# Setting up the Webex Contact Center integration with Microsoft Teams

Systems: Webex Contact Center

For Webex Contact Center administrators configuring Microsoft Teams integration.

Canonical: https://warmtransfer.net/guides/wxcc-teams-integration-setup

Last verified: 2026-09-30

The Microsoft Teams connector connects Webex Contact Center to Microsoft Teams to synchronize agent presence, provide lookup of subject matter experts during consults and transfers, or both[^34][^46]. Setting up the integration involves tenant authorization in Microsoft Azure, feature toggles in Control Hub and desktop profiles, and optional channel tab embedding[^4][^10][^16].

## Before you start

Setting up the Microsoft Teams connector requires an administrator with access to a Microsoft Azure account holding the Global Administrator or Privileged Role Administrator role[^1]. A Privileged Role Administrator can grant tenant-wide admin consent for any API permission, whereas Application Administrator and Cloud Application Administrator cannot grant consent for Microsoft Graph application permissions[^20]. The Microsoft Teams connector is supported by Cisco TAC only on the next-generation media platform[^26]. New Webex Contact Center trials and subscriptions receive the next-generation media platform by default during activation[^51]. Cisco documents a separate Microsoft Teams telephony integration that handles inbound calls from the Microsoft phone system, which is distinct from this connector[^49].

## What changes by situation

- What do you want the integration to do for agents? Presence sync only; Expert lookup only; Both presence sync and expert lookup.
- Where will agents run Agent Desktop? In a supported browser; From a tab in a Microsoft Teams channel.

## Step 1: Confirm prerequisites

### Do
Confirm that a Microsoft Azure account holding the Global Administrator or Privileged Role Administrator role is ready for authorization[^1][^20]. Confirm that the Webex Contact Center tenant operates on the next-generation media platform supported by Cisco TAC[^26].

### Verify
Suggested check: verify that directory administrator credentials are functioning and the media platform designation is confirmed.

## Step 2: Prepare Entra ID user attributes

**Presence sync only**

### Do
Configure agent Microsoft Azure user accounts with a business phone number in E.164 format, a job title, and a department[^50].

### Verify
Suggested check: inspect agent user accounts in the directory to confirm that the business phone number, job title, and department are present and properly formatted.

### Rollback
Suggested rollback: clear or revert the modified user account attributes in the directory.

**Expert lookup only**

### Do
For each Microsoft Teams user whom agents must look up, set a business phone number in E.164 format, a job title, and a department[^50]. Only subject matter experts who have a business phone number assigned appear in the agent's search list[^36]. Agents can search for an expert by first name, role, department, or complete phone number[^35].

### Verify
Suggested check: verify that target users have an assigned business phone number in E.164 format along with a department and job title.

### Rollback
Suggested rollback: clear or revert the modified user account attributes in the directory.

**Both presence sync and expert lookup**

### Do
Set a business phone number in E.164 format, a job title, and a department for both contact center agents and subject matter experts in Microsoft Azure[^50]. Only subject matter experts who have an assigned business phone number appear in search results[^36]. Agents search experts by first name, role, department, or complete phone number[^35].

### Verify
Suggested check: verify that agent and expert accounts have an E.164 business phone number, job title, and department configured.

### Rollback
Suggested rollback: clear or revert the modified user account attributes in the directory.

## Step 3: Create and authorize the Microsoft Teams connector

### Do
In Control Hub, navigate to Services, select Contact Center, open Integrations under Tenant Settings, and choose Set Up on the Microsoft Teams connector[^4]. Choose Authorize, sign in with the Microsoft Azure Global Administrator or Privileged Role Administrator credentials, and accept the requested permissions[^1][^4].

### Verify
Suggested check: confirm in the administration portal that the connector integration shows an Active state.

### Rollback
To decommission the connector, open View/Edit details, choose Deactivate to place it in the Inactive state, and delete the connector[^5][^7].

## Step 4: Review the consent in Microsoft Entra

### Do
In the Microsoft Entra admin center, navigate to Entra ID, select Enterprise apps, go to All applications, select the newly registered application, and open Permissions under Security to review the granted permissions[^19]. Granting tenant-wide admin consent permits all users to access the application by default unless user assignment is required[^18].

### Verify
Suggested check: confirm in the directory admin center that the application entry exists under enterprise applications and lists the consented permissions.

### Rollback
To remove the application in the Microsoft Entra admin center, go to Enterprise apps, open the application, select Properties, and choose Delete[^24]. A deleted enterprise application stays suspended in the recycle bin for 30 days and can be restored during that window before being hard deleted automatically[^23].

## Step 5: Confirm the Calling presence sync toggle stays on

### Do
Open Control Hub, navigate to Services, Calling, Settings, select the Webex App tab, and locate the Microsoft Teams integration section[^32]. When the Microsoft Teams connector is created, the system automatically turns on the Presence sync toggle in this section[^29]. Do not turn off this Presence sync toggle, because turning it off disrupts the integration and causes the Microsoft Teams connector to fail[^30].

### Verify
Suggested check: verify under Calling settings on the application tab that the presence synchronization toggle remains on.

### Rollback
Suggested rollback: leave the toggle enabled to avoid disruption while the connector is active.

## Step 6: Set the connector's Desktop features

**Presence sync only**

### Do
In Control Hub, go to Contact Center, Tenant Settings, Integrations, and select View/Edit details on the Microsoft Teams connector[^39]. In the Desktop features section, turn on State synchronization and leave Display user details turned off[^9][^39].

### Verify
Suggested check: open View/Edit details and verify that State synchronization is turned on while Display user details is turned off.

### Rollback
Suggested rollback: open View/Edit details on the connector and turn off State synchronization.

**Expert lookup only**

### Do
In Control Hub, go to Contact Center, Tenant Settings, Integrations, and select View/Edit details on the Microsoft Teams connector[^39]. In the Desktop features section, turn on Display user details to allow agents to search Teams users and view expert presence, and leave State synchronization turned off[^9][^39].

### Verify
Suggested check: open View/Edit details and verify that Display user details is turned on while State synchronization is turned off.

### Rollback
Suggested rollback: open View/Edit details on the connector and turn off Display user details.

**Both presence sync and expert lookup**

### Do
In Control Hub, go to Contact Center, Tenant Settings, Integrations, and select View/Edit details on the Microsoft Teams connector[^39]. In the Desktop features section, turn on both State synchronization and Display user details[^9][^39].

### Verify
Suggested check: open View/Edit details and verify that both State synchronization and Display user details are turned on.

### Rollback
Suggested rollback: open View/Edit details on the connector and turn off the desired desktop features.

## Step 7: Turn on Microsoft Teams/Webex App at the tenant level

### Do
Turn on Microsoft Teams/Webex App at the tenant level[^11]. This setting must be enabled at the tenant level for the State synchronization and Display user details desktop profile settings to work correctly[^11].

### Verify
Suggested check: verify in tenant settings that the collaboration integration setting is active.

### Rollback
Suggested rollback: turn off the tenant-level setting if you need to disable desktop profile collaboration functions across the tenant.

## Step 8: Turn on the Teams features in desktop profiles

**Presence sync only**

### Do
In each desktop profile assigned to in-scope agents, navigate to Collaboration, open Microsoft Teams/Webex App, and turn on State synchronisation in Microsoft Teams/Webex App[^10][^33]. Leave Display user details in Microsoft Teams turned off[^10].

### Verify
Suggested check: inspect the desktop profile to confirm state synchronization is on and user details display is off.

### Rollback
Suggested rollback: turn off state synchronization in the desktop profile.

**Expert lookup only**

### Do
In each desktop profile assigned to in-scope agents, navigate to Collaboration, open Microsoft Teams/Webex App, and turn on Display user details in Microsoft Teams[^10]. Leave State synchronisation in Microsoft Teams/Webex App turned off[^10].

### Verify
Suggested check: inspect the desktop profile to confirm user details display is on and state synchronization is off.

### Rollback
Suggested rollback: turn off user details display in the desktop profile.

**Both presence sync and expert lookup**

### Do
In each desktop profile assigned to in-scope agents, navigate to Collaboration, open Microsoft Teams/Webex App, and turn on both Display user details in Microsoft Teams and State synchronisation in Microsoft Teams/Webex App[^10][^33].

### Verify
Suggested check: inspect the desktop profile to confirm both user details display and state synchronization are on.

### Rollback
Suggested rollback: turn off user details display or state synchronization in the profile.

## Step 9: Give agents access to Desktop

**In a supported browser**

### Do
Provide agents with access to Agent Desktop in a supported web browser[^52]. Supported browsers include Chrome 144 or later, Microsoft Edge 144 or later, and Firefox 140 or later[^52].

### Verify
Suggested check: confirm an agent can sign in to Agent Desktop through the browser.

**From a tab in a Microsoft Teams channel**

### Do
In the target Microsoft Teams channel, click the + symbol to add a tab, choose Website, enter the Agent Desktop URL and a tab name, and save the configuration[^16]. Cisco states that embedding Desktop in Teams by any other method is not supported[^16]. The Desktop inside Teams integration is compatible only with the stable native Microsoft Teams apps on Windows and macOS; embedding it in the web or mobile editions of Teams is not supported[^13]. From July 2024, Microsoft planned to phase out the website embed method in Teams, opening Website tab links in a browser tab instead of inside Teams[^12][^25]. When agents use Desktop inside Microsoft Teams, they can consult with or transfer calls to Microsoft Teams users only when SSO is enabled in the Microsoft Azure account[^38].

### Verify
Suggested check: launch the channel tab in the native desktop app and confirm the desktop loads. When opening Desktop with Pop out, returning to the channel Desktop tab starts a new Desktop sign-in and shows a Multiple sign-in alert[^15].

### Rollback
Suggested rollback: remove the channel tab from the collaboration application.

## Step 10: Test presence synchronization

**Presence sync only**

### Do
Sign in an agent and initiate presence testing across the mappable Microsoft Teams states: Do not disturb, On a call, and Presenting[^17]. When an agent signs in for the first time, presence synchronization may take up to 40 minutes to start[^44].

### Verify
Verify that presence transitions take up to 12 seconds to synchronize between the platforms[^42]. When an agent is on a call in Microsoft Teams, Agent Desktop automatically switches to the Idle state and contact center calls are not routed to the agent[^43][^48]. When the Teams activity ends, the agent transitions back to Available or Idle automatically if presence sync triggered the prior change[^47]. If the agent, a supervisor, or RONA set the last Desktop state, the next state received from Microsoft Teams is not applied[^45].

### Rollback
Suggested rollback: turn off State synchronization on the connector or in the desktop profile.

**Expert lookup only**

### Do
Put a test agent in a Teams call to confirm state synchronization does not trigger when turned off[^39].

### Verify
Suggested check: verify that changing external presence states does not alter the agent state in Agent Desktop.

**Both presence sync and expert lookup**

### Do
Sign in an agent and test presence synchronization against the supported Microsoft Teams states: Do not disturb, On a call, and Presenting[^17]. Note that on the agent's first sign-in, presence synchronization can take up to 40 minutes to begin[^44].

### Verify
Verify that state changes synchronize within 12 seconds[^42]. When a call is active in Microsoft Teams, verify that Agent Desktop displays Idle and does not route contact center calls to that agent[^43][^48]. Confirm that returning from the Teams activity automatically returns the agent to Available or Idle, provided the prior change came from presence sync[^47]. Confirm that if an agent state was manually set or changed by RONA, the incoming Microsoft Teams state change does not override it[^45].

### Rollback
Suggested rollback: disable State synchronization on the connector or in the desktop profile.

## Step 11: Test consulting and transferring to Teams users

**Presence sync only**

### Do
Confirm that expert lookup is disabled on the connector when Display user details is turned off[^9].

### Verify
Suggested check: verify that the Organization tab does not offer external directory expert searches.

**Expert lookup only**

### Do
During an active call on Agent Desktop, click consult or transfer to open the request dialog and select the Organization tab[^27]. Search for subject matter experts using their first name, role, department, or complete phone number[^35].

### Verify
Verify that subject matter experts appear in the search results with their current presence[^9]. If presence or contact details appear delayed, refresh or reload the search result to obtain updated presence[^31]. Confirm that users without an assigned business phone number do not appear[^36]. Supervisors can also connect with subject matter experts in real time through this integration[^41].

### Rollback
Suggested rollback: turn off Display user details on the connector or in the desktop profile.

**Both presence sync and expert lookup**

### Do
From an active call on Agent Desktop, select consult or transfer to launch the dialog and navigate to the Organization tab[^27]. Search for an expert by entering their first name, role, department, or complete phone number[^35].

### Verify
Verify that subject matter experts display in the search list along with their presence[^9]. Refresh or reload the search result if presence fetching appears delayed[^31]. Confirm that users without an assigned business phone number are omitted from results[^36]. Verify that supervisors are also able to connect with experts in real time[^41].

### Rollback
Suggested rollback: turn off Display user details on the connector or in the desktop profile.

## Step 12: Know how to decommission (full rollback)

### Do
To pause the integration temporarily, select Deactivate from View/Edit details on the Microsoft Teams connector in Control Hub; the status changes to Inactive and can be reactivated from the same path[^5]. To remove the integration completely, deactivate the connector first and then delete it[^7]. Deleting the connector removes it from Webex Contact Center, but the Microsoft Azure authorization stays active[^6]. Delete the enterprise application from Microsoft Azure by navigating in the Microsoft Entra admin center to Enterprise apps, selecting the app, opening Properties, and choosing Delete[^6][^24]. Microsoft suggests considering deactivating an enterprise application before deleting it, as deactivation stops token issuance and user sign-ins while preserving the configuration[^22].

### Verify
Suggested check: confirm in the administrative portal that the connector is removed or inactive, and verify in the identity management center that the enterprise application is deleted or deactivated.

### Rollback
A deleted enterprise application stays suspended in the recycle bin for 30 days and can be restored during that period before permanent deletion[^23].

## Applicability

Applies to: Cisco Webex Contact Center, Microsoft Entra ID, and Microsoft Teams. Deployments: multi-tenant. Sources checked 2026-09-30. The Microsoft Teams connector is supported by Cisco TAC only on the next-generation media platform[^26]. Desktop embedding inside Microsoft Teams is compatible with stable native Teams apps on Windows and macOS, and embedding in web or mobile editions of Teams is not supported[^13]. Minimum supported desktop browsers are Chrome 144 or later, Microsoft Edge 144 or later, and Firefox 140 or later[^52].

## What remains uncertain

The specific idle codes mapped to each Microsoft Teams state (Do not disturb, On a call, Presenting) are not covered by the sources below. The exact Microsoft Graph permissions requested by the connector during authorization are not covered by the sources below. Whether the 90-day usage requirement for Cisco Call presence sync applies to Webex Contact Center agents is not covered by the sources below. The telephony path, licensing, and transmission costs for calls placed when an agent consults or transfers to a Microsoft Teams user are not covered by the sources below. The specific Microsoft Azure Single Sign-On (SSO) configuration parameters required for Desktop embedded in Teams are not covered by the sources below. Whether a custom Teams app package is currently provided by Cisco to replace the Website tab is not covered by the sources below. The procedure for assigning desktop profiles to specific agent teams is not covered by the sources below. Compatibility with sovereign or government Microsoft cloud environments is not covered by the sources below.

## Sources

[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams, Before you begin. Checked 2026-09-30.
[^2]: For the Cisco Call app, presence sync stays active only if users use the Cisco Call integration at least once every 90 days. Source: [Configure Cisco Call for Microsoft Teams](https://help.webex.com/en-us/article/n0l9q2z/Configure-Microsoft-Teams-for-Webex-Calling), Configure Cisco Call for Microsoft Teams, presence sync note. Checked 2026-09-30.
[^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. Source: [Configure Cisco Call for Microsoft Teams](https://help.webex.com/en-us/article/n0l9q2z/Configure-Microsoft-Teams-for-Webex-Calling), Configure Cisco Call for Microsoft Teams, presence sync / grant admin consent. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams, procedure. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Deactivate or reactivate Microsoft Teams connector. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Delete Microsoft Teams connector, note. Checked 2026-09-30.
[^7]: The Microsoft Teams connector must be deactivated before it can be deleted. Deleting it removes all integration with Microsoft Teams. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Delete Microsoft Teams connector. Checked 2026-09-30.
[^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. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Consult / transfer sections, note on Microsoft Teams configuration. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), View or edit the details of Microsoft Teams connector, Desktop features. Checked 2026-09-30.
[^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. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Manage-desktop-profiles), Create a desktop profile, Collaboration section, Microsoft Teams/Webex App. Checked 2026-09-30.
[^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. Source: [Manage desktop profiles](https://help.webex.com/en-us/article/nvaf71f/Manage-desktop-profiles), Create a desktop profile, Collaboration section, note. Checked 2026-09-30.
[^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. Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Access Webex Contact Center Desktop inside Microsoft Teams, important note. Checked 2026-09-30.
[^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. Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Access Webex Contact Center Desktop inside Microsoft Teams, supported platforms note. Checked 2026-09-30.
[^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). Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), important note, read with Microsoft devblog body. Checked 2026-09-30.
[^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. Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Access Webex Contact Center Desktop inside Microsoft Teams, notes after procedure. Checked 2026-09-30.
[^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. Source: [Access Webex Contact Center Desktop inside Microsoft Teams](https://help.webex.com/en-us/article/ns8or0f/Access-Webex-Contact-Center-Desktop-inside-Microsoft-Teams), Access Webex Contact Center Desktop inside Microsoft Teams, procedure. Checked 2026-09-30.
[^17]: The Microsoft Teams states that can be mapped to Webex Contact Center are Do not disturb, On a call and Presenting. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes, body. Checked 2026-09-30.
[^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. Source: [Grant tenant-wide admin consent to an application](https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/grant-admin-consent), introduction, paragraph 3. Checked 2026-09-30.
[^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. Source: [Grant tenant-wide admin consent to an application](https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/grant-admin-consent), Grant tenant-wide admin consent in Enterprise apps pane, steps 2-5. Checked 2026-09-30.
[^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). Source: [Grant tenant-wide admin consent to an application](https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/grant-admin-consent), Prerequisites. Checked 2026-09-30.
[^21]: Microsoft's recommended replacement for Website tabs is a custom Teams tab app that wraps the web content in a Teams app package. Source: [Upcoming updates to loading websites in Teams tabs](https://devblogs.microsoft.com/microsoft365dev/upcoming-updates-to-loading-websites-in-teams-tabs/), Upcoming updates to loading websites in Teams tabs, developer guidance. Checked 2026-09-30.
[^22]: Microsoft suggests considering deactivation before deleting an enterprise application. Deactivation stops token issuance and user sign-in but keeps the application's configuration. Source: [Delete an enterprise application](https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/delete-application-portal), Important note. Checked 2026-09-30.
[^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. Source: [Delete an enterprise application](https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/delete-application-portal), introduction. Checked 2026-09-30.
[^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. Source: [Delete an enterprise application](https://learn.microsoft.com/en-us/entra/identity/enterprise-apps/delete-application-portal), Prerequisites; Delete an enterprise application using Microsoft Entra admin center. Checked 2026-09-30.
[^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. Source: [Upcoming updates to loading websites in Teams tabs](https://devblogs.microsoft.com/microsoft365dev/upcoming-updates-to-loading-websites-in-teams-tabs/), Upcoming updates to loading websites in Teams tabs, body. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams, platform compatibility note. Checked 2026-09-30.
[^27]: In Agent Desktop, the consult and transfer request dialogs have an Organization tab where agents look up subject matter experts. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Consult a call / Transfer a call, Organization tab. Checked 2026-09-30.
[^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). Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), procedure step accept requested permissions, read with Cisco Call presence sync section. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams, important note on Presence sync toggle. Checked 2026-09-30.
[^30]: If an administrator turns off the Presence sync toggle, the integration is disrupted and the Microsoft Teams connector does not work properly. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams, important note on Presence sync toggle. Checked 2026-09-30.
[^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. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Consult a call / Transfer a call, note. Checked 2026-09-30.
[^32]: The Presence sync toggle is in Control Hub under Services > Calling > Settings, on the Webex App tab, in the Microsoft Teams integration section. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams, important note on Presence sync toggle. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes, procedure last step. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams, introduction. Checked 2026-09-30.
[^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. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Consult a call / Transfer a call, Organization tab. Checked 2026-09-30.
[^36]: Only subject matter experts who have a business phone number assigned appear in the agent's search list. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes, note. Checked 2026-09-30.
[^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). Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), whole article, read with Manage your calls in Agent Desktop (Organization tab). Checked 2026-09-30.
[^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. Source: [Manage your calls in Agent Desktop](https://help.webex.com/en-us/article/mmcf7p/Manage-your-calls-in-Agent-Desktop), Consult a call / Transfer a call, note on Desktop inside Microsoft Teams. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes, procedure steps 1-5. Checked 2026-09-30.
[^40]: After authorization completes, the Microsoft Teams connector shows the status Active. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams, procedure final step. Checked 2026-09-30.
[^41]: Supervisors, as well as agents, can connect with subject matter experts in real time through the Microsoft Teams integration. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Integrate Webex Contact Center with Microsoft Teams, note. Checked 2026-09-30.
[^42]: After synchronization has started, presence can take up to 12 seconds to synchronize between the two platforms. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes, note. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes, example. Checked 2026-09-30.
[^44]: When an agent signs in for the first time, presence may take up to 40 minutes to start synchronizing. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes, note. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes, state transition notes. Checked 2026-09-30.
[^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. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes, introduction. Checked 2026-09-30.
[^47]: If presence sync triggered the last state change, the next transition back to Available or Idle through presence sync happens as expected. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes, state transition notes. Checked 2026-09-30.
[^48]: When a call is active in Microsoft Teams, presence synchronization automatically sets Agent Desktop to the Idle state. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), Synchronize Microsoft Teams states with Webex Contact Center idle codes, note. Checked 2026-09-30.
[^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. Source: [Microsoft Teams and Webex Contact Center Telephony Integration](https://help.webex.com/en-us/article/nreoevcb/microsoft-teams-and-webex-contact-center-telephony-integration), Microsoft Teams and Webex Contact Center Telephony Integration, overview. Checked 2026-09-30.
[^50]: Cisco lists two requirements for Microsoft Azure user accounts: a business phone number in E.164 format, and a job title and department. Source: [Integrate Webex Contact Center with Microsoft Teams](https://help.webex.com/en-us/article/n1sztxbb/Webex-Contact-Center-integration-with-Microsoft-Teams), View or edit the details of Microsoft Teams connector, prerequisites. Checked 2026-09-30.
[^51]: The next generation media platform is the default for all new Webex Contact Center trials and subscriptions during activation. Source: [Set up voice channels for Webex Contact Center](https://help.webex.com/en-us/article/2dputx/Set-up-voice-channel-for-Webex-Contact-Center), voice platform statement near the top of the article. Checked 2026-09-30.
[^52]: The minimum supported Agent Desktop browsers are Chrome 144+, Microsoft Edge 144+ and Firefox 140+. Cisco recommends the latest stable versions. Source: [System requirements for Webex Contact Center Desktop](https://help.webex.com/en-us/article/besrkt/System-requirements-for-Webex-Contact-Center), Supported browsers table, Minimum column. Checked 2026-09-30.