I updated my mapping attributes as below and now seeing the Teams badging. This is great.
objectId --> urn:ietf:params:scim:schemas:extension:genesys:purecloud:2.0:User:externalIds[authority eq "microsoftteams"].value
telephoneNumber --> phoneNumbers[type eq
"microsoftteams"].value
As far as presence goes. Directory > My Organization I see all my users GC and Team users but the Teams users are all showing Offline. If I search for a user in the top right search field I can find a teams user but again showing Offline.
If I accept a call and select transfer I have available GC and Teams Icons to select from. If I select GC the users show offline. If I select Teams the user is showing their correct status Online and a Green circle around their image. That part is great but I would like to be able to view their presence under Dire
ctory and in searching for a user. Thoughts?
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Martin Bunting
i3Vision Technologies Inc.
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Original Message:
Sent: 01-25-2021 13:21
From: Clifton Jones
Subject: MS Teams Integration
I'll add some ideas here on the most common SCIM issues WRT the MS Teams integration and how I accelerate the troubleshooting cycle.
Until the Genesys AD integration on the Azure side is updated to include the new additions to the SCIM schema, you will have to add a couple of new attributes so they can be mapped. This has turned out to be the most common issue. Here are the 2 mappings with the 2 new attributes on the right:
objectId --> urn:ietf:params:scim:schemas:extension:genesys:purecloud:2.0:User:externalIds[authority eq "microsoftteams"].value
telephoneNumber --> phoneNumbers[type eq "microsoftteams"].value
We have had some issues where the copy/paste of the right-hand-side attributes results in unicode double-quotes, etc. You may want to carefully type them in by hand to make sure that text formatting is not affecting you as the Azure SCIM provider is not always helpful with its error logs.
After making a change, I usually have 1 or 2 user IDs that I immediately populate using the Provision On Demand feature.
You don't have to wait for the next sync cycle and it will show you what was supposed to go across. Even if it says that the MS Teams number goes over, it may fail if the attribute is malformed.
I hope that this help!
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Clifton Jones
Genesys - Employees
Original Message:
Sent: 01-25-2021 12:05
From: Martin Bunting
Subject: MS Teams Integration
I have a ticket opened up 0002858780 on this. As to the fields I am getting the users Name and Title under their image, Main Email, Work Email, Work Phone, and Cell Phone.
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Martin Bunting
i3Vision Technologies Inc.
Original Message:
Sent: 01-25-2021 10:03
From: trey buck
Subject: MS Teams Integration
The UI elements - including Teams badging, users displaying as results when searching in the Teams tab in the call transfer workflow, and showing Teams users' presence in the call transfer workflow - are triggered off the Other Phone field, more specifically the attribute 'microsoftTeams' that is populated/associated to the Other Phone field via SCIM. Without that attribute on the field/user, the UI doesnt know the user is/should be associated with the Teams integration.
The Teams app being installed is what enables the new tab in the call transfer workflow. But the user results within the tab are populated by the attribute as I described above.
So we need to figure out why the attribute is not populating, though I am running out of ideas why it may not be syncing. Have either of you opened a case with our Care team yet?
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trey buck
Genesys - Employees
Senior Product Manager
Original Message:
Sent: 01-25-2021 09:24
From: Josiah Brown
Subject: MS Teams Integration
This looks to be where I am at with our setup as well. I do have SIP trunks tied to our SBC but not specifically for Teams right now. I plan to setup some routing in the SBC to route the Teams calls, right now anything on those trunks is routing out to Twilio.
Are you seeing the 'other' field populate in Genesys Cloud with the Teams number? I'm hoping that once we get that we will start seeing user presence coming across. I'm assuming we don't need the SIP trunks for that piece.....but I could be wrong, wouldn't be the first time :)
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Josiah Brown
Ohio's Hospice
Original Message:
Sent: 01-22-2021 18:20
From: Martin Bunting
Subject: MS Teams Integration
Were making headway. Our configuration does not include SIP trunks and the SBC. We are able to sync with Teams in that Teams is able to create users in Genesys Cloud, I am able to click to call, mind you this is over the PSTN. We are not getting the "T" Teams Logo in the image of the Teams user, and were not seeing the Presence of the Teams User updated, all Teams Users are showing as Offline. When I receive a call and transfer to a Teams user, in the Transfer window there are Icons for GC and Teams, the Teams user shows under the GC icon but not under the Teams icon. It is sort of there but I am not sure how much of what we are seeing is because we do not have the SIP Tie trunks between the two application.
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Martin Bunting
i3Vision Technologies Inc.
Original Message:
Sent: 01-22-2021 17:18
From: Josiah Brown
Subject: MS Teams Integration
Hi Trey,
I tried what you suggested above but still not seeing the 'Other Phone' field populate. I tried it with a different user, took out the SCIM attribute I had in for other, & put in the Teams number as E.164 format.
Thanks for your help on this!
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Josiah Brown
Ohio's Hospice
Original Message:
Sent: 01-20-2021 17:27
From: trey buck
Subject: MS Teams Integration
It's very odd to me that some numbers are syncing, but not others. Next idea: we have seen some issues with copying/pasting directly from the GC help site into the Azure fields (sometimes there are invisible characters). Can you try to copy/paste the SCIM attributes into a txt file, make sure there are no unexpected characters, then repopulate the SCIM fields and sync again?
Also, remove the SCIM attribute for the "other" phone field - that is replaced by the "microsoftTeams" attribute which still populates the 'Other Phone' field in GC. That may be causing a conflict that isnt represented in the SCIM sync output.
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trey buck
Genesys - Employees
Senior Product Manager
Original Message:
Sent: 01-20-2021 17:04
From: Josiah Brown
Subject: MS Teams Integration
- Are you saying that none of the numbers in the screenshot you provided sync over to GC?
- I do see the work & mobile number in GC. I don't see the Teams number nor the other. I had just setup the other to see if it would populate in GC.
- Have you tried resyncing the same user more than one time to double-check the Azure SCIM issue I mentioned? Sorry, I cant tell from your response if that is the case or not.
- I have tried multiple times with multiple users to sync. The mobile & work numbers and the objectID is there for Microsoft Teams.
- You may also want to try E.164 format to see if that helps resolve the sync issue.
- I did test a user with E.164 as well but no change.
Maybe I'm expecting to see something that I shouldn't be? I'm just not sure what I'm missing to see the Teams presence for the users.
Thanks for your help!
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Josiah Brown
Ohio's Hospice
Original Message:
Sent: 01-20-2021 16:51
From: trey buck
Subject: MS Teams Integration
A few questions/comments:
1. Are you saying that none of the numbers in the screenshot you provided sync over to GC?
2. Have you tried resyncing the same user more than one time to double-check the Azure SCIM issue I mentioned? Sorry, I cant tell from your response if that is the case or not.
3. You may also want to try E.164 format to see if that helps resolve the sync issue.
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trey buck
Genesys - Employees
Senior Product Manager
Original Message:
Sent: 01-20-2021 13:50
From: Josiah Brown
Subject: MS Teams Integration
Hi Trey - I've tried several times to sync different users but I'm not seeing that number populated anywhere else. It shows successful....I'm assuming I should see that number in the contact info for my user, correct?
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Josiah Brown
Ohio's Hospice
Original Message:
Sent: 01-20-2021 13:11
From: trey buck
Subject: MS Teams Integration
Hi Josiah - we have seen an Azure bug where the phone number is not populated on the first sync (which is a pretty awful experience, we know). Can you try running the sync again and see if the number populates then?
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trey buck
Genesys - Employees
Senior Product Manager
Original Message:
Sent: 01-20-2021 09:52
From: Josiah Brown
Subject: MS Teams Integration
Hey guys,
Have any of you been able to get the SCIM settings for Teams to work as expected? We seem to be getting held up with populating the Genesys Cloud field "phone_other" with the Teams number when following the steps below. Everything else seems to be working but we don't see that number in Genesys anywhere after provisioning a user. I'm thinking that is why we aren't seeing the Teams badge on any of our contacts.
Thanks!
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Josiah Brown
Ohio's Hospice
Original Message:
Sent: 01-06-2021 13:17
From: Martin Bunting
Subject: MS Teams Integration
I have just started the Teams integration to our Dev Org. I have enabled the free trial and enabled the Teams Integration. I have logged into my Teams account from the Genesys Cloud UI.
A couple of questions on licensing and the MS piece. I had our IT person make sure the Genesys Cloud Integration is installed in Teams, but when I search for users within Teams from Genesys I cannot find anyone in Teams. I assume individual users need to to be licensed/enabled to be searchable and provide their presence. (Wanting to confirm this piece).
Does the presence and searchability work both ways? Can someone on Teams search and for a Genesys Cloud User?
I did not install any SIP Trunking between Genesys Cloud and MS Teams as we don't have any plans for internal transfer of calls between the two solutions at this time. If we want to move forward with internal calling, is an SBC required or can this be done without a hardware/virtual SBC.
#Integrations
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Martin Bunting
i3Vision Technologies Inc.
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