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Microsoft Teams and VIER engage

Microsoft Teams and VIER engage

Microsoft Teams
and VIER engage

The bidirectional Microsoft Teams sync synchronizes your teams' presence and availability with VIER engage ACD in real time.

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One status for all

Microsoft Teams and Contact Center ACD – Seamlessly Synchronized

For Customer Service Agents
ACD status is automatically visible in Teams as well: Colleagues can see at a glance whether someone is in a call with a customer, on a break, or signed out—without having to update their status twice.
For Employees
Anyone who is on a call in Teams or in a meeting is automatically marked as unavailable in VIER engage Multichannel ACD.
To ensure smooth operations
Automatic status synchronization provides transparency and prevents misrouting. Employees are reliably identified as available or unavailable—without any additional manual effort.

Features

Bidirectional status synchronization
Status changes in ACD and in Microsoft Teams automatically trigger synchronization—in both directions.
No interrupted calls
Status change only upon activity: Starting a Teams meeting does not interrupt an ongoing call.
Customizable association
Any ACD status can be linked to any Microsoft Teams status.

Frequently Asked Questions About the MS Teams Integration

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