Change PureCloud Softphone settings - Genesys Cloud Resource Center
Change PureCloud Softphone settings
AI-generated summary
Genesys Cloud's PureCloud Softphone provides configurable options through a right-click taskbar menu that enables users to customize their communication experience based on individual preferences and network environments. Key configurable settings include incoming call alerting options (ringing and pop-up notifications), audio configuration for headset selection, automatic launch on startup, and network adapter selection for systems with multiple connections such as VPN and standard network adapters. Users should be aware that enabling alerting when making calls through the Calls pane will mute default ringtones in favor of Genesys Cloud client ringtones. On systems with persistent connections enabled, the dialpad alerts only during initial call setup, with subsequent calls remaining silent until the persistent connection times out. The ipconfig command can assist users in identifying correct IP address associations when selecting appropriate network adapters. Currently, language configuration is not available as a customizable option.
Genesys Cloud offers comprehensive documentation and support resources to assist users with platform features and functionality. The support infrastructure includes a feedback mechanism that allows users to rate article helpfulness and provide specific reasons for their assessments, covering dimensions such as accuracy, clarity, relevance, and user interface considerations. Users can identify their organizational role—including Agent, Administrator, Developer/Engineer, Partner, Supervisor, or Support—to receive tailored assistance. The documentation references related topics including PureCloud Softphone capabilities, phone management features, WebRTC phone configuration, ringtone customization, softphone startup procedures, and WebRTC phone settings testing. For users unable to locate answers through documentation resources, community support options are available. The feedback process incorporates acknowledgment of Genesys Cloud's privacy policy to ensure compliance with data handling requirements during user interactions.
You can change PureCloud Softphone settings for alerting, audio configuration, launch at startup, and network adapter as needed.
Right-click the PureCloud Softphone icon in the taskbar notification area.
If you are making calls with the PureCloud Softphone in the Calls pane, do not select any alerting options. Doing so will essentially mute the default PureCloud Softphone ringtone and allow you to use the Genesys Cloud client ringtones. For more information, see Set Genesys Cloud sound preferences.
Note: If you enable a persistent connection on a PureCloud Softphone station, then the dialpad only alerts for the first call (the persistent connection setup). Subsequent calls, until the persistent connection times out, do not pop the dialpad in the PureCloud Softphone UI.
If you are using the PureCloud Softphone dialpad to make calls with your PureCloud Softphone, for example, if you lost your connection to Genesys Cloud, select the option(s) be alerted for incoming calls by ringing and/or popping the dial pad.
If you choose not to launch the PureCloud Softphone at startup, uncheck the option.
This option is not currently configurable.
If you have more than one network adapter available on your machine, for example, a VPN connection as well as a network connection, select the appropriate option.
Note: To assist in selecting the correct network adapter, go a command line and type:
ipconfig-all
for a list of IP’s and their associations. If you are unsure which IP address is associated with your VPN, you can find it in this list and based on that, choose the correct network adapter.