Hey! Junior Teams integrator here, total stackoverflow style help needed! We’ve set up ‘Direct Routing’ between Genesys Cloud and Microsoft Teams. Our agents can successfully consult with our back-office staff on Teams. However, when I pull the ‘Consultation’ reports in Genesys, the time spent talking to the Teams user is being marked as a ‘Disconnected’ or ‘System’ segment instead of ‘Consult’ or ‘Talk’ time. It’s making our internal collaboration metrics look like a disaster! Is there a specific ‘SIP Header’ or ‘Correlation ID’ I need to pass between Teams and Genesys to make the platform recognize the consultation as an active part of the interaction?
Good afternoon. I’m a Java developer and I’ve dealt with these cross-platform correlation issues in our Kafka pipeline. The problem is that Teams ‘Direct Routing’ is essentially a ‘Blind Transfer’ followed by a new SIP session from the Genesys perspective. The platform doesn’t inherently know that the new outbound call to Teams is ‘Related’ to the original inbound customer call. To fix this for your analytics, you must use the ‘External Tag’ feature in Architect. When the agent initiates the consult, your script should tag both the customer interaction and the new Teams call with the same Consult-Correlation-ID. This allows the analytics engine to ‘Stitch’ the segments together in your reports!
Hello! I am leading the CX transformation for our PureConnect migration and we had this exact same gap in our ‘Direct Routing’ pilot! In PureConnect, the ‘Consult’ button was a unified native action. In Genesys Cloud, it’s two separate media legs. To get accurate consultation reporting, you must ensure that your agents are using the ‘Consult’ button in the Genesys UI, rather than manually dialing the Teams number. If they manually dial, the platform has no way to link the two sessions. I’ve provided a detailed ‘Consult Workflow’ guide for our agents below to ensure we capture every second of our internal collaboration time!
Greetings from Australia! We are very excited about the Teams-Genesys integration in the APAC region! One technical detail for your Teams setup: ensure that ‘Refer’ support is enabled on your SBC. If the SBC is performing a ‘Local Re-Invite’ for the consultation media, Genesys will see the customer leg as ‘On Hold’ and the Teams leg as a ‘New Call’. If ‘Refer’ is enabled, Genesys maintains control of the media bridge and can correctly flag the Teams leg as a consult segment in the conversation detail record. It is a brilliant way to ensure your analytics are accurate without needing custom correlation scripts!