Is there any type of Microsoft Teams configuration required for the integration in Genesys Cloud?

The Genesys Cloud telephony integration with Microsoft Teams requires the use of Microsoft Teams Dial Plans, which is similar to Genesys Cloud’s Number Plans. Microsoft Teams Calling Plans is not compatible with Microsoft Teams Direct Routing, which makes it incompatible with Genesys Cloud.

For more information, see Microsoft Teams Dial Plans.

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About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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