Use Microsoft Teams in Genesys Cloud

Prerequisites:
  • Microsoft Teams integration
  • Microsoft Teams account

You can use the Microsoft Teams integration to view directories, search contacts, and make calls between Microsoft Teams and Genesys Cloud.

Sign in to Microsoft Teams

  1. In Genesys Cloud, click the Apps icon.apps_icon
  2. From the apps group, select Microsoft Teams.
  3. Click Sign in to Microsoft.
  4. Optional: Read and accept the app permissions.

View directories and search contacts

  1. Search for contacts or organizations.
  2. Select the contact you want. A Microsoft Teams badge shows you which users are on Microsoft Teams.Directory page with MS teams contacts

Transfer a call to a Microsoft Teams user

  1. From the Calls panel, click  and select Transfer.
  2. Select the Microsoft Teams tab to search for contacts that use Microsoft Teams.
  3. Begin typing a name and select the intended person from the list of suggestions.
  4. Select Blind or Consult to transfer the call.
    transfer a call to an microsoft teams user

Access Genesys Cloud from Microsoft Teams

You can access Genesys Cloud from within Microsoft Teams, if you have the Genesys Cloud for Microsoft Teams app integrated. The integration allows you to respond to Microsoft Teams interactions in an embedded Genesys Cloud client. For more information, see About Genesys Cloud for Microsoft Teams.