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… [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]
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 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]
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]
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]