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4.8.7

EasyUC for Microsoft Teams

Make a script reachable via Microsoft Teams

Give a script a Teams number so that calls from Teams reach it through the SBC.

EasyUC · Version 4.8.7

In EasyUC: Calling Features → Create IVR (without the ACD module: EasyUC Teams → Teams → IVR Scripts) → Reachable via MS Teams

What it is for

The trunk alone does not lead anywhere yet. Only a script defines which number can be called from Teams and what happens to the call: announcement, menu, queue, agents or attendant console. For this you switch on Reachable via MS Teams in the script, select the tenant and enter the number.

Per tenant, a number leads to exactly one script. From Teams, the SBC accepts only calls to these script numbers and rejects every other number. When you save, EasyUC sets the voice route for the number in Teams itself.

A script can additionally have a CUCM number or be reachable through Teams only. Without the CUCM module every script is a pure Teams script.

Prerequisites

  • Licence module teams. Without this module the EasyUC Teams workspace does not appear.
  • Role EasyUC Teams with the sub-permissions SCRIPTS (ROLE_APP_TEAMS_SCRIPTS) and SCRIPTS bearbeiten (ROLE_APP_TEAMS_SCRIPTS_EDIT). With the ACD module, the permissions of the ACD area apply to scripts.
  • A Teams tenant exists and is active.
  • For automatic synchronisation of the route: an app registration at the tenant or a signed-in Teams administrator.
  • A number in international format that is to be dialled in Teams. It must not belong to another script in the tenant.

Step by step: Create a new script with a Teams number

  1. Open the script list. With the ACD module through the Calling Features workspace, without the ACD module through EasyUC Teams → Teams → IVR Scripts.
  2. Click Create IVR.
  3. Under Name, enter a name, for example Zentrale.
  4. If the CUCM module is active, choose either CUCM number or Microsoft Teams only under Reachable via. With Microsoft Teams only the script gets no CUCM number and no CTI route point.
  5. Tick Reachable via MS Teams. For a pure Teams script it is always ticked.
  6. Under Teams tenant, select the tenant. The selection shows the SBC hostname in brackets.
  7. Under Call entry, select the Direct Routing card.
  8. Under Number dialled in Teams, enter the number, for example +49 40 1234567.
  9. Fill in the remaining details of the script (language, voice, greeting) as described in the chapter on setting up an ACD/IVR script.
  10. Leave IVR enabled ticked and click Save.
  11. Wait for “Script saved.” and for the line “Route in Teams set” with your number. Teams can take a few minutes to apply the change.

Step by step: Make an existing CUCM script additionally reachable via Teams

  1. Open the script from the script list.
  2. Leave Reachable via on CUCM number.
  3. Tick Reachable via MS Teams.
  4. Select the Teams tenant and the Direct Routing card.
  5. Enter the Number dialled in Teams.
  6. Click Save. The script is then reachable through the CUCM number and through the Teams number.

Step by step: Check reachability

  1. Open EasyUC Teams → Teams → Teams Tenants and click the tenant.
  2. Under Scripts over this trunk, check that the script is listed with its number and the status Reachable.
  3. In the box Voice routes for the script numbers, check that Routes in Teams shows Up to date. Otherwise click Synchronise now.
  4. Call the number from a Teams client whose user has the EasyUC policy.

Fields and options

Field / actionMeaning and use
Reachable viaOnly with the CUCM and Teams modules: CUCM number or Microsoft Teams only. Switching to Microsoft Teams only removes the CTI route point in CUCM when you save; switching back creates it again.
Reachable via MS TeamsSwitches on the call entry through Teams for this script.
Teams tenantTenant through whose trunk the calls arrive. Mandatory when the Teams entry is switched on.
Call entryDirect Routing: EasyUC manages the voice route to its SBC. Operator Connect through Teams forwarding: see the separate chapter. Operator Connect over a public destination: transitional path without an EasyUC runtime path; EasyUC only stores the mapping.
Number dialled in TeamsInternational format with a leading +, 7 to 16 digits in total, at most 40 characters. Spaces, hyphens and brackets are removed.
Call Control GroupOnly for scripts with a CUCM number: group of CTI ports on which callers are held.
Call recordingRecord every call of this script with Keep recordings (days) from 1 to 3650 and confirmation of the legal notice.
IVR enabledWithout the tick the script is switched off. The tenant page then shows Script switched off, and the number is not accepted.

Check the result and narrow down errors

  • Success: the script form shows “Route in Teams set: …”, the tenant page lists the script as Reachable, and a call from Teams reaches the script’s greeting.
  • “No Teams tenant is connected yet. Add one under Session Border Controller first.” Create the tenant first.
  • “This tenant is switched off. Calls only arrive once it is active again.” Tick Trunk active at the tenant.
  • “Expected: + followed by the country code and the number, 7 to 16 digits in total.” Correct the format of the number.
  • “This tenant has no app registration stored. The route is then only set while a Teams admin is signed in on the tenant page.” Sign in or store an app registration.
  • “The route in Teams was not updated” or “Updating the route in Teams failed” Click Open the tenant page, check the sign-in and click Synchronise now there.
  • Status Number already used by another script on the tenant page: two scripts share the number. Change one of them.
  • „Ein reines Teams-Script ist nur über Microsoft Teams erreichbar: bitte „Über MS Teams erreichbar“ einschalten, den Teams-Tenant und einen vollständigen Eingangsweg wählen.“ Add the tenant and the number.
  • „Bitte die CUCM-Nummer angeben, unter der das Script in CUCM erreichbar ist.“ You chose CUCM number but entered no number.

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