Setting up the Zoom Contact Center Microsoft Teams channel

Requirements for Zoom Contact Center Microsoft Teams channel

• Account owner or admin privileges
• Microsoft Office 365 Global administrator privileges or for customers who need granular control, a service account with the following privileges is preferred:
  • Teams Administrator
  • Domain Name Administrator
  • User Administrator
  • Application Administrator
    Note: Domain Name Administrator, User Administrator and Application Administrator privileges can be removed after initial setup.
• Zoom Contact Center license
• Pro, Business, or Education account

How to set up Microsoft Teams channel on the Microsoft Teams side

Bot app registration in Microsoft Azure

1. Sign in to the Microsoft Teams homepage using your admin account.
2. Go to Azure portal homepage.
3. Search App registrations, and click the service.
4. Click New registration and fill the form.
   • Name: This should be your bot name (Every member in MS Teams will see this name).
   • Supported account types: Select Accounts in this organizational directory only (Zoom Video Communications only - Single tenant).
5. Click the Register button.

Add permissions for your MS Teams bot app

1. Sign in to the Microsoft Teams homepage using your admin account.
2. Go to Azure portal homepage.
3. Search App registrations, and click the service.
4. Under All applications, click the app name and go to the details page.
5. In the left menu, click API permissions.
6. Under Configured permissions, click Add a permission, then select Microsoft APIs.
7. Click Microsoft Graph then Application permissions.
8. Find and add below permissions:
   • Application.Read.All: Used to obtain the expiration time of the app's client secret, which is convenient for reminding tenants to update the secret.
   • ProfilePhoto.read.All: Used to obtain user's avatar.
   • User.Read.All: Used to obtain user's name, email, and phone.
   • Files.ReadWrite.All: Used to upload file to MS Teams.
9. Grant the permissions.

Create secret for MS Teams bot app

1. Sign in to the Microsoft Teams homepage using your admin account.
2. Go to Azure portal homepage.
3. Search App registrations, and click the service.
4. Under All applications, click the app name and go to the details page.
5. In the left menu, click Certificates & secrets.
6. Click the Client secrets tab then New client secret.
7. In the Add a client secret panel, create a secret for bot app.
   • Description: Enter a name that helps you identify this secret.
   • Expires: Enter the expiration period.
8. Click the Add button.

How to create MS Teams bot app in Microsoft Azure

Fill out the Azure bot form

1. Go to Azure portal homepage.
2. Search for Azure bot.
3. Under Marketplace, click Azure Bot.
4. Fill out the Azure bot form:
   • Bot handle: Enter a bot unique name.
   • Subscription: Select Resource group then CDW Subscription (Paid). If you don't have a Resource group, click Create new button.
5. Under Microsoft App ID, enter the following:
   • Type of App: Select Single Tenant.
   • Creation Type: Select Use existing app registration.
6. Enter the App ID and App tenant ID. Both can be found in the App registrations then Overview page.
7. Click the Review + create button.

Set webhook entry point

1. Sign in to the Microsoft Teams homepage using your admin account.
2. Go to Azure portal homepage.
3. Search App registrations, and click the service.
4. Under All applications, click the app name and go to the details page.
5. Click Settings then Configuration.
6. Fill Messaging endpoint.
   This webhook URL is from Zoom. Every Microsoft Teams bot's message will send to Zoom Contact Center through this webhook URL.

Add Microsoft Teams channel for bot app

1. Sign in to the Microsoft Teams homepage using your admin account.
2. Go to Azure portal homepage.
3. Search App registrations, and click the service.
4. Under All applications, click the app name and go to the details page.
5. Select Settings then Channels.
6. Under Available Channels, click Microsoft Teams.
7. Click Messaging, then select Microsoft Teams Commercial (most common).
8. Click Apply.
   After saving it, you will see it at the top of the page.

How to create bot in Microsoft Teams

Create Microsoft Teams bot

1. Go to Microsoft developer portal.
2. Click Create a new app.
3. Fill out the required configurations, including:
   • App name
   • Description
   • Developer information
   • App URLs
4. In the left menu, click Configure then App features.
5. Select Bot.
6. Enter the Bot ID (App ID). You can find this in the App registrations page.
7. Under Supported actions, select Upload and download files.
8. Set the Scope to Personal.

Add manifest.json for bot

1. Go to Microsoft developer portal.
2. In the left menu, click Configure then App package editor.
3. Open manifest.json, scroll to the bottom, and add the webApplicationInfo field.
4. Make sure to add a comma before the new field and validate the JSON format afterward.
5. Replace {botId} with your actual Bot ID (App ID).

    "webApplicationInfo": {
       "id": "{botId}",
       "resource": "api://{botId}"
     }

How to publish and install your bot to your organization

Publish your bot

1. Sign in to the Microsoft Teams homepage using your admin account.
2. In the upper-right corner, click Distribute.
3. Select Publish to your organization.

Approve your bot

1. Sign in to the Microsoft Teams homepage using your admin account.
2. In the left menu, select Manage apps.
3. Search for the app you published.
   Note: It may take several minutes to appear. Refresh if needed.
4. Click App details.
5. Click Publish to approve the app.
6. After publishing, search for the app again and open its details page.
   • You should see Admin consent granted for all required permissions.
   • If this message is not shown, click the red consent box to manually grant permissions.

Install your bot in organization

1. Sign in to the Microsoft Teams homepage using your admin account.
2. Install the app.
3. After a few minutes, the app should appear in the organization’s Teams environment.
4. You should then see:
   • A confirmation of successful installation
   • The bot’s interaction page

How to set up Microsoft Teams channel on the Zoom side

Set up the integration in Zoom Marketplace and Zoom Contact Center

1. Sign in to Zoom Marketplace.
2. In the search bar, look for Microsoft Teams for Zoom Customer Experience.
3. Click Add.
4. On the authorization page, provide the following details:
   • Connection Name: Enter a name for the connection.
   • Client ID: Enter the App ID in Azure Bot Registrations.
   • Client Secret Key: Enter your Secret ID.
   • Client Secret Value: Enter your Value.
   • Tenant ID: Enter your App Tenant ID.
5. Click Submit.

Create a Zoom Contact Center Microsoft Teams channel flow

1. Sign in to the Zoom web portal.
2. In the left navigation, click Contact Center Management, then Flows.
3. Click Add Flow.
4. Select Microsoft Teams channel, then enter a display name for the flow.
5. Click Add.
   The flow editor will open.
6. In the left panel, drag and drop the widget.
7. In the left panel, drag and drop the Route to widget. Then select a Queue.
8. Configure entry point for the channel. Once done, the chatbot is now connected.

How to add another Microsoft bot application connections

1. Sign in to Zoom Marketplace.
2. In the top-right corner, click Manage.
3. In the left menu, click Added apps.
4. Search for Microsoft Teams for Zoom Customer Experience.
5. Expand the Connections section.
6. Click New Connection to create a new one.

How to uninstall Microsoft bot application connections

1. Sign in to Zoom Marketplace.
2. In the top-right corner, click Manage.
3. In the left menu, click Added apps.
4. To the right of the Microsoft Teams for Zoom Customer Experience connector, click the ellipsis icon then Disconnect.

How your data is used