Setting up the Webex Contact Center integration with Microsoft Teams

See also

Sources

1. 1
   To set up the Microsoft Teams connector, the administrator needs a Microsoft Azure account that holds the Global Administrator or Privileged Role Administrator role.

   Integrate Webex Contact Center with Microsoft Teams · Integrate Webex Contact Center with Microsoft Teams, Before you begin · Checked 2026-09-30
2. 2
   For the Cisco Call app, presence sync stays active only if users use the Cisco Call integration at least once every 90 days.

   Configure Cisco Call for Microsoft Teams · Configure Cisco Call for Microsoft Teams, presence sync note · Checked 2026-09-30
3. 3
   For the Cisco Call app's presence sync, admin consent in the Teams admin center covers Microsoft Graph Presence.Read.All plus Presence.ReadWrite.All and/or the delegated Presence.ReadWrite permission.

   Configure Cisco Call for Microsoft Teams · Configure Cisco Call for Microsoft Teams, presence sync / grant admin consent · Checked 2026-09-30
4. 4
   To create the connector, sign in to Control Hub, open Contact Center under Services, open Integrations under Tenant Settings, choose Set Up on the Microsoft Teams connector, then choose Authorize, sign in with Azure credentials and accept the requested permissions.

   Integrate Webex Contact Center with Microsoft Teams · Integrate Webex Contact Center with Microsoft Teams, procedure · Checked 2026-09-30
5. 5
   To deactivate the connector, choose Deactivate from View/Edit details and confirm the pop-up. The status changes to Inactive, and the same path reactivates it.

   Integrate Webex Contact Center with Microsoft Teams · Deactivate or reactivate Microsoft Teams connector · Checked 2026-09-30
6. 6
   Deleting the connector removes it from Webex Contact Center, but the Microsoft Azure authorization stays active. Cisco tells administrators to delete the enterprise application from Microsoft Azure as well.

   Integrate Webex Contact Center with Microsoft Teams · Delete Microsoft Teams connector, note · Checked 2026-09-30
7. 7
   The Microsoft Teams connector must be deactivated before it can be deleted. Deleting it removes all integration with Microsoft Teams.

   Integrate Webex Contact Center with Microsoft Teams · Delete Microsoft Teams connector · Checked 2026-09-30
8. 8
   The agent guide places the related Desktop configuration at Control Hub > Contact Center > Tenant Settings > Desktop and at Control Hub > Contact Center > Desktop Experience > Desktop Profiles > Collaboration.

   Manage your calls in Agent Desktop · Consult / transfer sections, note on Microsoft Teams configuration · Checked 2026-09-30
9. 9
   Turning on the optional Display user details toggle in the connector's Desktop features section lets agents see experts' presence and search Microsoft Teams users by name, department and role when they start a consult or transfer.

   Integrate Webex Contact Center with Microsoft Teams · View or edit the details of Microsoft Teams connector, Desktop features · Checked 2026-09-30
10. 10
    In a desktop profile, the Collaboration section's Microsoft Teams/Webex App settings have three toggles: Display user details in Microsoft Teams, Display user details in Webex App, and State synchronisation in Microsoft Teams/Webex App.

    Manage desktop profiles · Create a desktop profile, Collaboration section, Microsoft Teams/Webex App · Checked 2026-09-30
11. 11
    Microsoft Teams/Webex App must be turned on at the tenant level for the State synchronization and Display user details desktop profile settings to work correctly.

    Manage desktop profiles · Create a desktop profile, Collaboration section, note · Checked 2026-09-30
12. 12
    Cisco's article says that from July 2024 Microsoft planned to phase out the website embed method in Teams, so Desktop opens in a new browser tab instead of loading inside Teams.

    Access Webex Contact Center Desktop inside Microsoft Teams · Access Webex Contact Center Desktop inside Microsoft Teams, important note · Checked 2026-09-30
13. 13
    Webex Contact Center Desktop inside Teams is compatible with the stable native Microsoft Teams apps on Windows and macOS. Embedding it in the web or mobile editions of Teams is not supported.

    Access Webex Contact Center Desktop inside Microsoft Teams · Access Webex Contact Center Desktop inside Microsoft Teams, supported platforms note · Checked 2026-09-30
14. 14
    In the current new Teams client (non-education tenants), a Website tab set up as Cisco describes probably works as a launcher that opens Desktop in a browser, not as an embedded pane. Cisco's January 2025 article documents no Cisco-published Teams tab app that replaces it.inferred

    Access Webex Contact Center Desktop inside Microsoft Teams · important note, read with Microsoft devblog body · Checked 2026-09-30
15. 15
    Users open Desktop from the channel tab with Pop out. With the pop-out open, going back to the channel Desktop tab starts a new Desktop sign-in and shows a Multiple sign-in alert.

    Access Webex Contact Center Desktop inside Microsoft Teams · Access Webex Contact Center Desktop inside Microsoft Teams, notes after procedure · Checked 2026-09-30
16. 16
    Cisco's documented method is to open the Teams channel, choose + to add a tab, pick Website, enter the Desktop URL and a tab name, and save. Cisco says embedding Desktop in Teams any other way is not supported.

    Access Webex Contact Center Desktop inside Microsoft Teams · Access Webex Contact Center Desktop inside Microsoft Teams, procedure · Checked 2026-09-30
17. 17
    The Microsoft Teams states that can be mapped to Webex Contact Center are Do not disturb, On a call and Presenting.

    Integrate Webex Contact Center with Microsoft Teams · Synchronize Microsoft Teams states with Webex Contact Center idle codes, body · Checked 2026-09-30
18. 18
    Granting tenant-wide admin consent lets all users access the application by default, unless the app requires user assignment and users or groups are assigned to it.

    Grant tenant-wide admin consent to an application · introduction, paragraph 3 · Checked 2026-09-30
19. 19
    To review or grant an app's permissions, open Entra ID > Enterprise apps > All applications in the Microsoft Entra admin center, select the app and choose Permissions under Security.

    Grant tenant-wide admin consent to an application · Grant tenant-wide admin consent in Enterprise apps pane, steps 2-5 · Checked 2026-09-30
20. 20
    A Privileged Role Administrator can grant tenant-wide admin consent for any permission on any API. Cloud Application Administrator, AI Administrator and Application Administrator can grant it for any permission except Microsoft Graph app roles (application permissions).

    Grant tenant-wide admin consent to an application · Prerequisites · Checked 2026-09-30
21. 21
    Microsoft's recommended replacement for Website tabs is a custom Teams tab app that wraps the web content in a Teams app package.

    Upcoming updates to loading websites in Teams tabs · Upcoming updates to loading websites in Teams tabs, developer guidance · Checked 2026-09-30
22. 22
    Microsoft suggests considering deactivation before deleting an enterprise application. Deactivation stops token issuance and user sign-in but keeps the application's configuration.

    Delete an enterprise application · Important note · Checked 2026-09-30
23. 23
    A deleted enterprise application stays suspended in the recycle bin for 30 days and can be restored during that time. After that it is hard deleted automatically.

    Delete an enterprise application · introduction · Checked 2026-09-30
24. 24
    To delete an enterprise application in the Microsoft Entra admin center, go to Enterprise apps, select the app, open Properties and choose Delete. You need Cloud Application Administrator, Application Administrator or service principal owner rights.

    Delete an enterprise application · Prerequisites; Delete an enterprise application using Microsoft Entra admin center · Checked 2026-09-30
25. 25
    Microsoft announced that from July 2024 the new Teams desktop and web clients open Website tab links in a new browser tab instead of inside Teams, and that existing Website tabs become bookmarks.

    Upcoming updates to loading websites in Teams tabs · Upcoming updates to loading websites in Teams tabs, body · Checked 2026-09-30
26. 26
    The Microsoft Teams connector is compatible with the next-generation media platform. It may work on other media platforms, but Cisco TAC supports it only on the next-generation media platform.

    Integrate Webex Contact Center with Microsoft Teams · Integrate Webex Contact Center with Microsoft Teams, platform compatibility note · Checked 2026-09-30
27. 27
    In Agent Desktop, the consult and transfer request dialogs have an Organization tab where agents look up subject matter experts.

    Manage your calls in Agent Desktop · Consult a call / Transfer a call, Organization tab · Checked 2026-09-30
28. 28
    The Contact Center connector article does not name the Microsoft Graph permissions accepted during Authorize. Because the connector depends on the Calling presence sync toggle, administrators may also need the Cisco Call presence consent, but no Cisco source confirms this.inferred

    Integrate Webex Contact Center with Microsoft Teams · procedure step accept requested permissions, read with Cisco Call presence sync section · Checked 2026-09-30
29. 29
    When the Microsoft Teams connector is created, the system automatically turns on the Presence sync toggle in the Microsoft Teams integration settings under Calling services.

    Integrate Webex Contact Center with Microsoft Teams · Integrate Webex Contact Center with Microsoft Teams, important note on Presence sync toggle · Checked 2026-09-30
30. 30
    If an administrator turns off the Presence sync toggle, the integration is disrupted and the Microsoft Teams connector does not work properly.

    Integrate Webex Contact Center with Microsoft Teams · Integrate Webex Contact Center with Microsoft Teams, important note on Presence sync toggle · Checked 2026-09-30
31. 31
    Fetching an expert's presence and contact information can be delayed, so agents should refresh or reload the search result to get updated presence.

    Manage your calls in Agent Desktop · Consult a call / Transfer a call, note · Checked 2026-09-30
32. 32
    The Presence sync toggle is in Control Hub under Services > Calling > Settings, on the Webex App tab, in the Microsoft Teams integration section.

    Integrate Webex Contact Center with Microsoft Teams · Integrate Webex Contact Center with Microsoft Teams, important note on Presence sync toggle · Checked 2026-09-30
33. 33
    The final step of Cisco's state synchronization procedure is to turn on the matching toggle (Microsoft Teams or Webex App) in the desktop profile.

    Integrate Webex Contact Center with Microsoft Teams · Synchronize Microsoft Teams states with Webex Contact Center idle codes, procedure last step · Checked 2026-09-30
34. 34
    Cisco says the Microsoft Teams connector lets Webex Contact Center agents find the right subject matter expert, see whether that expert is available, and contact them for help.

    Integrate Webex Contact Center with Microsoft Teams · Integrate Webex Contact Center with Microsoft Teams, introduction · Checked 2026-09-30
35. 35
    Agents can search for a subject matter expert by first name, role, department or phone number. A phone number search needs the complete number.

    Manage your calls in Agent Desktop · Consult a call / Transfer a call, Organization tab · Checked 2026-09-30
36. 36
    Only subject matter experts who have a business phone number assigned appear in the agent's search list.

    Integrate Webex Contact Center with Microsoft Teams · Synchronize Microsoft Teams states with Webex Contact Center idle codes, note · Checked 2026-09-30
37. 37
    The Cisco articles describe no group-based, department-based or other scope filter for the expert directory. The only documented control over which Teams users agents can find is whether the user has a business phone number.inferred

    Integrate Webex Contact Center with Microsoft Teams · whole article, read with Manage your calls in Agent Desktop (Organization tab) · Checked 2026-09-30
38. 38
    Agents who use Desktop inside Microsoft Teams can consult with or transfer calls to Microsoft Teams users only when SSO is enabled in the Microsoft Azure account.

    Manage your calls in Agent Desktop · Consult a call / Transfer a call, note on Desktop inside Microsoft Teams · Checked 2026-09-30
39. 39
    To turn on presence synchronization, open View/Edit details on the Microsoft Teams connector (Contact Center > Tenant Settings > Integrations) and turn on State synchronization in the Desktop features section.

    Integrate Webex Contact Center with Microsoft Teams · Synchronize Microsoft Teams states with Webex Contact Center idle codes, procedure steps 1-5 · Checked 2026-09-30
40. 40
    After authorization completes, the Microsoft Teams connector shows the status Active.

    Integrate Webex Contact Center with Microsoft Teams · Integrate Webex Contact Center with Microsoft Teams, procedure final step · Checked 2026-09-30
41. 41
    Supervisors, as well as agents, can connect with subject matter experts in real time through the Microsoft Teams integration.

    Integrate Webex Contact Center with Microsoft Teams · Integrate Webex Contact Center with Microsoft Teams, note · Checked 2026-09-30
42. 42
    After synchronization has started, presence can take up to 12 seconds to synchronize between the two platforms.

    Integrate Webex Contact Center with Microsoft Teams · Synchronize Microsoft Teams states with Webex Contact Center idle codes, note · Checked 2026-09-30
43. 43
    Cisco's example: when an agent is on a non-contact-center call in Microsoft Teams, the agent's status is synchronized into Webex Contact Center Desktop and calls are not routed to that agent.

    Integrate Webex Contact Center with Microsoft Teams · Synchronize Microsoft Teams states with Webex Contact Center idle codes, example · Checked 2026-09-30
44. 44
    When an agent signs in for the first time, presence may take up to 40 minutes to start synchronizing.

    Integrate Webex Contact Center with Microsoft Teams · Synchronize Microsoft Teams states with Webex Contact Center idle codes, note · Checked 2026-09-30
45. 45
    If the agent, a supervisor, RONA or any other cause unrelated to presence set the last Desktop state, the next state received from Microsoft Teams is not applied.

    Integrate Webex Contact Center with Microsoft Teams · Synchronize Microsoft Teams states with Webex Contact Center idle codes, state transition notes · Checked 2026-09-30
46. 46
    Presence synchronization updates the agent's presence on both platforms automatically, which lowers the chance of RONA. Agents no longer have to set themselves unavailable by hand when they are busy with non-contact-center work.

    Integrate Webex Contact Center with Microsoft Teams · Synchronize Microsoft Teams states with Webex Contact Center idle codes, introduction · Checked 2026-09-30
47. 47
    If presence sync triggered the last state change, the next transition back to Available or Idle through presence sync happens as expected.

    Integrate Webex Contact Center with Microsoft Teams · Synchronize Microsoft Teams states with Webex Contact Center idle codes, state transition notes · Checked 2026-09-30
48. 48
    When a call is active in Microsoft Teams, presence synchronization automatically sets Agent Desktop to the Idle state.

    Integrate Webex Contact Center with Microsoft Teams · Synchronize Microsoft Teams states with Webex Contact Center idle codes, note · Checked 2026-09-30
49. 49
    Cisco documents a separate Microsoft Teams telephony integration for Webex Contact Center. It routes skill-based inbound calls from the Microsoft phone system to agents, lets agents handle calls from the Teams interface, and lets them conference and transfer to users registered on the Microsoft phone system.

    Microsoft Teams and Webex Contact Center Telephony Integration · Microsoft Teams and Webex Contact Center Telephony Integration, overview · Checked 2026-09-30
50. 50
    Cisco lists two requirements for Microsoft Azure user accounts: a business phone number in E.164 format, and a job title and department.

    Integrate Webex Contact Center with Microsoft Teams · View or edit the details of Microsoft Teams connector, prerequisites · Checked 2026-09-30
51. 51
    The next generation media platform is the default for all new Webex Contact Center trials and subscriptions during activation.

    Set up voice channels for Webex Contact Center · voice platform statement near the top of the article · Checked 2026-09-30
52. 52
    The minimum supported Agent Desktop browsers are Chrome 144+, Microsoft Edge 144+ and Firefox 140+. Cisco recommends the latest stable versions.

    System requirements for Webex Contact Center Desktop · Supported browsers table, Minimum column · Checked 2026-09-30

Documents

Cite this page

WarmTransfer. (2026, September 30). Setting up the Webex Contact Center integration with Microsoft Teams. WarmTransfer. https://warmtransfer.net/guides/wxcc-teams-integration-setup

@misc{warmtransfer-wxcc-teams-integration-setup,
  title  = {Setting up the Webex Contact Center integration with Microsoft Teams},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/wxcc-teams-integration-setup},
  note   = {Verified 2026-09-30}
}