Define your integration business model

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Genesys Cloud Resource Center provides comprehensive guidance for defining integration business models that establish call routing patterns across unified communications platforms. Organizations must categorize users into three distinct types: UC-only users who ring on the UC platform through SCIM integration with the Other Phone field populated, GC-only users who always ring in Genesys Cloud, and hybrid users who ring on either platform based on their primary number assignment. The integration model requires configuring the UC number plan to include both queue DIDs and agent DIDs, enabling UC-only users to dial queues or agents directly from the UC platform when direct dialing is enabled through DID assignment. SCIM synchronization is fundamental to the integration, populating UC-only user profiles with their UC platform DID/EXT in the Other Phone field, which must be designated as the primary phone to ensure calls route correctly to the external UC system. For GC-only users, the Other Phone field should either remain unpopulated with UC integration numbers or, if populated, should not be set as primary; alternatively, extensions should be configured for all GC-only users. The documentation recommends creating separate SCIM app instances for GC-only and UC-only user groups to independently manage SCIM attribute mapping and prevent configuration conflicts across user types. Phone routing and direct dialing capabilities vary based on user type and integration requirements. For hybrid users, calls must route through either Genesys Cloud phones or directly to the UC platform, requiring the SCIM integration to populate the Other Phone field with the UC platform DID/EXT and designate it as the primary phone. Direct dialing scenarios determine integration setup: agents cannot be directly dialed by UC-only users in queue-only models where UC-only users reach agents exclusively through Genesys Cloud queue DIDs; agents with UC accounts can be reached directly on the UC platform or through queues; and agents with Genesys Cloud DIDs can be dialed directly by UC-only users from the UC platform, potentially without requiring UC accounts. SCIM administrators must synchronize UC-only users with appropriate Other Phone field configuration and establish UC number plan setups that include the necessary Genesys Cloud queue DIDs and agent DIDs based on the selected integration model.

The following are some decisions to consider when you define your integration business model:

Decide where the phone must ring for each type of user (GC-only, UC-only, and hybrid). For more information about the different types of users, see Types of users based on login.
Decide whether you want to enable direct dialing from UC-only users to your agents.

Define the integration model based on where the phone must ring for users

User type	Where must the phone ring for a user	What must be done
UC-only users	The phone must ring on the UC platform.	These users are populated through SCIM. The SCIM integration populates the Other Phone field in Genesys Cloud with the user’s DID/EXT on the UC platform. The Genesys Cloud Other Phone field must be the user’s primary phone on their Genesys Cloud user profile. Note: If no other numbers are populated through SCIM, the Other Phone field is set as primary automatically. This ensures that calls made from Genesys Cloud to this user rings in the external UC system and not Genesys Cloud.
GC-only users	The phone must always ring in the Genesys Cloud platform.	These users do not have to be populated through SCIM. If you plan to populate them through SCIM, you have the following options to ensure calls from Genesys Cloud to a GC-only user always rings in Genesys Cloud and not the UC platform. Do not populate the Genesys Cloud Other Phone field with a UC integration phone number. If you do plan to populate the Genesys Cloud Other Phone field with a UC integration phone number, ensure that it is not the GC-only user’s primary phone in Genesys Cloud and configure an extension for all GC-only users. Note: As SCIM does not allow separate or different attributes to be applied across user types in the same app instance, it is recommended to create separate SCIM app instances for GC-only and UC-only user groups to manage the populated SCIM attributes independently. For example, for Microsoft Teams-only users the SCIM attribute `phoneNumbers[type eq "microsoftteams"].value` must be mapped to the Other Phone field in Genesys Cloud. Whereas for GC-only users, a different mapping for primary phone DID/EXT may be required.
Hybrid users	Calls from Genesys Cloud must ring through a Genesys Cloud phone.	The SCIM integration does not populate the Genesys Cloud Other Phone field with a UC integration phone number. Or The SCIM integration populates the Genesys Cloud Other Phone field with a UC integration phone number, but does not make it the hybrid user’s primary phone in Genesys Cloud.
Hybrid users	Calls from Genesys Cloud must ring directly in the UC platform.	The SCIM integration must populate the Other Phone field in Genesys Cloud with the user’s DID/EXT on the UC platform. The Genesys Cloud Other Phone field must be the user’s the primary phone on their Genesys Cloud user profile. This ensures that calls made from Genesys Cloud to this user rings in the external UC system and not Genesys Cloud.

Set up the integration model based on direct dialing scenarios

Can agents be contacted by direct dialing	What does the integration setup look like
Agents cannot be directly dialed by UC-only users.	Agents can only be reached by UC-only users through the Genesys Cloud queues. UC-only users dial Genesys Cloud queue DIDs, usually for help desk services. SCIM administrators sync UC-only users with Other Phone SCIM field assigned (Agents typically do not sync a DID into Other Phone). UC number plan setup only to include Genesys Cloud queue DIDs.
Agents log in to the UC platform and can be directly reached by UC-only users on the UC platform.	Agents have a UC account and can be reached directly by UC-only users on the UC platform. UC-only users dial Genesys Cloud queue or lookup agent directly on the UC platform for help. SCIM administrators sync UC-only users with the Other Phone field. UC number plan setup must include Genesys Cloud queue DIDs.
Agents can be dialed directly by DID by UC-only users from the UC platform and reached on Genesys Cloud.	Agents can be reached directly by DID by UC-only users on the UC platform. UC-only users dial Genesys Cloud queue or dial the agent’s DID directly on the UC platform for help. Agent DIDs not associated with the UC platform. In this scenario, agents may not even have a UC account. SCIM administrators sync UC-only users with the Other Phone field. Admins may sync a DID into the Work Phone field for agents, depending on your telephony configuration. UC number plan setup must include Genesys Cloud queue DIDs and Genesys Cloud agent DIDs.

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Define your integration business model

Define the integration model based on where the phone must ring for users

Set up the integration model based on direct dialing scenarios

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