FAQs: General


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]

Why do multiple concurrent Genesys Cloud logins cause problems?

Genesys Cloud does not support multiple concurrent logins to the same account. [More]

Where do I find a list of features included in Genesys Cloud licenses?

For Genesys Cloud feature licensing information, see the Genesys Cloud Pricing Guide [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]

Why do I need to re-enter my Genesys Cloud credentials?

Users in HIPAA organizations are logged out of Genesys Cloud when their [More]

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]

How can I enable voicemail for users?

To receive voicemail, a user must have the Voicemail > Voicemail > Receive permission [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 do I log out of Genesys Cloud?

From the sidebar, click your profile picture in Genesys Cloud to access [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]

Can Genesys Cloud connect to another PBX?

Genesys Cloud can connect to any PBX that supports SIP. However, Genesys [More]

How can I report an issue about Genesys Cloud?

To tell us about a problem in Genesys Cloud, select Contact Support from the [More]

What if the Resource Center does not display correctly?

If the Resource Center’s navigation or features do not display correctly, clear [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]

How do I select my region?

When you log in to the browser app, desktop app, or mobile app, [More]

Can I opt out of a Genesys Cloud update?

No. Genesys Cloud strives to provide a consistent and continuous experience for [More]