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Aura Insights - SAAS Prerequisites

Aura Insights is a SAAS Solution that is used to provide insights around calls and resource utilization in your company. To simplify the software enablement process the following items should be considered.

  1. Global Admin account required to run the tenant onboarding process and grant Read Access for:  

Services Read

Allows the app to read the full set of profile properties, group membership, reports and managers of other users in your organization, without a signed-in user.

Allows the app to read and query your audit log activities, without a signed-in user. This is mainly used to get last user sign in and M365 apps last sign-ins.

Allows an app to read all service usage reports without a signed-in user. Services that provide usage reports include Microsoft 365 and Azure Active Directory. This is mainly used to get usages across various apps.

Login 

  • Presence.Read.All - Delegated

Read agent's presence

Extend lifetime of user tokens, used to continue reading agents' presence

  • User.Read - Delegated

Sign in and read user profile, email, picture, organization of this user

Read the profle photo of other users in organization

  • Groupmember.read.all - Delegated

List all groups in the system, used during self register to import only users belonging to specific EntraID group.

2. Synchronize full organization or if a subset is used, map an EntraID group with desired membership.

3. Onboarding is finalized.

Aura Insights Call Queues

  1. Call Queues module is enabled for your organization and deployment of Azure Functions is required to read information about queues and auto attendants.
  2. Deploy of Azure functions for Call Queues using Deploy to Azure functionality. 
    1. Requires Azure Portal Aministrator to run the template deployment.
    2. One of the two options for Azure Subscription enabled.
      1. Consumption plan (~$25/month) No Virtual Network Integration and without the ability to disable Shared Access Key:
        • Basic Security Standard
        • Requires Manual deployment of Azure Functions
      2. Flex Consumption Plan (~$53/month) with Virtual Network Integration and with the ability to disable Shared Access Key:
        • Enhanced Security Standard
        • Supports both Manual/Automated deployment of Azure Functions
    1. Resource group created in the appropriate region.
    2. Consent permissions for automated deployment of Azure functions.  

    Note: For customers that have more than 100 Queues if they want Calls in Queue to function near to real time, they will have to do additional deployment for real time data for each 100 queues Bucket. The cost for each bucket is around ~$24/month.

    The following permission is assigned to the Azure function that runs inside Tenants' account.

    •  RoleManagement.ReadWrite.Directory - Delegated

    Teams Communication administrator role is assigned to the function 

    Tenants can opt not to grant these permissions and instead to follow the manual procedure of installing the function. 

    The function is used to : 

    • Retrieve List of Queues
    • Retrieve List of AutoAttendants
    • Retrieve Number of calls in queue
    • Retrieve Agents to Queue assignments

    3. Enable ability to schedule reports.

    • Clobba Mail Send Mail.send - Application

    Send scheduled reports by email on behalf of user. Tenant can opt not to grant this permission if scheduled reports are not needed.