Extended Away|
|Do not disturb||Away/Away|
|Be right back||Away/Away|
When a Teams user has an active call or meeting in the Microsoft Teams application and is in either On a call or Presenting state, Microsoft informs VCC that the user is busy. VCC then updates the linked VCC agent's status and creates an interaction in VCC. Microsoft does not inform VCC about the direction (inbound or outbound) of the conversation, therefore the VCC interaction is always recorded as inbound.
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.