Select a phone in Genesys Cloud CX Utility

AI-generated summary

Genesys Cloud CX Utility allows selecting WebRTC and non-WebRTC phone endpoints to handle inbound and outbound calls in the Genesys Cloud and Salesforce integration. When logging in for the first time, you must select a station, which is a named, addressable, logical entity that can receive and place calls. Open the Genesys Cloud CX Utility window, click the icon, and select Station from the list. Search for the station name and select it from the results. The search displays all available stations, including non-WebRTC stations.

The CX Cloud from Genesys and Salesforce integration supports both WebRTC and non-WebRTC phone endpoints for handling inbound and outbound calls. When you log in to the integration for the first time in the contact center app, you do not have a selected phone.

To make and receive voice calls, you must select a station, which is a named, addressable, and logical entity that can receive and place calls. One or more stations can reside on a phone.

Open the Genesys Cloud CX Utility window, click the icon and select Station from the list.
In the Search stations box, type the name of the station. As you type, a list of station names that matches the station name appears.
Select a station from the list and click the icon next to the selected station.
Note: The search results display all available stations.

The following screenshot is an example showing the display of non-WebRTC stations in the list:

Notes:

Ensure that you follow these procedures when you use desk phone to handle the calls:

The incoming call must appear in the Omni-Channel before you answer it on the desk phone. This sequence is necessary because the call record must be created in Salesforce before the call can be marked as connected.
Always initiate the call transfer from the Omni-Channel and not from the desk phone. This action ensures that the voice call record is created in Salesforce.

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Select a phone in Genesys Cloud CX Utility

AI-generated summary

To make and receive voice calls, you must select a station, which is a named, addressable, and logical entity that can receive and place calls. One or more stations can reside on a phone.

Open the Genesys Cloud CX Utility window, click the icon and select Station from the list.
In the Search stations box, type the name of the station. As you type, a list of station names that matches the station name appears.
Select a station from the list and click the icon next to the selected station.
Note: The search results display all available stations.

The following screenshot is an example showing the display of non-WebRTC stations in the list:

Notes:

Ensure that you follow these procedures when you use desk phone to handle the calls:

The incoming call must appear in the Omni-Channel before you answer it on the desk phone. This sequence is necessary because the call record must be created in Salesforce before the call can be marked as connected.
Always initiate the call transfer from the Omni-Channel and not from the desk phone. This action ensures that the voice call record is created in Salesforce.

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Select a phone in Genesys Cloud CX Utility

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Select a phone in Genesys Cloud CX Utility

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