Delivering timely, personalized support just got easier. With Microsoft Teams now integrated directly into the Browser UI (BUI) & Chat, support teams can instantly shift to live collaboration sessions—all within a single interface. This blog walks through the configuration steps that administrators need to follow to enable this feature. Once set up, 

• Agents can launch or schedule Teams meetings straight from the Web Meeting Center in the Browser UI
• Agents can launch a Teams meeting during a live chat session

An integration with Microsoft Teams creates smoother escalations and real-time resolution when it matters most. Whether helping troubleshoot complex issues or guiding customers through tailored solutions, this integration empowers support teams with speed, flexibility, and connection.

How does the Microsoft Teams integration work?

Agent Experience: Microsoft Teams Integration in the Browser UI

Access Microsoft Teams directly from the BUI and once logged into Microsoft Teams, then

• Immediately launch a meeting and share the meeting link with the customer for real-time collaboration  
• Schedule future meetings 
• Create and manage meetings tied to specific contact or incident records  

Agent Experience: Microsoft Teams Integration in Live Chat (BUI)

Agents with Teams-enabled profiles see a “Start a web meeting” button in the chat header, and once logged into Microsoft Teams, then

• Clicking the button triggers a meeting invite link in the public response panel  
• Agents can edit the invite text or send it as-is  
• Once sent, the invite appears in the agent’s transcript panel
• And the chat customer receives a clickable meeting link in their chat window

System Requirements for the Microsoft Teams Integration in 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 feature does not require a CX upgrade 
• 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

Configuring the Microsoft Teams Integration in Oracle B2C Service

Want to enable real-time collaboration directly within the Browser UI? Follow these step-by-step instructions to integrate Microsoft Teams with Oracle B2C Service and empower your agents to seamlessly launch meetings during customer interactions:

1. Within the Browser UI
2. Navigate to Administration > Web Meeting Center > Microsoft Teams Configuration

   

3. Create a new connection for this integration. 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
4. Profile Access for Browser UI users. If users of the Browser UI (agents, supervisors, etc) require access to the MS Teams integration, then navigate to the “Web Meeting Center” tab and include the relevant interfaces/profile. Note: Each profile can only be mapped to one web meeting connection at a time 

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6. Profile Access for Chat users. If chat users (agents, supervisors, etc) require access to the Microsoft Teams integration, then navigate to the “Engagement Panel” tab and include the relevant interfaces/profile. Note: Each profile can only be mapped to one web meeting connection at a time

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8. Microsoft Teams API Connection. To make the connection between Oracle B2C Service and the Microsoft Entra Application enter the required details in the “Configuration” tab. More details are provided in the next section of this blog

   

    

9. Save your changes

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

Microsoft Entra Application Configuration Tips

To enable secure and seamless Microsoft Teams integration within the Browser UI, your system needs to be registered with the Microsoft Entra Application. Microsoft Entra makes the integration secure, manageable, and compliant with your organization’s identity and access controls.

1. Go to https://entra.microsoft.com/
2. Use your Azure/Microsoft account to log in
3. Copying Tenant ID 
   1. Browse to Entra ID > Overview > Properties
   2. Scroll down to the Tenant ID section and you can find your tenant ID in the box

      

4. For New Microsoft Entra Application
   1. Browse to Entra ID > App registrations and select New registration

      

       

   2. Enter a meaningful Name, for example identity-client-app. App users can see this name, and it can be changed at any time
   3. Under Supported account types, select Accounts in this organizational directory only (Single Tenant)
   4. Select Register to complete the app registration

      

       

5. Copying Application (client) ID
   1. Browse to Entra ID > App registrations and select your application

      

       

   2. Go to Overview in the Application Menu
   3. Copy Application (client) ID to Application (client) ID field

      

       

6. Create a Client Secret
   1. Browse to Entra ID > App registrations and select your application

      

   2. Select Certificates & secrets > Client secrets > New client secret

      

       

   3. Add a description for your client secret
   4. Select an expiration for the secret or specify a custom lifetime. Client secret lifetime is limited to two years (24 months) or less
   5. Select Add

      

       

   6. Immediately copy the value of the secret. It will not be visible again. This is the Client credential (Client secret)
7. Adding Redirect URIs
   1. Browse to Entra ID > App registrations and select your application
   2. Go to Authentication in the Application menu
   3. Under Platform configurations, select Add a platform

      

   4. Under Configure platforms, select the Web to configure its settings

      

       

   5. Copy Redirect URI from the Oracle B2C Service Configuration Page in the Redirect URIs section

      

   6. Paste the URL in the Redirect URI section

      

   7. Redirect URI will be listed in the Web section

      

   8. Add Redirect URIs for each interface. The values for each interface can be copied from the generated Redirect URIs. Save your changes

      

8. There are 7 different Application’s API permissions are required to be configured
   – offline_access
   – OnlineMeetingArtifact.Read.All
   – OnlineMeetings.ReadWrite
   – Calendars.ReadWrite
   – User.Read
   – OnlineMeetingRecording.Read.All
   – People.Read
   1. Browse to Entra ID > App registrations and select your application
   2. Go to API Permission in the Application menu
   3. Select Add a permission to add new permission

      

   4. Select Microsoft Graph

      

       

   5. Select Delegated Permission

      

       

   6. Search offline_access, select and click Add permission 

      

       

   7. Add other API Permissions for OnlineMeetingArtifact.Read, AllOnlineMeetings.ReadWrite, Calendars.ReadWrite, User.Read, OnlineMeetingRecording.Read.All, and People.Read

      

Now, you can thoroughly test the Microsoft Teams integration with the Browser UI & Chat!