Create a generic SIP phone

Prerequisites

  • Telephony > Plugin > All permission

Once you have created a generic SIP phone base settings profile you can create the phone profile. The phone profile contains a group of settings found on the Phone and Line Keys tabs that define the phone in Genesys Cloud. The majority of the settings on the Phone and Line Keys tabs are inherited from the base settings. However, you can customize the phone by altering any of the settings that it inherited from the base settings configuration-without effecting the original base settings configuration. See Inherited settings.

Note: While Genesys Cloud provides support for unmanaged phones with the Generic SIP phone profile, unmanaged phones are NOT compatible with Genesys Cloud Voice or BYOC Cloud. For more information see, Phone category comparison matrix.

Configure the phone

  1. Click Admin. 
  2. Under Telephony, click Phone Management.
  3. Click the Phones tab.
  4. Click Add Phone.

Phone tab

Configure settings on the Phone tab.

  1. Type a name in the Phone Name box.
  2. From the Base Settings list, select the generic phone base settings configuration you created.
  3. From the Site list, select your site.
  4. Leave Standalone Features set to Off unless you are creating a conference room phone. See Enable standalone features.
  5. Choose one of the following steps:
    • To use the default phone settings, click Save Phone and proceed to the Configure the line keys section of this article.
    • To customize the phone settings, proceed to the Customize the phone section of this article.

Customize the phone

  1. In the Phone Configuration panel, click the arrow to expand the section containing the settings you want to customize.

Setting

Description
Use Secondary Edge

Configure the phone to be able to access a secondary Edge.

The default setting is Disabled. When you enable this setting, you may have to manually configure the SIP phone to point the primary proxy to the primary Edge and secondary proxy to the secondary Edge. See your SIP phone documentation for information on how to configure proxy settings.

Setting

Description
Message Waiting Indicator

Use this setting to configure how the Message Waiting Indicator (MWI), the light that blinks to indicate that the user has a new voicemail.

The Message Waiting Indicator has three options:

  • None: Do not use MWI notifications.
  • Unsolicited NOTIFY: Configure the phone to receive unsolicited MWI notifications.
  • Subscription: Configure the phone to receive MWI notifications using the Subscription method. (The phone must subscribe to the MWI service to receive the notifications.)

The Custom option is designed to allow Genesys Cloud Customer Care personnel to alter a phone configuration for troubleshooting or special circumstances. You should only enter custom property settings as directed by Genesys Cloud Customer Care.
Setting Description
Property Name The name to assign to the custom property.
Data Type  The data type for the custom property.
Value The value to assign the custom property.

  1. To use the custom phone settings, click Save Phone and proceed to the Line Keys tab section of this article.

Line Keys tab

  1. Click the Line Keys tab.
  2. Edit the default name in the Line Appearance Id box.

    Note: Even though the Line Appearance Id field is assigned a default name based on the content of the Phone Name field on the Phone tab, you should create your own name. The Line Appearance Id name can only contain alphanumeric characters including the special characters: _ % + – ~. Spaces between characters are not allowed.

  3. If you want to specify a call back number to be sent when a call is made to an emergency service, type that number in the Emergency Number field.
  4. Choose one of the following steps:
    • To use the default line keys settings, click Save Phone.
    • To customize the line keys settings, proceed to the Customize the line keys section of this article.

Customize the line keys

  1. In the Configuration panel, click the arrow to expand the section containing the settings you want to customize.

Setting Description
Calls Per Line The number of calls that this line can handle.
Persistent Connection Settings

When the persistent connection feature is disabled, Genesys Cloud must create a connection for every call.

When you enable the persistent connection feature and set a timeout value, you improve Genesys Cloud’s ability to process subsequent calls. More specifically, calls that come in while the connection is still active are immediately alerted via the UI or are auto answered if Auto Answer feature is configured for the user.
Enable Persistent Connection

Disabled (Default): Do not use persistent connection feature.

Enabled: Turn on persistent connection feature.
Persistent Connection Timeout Sets the amount of time, in seconds, that the open connection can remain idle before Genesys Cloud automatically closes it.

Setting Description
Max Bindings Specifies the maximum number of bindings.
Digest Authentication When outbound requests are challenged with digest authentication, use the following credentials:
User Name

The user name pushed down to the phone that changes the password on the administrative account for the physical phone menus.
Password The password pushed down to the phone that changes the password on the administrative account for the physical phone menus. By default the password is masked, but you can select the Show Password check box to see the password in plain-text.

Setting Description
Auto-Conference Settings When this setting is enabled, and if a call is already connected or held at the station, a conference is created between the new incoming call and the existing call. An announcement of the new call is played to the existing call before the conference is established.
Enable Auto-Conference

Off (Default): Do not use auto-conference settings.

On: Use the following fields to specify the auto-conference settings.
Auto-Conference PIN Required number to join a conference.
Language Speech language selected to use for the conference voice menu.

The Custom option is designed to allow Genesys Cloud Technical Support personnel to alter a phone configuration for troubleshooting or special circumstances. You should only enter custom property settings as directed by Genesys Cloud Technical Support.
Setting Description
Property Name The name to assign to the custom property.
Data Type  The data type for the custom property.
Value The value to assign the custom property.

  1. To use the custom line key settings, click Save Phone.