NICE CXone offers the ability to connect CXone routing and your agent application with Microsoft 365 — specifically the Teams application. If you would like to set up the Teams connectivity, contact your NICE CXone account manager, as you must have access to the internal settings of your organization's
To begin the process, you must provide your FQDN to your account manager, have access to the direct connect for MS365 SKU from NICE CXone, and also direct routing enabled on the MS365 tenant. To learn more about configuring direct routing, refer to online instructions from Microsoft for configuring direct routing for Microsoft Teams.
Additionally, if you would like the full Agent experience within Teams, contact your NICE CXone representative about CXone Agent for Microsoft Teams.
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