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 nor does it support private proxy servers. Genesys Cloud provides STUN and TURN services; in addition, it leverages Google’s global network of STUN (not TURN) servers for faster and better NAT traversal. If you disable them, then you will experience broken or slow NAT traversal during the connection of features like video chat or WebRTC phones.
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 assign division for existing External Contacts?
You cannot assign division directly to an existing contact. By default, all… [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 are the Genesys Cloud limitations?
Limits define thresholds for specific areas of the Genesys Cloud API. These… [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]
