Import phones

  • Telephony > Plugin > All permission

The import feature allows you to bulk import a group of phone configurations into Genesys Cloud using the provided CSV template. The template has the following fields:

Field Description
Name A unique name for the phone.
Base The name of an existing base setting configuration.
Site The name of an existing site.
Email The email address of the phone’s user. Required for WebRTC phone and optional for other phones. When specified for other phones, sets the phone as the default for that user.
RemoteAddress Required for remote phones.
HardwareID Required for AudioCodes/Poly/Polycom phones.
KeyLabel Optional – Genesys Cloud generates a KeyLabel from the phone name if not provided.
LineAppearanceID Optional – Genesys Cloud generates a LineAppearance DIDfrom the phone name if not provided
DID The DID phone number.
Extension The phone’s extension number.


  1. Click Admin.
  2. Under Telephony, click Phone Management.
  3. Click the Phones tab.
  4. Click Import phones from a comma-separated values file
  5. Do the following:

  1. Click phones_import_example.csv to download the template. 
  2. Open the CSV file template in a spreadsheet application.
  3. Fill in and save the CSV file.
    Note: To insure that your CSV file is properly imported, make sure that you save it using the UTF-8 format
  4.  Use the information below to fill in the appropriate fields in the spreadsheet for the type of phones that you want to import.
  5. Proceed to the “Select a CSV file and perform an import operation” section.

Import guidelines

Type of phone
Phone Name
Base Settings
Remote Address
Hardware Id
Key Label
Line Appearance ID
Genesys Cloud WebRTC  R R R R N/A N/A N/A N/A N/A N/A
Remote  R R R O R N/A N/A N/A N/A N/A
Generic SIP R R R O N/A N/A N/A O A/R A/R
AudioCodes or Poly/Polycom  R R R O N/A R O O A/R A/R
PureCloud Softphone R R R O N/A R O O N/A N/A
Spectralink Wireless R R R O N/A R O O A/R A/R
Interaction SIP Station II R R R O N/A R O O A/R A/R

  • R = Required field
  • O = Optional field
  • N/A = Not Applicable
  • A/R = As Required

Additional considerations

  • The phone name must be unique and it cannot contain spaces. Use an underscore “_” instead.
  • The base settings and site must exist.
  • The key label and line appearance ID are automatically generated if not filled in.
  • You can specify an existing email address to set the default user.
  • If you are creating a standalone phone, then either the DID number or extension is required.

  1. Click Browse.
  2. Locate and open the CSV file.
  3. Confirm that all of the information is correct.
  4. If you have included email addresses in your CSV file, then you can select the Use e-mail to set phone as user’s default check box.
  5. Click Create Phones.
  6. Click Close when the import operation completes.

The new phones now appear on the Phones tab.