Admins can integrate Zoom Contact Center (ZCC) with Microsoft Teams to enable seamless communication between platforms. This integration supports bi-directional calling, allowing agents to:
Additionally, this integration supports Microsoft Teams Presence and Directory sync, enabling ZCC agents to view Teams users' availability before initiating, transferring, or inviting them to an engagement.
Admins:
Note: The agent experience will be inside Zoom desktop or Zoom Web App.
ZCC agents:
Microsoft license:
To integrate Microsoft Teams with Zoom, you need to complete the following steps in order. Start by setting up the necessary app registrations and permissions in Microsoft Entra before moving on to enabling the integration in Zoom.
After setting up Microsoft Entra, the next step is to enable the integration in your Zoom account settings. This allows Microsoft Teams users to sync presence data with Zoom.
With the directory integration enabled, the final step is to configure Microsoft Teams within Zoom Contact Center. This ensures that Zoom Contact Center agents can search for and view Microsoft Teams contacts and their availability.