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Integrations

Connect Smart Connect to the systems your teams already work in, such as Microsoft Teams and Microsoft 365, to keep presence, calendars and your directory in sync automatically. Almost any other system your organisation uses can be connected too.

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Three ways to connect your systems

There are three ways to connect: ready-made standardized integrations, template-based API lookup, and the open Integrator API. We start below with standardized integrations, and cover API lookup and the Integrator API further down the page.

No development

Standardized integrations

Ready to configure for selected Microsoft systems. Follow a step-by-step guide in Smart Connect to get everything set up.

  • Set up in a few steps, directly in Smart Connect
  • Presence, calendar and directory stay in sync
See setup guides →
Ready to configure
Microsoft Teams Sync availability both ways between Smart Connect and Teams.
Microsoft 365 Automatically update availability status based on calendar events
Microsoft Entra ID Keep names, titles, departments and pictures up to date.

Use cases

Microsoft Entra ID

A directory that keeps itself up to date

Names, job titles, departments and profile pictures are synced from Microsoft Entra ID, so directory information stays accurate across your organisation. When someone joins, changes role or leaves, Smart Connect follows automatically.

Entra ID user guide →

When you need something more tailored

For CRM, helpdesk, HR and other business applications, two integration options are available on top of the Smart Connect platform.

Template based

API lookup

A way to look up caller information in another system when a call arrives. Templates are available, so no full development work is needed.

Example: Zendesk

Use case
Information directly in the call

When a call arrives, Smart Connect looks up the caller in your CRM or helpdesk and shows what it finds. No searching, no asking the customer to repeat themselves.

API lookup integration guide → API lookup integration – Zendesk guide →
Developer needed

Integrator API and WebSocket

Build integrations that fit the way your business works. A system integrator or developer can connect Smart Connect with CRM, HR, reporting, and other business systems to support tailored workflows. Full Swagger documentation is available.

Examples: Puzzel, Trio, Genesys

Use cases
Call straight from your CRM

Click a number in your CRM, helpdesk or internal tool and the call starts through Smart Connect. Transfer, hold and end calls from the same window.

Your call data in your own dashboards

Stream call status, availability and queue activity live into the reporting tools you already use.

API documentation and user guides →

What you can connect

Most of the systems your organisation already uses can be connected to Smart Connect. Here are some examples of the kinds of systems you can connect, and whichever one you start from, the open API means almost anything is possible.

Collaboration and identity tools Calendar, presence and user details flow between Smart Connect and Microsoft 365.
CRM and helpdesk See who is calling and start calls from systems like Zendesk.
HR and workforce systems Let the HR system you already use keep users, availability and queue memberships up to date.
Analytics and reporting Stream live call and queue data into your own dashboards.

Something else in mind? The open API covers users, contacts, calls, queues, calendar and live call events, so almost any system can be connected. Speak to your local Telia contact about what is possible.

User Guides

Ready to learn more? Get an in-depth look at the feature above and other great features by visiting our user guide archive.

Integrations & Add-on guides:

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