Requirements

To Setup Heedify Cloud CX for your Microsoft 365 tenant you need the following:

• Tenant administrator to consent applications permissions

  • Heedify Platform uses 3 applications

    • Heedify Cloud for call management

    • Heedify Admin portal

    • Heedify Agent Console

    • Heedify Reporting

    • Heedify Presence

For more informations about permission types (Delegated and Application) please visit the following Microsoft docs.

https://learn.microsoft.com/en-us/graph/permissions-reference#calls-permissions

Heedify Presense services may use one of the following IP:

20.67.197.229,20.67.197.130,20.67.198.8,20.67.198.195,20.67.198.214,20.67.198.240,20.67.199.80,20.67.199.128,20.67.199.183,20.67.199.190,20.67.199.235,20.105.56.42,20.105.56.48,20.105.56.62,20.105.56.64,20.105.56.74,20.105.56.112,20.105.56.114,20.105.56.122,20.105.56.132,20.105.56.134,20.105.56.137,20.105.56.143,20.105.56.153,20.105.56.160,20.105.56.166,20.105.56.185,20.105.56.188,20.105.56.194,20.105.56.204,20.50.64.33

Heedify Cloud for call management

The Heedify Cloud services are running as an Azure application. It requires the following permissions.

Permissions	Permission type	Description
Calls.AccessMedia.All	Application	Access media streams in a call as an app
Calls.Initiate.All	Application	Initiate outgoing 1 to 1 call from the app
Calls.InitiateGroupCall.All	Application	Initiate outgoing group calls from the app
Calls.JoinGroupCall.All	Application	Join group calls and meetings as an app
Calls.JoinGroupCallAsGuest.All	Application	Join group calls and meetings as a guest

Heedify Presence Application

Permissions	Permission type
Presence.Read.All	Application	Read presence information for all users

Heedify Admin portal

All the provisioning tasks are performed by customer via the Heedify admin portal.

The portal is running a web application that connects on behalf of the admin. The permissions required are as below:

Permissions	Permission type	Description
User.Read	Delegated	Sign in and read user profile
User.Read.All	Delegated	Read all users' full profiles

Heedify Agent Console

Heedify CX Contact centre agent can use the Heedify Microsoft Teams client native application to perform easily tasks like call management (transfer, consultative transfer), advanced contact management and have realtime view of calls in the queues.

Permissions	Permission type	Description
Presence.Read	Delegated	Read presence information of all users in your organization
Presence.Read.All	Delegated	Read and write your presence information
Contacts.ReadWrite	Delegated	Allows the app to create, read, update, and delete user contacts.
Contacts.ReadWrite.Shared	Delegated	Allows the app to create, read, update, and delete contacts a user has permissions to, including their own and shared contacts.
OrgContact.Read.All	Delegated	Read organizational contacts
Calendars.Read	Delegated	Allows the app to read events in your calendars.
offline_access	Delegated	Maintain access to data you have given it access to
openid	Delegated	Sign in as you
profile	Delegated	View your basic profile
Teams.ManageCalls	Delegated	Start, join, forward, transfer, or leave Teams calls and update call properties
Teams.ManageChats	Delegated	Create, read, update, and delete 1:1 or group chat threads on behalf of the signed-in user. Read, send, update, and delete messages in chat threads on behalf of the signed-in user

Heedify Reporting

Permissions	Permission type	Description
User.Read	Delegated	Sign in and read user profile