Objective

Enable employees to generate unique Microsoft® Teams video links for video appointments to be used in the Client View, Schedule, or Contact Center areas of Coconut.

NOTE:

Microsoft® Teams integration is an optional add-on. Please connect with your Customer Success Team to get started.

Steps

Connecting Microsoft® Teams with Coconut requires setting up the integration, enabling it for users, and ensuring services are set up to include video calls as a meeting method.

Set up the integration

From the navigation menu, click Settings
From Integrations & API, click Video Calls
- If an integration is already connected, click the + New button at the top right to add a new one
Click Microsoft Teams
Select which field in Coconut contains your Microsoft Universal Principal Name (UPN); this is most often staff’s email addresses
- NOTE: For more information on UPNs, please refer to this article
- Hot Tip! Ensure staff’s email addresses in Coconut are the same email addresses that are used to sign in to their Microsoft accounts for a seamless experience for your employees
Click Continue
Enter your Microsoft Tenant ID
- NOTE: For more information on how to find your tenant ID, please refer to this article
- Hot Tip! The service account (email address) associated with the tenant ID used to complete the integration will appear as a participant in all meetings created using the integration. Create a generic service account and use that account’s tenant ID to set up the integration if you want to keep your existing service account details private.
Click Continue
Review the permissions request details and click Accept to proceed with the integration

Coconut will refresh and a success message displays.

Enable the integration for users

A list of users displayed in the Microsoft Teams dashboard in Video Calls. The account used to establish the integration displays at the top of the screen.

To enable/disable the Teams integration for a user:

Navigate to the user that requires changes
Toggle on/off the Video Calls setting for that user, based on the required change

NOTE:

A checkmark in the Microsoft Teams User column indicates that user’s Coconut and Teams accounts are successfully synced.

Once the integration is configured, it can be enabled for users from the Video Calls page

Hot Tips!

To make a mass update of all users, select the checkbox preceding the Coconut User heading
To modify the sort order, click the arrow icon following the Coconut User heading
To find a specific user, enter the user’s details in the search bar
To filter the list based on whether the integration is enabled or whether the user in Coconut is a match for the Teams user, click the Filter list icon
To increase the number of display results, navigate to the bottom of the user list, select the Rows per page drop down, and make your desired changes

Modify the video service provider for a staff member

When a video integration is enabled for the first time, it becomes the default video service provider for staff facilitating video appointments. If the default requires changing, you will need to modify the video service provider for the staff member.

To modify the video service provider for a staff member:

From the navigation menu, click Staff
Navigate to the staff member you want to modify
Click Profile
From the Video Calls Platform dropdown, select your preferred option
Click Save

Set services to include video calls

Services that will include the option to join by Teams link will require that video calls is an optional meeting method. To set a service to include video calls:

From the navigation menu, click Services
Navigate to the service that will include video calls as an option
Click More
From Meeting Method, select Video Call
Click Save

Rematch all Coconut users with Microsoft Teams users

Updates made to the UPN through Microsoft® Teams or other Microsoft apps will require manually triggering a the Rematch All Users action.

To perform the Rematch All Users action:

From the navigation menu, click Settings
Click Video Calls
- If more than one integration is connected, open the Microsoft Teams Dashboard
Click Actions in the upper right of the screen
Click Rematch users
Click Rematch all users to confirm

You are returned to he Video Calls screen, where a confirmation displays once the refresh successfully completes.

Are users rematched automatically?

Coconut automatically rematches a specific Coconut user with Microsoft Teams users when:

A new staff member is added to Coconut
A staff member’s email or username is updated
A staff member is assigned to a service

Reauthorize the integration

Some issues require the retrieval of a new access token to resolve. The Reauthorize action will will reauthorize your Microsoft® Teams connection and retrieve a new authorization token.

Prerequisites

You will need to be an Microsoft Azure Admin and have access to your organization’s Azure Tenant ID to proceed.
You will need the username and password of the service account that is currently connected to your Coconut Teams Integration.

To reauthorize the integration

From the navigation menu, click Settings
Click Video Calls
- If more than one integration is connected, open the Microsoft® Teams Dashboard
Click Actions in the upper right of the screen.
Click Reauthorize
Enter your organization’s Azure Tenant ID
Click Start Reauthorization once more to start the process
You will be redirected to a Microsoft login page
1. Login with the service account that is currently connected to your Coconut Teams Integration
You will be redirected back to the Coconut Microsoft® Teams Dashboard

NOTE: Reauthorizing the integration does not impact previously scheduled appointments that included a Microsoft® Teams video call link.

Disconnect the integration

NOTE:

If you are attempting to disconnect and then re-connecting to resolve an error, you should first try the Reauthorize action.

To disconnect the integration:

From the navigation menu, click Settings
Click Video Calls
- If more than one integration is connected, open the Microsoft Teams Dashboard
Click Actions in the upper right of the screen.
Click Disconnect
Click Disconnect once more to confirm