Things to know

The Mirage MS-Teams integration uses MS Teams as the phone system, but some differences that arise from the Mirage integration are important to understand.

It is essential to understand the differences in the user experience and read this chapter.

The call is similar to a conference call between you, the caller and a BOT is handling the conference. This is why the BOT invites you to the call (in- and outbound) and you have to accept the call. The bot is always visible in the call.

Synchronizing the presence state between Salesforce and MS-Teams could take a few seconds. If it is only a short call, it could be that you do not see all presence states in sync - e.g. MS-Teams goes after the call to Available but Salesforce goes to Call Wrap-up time. After some time the presence state will be again in sync.

If the presence states are not in sync, select Logout and then available. This will initiate the sync of the presence state.

If a caller terminates a call before you answer, the Microsoft Teams Toaster is still signaling the call, but you get a message in the CTI Data Connector SoftPhone. You have to end the call in the Microsoft Teams Toaster manually. In case you are logged out in the CTI Data Connector SoftPhone and

•the call is a direct extension call, the call will directly terminate

•the call is a queue call, the Microsoft Teams Toaster is still signaling the call and you have to end the call in the Microsoft Teams Toaster manually.

If the Salesforce connection is active, you must reject the call in Salesforce. Rejecting the call in the Microsoft Teams Toaster will still initiate the call but the other party will not be able to talk.