FAQs: Genesys Cloud for Microsoft Teams

To collect logs for troubleshooting the Genesys Cloud for Microsoft Teams integration:

1. Open the embedded Genesys Cloud app in Microsoft Teams.
2. Press Ctrl+Alt+Shift+1 simultaneously in the client window. This action triggers log collection.
3. The logs are automatically saved to your computer’s Downloads folder.
4. Zip the log files.
5. Send the zipped logs to Genesys Customer Care for further analysis.

For more information, see About Genesys Cloud for Microsoft Teams.

Genesys checks two criteria and bills accordingly:

1. A user holds a Genesys Cloud for Microsoft Teams integration license.
2. A user has a logged in presence at some point during the month (in either Genesys Cloud for Microsoft Teams or Genesys Cloud).

Yes. For customers using Chrome 120 version, Google recommends using the following flag:

chrome://flags/#tracking-protection-3pcd

For customers who use Chrome 121 or later version, see Set flags for testing in the Google documentation.