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 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 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 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 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 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 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