Microsoft Teams Voice Connector
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What it’s about
XCALLY gives you the opportunity to use Microsoft Teams (voice) with your XCALLY instance.
Your XCALLY Agents could forward incoming calls, for example from Customers, to colleagues or other users using Microsoft Teams.
Moreover, Microsoft Teams users can contact XCALLY telephones or use a SIP trunk associated to XCALLY to make calls.
XCALLY team provides all the necessary configurations to redirect the calls from XCALLY to Microsoft Teams and vice versa.
You just have to meet the server requirement listed below and create telephones users with specific properties on your XCALLY interface.
How to set up
Requirements
You must have XCALLY Microsoft Teams Connector add-on.
Please contact our Sales team for further information!
Microsoft Office 365 domain Account with Global and Teams administrator access, in order to get the MS Teams directory synchronization
Microsoft Office 365 License:
at least 1 available license Microsoft 365 Business Basic, Standard or Premium, or E3 or E5
at least 1 available license Microsoft Teams Phone Standard
Login to Microsoft 365 Licenses with Admin credentials → https://admin.microsoft.com/adminportal/home#/licenses
Go to Billing section → Licenses
Be sure to have:
at least 1 available license Microsoft 365 Business Basic, Standard or Premium, or E3 or E5
at least 1 available license Microsoft Teams Phone Standard
You must hold a Microsoft Azure Portal licence and have permissions to add and modify apps
XCALLY FQDN (Fully Qualified Domain Name) server (es. xcally.mycompany.com)
You must open the following ports on your server from teams.xenialab.com.
SIP: UDP 5060-5061
RTP: UDP range 10000-20000
XCALLY Telephone Configuration
Create Telephones
In order to let Microsoft Teams users receive internal calls from your XCALLY, you must create Telephones under XCALLY Staff. Telephones are PBX extensions that uses the SIP connection (the telephone account can manage only the voice channel interactions).
After created. these Telephones users will be matched to Microsoft Teams users by XCALLY Team.
To create Telephones:
Go to Telephones, under Staff section.
Click on the button on the right button:
Create a new telephone, with specific properties (in red):
Account Name: Choose the name of the Account
Username: Choose the Telephone username. It must be in number format and equal to the Internal number.
Email: Enter the user email
Password: Select a password
Confirm Password: Confirm the selected password
Description: (Optional field) Enter a description
Auto generate internal number: DO NOT SELECT THIS TOGGLE
Internal: Enter the Internal number, that must be equal to the Username.
Save data just entered and click on Add Telephone
Provide the list of all the Telephones (email, user and password) to XCALLY team.
Check Telephones' status
To check if the SIP users are active, check telephones’ status.
Go to the Voice Realtime section and check telephones' status under Telephones tab.
This section shows list of all telephones in the system with information about their internal number, phone state and phone status:
If the Phone state is in green, the telephone is not in use.
If the Phone status is in green, the telephone’s SIP is registered and reachable.
Microsoft Teams users' presence
In order to see MT users’status, it is necessary to create and enable a single-page app on Azure Portal, that will be associated to XCALLY.
Azure Portal Configuration
Login to your Microsoft Azure Portal Account
Access to Azure Active Directory service
From the Menu, access App registration section and click on New registration
Select “Accounts in this organization only” can use or access this API; then click on Register
From the Menu, go to Overview section
Save The Application (client) ID and Directory (tenant) ID values. They will be needed during the XCALLY Configuration phase
From the Menu, access API permissions section and click on Add a permission
Select APIs from Microsoft Graph → Delegated permissions
Add the following permissions:
Presence.ReadWrite delegated
Presence.Read delegated
Presence.Read.All delegated
User.ReadBasic.All delegated
From the Menu, access Authentication section and click on Add a platform
Select Single-page application web app
In the configuration panel, insert the Redirect URIs, that is https://your.public.domain/dashboards/general (remember to replace your public domain)
(If you see this warning click on the link to enable migrate URIs for MSAL.js 2.0)
Select “Accounts in this organizational directory only” can use or access this API
Click on Save
XCALLY Configuration
It is possible to enable MT users' presence visibility to Agents from their Omnidesktop Interface.
From the Menu, go to the General Settings.
Under Microsoft Teams Voice Connector, click on “Enable presence fetching from Microsoft Teams”.
Enter the parameters of the application previously created in the Azure Portal:
MT Tenant ID: Insert the Directory (tenant) ID value
MT App ID: Insert the Application (client) ID value
Teams Connector is ready!
Microsoft Teams Connector for Agents
From the Agents' side, Microsoft Teams users' status can be checked by the Omnidesktop Interface under Agents presence section:
Access “Microsoft Teams” tab, click on MT Login, complete login procedure in the popup
Check MT Agents’ and Telephones' presence from the special columns:
Microsoft Teams Presence: MT colored status (i.e. green for available, red for busy, yellow for appear away)
Agent Presence: Status detailed information → Agent activity (i.e. Available, In a call)
To call the specific user or transfer the call, click on the phone icons (you can click here to explore documentation about transfer)
The MT user (i.e. Agent with a telephone associated to MT) receives a call.
The Agent name and caller number appears in the MT popup:
Moreover, Microsoft Teams users can contact XCALLY telephones or use a SIP trunk associated to XCALLY to make calls.