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. Records in your call history are permanent. You cannot delete entries from… [More]

Can I imitate follow me behavior with Genesys Cloud call forwarding?

Yes. To imitate follow me behavior, use Genesys Cloud call forwarding to… [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]

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?

No. You cannot customize ringtones for the PureCloud softphone. 

Is there a way to change ringtones for the WebRTC phone?

Ringtone customization is not currently available.

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]

When updating PureCloud Softphone on a Windows 7 system or Windows 2008 R2 system, why do I receive an error?

The PureCloud Softphone install uses a driver that requires Microsoft SHA-256 certificates,… [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]