FAQs: Unified Communication tools

Are Microsoft Teams users who do not log in to Genesys Cloud billed?

Microsoft Teams users who do not log in to Genesys Cloud at… [More]

Can I restrict what type of users get provisioned from Microsoft Teams to Genesys Cloud?

Yes, using Microsoft Azure scopes or security groups, you can restrict the… [More]

Can I sync the presence between Microsoft Teams and Genesys Cloud?

Yes, Microsoft Teams presence updates are pushed to the corresponding Genesys Cloud… [More]

Can I use extensions in the Microsoft Teams integration with Genesys Cloud?

Yes, you can use extensions in the integration for a contact. For… [More]

Do I have to license every user for Microsoft Teams integration?

No, the consumption of licensing is based on the Integrations > microsoftTeams >… [More]

Is SCIM required for Microsoft Teams Direct Routing?

No, Microsoft Teams Direct Routing is for voice communication between Microsoft Teams… [More]

Is Session Border Controller (SBC) required between Genesys Cloud BYOC and Microsoft Teams?

Yes, an SBC is required between Genesys Cloud BYOC and Microsoft Teams…. [More]

Is there a limit to the subscription level in Microsoft Teams or Genesys Cloud in the Microsoft Teams integration?

There is no restriction to the subscription level in Genesys Cloud, but… [More]

Is there a restriction on the number of active sessions between Microsoft Teams and Genesys Cloud?

The licensing on the Session Border Controller (SBC) limits the number of… [More]

Is there any specific model for integration with Microsoft Teams and Genesys Cloud?

Yes, Genesys Cloud requires the Connect model of integration. To use certified… [More]

Is there any type of Microsoft Teams configuration required for the integration in Genesys Cloud?

The Genesys Cloud telephony integration with Microsoft Teams requires the use of… [More]

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.