FAQ: Why am I having difficulty re-provisioning my phone using the global phone provisioning service?


The global phone provisioning service creates a 1:1 association between the phone’s MAC address and a customer’s Genesys Cloud organization. As such, the phone cannot simultaneously exist in more than one Genesys Cloud organization. More specifically, the global phone provisioning service may not find your phone if the MAC address exists in another Genesys Cloud organization. If you need to re-provision a phone in a new Genesys Cloud organization using the global phone provisioning service, you must first remove the phone from the existing Genesys Cloud organization.