Set Up Presence Sync for Microsoft Teams

You can set up Presence Sync for groups of 650 users. Microsoft Subscriptions are required for CXone to receive presence information from Teams. A Microsoft system user can create a subscription. Each subscription facilitates data sharing of 650 users in Azure. This means, for example, if you want to set up 800 agents with Presence Sync, you would need two subscriptions—the first subscription would cover 650 agents and the second for the remaining 150 agents. Contact your Account Representative for more information.

Key details about using Presence Sync with Microsoft Teams:

  • When mapping your CXone and Teams accounts, you can enable a setting that automatically creates system users in Azure. If you enable this selection, Azure creates these users with the name CXone_xxxxx. This may take up to 15 minutes to create these users. Be sure to disable multi-factor authentication (MFA) for these users.

  • Agent to agent calls do not trigger Presence Sync rules.

  • Any Teams user can be active on one or more devices. In these cases, the Teams state is an aggregation of the states across devices. Best practice is for agents to use Teams on one device.

  • All agents must reset their status in Teams before using Presence Sync. If an agent has set their status manually, Presence Sync cannot apply the presence rules.

  • Changes to Presence Sync settings like user mapping or rules may take up to 20 minutes to implement.

Complete each of these tasks in the order given.

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.

Before You Begin

  • Map CXone to Microsoft Teams to allow the platforms to share data.

  • Sync users between CXone and Microsoft Teams.

  • If you have existing system users in Azure, set up the necessary number of Microsoft Subscriptions. CXone can also create system users for you when mapping CXone to Teams. With this method, you must set up the necessary number of subscriptions after mapping accounts. Reference the Microsoft help center or ask your Account Representative for more information.

Be sure your CXone administrator account and the access key user have the following permissions:

Map Users

  1. In CXone, click the app selector and select  Adapters. The Adapters application opens in a new window.

  2. Click Presence Sync.

  3. On the Business Units page, click the business unitsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment for which you want to map the user accounts.

  4. In the User Mapping tab, click Auto Map Users.

  5. On the Add Users page, move the auto-mapped users in the table to indicate which you want to include.

  6. Click Add & Map Agents and then click Confirm.

Manually Map Users

After you have used the Auto Map Users option, you can manually map any users that are still unmapped or reassign any users that were mapped incorrectly.

  1. Click the app selector icon of app selector and select Presence Sync.

  2. On the Business Units page, click the business unit for which you want to map the user accounts.

  3. Click the options icon and select Map User.

  4. In the Mapped User screen, click Remap.

  5. From the list of possible matches, select the appropriate user and click Map User.

  6. Click Confirm.

Create Rules

  1. In CXone, click the app selector and select  Adapters. The Adapters application opens in a new window.

  2. Click Presence Sync.

  3. In the Rules tab, click Create Rule.

  4. On the Rule tab, map the ACD state to the corresponding state ID in Microsoft Teams.

    Field

    Details
    Name Enter a name for the rule.

    Rule Type

    Select one of the available the rule types. One or more of the following rule types are available to you:

    Publisher: When the CXone ACD agent state changes, your Microsoft Teams's agent state is updated to match the change.

    Subscriber: When the agent state in Microsoft Teams changes, the ACD's agent state is updated to match the change.

    Bi-Directional: When the agent state changes on either platform, the agent state is updated on the other platform to match the change.
    ACD State

    Select one of your CXone ACD states.

    If you select Previous State, the agent's CXone state returns to the previous state it was in. This may be useful to automatically return an agent's state back to what it was before handling a call, for example. After the call, the agent's state would return to the same state before the call.
    External State Select the appropriate Microsoft Teams state to map with the specified ACD State.

  5. To map more states in the rule, click Add Row and configure the states.

  6. Click Teams and move the teams in the table to indicate which you want to include.

  7. Click Users and move the users in the table to indicate which you want to include.

  8. Click Confirm and then click Create.

Assign Existing Rules

  1. In CXone, click the app selector and select Others > Adapters.

  2. In the left navigation menu, click Business Units.

  3. On the Business Units page, click the business unit for which you want to assign rules to the users.

  4. In the User Mapping tab of Business Units screen, click the three vertical dots for the appropriate user and select Assign Rule.

  5. In the Assign Rule window, select User Assigned Rule or Team Assigned Rule and then select the rule name.

  6. Click Done and then click Save.

Troubleshooting Suggestions

The following are suggested fixes if you experience issues while setting up Presence Sync with Microsoft Teams:

Issue Suggested Fixes
User cannot see the Adapters navigation option in CXone The user must have the Adapters permission toggled on.
User is unable to map accounts between CXone and Microsoft

Ensure that:

  • Only the administrator with the MS Directory and Presence Sync permission can map the accounts. A CXone Account Representative cannot map accounts for you via impersonation.

  • The user trying to map accounts has the necessary permissions.

  • The administrator user has the necessary access key permissions enabled. This ensures they can communicate with Teams.

  • Your Azure app details are correct and valid.

  • Your Azure app has the correct permissions.
Agent states are not changing in either CXone or Teams for a user Ensure that the Presence Sync rules are created and applied to the user and that the user is mapped successfully.
Agent states are not changing in either CXone or Teams Check for any subscription errors.
Agent states are not changing in Teams Check if the details used when mapping your CXone and Teams accounts are correct.