About telephony

AI-generated summary

Genesys Cloud provides a comprehensive telephony system designed for administrators to configure communications infrastructure across multiple deployment scenarios. The platform offers three flexible connection options: Genesys Cloud Voice (a complete solution with Genesys-provided telephony service), Bring Your Own Carrier (BYOC) options for third-party device interoperability, and hybrid media capabilities. The architecture supports Global Media Fabric and global telephony settings to accommodate diverse organizational needs. Core telephony components include trunks that connect communication services to Genesys Cloud connection options, sites that define telephony properties and routing rules, managed SIP phone configuration, extension pools, and extension assignments. Administrative functions encompass DID and toll-free number management, extension configuration, certificate authority management for digital identification and encryption, and firewall port and service specifications. The platform supports BYOC deployment options for both cloud and premises environments, enabling organizations to integrate existing infrastructure. Phone management capabilities and global telephony settings provide centralized control over communications infrastructure. A significant deprecation notice indicates that Genesys Cloud BYOC Premises – Genesys Hardware Solution will reach End of Support on December 1, 2026, requiring administrators to evaluate and plan for alternative solutions in advance of this timeline. The documentation includes a feedback mechanism that allows users across multiple roles—including agents, administrators, developers, engineers, partners, supervisors, and support personnel—to report issues such as inaccurate or incomplete information, outdated content, or clarity concerns. Related documentation resources are available to support telephony setup and configuration implementation.

Deprecation Announcement: On March 1, 2025, Genesys announced that it will end support for the Genesys Cloud BYOC Premises – Genesys Hardware Solution effective December 1, 2026. This date marks the End of Support (EOS). For more information, see .

Telephony is the set of features that administrators use to set up Genesys Cloud communications. Genesys Cloud offers three telephony connection options to provide convenience and flexibility. Simplify your implementation by using Genesys Cloud Voice, a comprehensive contact center solution that includes telephony service provided by Genesys. For additional interoperability between Genesys Cloud and third-party devices, or to retain your existing carrier service, choose a Bring Your Own Carrier (BYOC) option.

General

General information related to the telephony topic.

Telephony connection options

Genesys Cloud telephony connection options provide convenience and flexibility.

Trunks

A trunk connects a communication service to a Genesys Cloud telephony connection option and facilitates point-to-point communication.

About trunks

Sites

A site is the home of a set of phones. The site defines the telephony properties, for example the country code or area code, for dialing in addition to the call classification rules and outbound routing rules.

About Sites

Phone management

Genesys Cloud manages a wide variety of SIP phones. Administrators set base settings for the phones or change the settings for individual phones using Genesys Cloud.

Certificate Authorities

Authorized Services manages the digital certificate files issued by a Certificate Authority (CA). This process ensures the identification of a trusted authority through encryption.

DID numbers

Administrators add a single or a range of DID numbers associated with the organization’s service provider. You can also assign toll-free numbers.

Extensions

Administrators can add a single extension or a range of extension numbers associated with the organization.

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