About Genesys Cloud for Microsoft Teams

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.

• Architecture diagram
• Manage Genesys Cloud embedding

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

• Genesys Cloud Billing FAQs
• Requirements
• Add Genesys Cloud for Microsoft Teams

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

• Browser requirements
• Access the client
• Log in to the client
• Language support

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.

• Client interface
• Statuses
• Phones

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

• Call controls
• Pick up an interaction
• Place a call on hold
• Schedule a callback
• Wrap up an interaction

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

• Call forwarding
• Notifications
• Queue activation

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.

• Evaluations
• Shift trade and time off requests
• Voicemail

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.

• Calls
• Callbacks
• Chats
• Emails
• Messages
• Voicemail