Integrations · guide

Microsoft Teams with Genesys Cloud CX

Microsoft Teams to Genesys Cloud CX

Verified 2026-09-25 · 60 sources · tier 2–3

For Telephony or UC administrators configuring interconnect, presence, and client options between Genesys Cloud CX and Microsoft Teams..

Genesys Cloud CX integrates with Microsoft Teams using Microsoft's Connect model for Direct Routing telephony and the Extend model for presence 8. The integration connects contact center telephony with Teams Phone infrastructure so that agents can transfer calls to Teams users 8 22.

Before you start

Configuring the integration requires all permissions under Integrations > Integration plus Integrations > Presence > View in Genesys Cloud 3. Genesys Cloud must be configured with BYOC capabilities, and an Entra administrator with app installation permissions must be available 6. Only one PBX phone integration can be enabled per user in a Genesys Cloud organization 35.

What changes by situation

Pick your answers to see only your path. Nothing is sent anywhere until you make a plan.

How do calls cross between Genesys Cloud and Teams?

How much presence do you want to share?

Where do agents work?

Three questions. One permanent page you can send to your manager.

Step 1 Confirm model, licences, and initial settings

Do

Ensure every Teams user intended as a transfer destination holds a Teams Phone System licence and a phone number 51. For deployments synchronizing presence, obtain a Microsoft Teams integration licence through Genesys Cloud sales 20. Before using the Microsoft Teams integration, switch on the Genesys Cloud setting for placing calls with another app, under Calls > Phone Settings 37.

Verify

Confirm that target transfer recipients display an assigned phone number and Teams Phone System licence 51. Contact center agents do not require a Teams Phone System licence 51.

Rollback

Suggested rollback: Turn off the setting for placing calls with another app.

Step 2 Configure target user phone numbers

A Genesys BYOC Cloud trunk connected straight to Teams Direct Routing

Do

Assign each target user a Direct Routing phone number using Set-CsPhoneNumberAssignment -PhoneNumber <number> -PhoneNumberType DirectRouting, which also enables Enterprise Voice 23. Ensure target users are assigned Teams Only mode so that incoming calls land in the Teams client 32.

Verify

Suggested check: Verify with PowerShell that each user is assigned the specified Direct Routing number and is in Teams Only mode.

A Genesys BYOC trunk to a customer SBC paired with Teams Direct Routing

Do

Assign Direct Routing phone numbers using Set-CsPhoneNumberAssignment -PhoneNumber <number> -PhoneNumberType DirectRouting to enable Enterprise Voice 23. Set target users to Teams Only mode 32.

Verify

Suggested check: Confirm that each target user displays the assigned Direct Routing number and has Teams Only mode active.

Public phone network crossing with no private trunk interconnect

Do

Verify that each target user has PSTN connectivity via Calling Plan, Operator Connect, Teams Phone Mobile, or Direct Routing 27. WarmTransfer's reading of the sources is that transfers cross over the public phone network to the users' public numbers without a private interconnect 38.

Verify

Suggested check: Dial each target user's public number from an external phone to verify ringing in the client.

Step 3 Build the Genesys side of the interconnect

A Genesys BYOC Cloud trunk connected straight to Teams Direct Routing

Do

Confirm participation in the Dynamic Cloud Voice Platform Limited Access release, as well as the Telephony > Plugin > All and Telephony > Trunk > Publish External TXT Record by Trunk permissions 56. Under Admin > Telephony > Trunks, create a BYOC Cloud external trunk with type BYOC PBX or Generic BYOC PBX and TLS transport 59. Set the outbound SIP servers to sip.pstnhub.microsoft.com, sip2.pstnhub.microsoft.com, and sip3.pstnhub.microsoft.com 57. Enable the high capacity outbound platform checkbox and restrict SIP Access Control to Microsoft-provided IP ranges entered as /16 or smaller subnets 52. Under Identity, set Address Omit + Prefix to Disabled for Calling and Called 55. Copy the FQDN from the Inbound Request-URI reference panel, add it as a domain in the Microsoft 365 admin center, and publish the TXT record from Integrations > Microsoft Domain Verification > Publish TXT Record 54.

Verify

Verify that the domain shows as verified in the Microsoft 365 admin center 54.

Rollback

Suggested rollback: Remove the custom domain from the admin center and delete the BYOC Cloud external trunk.

A Genesys BYOC trunk to a customer SBC paired with Teams Direct Routing

Do

Under Admin > Telephony > Trunks, create a BYOC Cloud external trunk with type BYOC PBX or Generic BYOC PBX and TLS transport 59. WarmTransfer's reading of the sources is that the trunk targets the customer SBC rather than Direct Routing 42. Ensure the intermediary SBC trusts the DigiCert Global Root G2 certificate 7.

Verify

Check that the intermediary SBC trusts the DigiCert Global Root G2 certificate 7.

Rollback

Suggested rollback: Delete the external BYOC trunk from telephony administration.

Public phone network crossing with no private trunk interconnect

Do

WarmTransfer's reading of the sources is that existing carrier trunking carries PSTN calls without configuring a private interconnect trunk 38.

Verify

Suggested check: Confirm that outbound public calls route successfully over existing carrier trunks.

Step 4 Pair with Teams Direct Routing

A Genesys BYOC Cloud trunk connected straight to Teams Direct Routing

Do

In the Teams admin center, register the trunk FQDN as a Direct Routing SBC with SIP signaling port 5061 and Enabled set to True 58. Ensure the domain portion of the FQDN is registered in the tenant (not *.onmicrosoft.com), with at least one user in that domain holding an E3 or E5 licence 31.

Verify

Confirm that Get-CsOnlinePSTNGateway lists the gateway with Enabled set to True 28.

Rollback

Disable the gateway using Set-CsOnlinePSTNGateway or remove it using Remove-CsOnlinePSTNGateway 28.

A Genesys BYOC trunk to a customer SBC paired with Teams Direct Routing

Do

Pair the SBC using New-CsOnlinePSTNGateway with Fqdn, SipSignalingPort, and Enabled set to True 28. Ensure the domain is registered in the tenant (not *.onmicrosoft.com) and has a licensed E3 or E5 user 31. Ensure the SBC uses TLS 1.2 and a supported ECDHE-RSA AES cipher suite 33.

Verify

Verify that Get-CsOnlinePSTNGateway displays Enabled True, and confirm that SIP OPTIONS receive 200 OK in both directions 26 28.

Rollback

Remove the SBC using Remove-CsOnlinePSTNGateway or set Enabled to False 28.

Public phone network crossing with no private trunk interconnect

Do

WarmTransfer's reading of the sources is that no gateway pairing is created for this model 38.

Verify

Suggested check: Confirm that public carrier paths remain operable without a gateway configuration.

Step 5 Configure outbound routing in Genesys Cloud

A Genesys BYOC Cloud trunk connected straight to Teams Direct Routing

Do

Under Admin > Telephony > Sites > (site) > Outbound Routes, create an outbound route by selecting a classification covering Teams recipient numbers, assigning the Teams trunk, and enabling State 36. Configuring dial plans and routing in Genesys completes trunk setup 53.

Verify

Verify that the outbound route appears with State enabled and the Teams trunk assigned 36.

Rollback

Suggested rollback: Disable or delete the outbound route under the site settings.

A Genesys BYOC trunk to a customer SBC paired with Teams Direct Routing

Do

Under Admin > Telephony > Sites > (site) > Outbound Routes, create an outbound route matching the target classification, assign the SBC trunk, and enable State 36.

Verify

Confirm that the outbound route is enabled with the SBC trunk selected 36.

Rollback

Suggested rollback: Delete or disable the outbound route under site settings.

Public phone network crossing with no private trunk interconnect

Do

Ensure an outbound route covering the destination phone numbers is associated with active carrier trunks and has State enabled 36.

Verify

Suggested check: Confirm that outbound routing lists the PSTN classification as enabled.

Step 6 Configure outbound routing in Microsoft Teams

A Genesys BYOC Cloud trunk connected straight to Teams Direct Routing

Do

Define a PSTN usage using Set-CsOnlinePstnUsage 29. Create a voice route with New-CsOnlineVoiceRoute, specifying a NumberPattern matching Genesys-hosted numbers and placing the Genesys trunk FQDN in OnlinePstnGatewayList 29. Assign the usage to a custom voice routing policy created with New-CsOnlineVoiceRoutingPolicy and apply it to target users using Grant-CsOnlineVoiceRoutingPolicy 29 30. Avoid modifying the global policy, which applies to all voice users and could reroute Calling Plan or Operator Connect calls into Direct Routing 24. Calling Plan users assigned this policy send matching numbers across the trunk while all other calls continue through Calling Plan 21.

Verify

Verify the assigned policy on a user using Get-CsOnlineUser <user> | select OnlineVoiceRoutingPolicy 29.

Rollback

Suggested rollback: Revert user policy assignments and remove custom voice routes and PSTN usages.

A Genesys BYOC trunk to a customer SBC paired with Teams Direct Routing

Do

Create a PSTN usage, a voice route pointing to the SBC FQDN, and a custom voice routing policy, then grant the policy to selected users 29 30. Avoid using the global voice routing policy to prevent unintentional routing of non-Direct Routing users 24. Note that when an incoming PSTN call is forwarded or transferred and the ingress SBC is a possible egress SBC, Direct Routing tries that SBC first regardless of route priority 25.

Verify

Check the user assignment with Get-CsOnlineUser <user> | select OnlineVoiceRoutingPolicy 29.

Rollback

Suggested rollback: Reassign original user policies and delete the voice routes with PowerShell.

Public phone network crossing with no private trunk interconnect

Do

No custom voice routing policies are configured for the interconnect, as Teams users place outbound calls via standard PSTN connectivity 27.

Verify

Suggested check: Place a test call from Teams to a public number to ensure standard calling operates.

Step 7 Install the integration and grant Entra consent

No presence or directory integration

Do

Skip this step, as SCIM and integration apps are not required for Direct Routing voice connectivity 44.

Verify

Suggested check: Confirm that Direct Routing voice calls function without the integration app installed.

Teams presence and directory visible inside Genesys Cloud

Do

In Genesys Cloud, install the integration under Admin > Integrations > Integrations > Add Integration by selecting Microsoft Teams 1. Assign users the Microsoft Teams User and Employee roles, or equivalent permissions including Integration > microsoftTeams > View and Integration > Unified Communications > View 60. In Microsoft Entra, add the Genesys Cloud for Teams enterprise app via Enterprise apps > New application 47. Have an administrator grant tenant-wide consent 2.

Verify

Verify the installation in Genesys Cloud under Admin > Integrations, and verify in Entra that the enterprise application ID matches 728ece5a-0f26-4c43-9705-cea9debe3fb5 1 48.

Rollback

Suggested rollback: Delete the integration from the administration console and delete the enterprise app in Entra.

Teams presence in Genesys and Genesys presence written into Teams

Do

Add the Microsoft Teams integration under Admin > Integrations > Integrations > Add Integration 1. Assign users the Microsoft Teams User and Employee roles, or equivalent permissions 60. In Microsoft Entra, add the Genesys Cloud for Teams enterprise application and grant tenant-wide consent 2 47.

Verify

Confirm that the integration appears in Genesys Cloud and that the Entra application ID is 728ece5a-0f26-4c43-9705-cea9debe3fb5 1 48.

Rollback

Suggested rollback: Remove the integration from the console and remove the enterprise application in Entra.

Step 8 Provision user identities with SCIM

No presence or directory integration

Do

Skip this step, as SCIM identity provisioning is not required for voice-only Direct Routing 44.

Verify

Suggested check: Verify that direct dialling functions without user synchronization.

Teams presence and directory visible inside Genesys Cloud

Do

Configure provisioning in Microsoft Entra using the Genesys Cloud for Azure application 16. Set the Tenant URL to the region's API URL plus /api/v2/scim/v2 and provide a Genesys OAuth client token as the Secret Token, then run Test Connection 17. Manually add mappings for telephoneNumber to phoneNumbers[type eq "microsoftteams"].value and objectId to externalIds[authority eq 'microsoftteams'].value 43 45 46. Test initially with on-demand provisioning for a few users 15. Note Genesys's warning that phone numbers assigned through Entra SCIM are difficult to remove afterwards 34.

Verify

Check the Entra provisioning logs to confirm that the test users succeeded 15.

Rollback

Suggested rollback: Stop user provisioning in Entra and disable the provisioning job.

Teams presence in Genesys and Genesys presence written into Teams

Do

In Entra, set the Tenant URL to the regional SCIM URL (<region-api-url>/api/v2/scim/v2) and enter the OAuth client token as the Secret Token 17. Add attribute mappings from telephoneNumber to phoneNumbers[type eq "microsoftteams"].value and from objectId to externalIds[authority eq 'microsoftteams'].value 43 45 46. Note that numbers assigned via Entra SCIM are difficult to remove later 34. Run an on-demand provisioning test on select users before enabling full provisioning 15.

Verify

Review the provisioning logs in Entra to ensure test users synchronize without error 15.

Rollback

Suggested rollback: Stop the provisioning service in Entra ID.

Step 9 Configure presence synchronization

No presence or directory integration

Do

Skip this step 44.

Verify

Suggested check: Confirm that presence syncing remains inactive.

Teams presence and directory visible inside Genesys Cloud

Do

Microsoft Teams presence updates are pushed to the corresponding Genesys Cloud user 50. An SBC is not required for the presence portion of the integration 39.

Verify

Check that Microsoft Teams presence updates are pushed to the corresponding Genesys Cloud user 50.

Teams presence in Genesys and Genesys presence written into Teams

Do

Deploy the update-ms-teams-user-presence developer blueprint, which reacts to Genesys Cloud user presence changes and updates Teams presence through the Microsoft Graph presence API 5 19. Configure an Azure application granted Presence.ReadWrite.All permissions 5. Note that Genesys points to developer blueprints rather than a built-in setting for updating Teams presence 19.

Verify

Check that user presence changes in Genesys Cloud update presence in Teams through the Microsoft Graph presence API 5.

Rollback

Suggested rollback: Remove the blueprint automation trigger and revoke the Graph API permissions from the Azure application.

Step 10 Deploy the agent client

Genesys Cloud for Microsoft Teams embedded app inside Teams

Do

Install the AppFoundry app for Microsoft Teams in Genesys Cloud 10. Verify that agents have Microsoft Teams licences and per-user Genesys Cloud licences at Communicate or higher 12. Assign agents the Integration > Microsoft Teams > Agent permission 9. Upload the regional Genesys Cloud app package to Teams as a custom app 13. Direct agents to add the app in Teams, click Authenticate, and sign in with Genesys Cloud credentials 11. If using Genesys Cloud WebRTC phones, ensure the browser pop-up blocker is turned off 14. Ensure agents use the latest Teams desktop client or supported web browser (Chrome, Firefox, or Edge) 10.

Verify

Confirm that an agent can authenticate inside Teams and initialize a WebRTC phone session 11 14.

Rollback

Suggested rollback: Remove the custom application package from the Teams admin center and revoke the embedded agent permission.

Standard Genesys Cloud desktop with Teams as a transfer target

Do

Ensure agents hold the Microsoft Teams User and Employee roles, or equivalent permissions granting Integration > microsoftTeams > View and Integration > Unified Communications > View 60. Note that only one PBX phone integration can be active per user 35.

Verify

Suggested check: Verify that agents can access the standard directory interface in the desktop client.

Step 11 Test agent transfer to Teams

No presence or directory integration

Do

Teams directory search and availability indicators are not available without SCIM 44.

Verify

Suggested check: Transfer a test call to a Teams user and confirm it connects.

Teams presence and directory visible inside Genesys Cloud

Do

From an active call in Genesys Cloud, search the directory for a Teams contact 4. Verify that the user displays a Microsoft Teams badge 49. Check their presence, noting that if the user is also logged in to Genesys Cloud, their Genesys Cloud presence is displayed rather than their Teams presence 18. Select Blind or Consult to execute the transfer 4.

Verify

Confirm that the call transfers successfully to the recipient's Teams client 4.

Teams presence in Genesys and Genesys presence written into Teams

Do

Search the directory for the Teams recipient, verifying that the contact displays the Microsoft Teams badge and shows current status 4 49. Perform a Blind or Consult transfer 4. Observe that when an agent is handling an interaction, the blueprint updates their Teams presence via Graph API 5.

Verify

Confirm that the Teams user receives the transferred call and that the agent's Teams presence updates during the call 4 5.

Applicability

Applies to: Genesys Cloud CX, Genesys Cloud CX developer blueprint, Genesys Cloud CX BYOC Cloud, Genesys Cloud for Microsoft Teams, Microsoft Entra ID provisioning, Microsoft Teams Phone Direct Routing, Microsoft Teams Phone, and Genesys Cloud CX telephony. Deployments: multi-tenant. Sources checked 2026-09-25.

What remains uncertain

How to unassign a Direct Routing phone number from a Microsoft Teams user via PowerShell is not covered by the sources below. Specific SIP profile, codec, and SRTP settings for the intermediary SBC leg between an SBC and Genesys Cloud BYOC are not covered by the sources below. How to configure Architect call flows and map DIDs for calls originating in Teams and terminating into Genesys Cloud is not covered by the sources below. Whether an SBC is mandatory or optional for telephony interconnect is disputed: one document states that an SBC is not required for presence while telephony requires Direct Routing with certified SBCs 8 39, whereas direct BYOC trunking to Direct Routing without a customer SBC is also documented under Limited Access 56.

Sources

1
The integration is added in Genesys Cloud under Admin > Integrations > Integrations > Add Integration by selecting the Microsoft Teams integration and clicking Install.
Configure the Microsoft Teams integration · Add the integration · Checked 2026-09-25
2
An Azure administrator can grant admin consent for the Genesys Cloud for Teams app on behalf of the Entra tenant so that individual users are not prompted.
Configure the Microsoft Teams integration · Azure admin consent · Checked 2026-09-25
3
Configuring the Microsoft Teams integration requires all permissions under Integrations > Integration (included in Master Admin) plus Integrations > Presence > View.
Configure the Microsoft Teams integration · Prerequisites · Checked 2026-09-25
4
From a call in Genesys Cloud, a user can search for a Teams contact and choose Blind or Consult to transfer the call to that contact.
Use Microsoft Teams in Genesys Cloud · Transfer a call · Checked 2026-09-25
5
The update-ms-teams-user-presence blueprint reacts to Genesys Cloud user presence changes and updates Teams presence through the Microsoft Graph presence API, using an Azure app granted Presence.ReadWrite.All.
update-ms-teams-user-presence-blueprint · README · Checked 2026-09-25
6
The Microsoft Teams integration lists Genesys Cloud configured with BYOC capabilities and a Microsoft Entra tenant with administrator permissions to install apps as prerequisites.
Configure the Microsoft Teams integration · Prerequisites · Checked 2026-09-25
7
Microsoft's move to new root CAs affects both Teams Direct Routing and the Genesys Cloud BYOC trunk, and an intermediary SBC must trust the DigiCert Global Root G2 certificate.
Certificate Authority change for Microsoft Teams · Which trunks are affected; What customers must do · Checked 2026-09-25
8
Genesys states that Genesys Cloud requires Microsoft's Connect integration model (certified SBCs and Direct Routing) for Teams, and that presence integration uses the Extend model.
Is there any specific model for integration with Microsoft Teams and Genesys Cloud? · FAQ answer · Checked 2026-09-25
9
Access to the embedded client in Teams is granted by the Integration > Microsoft Teams > Agent permission, and the client checks permissions, not role names, to decide which features a user gets.
Administrator requirements for the Genesys Cloud embedded clients · Microsoft Teams tab, Permissions · Checked 2026-09-25
10
Genesys Cloud for Microsoft Teams, the embedded client, requires the AppFoundry app for Microsoft Teams installed in Genesys Cloud and the latest Teams desktop or web client; the web client must run on current Chrome, Firefox or Edge.
Administrator requirements for the Genesys Cloud embedded clients · Microsoft Teams tab, Requirements · Checked 2026-09-25
11
After upload, the agent opens Apps in Teams, adds the Genesys Cloud app, clicks Authenticate and signs in with Genesys Cloud credentials; the Pop out icon opens the client in its own window.
Add Genesys Cloud for Microsoft Teams app · Add the app steps · Checked 2026-09-25
12
The embedded client requires Microsoft Teams licences and per-user Genesys Cloud licences at Communicate or higher.
Administrator requirements for the Genesys Cloud embedded clients · Microsoft Teams tab, Licensing · Checked 2026-09-25
13
Each Genesys Cloud hosting region has its own Microsoft Teams app package, which is uploaded to Teams as a custom app.
Add Genesys Cloud for Microsoft Teams app · Region table and upload step · Checked 2026-09-25
14
The embedded client supports Genesys Cloud WebRTC phones; using them requires the browser pop-up blocker to be turned off.
Administrator requirements for the Genesys Cloud embedded clients · Microsoft Teams tab, Browser configuration · Checked 2026-09-25
15
Microsoft recommends validating Genesys Cloud provisioning with on-demand provisioning for a few users before starting provisioning, then using the provisioning logs to check which users succeeded or failed.
Configure Genesys Cloud for Azure for automatic user provisioning with Microsoft Entra ID · Step 5 items 15-16; Step 6 · Checked 2026-09-25
16
The Genesys Cloud for Azure gallery app's supported target attributes include phoneNumbers[type eq "microsoftteams"].value and the Genesys extension externalIds[authority eq 'microsoftteams'].value.
Configure Genesys Cloud for Azure for automatic user provisioning with Microsoft Entra ID · Step 5, item 11 attribute table; Change log 05/18/2021 · Checked 2026-09-25
17
Entra provisioning to Genesys Cloud uses a Tenant URL of the region's API URL plus /api/v2/scim/v2 and a Genesys OAuth client token as the Secret Token, then Test Connection.
Configure Genesys Cloud for Azure for automatic user provisioning with Microsoft Entra ID · Step 5, item 6 · Checked 2026-09-25
18
When a Genesys Cloud user is logged in to Genesys Cloud, their Genesys Cloud presence is displayed rather than their Teams presence.
Can I sync the presence between Microsoft Teams and Genesys Cloud? · FAQ answer · Checked 2026-09-25
19
Genesys points to developer blueprints, not a built-in setting, for updating Teams presence from Genesys Cloud presence changes or from inbound interactions.
Can I sync the presence between Microsoft Teams and Genesys Cloud? · FAQ answer, blueprint links · Checked 2026-09-25
20
The Genesys Cloud Microsoft Teams integration requires a Microsoft Teams integration licence purchased through Genesys Cloud sales.
Configure the Microsoft Teams integration · Prerequisites · Checked 2026-09-25
21
For a Calling Plan user who also has an online voice routing policy, dialled numbers that match a policy pattern go through the Direct Routing trunk, and all other numbers go through the Calling Plan.
Configure call routing for Direct Routing · Voice routing policy considerations · Checked 2026-09-25
22
Microsoft defines the Connect contact center integration model as using Microsoft-certified SBCs and Direct Routing to connect a contact center solution to Teams Phone infrastructure, with transfers and group calls to Teams among its focus areas.
Teams Contact Center - Microsoft Teams · Connect integration model tab · Checked 2026-09-25
23
A Direct Routing number is assigned to a Teams user with Set-CsPhoneNumberAssignment -PhoneNumber <number> -PhoneNumberType DirectRouting, which also enables Enterprise Voice.
Enable users for Direct Routing · Configure the phone number and enable enterprise voice > Use PowerShell · Checked 2026-09-25
24
Microsoft cautions that configuring the global online voice routing policy applies it to all voice-enabled users, which can send Calling Plan and Operator Connect users' PSTN calls to a Direct Routing trunk unintentionally.
Configure call routing for Direct Routing · Voice routing policy considerations, Caution 1 · Checked 2026-09-25
25
When an incoming PSTN call is forwarded or transferred and the SBC it arrived on is also a possible egress SBC, Direct Routing ignores that SBC's priority and tries it first.
Configure call routing for Direct Routing · Example 1, Note after routing table · Checked 2026-09-25
26
Microsoft validates SBC pairing by confirming that SIP OPTIONS in both directions between the SBC and Direct Routing receive 200 OK.
Connect your Session Border Controller (SBC) to Direct Routing · Validate SIP options · Checked 2026-09-25
27
Teams Phone offers four PSTN connectivity options (Calling Plan, Operator Connect, Teams Phone Mobile, Direct Routing), which can be combined in one tenant; a user needs a Teams Phone licence plus a PSTN solution to make and receive PSTN calls.
PSTN connectivity options · PSTN connectivity options; Use more than one PSTN connectivity type; What is the PSTN? · Checked 2026-09-25
28
An SBC is paired with New-CsOnlinePSTNGateway (Fqdn, SipSignalingPort, Enabled), and Get-CsOnlinePSTNGateway should then list it with Enabled True; the module also provides Set-CsOnlinePSTNGateway and Remove-CsOnlinePSTNGateway, and setting Enabled to False temporarily removes an SBC from service.
Connect your Session Border Controller (SBC) to Direct Routing · Connect the SBC to the tenant; Verify the SBC connection · Checked 2026-09-25
29
Routing is built with Set-CsOnlinePstnUsage, New-CsOnlineVoiceRoute (NumberPattern, OnlinePstnGatewayList, OnlinePstnUsages) and New-CsOnlineVoiceRoutingPolicy, assigned with Grant-CsOnlineVoiceRoutingPolicy, and checked with Get-CsOnlineUser ... | select OnlineVoiceRoutingPolicy.
Configure call routing for Direct Routing · Example 1: Configuration steps > Using PowerShell · Checked 2026-09-25
30
Direct Routing call routing is built from voice routing policies that contain PSTN usages, which contain voice routes pairing a number pattern with online PSTN gateways.
Configure call routing for Direct Routing · Call routing overview · Checked 2026-09-25
31
A Direct Routing SBC FQDN must be in a domain registered in the tenant (not *.onmicrosoft.com), and the tenant needs a user in that domain with an E3 or E5 licence.
Connect your Session Border Controller (SBC) to Direct Routing · Use PowerShell > Connect the SBC to the tenant > Considerations · Checked 2026-09-25
32
Direct Routing requires users to be in Teams Only mode for incoming calls to land in the Teams client.
Enable users for Direct Routing · Assign Teams Only mode to users · Checked 2026-09-25
33
Direct Routing enforces TLS 1.2 on its SIP interface and accepts only a listed set of ECDHE-RSA AES cipher suites.
Connect your Session Border Controller (SBC) to Direct Routing · Connect the SBC to the tenant > Considerations · Checked 2026-09-25
34
Genesys warns that a phone number assigned through Entra SCIM is difficult to remove afterwards because of how Microsoft Entra implements SCIM.
Configure the Microsoft Teams integration · Warning in SCIM section · Checked 2026-09-25
35
Only one PBX phone integration can be enabled per user in a Genesys Cloud organization.
About the Microsoft Teams integration · Requirements / limitations note · Checked 2026-09-25
36
A Genesys Cloud outbound route is created under Admin > Telephony > Sites > (site) > Outbound Routes > New Outbound Route by selecting a classification and external trunks, choosing Sequential or Random distribution and enabling State.
Create an outbound route · Steps · Checked 2026-09-25
37
Before using the Microsoft Teams integration, the Genesys Cloud setting Calls > Phone Settings > Placing calls with another app? must be switched on.
Allow apps to place calls · Steps 1-3 · Checked 2026-09-25
38
Without a private BYOC or Direct Routing interconnect, a Genesys-to-Teams transfer is an ordinary PSTN call to the Teams user's public number, so it only works for Teams users who have a Teams Phone licence and PSTN connectivity.inferred
PSTN connectivity options · What is the PSTN? (combined with ms-learn-teams-contact-center Connect tab Note) · Checked 2026-09-25
39
The Genesys Cloud documentation states that an SBC is not required for the presence part of the Microsoft Teams integration.
Configure the Microsoft Teams integration · Prerequisites, SIP trunk bullet · Checked 2026-09-25
40
A Genesys FAQ states that an SBC is not required between Genesys Cloud BYOC and Microsoft Teams: you can include one or connect directly to Teams.disputed
Is Session Border Controller (SBC) required between Genesys Cloud BYOC and Microsoft Teams? · FAQ answer · Checked 2026-09-25
41
The Configure the Microsoft Teams integration article lists a SIP trunk to Teams Direct Routing via an SBC as required for the telephony part of the integration.disputed
Configure the Microsoft Teams integration · Prerequisites, SIP trunk bullet · Checked 2026-09-25
42
When a customer SBC sits between Genesys Cloud and Teams, the Genesys BYOC PBX trunk targets that SBC and the SBC, not the Genesys trunk FQDN, is what gets paired with Direct Routing.inferred
Configure the Microsoft Teams integration · Prerequisites, SIP trunk bullet (combined with ms-learn-dr-connect-sbc) · Checked 2026-09-25
43
Genesys instructs administrators to manually add the Microsoft Teams-specific SCIM attributes for all new installs.
Configure the Microsoft Teams integration · Prerequisites, SCIM field mappings · Checked 2026-09-25
44
SCIM is not required for Teams Direct Routing voice between Teams and Genesys Cloud, but is needed to see Teams users and their availability in Genesys for transfers and directory search.
Is SCIM required for Microsoft Teams Direct Routing? · FAQ answer · Checked 2026-09-25
45
For the Teams integration, the Entra ID objectId is mapped to the Genesys SCIM externalIds attribute with authority microsoftteams.
Configure the Microsoft Teams integration · Prerequisites, SCIM field mappings · Checked 2026-09-25
46
For the Teams integration, the Entra ID telephoneNumber attribute is mapped to the Genesys SCIM attribute phoneNumbers[type eq "microsoftteams"].value.
Configure the Microsoft Teams integration · Prerequisites, SCIM field mappings · Checked 2026-09-25
47
The Genesys Cloud for Teams enterprise app can be added from the Microsoft Entra admin center by a Cloud Application Administrator via Enterprise apps > New application, or by signing in to Microsoft Teams from the Genesys Cloud Apps menu.
Configure the Microsoft Teams integration · Enable the Genesys Cloud for Teams app · Checked 2026-09-25
48
Genesys gives 728ece5a-0f26-4c43-9705-cea9debe3fb5 as the application ID to check when verifying that the Genesys Cloud for Teams app is installed in Entra.
Configure the Microsoft Teams integration · Enable the Genesys Cloud for Teams app, Genesys Cloud authentication option · Checked 2026-09-25
49
Genesys Cloud users can search the directory for Teams users, who show a Microsoft Teams badge in the results.
Use Microsoft Teams in Genesys Cloud · Search for Microsoft Teams users · Checked 2026-09-25
50
Microsoft Teams presence updates are pushed to the corresponding Genesys Cloud user.
Can I sync the presence between Microsoft Teams and Genesys Cloud? · FAQ answer · Checked 2026-09-25
51
Under the Connect model the contact center agent does not need a Teams Phone System licence, but the Teams user who receives an agent's transfer needs a Phone System licence and a phone number.
Teams Contact Center - Microsoft Teams · Connect integration model tab, Note · Checked 2026-09-25
52
The trunk's configuration enables the high capacity outbound platform checkbox and restricts SIP Access Control to Microsoft-provided IP ranges entered as /16 or smaller subnets.
Configure a trunk for Microsoft Teams integration · Genesys Cloud trunk configuration, Outbound IPs and SIP Access Control steps · Checked 2026-09-25
53
Genesys says the Teams trunk setup is completed by configuring dial plans and routing in Genesys Cloud and voice routes in Microsoft Teams.
Configure a trunk for Microsoft Teams integration · Final configuration · Checked 2026-09-25
54
The FQDN shown in the trunk's Inbound Request-URI reference panel is added as a domain in the Microsoft 365 admin center, and the TXT verification value is published from the trunk's Integrations > Microsoft Domain Verification > Publish TXT Record.
Configure a trunk for Microsoft Teams integration · Microsoft 365 admin center; Genesys Cloud trunk configuration (TXT record) · Checked 2026-09-25
55
On the Teams trunk's Identity settings, Address Omit + Prefix is set to Disabled for both the Calling and Called parameters.
Configure a trunk for Microsoft Teams integration · Genesys Cloud trunk configuration, Identity step · Checked 2026-09-25
56
The Genesys article on configuring a trunk for Teams lists participation in the Dynamic Cloud Voice Platform Limited Access release, plus the Telephony > Plugin > All and Telephony > Trunk > Publish External TXT Record by Trunk permissions, as prerequisites.
Configure a trunk for Microsoft Teams integration · Prerequisites · Checked 2026-09-25
57
The trunk's outbound SIP servers are Microsoft's Direct Routing signaling names such as sip.pstnhub.microsoft.com, sip2.pstnhub.microsoft.com and sip3.pstnhub.microsoft.com.
Configure a trunk for Microsoft Teams integration · Genesys Cloud trunk configuration, Outbound SIP servers step · Checked 2026-09-25
58
In the Teams admin center the same FQDN is registered as a Direct Routing SBC with SIP signaling port 5061 and Enabled set to True.
Configure a trunk for Microsoft Teams integration · Microsoft Teams admin center · Checked 2026-09-25
59
The direct Teams trunk is a BYOC Cloud external trunk created under Admin > Telephony > Trunks with type BYOC PBX or Generic BYOC PBX and TLS transport.
Configure a trunk for Microsoft Teams integration · Genesys Cloud trunk configuration, steps 1-3 · Checked 2026-09-25
60
Genesys users need the Microsoft Teams User and Employee roles, or any role with Integration > microsoftTeams > View and Integration > Unified Communications > View, to use the integration.
Configure the Microsoft Teams integration · Assign roles · Checked 2026-09-25

Documents

tier 2 current vendor documentation

Cite this page

APA

WarmTransfer. (2026, September 25). Microsoft Teams with Genesys Cloud CX. WarmTransfer. https://warmtransfer.net/guides/teams-with-genesys-cloud

BibTeX

@misc{warmtransfer-teams-with-genesys-cloud,
  title  = {Microsoft Teams with Genesys Cloud CX},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/teams-with-genesys-cloud},
  note   = {Verified 2026-09-25}
}