Attendant console in Microsoft Teams

What it is for

The attendant console can be embedded in Microsoft Teams as a personal app. The attendant opens it in the Teams app bar and signs in with the active Teams account. The password is not transmitted to EasyUC. Teams loads the page of the attendant console from your own EasyUC server.

The app is internal to the tenant. Every operator manages its own Entra app registration and uploads its own app package to Teams. There is no publication in the public Teams Store.

Independent of this is the question of which device the attendant uses to talk. The Microsoft Teams app and a Teams desk phone are available as devices. With both, the attendant answers the call in Teams.

Prerequisites

Licence modules acd and teams.
A fully qualified DNS name for EasyUC and HTTPS on port 443 with a certificate chain that Teams and browsers trust. Plain IP addresses and self-signed certificates are unsuitable for a Teams tab.
Pages with a privacy policy and terms of use that can be reached over HTTPS.
In Microsoft Entra: permission to create an app registration. In the Teams admin center: permission to upload and approve a custom app.
A Teams tenant connected in EasyUC. The attendants are assigned to the console with their Teams account (UPN) or with a Teams device.
The app package is generated with a tool that is supplied with the product. Contact the manufacturer or your system administrator for this.

Step by step: Register the Entra app

In the Microsoft Entra admin center, open Identity → Applications → App registrations → New registration.
Enter a name, for example EasyUC Attendant, and select Accounts in this organizational directory only. Do not enter a redirect URI.
Note down Directory (tenant) ID and Application (client) ID.
In the manifest of the app, set the value requestedAccessTokenVersion under api to 2.
Under Expose an API, create the Application ID URI api://<fqdn>/<client-id>.
Create the delegated scope access_as_user (consent by admins and users, enabled).
Under Authorized client applications, enter the two Teams clients from Microsoft (Teams desktop/mobile and Teams web) and authorize the scope for them.

Step by step: Upload and approve the app package

Have the app package generated for your host name and your client ID. It contains exactly manifest.json, color.png and outline.png and neither passwords nor client secrets.
Open the Teams admin center and there Teams apps → Manage apps.
Click Actions → Upload new app and upload the ZIP file.
Approve the app for the group of attendants. It appears under Built for your org.
If required, use a setup policy to install the app automatically and pin it in the app bar.

Step by step: Sign in to Teams and answer calls

In Teams, open the app EasyUC Attendant. The page shows Attendant console in Microsoft Teams.
Click Sign in with Teams. EasyUC uses your active Teams sign-in.
Select your device, for example Microsoft Teams (softphone), and click Start.
When a call appears, answer it in Microsoft Teams. The console shows Please answer in Microsoft Teams. for this.

Fields and options

Fields and options
Field / action	Meaning and use
Application ID URI	`api://<fqdn>/<client-id>`. Must match the value in the app package exactly.
Scope	`access_as_user`. Signing in to the EasyUC server requires no Microsoft Graph permission and no client secret.
App package	Personal installation scope, manifest according to Teams schema 1.22. For an update, use the same client ID and increase the version number.
Sign in with Microsoft	In the browser outside Teams: sign-in through a Microsoft window or a sign-in code. With several organizations, select your own under Microsoft organization.
Device Microsoft Teams app	Answer in Microsoft Teams. Teams rings the user: all Teams devices of this account ring at the same time.
Device Microsoft Teams desk phone	Answer on the Teams phone. Teams-certified desk phone, signed in with the account of the attendant.
Paths	The overview and the checklist show per path which calls reach a Teams device. After answering a Teams call, the attendant controls hold, hang up and transfer in the Teams client.

Check the result and narrow down errors

The app opens the attendant console inside Teams, and after Sign in with Teams the device selection appears.
The attendant console could not be initialized in Microsoft Teams. Please reopen it in Teams. The page was not loaded from within Teams, or embedding is blocked. Check the host name and the certificate.
Sign-in with your Microsoft Teams account failed. Please try again. Check the Application ID URI, the scope and the authorized client applications.
This Microsoft account is not enabled for the attendant console. The account is not assigned to any attendant. Enter the Teams account for the attendant.
Microsoft sign-in has not been fully configured yet. Please contact your administrator. or No organization has been configured for Microsoft sign-in yet.
The Microsoft sign-in window was blocked. Allow pop-ups for EasyUC and try again.
The page stays empty in Teams: the web server must not forbid embedding by Teams. EasyUC allows it only for the entry page of the attendant console; an upstream proxy must not overwrite the header.
Calls are not delivered although the attendant is ready: switch off voicemail and forwarding on no answer for the Teams user and check the path for Teams devices in the checklist.