# Phone Management

| Section | Description |
|---|---|
| Feature Area | Telephony Infrastructure |
| Navigation | `Admin → Telephony → Phone Management` |
| Alt Navigation | `Menu → Digital and Telephony → Telephony → Phone Management` |
| Primary Function | Configure, provision, and manage the physical and software phones used by agents to make and receive calls |

Genesys Cloud supports multiple phone types. Phone Management is where administrators create phone records, assign base settings, connect phones to sites, and manage provisioning.

---

## Study Notes

| Topic | Explanation |
|---|---|
| Phone Management | Admin area for creating and managing phone configurations — assigns phones to users and sites |
| Base Settings | A reusable configuration profile applied to phones — defines codec, DTMF method, TLS settings, Quality of Service, and more |
| Site | A logical grouping of telephony resources (trunks, number plans, outbound routes) — phones are assigned to a site |
| Provisioning | The process of automatically delivering a phone's configuration from Genesys Cloud to the physical device |
| Zero Touch Provisioning (ZTP) | Managed phones can self-configure by contacting the Genesys provisioning server on first boot |
| Hardware ID | The identifier used to associate a phone record with a physical device (e.g., MAC address for hardware phones, FQDN for softphones) |
| Line Keys | Configurable buttons on a hardware phone — can be assigned to speed dial, BLF (Busy Lamp Field), or line registrations |
| HELD | HTTP-Enabled Location Delivery — protocol allowing Poly phones to retrieve precise location from a LIS server for E911 accuracy |

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## Four Phone Categories

| Category | Description | Configuration | Use Case |
|---|---|---|---|
| **Managed** | Genesys Cloud controls the full configuration — provisioned via HTTPS with TLS and redundancy | Configured entirely in Genesys Cloud via Phone Management and Base Settings | Hardware desk phones (Poly VVX, Poly Edge E, AudioCodes) |
| **Unmanaged** | Phone registers with Genesys Cloud but is configured externally | Only basic SIP connection info in Genesys Cloud; uses a generic SIP base settings profile | Any SIP-compliant device; FXS analog adapters |
| **WebRTC** | Browser-based softphone — no hardware or separate software required | Enabled per-user; headset connected to computer | Agents working in browser; remote workers |
| **Remote** | An external phone number or SIP address (e.g., cell phone) | Configured as a remote number — calls are bridged to the remote device when an interaction is accepted | Mobile workers; home phones; non-networked devices |

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## Managed vs Unmanaged — Key Differences

| Attribute | Managed | Unmanaged |
|---|---|---|
| Configuration source | Genesys Cloud (provisioned via HTTPS) | External to Genesys Cloud |
| Default base settings profiles | Yes — Genesys provides model-specific defaults | No — uses generic SIP profile |
| TLS / SRTP | Automatic via provisioning | Possible but requires manual configuration |
| Redundancy (primary + secondary SIP) | Automatic | Possible but not automatic |
| Mutual authentication (Genesys Cloud Voice) | Standard | Not supported |
| ZTP support | Yes | No |
| Examples | Poly Edge E, Poly VVX, AudioCodes | Generic SIP devices, FXS adapters |

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## WebRTC Phones

| Attribute | Detail |
|---|---|
| No hardware required | Runs entirely in the browser |
| No software download | Built into Genesys Cloud web app |
| Setup | Enable WebRTC phone per user; connect a headset |
| Creates a dedicated phone line | Provisioning a WebRTC phone creates a specific phone line for that user |
| Recommended for | Remote workers, browser-first environments |

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## Remote Phones

| Attribute | Detail |
|---|---|
| What it is | An external phone number or SIP address used to connect a user to Genesys Cloud calls |
| How it works | When a call is placed/answered in the browser, Genesys Cloud calls the remote number to bridge the connection |
| Routing | Follows the site's numbering plans and outbound routes |
| Typical use | Mobile workers, agents who use personal cell phones |

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## Navigation and Configuration

| Task | Path |
|---|---|
| Open Phone Management | `Admin → Telephony → Phone Management` |
| View/manage phones | Phone Management → **Phones** tab |
| View/manage base settings | Phone Management → **Base Settings** tab |
| Add a phone | Phone Management → Phones → **Add Phone** |
| Assign base settings to a phone | Select phone → choose Base Settings profile |
| Assign phone to a site | Select phone → choose Site |
| Restart a phone | Phone Management → select phone → Restart |
| Log out a phone | Phone Management → select phone → Log Out |
| Migrate base settings | Phone Management → select phones → Migrate Base Settings |

---

## Base Settings

Base Settings are reusable configuration templates applied to one or more phones of the same model. They define:

| Setting Category | Examples |
|---|---|
| General | Dynamic Reload (auto-updates without manual restart) |
| Media / Quality of Service | DSCP value for RTP packets; RTP Audio Port Start Range (default 4000; range 1024–65,535) |
| Codecs | Preferred codec list (MIME format, priority-ordered) |
| DTMF | RTP Events (out-of-band, RFC 4733 — default) or In-band Audio; payload type 96–127 for RTP Events |
| Security | TLS certificate authority selection; mutual authentication |
| Provisioning | Firmware version; firmware update settings |
| E911 / HELD | Enable HELD; provide LIS URL and Emergency Routing Service Account ID (for Poly VVX, CCX, Edge E) |

---

## Managed Phone Provisioning Process

```
Phone powers on
        ↓
Phone contacts Genesys Cloud provisioning server (HTTPS)
        ↓
Genesys Cloud delivers configuration (base settings, line keys, TLS certs, SIP credentials)
        ↓
Phone registers with Genesys Cloud SIP infrastructure
        ↓
Phone is ready — appears as Online in Phone Management
```

---

## Supported Managed Phone Brands (Examples)

| Brand | Example Models |
|---|---|
| Poly (formerly Polycom) | Poly Edge E Series (E100/E220/E300/E320/E350/E400/E450/E500/E550) · VVX Series · SoundPoint IP · SoundStation |
| AudioCodes | Various models (note: some AudioCodes models are incompatible with Genesys Cloud Voice/BYOC Cloud) |
| Spectralink | 84-Series (incompatible with Genesys Cloud Voice/BYOC Cloud) |

> **Compatibility note:** Most managed phones are compatible with Genesys Cloud Voice and BYOC Cloud. Some AudioCodes models and certain older SoundPoint models are incompatible — refer to the Genesys Cloud Voice / BYOC Cloud compatible phones matrix before purchasing.

---

## Phone Management Operations

| Operation | Description |
|---|---|
| Add Phone | Create a new phone record; assign name, base settings, site, and hardware ID |
| Import Phones | Bulk import via CSV |
| Restart Phone | Sends a restart command to the managed phone over the network |
| Log Out Phone | Logs the user off the phone remotely |
| Migrate Base Settings | Move phones to a different base settings profile (e.g., after a model upgrade) |
| Edit Phone | Change name, base settings, site assignment, line key configuration |
| Check Status | View online/offline status for each phone |
| Filter | Filter phone list by site, base settings, status, or name |

---

## Permissions

| Permission | Purpose |
|---|---|
| `Telephony > Plugin > All` | Full access to telephony admin including Phone Management |
| `Telephony > SitesManagedPhones > View/Add/Edit/Delete` | Phone-specific permissions |

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## Key Takeaways

| Topic | Summary |
|---|---|
| Phone categories | Managed · Unmanaged · WebRTC · Remote |
| Managed phones | Fully provisioned by Genesys Cloud via HTTPS — TLS, redundancy, ZTP automatic |
| Unmanaged phones | Configured externally; only SIP registration info in Genesys Cloud; uses generic profile |
| WebRTC | Browser-based; no hardware; headset required; per-user enablement |
| Remote | External number (cell phone, SIP address) bridged to calls |
| Base Settings | Reusable profile — codec, DTMF, TLS, QoS, firmware, HELD |
| Navigation | `Admin → Telephony → Phone Management` |
| Phones tab | Manage individual phone records |
| Base Settings tab | Manage configuration templates |