Create a remote phone
Once you created a remote phone base settings profile, you can create the phone profile. This profile contains a few settings found on the Phone tab that define the remote phone in Genesys Cloud. Some settings on the Phone tab 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.
- A call to a cell phone configured as a remote phone in Genesys Cloud may not connect if the number is not assigned to a Genesys Cloud user profile. Some cell carriers do not allow calls to unassigned numbers.
- If the remote phone is part of a group ring, keep in mind that Genesys Cloud uses call analysis to verify delivery of calls to remote phones. Therefore, to avoid disconnection, users must answer with a verbal response.
Configure the phone
- Click Admin.
- Under Telephony, click Phone Management.
- Click Menu > Channels > Telephony > Phone Management.
- Click the Phones tab.
- Click Add.
Phone tab
Configure settings on the Phone tab.
- Type a name in the Phone Name box.
- From the Base Settings list, select the remote phone base settings configuration you created.
- From the Site list, select your site.
- In the Remote Address box, enter the phone’s SIP address or remote phone number using E.164 format.
- For more information, see Phone addresses or E.164 overview.
- Choose one of the following steps:
- To use the default phone configuration settings and complete the remote phone configuration, click Save Phone.
- To customize the phone configuration settings, proceed to the Customize the Phone section of this article.
Customize the phone
- In the Phone Configuration panel, click the arrow to expand the section containing the settings you want to customize.
| Setting | Description |
|---|---|
| Incoming Caller Address |
When you select the Use the trunk’s prioritized caller selection rules option, the Edge uses the default caller ID setting specified by the Prioritized Caller Selection in the trunk configuration. When you select the Use the original caller address option, the Edge passed the original caller’s info as the ANI when calling the remote station leg. For more information, see External trunk settings.[/bs_well] |
| 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 handled more efficiently because they can immediately use the existing connection. Note: While remote phones support the persistent connection feature, they do not support the auto answer feature.
|
| 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 |
|---|---|
|
Recording Settings |
|
|
Record calls on this phone |
Use this check box to enable or disable recording. The default setting is disabled. |
|
Level the volume on both sides of the conversation |
Use this check box to enable or disable automatic level control for the recordings. The default setting is disabled. |
|
Audio Format/Codec |
Use this list to select the audio codec to use for recording. The available choices are:
|
|
Dual channel |
Use this check box to enable or disable dual channel recording. The Dual channel setting is only available if you select one of the following audio formats:
When you enable the Dual channel setting, the system saves each channel of the recording in a separate stream. The system uses audio channel 0 to save the recording connected to the phone and audio channel 1 to save the recording connected to the other party. The default setting is enabled. |
| DSCP |
Use the list to choose the Differentiated Services Code Point (DSCP) value of Quality of Service (QoS) for RTP packets. The system places this value in the upper 6 bits of the TOS (Type Of Service) field. The TOS field is in the IP header of every RTP packet. The range of values available is 00 (0,000000) through 3F (63, 111111). |
| RTP Audio Port Start Range | Defines the UDP port of the remote computer where the system sends the recorded packets. The valid range is 1024–65,535. The default port is 4000. |
| Preferred Codec List | Use the list to select and build a list of preferred media codecs in mime format. Use the arrows next to the codec name to change the order in which the codecs in the list are used. |
| DTMF Settings | |
| DTMF Payload |
Specify the payload type value to use when the DTMF Method type is set to RTP Events. Valid range is 96–127. Valid only when DTMF Method value is set to RTP Events. The default value is 101. |
| DTMF Method |
Use the list to select the method to use to transmit dual-tone multifrequency (DTMF) signaling. Select RTP Events to enable out-of-band processing of events from the RTP stream (RFC 4733). Select In-band Audio for the processing, detection, and synthesis from the audio codec stream. The default value is RTP Events. |
| 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. |
- To use the custom phone configuration settings and complete the remote phone configuration, click Save Phone.
