Genesys Cloud - Main

So there are reports when a user email is changed in the Azure SSO side it causes their account on the Genesys side to lose their roles and other setting. They would then have to restore that account to the original setting. I haven't read anything that would explain this. Would the cause of it be because when Genesys sync up with Azure it see's the changed email as a new account so it removes all the prior setting the account had before the email was changed?
#Integrations

------------------------------
NA
------------------------------

I would suggest you change the Email in Genesys FIRST before changing in AD.  That way, SCIM should see that existing user and not try to create a new user based on the new Email in AD.

------------------------------
Robert Wakefield-Carl
TTEC Digital, LLC dba Avtex
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Appreciate the suggestion I think that would be our safest procedure to recommend to them.

Thank You

------------------------------
NA
------------------------------

Original Message:
Sent: 01-16-2023 17:05
From: Robert Wakefield-Carl
Subject: Would changing the user email on the AD SSO Azure side cause the user Genesys account to lose their roles and queue?

I would suggest you change the Email in Genesys FIRST before changing in AD.  That way, SCIM should see that existing user and not try to create a new user based on the new Email in AD.

------------------------------
Robert Wakefield-Carl
TTEC Digital, LLC dba Avtex
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------