FAQs: Genesys Cloud Voice
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 Genesys Cloud Voice support short codes?
Yes and No. Genesys Cloud Voice only supports emergency dialing short codes as… [More]
Does Genesys Cloud Voice support STIR/SHAKEN?
Genesys has made every reasonable effort to institute industry best practices and… [More]
Does Genesys Telecom provide Customer Service Records (CSRs) when porting numbers out of Genesys Cloud Voice?
No. When porting numbers out of Genesys Cloud Voice, your new carrier… [More]
Does SMS automatically transfer along with voice when I port numbers to Genesys Cloud Voice?
No. The Genesys Cloud Voice number porting process is specifically designed for… [More]
How can I view data about my Genesys Cloud usage?
You can download your usage reports to see details about prior usage…. [More]
How do Genesys Cloud Voice services use a location?
There are two ways locations are used for Genesys Cloud Voice: All… [More]
How do I find that status of my number purchase operation?
When you purchase numbers in Genesys Cloud Voice, those numbers appear on… [More]
I believe that my address is correct, but the location has not been verified. What should I do?
There could be any number of reasons why Genesys Cloud Voice is… [More]
My location was showing verified but it changed to not verified when I added an emergency number to use it on a site. What happened?
This situation indicates that the address in question is verified for postal… [More]
What are the default retryable reason codes for BYOC Cloud and Genesys Cloud Voice?
BYOC Premises allows you to configure two types of retryable codes: Retryable… [More]
What are the numbers for Genesys Cloud Voice emergency call services in EMEA?
In conformance with in country regulatory guidelines in EMEA countries, Genesys provides… [More]
What dialing formats does Genesys Cloud Voice support?
Genesys Cloud Voice provides customers access to the public telephony network (PSTN)… [More]
What happens when the user flags the call? Can I as an administrator see the flag in reports? Or is it just information for Genesys?
In Performance > Interactions, Genesys Cloud Supervisors can see that an agent… [More]
What is Ray Baum’s Act?
Ray Baum’s Act requires that a dispatchable location is conveyed with 911… [More]
What is the difference between postal and emergency location/address verification?
Postal verification confirms that the address is known to the postal service… [More]
What kind of location address verification does Genesys Cloud perform?
Genesys Cloud performs two types of verification on location addresses: postal and… [More]
When porting over a toll-free or DID number, are there still NRC and MRC charges for those numbers?
Yes. After the numbers are ported to Genesys Cloud Voice, you will… [More]
Where do I find the service address for porting numbers out of Genesys Cloud Voice?
You can find the service address (the location where the phone number… [More]
Why are calls from users with only extensions being blocked in Genesys Cloud Voice?
Calls from Genesys Cloud Voice must have a valid number associated with… [More]
Why are my short-duration calls being flagged by the wireless carriers even though my recipients have opted in to receive these calls?
When US carriers see high-volume, short-duration calls at the network level, they… [More]
Why does Genesys Cloud verify location addresses?
All addresses are subject to some level of verification. Telecom regulations require… [More]
Why does only the Genesys Cloud Voice phone number appear as the Caller ID in some cases?
When you configure Genesys Cloud Voice to display your company name and… [More]
