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  • 1.  Cell phone provisioning by AD / Microsoft Teams provisioning

    Posted 05-08-2025 02:10

    Hello community.

    I am new to Genesys and me and my colleagues working at the moment to rollout Genesys in our company. 

    We want to have Microsoft integration mean presence status and presence sync with Teams users in Genesys.

    This is the reason we provision or company directory by Microsoft Teams / Azure to Genesys to make them available for Genesys agents to search / find and call our employees. 

    Now we had some discussions if it is possible to provision "cell phone" numbers to Genesys. We are told that bussines phone from Active directory to Genesys work phone is not and problem but for some reason I do not know mobile / cell phones from AD to Genesys seem to be a problem or should not be done through Microsoft Teams provisioning. 

    I do not understand why this could be an issue, because I saw many UC systems and it was never an issue. It always works to provision bussines or mobile phones to a system. 

    Any thoughts or any information some one of you can give me ?

    Kind regards

    Christian


    #Outbound
    #Routing(ACD/IVR)

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    Christian Sedlmeier
    Sen. Infrastructure Analyst
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  • 2.  RE: Cell phone provisioning by AD / Microsoft Teams provisioning
    Best Answer

    Posted 05-08-2025 15:17

    Hello Christian,

    You can use an agent's cellphone in Genesys Cloud as their primary phone. You will want to create a remote phone and assign the phone to their user profile for calls to go to their cellphones.



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    Jason Kleitz
    Online Community Manager/Moderator
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    Original Message


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