Avaya Experience Platform™ (On-Prem + Connect) integrates with Avaya Cloud Office™, Avaya Spaces, and Microsoft Teams so that agents and supervisors can access third-party corporate contacts, make calls, and transfer calls.
In Avaya Workspaces, agents and supervisors can log in to an available provider and access enabled contacts from the Corporate Contacts widget. For all providers, agents and supervisors can view and search for contacts and contact groups, make direct and consultation calls to contacts, transfer calls, and add contacts to the Favorites list. For Avaya Cloud Office™ and Microsoft Teams providers, they can view the Presence states of the contacts and send messages in chats and conversations. The chat functionality on the Corporate Contacts widget is separate from the Avaya Workspaces chat, and agents and supervisors cannot transfer chats with corporate contacts to the Avaya Workspaces Chat widget.
Before configuring the integration, you must ensure that Avaya Support enables the required provider for your contact center account. You can have a maximum of three providers for your account: Avaya Cloud Office™, Avaya Spaces, and Microsoft Teams.
After Avaya Support enables the provider for your account, you can log in to Application Center as an account administrator and perform the integration configuration. The configuration includes adding the provider application to Element Inventory for Avaya Cloud Office™ and Microsoft Teams. For all providers, you must add the Corporate Contacts widget to the layout Avaya Workspaces agents and supervisors are using. For Microsoft Teams, you must also perform the required steps on Microsoft administration portals.
You must also configure a caller ID for agents and supervisors working with Avaya Cloud Office™, Avaya Spaces, and Microsoft Teams experts. For more information about configuring the caller ID, see Administering Avaya Experience Platform™ Public Cloud.
For more information about working with corporate contacts in Avaya Workspaces, see Using corporate contacts in Avaya Workspaces with Avaya Experience Platform™ (On-Prem + Connect).
