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Feature released in SummitAI Service Management (Incident Management, Service Request Management, Change Management, and IT Clinic, Tahoe)

What's New?

Microsoft Teams (MS Teams) is one of the business communication application which provides a virtual environment for meetings. Also, it includes video and phone calls, electronic chat, screen sharing, recording, and so on.

Now, the Administrators can configure Microsoft Teams as a Conference Bridge and can set up Conference Calls for Major Incident, CAB Meeting, Remote Desktop Sharing, and Appointment Management.

Benefits

• You can use the chat window in MS Teams to have quick conversations.
• Audio and Video calling feature
• The recording of the call is immediately available in the same tab. If you missed the meeting, you don’t need to hunt for the recording. 

Prerequisite

Configuring Conference Call - Microsoft Teams

On the FILTERS pop-up of the CONFERENCE CALL -TWILIO page (Admin > Advanced > Notifications > Conference Call), a new option, Microsoft Teams, is added for the Conference Bridge Type.

The following fields are displayed when the Conference Bridge Type is selected as Microsoft Teams:

• Configuration Name
• Graph URL
• Tenant ID
• Client ID
• User Name

Figure: CONFERENCE CALL – TWILIO page: FILTERS Pop-up

For more information about how to configure Microsoft Teams Conference Call, see Configuring Conference Call.

Figure: CONFERENCE CALL - WEBEX page: ADD NEW

How it Works?

Major Incident 

An Incident is called a Major Incident when it is a High Priority Incident, which is critical and has a high impact. It should be resolved on priority and further recurrences should be avoided.

Now, the Analyst can conduct the Major Incident discussion via Microsoft Teams. If an incident qualified as Major Incident, the MIM (Major Incident Members) receives automated notification via E-mail with an MS TEAMS MEETING link as shown below. 

Figure: E-Mail Notification (Major Incident)

The Major Incident Members join the conference call by clicking the above link, discusses the Major Incident, and arrives at the best course of action to provide a quick solution to the End User. For more information about how to Start Major Incident Discussion Using Microsoft Teams, see Major Incidents.

CAB Meetings

A change advisory board (CAB) is a group of people who run formal CAB meetings to assess, prioritize, authorize, and schedule changes as part of the change control process. Now, the users can conduct the CAB meetings via Microsoft Teams and can discuss the risks and consequences of requested changes.  

Figure: E-mail Notification (CAB Meeting)

The Change Advisory Board Members joins the conference call by clicking the above link, discuss the risks and consequences of requested changes. For more information about how to schedule a CAB meeting via Microsoft Teams, see Scheduling CAB Meeting.

Remote Desktop Sharing

Using the Remote Desktop feature, you can take remote control of the End User’s system to resolve the issues or perform the requested activities. Using the Remote Desktop feature, you can take remote control of the End User’s system to resolve the issues or perform the requested activities. Now, the Analysts can initiate Remote Desktop Session using the Microsoft Teams. For more information about how to initiate Remote Desktop session via Microsoft Teams, see  Remote Desktop Sharing Using Microsoft Teams (Incident Management) and Remote Desktop Sharing Using Microsoft Teams (Service Request Management).


Figure: E-Mail Notification (Incident Management)


Figure: E-Mail Notification (Service Request Management)

Appointment Management (IT Clinic)

Now, the users can book appointment for an issue and can discuss about the issue with the Analyst via MS Teams. For more information about how to book an appointment, see Booking Appointment.

Figure:  NEW APPOINTMENT page

The below e-mail notification triggers to the user once the appointment is scheduled.

Also, the Analysts can book an appointment behalf the End User and can initiate the meeting using Microsoft Teams, see Starting Meeting Through Microsoft Teams.