Select and configure the Genesys Cloud WebRTC phone

  • Conversation > Call > Add permission (included in the Communicate – User role)
  • A Genesys Cloud WebRTC phone created for you by a telephony administrator

The Genesys Cloud WebRTC phone allows you to make and receive calls using the Genesys Cloud app and WebRTC technology. You do not need a physical phone or a downloaded softphone to make and receive calls with the Genesys Cloud WebRTC phone.

Note: Genesys supports the Genesys Cloud WebRTC phone in the desktop app and web app with the supported browsers. For more information, see Genesys Cloud system requirements.

Select the Genesys Cloud WebRTC phone as your phone

  1. From the sidebar, click Calls. The Calls panel opens. If you do not currently have a phone selected, the Calls icon is red. ClickCallsIconFirstTime
  2. Click Phone Details.This image shows the Phone Details icon. If you have not selected a phone, the Phone Details icon appears red with an ClickPhoneSelectorFirstTime
  3. Type the Genesys Cloud WebRTC phone name in the Search for phone field.
  4. From the displayed suggestions, select your phone.
    Note: Only users with telephony admin permissions can create a Genesys Cloud WebRTC phone. If you do not have an assigned Genesys Cloud WebRTC phone, contact your IT department or administrator.

Configure the Genesys Cloud WebRTC phone settings

  1. From the Calls panel, select Settings.
  2. To make and answer calls in a third-party application, enable Placing calls with another app?.
    Note: When you make and answer calls in a third-party application, close other browser app instances. If you require other instances, disable this feature.
  3. Under Audio Controls, select your microphone and speaker. For more information, see Create a new audio profile 
  4. To test and adjust the output volume, click Device Volumes, and then click Sound. You can also access Sound preferences from User settings.
  5. If you have problems with a call, click Run diagnostics to check your microphone, connectivity, and throughput for problems. If the test finds no issues, contact your IT department for help.
Note: For the best phone experience, use a high-quality phone headset with your computer. Use your normal computer audio settings to adjust your audio.