Genesys Cloud supports a number of types of phones.


Genesys Cloud supports the WebRTC technology with the Genesys Cloud WebRTC phone. Provisioning a Genesys Cloud WebRTC phone for a user creates a specific phone line for that user. The Genesys Cloud WebRTC phone does not require the installation of a software client on the PC. You use the Genesys Cloud call controls for the WebRTC phone calls.


Managed phones are phone models that you can configure through Genesys Cloud. Through the secure (HTTPS) Genesys Cloud provisioning process, the phone is sent the configuration which includes TLS (secure certificate exchange) and redundancy (primary and secondary SIP registrations). Managed phones have default base settings profiles set up in Genesys Cloud. Mutual authentication is standard with Genesys Cloud Voice and managed phones.

Unmanaged (Generic SIP)

Any SIP-compliant phone can register with Genesys Cloud as an unmanaged phone. The configuration of phone features are managed outside of Genesys Cloud. Only basic SIP connection information needs to be configured in Genesys Cloud to enable the registration and a contact address. Unmanaged phones do not have default base settings profiles set up in Genesys Cloud. Unmanaged phones use a generic SIP base settings profile. Features such as TLS/SRTP and phone redundancy are possible to configure, but not as simple as with managed phones. FXS analog devices can be used with this phone type.


A remote phone is an external phone number or SIP address, such as a cell phone. When a call is placed or answered in the Genesys Cloud browser, a call is made to the remote number to connect the user to the call. The connection call to a remote number follows the site’s numbering plans and outbound routes.