Define your integration business model
The following are some decisions to consider when you define your integration business model:
- Decide where the phone must ring for each type of user (GC-only, UC-only, and hybrid). For more information about the different types of users, see Types of users based on login.
- Decide whether you want to enable direct dialing from UC-only users to your agents.
Define the integration model based on where the phone must ring for users
|User type||Where must the phone ring for a user||What must be done|
|UC-only users||The phone must ring on the UC platform.||
|GC-only users||The phone must always ring in the Genesys Cloud platform.||
Note: As SCIM does not allow separate or different attributes to be applied across user types in the same app instance, it is recommended to create separate SCIM app instances for GC-only and UC-only user groups to manage the populated SCIM attributes independently. For example, for Microsoft Teams-only users the SCIM attribute
|Hybrid users||Calls from Genesys Cloud must ring through a Genesys Cloud phone.||
|Hybrid users||Calls from Genesys Cloud must ring directly in the UC platform.||The SCIM integration must populate the Other Phone field in Genesys Cloud with the user’s DID/EXT on the UC platform. The Genesys Cloud Other Phone field must be the user’s the primary phone on their Genesys Cloud user profile. This ensures that calls made from Genesys Cloud to this user rings in the external UC system and not Genesys Cloud.|
Set up the integration model based on direct dialing scenarios
|Can agents be contacted by direct dialing||What does the integration setup look like|
|Agents cannot be directly dialed by UC-only users.||
|Agents log in to the UC platform and can be directly reached by UC-only users on the UC platform.||
|Agents can be dialed directly by DID by UC-only users from the UC platform and reached on Genesys Cloud.||