Voice LabTeams Phone

14 · Coexistence and CCaaS

Genesys and Amazon Connect

Both appear in real estates. Neither is ‘a Microsoft feature’ you can assume.

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Learn it in 5 minutes

Genesys sells Teams integrations. Ask which certification model they currently hold, because Connect, Extend, and Unify change the media path. A statement of work that says ‘certified’ and does not name the model is incomplete.

Amazon Connect is often bridged with SIP through an SBC or a voice connector. Design the path and the Call-ID you will store. If both platforms record, you still need one identifier that joins them. Confirm the current vendor document before you promise whisper, barge, or a particular recording mode.

Name the Genesys certification model. Draw the Amazon Connect SIP path. Keep a join key.

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Visual

Media bypass beside the signaling pathTeams clientMedia processorCertified SBCMedia bypass candidate, same site. Signaling still visits Teams.Signaling does not bypass
Two paths for Genesys and Amazon Connect. RTP may skip the processor. SIP does not.
What to demandModel name · RequiredDiagram · RequiredJoin key · Required
Before the design is accepted. Counts in this drawing are teaching order, not customers.

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Worked example

I ask Genesys which model, and I draw the SIP path for Amazon Connect. I store a Call-ID either way.

  1. Vendor Named model or SIP bridge
  2. Media Drawn
  3. Call-ID Stored
  4. Recording One place you can find

If it fails: Both platforms record and neither capture has the Call-ID.

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Quiz

A colleague reports: Two dial plans both own the same range. Where do you start?

Which description of UCCE coexistence is accurate?

A colleague reports: Agents move first and the IVR script can no longer see them. Where do you start?

Flashcards

Ecosystem

Glossary

  • Connect model A certified contact center attaches to Teams through certified SBCs and Direct Routing. Config: Confirm the vendor’s current certification, then design the SBC and the transfer target’s license. Fault: Transfers to experts fail because the expert has no Teams Phone number.
  • Extend model The contact center uses the Teams client, Graph, and Cloud Communications APIs. Teams Phone is the calling system and the agent works in Teams. Config: Read the Extend section of the contact-center article before you license agents. Fault: The design buys a Connect SBC for an Extend product.
  • Unify model The model Microsoft Learn names, as of 14 October 2026, for a native experience. Partner material describes it as ACS-based applications on Teams calling infrastructure. Older decks say Power. Ask which current model a vendor holds. Config: Get the vendor’s certification letter and match it to Connect, Extend, or Unify. Fault: A proposal says Power and nobody can find the media path.
  • Teams Phone extensibility A way for a contact center, including Dynamics 365 Contact Center, to use a customer’s existing Teams Phone for the agent’s telephony. Config: Use a solution that has finished the certification if you want the supported experience. The API existing is not the same as a finished certification. Fault: Two phone systems ring the same person.

Sister technologies

Around the call: compliance recording, workforce management, emergency location, analytics, CRM screen pop, and an agent with a human escape. Each one has its own failure.

Config and troubleshooting

Both platforms record and neither capture has the Call-ID.

Cross-platform bridges

CUCM

Cisco CUBE is one of the SBC families named in this lab’s certification lesson. A certified release can be the Direct Routing SBC between Unified CM and Teams.

The tenant still needs a verified domain on the SBC FQDN, and the user still needs Teams Phone. The studio translator does not open a live AXL session. Confirm the current certified release before you build.

Webex

Teams Phone and Webex Calling are separate clouds. This lab does not describe a feature that registers a Webex Calling user into a Teams tenant.

A number move is usually a carrier port, a certified SBC, or a meetings interop product. Confirm before relying.

UCCE

Unified CCE stays the ACD until you migrate it. Microsoft’s contact-center articles name Connect, Extend, and Unify. They do not name a UCCE connector in the notes this lab cites.

Voice into Teams is still Direct Routing or Operator Connect. The routing script stays on the contact-center product you bought. Confirm the vendor’s current model. Source: https://learn.microsoft.com/en-us/microsoftteams/teams-contact-center.

Future hooks

Copilot Studio, Azure Communication Services, and Graph are later tracks in this lab. Treat any uncited limit as confirm before relying.

BridgesEcosystem

Sources and go deeper

Opened 2026-10. A row marked confirm did not open. Wikipedia is background. The Teams blog row is the community index.

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