For IT/Integrations/Microsoft Graph and Entra ID
Integration Live
Microsoft Teams, Graph and Entra ID: presence, phone directory and single sign-on.
Effecta Connect uses your Microsoft environment in three ways. Contacts reads Entra ID as the source for the digital phone directory. Dashboards read Microsoft Graph for the presence of colleagues and teams alongside your contact centre KPIs. And everyone logs in with single sign-on via Entra ID, without an extra password.
| Integration | directory, presence, SSO |
| Modules | Contacts, Dashboards |
| Access | Entra ID app registration |
| Login | single sign-on via Entra ID |
| Forwarding | duty numbers via Shifts: on request |
What you can show
Presence and phone directory alongside your contact centre KPIs.
Microsoft Graph provides the status of your colleagues in Teams: available, on a call, in a meeting, away. On a dashboard you put that presence next to the queues, the service level and the agent status that come from your contact centre (Cisco, Avaya, Genesys or Mitel). That way the team leader sees at a glance not only how many people are waiting, but also which second-line colleagues are reachable right now to take over a question. Entra ID provides the directory: name, department, job title and phone numbers. Contacts shows that data in an app on iOS and Android that is always correct, because it synchronises automatically with the source. No paper list, no outdated intranet. The KPIs below come from the integration with your contact centre and are on the same screen as the Microsoft data.
- Presence per colleague and team
- Phone directory from Entra ID
- Queues
- Service level
- Average waiting time
- Longest waiting
- Agent status
- Staffing per skill
- Opening hours per department
- History Add-on
How the integration works
App registration, connector, screen and app.
In words: your IT team creates an app registration in Entra ID and gives it the read permissions needed for directory and presence. With that registration, the Effecta Connect Microsoft connector reads the users, departments, phone numbers and Teams presence through Microsoft Graph. The same app registration handles single sign-on: employees log in to Effecta Connect with their Microsoft account, and you manage roles and permissions within Effecta Connect yourself. Dashboards run on a Windows server in your network or in our hosting; Contacts is SaaS and needs no server of its own. Effecta Connect stores no conversation data. Only the users who log in are in the database, with name, email address and phone number. Exactly which Graph permissions are needed is something we agree in the technical intake, so that you grant no more than necessary.
Contacts and Entra ID
A phone directory that is always correct.
Contacts takes name, department, job title and phone numbers from Entra ID and, where needed, combines them with other sources via REST API or SQL. Colleagues search by name, department or job title and see who is calling on supported devices. If something changes in Entra ID, it changes in the app. Want to see who is on duty right now as well, and have duty numbers forwarded automatically? You can with Shifts, in the same app; forwarding of duty numbers via Shifts is on request outside Cisco UCCX. More about Contacts
Requirements
- Entra ID app registration with read permissions for directory and presence, and for single sign-on.
- For Dashboards: a server that meets the system requirements (minimum 2 cores 3.2 GHz, 8 GB RAM, 100 GB storage, 1 Gbps, Windows Server 2012 R2 or later; recommended 4 cores, 16 GB, 250 GB, Windows Server 2016 or later) or our hosting. For Contacts: no server of your own, SaaS.
- Domain name with SSL certificate.
- For contact centre KPIs on the same dashboard: a read-only account or API access to your contact centre. All details at Security, GDPR and hosting.
For the problem owner
One login, one phone directory, one screen with everyone on it.
Your organisation already works in Microsoft 365. Employees are in Teams, at home and in the office, and their details are in Entra ID. Yet reception still searches a list from last year and the team leader does not know whether the second line is reachable. Effecta Connect uses what you already have: a phone directory app that updates itself, presence of colleagues next to the queue on the wallboard, and logging in with the Microsoft account everyone already knows. No new password, no second user list to manage. For IT it is an app registration; for the organisation it is a screen and an app that are correct.
View the modules: Dashboards and Contacts
More about the Microsoft integration
Microsoft Teams contact centre: Teams and your contact centre on one screen.
In practice, a Microsoft Teams contact centre rarely consists of Teams alone. Most organisations have a contact centre on Cisco, Avaya, Genesys or Mitel for customer contacts, and Teams for everything around it: meetings, chat and the reachability of second-line colleagues. The problem arises at the boundary. The agent sees the queue, but not whether the back-office colleague is available. Effecta Connect puts those two worlds side by side on one screen.
For the agent that means: look first, then transfer. For the team leader it means that a peak in the queue can be linked to the availability of the second line, so there is a concrete action instead of just a red widget. If your telephony runs entirely in Teams, we look in the technical intake at which source is most suitable for the queue data.
Entra ID single sign-on for everyone who logs in
Entra ID single sign-on makes managing Effecta Connect simpler than managing most of the tools around it. There is no separate user list to maintain: anyone who is in Entra ID and has the right role can log in; anyone who leaves the organisation loses access automatically. You decide roles and permissions within Effecta Connect yourself, per team or per location. View Contacts for the phone directory from Entra ID, or request a Proof of Concept on your own tenant.
See how it works on your Microsoft tenant?
A Proof of Concept is usually sorted in an afternoon. We do the configuration.
- No conversation data stored
- No vendor lock-in
- Data processing agreement as standard