FAQs: Genesys Cloud Voice
Can we implement our own STUN/TURN server to proxy connections to Genesys Cloud?
No. There is currently no way to use a private STUN/TURN server…. [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]
I have configured Genesys Cloud Voice to display our company name and phone number as the Caller ID. However, in some case only the phone number appears. Is there something else that I can do to get the company name to display in the Caller ID?
Yes, there is. Let’s start with an explanation of the problem. When… [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]
When porting over a toll-free or DID number, is there still a NRC and MRC charge for those numbers?
Yes. If numbers are ported to Genesys Cloud, there is a one-time… [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 carriers see high-volume, short-duration calls at the network level, they can… [More]