Hi everyone,
We came across an issue where while testing the SCIM integration with a Customer and mapping the MS Teams number to the "Other phone" field, that (as the Resource article suggests) it is difficult to remove.
After initial addition and testing, we found that Genesys was calling the users (Contact Centre agents) MS Teams number instead of the user in logged into GC. The customer didn't want this, so we needed to "remove" the "Other phone" mapping, but due to the limitations of SCIM, that wasn't an easy thing to do.
I was able to work out a way (perhaps its more recent that it worked, who knows) to have the "Other phone" field (which is non-editable in Genesys Cloud) remove the phone number from a user that isn't supposed to have that phone field mapped.
This is a change required on the Azure/Entra side, not a GC change.
NOTE: Please be careful how you make these changes as I will not be held responsible for any loss of data or users. This is just informational and would require you to review it and work out if it's a change you wish to try/test. We know it worked for this Customer, but they are new and have yet to go live.
Link to MS Teams integration field mapping on the Resource Center link
In Azure/Entra SCIM configuration, create a new attribute mapping that matches the mapping
phoneNumbers[type eq "microsoftteams"].primary (we changed .value to .primary to force SCIM to make that field the primary phone field)
Set this to a constant value of true
The trick here though, is that you can't have this mapping as part of the attributes
phoneNumbers[type eq "microsoftteams"].value
If you do, SCIM will set the phone number and also mark it as the "Primary phone".
The Customer has two SCIM configurations, one for GC users without the MS teams field and one with the Back office users WITH the MS Teams field mapped. The change was made on the GC users SCIM configuration.
I believe because the SCIM tries to set the attribute as primary, it first has to configure the "Other phone" field, which Genesys automatically maps the MS Teams number to the "Other Phone" field. But because the SCIM configuration doesn't have that number, it eventually removes any number in Genesys Cloud against that user. That's how we've seen it happen anyway.
If you are to test it, test it on 1 user (force a manual sync on a single user) and check the Provisioning Logs to see that the user was sync'd. Perhaps do this just after an automated sync cycle so you have more time. Then remove the mapping so that the automated sync every 40 minutes doesn't attempt to make the change to ALL users (in case it doesn't work).
Good luck.
Minh