FAQs: General
An agent ended the interaction, but the disconnect reason says end-user. Why?
If the agent ended the interaction from a headset instead of the Genesys… [More]
Can Genesys Cloud connect to another PBX?
Genesys Cloud can connect to any PBX that supports SIP. However, Genesys… [More]
Can I offload data into an external system and return it into Genesys Cloud later?
No. After data is moved out of Genesys Cloud, it cannot be… [More]
Can I opt out of a Genesys Cloud update?
No. Genesys Cloud strives to provide a consistent and continuous experience for… [More]
How can I avoid a Session Expired message?
To avoid being forced to reauthenticate yourself at an inconvenient time due… [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 check for the newest version of the desktop app?
The Genesys Cloud desktop app notifies you when a new version is… [More]
How can I enable voicemail for users?
To receive voicemail, a user must have the Voicemail > Voicemail > Receive permission… [More]
How can I report an issue with Genesys Cloud?
Contact your administrator about a problem in Genesys Cloud From any product… [More]
How do I log out of Genesys Cloud?
From the sidebar, click your profile picture in Genesys Cloud to access… [More]
How do I select my region?
When you log in to the browser app, desktop app, or mobile app,… [More]
How do I submit an enhancement request?
If you want to make an enhancement request for Genesys Cloud, Genesys… [More]
What are the Genesys Cloud limitations?
Limits define thresholds for specific areas of the Genesys Cloud API. These… [More]
What if the Resource Center does not display correctly?
If the Resource Center’s navigation or features do not display correctly, clear… [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]
Why do I need to re-enter my Genesys Cloud credentials?
Genesys Cloud features benefit from the use of various tokens with varying… [More]
Why do I see articles on Genesys Cloud features that I don’t have?
There can be a few reasons why the Resource Center mentions features that… [More]
Why do multiple concurrent Genesys Cloud logins cause problems?
Genesys Cloud does not support multiple concurrent logins to the same account. Genesys Cloud considers the following scenarios as multiple concurrent logins: The same account logs in to web app on multiple tabs or browsers. The same account logs in to the desktop app and in the web app. The same account logs in on different computers at the same time. The same account logs in to an embedded client and the desktop, web, or mobile apps at the same time. Multiple concurrent logins can cause these and other problems: Unsuccessful phone interactions Missed notifications Unrefreshed views Unreliably updated statistics… [More]
Why don’t my credentials work when I log back in to Genesys Cloud?
If you have difficulty logging in to Genesys Cloud, you may see… [More]
