How does PureCloud Voice work?

After an organization enables PureCloud Voice, the PureCloud Voice administrator purchases new phone numbers or ports existing phone numbers to the service. They can then assign phone numbers to users, IVRs, managed phones, or campaigns.

When you use PureCloud Voice with a phone, it securely connects over the public Internet to the nearest available PureCloud Voice region. After the phone connects to the PureCloud Voice region, the phone authenticates and registers with the customer’s PureCloud services. TLS encryption secures the communications between the phone and PureCloud Voice service.

Service Details

Genesys hosts our PureCloud Voice offering within the Amazon Web Services platform. PureCloud Voice has Carrier Services, Security, and Voice Quality as high priorities. To that end, the PureCloud Voice service includes various features to maximize quality and resilience.

Carrier services

PureCloud Voice regions are designed to maximize performance and ensure network connectivity, and include the following items:

  • Multiple PSTN voice carriers with connections across multiple AWS availability zones.


PureCloud Voice includes the following security features:

  • Phones—PureCloud Voice encrypts traffic between physical and virtual phones using Transport Layer Security (TLS) and Secure Real-time Transport Protocol (SRTP).

  • Carriers—PureCloud Voice encrypts traffic between carriers where possible.

  • PureCloud Platform—Traffic between PureCloud Voice regions, zones, and PureCloud uses Transport Layer Security (TLS) encryption.

  • Customer Data and Access—Systems in PureCloud Voice comply with SSAE-16 policies including security patching, antivirus, and host IDs.