FAQs: Support
How can I check for outages, availability, and the system status of Genesys Cloud?
Click the link below for Genesys Cloud’s operational, system availability, incident, and… [More]
How do I configure managed phones for FENT?
Click the link below to configure managed phones under the FENT (Far-End NAT… [More]
How do I get the conversation ID?
The conversation ID is a unique identifier for each interaction in Genesys… [More]
How do I replace a BYOC Premises Edge?
To replace a hardware-based BYOC Premises Edge, see Replace a BYOC Premises… [More]
How do I set up the Genesys Cloud WebRTC phone
Click the link below for comprehensive instructions on setting up the Genesys… [More]
How do I submit an enhancement request?
If you want to make an enhancement request for Genesys Cloud, Genesys… [More]
What if my carrier does not support the E.164 international numbering plan?
Genesys Cloud can transform the calling and called party numbers sent on an… [More]
Why do multiple concurrent Genesys Cloud logins cause problems?
Genesys Cloud does not support multiple concurrent logins to the same account. Genesys Cloud considers the following scenarios as multiple concurrent logins: The same account logs in to web app on multiple tabs or browsers. The same account logs in to the desktop app and in the web app. The same account logs in on different computers at the same time. The same account logs in to an embedded client and the desktop, web, or mobile apps at the same time. Multiple concurrent logins can cause these and other problems: Unsuccessful phone interactions Missed notifications Unrefreshed views Unreliably updated statistics… [More]
Why does the Offered metric not always equal the Answered plus Abandoned metrics?
Flow-outs and Genesys Cloud’s method of tracking metric statistics could cause the… [More]
