Genesys Cloud - Main

 View Only

Sign Up

  Thread closed by the administrator, not accepting new replies.

  • 1.  Microsoft AD - Search in the customer's global address book

    Posted 01-30-2024 08:40
    No replies, thread closed.

    Dear Genesys Community,

    I've received the following requirement from one of our Customer: "The Contact Center must have a search function in the customer's global address book (realised via connection to MS AD/Entra ID)" .

    I know for example that the MS Teams integration allows the search of MS Teams users in Genesys Cloud. 

    Questions:

    1. Do you know if this kind of integration is possible?
    2. If so, how can be done?

    Many thanks and Kind regards,

    Fabrizio


    #Integrations

    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG
    ------------------------------


  • 2.  RE: Microsoft AD - Search in the customer's global address book

    Posted 01-30-2024 13:16
    No replies, thread closed.

    Hi Fabrizio...

    What is the customer use case here? Do they want to search for people to transfer calls to? 



    ------------------------------
    Dean Thames
    Sr. Principal Consultant Cloud CX
    ------------------------------

    Original Message


  • 3.  RE: Microsoft AD - Search in the customer's global address book

    Posted 01-31-2024 01:45
    No replies, thread closed.

    Hi Dean,

    Thanks for your reply.

     I'm guessing that they would like to search for a customer name and retrieve information from their AD in order to call him/her for instance.

    I'm sorry but there are not a lot of details around this requirement.

    Kind regards,

    Fabrizio

     



    ------------------------------
    Fabrizio Tortis
    Swisscom (Schweiz) AG
    ------------------------------

    Original Message


  • 4.  RE: Microsoft AD - Search in the customer's global address book
    Best Answer

    Posted 01-31-2024 08:48
    No replies, thread closed.

    The AD integrations are typically meant to support a SCIM or SSO function and aren't really UI facing. You can create api endpoints to search AD, but incorporating that into the Genesys agent UI would require custom dev. 

    The Teams integration does provide a search/transfer function however, and Teams is supported by AD, so the outcome would be the same if not better. 

    I'd suggest having a conversation with the customer about the workflow/business outcome they're trying to accomplish as opposed to the underlying technology. 



    ------------------------------
    Dean Thames
    Sr. Principal Consultant Cloud CX
    ------------------------------

    Original Message


Related Content