Genesys Cloud - Main

Hello,

We are provisioning MS Teams numbers and setting them as the Primary Voice number during synchronization.

However, we've observed the following behavior when typing a username in the dial pad and then selecting the user from the dropdown menu:

• If a user has only a Teams number listed as Other Phone, the call correctly routes to the Teams number.
• If a user has a Cell Phone number marked as Primary SMS, the call gets routed to the Cell Phone instead - ignoring the Primary Voice designation on the Teams number.
• If we remove the Primary SMS mark from the Cell Phone number, calls correctly route to the Teams number.

My questions:

• How can we remove the Primary SMS designation from the Cell Phone number during provisioning?
• Alternatively, is there a way to ensure that calls always route to the Other Phone number marked as Primary Voice, even when a Cell Phone number has the Primary SMS mark?
  
  

Any guidance or best practices would be appreciated.

Thank you.

#API/Integrations
#SystemAdministration

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Thanks,

Serge.

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Hello Serge,

That certainly does sound odd. The calls should go to the number designated as Primary Voice. I would recommend gathering console and network logs and opening up a case with our UI team in Customer Care to check on if the changes to the primary number is updating properly.

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Jason Kleitz
Online Community Manager/Moderator
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Hello Serge,

Did you ever get a solution for the Primary SMS settings?
About to open a case with Support to see if this is actually intended.

I've been testing back and forth on how Genesys handles calls to Teams users and agents depending phone number information on their profile and phone settings.
It pretty much becomes a mess as when you sync phone numbers into Genesys with internal and external users.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
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Generally speaking it's best to be very clear on what you're syncing Teams users into Genesys for.  If they're there purely as contacts to be dialed or transferred to, then you only really need that other phone field populated.  You'd want to update the SCIM enterprise app mappings to get down to only the minimum required.

Do you need that SMS one there?

It also tends to not play nice if you have synced users as Teams contacts but they also log into Genesys as an agent/user.

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Vaun McCarthy
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Original Message:
Sent: 03-19-2025 13:16
From: Jan Heinonen
Subject: User provisioning using SCIM - Remove "Primary SMS" from Cell Phone number during provisioning.

Hello Serge,

Did you ever get a solution for the Primary SMS settings?
About to open a case with Support to see if this is actually intended.

I've been testing back and forth on how Genesys handles calls to Teams users and agents depending phone number information on their profile and phone settings.
It pretty much becomes a mess as when you sync phone numbers into Genesys with internal and external users.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

There are several issues, but regarding the SMS part the problem is that if you sync mobile number for your Genesys agents (which is nice to have as contact information), then it will automatically set Mobile as Primary SMS, which causes direct calls go to that number even if they are logged in.
From what I can't tell I can't set which number should be Primary SMS from SCIM, I can only set Primary Voice.

In this case I can do without syncing Mobile Phone, but I think the system should support doing it in an easier manner than it does today.

The above depends on if/what you have in Work Phone which causes a lot of other things that needs to be considered.

In an ideal scenario I would like direct calls to be routed to the agents WebRTC when they are logged in, and routed to Other Phone when they are logged out.

From what I can tell I need either 2 different SCIM syncs, one with only Teams users and one with Agents,
or I'll just sync everyone with only Other Phone, and the first time they login I enter the Work Phone information through a trigger.

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Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

Original Message:
Sent: 03-19-2025 15:28
From: Vaun McCarthy
Subject: User provisioning using SCIM - Remove "Primary SMS" from Cell Phone number during provisioning.

Generally speaking it's best to be very clear on what you're syncing Teams users into Genesys for.  If they're there purely as contacts to be dialed or transferred to, then you only really need that other phone field populated.  You'd want to update the SCIM enterprise app mappings to get down to only the minimum required.

Do you need that SMS one there?

It also tends to not play nice if you have synced users as Teams contacts but they also log into Genesys as an agent/user.

------------------------------
Vaun McCarthy
------------------------------


Original Message:
Sent: 03-19-2025 13:16
From: Jan Heinonen
Subject: User provisioning using SCIM - Remove "Primary SMS" from Cell Phone number during provisioning.

Hello Serge,

Did you ever get a solution for the Primary SMS settings?
About to open a case with Support to see if this is actually intended.

I've been testing back and forth on how Genesys handles calls to Teams users and agents depending phone number information on their profile and phone settings.
It pretty much becomes a mess as when you sync phone numbers into Genesys with internal and external users.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB