# Connector for Microsoft Teams

{% hint style="warning" %}
This documentation references external sources. Nexthink does not have control over the accuracy of third-party documentation, nor any external updates or changes that might create inconsistencies with the information presented on this page. Please report any errors or inconsistencies to [Nexthink Support](https://support.nexthink.com/).
{% endhint %}

The connector for Microsoft Teams allows you to measure and view call quality data and use the Nexthink web interface to investigate, troubleshoot and remediate Zoom call issues for well-informed decisions when optimizing the digital employee experience (DEX).

## Prerequisites <a href="#connectorformicrosoftteams-prerequisites" id="connectorformicrosoftteams-prerequisites"></a>

* Users are part of Microsoft Entra ID.
* Log in to Azure using a Microsoft Entra ID-joined device or use Active Directory synchronized with Microsoft Entra ID.
* You have enabled the connector for Entra ID for [Microsoft Hybrid Entra joined devices](https://docs.microsoft.com/en-us/azure/active-directory/devices/concept-azure-ad-join-hybrid). Refer to [Connector for Microsoft Entra ID (Azure AD)](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/inbound-connectors/connector-for-microsoft-entra-id-azure-ad) for more information.
* You have a [Collaboration Experience](https://www.nexthink.com/platform/collaboration-experience/) license from Nexthink.

## Configuring the Azure application <a href="#connectorformicrosoftteams-configuringtheazureapplicationconfigureazureapp" id="connectorformicrosoftteams-configuringtheazureapplicationconfigureazureapp"></a>

Configure the application from the [Azure](https://azure.microsoft.com/es-es/free/search/?ef_id=_k_EAIaIQobChMIodqLx8ichgMVu5xQBh2GnA_UEAAYASAAEgJxevD_BwE_k_\&OCID=AIDcmm68ejnsa0_SEM__k_EAIaIQobChMIodqLx8ichgMVu5xQBh2GnA_UEAAYASAAEgJxevD_BwE_k_\&gad_source=1\&gclid=EAIaIQobChMIodqLx8ichgMVu5xQBh2GnA_UEAAYASAAEgJxevD_BwE) page to retrieve call-quality data:

1. Sign in using your Azure credentials.
2. Register a new application.
   * During the registration process, select the **Single tenant** option.
3. For the **Redirect URL**, select **Web**.
   * If the application already exists in the Azure portal, you can reuse the application to assign the permissions to read the call records.
4. **Register** the application.
5. Access the **API Permissions** option from the left-side menu.
6. Add permission for **Microsoft Graph**.
   * Select **CallRecords.Read.All** and add the API permission. See the image below.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-02312c25fe03c26933d619ae5208db736c2d6013%2Fimage-20240524-061021.png?alt=media" alt="Configuring the Azure application" width="760"><figcaption></figcaption></figure>

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-45bf696db287ca7253d52ad72870f8da0428b2fc%2Fimage-20240524-061723.png?alt=media" alt="image-20240524-061723.png" width="760"><figcaption></figcaption></figure>

{% hint style="info" %}
The **Status** column on the permissions list indicates if the Azure account you are using lacks proper privileges.
{% endhint %}

Refer to the [Microsoft documentation](https://docs.microsoft.com/en-us/graph/auth-register-app-v2) for more information on the steps listed above.

7. Open the **Overview** section of the configured application to copy and save Azure AD credentials for future reference. That is, for the [Nexthink connector configuration](#connectorformicrosoftteams-configuringtheconnectorinthenexthinkwebinterfaceconnectorconfiguration).
   * **Application (client) ID**
   * **Directory (tenant) ID**

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-cecf827d98f58d1255944b3c069c4d825475b356%2Fimage-20220513-132432.png?alt=media" alt="MS Teams enrichment" width="744"><figcaption></figcaption></figure>

8. Generate and copy the client secret **Value** in the Azure portal using the **Certificates and secret** option for future reference. That is, for the [Nexthink connector configuration](#connectorformicrosoftteams-configuringtheconnectorinthenexthinkwebinterfaceconnectorconfiguration).
   * Click on **New client secret**.
   * Fill in the **Description** and **Expiration** values.
   * Click **Add** and copy the **Value**.

{% hint style="info" %}
You need to update the client secret both in the Azure portal and for the Nexthink connector after the expiration date.
{% endhint %}

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-b1527f0caa2ca474810b41caf647fa593a2622b6%2Fimage-20220419-071120.png?alt=media" alt="Generate new client secret" width="744"><figcaption></figcaption></figure>

## Configuring the connector in the Nexthink web interface <a href="#connectorformicrosoftteams-configuringtheconnectorinthenexthinkwebinterfaceconnectorconfiguration" id="connectorformicrosoftteams-configuringtheconnectorinthenexthinkwebinterfaceconnectorconfiguration"></a>

From the Nexthink web interface:

1. Select **Administration > Inbound connectors** from the main menu.
2. Select **Microsoft Teams** from the list of inbound connectors.
3. Enter the three **Credentials** gathered from the application configured in Azure. See [steps 7 and 8](#connectorformicrosoftteams-configuringtheazureapplicationconfigureazureapp) from above.
4. **Save** the MS teams inbound connector.

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-5a1058086b12928925215a1d2eb1a1d3660aed32%2Fteams-1665479648.png?alt=media" alt="Configuring the MS Teams connector in the Nexthink web interface" width="744"><figcaption></figcaption></figure>

## Known limitations <a href="#connectorformicrosoftteams-knownlimitationsknownlimitations" id="connectorformicrosoftteams-knownlimitationsknownlimitations"></a>

* The system cannot retrieve call-quality data for macOS devices that are not on-premises AD joined.
* Sometimes, the system does not link calls to the virtual machine because the Microsoft Teams connector identifies devices based on the MAC address, which is not always reliable for virtual machines.

## FAQ <a href="#connectorformicrosoftteams-faq" id="connectorformicrosoftteams-faq"></a>

&#x20;

<details>

<summary>How does the system calculate the call quality?</summary>

The audio and video call quality classification is based on Microsoft’s definition of good versus poor.

Refer to the Microsoft [Stream Classification in Call Quality Dashboard](https://docs.microsoft.com/en-us/microsoftteams/stream-classification-in-call-quality-dashboard) documentation.

</details>

<details>

<summary>Do I always need to use the connector for Microsoft Entra ID to obtain the call quality data?</summary>

Not necessarily. If all users only authenticate through Entra ID, the connector for Microsoft Entra ID is not needed.

You should enable the connector for Entra ID only for [Hybrid Entra ID joined devices](https://docs.microsoft.com/en-us/azure/active-directory/devices/concept-azure-ad-join-hybrid). For example, when some users authenticate against (on-premises) Entra ID.

</details>

<details>

<summary>What happens if a user receives a call on a device that doesn’t have Nexthink Collector installed?</summary>

Nexthink associates the call-quality data for users with at least one device running Collector on it. Therefore, when a user joins a Microsoft Teams call on a mobile device that does not have collector installed, the system reports the session details for the user but does not capture the device information.

</details>

<details>

<summary>How can I verify that I have properly configured the subscription?</summary>

From the Nexthink web interface, use the **Test Credentials** button on the connector page to validate the **Azure Tenant ID**, **Azure Client ID,** and **Azure Client Secret** values.

</details>

<details>

<summary>How often is the call-quality data refreshed? Is it instant?</summary>

The current mechanism uses a subscription to receive the data from Graph API.

Every time a call ends, the system pushes the call details to the Nexthink platform. The process is not instant, as the data typically arrives 5 to 10 minutes after the call ends.

</details>

<details>

<summary>Does Nexthink retrieve call-quality data for calls from a virtual machine?</summary>

This is a [Known limitation](https://docs.nexthink.com/platform/~/changes/Sh4xqs4GDClkDKT9Hvux/integrations/inbound-connectors/connector-for-microsoft-teams), as sometimes, the system does not link calls to the virtual machine because the Microsoft Teams connector identifies devices based on the MAC address, which is not always reliable for virtual machines.

</details>


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