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 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 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]