FAQs: Unified Communication tools

Yes, an SBC is required between Genesys Cloud BYOC and Microsoft Teams. Use SBCs that are certified for Direct Routing.

• For more information about SBC connection, see Plan Direct Routing in Microsoft Teams documentation.
• For more information about SBCs, see Session Border Controllers certified for Direct Routing in Microsoft Teams documentation.

No, Microsoft Teams Direct Routing is for voice communication between Microsoft Teams and Genesys, while SCIM is used for provisioning of users in Genesys. You require SCIM if you want to see Microsoft Teams users and their presence in Genesys for transfers and directory lookup.

For more information, see:

• Configure Microsoft Entra ID for Genesys Cloud SCIM (Identity Management)
• Configure the Microsoft Teams integration
• Define your integration business model

Yes, Genesys Cloud requires the Connect model of integration. To use certified SBCs and Direct Routing to connect a contact center solution to Teams, you must use the Connect model. The presence integration leverages the Extend model.

For more information, see Integration models for solution providers in Microsoft documentation.

Yes, Microsoft Teams presence updates are pushed to the corresponding Genesys Cloud user. If a Genesys Cloud user is logged into the Genesys Cloud platform, their Genesys Cloud presence displays.

For more information, see the following blueprints:

• Update the presence of a Microsoft Teams user based upon Genesys Cloud user presence update
• Update the presence of a Microsoft Teams user based upon an inbound interaction

The Genesys Cloud telephony integration with Microsoft Teams requires the use of Microsoft Teams Dial Plans, which is similar to Genesys Cloud’s Number Plans. Microsoft Teams Calling Plans is not compatible with Microsoft Teams Direct Routing, which makes it incompatible with Genesys Cloud.

For more information, see Microsoft Teams Dial Plans.

Yes, you can use extensions in the integration for a contact. For more information, see Can I add a non-E.164 number to an internal contact? and Configure the Microsoft Teams integration.

Yes, using Microsoft Azure scopes or security groups, you can restrict the number of users provisioned to Genesys Cloud from Microsoft Teams.

For more information, see:

• About the Microsoft Teams integration
• Configure the Microsoft Teams integration
• Define your integration business model

There is no restriction to the subscription level in Genesys Cloud, but require an extra license for Microsoft Teams integration. For Microsoft Teams, you require an E1 or later license, or the Telephony license. Check with Microsoft Teams for more information about licensing.

For more information, see About the Microsoft Teams integration.

No, the consumption of licensing is based on the Integrations > microsoftTeams > View permission assigned to users, which can be a subset of the users of your Genesys Cloud org.

For more information, see About the Microsoft Teams integration.

The licensing on the Session Border Controller (SBC) limits the number of active sessions between Microsoft Teams and Genesys Cloud.

For more information, see About the Microsoft Teams integration and Session Border Controllers certified for Direct Routing.