FAQs: Administrators
Can Genesys Cloud connect to another PBX?
Genesys Cloud can connect to any PBX that supports SIP. However, Genesys… [More]
Can I disable Agent Assistance in Collaborate chat?
Yes. To disable Agent Assistance access for a user, remove the permission… [More]
Can I disable an invite link after I send it out?
Yes. Toggle the Open Admission switch to OFF in the Organization Settings…. [More]
Can I make and receive calls when I am logged off of Genesys Cloud?
If you have a physical phone set as your default phone, then… [More]
Can we implement our own STUN/TURN server to proxy connections to Genesys Cloud?
No. Genesys Cloud does not support the use a private STUN/TURN server… [More]
Does my website need the Messenger deployment on every page in order to support co-browse?
Yes, co-browse relies on the Messenger snippet to continue the session when… [More]
How are faxes sent and received in Genesys Cloud?
When a user sends a fax, Genesys Cloud converts the file to… [More]
How can I check for outages, availability, and the system status of Genesys Cloud?
Click the link below for Genesys Cloud’s operational, system availability, incident, and… [More]
How can I deactivate voicemail for a specific user?
For various reasons, some organizations must remove voicemail functionality from certain users…. [More]
How can I determine which BYOC Premises – Genesys Hardware Solution Edge is powering my BYOC Premises configuration?
There are five Edge versions that you can be using in a… [More]
How can I enable voicemail for users?
To receive voicemail, a user must have the Voicemail > Voicemail > Receive permission… [More]
How can I estimate data storage requirements?
For more information on the expected data storage for an org based… [More]
How can I identify an Edge Mini or an Edge Micro?
The Edge Mini and the Edge Micro are physically identical in that… [More]
How can I set up inbound faxing for Genesys Cloud BYOC?
Add the Conversation > Fax > Send and Conversation > One Number Fax… [More]
How do I disable the /giphy chat command for users?
To disable the /giphy chat command for users, remove the Chat >… [More]
How do I enable company directory support on menus in Architect?
Open the flow for which you want to enable company directory support… [More]
How do I enable multiple actions on an email interaction?
Administrators can enable multiple actions on a single email that allows agent… [More]
How do I find my organization ID?
To view your organization ID, follow these steps: Click Admin Under Account… [More]
How do I modify the reporting structure in the Hierarchy Tree view?
To modify the reporting structure as it appears in the Hierarchy Tree… [More]
How do I select my region?
When you log in to the browser app, desktop app, or mobile app,… [More]
How do I send an SMS message from an Architect call flow?
To configure agentless SMS notifications from an Architect flow: Create a data… [More]
How much storage do I have for my documents?
If you are using a Genesys Cloud Communicate license, then you have… [More]
What are the differences between locations, geolocations, and sites in Genesys Cloud?
Genesys Cloud includes three independent concepts that people often call locations: A… [More]
What permissions are not associated with a default role?
Some permissions are not associated with any default roles in Genesys Cloud. For… [More]
What public IP addresses does Genesys Cloud use?
Genesys Cloud uses public IP addresses provided by Amazon. These public IP… [More]
Where can I view the interaction Fax Analytics?
You can find the interaction Fax Analytics in the Interactions view. Note:… [More]
Where do I find a list of features included in Genesys Cloud subscription packages?
For Genesys Cloud feature subscription package information, see the Genesys Cloud feature… [More]
Which additional roles do contact center agents and supervisors need?
Contact center agents and supervisors need extra roles assigned to them so they… [More]
Which Salesforce API does Genesys Cloud for Salesforce use?
Genesys Cloud for Salesforce is based on the Salesforce Open CTI APIs, which… [More]
Why are calls not recording?
Call recording requires that Line Recording is enabled on the SIP trunk… [More]
Why are some features not visible in the UI?
Note: The following Genesys Cloud features currently require additional permissions settings to… [More]
Why can my data change?
Analytics data is subject to change because Genesys Cloud runs a batch… [More]
Why can’t I find the chat group to receive webhook notifications?
You must be a member of owners-only or members-only Genesys Cloud groups… [More]
Why do calls disconnect when routed to an inbound call flow?
Automatic speech recognition (ASR) is enabled by default for the starting menu… [More]
Why do some webhook notifications not show up in my target chat rooms?
There is a rate limit of 10 webhook notifications per second. If… [More]
Why does predictive routing data model retraining fail?
Retraining fails due to insufficient data for certain media types, because of… [More]
Why does predictive routing fail to activate correctly?
An error occurs either because of insufficient data to create a data… [More]
Why is a user not receiving calls through their assigned DID number or extension?
If a user has a DID number or extension assigned to them… [More]
Will the Edge accept the Inbound Call in E.164 number format without the leading plus sign (+)?
Yes. If the site is configured with the default numbering plans, the… [More]
