Select a phone in Genesys Cloud CX Utility

The CX Cloud from Genesys and Salesforce integration supports both WebRTC and non-WebRTC phone endpoints for handling inbound and outbound calls. When you log in to the integration for the first time in the contact center app, you do not have a selected phone. 

To make and receive voice calls, you must select a station, which is a named, addressable, and logical entity that can receive and place calls. One or more stations can reside on a phone.

  1. Open the Genesys Cloud CX Utility window, click the icon and select Station from the list.
  2. In the Search stations box, type the name of the station. As you type, a list of station names that matches the station name appears.
  3. Select a station from the list and click the  icon next to the selected station.
    Note: The search results display all available stations.
     

    The images shows the Genesys Cloud CX utility window with the station details selected for voice calls.

    The following screenshot is an example showing the display of non-WebRTC stations in the list:

    This image is a screenshot of the Genesys Cloud CX Utility that shows the non-WebRTC phones.

Notes:

Ensure that you follow these procedures when you use desk phone to handle the calls:

  • The incoming call must appear in the Omni-Channel before you answer it on the desk phone. This sequence is necessary because the call record must be created in Salesforce before the call can be marked as connected.
  • Always initiate the call transfer from the Omni-Channel and not from the desk phone. This action ensures that the voice call record is created in Salesforce.