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Genesys Cloud and Microsoft Teams integration to enable calls, transfers and conferences between users

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  • 1.  Genesys Cloud and Microsoft Teams integration to enable calls, transfers and conferences between users

    Posted 10-25-2023 16:03
    No replies, thread closed.

    Good day everyone !

    I'm trying to integrate Genesys Cloud with Microsoft Teams to enable calls, transfers and conferences between Genesys Cloud and Teams users.

    To do this, I need to have a Genesys Teams licence, create a dedicated trunk to use between the operator's SBC and Genesys, and then configure Azure AD for the integration to work.

    Questions:

    1. Should we use a trunk to the Teams SBC or to the operator SBC already in use?
    2. How will this trunk be used technically? Do we need to assign this trunk to all the sites already created on Genesys?
    3. Once this trunk has been created on Genesys and assigned to one or more sites, how will Genesys know that this trunk should be used for Teams calls?
    4. Is it necessary to import all Teams users via AD provisioning into Genesys so that they are recognised in Genesys?
    5. We already have Genesys Cloud AD integration for provisioning Genesys users and for using SSO. As part of the Teams integration, should we use this same integration or use another one to map the phone and objective fields required for Teams?

    Thank you all for your feedback.

    Regards,


    #Integrations
    #Telephony

    ------------------------------
    Mamadou DIOP
    CERITEK
    ------------------------------


  • 2.  RE: Genesys Cloud and Microsoft Teams integration to enable calls, transfers and conferences between users

    Posted 11-12-2023 05:46
    No replies, thread closed.
    1. Should we use a trunk to the Teams SBC or to the operator SBC already in use?

    RWC - You should setup a new BYOC Cloud trunk to the Teams SBC and create dial plans in the Site and SBC and Teams to make sure calls can route back and forth

    1. How will this trunk be used technically? Do we need to assign this trunk to all the sites already created on Genesys?

    RWC - the Trunk will be a SIP TIE line between the SBC and Genesys for the voice path and SIP signaling

    2. Once this trunk has been created on Genesys and assigned to one or more sites, how will Genesys know that this trunk should be used for Teams calls?

    RWC - by the Dial plan you setup at the Site level

    3. Is it necessary to import all Teams users via AD provisioning into Genesys so that they are recognised in Genesys?

    RWC - This done through SCIM which is part of the Teams integration you should have set up already.  

    4.  We already have Genesys Cloud AD integration for provisioning Genesys users and for using SSO. As part of the Teams integration, should we use this same integration or use another one to map the phone and objective fields required for Teams?

    RWC - Provisioning is done through SCIM.  Check that out in the Resource Center.



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



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