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  • 1.  Microsoft Teasm integration and transfer

    Posted 02-06-2026 05:24

    Hello,

    We have a Teams integration in place. However, we're experiencing a strange issue: if an agent wants to transfer a call to an another agent, this is only possible through the Teams integration.
    The agent doesn't have the option to transfer the call via Genesys Cloud WebRTC or to the external Teams number.
    Is there a specific setting that needs to be configured? On the agent's profile, the Teams phone number is entered in the "Other Phone" field. No extension has been created.
     
    Thank you.

    #API/Integrations

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    Benjamin Castan
    Management Consultant
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  • 2.  RE: Microsoft Teasm integration and transfer
    Best Answer

    Posted 02-06-2026 07:31

    Hello Benjamin, 

    This issue usually happens when there is no extension that has been created and set as the primary. Having the Teams phone number in the "Other Phone" field alone is good but will only be able to to transfer to other "Teams". I recommend creating an extension for the agent and set this extension as the primary number for the agent. This is crucial for enabling all transfers options to work properly. 

    I also recommend that ensuring that the webrtc phone is properly configured in GC for the agent. Just having the Teams integrations is not enough, the proper phone setup is crucial for all transfer options. 

    Hope this helps!



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    Cameron
    Online Community Manager/Moderator
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  • 3.  RE: Microsoft Teasm integration and transfer

    Posted 3 days ago

    Hello @Cameron Tomlin

    Thank you for the answer. The Teams integration is working well with extension, but I have still a question. If an agent is using Genesys and MS Teams, and I want to transfer a call to this user not connected to Genesys, I'm able to see into the transfer box his Teams status but the transfer go tho his Genesys phone number ... And I have no possibility to choose the number between Genesys and Teams. (I'm able to do this if I initiate a call directy from the global search ...)

    Thank you !

    Benjamin



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    Benjamin Castan
    Management Consultant
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    Original Message


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