Set Up Directory Sync for Teams

The following tasks should be performed in order.

Create an Azure App

  1. Sign in to Azure Active Directory with a Microsoft Teams administrator account.

  2. Create a new app registration.

  3. For Supported Account Types, select Accounts in any organizational directory and personal Microsoft accounts. By selecting this option, you register a multi-tenant application that can also support users with personal Microsoft accounts (MSA).

  4. Click API permissions > Add a permission > Application permissions. Add permissions to your app. Be sure to select User.Read.All. An administrator should have the following permissions:

    • User.ReadWrite.All: Required for the application to create system users.
    • User.ReadWrite.All: Required to create subscriptions.
    • Presence.Read.All: Required to read presence information.
    • Presence.ReadWrite.All: Required for the application to set the presence for the user.
  5. Create a client secret. Make a note of the client and tenant IDs. You will need both when you map the account.

Create an Address Book

Required permissions: Address Book Create

  1. Click the app selector and select ACD.

  2. Go to ACD Settings > Address Books.

  3. Click Create New > Standard > Blank Address Book.

  4. Enter a Name for your new address book and click Create Standard Address Book.

  5. Click Add > New Entry, enter an individual contact's information in the appropriate fields, and then click Create Contact.
    Screenshot of the contacts tab in an address book, where you can manually add a contact

  6. Click the Assignments tab and specify who can access the address book.

Map Accounts

  1. Click the app selector and select Adapters.

  2. On the Account Mapping page, go to the MS Teams tab and click Map Accounts.

  3. In User For Access Key, select a user for whom you want to generate an access key. This user will be used for various Directory Sync operations. When you select the user, the access key is generated and stored in the system.

  4. Click Next.

  5. In Microsoft Teams Account Details, select Adapter Version and enter Account ID, Account Name, Access Key ID, and Secret. Click Next.

    Field

    Details
    Account ID Enter your MS Teams Directory (tenant) ID. You get this ID when you create the MS Teams app for access credentials.
    Access Key ID Enter your MS Teams Application (client) ID. You get this ID when you create the MS Teams app for access credentials.
    Secret Enter the secret key generated when you created an app in Azure Directory.
    Domain

    Enter the domain name for the system users.

    This is only available for system users that were created programmatically.

  6. In the Email Notifications screen, add any email IDs on which you want to receive notifications for adapter health, authentication failures, and exceptions.

  7. Click Map and Register.

Configure Directory Sync

  1. Click Directory Sync.

  2. Go to the Microsoft Teams tab and enable Directory Sync.

  3. Select the ACD directory you want to sync with Microsoft Teams. The Directory Sync adapter updates the selected ACD directory regularly with the users available in Microsoft Teams.

  4. Make any changes as required in the mapping of the ACD and Microsoft Teams attributes and click Save. For example, if you want users in your organization to receive their Microsoft Teams calls on their office phones, map the Business Phone attribute with the Phone attribute.

  5. You can enable Phone Number Translation. If the partner platform phone numbers have any format requirements, such as specific prefixes, you can create agent pattern sets.