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We are testing the Microsoft Teams integration with CX Cloud from Genesys and Salesforce.

The Microsoft Teams user is provisioned through SCIM and the integration works correctly.

In the native Genesys Cloud UI, the user is correctly displayed as:

"Available on MS Teams"

However, when searching for the exact same user from the CX Cloud for Salesforce consult/transfer interface, the user is displayed as:

"Offline"

The transfer itself works perfectly:

• CX Cloud finds the Microsoft Teams user
• Consult/transfer is initiated
• Genesys calls the provisioned Microsoft Teams number
• Microsoft Teams rings
• The Teams user can answer and the call is successfully connected

We have also verified that the Genesys user has both required permissions:

• integration:microsoftTeams:view
• integration:unifiedCommunications:view

Both are granted with Full Access.

So the issue appears to be limited to presence display in the CX Cloud for Salesforce transfer destination picker.

Could you please confirm:

Does CX Cloud for Salesforce currently support displaying Microsoft Teams federated presence (for example "Available on MS Teams") in the consult/transfer destination search, or does this component only display the Genesys Cloud presence of the target user?

If Microsoft Teams presence should be displayed there, is there any additional configuration or permission required?

Thanks.