Well we do have the MS Teams integration. And we have the same issue.
Some employees have the "Teams calling enabled" Feature. (Being able to call phone numbers with MS Teams) and they get calls when on a Genesys Cloud ACD call and the other way around.
All the integration does is show the person in Genesys Cloud what status the user has in MS teams and it allows you to call back and forth. It does not prevent you from getting calls from both platforms.
The issue is just 2 applications hijacking the same headset. Have you tried screensharing and enabling the PC Audio in MS Teams?
I would solve this with Coaching in Genesys Cloud and/or Recordings + Screen recordings. Or you can use the Mic of the Laptop/PC for the teams meeting and only communicate in text and use the headset for Genesys Cloud.
But if you find out how to stop MS Teams from Hijacking the headset I would be curious to know.
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Andrew Lagarde
KPN B.V.
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Original Message:
Sent: 03-03-2022 13:56
From: Kymberli O'Hagan
Subject: MS Teams (not integrated) putting Genesys calls on hold
Hello Everyone!
This may be an odd one to describe - but I am wondering if any other GC clients who use MS TEAMS (not integrated) have had this issue...
In our remote work environment we use MS TEAMS for coaching, peer showing and general meetings/New hire collaboration. An employee will have a group of up to 4 new hire agents shadowing them and they will use a TEAMS meeting to group together - the call center agent will screen share their desktop & toggle for the computer audio to share as well. When the call center agent receives an inbound queued call in Genesys, as soon as the call connects with them, the TEAMS meeting puts the agent on hold within it. The agent attempts to resume themselves within the TEAMS meeting but as the meeting allows them back.. MS TEAMS forces the Gensys Cloud call on hold and the client and other agents listening in the meeting only hear hold music. If the agent connects back to the caller - the TEAMS meeting puts them on Hold again.
Its a nasty cycle and we can't seem to find the cause of this. Does anyone have any advice - thoughts - tips? I am at a loss :)
Thanks!
#Unsure/Other
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Kymberli O'Hagan
Product Owner, Omni-Channel
Alberta Motor Association
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