Hello, 

Thanks in advance for any support or guidance you may offer here. 

My team is trying to setup MS Teams app in Genesys for transferring calls to Teams users. 

We have followed all installation guides. We setup SBC in and Azure app, installed Teams app in Genesys and a setup SCIM attributes as instructed. We are able to see presence.

We have 2 issues that we can't find the answers for:

1. We can only see Teams presence for users who have a GC profile. Do we need to add all MS Teams into Genesys in order to see them?

2. We cannot transfer a call to the SBC. It returns a fast busy. Does anyone know how to point Genesys to use the MS SBC for Teams Transfers? How do you set up a dialing plan for a generic Teams user without a DID?

Hello, 

Thanks in advance for any support or guidance you may offer here. 

My team is trying to setup MS Teams app in Genesys for transferring calls to Teams users. 

We have followed all installation guides. We setup SBC in and Azure app, installed Teams app in Genesys and a setup SCIM attributes as instructed. We are able to see presence.

We have 2 issues that we can't find the answers for:

1. We can only see Teams presence for users who have a GC profile. Do we need to add all MS Teams into Genesys in order to see them?

2. We cannot transfer a call to the SBC. It returns a fast busy. Does anyone know how to point Genesys to use the MS SBC for Teams Transfers? How do you set up a dialing plan for a generic Teams user without a DID?

Thank you Cameron!

You answered my primary questions here. All will need a DID in Teams, and anyone who needs to be transferred will need to be in GC. 

The links you provided are exactly what we used for the integration, but they were not clear on the above. 

Thanks again for your response.

Hello, 

Thanks in advance for any support or guidance you may offer here. 

My team is trying to setup MS Teams app in Genesys for transferring calls to Teams users. 

We have followed all installation guides. We setup SBC in and Azure app, installed Teams app in Genesys and a setup SCIM attributes as instructed. We are able to see presence.

We have 2 issues that we can't find the answers for:

1. We can only see Teams presence for users who have a GC profile. Do we need to add all MS Teams into Genesys in order to see them?

2. We cannot transfer a call to the SBC. It returns a fast busy. Does anyone know how to point Genesys to use the MS SBC for Teams Transfers? How do you set up a dialing plan for a generic Teams user without a DID?

Hello Jared,

     You may find this article helpful: https://help.mypurecloud.com/articles/about-the-unified-communication-tools-integrations/.  It is meant to be an overview of how a UC Integration can be setup in Genesys Cloud.  Also, we recently published an MS Teams Integration FAQ page here: https://help.mypurecloud.com/faq_categories/unified-communication-tools/.  I hope you find them helpful and your feedback is valuable to us.

Grateful you are our customer,

Thank you Cameron!

You answered my primary questions here. All will need a DID in Teams, and anyone who needs to be transferred will need to be in GC. 

The links you provided are exactly what we used for the integration, but they were not clear on the above. 

Thanks again for your response.

Hello, 

Thanks in advance for any support or guidance you may offer here. 

My team is trying to setup MS Teams app in Genesys for transferring calls to Teams users. 

We have followed all installation guides. We setup SBC in and Azure app, installed Teams app in Genesys and a setup SCIM attributes as instructed. We are able to see presence.

We have 2 issues that we can't find the answers for:

1. We can only see Teams presence for users who have a GC profile. Do we need to add all MS Teams into Genesys in order to see them?

2. We cannot transfer a call to the SBC. It returns a fast busy. Does anyone know how to point Genesys to use the MS SBC for Teams Transfers? How do you set up a dialing plan for a generic Teams user without a DID?