Genesys Cloud for Microsoft Teams content list

Genesys Cloud for Microsoft Teams provides embedded voice, chat, SMS, and CRM capabilities integrated directly within the Microsoft Teams environment, enabling agents to manage comprehensive communications without context switching. The platform delivers click-to-dial functionality, queue participation, and full call controls including hold and transfer operations, while supporting multiple interaction types such as calls, callbacks, chats, emails, messages, and voicemails through a unified interface. The integration consolidates contact center capabilities into the familiar Teams collaboration platform, streamlining communication workflows and enhancing agent productivity. Key agent features include access to an embedded client interface with dedicated menus for interactions, performance metrics, inbox management, scheduling, and queue activation. The platform supports advanced communication channels encompassing WebRTC phone functionality with comprehensive call controls, transfers, and conference capabilities, alongside callbacks, outbound dialing campaigns, emails, SMS messages, and voicemails. Additional functionality includes click-to-dial CRM integration, call forwarding configuration, persistent connections, status management with timers, call history access, evaluation records, schedule notifications, and shift trade request capabilities. The solution supports on-behalf-of-queue configuration for calls and messages, caller ID customization, and migration pathways from legacy chat systems to Genesys Cloud web messaging. Configuration options extend to WebRTC phone settings, advanced microphone options, notification preferences, and queue participation management, with specified browser requirements and language support for client access. The documentation encompasses three primary organizational sections: general information and architecture, administrator setup requirements and billing considerations, and agent-focused features and capabilities, providing comprehensive guidance for implementation and operational use.