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To integrate Vonage Contact Center (VCC) and Microsoft Teams, you must link your VCC account to a Microsoft organization. When you have linked your VCC account to a Microsoft organization, agents can link their VCC accounts to their Teams user. When linked, the Teams user will appear in ContactPad's address book, and the VCC agent will be able to see other Teams users in the address book. For information about linking agents' accounts to Teams users, see Using Vonage Contact Center and Microsoft Teams.

In this page

Table of Contents

Prerequisites

For Teams users to appear in ContactPad's address book, they must have one of the following Microsoft 365 Phone System licenses:

  • Microsoft 365 Phone System (4828c8ec-dc2e-4779-b502-87ac9ce28ab7)
  • Microsoft 365 Phone System for Government (db23fce2-a974-42ef-9002-d78dd42a0f22)

For information about setting up the Microsoft 365 Phone System, see Plan your Teams voice solution (Microsoft help) and Product names and service plan identifiers for licensing (Microsoft help).

The users must also have a value for Office phone in their Microsoft Azure user profile. ContactPad uses this value in the address book.

Note
titleMicrosoft Azure Office phone and Teams Phone number

The value in Office phone in the user's Microsoft Azure profile is not synchronized with the Phone number value for the Microsoft Teams user. If you assign a phone number to the Teams user in the Microsoft Teams admin center make sure it is also updated in the user's Microsoft Azure profile.

Linking your VCC account to a Microsoft organization

To link your VCC account to a Microsoft organization, 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 account. A Microsoft login page appears.

  3. Sign in to your Microsoft account.

    Note
    titleMicrosoft account administrator

    You must be an administrator of your Microsoft account to link your VCC account to it. If you are not an administrator, ask an administrator to perform this step.

    A Permissions requested page appears. 

    1. Click Accept to allow VCC to access your Teams organization. A second Permissions requested page appears.
    2. Click Accept again to allow VCC to access users in your Teams org.

Your VCC account and Microsoft account are linked. VCC agents in your account can now link to their Microsoft Teams users, after which they will be able to see other Teams users and their presences in ContactPad. For information about how a VCC agent can link to their Microsoft Teams user, see Using Vonage Contact Center and Microsoft Teams.

Unlinking your VCC account from a Microsoft organization

To unlink your VCC account from a Microsoft organization, 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 VCC account and Microsoft account are no longer linked.