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  • 1.  Microsoft Teams Integration and SBCs

    Posted 04-22-2026 11:41

    Hello, All!

    In the release noted on March 30, 2026 they said:

    "Administrators can now integrate Genesys Cloud with Microsoft Teams telephony without managing an independent session border controller (SBC)."

    The linked documentation (Configure a trunk for Microsoft Teams integration - Genesys Cloud Resource Center) it refers to the Microsoft documentation for the reverse connection (Plan Direct Routing - Microsoft Teams) it says an SBC IS required. Elsewhere it refers to this being like BYOC, which the documentation says also requires one.

    My guess is that the term "SBC" is being used generically to mean "SIP Endpoint", but that is, as I said, a guess.

    Has anyone got experience with doing this? Does it work without an SBC, or do customers still require one? Any caveats, tripwires, gotchas etc.? Links to an official statement from either (or both) of Genesys and Microsoft would be extra helpful....

    TIA


    #Telephony

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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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  • 2.  RE: Microsoft Teams Integration and SBCs
    Best Answer

    Posted 04-22-2026 12:27

    Hello Paul, 

    The key thing to know is that an SBC is not required when you're using Genesys Cloud BYOC Cloud with Microsoft Teams.

    What's probably causing the confusion is that there are actually two different integration approaches. The traditional setup uses an SBC for Direct Routing, and that's what a lot of the documentation is based on.

    But with BYOC Cloud, you can connect directly to Microsoft Teams without needing an SBC at all. You'll still need to handle some configuration between Genesys Cloud and the Microsoft 365 Admin Center, but the direct integration takes care of the connectivity piece without that extra layer.

    Its been a long time since I have set these up so hopefully someone from the community can chime in and help you out with any caveats or gotchas. 

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Microsoft Teams Integration and SBCs

    Posted 04-22-2026 15:19

    Thanks, Cameron!

    That's more or less what we figured, but with the (apparently) contradictory documentation....



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    Paul Simpson
    Views expressed are my own and do not necessarily reflect those of my employer.
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    Original Message


  • 4.  RE: Microsoft Teams Integration and SBCs

    Posted 14 days ago

    One Gotcha that we found is that Genesys doesnt support SIP Options so dont enable it in the Teams trunk, and expect to see trunk errors (shows down) in Teams as it relies on SIP Options for availability. However, the calls still work fine

    Also, after configuring the trunks in Teams, it took some time before calling started working. All seemed to work after 24hrs with no changes

    BA



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    Brian Allison
    Design Consultant
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    Original Message


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