Available with Summer Release 2025

 

Prerequisites Unaric Voice MS-Teams Add-In

 

Before users can use the Unaric Voice MS-Teams Add-In, ensure that:

•The user is part of a Teams Setup (must be added as a Call Center User).

•The MS-Teams Premium license is active in the Salesforce org.
If no valid license is found in the Teams Add-In configuration, the fields will be disabled and the Save button will be hidden.

•The 'Enable MS-Teams Add-In' checkbox is selected in the Add-In configuration (see below).

•The Scheduler for the Unaric MS-Teams Connector is active (details below).

•The Presence State User Logout Check is enabled (details below).

•The ACD package is configured if you want to log calls as Salesforce tasks or use caller name lookup.

•The Unaric Voice MS-Teams Add-In is be added to MS-Teams.

 

If any of these are missing, the Add-In will not function in MS-Teams.

 

 

You can find the Mirage Configuration - MS-Teams Add-In in Salesforce as a separate tab (custom object). This setup is linked via a lookup field from the Phone System Setup.

 

 

 

Configuration Fields

 

•Name: Internal name of this Add-In configuration record. Example: Mirage MS-Teams Connector – Teams Add-In

•Enable MS-Teams Add-In: Activates the Add-In for this setup. Must be enabled for any Teams-related functionality to work.

•Show Option: Do not Save: Shows a checkbox in the Unaric Voice Teams app, allowing users to opt out of logging individual calls in Salesforce.

•URL to Save Calls into Salesforce: Must be created via the Mirage ACD Setup > Create Activities tab. Replace <enter_pbx_token> with the PBX token before saving.

•URL to Lookup Caller Details: Endpoint used to look up caller names or related info. Must be created via the Mirage ACD Setup > Data Lookup tab. Also requires replacing <enter_pbx_token>.

 

 

 

Important Notes & Validation

 

Field Validation

•Both URL fields (URL to Save Calls into Salesforce and URL to Lookup Caller Details) must start with https://.

•If not, a red validation error will appear, and the save will be blocked.

 

License Validation

•If no valid license is found in the Teams Add-In configuration, the fields will be disabled and the Save button will be hidden.

 

Scheduler and Presence State Checks

•The system verifies that the MS-Teams Login Scheduler and the Presence State User Logout Check are enabled.

•If either is missing, a red error message with a link to the configuration page is displayed. You must fix these before saving.

•Scheduler:

oIf you make any changes to the Microsoft Teams Add-In configuration in Salesforce (e.g. enabling or disabling the “Do not Save” option), these updates are not applied instantly in the Unaric Voice app.

oChanges will only take effect after the next run of the MS Teams Login Scheduler in your Salesforce org.

oRecommendation: Run every 15 minutes to keep configurations up to date with minimal delay.

 

•Presence State User Logout Check: If the Presence State User Logout Check is not enabled in the org, an error appears:

Clicking here opens the relevant configuration page in a new browser tab.

oWhen a user is logged into Salesforce and using the Add-In, Salesforce handles call logging.

oIf the user logs out of Salesforce, the Add-In must take over task logging.
To make this work, the logout event stream must be enabled in the org.

oKnown limitation: logout events are not triggered when a Salesforce session times out.

oIf a user simply wants to stay logged into Salesforce but stop receiving calls, they can select the Logout presence state in the Salesforce softphone.

 

 

 

Sandbox

 

1.The Unaric Voice MS-Teams Add-In can be configured for both sandbox and production org.

2.Scheduler for Mirage MS-Teams Connector must be enabled in an org to be able to configure Unaric Voice MS-Teams Add-In.

3.Running schedulers in both production and sandbox orgs for the same tenant can lead to inconsistent user data being transmitted to the Mirage cloud service.

4.To avoid conflicts, it's recommended to disable the corresponding checkbox in the sandbox environment when multiple orgs share the same tenant.
Or its required to have a separate Teams user and an own bot for Sandbox.