Overview

1. Install the Teams to 8x8 Presence Sync
2. Install the 8x8 to Teams Presence Sync

3. Install the Enhanced Presence Sync
4. Install the Teams Chat Integration

• See the Presence Status Mapping tables, below.

Important Notes: The fully-installed Presence Sync integration is a two-way process from Microsoft to your 8x8 applications, and 8x8 applications to Microsoft Teams. Teams users who are assigned to 8x8 Call Queues and/or Ring Groups must set their status to Do not disturb (DND) in Microsoft Teams when they are not available to take calls, to insure that such calls are not routed to them. This is the only scenario in which call distribution may be affected by the Presence Sync app. In order to sync and integrate Presence between Microsoft Teams and your 8x8 apps, you must have an 8x8 Unified Communications (UC) user (the user can be licensed or unlicensed within 8x8) with the email matching that of Microsoft user whose Presence is synced. (Your 8x8 email address must match your Microsoft username.) Presence status from Teams to 8x8 will work with Unified Communications (UC) users whether or not those Teams users have been assigned an 8x8 X Series license in 8x8 Admin Console. Presence will be polled and displayed to users in the 8x8 directories within Work, Contact Center Agent Workspace, and Frontdesk. The presence status of 8x8 application users shown in Microsoft Teams will only be displayed as either offline or On a Call. This is due to Microsoft API limitations. There is no dependency on or requirement for 8x8 Voice for Microsoft Teams to be used/in place.

Example Usage

• Hybrid environments: Some users are using Microsoft Teams, and others use 8x8 Work.
• 8x8 Contact Center: Microsoft Teams Presence as part of Expert Connect.
• 8x8 Work for Desktop: Frontdesk, or Work Operator implementations.
• Without Voice for Teams offering:
  • Each user is running both Microsoft Teams (for collaboration and conferencing) and 8x8 Work for Desktop.
  • A mixed environment exists with Microsoft Teams users (non-8x8) and 8x8 Contact Center users. Contact Center users will see presence status of Teams users.

• Teams users must also have an 8x8 user profile created in 8x8 Admin Console, with the same user name applied in both 8x8 and in the Microsoft service. The Teams user does not require an assigned 8x8 X Series license for their presence status to appear in 8x8 Work apps.
• The presence status of new Microsoft Teams users can take up to 24 hours to appear correctly in 8x8 applications, even when they are correctly configured on both sides. This is an effect of 8x8's back end contact directory sync process.

Prerequisites

• Microsoft Azure AD (Entra) with Microsoft Office 365 Global admin access
• 8x8 Admin Console

Presence Sync Install Procedure

1. Install the Teams to 8x8 Presence Sync (one-way sync)
2. Install the 8x8 to Teams Presence Sync (two-way sync)

Install the Teams to 8x8 Presence Sync

Create a Sync User

1. Log in to the Microsoft Azure AD admin center.
2. Create a new user to sync and integrate Microsoft Teams Presence into your 8x8 apps:
   1. Select Users from the left menu.
   2. Click + New User.

3. Select Create user, complete the information in the blank Identity and Password fields.
   • 8x8 recommends using 8x8.status@<customer-domain> as the user name for ease of identification.
   • In the Password field, you can either auto-generate or create your own user password.
   • The remaining New User field details (such as Settings, Job info, etc) are not required.
4. Click Create.
5. Make a note of the username and password that you have created. You'll need them in the next section.

Install the Presence Sync Integration

1. Using your 8x8 Admin Console credentials, log in to the 8x8 Teams Presence Integration page at:
   • https://cloud8.8x8.com/vos-teams

2. Click Login on the 8x8 Teams Presence Integration page.

3. At the Microsoft Pick an account login prompt, log in using the new 8x8 Status Microsoft user credentials that you just created in the steps above.
   • Do not log in at this point using your Microsoft administrator account.

  

4. When the Permissions requested prompt appears, click Accept to confirm access permissions to the specified areas of your Sync profile.

5. Click Verify Presence integration.

• Initially Presence is not yet synced, so you will see the following message displayed in the information field:

• Admin Consent Needed
  In Azure Active Directory admin center, go to Enterprise applications > 8x8 Presence > Permissions and click on Grant admin consent to <Company domain>. button.

6. Return to your logged-in Microsoft Azure Portal in order to grant access permissions to the Sync user you have created.
   • Be sure to select your Microsoft Azure administrator credentials, not the 8x8 Status user.

7. In the Microsoft Azure admin center, navigate to Enterprise applications > 8x8 Presence > Permissions.
8. Click Grant admin consent for <Company domain> to grant admin access to the Sync user.

9. When you are again prompted to log in, select your Microsoft Azure Administrator login credentials.
   • Do not log in using the 8x8 Status user you created earlier. The purpose of this step is for an administrator to authenticate the 8x8 Presence application for use on the service.

10. In the Permissions Requested popup window, click Accept to confirm access permissions to the specified areas of your Sync profile.
    • Note: You must accept the permission request for the Presence Sync integration to work.

 

11. Now return to the Logged in Account window as shown in the next step, below.
    • If you've closed the Logged in Account window and need to log in again, follow the login process outlined in steps 1, 2, and 3 of this section, above. Then return here to follow the final steps, below.
12. Now click the Permission granted. Try again button below the Admin Consent Needed banner.

• If you are prompted to log in again, select the 8x8 Status user ID (not your Microsoft Azure administrator ID).

13. Click Verify Presence integration.

Install the 8x8 to Teams Presence Sync

1. Using your 8x8 Admin Console credentials, log in to the 8x8 Teams Presence Integration page at:
   • https://cloud8.8x8.com/vos-teams

2. Click Login on the 8x8 Teams Presence Integration page.

3. At the Microsoft Pick an account login prompt, log in using the new 8x8 Status Microsoft user credentials that you just created in the steps above.
   • Do not log in at this point using your Microsoft administrator account.

  

4. Click Export 8x8 Presence state to Teams.

5. When you are again prompted to log in, select or enter your Microsoft Azure Administrator login credentials.
   • Do not log in using the 8x8 Status user you created earlier. The purpose of this step is for an administrator to authenticate a new 8x8 Write Presence application for use on the service.

6. In the Permissions Requested popup window, click Accept to confirm access permissions to the specified areas of your Sync profile.
   • Note: You must accept the permission request for the 8x8 Write Presence app integration to work.

7. Once the above steps are completed, you'll be returned to the Presence Integration's Logged in Account page as confirmation of install completion.
8. Click Verify Presence integration.

Install the Enhanced Presence Sync

• View the real-time presence status of Teams users, regardless of whether they are an 8x8 UC user
• Allow Teams users to see the presence status of Contact Center agents
• Automatically synchronize the presence status between the Contact Center and Teams (for on-call state).

1. Using your 8x8 Admin Console credentials, log in to the 8x8 Teams Presence Integration page at:
   • https://cloud8.8x8.com/vos-teams
     
     
2. Click Login on the 8x8 Teams Presence Integration page.
   
   
3. At the Microsoft Pick an account login prompt, log in using the new 8x8 Status Microsoft user credentials that you just created in the steps above.
   • Do not log in at this point using your Microsoft administrator account.
     
     
     
     
     
4. Click Import MS Teams Contacts into 8x8.
   
   

Install the Teams Chat Integration

1. Using your 8x8 Admin Console credentials, log in to the 8x8 Teams Presence Integration page at:
   • https://cloud8.8x8.com/vos-teams
     
     
2. Click Login on the 8x8 Teams Presence Integration page.
   
   
3. At the Microsoft Pick an account login prompt, log in using the new 8x8 Status Microsoft user credentials that you just created in the steps above.
   • Do not log in at this point using your Microsoft administrator account.
     
     
     
     
     
4. Click Enable Chat.
   
   
5. When you are again prompted to log in, select or enter your Microsoft Azure Administrator login credentials.
   • Do not log in using the 8x8 Status user you created earlier. The purpose of this step is for an administrator to authenticate a new 8x8 Teams chat application for use on the service.
     
     
6. In the Permissions Requested popup window, click Accept to confirm access permissions to the specified areas of your Sync profile.
   • Note: You must accept the permission request for the 8x8 Teams chat app integration to work.
     
     
7. Once the above steps are completed, you'll be returned to the Presence Integration's Logged in Account page as confirmation of install completion.

Presence Status Mapping

Presence Status Mapping from Microsoft Teams

Microsoft Teams Status	8x8 Presence
Available	Available
Available, Out of Office	Available
Note: The Out of Office notification displays when automatic replies are configured. If the app is in use during a set Out of Office period, a dual presence may be shown (Out of Office, Available).
Busy	Busy
On a call	onCall
In a meeting	onCall
On a call, out of office	onCall
Do not disturb	doNotDisturb
Presenting	doNotDisturb
Focusing. Focus happens when the users schedule focus time in MyAnalytics/Insights in their calendars.	doNotDisturb
Away	away
Be right back	away
Offline. When users aren't logged in on any of their devices for a few minutes, they appear offline.	offline
Status unknown	offline
Out of Office. Out of Office is used when an automatic reply is set. (Available in Outlook only.)	offline

Presence Status Mapping from 8x8

8x8 Presence	Microsoft Teams Status
Available	No sync
Busy	No sync
onCall	On a call
doNotDisturb	No sync
away	No sync
offline	No sync