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.

Create or join a meeting

Note:
  • Ensure that your Genesys Cloud for Teams app includes the OnlineMeetings.ReadWrite Microsoft Graph API permission. For more information, see Update the Genesys Cloud for Teams app.
  • After the addition of permission, you must sign out and sign in to your Microsoft Teams account to ensure that the OnlineMeetings.ReadWrite permission is available to your account.

There are several ways you can create or join a Teams meeting:

  • In Genesys Cloud, sign in to Microsoft Teams app and click New Meeting
  • If another user invites you to a Teams meeting, click the link in the chat.
  • Visit the profile of another user with Teams enabled:
    1. On the user’s profile page, click the video chat icon.
    2. Select Teams Meeting.

      This image is a screenshot of the profile which shows the Teams meeting available.

  • In a chat with another user:
    1. Click the video icon in the chat.
    2. Select Teams Meeting.
  • In any chat, type /teams.

    Genesys Cloud adds a link to your Teams meeting in the chat. Any person in that chat can click the link and join the meeting.This image is a screenshot of the teams meeting available from the chat.

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.