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]
How do Genesys Cloud Voice services use a location?
There are two ways locations are used for Genesys Cloud Voice: All… [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 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 carriers see high-volume, short-duration calls at the network level, they can… [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]