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Hello everyone,
We have a customer who would like to use their Teams client as a remote station because they are having problems with their microphone and speakers when switching between Teams and Genesys Cloud. When a call is made in Microsoft Teams, the headset in Genesys Cloud may no longer work properly.
However, the customer would like to keep the call controller in Genesys Cloud. We tested a remote station, but unfortunately, the customer has to accept the call in Teams and not in Genesys Cloud. Is there a way to set up a remote phone, as was previously possible with CIC, which then sends an AutoAnswer to Teams? Or is there another technical solution or idea?

#Uncategorized

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Sven Lindeboom
Bussiness Communications Specialist
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Olá @Sven Lindeboom, saudações do Brasil!

This is a known limitation in Genesys Cloud. When using Remote Station, the remote endpoint (such as Microsoft Teams) controls call acceptance. Genesys Cloud cannot force auto-answer on external endpoints, and there is no supported configuration to replicate the CIC behavior where the call was auto-answered on the remote softphone.

With Teams specifically, the user must accept the call in the Teams client. Genesys Cloud does not have the ability to trigger auto-answer or bypass that user action.

If the goal is to keep media in Teams while avoiding device conflicts, the supported alternatives would be:

• using Genesys Cloud for Microsoft Teams, or

• standardizing on WebRTC within the Genesys Agent Workspace.

Unfortunately, auto-answer for Remote Stations is not supported in Genesys Cloud today.

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Fernando Sotto dos Santos
Consultor Grupo Casas Bahia
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Looks like this question is resolved 😊
When you get a chance, please mark the reply that helped most as the Best Answer. It helps others with the same question!

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Fernando Sotto dos Santos
Consultor Grupo Casas Bahia
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