3247944 - Integration of MS Teams as a CTI provider (Communication Channels/Agent Desktop/Live Activity)

• Your business requires using Microsoft Teams as a communication channel
• You would like to know about the feasibility in using MS Teams as a CTI provider, per the "Widget Integration in Agent Desktop" description 

• SAP Cloud for Customer
• SAP Cloud for Service
• SAP Cloud for Sale

• Currently there is no special out of the box option unique to integrate MS Teams as CTI
• Due to the nature of the architecture both the Agent Desktop and Live Activity uses, such scenarios are ultimately decided by each CTI vendor
• To better understand the CTI integration options, please refer to KBA 3156554
• The integration scenarios for both Agent Desktop or Live Activity either requires the CTI provider to:
1. Pass the messaging via URL parameters or
2. Pass the data via custom widget implementation
• In both cases, it would be the customer/partner responsibility to ensure that the correct payload is passed to C4C
• There are a few partners who have covered such scenarios, which you may choose to consider. Such are listed below:
• Inbound / Outbound Calls with Microsoft Teams (by Reply Deutschland SE)
• Focused MS collaboration and document management directly on the business object (byB4B Solutions GmbH)

• Other Knowledgebase Documents:
• 3156554 - CTI Integration Options with SAP Cloud for Customer (Service and Sales)
• 3100512 - C4C MS Teams Integration FAQ
• 3082898 - How To Activate MS Teams Integration In C4C
• 3233627 - Outbound Calls being Opened through MS Teams
• Microsoft Teams Integration with SAP Sales & Service Webcasts (see timeline 36:09)
• Microsoft Teams Integration with SAP Sales and Service Cloud (C4C) - SAP Blog

MS, Teams, Computer Telephony, Integration, Inbound and outbound phone calls, customer identification , KBA , LOD-CRM-LA , Live Activity , Problem