Release notes for Genesys Cloud for Microsoft Teams

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Genesys Cloud for Microsoft Teams integrates comprehensive contact center functionality directly within the Teams interface, enabling organizations to manage voice and digital communications through embedded client controls and browser extensions. The platform supports global deployment across multiple regions including Asia Pacific (Singapore, Osaka), Americas (Mexico, São Paulo), Middle East (UAE), and Europe (Zurich). Core agent-side capabilities include call controls, agent status management, click-to-dial functionality, after-call work processing, DTMF keyboard input support, WebRTC diagnostics for phone settings validation, headset integration with call control buttons, and auto-answer functionality for digital interactions. Agents can customize ringtones and benefit from server-side persistent settings that maintain configurations across browser sessions and sign-outs. Recent enhancements include snippet recording functionality for ACD calls, allowing agents to manually capture specific call portions for compliance purposes with separate administrative configuration and access controls distinct from policy-based recordings. Administrative controls provide extensive configuration options including callback management with extended ownership duration (increased from 7 to 30 days for Customer First Callbacks), queue selection specification, auto-dial with auto-disconnect capabilities, and station management through role-based permissions. Administrators can enable auto-answer for digital interactions, configure WebRTC diagnostic tools, and implement group context identification through Group Name attribute display for incoming voice interactions routed through group ring. Recent security and operational enhancements include support for Proof Key for Code Exchange (PKCE) grant type authorization for enhanced OAuth 2 security, agent ownership support for Customer First Callbacks to reserve the original agent before dialing, and automated dialing with call analysis and retry logic to maintain relationship continuity. Since its initial release in July 2022, Genesys Cloud has progressively expanded regional availability and refined embedded client functionality. Additional resources include configuration guidance for Microsoft Teams trunk integration, release notes, troubleshooting documentation, and community support options for users requiring further assistance.

This article describes all Genesys Cloud for Microsoft Team releases. For more information, see About Genesys Cloud for Microsoft Teams.

April 13, 2026

Support for Proof Key for Code Exchange (PKCE) grant type authorization
Genesys Cloud embedded clients now support the Proof Key for Code Exchange (PKCE) grant type for OAuth 2 authorization. PKCE enhances security for public clients by reducing the risk of intercepted authorization codes during the authentication process. Developers can configure their OAuth clients to use PKCE by including the required parameters in the authorization request. This update allows agents to log in to embedded clients using PKCE, providing a more secure alternative to the Implicit Grant flow: Create an OAuth client.
Support for Group Name attribute for group ring calls
Administrators can now configure the Embedded Framework to display the Group Name attribute for incoming voice interactions routed through group ring. This enhancement enables agents and supervisors to immediately identify the group context of an incoming call. The Group Name attribute is available only for voice interactions associated with group ring and appears as part of the incoming interaction details: Interactions in the client menu and Condensed conversation information.
Agent ownership support for customer first callbacks
Administrators can now enable agent ownership for Customer First Callbacks (CFC), allowing the system to reserve the original agent before dialing the callback. This enhancement helps maintain relationship continuity by ensuring follow-up callbacks are handled by the same agent and supports automated dialing, call analysis, and retry logic for agent-owned callbacks. In addition, the maximum duration an agent can own a scheduled callback has increased from 7 days to 30 days. These capabilities align Customer First Callbacks with existing Agent First Callback features and help improve agent productivity and sales conversion: Schedule a callback.

March 30, 2026

Snippet recording for ACD calls
Agents can now manually capture a specific portion of an ACD call at any time during their interaction with a customer for compliance or exceptional circumstances. Snippet recordings are a separate category of recordings from policy-based recordings, with distinct administrative configuration and permissions for lifecycle and access control: Record snippets in ACD calls.

November 17, 2025

Asia Pacific (Singapore) and Americas (Mexico) regions
Administrators can now select Singapore or Mexico as their Genesys Cloud environment: Add Genesys Cloud for Microsoft Teams app.

March 31, 2025

Prevent agents from staying on queue without a selected station
Administrators can now remove the Telephony > Station > Disassociate Self permission from an agent’s role to ensure that agents cannot go on queue unless they select a station. If an agent deselects their station while on queue, they will automatically be removed from the queue: Log out of phone in embedded clients, Select a phone, and Change your status.

November 11 2024

Keyboard support for DTMF input in the embedded client
Agents can now use their keyboard to enter DTMF (Dual-Tone Multi-Frequency) codes during voice calls in embedded clients. By allowing keyboard control for DTMF input, agents no longer must rely on mouse clicks to access the DTMF dialpad, which helps to improve speed and efficiency during interactions and streamline call handling: Call controls.

September 23 2024

Persistent agent settings on the server side
Agent settings within the embedded client are saved on the server side, ensuring that these settings stay intact even after browser resets, cache clearing, or agent sign-outs: Do agent settings in the embedded clients remain after the browser cache is cleared?.

April 22, 2024

Headset call control buttons
Agents can now use call control buttons on their headsets, including pick up, mute, and volume control, when they use the embedded clients: Configure headsets for embedded clients.

March 18, 2024

Run the WebRTC diagnostic app
Agents can now run the WebRTC diagnostic app from the client to test their WebRTC phone settings: Test your WebRTC phone settings and Change your WebRTC phone settings.

February 28, 2024

Specify queue in scheduled callbacks
Administrators can now enable the org-wide setting to allow scheduled callback queue selection, which will allow agents to specify a queue when they schedule a callback: Schedule a callback and Enable agents to specify queue for scheduled callbacks.

January 31, 2024

Asia Pacific (Osaka), Middle East (UAE), and EU (Zurich) regions
Administrators can now select Osaka, UAE, or Zurich as their Genesys Cloud environment: Add Genesys Cloud for Microsoft Teams app.

December 6, 2023

Callback auto dial and auto disconnect
Administrators can now configure the queue to start and end callbacks automatically: Respond to callback interactions.

October 4, 2023

Ringtone selection for call alerts
Agents can now select ringtones for their call alerts: Configure notifications.

June 21, 2023

Auto answer enabled digital interactions
Administrators can enable auto answer for digital interactions that include messages and emails: Work with auto answer enabled digital interactions.

August 10, 2022

Americas (Sao Paulo) region
Administrators can now select Sao Paulo as their Genesys Cloud environment: Change the region of your Genesys Cloud organization.

July 27, 2022

Initial release of Genesys Cloud for Microsoft Teams. Includes support for call controls, agent statuses, call attributes, click-to-dial, and after-call work of wrap-up categories.

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Release notes for Genesys Cloud for Microsoft Teams View summary