Microsoft Teams Administration Cookbook

Chapter 6. Microsoft Teams Integration

By integrating Teams with SharePoint, Exchange Online, and OneDrive, we can access to the features we use daily. The Microsoft Teams architecture shown in Figure 6-1 provides a clear picture of how deeply the integration goes.

Figure 6-1. Microsoft Teams architecture overview

For example, real-time coauthoring, shared calendar, and document libraries in Teams are enabled by integrations with Microsoft 365. An additional integration (with third-party solutions) enables a contact center for customer service. Contact centers use various tools, including phone calls, notifications, and shared boards. Teams can provide the infrastructure for voice, chat, and teamwork (integrating a third-party product) for a contact center, or a full solution when used as part of the Microsoft Digital Contact Center Platform.

6.1 Integrating Contact Centers with Microsoft Teams

Problem

You need to integrate an external contact center solution with Teams.

Solution

We have already talked about Call Queues and Auto Attendants as a possible solution to contact center requirements. Native tools are useful to manage part of this scenario, but when more advanced analytics and tools are required there is a need for a third-party solution. It is possible to integrate third-party contact center solutions with Teams using three different models: Connect, Extend, and ...