Set Up Presence Sync for Microsoft Teams

You can set up Presence Sync for groups of 650 users. Microsoft Subscriptions are required for NiCE CXone to receive presence information from Teams. A Microsoft system user can create a subscription. Each subscription facilitates data sharing of 650 users in Azure. This means, for example, if you want to set up 800 agents with Presence Sync, you would need two subscriptions—the first subscription would cover 650 agents and the second for the remaining 150 agents. Contact your account representative for more information.

Key details about using Presence Sync with Microsoft Teams:

  • When mapping your NiCE CXone and Teams accounts, you can enable a setting that automatically creates system users in Azure. If you enable this selection, Azure creates these users with the name CXone_xxxxx. This may take up to 15 minutes to create these users. Be sure to disable multi-factor authentication (MFA) for these users.

  • Agent to agent calls do not trigger Presence Sync rules.

  • Any Teams user can be active on one or more devices. In these cases, the Teams state is an aggregation of the states across devices. Best practice is for agents to use Teams on one device.

  • All agents must reset their status in Teams before using Presence Sync. If an agent has set their status manually, Presence Sync cannot apply the presence rules.

  • Changes to Presence Sync settings like user mapping or rules may take up to 20 minutes to implement.

  • Presence Sync for Microsoft Teams does not support accounts with multi-factor authentication (MFA) enabled. The user account used for mapping must have MFA disabled for presence sync to work.

Complete each of these tasks in the order given.

Create an Azure App

  1. Sign in to Azure Active Directory with a Microsoft Teams administrator account.

  2. Create a new application registration.

  3. For Supported Account Types, select Accounts in any organizational directory and personal Microsoft accounts. By selecting this option, you register a multi-tenant application that can also support users with personal Microsoft accounts (MSA).

  4. Click API permissions > Add a permission > Application permissions. Add permissions to your application. Be sure to select User.Read.All. An administrator should have the following permissions:

    • User.ReadWrite.All (Application): Required for the application to create system users.
    • User.ReadWrite.All (Delegated): Required to create subscriptions.
    • Presence.Read.All (Delegated): Required to read presence information.
    • Presence.ReadWrite.All (Application): Required for the application to set the presence for the user.
  5. Create a client secret. Make a note of the client and tenant IDs. You will need both when you map the account.

Before You Begin

  • Map NiCE CXone to Microsoft Teams to allow the platforms to share data.

  • Sync users between NiCE CXone and Microsoft Teams.

  • If you have existing system users in Azure, set up the necessary number of Microsoft Subscriptions. NiCE CXone can also create system users for you when mapping NiCE CXone to Teams. With this method, you must set up the necessary number of subscriptions after mapping accounts. Reference the Microsoft help center or ask your account representative for more information.

Be sure your NiCE CXone administrator account and the access key user have the following permissions:

Area Permission / Setting Minimal Access Needed
Admin (base role) Standard Admin Role Admin Permissions (nice-incontact.com)

Admin → Access Keys

Access Keys (for other sync Employees)

 View, Create, Edit, Delete
Admin → My Access Keys My Access Keys (own keys) View, Create, Edit, Delete
ACD Agent Session Control via API On (enabled)
Adapters Adapters (Launch icon) On (enabled)
Adapters → General Account Mapping View, Edit, Create, Deactivate
Adapters → Presence Sync Rules View, Assign, Edit, Create, Deactivate, Delete
Adapters → Presence Sync User Mapping View, Map
Adapters → Directory  Sync Directory  Sync View, Edit, Create, Deactivate
Permission Minimal Access Needed
Employees View

Roles

View
Teams View
ACD Agent Session Control via API

Map Users

  1. In NiCE CXone, click the app selector Icon of three-by-three grid of white squares on a blue background and select  Adapters. The Adapters application opens in a new window.

  2. Click Presence Sync.

  3. On the Tenants page, click the tenantsClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system. for which you want to map the user accounts.

  4. In the User Mapping tab, click Auto Map Users.

  5. On the Add Users page, move the auto-mapped users in the table to indicate which you want to include.

  6. Click Add & Map Agents and then click Confirm.

Manually Map Users

After you have used the Auto Map Users option, you can manually map any users that are still unmapped or reassign any users that were mapped incorrectly.

  1. Click the app selector icon of app selector and select Presence Sync.

  2. On the Tenants page, click the tenant for which you want to map the user accounts.

  3. Click the options icon Icon of three vertical black dots and select Map User.

  4. In the Mapped User screen, click Remap.

  5. From the list of possible matches, select the appropriate user and click Map User.

  6. Click Confirm.

Create Rules

  1. In NiCE CXone, click the app selector Icon of three-by-three grid of white squares on a blue background and select  Adapters. The Adapters application opens in a new window.

  2. Click Presence Sync.

  3. On the Rule tab, click Create Rule.

  4. On the Rule tab, complete the rule settings. This includes mapping the ACD state to the corresponding state ID in Microsoft Teams.

    Field

    Details
    Name Enter a name for the rule.

    Rule Type

    Select one of the following rule types:

    Publisher: When the NiCE CXone ACD agent state changes, your Microsoft Teams's agent state is updated to match the change. This is one-directional.

    Subscriber: When the agent state in Microsoft Teams changes, the ACD agent state is updated to match the change. This is one-directional.

    Bi-Directional: When the agent state changes on either platform, the agent state is updated on the other platform to match the change.
    ACD State

    Select one of your NiCE CXone ACD states.

    If you select Previous State, the agent's NiCE CXone state returns to the previous state it was in. This may be useful to automatically return an agent's state back to what it was before handling a call, for example. After the call, the agent's state would return to the same state before the call.
    External State Select the appropriate Microsoft Teams state to map with the specified ACD State.

  5. To map more states in the rule, click Add Row and configure the states.

  6. Assign the rule to teams and optionally users:

    • Click Teams and move the teams in the table to indicate which you want to include.

    • Click Users and move the users in the table to indicate which you want to include.

  7. Click Confirm and then click Create.

Assign Existing Rules

  1. In NiCE CXone, click the app selector Icon of three-by-three grid of white squares on a blue background and select Others > Adapters.

  2. In the left navigation menu, click Tenants.

  3. On the Tenants page, click the tenant for which you want to assign rules to the users.

  4. In the User Mapping tab of Tenants screen, click the three vertical dots for the appropriate user and select Assign Rule.

  5. In the Assign Rule window, select User Assigned Rule or Team Assigned Rule and then select the rule name.

  6. Click Done and then click Save.

Troubleshooting Suggestions

The following are suggested fixes if you experience issues while setting up Presence Sync with Microsoft Teams:

Issue Suggested Fixes
User cannot see the Adapters navigation option in NiCE CXone The user must have the Adapters permission toggled on.
User is unable to map accounts between NiCE CXone and Microsoft

Ensure that:

  • Only the administrator with the MS Directory and Presence Sync permission can map the accounts. A NiCE CXone account representative cannot map accounts for you via impersonation.

  • The user trying to map accounts has the necessary permissions.

  • The administrator user has the necessary access key permissions enabled. This ensures they can communicate with Teams.

  • Your Azure app details are correct and valid.

  • Your Azure app has the correct permissions.
Agent states are not changing in either NiCE CXone or Teams for a user Ensure that the Presence Sync rules are created and applied to the user and that the user is mapped successfully.
Agent states are not changing in either NiCE CXone or Teams Check for any subscription errors.
Agent states are not changing in Teams Check if the details used when mapping your NiCE CXone and Teams accounts are correct.
Subscription ID not creating Ensure that you have mapped users and have also completed setting up presence rules.

Enable MFA and Allow NiCE CXone IP Addresses

Presence Sync signs in to Microsoft Teams with the user account you use to map NiCE CXone and Teams. To keep multi-factor authentication (MFA) on for this account, create a Conditional Access policy in Microsoft Azure. The policy requires MFA for all sign-ins except those that come from the NiCE CXone static IP addresses.

Complete these tasks in the order given:

  • Add the NiCE CXone IP addresses as a named location.

  • Create a Conditional Access policy that requires MFA.

Before You Begin

  • Make sure you have a Microsoft Azure account with permission to create and manage Conditional Access policies.

  • Get the NiCE CXone static IP addresses for your region from your account representative.

Each IP address is static. Enter each address as a single-address range by adding /32 to the end. For example, enter 203.0.113.10 as 203.0.113.10/32.

Add the NiCE CXone IP Addresses as a Named Location

  1. Sign in to the Azure portal.

  2. In the search bar, type Conditional Access, and then select Conditional Access from the results.

  3. Under Manage, click Named locations.

  4. Click IP ranges location.

  5. In the Name field, enter a name for the location, such as NiCE CXone Presence Sync.

  6. Click the plus icon +.

  7. Enter the first NiCE CXone IP address range, and then click Add.

  8. Repeat the previous two steps for each remaining IP address range.

  9. Click Create.

Create a Conditional Access Policy That Requires MFA

  1. On the Conditional Access page, click Policies, and then click New policy.

  2. In the Name field, enter a name for the policy, such as Require MFA outside NiCE CXone.

  3. Under Target resources, click Resources. On the Include tab, select All resources.

  4. Under Users, on the Include tab, select All users.

  5. Under Network, set Configure to Yes. On the Include tab, select Any network or location.

  6. On the Exclude tab, select Selected networks and locations.

  7. Under Select, click None. Select the named location you created in the previous task, and then click Select.

  8. Under Grant, select Grant access. Select the Require multifactor authentication checkbox, and then click Select.

  9. Under Enable policy, select On.

  10. Click Create.

Sign-ins from the NiCE CXone IP addresses no longer prompt for MFA. All other sign-ins require MFA. You can now map NiCE CXone to Microsoft Teams.

    When you map NiCECXone to Microsoft Teams, clear the Create system users programmatically checkbox. Presence Sync can take up to 10 minutes to create the subscription after you map users and create rules.