Setting up the Zoom Contact Center Microsoft Teams integration

• Make outbound calls to Microsoft Teams users
• Receive inbound calls from Microsoft Teams users
• Transfer engagements between ZCC and Teams
• Initiate conference calls with Teams users

Requirements for Zoom Contact Center Microsoft Teams integration

Setting up the Zoom Contact Center Microsoft Teams integration

How to set up the Microsoft Teams integration on Microsoft Entra

Create APP registrations

1. Sign in to Microsoft Entra.
2. In the left menu, click Applications then App registrations.
3. Click New registration, then enter a display name for the application.
4. Click Register.
5. Under Essentials, copy the Application (client) ID and Directory (tenant) ID (you will need these later).
6. To generate Client credentials:
   • Click Add a certificate or secret.
   • Click New client secret.
   • Enter a description, then click Add.
   • Copy the generated client secret.

Assign API permissions

1. Sign in to Microsoft Entra.
2. In the left menu, click Applications then App registrations.
3. Select the application created in the previous section.
4. Under Manage, click API permissions.
5. Under Configured permissions, click Add a permission.
6. Click Microsoft Graph then Application permissions.
7. Search for and expand the following permissions:
   • User: User.ReadWrite.All
   • Domain: Domain.ReadWrite.All
   • Organization: Organization.Read.All
   • Presence: Presence.ReadWrite.All 
8. Click Add permissions.
9. Under Configured permissions, click Add a permission again.
10. Click the APIs my organization uses tab.
11. Search for Skype, then select Skype and Teams Tenant Admin API.
12. Click Application permissions.
13. Under Permissions, select the application_access permission.
14. Click Add permissions.
15. Once all the permissions are added, click Grant admin consent.
16. Click Yes to confirm.
17. In Azure, navigate to Roles and Administrators, then search for and select Global Administrator.
    This will open the Global Administrator assignments page.
18. Under Assignments, search for and select Zoom Contact Center/MS Teams Integration or the name of your app.
19. If the search returns nothing, select Add Assignment, then search for and select Zoom Contact Center/MS Teams Integration or the name of your app.
20. Select the checkbox next to the app name.
21. Click Add.

How to enable the Microsoft Teams directory integration and on account profile

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Account Management then Account Profile.
3. Scroll down to the Microsoft Integrations section.
4. Click the Enable Microsoft Tenant Integration toggle.
5. Provide the following details generated during the creation of APP registration:
   • Tenant ID
   • Application Client ID
   • Application Client Secret
6. Click Save.

How to enable the Microsoft Teams integration for Zoom Contact Center

1. Sign in to the Zoom web portal.
2. In the navigation menu, click Contact Center Management then Integrations.
3. Click the Microsoft Teams tab.
4. Click the Microsoft Teams integration for Zoom Contact Center toggle to enable it.
   A progress bar will appear. Once completed, a new toggle for Microsoft Teams Contact Search will be available. Enabling this integration also allows Zoom Contact Center agents to view Microsoft Teams contacts’ presence status when searching for contacts.
5. Click the Microsoft Teams Contact Search toggle. Additional toggles will appear:
   • Sync Microsoft Teams contact to Zoom: This is enabled by default. Admins can disable this setting to prevent storing MS Teams contacts in Zoom. If disabled, Zoom will retrieve contacts through real-time API calls, which may cause performance latency.

Agent experience

Call Microsoft Teams Contacts from Zoom Contact Center

1. When initiating an outbound voice engagement, agents can search for and select Microsoft Teams contacts, which are labeled with the Teams icon  for easy identification.
2. The agent places a call to the Microsoft Teams contact, who answers using the Microsoft Teams app.
3. After the engagement ends, the agent can view Microsoft-related details in the Profile tab, including Department, Job Title, and Business Phone.

Receive inbound calls from Microsoft Teams users

1. Microsoft Teams users can dial a ZCC number directly from Microsoft Teams.
2. The inbound voice engagement is routed to a ZCC agent, who receives the call in the Zoom desktop app or Zoom Web App.

Transfer calls between ZCC and Microsoft Teams

1. During an active engagement, ZCC agents can transfer a call to a Microsoft Teams user.
2. The agent searches for the Microsoft Teams contact within the Zoom interface and selects them for transfer.
3. The Microsoft Teams user receives the call in their Microsoft Teams app and can continue the conversation.
4. ZCC agents can choose between:
   • Warm Transfer: Places your call on hold while you complete the transfer.
   • Direct Transfer: Transfers the call, then immediately hangs up your call. If there are any phone menu prompts, the other party will have to complete them.

Initiate a conference call with Microsoft Teams users

1. During an active engagement, ZCC agents can add a Microsoft Teams user to a call.
2. The agent searches for the Microsoft Teams contact and invites them to join the conversation.
3. The Microsoft Teams user receives the conference call invitation in their Microsoft Teams app.
4. Once connected, all participants can engage in a three-way conference call.