Use Microsoft Teams in Genesys Cloud

AI-generated summary

Genesys Cloud integrates with Microsoft Teams to enable unified cross-platform communication, consolidating multiple communication channels within a single environment. The integration supports directory access, contact searching, and calling between both platforms, with presence synchronization displaying real-time Microsoft Teams user status within Genesys Cloud. Meeting creation and joining are available through multiple methods, including the New Meeting option, direct user profile access, chat-based initiation, and slash commands. Call transfer functionality routes calls to Microsoft Teams contacts through search, supporting both blind and consult transfer options. The Genesys Cloud for Microsoft Teams app provides reverse integration, allowing users to access Genesys Cloud functionality directly within Microsoft Teams through an embedded client. This bidirectional integration enables agents to manage interactions and respond to Teams-based communications without switching between applications. Implementation requires a Microsoft Teams account, appropriate permissions for presence viewing and integrations, and the OnlineMeetings.ReadWrite Microsoft Graph API permission for full meeting capabilities. Users must sign out and sign back in app updates to activate new permissions. The integration streamlines workflow by consolidating communication tools, allowing agents to handle Teams-based interactions through the native Genesys Cloud client while maintaining access to core functionality within the Teams environment. Additional configuration details and integration specifications are available in related documentation covering Microsoft Teams setup, app updates, extension usage, and system requirements

PrerequisitesClick to expand

You can use the Microsoft Teams integration to view directories, search contacts, and make calls between Microsoft Teams and Genesys Cloud.

In Genesys Cloud, click .
From the menu bar in Genesys Cloud, click Apps.
From the apps group, select Microsoft Teams.
Click Sign in to Microsoft.
(Optional) Read and accept the app permissions.

Create or join a meeting

Note:

Update the Genesys Cloud for Teams app to add the OnlineMeetings.ReadWrite Microsoft Graph API permission.
After the update, you must sign out and sign in to your Microsoft Teams account to ensure that the OnlineMeetings.ReadWrite permission is available in your account.

There are several ways that you can create or join a Teams meeting:

In Genesys Cloud, sign in to Microsoft Teams app and click New Meeting.
If another user invites you to a Teams meeting, click the link in the chat.
Visit the profile of another user with Teams enabled:
1. On the user’s profile page, click the video chat icon.
2. Select Teams Meeting.
In a chat with another user:
1. Click the video icon in the chat.
2. Select Teams Meeting.
In any chat, type /teams.
Genesys Cloud adds a link to your Teams meeting in the chat. The users in the chat can click the link and join the meeting.

View directories and search contacts

In Genesys Cloud, search for contacts or organizations.
Select the contact that you want. A Microsoft Teams badge shows you which users are on Microsoft Teams.
If the Microsoft Teams SCIM user is not logged into Genesys Cloud, then Genesys Cloud retrieves and displays the presence and status of the user from Microsoft Teams. For example, a user with Available status in Microsoft Teams appears as Available on MS Teams in Genesys Cloud.

Transfer a call to a Microsoft Teams user

From the Calls panel, click and select Transfer.
Type the name of the contact and select the intended person from the list of suggestions.
Click Blind or Consult to transfer the call.

Access Genesys Cloud from Microsoft Teams

You can access Genesys Cloud from within Microsoft Teams, if you have the Genesys Cloud for Microsoft Teams app integrated. The integration allows you to respond to Microsoft Teams interactions in an embedded Genesys Cloud client. For more information, see About Genesys Cloud for Microsoft Teams.

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Create or join a meeting

Note:

Update the Genesys Cloud for Teams app to add the OnlineMeetings.ReadWrite Microsoft Graph API permission.
After the update, you must sign out and sign in to your Microsoft Teams account to ensure that the OnlineMeetings.ReadWrite permission is available in your account.

There are several ways that you can create or join a Teams meeting:

In Genesys Cloud, sign in to Microsoft Teams app and click New Meeting.

If another user invites you to a Teams meeting, click the link in the chat.

Visit the profile of another user with Teams enabled:

On the user’s profile page, click the video chat icon.
Select Teams Meeting.

In a chat with another user:

Click the video icon in the chat.
Select Teams Meeting.

In any chat, type /teams.

Genesys Cloud adds a link to your Teams meeting in the chat. The users in the chat can click the link and join the meeting.

View directories and search contacts

In Genesys Cloud,

Select the contact that you want. A Microsoft Teams badge shows you which users are on Microsoft Teams.
If the Microsoft Teams SCIM user is not logged into Genesys Cloud, then Genesys Cloud retrieves and displays the presence and status of the user from Microsoft Teams. For example, a user with Available status in Microsoft Teams appears as Available on MS Teams in Genesys Cloud.

Use Microsoft Teams in Genesys Cloud

Sign in to Microsoft Teams

Create or join a meeting

View directories and search contacts

Transfer a call to a Microsoft Teams user

Access Genesys Cloud from Microsoft Teams

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Use Microsoft Teams in Genesys Cloud

Sign in to Microsoft Teams

Create or join a meeting

View directories and search contacts

Transfer a call to a Microsoft Teams user

Access Genesys Cloud from Microsoft Teams

[NEXT] Was this article helpful?