Teams Phone Call Integration with Thunai

Overview

The Teams Phone Call Integration in Thunai allows users to make and manage phone calls directly through Microsoft Teams, while leveraging the power of Thunai's AI-driven workflow automation. This integration seamlessly bridges the gap between communication channels and business operations, enabling a streamlined experience for teams, particularly those in sales, support, and customer success.

Key Features

Seamless Call Management

Integrated AI-Powered Call Handling

Automated Call Logging

Personalized Call Scripts and Templates

Call Analytics and Reporting

Real-time Collaboration

Step 1: Generate the ACS, ClientID, and Clientsecret from Azure.

• Log in to your Azure Account.
• Navigate to Communication Services in the Azure portal.
• Click on Create a Connection to begin setting up the service.

Step 2: Select Services >> Settings>> Keys and copy the primary key Connection String (Communication Service Connection String).

Step 3: Go to the App registration >> Create a New Registration.

Step 4: Copy the ClientId - (Application Client Id)

Step 5: Go to Certification & Secrets and click create new secret, and copy the Client secret

Step 6: Navigate to the API Permissions section and grant the permissions listed in the image below.

Step 8: Access the Thunai Application

• Open the Thunai application.
  • In the menu, click on the "Teams Phone Call" option.
  • Click the "Connect" button to initiate the connection process.
• Enter the following required details:
  • Communication Service Connection String: Provide your Azure Communication Service Connection String (ACS).
  • Client ID: Enter your Azure Client ID.
  • Client Secret: Enter your Azure Client Secret.
  • After entering the details, click the "Submit" button to proceed.
  • Finally, click "Save" to complete the configuration.

Step 9: Once all the requested details are entered, the application will be connected

Integration with Agents

Teams Phone can be integrated with Chat, Voice, and Email Agents to enable customer care services through Teams calls. Based on configured workflows, both incoming and outbound calls can be managed, ensuring seamless communication with users directly from the agent system.

Supported Agents & Features

1. Chat Agents

• Trigger Teams Calls – Initiate outbound Teams calls from chat conversations as per workflow.
• Workflow-Based Handling – Calls are triggered only when workflow conditions are met.
• Customer Care Support – Enable direct escalation from chat to Teams call.

2. Voice Agents

• Incoming & Outbound Calls – Manage customer care interactions through Teams Phone.
• Workflow-Based Call Routing – Direct calls to appropriate users/agents based on workflow.
• Seamless Experience – Switch between automated voice interaction and live Teams call.

3. Email Agents

• Escalate via Teams Call – Convert email queries into call actions when workflows demand.
• Workflow-Based Mapping – Ensure the right customer/agent receives the Teams call.
• Customer Care Service – Provide direct voice support from email requests.

Configuration

1. Create & Configure Common Agents
   • Set up Chat, Voice, or Email agents with Teams Phone integration.

👉 Learn how to create & configure agents

2. Set Workflow & Map with Teams Phone
   • Define workflows for handling incoming and outbound calls.
   • Map workflows to trigger Teams Phone actions automatically.

👉 Learn more about workflows here

Once configured, Teams Phone allows agents to handle customer care calls (incoming & outbound) directly from workflows, across Chat, Voice, and Email Agents.