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.
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Linking your VCC account to a Microsoft organization
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To link or unlink your VCC account to or from a Microsoft organization, you must be an administrator in VCC. Supervisors cannot perform these tasks. You must also be an administrator of your Microsoft organization's service account. |
To link your VCC account to a Microsoft organization, perform the following steps:
- Log in to the VCC Admin Portal and go to Microsoft Teams (within Business Apps). Microsoft Teams Integration appears.
- Click Link to Microsoft account. A Microsoft login page appears.
Sign in to your Microsoft account.
Note title Microsoft account administrator You must be an administrator of your Microsoft service account to link your VCC account to it. If you are not an administrator, ask an administrator to perform this step. Make sure that you are linking to the Microsoft service account, and not a user account.
A Permissions requested page appears.
- Click Accept to allow VCC to access your Teams organization. A second Permissions requested page appears.
- Click Accept again to allow VCC to access users in your Teams org.
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Your VCC account and Microsoft account are no longer linked.
Setting up auto attendants and call queues
To enable agents to call auto attendants or call queues from ContactPad, you must create one or more auto attendants or call queues in your Microsoft Teams organization. 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).
Synchronizing changes between Microsoft Teams and VCC
Any changes relating to users, call queues, or auto attendants in your Microsoft Teams organization will appear in ContactPad up to 30 minutes later.