Select a phone

AI-generated summary

Genesys Cloud enables users to select and manage phones through the Calls panel or User Settings to facilitate outbound and inbound call operations. Phone numbers must be in full E.164 format, as extension-only numbers are not supported. Users can locate and assign phones by navigating to Calls > Phone Details > Select Phone and searching by phone name, with deselection also available through the Phone Details menu. Three specific permissions are required for phone management: Conversation > Call > Add, Telephony > selfStationAssociation > view and edit, and Telephony > station > disassociateSelf. Key operational constraints include routing all incoming calls to the admin-assigned primary number regardless of user phone selection, and a red Calls icon indicator that appears until a phone is selected or when a selected phone becomes disassociated from the user account. The Phone Details panel provides a "Your device for calls" section where users can designate or remove their device from the available list. The platform supports multiple phone configuration options, including PureCloud Softphone, Genesys Cloud CX Utility phone selection, and WebRTC phone setup. Administrators can leverage phone selection features to ensure agents maintain appropriate queue status and operational readiness, with administrative controls available to place agents off queue when they deselect their phone. Related features include language and text-to-speech engine selection for flows, with additional documentation available regarding agent queue behavior when phones are deselected.

PrerequisitesClick to expand

To make and receive calls, select a phone from the Calls panel. You can also select and change your phone from User settings.

Notes:

You can specify a non-E.164 number as your primary voice number; however, if you also add an E.164 compliant number to your profile, Genesys Cloud uses the E.164 compliant number when others call you.
Genesys Cloud does not support extension-only numbers.
If you choose a different primary number on your profile than the work number assigned to you by an administrator, then incoming calls do not go to your selected phone. Incoming calls instead go to your primary number. You still use your selected phone to place outbound calls.

When you initially log in to Genesys Cloud for the first time, you do not have a selected phone. To indicate that you do not have a selected phone, Calls appears red to prompt you to select a phone. Similarly, if your selected phone becomes disassociated, Calls appears red.

To select a phone, do the following:

From the Menu bar, click Calls . The Calls panel appears.
In the Calls panel, click Phone Details . The Phone Details panel opens.
Under, Your device for calls, click Select phone .
Begin to type the phone name in the Search box and select it from the list of suggestions.
(Optional) To cancel a phone selection, to the right of the phone name, click Menu down and click Deselect Phone.

Notes:

If you do not know which phone to select or do not see your phone, contact your administrator.
For more information about how an administrator sets up phones, see Phones overview.

Deselect a phone

If you do not need to make or receive calls, you can deselect your phone.

To deselect a phone, do the following:

From the sidebar, click Calls . The Calls panel appears.
From the Menu bar, click Calls . The Calls panel appears.
In the Calls panel, click Phone Details . The Phone Details panel opens.
Under Your device for calls, click Select phone .
From the list, click Deselect Phone.

Note: If you are an agent, your admin can make sure that you have a selected phone to go on queue. For more information, see

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Select a phone

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