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 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 faxing for a user?

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]