The Mirage MS-Teams integration uses MS Teams as the phone system, but some differences that arise from the Mirage integration are important to understand.

 

Therefore, this chapter should be read as it explains the differences in configuration. There is also a chapter, Things to Know which explains differences in the user experience.

 

 

Required changes in MS Teams setup

The existing setup must be changed if one of the following features is used.

 

Call Redirection

A call redirection to Voice APP is not supported. For IVR and Queue, you need to redirect to an External Phone Number (a number in your number block). In rare cases, a SIP trunk provider could charge that, but typically it is treated as an internal call, and the SBC will not route it again like a real external call.

 

Text to speech

Text to speech (greeting) used in queues is not supported. The text needs to be converted to an audio file. Details.

 

Audio file (greeting, on-hold music)

Audio files used in queues must be converted to a specific format and sample rate and uploaded to Azure. Details. Default on hold-music requires no changes.

 

Redirect to Shared Voicemail

A queue per shared voicemail needs to be defined

 

 

Announcement - An unknown user has joined the call

If this announcement is made during a call, the following configuration change is required.

 

 

 

Differences in call behavior

 

Queues

You can have Salesforce and Non-Salesforce users in one queue. If a caller terminates a call before an agent answers, the Microsoft Teams Toaster will still signal the call which must be terminated manually. In the CTI Data Connector SoftPhone a message is displayed that the call was terminated by the caller, while the Non-Salesforce users do not get a message.

 

The MS Teams configuration Busy on Busy is configurable for each presence state and therefore far more flexible than Busy on Busy

 

Answering Rules with direct extension calls

If a call is not answered, a timer configured in the CTI Data Connector SoftPhone is started first.

 

If the configuration is: Use MS Teams settings, the call is redirected to the Microsoft Teams  APP answering rule. While the second timer is active, the call in Salesforce ends, but the call still rings in the Microsoft Teams APP.  For this reason, the timer in the CTI Data Connector SoftPhone should be set to maximum 10 to 15 seconds and the timer in the Microsoft Teams APP to 10 seconds.

 
Sandbox

If you switch between Production and Sandbox, you must logout in the CTI Data Connector SoftPhone in production. In case you switch back from Sandbox to Production, you must logout in Sandbox. Otherwise presence state and call events will be mixed.

 

 

 

Other limitations or restrictions

 

BOT

There can be only one BOT per Microsoft Teams tenant. If you have multiple  Microsoft Teams tenants, you need one BOT per tenant. Multiple domains per tenant are supported.

 

Additional information

 

See overview: MS Teams - Direct Integration

See overview: Queues