Integrate Webex Contact Center with Microsoft Teams

Publisher

Cisco Systems, Inc. (Webex Help Center)

URL

https://help.webex.com/en-us/article/n1sztxbb/Integrate-Webex-Contact-Center-with-Microsoft-Teams

Published

2026-08-03

Updated

unknown

Accessed

2026-09-16

HTTP status

200

License

Cisco proprietary documentation, all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Authorizing the Webex Contact Center Microsoft Teams connector requires a Microsoft Azure account holding either the Global Administrator or the Privileged Role Administrator role. in context
• After the Microsoft Teams call ends, Cisco states the Agent Desktop should transition back to the Available state. in context
• The Microsoft Teams connector is created in Control Hub under Services > Contact Center > Integrations > Connectors by selecting Set up for Microsoft Teams, authorizing with a Microsoft Azure account and accepting the requested permissions, after which the connector status shows Active. in context
• To sync presence, the administrator opens View/Edit details of the Microsoft Teams connector under Contact Center > Tenant Settings > Integrations > Connectors and toggles ON State synchronization in Desktop features. in context
• Deleting the Microsoft Teams connector removes it from Webex Contact Center but leaves the Microsoft Azure authorization active, so Cisco directs administrators to also delete the enterprise application in Microsoft Azure. in context
• The Microsoft Teams connector must be deactivated before it can be deleted, and it can be deactivated and reactivated without deletion. in context
• The Display user details setting lets agents view the presence of subject matter experts in Microsoft Teams and search them by name, department, and role. in context
• When an agent signs in for the first time, presence can take up to 40 minutes to start synchronizing between Microsoft Teams and Webex Contact Center. in context
• The reviewed Webex Contact Center pages document Teams presence being applied to the Agent Desktop but do not document agent states being written back into Teams presence, so 'agent state not reflected in Teams' may be outside documented behaviour. inferred in context
• Because only Do not disturb, On a call and Presenting are documented as mappable, Teams states such as Busy, In a meeting or Away probably do not move the agent out of Available, so routing can continue while the agent shows those states in Teams. inferred in context
• If the last state on the Agent Desktop was set by the agent, a supervisor, RONA, or any other non-presence cause, the next state received from Microsoft Teams is not applied. in context
• The Microsoft Teams states available for mapping to Webex Contact Center idle codes are Do not disturb, On a call, and Presenting. in context
• Webex Contact Center automatically turns ON the Presence sync toggle when the Microsoft Teams connector is created. in context
• In addition to the connector-level setting, the respective State synchronization toggle must be enabled in the desktop profile for presence sync to apply to agents. in context
• After initial synchronization, presence can take up to 12 seconds to synchronize between Microsoft Teams and Webex Contact Center. in context
• Cisco states the Microsoft Teams integration is compatible with the next-generation media platform and that, although it may work on other media platforms, Cisco TAC support is exclusive to the next-generation media platform. in context
• When a call is active in Microsoft Teams, presence synchronization automatically sets the agent's Webex Contact Center Agent Desktop to the Idle state. in context
• If an administrator turns the connector's Presence sync toggle OFF, Cisco states the integration is disrupted and the Microsoft Teams connector does not function properly. in context
• Cisco lists as a prerequisite that the Microsoft Azure user account has a business phone number defined in E.164 format and a defined job title and department. in context
• The Microsoft Teams integration is set up through an authorisation and consent flow against Azure and exposes no name, client identifier or secret field in Control Hub. in context
• The Microsoft Teams entry is the only one of the connector types whose article is titled as an integration rather than as configuring or creating a connector, and it carries no Flow Designer activity that consumes it. inferred in context
• The Microsoft Teams presence state mapping is published as an image rather than as text or a table, so its values cannot be recovered from the article's text. field report in context
• The only role the Microsoft Teams integration names is an Azure role, Global Administrator or Privileged Role Administrator, rather than a Control Hub or Webex Contact Center role. in context

Cite this source record

APA

WarmTransfer. (2026, August 3). Integrate Webex Contact Center with Microsoft Teams. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-help-n1sztxbb-wxcc-teams-integration

BibTeX

@misc{warmtransfer-cisco-help-n1sztxbb-wxcc-teams-integration,
  title  = {Integrate Webex Contact Center with Microsoft Teams},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-help-n1sztxbb-wxcc-teams-integration},
  note   = {Cisco Systems, Inc. (Webex Help Center), accessed 2026-09-16}
}