FAQs: Support


How do I submit an enhancement request?

If you want to make an enhancement request for Genesys Cloud, Genesys [More]

Why do multiple concurrent Genesys Cloud logins cause problems?

Genesys Cloud does not support multiple concurrent logins to the same account. [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]

How do I replace a Genesys Cloud Edge?

To replace a Genesys Cloud Edge, see Replace the Edge.

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 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]

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]

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]