We currently have a customer who is using the SalesForce Lightning plugin to leverage GCloud for calls. They want to be able to use the calling features to call Teams users the same way we can already in GCloud. So basically do a lookup of the user, see their status and then either call or transfer the call.
I am not nearly clever enough to figure out where the problem lies exactly, and Genesys Support just says they can't help since it is basically bridging two Integrations, which I totally understand. BUT who is responsible for creating and maintaining the lightning plugin for SalesForce? Do you know? AND is the only option here to create a ticket with SF?
This actually is expected behavior because of the way the two integrations operate currently. The Teams status is not actually synced with the Genesys Cloud platform, but rather is displayed in its own UI and fetched directly from the Teams platform. The Salesforce integration is only looking at the Genesys Cloud platform, and finds the user (because the Teams integration creates a GC user as part of its initialization), but because the user is not logged in to Genesys Cloud their status will show as "offline".
"bridging" those two integrations would require one of two possible approaches: syncing status from an external platform into Genesys cloud or displaying the Teams integration UI within Salesforce. Either of these would be net new functionality, and really should start by voting on them as an Idea in the Ideas portal.