Configuring your Vonage Contact Center and Microsoft Teams integration

To integrate Vonage Contact Center (VCC) and Microsoft Teams, you must link your VCC account to a Microsoft organization.

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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.

Microsoft 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 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.
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.
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:

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

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.