Configure the UC tools integration

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Genesys Cloud provides integration with supported UC platforms like Microsoft Teams, Zoom Phone, and 8x8. To set up the integration, first configure SIP trunking between Genesys Cloud BYOC and the UC platform. Next, use SCIM to sync Genesys Cloud users with the UC platform by mapping fields like phone numbers. Configure separate SCIM instances if needed for different user segments. Finally, install the required UC app from Genesys AppFoundry to complete the integration. The integration provides Genesys Cloud capabilities like presence and badges in UC apps for hybrid users.

To integrate Genesys Cloud with a supported UC platform, follow this order of setup.

Step 1: Configure the SIP setup

Create a SIP trunk connection between Genesys Cloud BYOC and your UC platform.

For more information about Teams Direct Routing via Session Border Controller (SBC), see the Microsoft Plan Direct Routing article. Configurations for SIP and SBC architecture can be complex and customized to your requirements.
For more information about Zoom Phone, see Setting up contact center integration.
For more information about Genesys Cloud BYOC, see About BYOC Cloud.

For more information, see the following SIP integration setup examples:

Step 2: Configure the SCIM Setup

Select your identify provider. For more information, see About Genesys Cloud SCIM (Identity Management).
Segment the users you plan to populate via SCIM based on user types. For more information, see Types of users based on login and Define your integration business model.
With administrator permissions to the UC app, configure SCIM and the required mapping fields.

- For all the users you plan to synchronize via SCIM, configure the standard SCIM field mappings. For more information, see SCIM and Genesys Cloud field mappings.
- To synchronize UC integration phone numbers for users, configure the UC integration-specific SCIM field mappings.
  - For Zoom, see Configure the Zoom Phone integration.
  - For Microsoft Teams, see Configure the Microsoft Teams integration.
  - For 8×8, see Configure the 8×8 integration.

Note:

You can enable only one UC phone integration per user in an org.
Own and manage the SCIM instance separate from Genesys Cloud.
If you use multiple DIDs, you can assign one as primary voice through SCIM. Assign the integration DID as primary for users who are not expected to log in to Genesys Cloud.
If different user segments require different field mappings, you must deploy multiple instances of the SCIM app within your identity provider tenant.

Step 3: Install the UC application from AppFoundry

When you complete the SCIM configuration, navigate to the Genesys AppFoundry and install the required UC app into your Genesys Cloud org. After installation, the integration is available on the Admin > Integrations page in your Genesys Cloud org.

For Zoom Phone, see Install the Zoom Phone integration from Genesys AppFoundry.
For Microsoft Teams, see Install the Microsoft Teams integration from Genesys AppFoundry.
For 8×8, see Install the 8×8 integration.

Note: GC-only users and hybrid users cannot see a UC-only user’s presence or the badge next to a UC-only user’s profile in Genesys Cloud until they install the UC app from AppFoundry.

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