Teams is a chat client in the published pattern

About five minutes of reading

The AWS blog's Teams integration is not a SIP trunk into Teams Phone.

A Teams app talks to Azure Bot Service, which calls API Gateway and Lambda, which starts a Connect chat and stores metadata in DynamoDB. Entra ID issues the token. Replies go back through the bot framework. That is chat.

If a Teams Phone user must receive a voice transfer, use Transfer to phone number to a number Teams Phone actually answers. Attributes will not cross. Screen pop has to be rebuilt on the Teams side or avoided.

• Do not describe this blog as 'Connect telephony inside Teams'.
• The Lambda is yours to secure.
• Typing indicators and session lookup are application code.
• Voice and chat are different projects. Staff them separately.

Number on this page: Pattern Chat. Bot, Lambda, StartChatContact

Confirm before relying. Prices, quotas, and exam names change. Use the source linked on this page.

Picture from this room.

1. Chat. The blog's pattern.
2. Voice. A phone-number transfer, if you must.
3. Do not confuse. The two diagrams.

What usually goes wrong: Buying a Session Border Controller because someone said Teams.

Streamline employee support with Amazon Connect and Microsoft Teams integration | AWS Contact Center AWS docs. last checked 2026-10

The prose is a study paraphrase. The link is the source of the facts.

Glossary

• Salesforce CTI Adapter A managed package plus a serverless app that embeds the CCP in Salesforce.
• SCC-AC Salesforce Contact Center with Amazon Connect. Voice stays on Connect. Messaging can be Connect or Salesforce.
• ServiceNow Voice The ServiceNow integration that imports flows, maps queues to Advanced Work Assignment, and can attach AI voice agents.
• Teams chat bridge A published pattern: a Teams app, Azure Bot Service, API Gateway, Lambda, and StartChatContact. It is chat, not a phone trunk.

Mind map

Open the Integrations mind map

Sister technologies

The CRM, the PBX, and the chat client each own a different seam. Mixing them up builds a transfer that pops the wrong record.

Config and troubleshooting

Buying a Session Border Controller because someone said Teams.

Salesforce and ServiceNow do not receive contact attributes unless you write them and call out. The association is what lets the flow invoke the function that sets the customer id.

IntegrationAssociation Lambda functions

Resources:
  PopAssociation:
    Type: AWS::Connect::IntegrationAssociation
    Properties:
      InstanceId: !GetAtt CampusInstance.Id
      IntegrationType: LAMBDA_FUNCTION
      IntegrationArn: !GetAtt ScreenPop.Arn

Integration map

Join records on ContactId. The integration map room lists the seams.

Cross-platform bridges

A CUCM calling search space is not a routing profile, but the profile is the closest idea of 'who can receive what'. A partition is not a Connect object. A UCCX CSQ and a UCCE skill group map to a queue. Precision steps map to routing criteria. A script, an Architect flow, and an Avaya vector map to a contact flow.

Open the mapping room

Future hooks

Hooks you can adopt later: EventBridge contact events, the CTR stream, agent events, Kinesis Video, Customer Profiles events, Cases, Show view, data tables, External Tool, and the flow language JSON in your pipeline. Live Sync and Agentic CX are the 2026 hooks for guided and agentic experiences.