Genesys Cloud - Main

Hi,

We are currently configuring a SCIM provisioning integration between Microsoft Entra ID and Genesys Cloud.

The Entra ID team asked us to provide the exact attribute mapping between Entra ID, SCIM, and Genesys Cloud.

Based on the Genesys Resource Center documentation, specifically:

• SCIM and Genesys Cloud field mappings
• Configure Microsoft Entra ID for Genesys Cloud SCIM (Identity Management) → Mappings (optional)

I tried to build a simplified mapping table:

Entra ID Name	SCIM Name	Genesys Name	Mandatory
	id	User.Id
userPrincipleName	userName	User.contactInfo.email_main.[0].value
	state	User.state true eq 'active' false eq 'inactive'
Not([IsSoftDeleted])	active
displayName	displayName	User.general.name.[0].value
jobTitle	title	User.general.title.[0].value
department	scimEnterpriseUser.department	User.general.department.[0].value
employeeId	scimEnterpriseUser.employeeNumber	User.hr.empId.[0].value

However, while reviewing the documentation, I found several inconsistencies or at least some gaps in the end-to-end mapping.

For example:

• In Genesys Cloud, User.Id is mapped to the SCIM attribute id, but I cannot identify which Entra ID attribute is expected to map to id.
• In Entra ID, Not([IsSoftDeleted]) is mapped to the SCIM attribute active, but I do not see a corresponding Genesys field mapped to active.
• At the same time, the SCIM attribute state is mapped to the Genesys field User.state, but I cannot find the corresponding Entra ID source attribute for state.

So at the moment, it is not clear whether:

1. some of these attributes are system-managed internally by Genesys or Entra ID,
2. the published documentation is only partial,
3. or there is a complete authoritative mapping document available elsewhere.

Is there an official or complete mapping specification that shows the full relationship between:

Entra ID attribute → SCIM attribute → Genesys Cloud attribute

including which attributes are required, which are computed/system-generated, and which are actually used during provisioning?

Any clarification would be appreciated.

Thanks.

#Implementation
#Security
#System/PlatformAdministration
#Other

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Yvgeni Liberman
Solutions Architect

Mobile +972 52-6344414
Voice +972 3-9281514
e-mail yvgeni_new@itnavpro.com
------------------------------

Hello Yvgeni, 

Yeah, this one trips a lot of people up, so you're definitely not alone here. The confusing part is that there isn't a single, clean "end-to-end" mapping in the documentation. Instead, it's split into two layers-Entra ID -> SCIM and then SCIM -> Genesys Cloud, so you have to piece them together to see the full picture.

For example, the SCIM id field isn't coming from Entra ID at all, it's system-generated and handled by Genesys Cloud, so there's nothing you need to map on your side for that.

The active vs. state piece is usually where things feel a bit unclear.

From the Entra side, Not([IsSoftDeleted]) maps to the SCIM active field, which controls whether the user should be active. When that flips to false (like if a user is removed or soft-deleted), Genesys Cloud picks that up and marks the user as inactive. The state field is just how that status shows up on the Genesys side, so they're connected, but not something you configure independently.

For required fields, it's really just a small core set-userPrincipalName (email), displayName (name), and the active flag. Everything else like title, manager, or department is optional depending on what you need. One thing to call out from your example: employeeNumber isn't part of the standard documented mappings, so if you want to use it, you'll likely need to set it up as a custom attribute in Entra ID.

Also keep in mind this is a one-way sync (Entra -> Genesys), empty values won't overwrite existing data, and some fields like givenName and surname aren't supported. Because of all that, doing a quick pilot with a small group first usually saves a lot of headaches before rolling it out more broadly.

Hope this helps!

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Cameron
Online Community Manager/Moderator
------------------------------

Dear Cameron,

Thank you very much for your detailed answer.

I hope that, in the future, Genesys will provide clearer and more detailed documentation.

------------------------------
Yvgeni Liberman
Solutions Architect

Mobile +972 52-6344414
Voice +972 3-9281514
e-mail yvgeni_new@itnavpro.com
------------------------------

Original Message:
Sent: 04-15-2026 14:26
From: Cameron Tomlin
Subject: MS Entra ID SCIM integration - fields mapping

Hello Yvgeni, 

Yeah, this one trips a lot of people up, so you're definitely not alone here. The confusing part is that there isn't a single, clean "end-to-end" mapping in the documentation. Instead, it's split into two layers-Entra ID -> SCIM and then SCIM -> Genesys Cloud, so you have to piece them together to see the full picture.

For example, the SCIM id field isn't coming from Entra ID at all, it's system-generated and handled by Genesys Cloud, so there's nothing you need to map on your side for that.

The active vs. state piece is usually where things feel a bit unclear.

From the Entra side, Not([IsSoftDeleted]) maps to the SCIM active field, which controls whether the user should be active. When that flips to false (like if a user is removed or soft-deleted), Genesys Cloud picks that up and marks the user as inactive. The state field is just how that status shows up on the Genesys side, so they're connected, but not something you configure independently.

For required fields, it's really just a small core set-userPrincipalName (email), displayName (name), and the active flag. Everything else like title, manager, or department is optional depending on what you need. One thing to call out from your example: employeeNumber isn't part of the standard documented mappings, so if you want to use it, you'll likely need to set it up as a custom attribute in Entra ID.

Also keep in mind this is a one-way sync (Entra -> Genesys), empty values won't overwrite existing data, and some fields like givenName and surname aren't supported. Because of all that, doing a quick pilot with a small group first usually saves a lot of headaches before rolling it out more broadly.

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Please keep in mind that Entra is not sending a SCIM "remove" if an attribute in Entra was deleted.
See Idea AMUGM-I-364 "Respect azure-specific treatment of deleted attributes in SCIM" for more information

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Andreas Tikart
Senior Application Engineer
------------------------------

Original Message:
Sent: 04-15-2026 14:26
From: Cameron Tomlin
Subject: MS Entra ID SCIM integration - fields mapping

Hello Yvgeni, 

Yeah, this one trips a lot of people up, so you're definitely not alone here. The confusing part is that there isn't a single, clean "end-to-end" mapping in the documentation. Instead, it's split into two layers-Entra ID -> SCIM and then SCIM -> Genesys Cloud, so you have to piece them together to see the full picture.

For example, the SCIM id field isn't coming from Entra ID at all, it's system-generated and handled by Genesys Cloud, so there's nothing you need to map on your side for that.

The active vs. state piece is usually where things feel a bit unclear.

From the Entra side, Not([IsSoftDeleted]) maps to the SCIM active field, which controls whether the user should be active. When that flips to false (like if a user is removed or soft-deleted), Genesys Cloud picks that up and marks the user as inactive. The state field is just how that status shows up on the Genesys side, so they're connected, but not something you configure independently.

For required fields, it's really just a small core set-userPrincipalName (email), displayName (name), and the active flag. Everything else like title, manager, or department is optional depending on what you need. One thing to call out from your example: employeeNumber isn't part of the standard documented mappings, so if you want to use it, you'll likely need to set it up as a custom attribute in Entra ID.

Also keep in mind this is a one-way sync (Entra -> Genesys), empty values won't overwrite existing data, and some fields like givenName and surname aren't supported. Because of all that, doing a quick pilot with a small group first usually saves a lot of headaches before rolling it out more broadly.

Hope this helps!

------------------------------
Cameron
Online Community Manager/Moderator
------------------------------

Hi @Yvgeni Liberman,

Thanks for raising this question. @Roudy Merhej for your follow up.

Hugo

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Hugo LE GUERN
Solutions Head
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