Setup - Teams Phone Agent Appointment tools

  • Applies to: Microsoft Teams, Skype for Business

Note

Teams Phone Agent is currently only available to customers in the Frontier Public Preview program.

This article is for IT pros and Teams Administrators who want to create Appointment tools for use with Teams Phone Agent.

Planning and licensing review

Planning

Licensing

Known issues

None. Adding some info here.

What's new for Appointment tools in the past six months

  • June 15
    • Entered Frontier Public Preview

Steps to create an Appointment tool for Teams Phone Agent

  1. In the Teams Admin Center, expand Voice, select Templates and resources, Tools, and then select Add.

    Screenshot showing tools being selected on the template and resources pages

  2. Enter a Name and Description for the tool.

  3. Select Appointment as the tool type.

    Screenshot showing the tool type available when creating a new tool.

  4. Select the Caller authentication method. This controls how the caller is verified.

    • SMS - a code is sent via SMS
    • Email - a code is sent via email
    • User Details - the caller is requested to provide their details on the call

  5. Select the API authentication type. This controls how Teams Phone Agent authenticates with the booking system endpoints.

    • Basic (Static) - Note: This is actually "No authentication"
    • API Key (Static)
    • Bearer Token (Static)
    • Bearer Token (Dynamic)

  6. Required call flows

    Call flows are the independent steps required to authenticate callers for access to the booking system, to retrieve available time slots, to book, retrieve, update, and delete appointments.

    Based on the Caller authentication method, the following call flows are required:

    System authentication

    SMS / Email User details
    Generate auth token Generate auth token

    This call flow is only required if the API authentication type is set to Bearer Token (Dynamic)

    Caller authentication

    SMS / Email User details
    Initiate caller authentication
    Authenticate caller Authenticate caller

    The Initiate caller authentication step requests the booking system send an email or SMS to the caller. The message should contain a one-time numeric code that the caller provides to Teams Phone Agent.

    Book appointment

    SMS / Email User details
    Get available appointment time slots Get available appointment time slots
    Book appointment Book appointment

    Manage appointments

    SMS / Email User details
    Get upcoming appointments Get upcoming appointments
    Update appointment Update appointment
    Delete appointment Delete appointment

  7. Save

The appointment tool is now ready to be added to Teams Phone Agent.

PowerShell

For instructions on creating an Appointment tool using PowerShell, see Setup Teams Phone Agent with PowerShell.

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