FAQs: Phones

No. Genesys Cloud does not support faxing to a group.

No. If you use BYOC Cloud or Genesys Cloud Voice, when you create phones, do not select the PureCloud Voice – AWS site. This site is a managed site created by Genesys Cloud as a placeholder during the initial activation of BYOC Cloud or Genesys Cloud Voice. This site serves no other purpose. In fact, you cannot view it it nor configure it for use by your phones.

Yes, to some extent. To imitate many features of follow me behavior, use Genesys Cloud call forwarding to specify a series of phone numbers to forward your calls to. This article describes the two ways that you can use to configure the numbers and the order for Genesys Cloud to forward your calls to follow you.

Yes. Under certain circumstances, such as working with SCIM clients, you may need to add a non-E.164 number to support call transfers across phone trunks to external platforms, such as Microsoft Teams, Zoom Phone, and others. To do so, you can use Azure, Active Directory, or SCIM to populate the Other Phone field on a user profile with a non-E.164 number.

For more information, see Configure the Microsoft Teams integration or Configure the Zoom Phone integration.

No. Genesys decided to exit the hardware resale business and no longer sells BYOC Premises Edge devices or phones. Genesys now has a partnership with Arrow Electronics through which customers and partners can purchase BYOC Premises Edge devices built on the HPE and AdvanTech platforms as well as IP phones from AudioCodes and Poly. To view the available hardware products, visit the Genesys/Arrow Electronics page.
 
For more information, see the FAQ section of the End of Sale Advisory Genesys Hardware products all Genesys Platform document.

Yes, you can use a CSV file to import phone configurations into Genesys Cloud. For detailed instructions on how to do so, see the Import phones article.

Yes, but only if the call is directed to a DID or Extension number on a standalone station or if the station is a part of a group phone number. For more information, see Configure a group phone number.

Please contact your Genesys Cloud sales team (direct or partner) for new hardware orders. If you have questions contact genesyshardware@genesys.com

Yes. The procedure involves muting the PureCloud Softphone’s default ringtone and then using Ringtones setting in the Genesys Cloud client.

To do so:

1. Right-click the PureCloud Softphone icon in the taskbar notification area.
2. Click Options on the PureCloud Softphone menu.
3. Click Alerting.
4. Clear the Play ringing on alerting call check box. For more information, see Change PureCloud Softphone settings.
5. Click OK.
6. Follow the instructions in Set Genesys Cloud sound preferences to select a ringtone.

Yes. For more information, see Set Genesys Cloud sound preferences.