MS Teams Telephony Integration

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8

Hi Tony - we are targeting an end of Q2 deliver for this feature.

9

Thanks for the update!

10

The integration uses a standard external trunk. The ANI should not be decided by the integration rather by the trunk settings. If you want to use user ANIs on dialed called, you can follow the resource center article: https://help.mypurecloud.com/articles/external-trunk-settings/

In the section "Calling" look at the "Address Override Method". If you set it to "Unassigned DID" and a user makes a call who has a primary number assigned on their profile, that number will be used as the ANI. The trunk number will only be used for users that do not have a number assigned in their profile.

Please let me know if this corrects your issue.

11

Thanks Phil but these are Teams users not PureCloud users. The trunk is setup for BYOC PBX Passthrough.

12

If I understand your setup, you are dialing from Teams into Genesys Cloud in order to reach the PSTN recipient using a PureCloud Voice trunk with PBX Passthrough. In my tests the PSTN recipient received the call with the Teams ANI. On both your Teams trunk and your PSTN trunk you want to make the aforementioned "Address Override Method" is set on both trunks.

Additionally, there are some Caller-ID settings in Teams. That can be managed from the Teams Admin Center, under Voice and Caller-ID Policies.

When you are receiving the call, what ANI do you see? Is it a number you configured in PureCloud or Teams?

13

Close but the scenario is this.
Teams only has PureCloud Voice as it's Carrier

  1. From my Teams Phone I dial My Cell Phone
  2. When the call rings my cell phone the ANI I see is the number that is assigned on the Teams BYOC trunk in PureCloud.

Thanks

AG

14

When you are in Teams, in the Calls tab your number should appear above the dial pad. What number is shown there? Also, if you use the PowerShell command to pull your user, which numbers are shown in the OnPremLineURI and LineURI fields?

Get-CsOnlineUser -Identity "<Display Name>" | ft Name, DisplayName
Get-CsOnlineUser -Identity "<your user's 'Name' from above>" | ft OnPremLineURI, LineURI

I tested by clearing out those values on my user and i did observe the call defaulted to the line ANI, similar to what you are reporting.

15

THis is what we have when we run those tests.
[1:44 PM] Konstantin Albantov

From: "Konstantin Test" sip:+17084096818;ext=6818@sip.pstnhub.microsoft.com:5061;user=phone;tag=1c241170100

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PS C:\WINDOWS\system32> Get-CsOnlineUser "Konstantin Test" | ft OnPremLineUri, LineUri

OnPremLineURI LineURI

tel:+17084096818;ext=6818 tel:+17084096818;ext=6818

17

Hi everyone,
Really interesting.
Here my situation :

  • Purecloud BYOC Premise (Edge on Site)
  • MS Teams Office 365. (everything on Cloud)

I would like to know

  • if we can make and bring calls on Teams from purecloud Communicate ?
  • How to connect Edge to Teams ? External Trunk ?
  • Which MS Teams Licence needed ?
  • Does we can connect Teams as SIP Phone ?
  • Who to contact on Genesys Side to manage an architecture around that ?

Thank you for your help

18

Anthony, send me an email at phil.whitener@genesys.com and we can connect and discuss in more detail. I would like to see the call traces for both legs of the calls, but cannot find them without your assistance.
Phil

19

Hi Matt - can you please review the content in my blog post above? Specific to some of your questions, you cannot currently connect a Genesys Cloud edge (Cloud or Premises) directly to Teams as Teams requires a certified SBC connection (link to list of certified SBCs for Teams is included above).

Once you have an intermediary SBC available, we have documented example set up instructions available here: https://community.genesys.com/viewdocument/purecloud-byoc-with-microsoft-teams

For the Teams license, you really should discuss with Microsoft as Teams is their product and we aren't experts at Microsoft licensing. There are many options and the choosing the correct license will depend on what you need from Office 365.

For Architecture help, that is also highly variable and depends on many factors. From Genesys Cloud's perspective, the SIP connection to the intermediary SBC uses the standard BYOC offering and doesn't appear any different from other BYOC connections so we can't offer Teams-specific support for connecting GC to Teams other than the example I provided above. In most cases we recommend customers work with Genesys Partners who are also resellers of Microsoft's products as these partner organizations have the expertise to help configure both Microsoft and Genesys products in complex ways for their clients. Do you have a partner you are working with already?

Thanks!

20

Thank you for Details dans configuration file.

But what i do not see on your architecture is 'where is the SBC' on cloud or on Premises ?
Does this architecture can works with a premise Edge and SBC on our network ?

Thank you

21

Hi @tbuck
We're preparing to work on this integration, and wondering about the pstn gw part of the reference document.... Is there a need to set up a dedicated pstn gw for this integration? Or can we use the existing one and just update the routes in the SBC to facilitate the traffic transport to/from Genesys?
Thanks
Dean.

22

@tbuck,

Any update regarding the subsequent post?

23

Hi Dean - I am not sure as I dont know how you are set up today. You can likely reuse the existing SBC configuration so long as you make sure the dial plan (GC side) and number plan (Teams side) are configured to send calls through the correct trunks.

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I am getting close to being ready. We are working on formal documentation and after that is complete I'll do a write up here with more details.

1 Like
25

Sorry Matt, realizing I did not respond previously! The SBC can be wherever you want (cloud or premises) so long as you are using the correct connection method to GC (BYOC-Cloud or BYOC-Premises) and a Microsoft-certified SBC connected to Teams via Direct Routing. Its possible to set up the SIP connections with an on-premise SBC.

26

Trey, you had mentioned in this discussion that Genesys was working on getting the Edge appliance certified for MS Teams Integration. I believe you said Edges would be certified for the Teams Direct Routing. Any progress on that?
I'm looking at the AudioCodes Live Essentials service for Direct Routing on Teams to connect our Genesys Cloud Voice ORG to our Teams users to get them PSTN access.
Wondering if the Edge's are certified if we can just do the Direct Routing config straight to the Edge, maybe via a BYOC trunk.
Look forward to hearing from you.

27

Hi Greg - we're in early discussions w/ MSFT about getting our AWS-based edges certified for use with Teams' Direct Routing. We have proposed some options to MSFT but not have much headway on selecting a solution yet, and unfortunately I dont have a sense of timeline (assuming it is feasible). My recommendation would be to stick with your current external solution for Direct Routing connectivity for the time being until we know more.