FAQs: Phones
Can I add a non-E.164 number to an internal contact?
Yes. Under certain circumstances, such as working with SCIM clients, you may… [More]
Can I delete my call history in Genesys Cloud?
No. You cannot delete entries from your history. However, your organization’s settings… [More]
Can I fax to a group?
No. Genesys Cloud does not support faxing to a group.
Can I imitate follow me behavior with Genesys Cloud call forwarding?
Yes, to some extent. To imitate many features of follow me behavior,… [More]
Can I make and receive calls when I am logged off of Genesys Cloud?
If you have a physical phone set as your default phone, then… [More]
Can I use a CSV file to import phone configurations into Genesys Cloud?
Yes, you can use a CSV file to import phone configurations into… [More]
Can I use the PureCloud Voice – AWS site when creating phones?
No. If you use BYOC Cloud or Genesys Cloud Voice, when you… [More]
Does Genesys still sell hardware products for use in Genesys Cloud?
No. Genesys decided to exit the hardware resale business and no longer… [More]
How do I downgrade a phone’s firmware version?
If you are experiencing some sort of conflict/problem with a certain version… [More]
How do I find out what firmware version a phone is running?
You can find out what firmware version a phone is running by… [More]
How do I update the firmware version for a phone?
When a phone is provisioned or rebooted, Genesys Cloud automatically updates the phone… [More]
How do we order more hardware such as phones?
Please contact your Genesys Cloud sales team (direct or partner) for new… [More]
How to I determine which phone is registered to a particular user?
You can find out which phones are registered to particular users by… [More]
Is there a way to change ringtones for the PureCloud softphone?
Yes. The procedure involves muting the PureCloud Softphone’s default ringtone and then… [More]
Is there a way to change ringtones for the WebRTC phone?
Yes. For more information, see Set Genesys Cloud sound preferences.
What does a badge on an icon mean?
A badge, or visual alert, on an icon, such as Calls, Chat,… [More]
What is a Genesys Cloud WebRTC phone?
The Genesys Cloud WebRTC phone runs right from your browser. There is… [More]
What is a PureCloud Softphone?
The PureCloud Softphone is a software-based phone that requires Microsoft Windows. There… [More]
What should I do when I remove a physical phone from Genesys Cloud?
When a physical phone is provisioned and registered in a Genesys Cloud… [More]
Why am I having difficulty re-provisioning my phone using the global phone provisioning service?
The global phone provisioning service creates a 1:1 association between the phone’s… [More]
Will the default station still ring if the user is not logged in?
Yes, but only if the call is directed to a DID or… [More]
