After you install a Microsoft Teams license, a Genesys Cloud administrator must add, configure, and grant access to the Microsoft Teams Genesys Cloud integration.

Prerequisites

    Before you add and configure the Microsoft Teams integration in Genesys Cloud, you must configure the following:

    • A Session Initiation Protocol (SIP) trunk to Teams Direct Routing via Session Border Controller (SBC). For more information, see the Microsoft Plan Direct Routing article. Configurations for SIP and SBC architecture are complex and customized to your requirements.
    • Microsoft Entra tenant with administrator permissions to install apps in the tenant. Install the Genesys Cloud for Azure application template from the Microsoft Azure Marketplace to your tenant and configure SCIM as described here
      Set the following field mappings to ensure that the call transfers between Genesys Cloud and Microsoft Teams work as expected: 
    Microsoft Entra ID field SCIM field Genesys Cloud field
    telephoneNumber phoneNumbers[type eq "microsoftteams"].value UserProfile.contactInfo.[0].phone_other.[0].value.number
    objectId urn:ietf:params:scim:schemas:extension:genesys:purecloud:2.0:User:externalIds[authority eq "microsoftteams"].value

    Notes:

    The added field mappings display under Attribute Mappings. 

    Note: Own and manage the SBC and Azure instances separate from Genesys Cloud.

    Warning: Be cautious when assigning phone numbers, DIDs, and extensions within Microsoft Entra. Incorrectly assigned numbers can be changed, but it is difficult to remove the assigned number due to Microsoft Entra’s SCIM implementation.

    Add the integration

    1. Click Admin.
    2. Under Integrations, click Integrations.
    3. Click Add Integration. 
    4. In the Search box, type Microsoft Teams.
    5. Locate the card titled Microsoft Teams integration.
    6. Click Install. Details about the integration appear.

        Assign role 

        To use the Microsoft Teams integration app and view badges, you must have the Microsoft Teams User and Employee roles, or any role with the Integration > microsoftTeams > View and Integration > unifiedCommunications > View permissions. For more information about assigning a role, see Assign roles, divisions, licenses, and add-ons.

        Users with the Integration > unifiedCommunications > View permission can view the badges for integration users who have been populated via SCIM.

        Users with the Integration > microsoftTeams > View permission can use the call transfer workflow to see the presence for integration users who have been populated via SCIM.

        Note: If you have a user who does not use the integration and you want to hide the badges, remove the Integration > unifiedCommunications > View permission from the user’s roles.

        Enable Genesys Cloud for Teams app

        To make requests to Microsoft Teams and Microsoft Entra on behalf of your Genesys Cloud tenant, you must install a new app within Azure. You can either install the app from here or follow the instructions below to install the app by authenticating through Genesys Cloud. By authenticating as an Azure Administrator with Azure in the Genesys Cloud Teams app for the first time, the new Genesys Cloud for Teams app is installed into your Microsoft Entra tenant for all users.

        Note: For the latest updates of already installed Genesys Cloud for Teams app, see Update the Genesys Cloud for Teams app.

        Depending on how your Azure permissions are configured, your app users do not require authorization or request permissions for Genesys Cloud from Azure beyond this step:

        1. In Genesys Cloud, click the Apps icon.apps_icon
        2. From the apps group, select Microsoft Teams.
        3. Sign in using your Azure credentials.
        4. Click Sign in to Microsoft.
          Note: If you signed in to Genesys Cloud using Microsoft Entra single sign-on, the pop-up displays and disappears quickly, since your user has a valid Azure session in Genesys Cloud through single sign-on.
        5. Ensure that the Genesys Cloud Integration for Teams app with the application ID 728ece5a-0f26-4c43-9705-cea9debe3fb5 is installed in your tenant:
          1. Log into https://portal.azure.com/.
          2. In the Microsoft Entra admin center, navigate to Identity > Applications > Enterprise Applications > All Applications.
          3. Search the list for the app.
        6. (Optional) Depending on the Microsoft Entra tenant settings for installing applications, users can be prompted to accept the necessary permissions or request administrator approval for permissions from Azure when logging into the Teams External App integration in Genesys Cloud for the first time. To prevent users from being prompted for consent, an Azure administrator can grant consent on behalf of the Microsoft Entra tenant by completing these steps:
          1. Click Grant admin consent for your default directory.
          2. Click Accept. A confirmation modal appears in Azure.Microsoft Entra ID permissions list for the selected application.
          Note: If an Azure administrator provides global tenant consent for these permissions when logging into the Microsoft Teams app in Genesys Cloud, users are not prompted to provide these permissions individually.