Add Genesys Cloud for Microsoft Teams app

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Genesys Cloud for Microsoft Teams app enables integration between Genesys Cloud and Microsoft Teams across multiple global hosting regions. The application requires region-specific deployment due to Microsoft Teams platform limitations that prevent dynamic API traffic routing to different hosting regions through a single app instance. Consequently, each Genesys Cloud region maintains its own dedicated Microsoft Teams app, which makes these applications ineligible for Microsoft AppSource Teams marketplace listing due to duplicate offering prevention requirements. Setup involves downloading the region-appropriate Genesys Cloud app from a comprehensive list spanning Americas (Canada, Mexico, São Paulo, US East, US West), Asia Pacific (Mumbai, Osaka, Seoul, Singapore, Sydney, Tokyo), EMEA (Dublin, Frankfurt, London, Zurich), European Sovereign Region, FedRAMP, and Middle East (UAE) locations. Users then upload the downloaded app to their Microsoft Teams tenant through the Teams interface, search for and select the Genesys Cloud app, authenticate with Genesys Cloud credentials, and access the Genesys Cloud client via the pop-out icon. The feature is currently in Limited Availability for the European Sovereign Region, with availability details available through Genesys account teams.

Genesys Cloud European Sovereign Region in Limited Availability: Contact your Genesys account team for information about availability in the Genesys Cloud European Sovereign Region.

Sideload Genesys Cloud application for Microsoft Teams

Genesys Cloud is available in multiple hosting regions throughout the world. The Microsoft Teams platform currently does not support the Genesys Cloud for Microsoft Teams app directing the API traffic dynamically to your hosting region via a setting from a single Microsoft Teams app. As a result, each Genesys Cloud hosting region has its own Microsoft Teams app. This limitation makes the Genesys Cloud Microsoft Teams app listed in the following Genesys Cloud Region table ineligible for the Microsoft AppSource Teams marketplace due to the Microsoft AppSource Teams Duplicate Offering Prevention requirement.

Add the Genesys Cloud app

To set up the integration in Microsoft Teams, add the Genesys Cloud app to your Microsoft Teams tenant.

Download the Genesys Cloud app associated with your region.

The following table lists the Genesys Cloud region and the Microsoft Teams app to download.

Genesys Cloud regionClick to expand

Genesys Cloud region	Genesys Cloud app for Microsoft Teams
Americas (Canada)	CA-Central-1
Americas (Mexico)	MX-Central-1
Americas (Sao Paulo)	SA-East-1
Americas (US East)	US-East-1
Americas (US West)	US-West-2
Asia Pacific (Mumbai)	APS-1
Asia Pacific (Osaka)	APNE-3
Asia Pacific (Seoul)	APNE-2
Asia Pacific (Singapore)	APSE-1
Asia Pacific (Sydney)	APSE-2
Asia Pacific (Tokyo)	APNE-1
EMEA (Dublin)	EU-West-1
EMEA (Frankfurt)	EU-Central-1
EMEA (London)	EU-West-2
EMEA (Zurich)	EU-Central-2
European Sovereign Region	EUSC-DE-East-1
FedRAMP	US-East-2
Middle East (UAE)	Middle East

Log in to the Microsoft Teams account.
Upload the downloaded Microsoft Teams app to your Teams. To upload the app, see Upload your custom app in the Microsoft documentation.
In your Microsoft Teams account, click Apps.
Search for and select the Genesys Cloud app.
Click Add.
Click Authenticate and enter the Genesys Cloud credentials.
To open the Genesys Cloud client, click the Pop out icon in the upper right corner of the app.

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

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Add Genesys Cloud for Microsoft Teams app

Sideload Genesys Cloud application for Microsoft Teams

Add the Genesys Cloud app

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