About Genesys Cloud for Microsoft Teams

The Genesys Cloud for Microsoft Teams integration is a version of Genesys Cloud’s contact center services inside Microsoft Teams.

Genesys Cloud embedded in Microsoft Teams: Feature coming soon

Warning: Do not run different versions of the Genesys Cloud embedded client (Genesys Cloud for Salesforce, Genesys Cloud for Zendesk, Genesys Cloud for Microsoft Teams, Genesys Cloud for Chrome, Genesys Cloud for Firefox, or Genesys Cloud Embeddable Framework) side by side. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionality.

Overview

With the Genesys Cloud for Microsoft Teams integration, there is nothing to install on each user’s computer and nothing to maintain or back up on your servers.


Get started (administrators)

First review the requirements and purchase appropriate licenses for Genesys Cloud. Then install the integration and configure various settings.


Get started (agents)

After the integration is installed, log in and begin to use the client.


Client interface

From the client, you can access the menu and change your status and phone. The menu allows you to perform common tasks quickly, such as working with active interactions, making calls, or changing settings.


Call controls and basic interaction tasks

Learn about the call controls in the client and how to perform basic tasks on interactions.


Client-configurable functionality

Learn what functionality and features you can control or configure in the client.


User inbox notifications

Quickly view your voicemail and notifications about various items from the User Inbox in the client. The notifications alert you to tasks and information that require your attention in Genesys Cloud.


Supported Genesys Cloud interaction types

Genesys Cloud for Microsoft Teams currently supports call, callback, outbound dialing, chat, email, message, and ACD voicemail interactions. For fuller functionality, run Genesys Cloud alongside the client.