Sites overview

A site is a container for phone and BYOC Premises Edge configuration information. It defines the Telephony properties, for example the country code or area code, for dialing in addition to the call classification rules and outbound routing rules. The telephony properties and rules of a site apply to a new call, when a phone located in that site establishes the call. The telephony properties and rules of a site also apply when the system dials on trunks connected to an Edge contained in that site. A site or an address group provides outbound call routing services for phones in the same location.

Note: While a site can have the same name as a location, the two are independent concepts.

Sites enable the Genesys Cloud telephony administrator to:

  • Provide routing connections for all calls that come from an Edge group.
  • Optimize the usage of outbound phone lines.

Genesys Cloud combines the routing information from all sites into a dial plan, which is a master routing table for all locations. Whenever a user makes an outbound call, the dial plan handles call routing by:

  1. Identifying the site where the call originated.
  2. Identifying the type of call.

With that information, the dial plan can route the outbound call to the most appropriate trunk.


When the telephony administrator creates a site, Genesys Cloud generates classifications, which are categories of calls that have special routing instructions. Typical classifications are emergency, intercom, local, toll free, long distance, international, information, SIP, and unknown. The classification lists are hierarchical.

Note: You can drag and drop site classifications to change the order of the list.

Each classification contains the logic to:

  1. Recognize the call type.
  2. Route the specific type of call to a trunk that enables the call to reach its destination.