Telephony is the set of features that administrators use to set up Genesys Cloud communications. Genesys Cloud offers three telephony connection options to provide convenience and flexibility. Simplify your implementation by using Genesys Cloud Voice, a comprehensive contact center solution that includes telephony service provided by Genesys. For additional interoperability between Genesys Cloud and third-party devices, or to retain your existing carrier service, choose a Bring Your Own Carrier (BYOC) option.
General information related to the telephony topic.
Telephony connection options
Genesys Cloud telephony connection options provide convenience and flexibility.
A trunk connects a communication service to a Genesys Cloud telephony connection option and facilitates point-to-point communication.
A site is the home of a set of phones. The site defines the telephony properties, for example the country code or area code, for dialing in addition to the call classification rules and outbound routing rules. The site’s telephony properties and rules apply to a new call, when a phone located in that site establishes the call. The site’s telephony properties and rules also apply when the system dials on trunks connected to a telephony connection contained in that site.
Genesys Cloud manages a wide variety of SIP phones. Administrators set base settings for the phones or change the settings for individual phones using Genesys Cloud.
Authorized Services manages the digital certificate files issued by a Certificate Authority (CA). This process ensures the identification of a trusted authority through encryption.
Administrators add a single DID number or a range of DID numbers associated with the organization’s service provider. You can also assign toll-free numbers.
Administrators can add a single extension or a range of extension numbers associated with the organization.
Feature availability for users from another platform
Learn how customers from other platforms use Genesys Cloud.