CXone offers the ability to connect CXone routing and your agent application with Microsoft 365 — specifically the Teams application. If you would like to set up the Teams connectivity, contact your CXone Account Representative, as you must have access to the internal settings of your organization's
To begin the process, you must provide your FQDN to your Account Representative, have access to the direct connect for MS365 SKU from CXone, and also direct routing enabled on the MS365 tenant. To learn more about configuring direct routing, refer to online instructions from Microsoft for configuring direct routing for Microsoft Teams.
Additionally, if you would like the full Agent experience within Teams, contact your CXone representative about Agent for Microsoft Teams.
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