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Environment:

Browser UI
Oracle B2C Service

This feature requires a feature flag; please raise a service request with our Technical Support team to have this feature configured for your site

This enhancement is available in the BUI AUG I release, available on non-production sites July 25, 2025 and on production sites August 08, 2025

This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers

Resolution:

Microsoft Teams can be integrated with the Browser UI. Administrators are responsible for configuring this integration within the system. After the integration is set up, agents handling customer interactions in the BUI (Browser User Interface) have the ability to schedule or instantly create Microsoft Teams meetings directly from the Web Meeting Center. This allows agents to escalate interactions based on customer needs and seamlessly transition to live collaboration sessions when real-time support is required.

This answer describes the following use cases for Browser UI users:

1. The agent’s experience using the Microsoft Teams integration
2. The end-user’s experience when the Microsoft Teams integration in enabled
3. The administrator’s experience to implement & configure the Microsoft Teams integration

Please Note: This feature is not available for Oracle B2C Service sites deployed in Oracle U.S. Government data centers

(1) Browser UI + Microsoft Teams Integration: Agent Experience

Agents who are logged into the Browser UI can access the Microsoft Teams integration

• To open the Microsoft Teams window, click the Microsoft Teams icon to the right of the interaction workspace
• A browser panel opens, where agents are required to log into Microsoft Teams

Once logged into Microsoft Teams, the agent can

• Open an instant meeting, to begin immediately
  • Click the Instant Meeting tab
  • A new browser window automatically opens
  • The Microsoft Teams platform launches
  • Share the meeting details with the end-user, so they can join
• Schedule a meeting, to begin at some time in the future
  • Provide the following details
    • Meeting Topic: This is a required text field
    • Attendees: Search and select from organization contacts, staff accounts, Microsoft Teams contacts, or manually enter the email address of an attendee. Easily clear the attendees list by clicking the Clear Selection button
    • Date & Time: This is a required field that is based on the interface date/time
    • Duration: This is a required text field. The default is 15 minutes; agents can manually select the required hours & minutes
  • Click the Schedule button to create the meeting
  • Click the Cancel button to clear all fields
• View a list of Upcoming Meetings within the My Meetings tab
  • The list includes meetings the agent has created from within the Browser UI
• Join a scheduled meeting
  • Go to the My Meetings tab
  • Go to the Upcoming Meetings tab
  • Click the Join button
  • A new browser tab opens, launching the Microsoft Teams platform
• Edit a scheduled meeting
  • Go to the My Meetings tab
  • Go to the Upcoming Meetings tab
  • Click the Edit button
  • The Schedule Meeting tab opens, and edits can be made
  • Click the Update button to save the changes
  • Click the Discard button to remove the changes
  • Note: Meetings created in the Browser UI can be edited within the Browser UI. Meetings created outside the Browser UI cannot be edited from within the Browser UI
• Delete a scheduled meeting
  • Go to the My Meetings tab
  • Go to the Upcoming Meetings tab
  • Click the Delete button
  • When presented with the message "Are you sure you want to cancel this meeting?” make a selection
    • Selecting 'No' closes the message and nothing happens
    • Selecting 'Yes' closes the message, cancels the meeting, and sends an automatic email to announce the cancellation
  • Notes:
    • Only the agent that created the meeting can delete/cancel the meeting
    • Meetings created in the Browser UI can be edited within the Browser UI. Meetings created outside the Browser UI cannot be edited from within the Browser UI

And, when an Incident record or Contact record are open, the agent can

• Create a contextual meeting
  • Go to the Schedule Meeting tab
  • Provide the following details
    • Meeting Topic: This is a required text field
    • Attendees: Search and select from organization contacts, staff accounts, Microsoft Teams contacts, or manually enter the email address of an attendee. Easily clear the attendees list by clicking the Clear Selection button
    • Date & Time: This is a required field that is based on the interface date/time
    • Duration: This is a required text field. The default is 15 minutes; agents can manually select the required hours & minutes
  • Click the Schedule button to create the meeting
  • Click the Cancel button to clear all fields
• View a list of Upcoming Contextual Meetings within the My Meetings tab
  • This list includes upcoming meetings associated with the open contact or incident record that the agent has created from within the Browser UI
  • If the agent does not have a record open (contact or incident), then the Upcoming Contextual Meetings button is disabled
• Join a scheduled contextual meeting
  • Go to the My Meetings tab
  • Go to the Upcoming Contextual Meetings tab
  • Click the Join button
  • A new browser tab opens, launching the Microsoft Teams platform
• Edit a scheduled contextual meeting
  • Go to the My Meetings tab
  • Go to the Upcoming Contextual Meetings tab
  • Click the Edit button
  • The Schedule Meeting tab opens, and edits can be made
  • Click the Update button to save the changes
  • Click the Discard button to remove the changes
  • Note: Meetings created in the Browser UI can be edited within the Browser UI. Meetings created outside the Browser UI cannot be edited from within the Browser UI
• Delete a scheduled meeting
  • Go to the My Meetings tab
  • Go to the Upcoming Contextual Meetings tab
  • Click the Delete button
  • When presented with the message "Are you sure you want to cancel this meeting?” make a selection
    • Selecting 'No' closes the message and nothing happens
    • Selecting 'Yes' closes the message, cancels the meeting, and sends an automatic email to announce the cancellation
  • Notes:
    • Only the agent that created the meeting can delete/cancel the meeting
    • Meetings created in the Browser UI can be edited within the Browser UI. Meetings created outside the Browser UI cannot be edited from within the Browser UI
• View a list of Archived Contextual Meetings within the My Meetings tab
  • This list includes any historical Contextual Meetings that are associated with the open record (contact or incident) that the agent has created
  • If the agent does not have a record open (contact or incident), then the Archived Contextual Meetings button is disabled
  • Copy the contextual meeting details to the clipboard
  • For the open record (contact or incident), create a private note that contains the details about the archived contextual meeting
  • If available, access the list of attendees associated to the archived contextual meeting
  • If available, access the recording associated to the archived contextual meeting

And, the agent can access the Microsoft Teams Directory to easily select meeting attendees from company contacts, company accounts, or their own Microsoft Teams calendar contacts

• Company Contacts: A list of contacts in the organization
• Company Accounts: A list of staff accounts in the organization
• Calendar Contacts: A list of contacts from the agent’s existing Microsoft Teams calendar

(2) Browser UI + Microsoft Teams Integration: End User Experience

Given the Microsoft Teams integration is enabled by the administrator 
Given the agent is logged into the Browser UI
When the agent invites an end-user to a web meeting
Then the end-user receives an email message from Microsoft Teams, that contains:

• A calendar invitation with the standard template for an Microsoft Teams meeting
• Any URLs included in the calendar invite are active & clickable

(3) Browser UI + Microsoft Teams Integration: Administrator Experience, System Requirements & Configuration Steps

System Requirements

• This feature does not require a CX upgrade
• Detailed guidance on configuring the Microsoft Teams integration is also available on our Oracle B2C Service Development blog here: Oracle B2C Service: Microsoft Teams Integration for Browser UI & Chat

Step 1 - Create a new connection for the integration

Create a new connection for the Microsoft Teams integration within the Browser UI:

1. Log into the Browser UI
2. Go to the Administration page (menu in the upper left corner)
3. Go to “Web Meeting Center”
4. Go to “Microsoft Teams Configuration”
5. Create a new connection for this integration
6. When creating a new connection, the menu contains a series of action buttons across the top of the page: 
   1. Save: Persists changes 
   2. Save & Close: Persists changes and closes the tab 
   3. Refresh: Discards unsaved changes 
   4. Delete: Removes the current configuration record
7. When creating a new connection, the following details are automatically included: 
   1. Type: Shows the name of the meeting platform, defaulted to Microsoft Teams
   2. Notes: This is an optional field. Enter helpful notes about this connection here
   3. Created: Date and time this connection was created
   4. Created By: The name of the user that created this connection
   5. Updated: If this connection is updated, the date & time are listed
   6. Updated By: If this connection is updated, the name of the user that made the update is captured

Step 2 - Configure the integration

Profile Access for Browser UI users

If users of the Browser UI (agents, supervisors, etc.) require access to the MS Teams integration, then include the relevant interfaces/profile:

1. Within the new connection, navigate to the Web Meeting Center tab
2. For any interface, use the menu to select the profile(s) for which this feature is enabled
3. Select an interface
4. Select the profile from the menu on the left, then use the arrow button to move the profile to the menu on the right (this shuffle control allows multiple profiles to be selected at one time)
5. Note: Each profile can only be mapped to one web meeting connection at a time

Microsoft Teams API Connection

Helpful Hint: The Configuration Guide tab provides step-by-step instructions and direct links to help you set up your Microsoft Entra Application configuration. You can follow these detailed guides to gather the necessary information—such as Client IDs, Tenant IDs, and other required values—for use in the Configuration tab. This ensures you have all the details needed to complete your setup efficiently and accurately

To make the connection between the Browser UI and the Microsoft Entra Application, the following information is required:

1. Within the new connection, navigate to the Configuration tab
2. Directory (tenant) ID: This is a required field. Once your Microsoft Entra Application new APP is created, there is a related Tenant ID, use the Tenant ID in this field to define this connection. Please see the Configuration Guide tab for more information
3. Application (client) ID: This is a required field. Once your Microsoft Entra Application new APP is created, there is a related Client ID, use the Client ID in this field to define this connection. Please see the Configuration Guide tab for more information
4. Client credentials (Client Secret): This is a required field. Once your Microsoft Entra Application new APP is created, there is a related Client Secret, use the Client Secret in this field to define this connection. Please see the Configuration Guide tab for more information
5. Generate Redirect URLs: This section provides a dropdown list containing all available interfaces for the site. To create a redirect URL, simply click the dropdown and select the desired interface. Once an interface is selected, a unique redirect link is automatically generated and displayed. You can easily copy this link by clicking the copy button next to it. This feature streamlines the process of generating and sharing redirect URLs for different site interfaces

Step 3 – Save the connection & test the integration

• Save changes
• Test: Ensure the integration with Microsoft Teams is in good working order for the interfaces & profiles defined
• Note: To edit an existing connection, simply open the connection, make the changes, save your work