Create base settings for a remote phone

AI-generated summary

Genesys Cloud enables configuration of remote phones through base settings profiles containing fundamental setup parameters accessible via the Base Phone tab in Phone Management. Users with appropriate Telephony permissions can create these profiles by navigating to Menu > Digital and Telephony > Telephony > Phone Management, selecting the Base Settings tab, and clicking Add Base Settings. The configuration process requires naming the profile and selecting "Remote" from the Phone Make and Model dropdown. The General section provides customizable options including Use Originating Address, which determines whether the Edge passes original caller information as ANI or uses default caller ID settings from trunk configuration, and Persistent Connection Settings. The persistent connection feature, when enabled with a specified timeout value in seconds, allows Genesys Cloud to reuse existing connections for subsequent calls rather than creating new connections for each call, improving call processing efficiency. However, remote phones do not support the auto answer feature despite supporting persistent connections. The Custom section allows Genesys Cloud Product Support personnel to modify phone configurations for troubleshooting purposes through property name, data type, and value assignments. The Media section contains recording capabilities including options to enable call recording, apply automatic level control to equalize volume on both conversation sides, and select audio codecs (G726-32, GSML, L16, Opus, PCMA, PCMU, or Truespeech). Dual channel recording, which saves each recording channel in separate streams, is available only with PCMU, PCMA, L16, or Opus audio formats. Genesys Cloud recording functionality utilizes dual audio channels to capture call interactions: audio channel 0 records the phone connection for the local user, while audio channel 1 records the connection for the remote party. This dual-channel recording approach is enabled by default. Users can customize these base settings by selecting the Save Base Settings option. After establishing base settings for a remote phone device, users can proceed to create the remote phone configuration.

PrerequisitesClick to expand

Any phone, such as a cell phone, can be configured to work with Genesys Cloud using a remote phone base settings profile. This profile contains only a few basic configuration settings. These settings are found on the Base Phone tab.

Click Menu > Digital and Telephony > Telephony > Phone Management.
Click the Base Settings tab.
Click Add Base Settings.

Base Phone tab

Configure settings on the Base Phone tab.

Type a name in the Base Settings Name box.
From the Phone Make and Model drop-down list, select Remote.
Choose one of the following steps:

To use the default base settings, click Save Base Settings and proceed to the Create a remote phone article.
To customize the base settings, proceed to the Customize the base settings section of this article.

Customize the base settings

In the Phone Configuration section of the Base Phone tab, there are two expandable sections: General and Custom that allow you to change the base settings for a remote phone.

To customize the base settings:

Select the appropriate settings from each expandable section.

GeneralClick to expand

Setting	Description
Use Originating Address	Disabled (Default): The Edge uses the default caller ID setting specified by the Prioritized Caller Selection feature in the trunk configuration. Enabled: Configure the Edge to pass the original caller’s info as the ANI when calling the remote station leg. For more information, see External trunk settings and Use the Prioritized caller ID locations feature to configure caller ID information.
Persistent Connection Settings	When the persistent connection feature is disabled, Genesys Cloud must create a connection for every call. When you enable the persistent connection feature and set a timeout value, you improve Genesys Cloud’s ability to process subsequent calls. More specifically, calls that come in while the connection is still active, are handled more efficiently because they can immediately use the existing connection. Note: While remote phones support the persistent connection feature, they do not support the auto answer feature.
Persistent Connection	Disabled (Default): Do not use persistent connection feature. Enabled: Turn on persistent connection feature.
Persistent Connection Timeout	Sets the amount of time, in seconds, that the open connection can remain idle before Genesys Cloud automatically closes it.

CustomClick to expand

The Custom option is designed to allow Genesys Cloud Product Support personnel to alter a phone configuration for troubleshooting or special circumstances. You should only enter custom property settings as directed by Genesys Cloud Product Support.

Setting	Description
Property Name	The name to assign to the custom property.
Data Type	The data type for the custom property.
Value	The value to assign the custom property.

MediaClick to expand

Setting	Description
Recording Settings
Record calls on this phone	Use this check box to enable or disable recording. The default setting is disabled.
Level the volume on both sides of the conversation	Use this check box to enable or disable automatic level control for the recordings. The default setting is disabled.
Audio Format/Codec	Use this list to select the audio codec to use for recording. The available choices are: G726-32 GSM L16 (Uncompressed Linear 16-bit PCM) Opus PCMA (G.711 A-law) PCMU (G.711 u-law) Truespeech
Dual channel	Use this check box to enable or disable dual channel recording. The Dual channel setting is only available if you select one of the following audio formats: PCMU (G.711 u-law) PCMA (G.711 A-law) L16 (Uncompressed Linear 16-bit PCM) Opus When you enable the Dual channel setting, the system saves each channel of the recording in a separate stream. The system uses audio channel 0 to save the recording connected to the phone and audio channel 1 to save the recording connected to the other party. The default setting is enabled.

To use the custom base settings, click Save Base Settings.
Once you have created base settings for a remote phone, you can Create a remote phone.

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Base Phone tab

Configure settings on the Base Phone tab.

Type a name in the Base Settings Name box.

From the Phone Make and Model drop-down list, select Remote.

Choose one of the following steps:

To use the default base settings, click Save Base Settings and proceed to the Create a remote phone article.
To customize the base settings, proceed to the Customize the base settings section of this article.

Customize the base settings

In the Phone Configuration section of the Base Phone tab, there are two expandable sections: General and Custom that allow you to change the base settings for a remote phone.

To customize the base settings:

Select the appropriate settings from each expandable section.

GeneralClick to expand

Setting	Description
Use Originating Address	Disabled (Default): The Edge uses the default caller ID setting specified by the Prioritized Caller Selection feature in the trunk configuration. Enabled: Configure the Edge to pass the original caller’s info as the ANI when calling the remote station leg. For more information, see External trunk settings and Use the Prioritized caller ID locations feature to configure caller ID information.
Persistent Connection Settings	When the persistent connection feature is disabled, Genesys Cloud must create a connection for every call. When you enable the persistent connection feature and set a timeout value, you improve Genesys Cloud’s ability to process subsequent calls. More specifically, calls that come in while the connection is still active, are handled more efficiently because they can immediately use the existing connection. Note: While remote phones support the persistent connection feature, they do not support the auto answer feature.
Persistent Connection	Disabled (Default): Do not use persistent connection feature. Enabled: Turn on persistent connection feature.
Persistent Connection Timeout	Sets the amount of time, in seconds, that the open connection can remain idle before Genesys Cloud automatically closes it.

CustomClick to expand

Setting	Description
Property Name	The name to assign to the custom property.
Data Type	The data type for the custom property.
Value	The value to assign the custom property.

MediaClick to expand

Setting	Description
Recording Settings
Record calls on this phone	Use this check box to enable or disable recording. The default setting is disabled.
Level the volume on both sides of the conversation	Use this check box to enable or disable automatic level control for the recordings. The default setting is disabled.
Audio Format/Codec	Use this list to select the audio codec to use for recording. The available choices are: G726-32 GSM L16 (Uncompressed Linear 16-bit PCM) Opus PCMA (G.711 A-law) PCMU (G.711 u-law) Truespeech
Dual channel	Use this check box to enable or disable dual channel recording. The Dual channel setting is only available if you select one of the following audio formats: PCMU (G.711 u-law) PCMA (G.711 A-law) L16 (Uncompressed Linear 16-bit PCM) Opus When you enable the Dual channel setting, the system saves each channel of the recording in a separate stream. The system uses audio channel 0 to save the recording connected to the phone and audio channel 1 to save the recording connected to the other party. The default setting is enabled.

To use the custom base settings, click Save Base Settings.

Once you have created base settings for a remote phone, you can .

Create base settings for a remote phone

Base Phone tab

Customize the base settings

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Create base settings for a remote phone

Base Phone tab

Customize the base settings

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