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

Warning: Do not run different variants 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) and Genesys Cloud Communicate for mobile apps simultaneously. Otherwise, you will experience unusual behavior with interaction logs, WebRTC phones, and other functionalities.

Overview

Embedding the Genesys Cloud for Microsoft Teams integration does not require installation on each user’s computer or server maintenance and back up. However, ensure that you enable the Restrict Genesys Cloud embedding setting in your organization settings.

Get started (administrators)

After you review the requirements and purchase appropriate licenses for Genesys Cloud, install the integration and configure various settings.

Get started (agents)

After you install the integration, 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 work with active interactions, make calls, or change 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 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 the full functionality, run Genesys Cloud along with the client.