Change your WebRTC phone settings

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

You can change your WebRTC phone settings in the client or in the WebRTC Phone window (Chrome browser users only). How you change WebRTC phone settings and the items that you can change differ depending on the browser and product used and the location of the settings (client or WebRTC Phone window).

  1. Access the settings through the client or the WebRTC Phone window.
    • Client access:
      1. Click Menu  > More .
      2. Click Settings.
      3. Click WebRTC.
    • WebRTC Phone window access:
      1. Click Settings.
  2. In the settings, you can do the following actions:
    • Stop a persistent connection.  
    • Select your microphone and speakers for WebRTC phones.
    • Test your speakers.
      Note: If you use the WebRTC Phone window, then test your speakers through Settings on the WebRTC Phone window. For more information, see Browser window for WebRTC phones.
    • Select your speakers for the ringer.

      The Play ringtone on separate device setting is not selected by default. When you select this setting, the setting defaults to your speakers for WebRTC phones.

    • Change the behavior of the WebRTC Phone window (client access only). 

      The Pop WebRTC Phone window setting is selected by default.

      Note: This setting does not appear in products where the setting is configured by default (for example, Sales Cloud in Genesys Cloud for Salesforce and some implementations that use Genesys Cloud Embeddable Framework).

    • Test your settings.
    • Configure advanced microphone settings.

    The following image shows the available settings through the client in Genesys Cloud for Zendesk in the Chrome browser. 

    WebRTC Settings window

  1. Click Arrow .
  2. Click the name of the phone.
  3. Click Change Phone.Settings under phone name in Genesys Cloud for Firefox
  4. Enter the name of the WebRTC phone that you want to use. 

    The search box automatically looks for a phone as you type. Phones currently associated with other users are not available.

    Phone selection window

  5. If you enter a name of a WebRTC phone, then the WebRTC Settings section appears. In the WebRTC Settings section, you can do the following actions:
    • Select your microphone.
    • Change the behavior of the WebRTC Phone window. 

      The Pop WebRTC Phone window setting is selected by default.

    • Test your settings.

    The following image shows the available settings in Genesys Cloud for Zendesk in the Firefox browser.

    WebRTC Settings in Genesys Cloud for Zendesk using Firefox

For more information, see About phones, Persistent connection, Settings in the client menu, Browser window for WebRTC phones, and Troubleshoot phone issues.

For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.