Teams Federated with AnywhereNow (Cloud V2)

Preparations

Introduction

For Microsoft Teams Agents to be included in your AnywhereNowcontact centers, a few preparations are needed. Besides a running Dialogue Cloud platform in which AnywhereNowis deployed, federation When using AnywhereNow in combination with Federation you can add agents working with a Skype for Business or Teams account to your UCC. should be setup between your tenant and the domain in which AnywhereNowis hosted, also Agents should be forced to use the Microsoft Teams client, and because Microsoft Teams is not sharing information about the users’ capabilities, AnywhereNowshould be configured to not check for such capabilities.

Allow the AnywhereNowdomain to communicate with your Teams Users

1. Enable External Access in the Teams Admin Panel

   

2. If only specific domains are allowed, add the AnywhereNowdomain to the Allowed list by clicking “Add a domain”

Force users to use the Teams client

1. Create a new user in your Office365 tenant (or use an existing user to be upgraded)

   1. E1 license is sufficient

   2. Make sure the following products are enabled:

      1. Microsoft Teams
      2. Exchange Online
      3. Skype for Business Online

   3. Optionally assign a Phone System subscription and a Calling Plan to enable PSTN capabilities

2. Wait for the user to be visible in the Users section of the Teams Admin Panel

3. Change the user’s “Directory Status” from “Online (hybrid)” (i.e. Islands mode, let the user decide whether to use the Skype-for-Business client or the Teams client) to “Online” (i.e. Teams Only, the user is forced to use the Teams client). This can be achieved via the Office365 Teams Admin panel or using PowerShell.

   

   

   1. When using the Office365 Teams Admin panel

      1. Go to the user overview and select the corresponding user

         

      2. Click “edit”

         

      3. Select “Teams Only” and click apply

         

4. Wait until you see bi-directional presence between the AnywhereNowdomain and your Office365 tenant domain.

   1. This can take a little while

AnywhereNowsettings specifically for UCCs with Teams Agents

1. DisableCapabilityCheck: true

   1. Required to offer calls to Teams Agents, as Teams does not share capabilities like Skype-for-Business does.

2. UseImpersonation: true

   1. Required to enable call transfer options from within the Teams client.
   2. True for PSTN incoming calls, False for SIP The Session Initiation Protocol, or SIP, is a protocol for multimedia communication (audio, video and data communication). SIP is also used for Voice over IP (VoIP). SIP has interactions with other Internet protocols such as HTTP and SMTP. incoming calls.

3. UseTimeline: true

   1. Required in combination with UseImpersonation.
   2. Also, needed for displaying timeline details in the Extension Window (without a CRM Customer Relationship Management, or CRM, is (usually) a software-based, data management method to deal with interactions with customers and potential customers. integration).

4. UseTeamsHunter: true

   1. Required setting, to enable call transfer options from within the Teams client, if customers call anonymously.
   2. Also, this setting makes it possible to show the “Transferred-By” header, so Teams Agents can distinguish between personal calls and UCC A Unified Contact Center, or UCC, is a queue of interactions (voice, email, IM, etc.) that are handled by Agents. Each UCC has its own settings, IVR menus and Agents. Agents can belong to one or several UCCs and can have multiple skills (competencies). A UCC can be visualized as a contact center “micro service”. Customers can utilize one UCC (e.g. a global helpdesk), a few UCC’s (e.g. for each department or regional office) or hundreds of UCC’s (e.g. for each bed at a hospital). They are interconnected and can all be managed from one central location. calls.
      1. For the transferred-by header to show, the corresponding UCC SIP address should be resolvable. Either via your Corporate AD (Hybrid deployments) or Personal Teams Contact List (Federated deployments).

5. TeamsAnonymousImpersonateUri: tel:+0000000000

   1. Optional setting that translates anonymous callers to the specified phone-uri.
   2. Should be used only if the setting UseTeamsHunter does not show the transfer options in the Microsoft Teams client for anonymous calls.

License

1. Make sure the Office365 tenant domain is the allowed sip domain list of the a365 license.

Noteworthy features

Disable Call Forwarding

Disabling call forwarding for Microsoft Teams works slightly different as compared to Skype. See below matrix for these differences.

Snapper

In order to use the Snapper in combination with Teams, Agents should be authenticated. Because there are no client APIs available today, this will be done using MS Graph. An Azure application is needed for this purpose.

Click here for more details on creating this Azure App Registration.