SightCall for Microsoft Teams allows an agent to send a SightCall session link to a guest. The agent can choose one of their use cases to generate the SightCall session link. If the agent has multiple use cases associated to them in SightCall, they will be accessible in the SightCall for Microsoft Teams app.
This integration streamlines the delivery of a SightCall invitation; it doesn't build SightCall functionality into Microsoft Teams.
How it works
The SightCall or Microsoft Teams is an app installed in Microsoft Teams. You can access SightCall within Microsoft Teams by using the SightCall icon in the three-dots menu or, if the icon is pinned, selecting it at the bottom icon bar.
This integration allows the agent to select a use case and generate a SightCall session link associated with the use case chosen by the agent. Once the link is generated, the agent can send the link through the Teams conversation.
The guest receives a card with the link to join the SightCall session. Once clicked, the session begins for the agent.
The SightCall session starts via the Visual Support app, WebRTC, or using the No App Experience according to the use case configuration.
Using SightCall for Microsoft Teams
You can use SightCall for Microsoft Teams app using the Teams website, desktop app, or mobile app.
Using the SightCall app with the Teams desktop app or website
To use SightCall for Microsoft Teams with the desktop app or website:
- Sign on to Microsoft Teams and begin a conversation.
- Select the SightCall icon on the toolbar below the chatbox or from the three-dots menu.
- If prompted, sign in to SightCall using your agent account. You may be asked for credentials if this is the first time you are using this option or if you have previously signed out.
- On the SightCall pop-up, select a Use case ID from the drop-down. If only one use case (scenario) is available, it will automatically be chosen. Add a Reference, if desired. Select Generate Link.
- Optional: Use Open Agent Console to open the agent console to create a session link instead of within Teams.
The link is generated in the chat on a card. The session starts when the guest clicks Join Video Session Now.
Using the SightCall app in the Teams mobile app
You may need to activate the SightCall for Microsoft Teams app before you can use it. Using SightCall for Microsoft Teams with the Teams mobile app requires a SightCall Agent account and that account must be activated on the device.
- Open the SightCall app on your device and verify that you are signed in with an account that matches the one you are signed on to Teams with.
- Open your Teams mobile app.
- Open a chat message.
- Select the + to the left of the chatbox to view available options.
Tip: If the SightCall app has been recently added to your Microsoft Teams instance, you may need to sign out and sign back in to see the SightCall app in Microsoft Teams.
- Select SightCall.
- Select the Use Case ID and select Submit to send the invitation.
As soon as the guest clicks Join Video Session Now from Teams, the connection starts with the preferred connection mode (App or WebRTC) and the agent receives an Incoming Call request.
Could not find SightCall agent error
If your email address for Teams and SightCall apps are not the same, you may receive the following error message:
To address this error message, open the SightCall app and verify that your email address matches the one used when you sign on to Teams.
Contact your SightCall admin if you have questions.