As a Genesys Cloud administrator you can integrate Microsoft Teams and Genesys Cloud’s Bring Your Own Carrier (BYOC) Cloud feature for direct SIP VoIP communication. This bypasses the need for a Certified Session Border Controller (SBC) to broker the connection.

As you configure your Microsoft Teams integration, you must go back and forth between the Genesys Cloud trunk configuration and Microsoft 365 Admin Center to gather and enter information. As such, before you begin, it is important that you are familiar with Genesys Cloud BYOC Cloud trunk configuration and the details for configuring Microsoft Teams and working in the Microsoft 365 Admin Center. In particular, you need to be familiar with content in Microsoft’s Plan Direct Routing page and the Register a subdomain name in a customer tenant – Example section of the Configure a Session Border Controller for multiple tenants page. 

Dynamic Cloud Voice Platform

As mentioned in the Prerequisites, you must be using the Dynamic Cloud Voice Platform. For more information, see Enable the Dynamic Cloud Voice Platform.

Genesys Cloud trunk configuration

You begin by creating a new BYOC Cloud trunk. You can find information about creating a BYOC Cloud trunk in the Genesys Cloud BYOC Cloud trunk configuration article. However, as you create your new BYOC Cloud trunk for Microsoft Teams, there are several configuration settings that are specific to Microsoft Teams that you must configure. So make sure that you do the following:

• Choose BYOC PBX / Generic BYOC PBX as the trunk Type.
• Choose TLS for the trunk transport protocol from the Protocol list.
• Under Inbound/SIP Routing, enter a DNS domain name in the Termination Identifier box.
• Under Outbound, enter the server DNS names provided by Microsoft in the SIP Servers or Proxies box.
  Note: For example, you might enter sip.pstnhub.microsoft.com, sip2.pstnhub.microsoft.com, and sip3.pstnhub.microsoft.com. For more information, see the SIP signaling: FQDNs section of the Microsoft Plan Direct Routing documentation.
• Under Outbound IPs, select the Enable high capacity outbound platform check box.
• Under SIP Access Control, enter the IP address ranges provided by Microsoft in the Allow the Following Addresses box.
  Note: These IP address ranges must be broken into /16 or smaller subnets. For example, you might enter 52.112.0.0/16, 52.113.0.0/16, 52.114.0.0/16, 52.115.0.0/16, 52.120.0.0/16, 52.121.0.0/16, 52.122.0.0/16, and 52.123.0.0/16. For more information, see the SIP signaling: FQDNs section of the Microsoft Plan Direct Routing documentation. 
• Click Identity.
  • Under Calling, set the Address Omit + Prefix to Disabled.
  • Under Called, set the Address Omit + Prefix to Disabled.
• After configuring the above settings, scroll back up the page to the Inbound/SIP Routing section and locate the Inbound Request-URI reference panel. Then, copy the FQDN value, paste it in a text file, and save it. You need this value later.
• Click Save External Trunk.

Microsoft 365 admin center

After you have created and saved your BYOC Cloud trunk for Microsoft Teams, you must go to the Microsoft 365 Admin Center and perform the following for configuring Microsoft Teams:

• Add a domain that matches the FQDN value that you copied from the Inbound Request-URI reference section while you created your BYOC Cloud trunk for Microsoft Teams.
• Select “Add a TXT record to the domain’s DNS records” to verify your domain, Genesys Cloud will publish this record for you in a future step. Microsoft generates a TXT value that you use later to verify your domain name. Copy the generated TXT value displayed in the Microsoft 365 Admin Center and paste it in a text file and save it. You need this value when you continue configuring your BYOC Cloud trunk for Microsoft Teams.

For more information, see the Add a subdomain to the customer tenant and verify it section of Microsoft’s Configure a Session Border Controller for multiple tenants page.

Genesys Cloud trunk configuration

After you get the TXT value from the Microsoft 365 Admin Center, you’ll use it in your Microsoft Teams trunk. Completing this part of the trunk configuration allows Microsoft to confirm your ownership of this trunk’s domain.

• From the External Trunks page, select your new Microsoft Teams trunk.
• Click the Integrations.
• Under the Microsoft Domain Verification header, click Publish TXT Record. The Publish TXT Record dialog appears.
• Paste the TXT value that you copied from the Microsoft 365 Admin Center in the TXT value box.
• Click Publish.
• Click Save External Trunk.

Microsoft 365 admin center

After you publish the TXT Record in your Microsoft Teams trunk, you return to the Microsoft 365 Admin Center to complete the verification. For more information, see the Register a subdomain name in a customer tenant Example section of Microsoft’s Configure a Session Border Controller for multiple tenants page. 

Microsoft Teams admin center

After you verify your domain in the Microsoft 365 Admin Center, you must add the Teams Direct Routing SBC endpoint in the Microsoft Teams admin center. You must use the same FQDN that you previously added as a domain name. For the SBC Settings, set Enabled to True and set the SIP signaling port to 5061. For more information, see Microsoft’s Plan Direct Routing page. 

Completing the procedure

After setting up the voice endpoints, you must configure Dial Plans and Routing in Genesys Cloud and Voice Routes in Microsoft Teams to route calls between the two systems.