Create a site under BYOC Cloud

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Genesys Cloud enables site creation under BYOC Cloud through a structured configuration process requiring Telephony Admin role permissions. Users must select a Media Model setting during site configuration, with Cloud selected for BYOC Cloud or Genesys Cloud Voice telephony connections; this selection cannot be changed after site creation. The site creation workflow involves accessing the Digital and Telephony menu, entering a site name, selecting an available location, choosing a time zone, and confirming the Cloud media model. creation, the Edit Site page provides four tabs—General, Number Plans, Outbound Routes, and Simulate Call—for comprehensive configuration. On the General tab, administrators enter a site description, optionally designate the site as default, configure media regions and Relay/TURN Behavior for WebRTC usage, and establish outbound calling parameters including Caller Address in E.164 format and Caller Name for caller ID information. Genesys Cloud applies the Prioritized Caller Selection feature to determine which caller ID information displays for outbound calls. Related configuration tasks include adding number plans, creating outbound routes, and testing destination phone numbers through the call simulator. Note that locations must be pre-configured as available for sites before use, and timezone changes are noted for British Columbia and Alberta transitioning to Permanent Daylight Saving Time effective November 1, 2026

PrerequisitesClick to expand

Coming November 1, 2026: British Columbia, Alberta, Manitoba, and the Northwest Territories adopted permanent Daylight Saving Time. This change means that the time in these regions will no longer fall back in November.

For more information, see What time zone should I select for Canadian provinces that adopted permanent Daylight Saving Time on November 1, 2026?

When you configure a site, you must choose a Media Model setting. If you are using the BYOC Cloud or the Genesys Cloud Voice telephony connection option, you select Cloud as your media model. If you are using the BYOC Premises telephony connection option, you select Premises as your media model. For more information, see Telephony connection options overview.

Warning: You can not change the media model after you create the site.

Note: Not all locations can be used for sites. Locations do not appear unless you configure the location as available for sites. To configure availability and a default ANI for the location, complete the procedure.

Create a site

Click Menu > Digital and Telephony > Telephony > Sites.
Click Create New.
Type a name in the Site Name box.
From the Location list, select a location for your site.
From the Time Zone list, select your time zone.
Under Media Model, select Cloud.
Click Create Site.

Configure a site

After you click Create Site, the Edit Site page appears. You’ll see that it contains four tabs titled General, Number Plans, Outbound Routes, and Simulate Call. You’ll continue the initial site configuration on the General tab. For details on the settings and features on the other tabs, see the Related tasks section of this article.

At the top of the General tab, enter a Description.
If this site is your initial site, then in the site information panel, click Make this Site my default Site.
Note: You can only set one site as the default site. If you are creating more sites, then do not select Make this Site my default Site until you create all the sites you need.
Choose media regions and specify a Relay/TURN Behavior.
- If you are using WebRTC, you need to select a set of media regions and specify a Relay/TURN Behavior. For more information, see Configure your site for Global Media Fabric and Use the Relay/TURN Behavior feature.
Configure Outbound Calling.
- In the Caller Address box, enter the telephone number that you want to appear in the caller ID information for outbound calls. Enter this number in E.164 format, which includes the plus sign (+) and the country code.
- In the Caller Name box, enter the name that you want to appear in the caller ID information for outbound calls.
  Note: While you can enter Caller ID and Caller Name information here, Genesys Cloud uses the Prioritized Caller Selection feature to specify which caller ID information to use for outbound calls. For more information, see Use the Prioritized Caller Selection feature to configure caller ID information.
Click Save Site.

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Create a site under BYOC Cloud

Create a site

Configure a site

Related tasks

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