SAP Knowledge Base Article - Public

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:

See Also


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


SAP Cloud for Customer core applications 2208