Make scripts reachable through Microsoft Teams

What it is for

A script can answer calls that are dialled in Microsoft Teams or that arrive from the telephone network through Teams. The call then reaches EasyUC through the integrated Session Border Controller and runs through the same call flow as a CUCM call.

There are three entries. With Direct Routing, EasyUC manages the voice route to its own SBC itself. With Operator Connect through Teams forwarding, a Teams service account carries the Operator Connect number and forwards immediately to a Direct Routing pilot number; the SBC assigns the call to the script through the History-Info. With Operator Connect over a public destination, the number stays with the operator and is forwarded over the telephone network to a separate destination number; EasyUC does not set up a runtime path of its own for this.

Microsoft does not document the path through the Teams forwarding. The user interface therefore marks it with not documented by Microsoft.

Prerequisites

• Licence module teams. For scripts with a CUCM number, additionally cucm.
• Permission for scripts: ROLE_APP_ACD_WORKSPACE with ROLE_APP_ACD_SCRIPTS and ROLE_APP_ACD_SCRIPTS_EDIT, without the ACD module ROLE_APP_TEAMS_WORKSPACE with ROLE_APP_TEAMS_SCRIPTS and ROLE_APP_TEAMS_SCRIPTS_EDIT. Administrators with ROLE_APP_ADMIN, ROLE_OWNER, ROLE_ADMIN or ROLE_SUPER_ADMIN have all permissions of the area.
• A connected, active Teams tenant with SBC and trunk set up (chapters "Set up the Teams SBC" and "Teams tenant and Graph connection"). Without a tenant, the form shows: No Teams tenant is connected yet. Add one under Session Border Controller first.
• For setting the voice route automatically: an app registration at the tenant. Without it, the route is only set while a Teams admin is signed in on the tenant page.
• For Operator Connect through Teams forwarding: for each inbound number, a separate Teams service account with a Teams Phone licence and Enterprise Voice, to which the Operator Connect number is assigned, and a free Direct Routing number as the pilot. ForwardCallHistory must be switched on at the EasyUC gateway in Teams.

Step by step: Direct Routing

1. Open Calling Features → Calls → Calling Features and click Edit at the script.
2. Switch on Reachable via MS Teams. For a script without a CUCM number, select Microsoft Teams only at Reachable via at the top instead.
3. Select the tenant under Teams tenant.
4. Select the Direct Routing tile under Call entry.
5. Enter the number in international format under Number dialled in Teams, for example +49 40 1234567.
6. Click Save. EasyUC sets the voice route for this number in Teams.
7. Wait for the message Route in Teams set. In the meantime, Updating the route in Teams … is shown there; this can take up to two minutes. You can leave the page, the result also appears in the script list.

Step by step: Operator Connect through Teams forwarding

1. Open the script with Edit, switch on Reachable via MS Teams and select the Teams tenant.
2. Select the Operator Connect through Teams forwarding tile under Call entry.
3. Add the inbound numbers under Operator Connect numbers: with Add a number from the inventory or Add a number by hand. At most 10 numbers are possible per script.
4. In each row, enter the OC number and the Teams service account (UPN) to which the number is assigned.
5. Under Pilot number (Direct Routing), enter a Direct Routing number that is not assigned to any user or resource. Under Suggestions, EasyUC offers free pilot numbers and pilot numbers that are already shared.
6. Click Save. The saved state is always what is checked and set up.
7. Click Check now. EasyUC reads through the PowerShell service whether user, number, policy, forwarding and pilot match. Nothing is changed in the process.
8. In a row with an error or a note, click Set up forwarding.
9. Leave Assign the policy (EasyUC voice routing policy) and Set forwarding (immediately to the pilot number) ticked. If the user already forwards elsewhere, additionally set Replace the existing forwarding.
10. Click Preview, check the Planned steps and click Run. Confirm the prompt.
11. Click Check now again and call the Operator Connect number from outside.

Step by step: Operator Connect over a public destination

1. Open the script with Edit, switch on Reachable via MS Teams and select the Teams tenant.
2. Select the Operator Connect over a public destination tile under Call entry.
3. Select the public inbound number under Operator Connect number. Use Search to narrow down the list.
4. Under Public EasyUC destination, enter a separate public number that already reaches this EasyUC server through CUCM, a SIP provider or another PSTN connection.
5. Click Save.
6. Set up the forwarding from the Operator Connect number to the EasyUC destination at the operator or at your PBX/SIP entry. EasyUC only stores the assignment to the script and does not create a Direct Routing route for the Operator Connect number.

Fields and options

Check the result and narrow down errors

• In the script list, the Teams number with the entry is shown below the number. With the Teams forwarding, additionally via pilot with the pilot number and the check status.
• The route in Teams was not updated or Updating the route in Teams failed, each with a reason: Open the tenant with Open the tenant page and check the app registration or the Teams admin sign-in.
• Die Teams-Nummer muss im internationalen Format mit führendem + angegeben werden, zum Beispiel +49 40 1234567. (The Teams number must be given in international format with a leading +, for example +49 40 1234567.)
• Bitte den Teams-Tenant auswählen, über den das Script erreichbar sein soll. (Please select the Teams tenant through which the script is to be reachable.)
• The Operator Connect number and the pilot number must differ so that no call loop arises.
• The number … is the Teams device of an attendant console. A transfer to it would run back into EasyUC through the forwarding (call loop). Please use a dedicated service account.
• The number … is already used in this tenant (script "…"). Per tenant, a number leads to exactly one script.
• Das EasyUC-Gateway in Teams sendet keine History-Info (ForwardCallHistory ist aus). (The EasyUC gateway in Teams does not send History-Info; ForwardCallHistory is off.) Without it, the SBC cannot assign a forwarded Operator Connect number. Switch on ForwardCallHistory at the gateway.
• The PowerShell service for Microsoft Teams is not reachable. Check and setup are then not possible; use the manual setup guide.
• Limits of the Teams forwarding according to the user interface: Each inbound number needs a service account with a Teams Phone licence. How many calls run through one user number at the same time has not been tested. The user can change the forwarding on their own, so check the state regularly.