Requirements for Microsoft Teams Integration

The requirements for the Microsoft Teams integration depend on the interactions you want to capture.

Microsoft Office license

To capture Microsoft Teams interactions in Verint WFO, the customer must obtain Microsoft 365 A3/A5/E3/E5/Business Premium, Office 365 A3/A5/E3/E5 license, Teams Rooms license, or Microsoft Teams Shared Devices license.

Servers required for audio, video, and VbSS interactions

Azure-based servers
- IP Recorder + Recorder Adapter Proxy Service (Recording Bot)
  
  Microsoft requires that the Recorder Bot be in Azure.
  
  July 2020 release only supports local to Recording bot.
- Each VM hosting a Teams Recording Bot must have a public IP address in Azure (ILPIP) and a CNAME record. The CNAME record belongs to the domain of your Teams tenant that is pointing to this public IP address.
Azure / AWS / On-Premise servers
- Recorder Integration Service
- Screen Recorder (Recording Microsoft Teams Agent Desktop or Screen uses the Screen Recorder as in any other integration.)
- Archive
- Data center

Minimum software for video and VbSS recording

Video and VbSS recording requires WFO version 2020R1.

Verint KB requirements for audio and chat recording

The customer must install WFO HFR7 or higher, including the Recorder and Recorder Integration Service, and the following software HFR7 patches provided by Verint.

Enterprise Manager - EM KB190871
Recorder Integration Service - RIS KB193108
For audio recording, IP Capture - ipcapture KB193087
For chat recording, Text Capture - Interaction Capture KB193093

The party configuring the system must also have Administration rights for Verint WFO.

Information needed to install and configure Azure

At a minimum, a Contributor role on the Azure subscription
An Admin role to grant admin consent for permissions
Each VM that hosts an Teams Recording Bot Adapter must have a public IP address in Azure (ILPIP) and a CNAME record. The CNAME record belongs to the domain of your Teams tenant that points to this public IP address.
Virtual machine names, and Administrator user name and password
If an Application Gateway is used, it must have a public IP address