​Introduction 

Integration with Microsoft Teams allows the enablement of call centre agents to seamlessly connect with individuals within their organization who are not registered on Sprinklr, without directly sharing personal contact information. ​

Business Use Case 

Integration of Sprinklr Call Controls with Microsoft Teams provides a solution that facilitates the addition of the individuals to ongoing calls initiated by agents, ensuring effective communication while preserving privacy and security measures. This integration allows agents to seamlessly add individuals from their organization to calls, while also providing the capability to check their status beforehand. By leveraging this solution, agents efficiently connect with colleagues and stakeholders, improving communication within the organization. 

Configuration 

1. Enable the following Dynamic Property MICROSOFT_TEAMS_CHANNEL_ENABLED.  

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2. Register a new Application on Microsoft Azure (Admin Account). Follow the below steps: 

• Login to Microsoft Azure through Team’s admin account. Go to app registrations from the home page, and click on new application register.  

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• Enter the name of the application. 

• Select the second option as shown in above picture [Accounts in any organizational directory (Any Azure AD directory – Multitenant)] for application sharing.  

• In the Redirect URL column, enter the URL of the Sprinklr environment where you want to use this application. Basically, allowlist the URL. 

3. Get Application ID and Secret value for the Application. 

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4. Add Microsoft Teams Admin Account on Sprinklr. 

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5. Raise a request to enable the following DPs: 

• VOICE_MICROSOFT_TEAMS_SIP_DOMAIN <domain> - Enable this with specifying domain name on which transfer is to be made.  

Note:- Specify the SIP domain with the client on which the calls are to be transferred. For more help, client can contact the voice infrastructure team. 

• MICROSOFT_TEAMS_USER_PROFILE_SUMMARY_FIELDS – Enable this to switch on search on basis of Teams fields - "city,state,country,department,displayName" - This fields needs to be verified from previous list.  

• UNIVERSAL_PROFILE_RAISE_RULE_EVENT_ON_CREATION_ENABLED_CHANNELS – Enable Audience update rule, as it is required to specify channel profiles.  

• MICROSOFT_TEAMS_PRESENCE_SYNC_ENABLED true – To enable sorting based on Teams status, the status needs to be stored locally to sort profiles effectively.  

• com.spr.scheduler.jobs.microsoftteams.MicrosoftTeamsUserSyncJob every 1 day 1 time – automatically Schedule, syncs teams users with Sprinklr Teams Profile at the end of the day.  

• Com.spr.scheduler.jobs.microsoftteams.MicrosoftTeamsUserPresenceSyncJob - For specifying time after which Sprinklr will hit the APIs for Sprinklr presence.  

• Com.spr.scheduler.jobs.microsoftteams.MicrosoftTeamsSubscriptionRefreshJob - To renew subscriptions if it’s over. 

6. Now to add profile list from client’s admin account on Sprinklr: 

• Go to social accounts and then click on add account. 

• Search for teams, you will get 4 options: Microsoft Teams Admin, Microsoft Teams Bot, Microsoft Teams Channel, and Microsoft Teams Profile. 

• Go to the Microsoft Teams admin action dropdown, and select the white label option. 

• Add the App ID and Secret Value of the client’s Azure application after which a portal opens through which the admin adds his/her teams account on the Sprinklr platform. Once this is done automatically teams profiles start to sync on admin accounts profile.

7. After enabling the above DPs, create a Partner Profile List and a Global Role: 

• To create a Partner Profile List containing all the teams profiles: 

Go to all settings -> Manage Customer -> Global profile lists.

Add name and Flavour (Profile List) for the new partner profile list.

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• To create a global role: 

Just add the users you want the teams transfer config to be enabled for. 

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8. Now after creating partner profile list and global role, fetch their respective profile id and role id by using the Network call. You use this profile id and role id further in the call controls config to enable teams transfer in it. Create a support ticket and mention the name of the partner profile list and the global role used for teams enablement. Add teams in call controls.

9. Create an Audience Update Rule that adds teams users in the partner profile list created earlier. 

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• Above rule uses a Time Agnostic Trigger to update partner profile list. Use a similar trigger in other Audience update (Teams Profile Sync) rules. 

• Below image shows the rule trigger that is used for the above Audience Update (Team Profile Sync) rule: 

• The frequency of the above rule is 10 seconds. Set the frequency differently according to different use cases.

10. Now enable the call control configuration with relevant IDs and key details that need to be enabled to switch on teams transfer (Partner Profile ID and Global Role ID will also be used here). After enabling the above configuration, Teams transfer should be visible and working for all the users who are part of the global role created earlier.

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