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Configuring a Microsoft Entra ID / Teams Connector

What is a Connector? #

A connector is the way ISI Analytics stores the required information needed to retrieve data from a third party platform.  ISI Analytics supports many different connector types and a customer can mix and match connectors within a single environment.

Getting Started #

This document provides the instructions for configuring a Microsoft Entra ID or Teams Connector for use with ISI Analytics.  Before you begin, please ensure you have the following:

Adding a New Connector #

  1. Login to ISI Analytics
  2. Once logged in, browse to the Connectors page by clicking the Connector menu option from the navigation bar.
  3. Next, Click the  button.
  4. Select the Manufacturer, Microsoft.
  5. Select the Type, Entra ID / Teams.

Basic Information #

Begin by entering the Basic Information. Provide a friendly name for your connector and optionally, any additional information that may be helpful to identify it.

Features #

Next, select the Features you want to enable for this connector.

  • Call Reporting: provides access to Standard Dashboards and Call Reporting Features.
  • Queue Analytics: provides access to Queue Dashboards as well as Queue and Agent reporting.
    • Note that Queue Analytics requires additional licensing.
    • The Queue Analytics authorization requires standard Graph Authorization and the Global Reader role to be assigned to the Enterprise app
    • Optionally, a service account can be used to enable Enhanced Queue Analytics
  • Directory Import: provides additional business intelligence, including user information and organizational hierarchy from Entra ID.
    • Directory Imports can be used to import directory information into any Data Source.

Connection Information #

  1. Once Features are enabled, you will need to input your Entra ID Tenant ID to connect ISI Analytics to your Microsoft environment.
  2. Click Authorize

  3. The dialog box for Authorization will open. If you selected multiple Features, multiple authorization links will exist. Each authorization is required. You can click the arrow to open the link in a new tab, or the copy button to copy the link. Note: A a Microsoft 365 Administrator will need to complete the authorizations. 

  4. Login using your Microsoft Credentials and approve the permissions.

    • If you do not have Administrative privileges, you will see this screen instead.  Either login with a different account that has Administrative privileges or ask an Administrator to authorize.

Global Reader Access for Queue Analytics #

If Queue Analytics is enabled, the Infortel Teams Call Queue Analytics Enterprise App requires the Global Reader role to sync Queue configuration to ISI Analytics (ex: Queue Name, Queue UPN).

  1. Login to https://entra.microsoft.com
  2. Navigate to Identity -> Show more -> Roles & admins -> Roles & admins on the left
  3. On the Roles & admins page, search for Global Reader
  4. Click on Global Reader
  5. Click Add assignments
  6. Search for Infortel Teams Call Queue Analytics
  7. Check the box for the Infortel Teams Call Queue Analytics Enterprise app and click Add
  8. Once added, the Enterprise App/ServicePrincipal should show in the list of objects that have the Global Reader role assigned to them.

Enhanced Queue Analytics #

If Queue Analytics is enabled, it is recommended to create a service account for Enhanced Queue Analytics. Enhanced Queue Analytics provides statuses for a queue when it times out, overflows, or no agents are available. Without the service account enabled, Queue Handling is limited to Answered, Abandoned, or Unanswered statuses.

Service Account Requirements:

  • Global Reader Role
  • Multi-Factor Authentication must be disabled
  • Password Requirements:
    • Password can contain lowercase and capital letters, numbers, and the symbols !@#$%^&*()-+`~_=:<>
    • The password should not expire

Optionally, the service account can be secured by adding a Conditional Access Policy. This policy will restrict the user so it can only be accessed by ISI Analytics.

Once the account is created, input the username/password under Enhanced Queue Analytics. Use Test Connection to verify the credentials.