Setting up the Zoom Contact Center Microsoft Teams integration

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.

Requirements for Zoom Contact Center Microsoft Teams integration

Setting up the Zoom Contact Center Microsoft Teams integration

Admins:

Using the Zoom Contact Center Microsoft Teams integration capabilities

Note: The agent experience will be inside Zoom desktop or Zoom Web App.

ZCC agents:

Microsoft license:

Table of Contents

How to set up the Microsoft Teams integration on Microsoft Entra

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.

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:

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:
  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 the left navigation menu, click Identity then Roles & Admins.
  18. Click the Roles & Admins subsection.
  19. Under Role, select the Global Administrator checkbox.
    This will open the Global Administrator assignments page.
  20. Click Add assignments, then enter the app name in the search bar.
  21. Select the checkbox next to the app name.
  22. Click Add.

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

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.

  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:
  6. Click Save.

How to enable the Microsoft Teams integration for Zoom Contact Center

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.

  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.
  5. Click the Microsoft Teams Contact Search toggle. Additional toggles will appear:

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:

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.