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  • 1.  Microsoft Teams Integration and SBCs

    Posted 2 hours ago

    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

    Posted 2 hours ago

    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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    Original Message


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