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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: victor on September 04, 2023, 07:09:44 AM

Title: Genesys Cloud - Teams integration
Post by: victor on September 04, 2023, 07:09:44 AM

Hi,

is there a way to integrate Genesys Cloud with Teams where you can just send the calls to Teams without seeing the agent presence?

Thanks!

Title: Re: Genesys Cloud - Teams integration
Post by: nonny on September 04, 2023, 07:17:48 AM

I guess technically speaking if you have your Teams contacts in a separate AAD SCIM group that also brings their phone numbers in, you'd be able to just call them that way.  If you're sure you don't want to use the proper Teams integration using Graph API etc then you could just make the AD phone field to the work phone field in GC.  Then you'd just be relying on your SBC etc to do cost-free routing.