FAQs: Phones

No. Genesys Cloud does not support faxing to a group.

No. If you use BYOC Cloud or Genesys Cloud Voice, when you create phones, do not select the PureCloud Voice – AWS site. This site is a managed site created by Genesys Cloud as a placeholder during the initial activation of BYOC Cloud or Genesys Cloud Voice. This site serves no other purpose. In fact, you cannot view it it nor configure it for use by your phones.

Yes, to some extent. To imitate many features of follow me behavior, use Genesys Cloud call forwarding to specify a series of phone numbers to forward your calls to. This article describes the two ways that you can use to configure the numbers and the order for Genesys Cloud to forward your calls to follow you.

Yes. Under certain circumstances, such as working with SCIM clients, you may need to add a non-E.164 number to support call transfers across phone trunks to external platforms, such as Microsoft Teams, Zoom Phone, and others. To do so, you can use Azure, Active Directory, or SCIM to populate the Other Phone field on a user profile with a non-E.164 number.

For more information, see Configure the Microsoft Teams integration or Configure the Zoom Phone integration.

No. Genesys decided to exit the hardware resale business and no longer sells BYOC Premises Edge devices or phones. Genesys now has a partnership with Arrow Electronics through which customers and partners can purchase BYOC Premises Edge devices built on the HPE and AdvanTech platforms as well as IP phones from AudioCodes and Poly. To view the available hardware products, visit the Genesys/Arrow Electronics page.
 
For more information, see the FAQ section of the End of Sale Advisory Genesys Hardware products all Genesys Platform document.

Yes, you can use a CSV file to import phone configurations into Genesys Cloud. For detailed instructions on how to do so, see the Import phones article.

Yes, but only if the call is directed to a DID number or an Extension number on a standalone station or if the station is a part of a group phone number. For more information, see Configure a group phone number

Please contact your Genesys Cloud sales team (direct or partner) for new hardware orders. If you have questions contact genesyshardware@genesys.com

Yes. The procedure involves muting the PureCloud Softphone’s default ringtone and then using Ringtones setting in the Genesys Cloud client.

To do so:

1. Right-click the PureCloud Softphone icon in the taskbar notification area.
2. Click Options on the PureCloud Softphone menu.
3. Click Alerting.
4. Clear the Play ringing on alerting call check box. For more information, see Change PureCloud Softphone settings.
5. Click OK.
6. Follow the instructions in Set Genesys Cloud sound preferences to select a ringtone.

Yes. For more information, see Set Genesys Cloud sound preferences.

A badge, or visual alert, on an icon, such as Calls, Chat, Inbox, and others means that a new item is waiting.

No. You cannot delete entries from your history.  However, your organization’s settings and GDPR requirements affect call retention in your call history. For more information, see Set the maximum interaction data retention time.

The PureCloud Softphone is a software-based phone that requires Microsoft Windows. There is a separate software package to download and install before you can begin to use the phone to make and receive calls. For more information, see About PureCloud Softphone.

Within Genesys Cloud, we also provide the Genesys Cloud WebRTC phone. Our Genesys Cloud WebRTC phone is different from our PureCloud Softphone in that it runs right from your browser. There is no additional software to download or install.  You simply enable a web-based phone and you can immediately use it to make and receive calls. for more information, see About Genesys Cloud WebRTC phones.

The Genesys Cloud WebRTC phone runs right from your browser. There is no additional software to download or install. You simply enable the Genesys Cloud WebRTC phone and you can immediately use it to make and receive calls. For more information, see Set up Genesys Cloud WebRTC phones.

The PureCloud Softphone is different from the Genesys Cloud WebRTC phone.  It is a Windows-only software-based phone. It requires a separate software package to download and install before you can begin to use the phone to make and receive calls.

When a phone is provisioned or rebooted, Genesys Cloud automatically updates the phone to the latest version of Genesys Cloud-supported firmware.

You reboot a phone from within Genesys Cloud by using the Restart Phone button in the phone information panel. See Get details in the phone information panel.

Genesys Cloud also automatically updates the phone to the latest version of Genesys Cloud-supported firmware during a site update.

If you are experiencing some sort of conflict/problem with a certain version of the phone firmware, please contact Genesys Cloud Product Support. See Genesys Cloud Product Support phone support.

You can find out what firmware version a phone is running by checking the phone information panel on Phone Management’s Phones tab. For more information, see Get details in the phone information panel. 

You can find out which phones are registered to particular users by using the In Use By filter on the Phones tab in Phone Management. For more information, see Phone management column filters.

When a physical phone is provisioned and registered in a Genesys Cloud organization, certain configuration details, such as the Line Appearance ID, are stored in Genesys Cloud and on the phone itself. If you later remove/replace the physical phone and do not intend to reuse it in your Genesys Cloud organization, you should perform a factory reset on the phone. Doing so will prevent potential Line Appearance ID conflicts should the phone ever be inadvertently reconnected.

The global phone provisioning service creates a 1:1 association between the phone’s MAC address and a customer’s Genesys Cloud organization. As such, the phone cannot simultaneously exist in more than one Genesys Cloud organization. More specifically, the global phone provisioning service may not find your phone if the MAC address exists in another Genesys Cloud organization. If you need to re-provision a phone in a new Genesys Cloud organization using the global phone provisioning service, you must first remove the phone from the existing Genesys Cloud organization.

If you have a physical phone set as your default phone, then you can make and receive calls on that phone even if you are logged off of Genesys Cloud. Ask your administrator if you are unsure which phone is your default phone. If you are an administrator and want more information about how to assign a default phone to a user, see Assign a default phone. 

If you do not have a physical phone set as your default phone and are logged off of Genesys Cloud, then you can still receive calls to your phone number in Genesys Cloud. Before you log off, enable call forwarding. Genesys Cloud forwards any calls made to your Genesys Cloud number to the number of your choice.