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  • 1.  Genesys cloud -MS Teams Integration

    Posted 29 days ago

    Hi All,

    Currently we have Genesys cloud user not able to see MS teams user presence status in the Genesys Org. We can confirm that all users(MS Teams) are already sync in the Microsoft Azure AD. Users doesn't have any MS team badge. Is a license required for each users(MS user) to see the presence and MS Badge in Genesys cloud?


    Dennis Cantina 


    Dennis Cantina
    Black Box Technologies Australia Pty Ltd

  • 2.  RE: Genesys cloud -MS Teams Integration

    Posted 29 days ago

    Hi Dennis

    Just checking that you followed the implementation steps on the Resource Centre, including installing the Teams integration into your org, mapping the specific additional attributes via SCIM, giving the Graph API permissions, giving the actual Genesys Cloud users the role with the Teams integration permission, and they've logged into the Teams apps widget within Genesys Cloud?

    Vaun McCarthy

  • 3.  RE: Genesys cloud -MS Teams Integration
    Best Answer

    Posted 17 days ago

    As Vaun discussed you will need to follow all implementation within this article here:


    The most commonly missed section is this part here:

    "To use the Microsoft Teams integration app and view badges, you must have the Microsoft Teams User and Employee roles, or any role with the Integration > microsoftTeams > View and Integration > unifiedCommunications > View permissions. For more information about assigning a role, see Assign roles, divisions, licenses, and add-ons.


    Users with the Integration > unifiedCommunications > View permission can view the badges for integration users who have been populated via SCIM.


    Users with the Integration > microsoftTeams > View permission can use the call transfer workflow to see the presence for integration users who have been populated via SCIM."


    You need to have the correct permissions assigned to view the badges.


    If you have confirmed that you have followed these steps and still not seeing the badges then the next best step would be to open a case with customer care. They will need verbose console and network HAR logs to investigate this issue as well as your configuration in Azure within the Genesys Cloud app.


    Hope this helps and let me know if you logged a case with our care team.


    Online Community Manager/Moderator
    Genesys - Employees

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