In this article
General
We’re experiencing sync issues; what’s up?
The Coconut<>Teams integration uses the UPN from Teams to sync between systems. In some cases, Teams creates an alias or primary email that is different from the UPN. If, during initial setup, your organization opted to sync based on staff email address, and the alias is used in Coconut as the staff’s email address, the integration will not sync.
This issue can be resolved by updating the staff’s email address, or disconnecting the integration and re-connecting using staff username instead of email during the setup process.
If you recently made changes in Teams or another Microsoft app to the UPN, you can refresh the sync to resolve the issue.
Update staff email address
To update the staff’s email address:
From the navigation menu, click Staff
Navigate to the desired staff member, and click the more actions (⋮) icon
Click Edit
Enter the email address that corresponds to the Microsoft UPN for that user
Click Save
This update will trigger a resync for the user.
NOTE: This method can also be used to perform a bulk update through Import/Export of staff information.
Update the integration
Disconnecting the integration and re-connecting using UPN instead of staff email address can also resolve this issue. To do this:
From the navigation menu, click Settings
Click Video Calls
Click Disconnect
Click Disconnect once more to confirm
The integration is disconnected. Follow the steps to connect the integration found in this article, making sure to select the field in Coconut that contains the Microsoft UPN.
Refresh the integration
If you recently made changes in Teams or another Microsoft app to the UPN, you can refresh the integration to resolve the issue.
To refresh the integration:
From the navigation menu, click Settings
Click Video Calls
Click Refresh
Click Refresh once more to confirm
You are returned to the Video Calls screen, where a confirmation displays once the refresh successfully completes.
Why is the email address for the setup account appearing in meetings?
The email address linked to the Tenant ID that is used to set up the integration is included as a participant in meeting links.
Coconut recommends creating a service account for the specific purpose of setting up the integration and using the Tenant ID from this account to complete setup. The service account requires admin permissions at the time of setup. It can be downgraded to a regular user once setup is complete, however, admin permissions will be required on the account in the future if any disconnecting and reconnecting of the integration is required.