Sites

What Is a Site?

A site is the home of a set of phones. It defines the telephony dialing properties, call classification rules, and outbound routing rules for the phones assigned to it. Every phone in Genesys Cloud belongs to a site, and the site determines where calls go and how numbers are interpreted.

Sites are used across all telephony deployment models: BYOC Cloud, Genesys Cloud Voice, and BYOC Premises.

⚠️ The Media Model (Cloud or Premises) cannot be changed after site creation. Choose carefully.

Site Tabs

Tab	Purpose
General	Description, default site toggle, media regions, Relay/TURN behavior, outbound caller ID
Number Plans	Classify and normalize dialed numbers; default plans provided; max 200 per site
Outbound Routes	Route calls to external trunks; Sequential or Random distribution
Simulate Call	Validate routing configuration without placing an actual call

Task	Path
Open sites	`Admin → Telephony → Sites`
Create site	Sites → Create New
Configure General settings	Sites → [Site] → General
Add number plans	Sites → [Site] → Number Plans
Create outbound route	Sites → [Site] → Outbound Routes
Run call simulator	Sites → [Site] → Simulate Call

Creating a Site — Field Reference

Create Form

Field	Description	Notes
Site Name	Unique name for the site	Required
Location	Location assigned to the site	Only locations marked as available for sites appear; required
Time Zone	Time zone for the site	Required
Media Model	Cloud or Premises	Cannot be changed after creation

General Tab

Field	Description	Notes
Description	Free-text description	Optional
Make this Site my default Site	Sets org-wide default	Only one default site allowed
Media Regions	Select media regions for WebRTC / Global Media Fabric	Relevant for WebRTC deployments
Relay/TURN Behavior	Controls TURN relay region selection for WebRTC calls	Two options: Any media region set on this site / Lowest latency via Geo-Lookup
Caller Address	Outbound caller number	Must be in E.164 format
Caller Name	Outbound caller name	Text

Number Plans Tab

Genesys provides default number plans. Custom plans can be added to control what users can dial and how numbers are normalized before route selection. Maximum of 200 number plans per site.

Outbound Routes Tab

Field	Description
Route Name	Name for the outbound route
Classification	Number plan classification this route handles
External Trunk(s)	One or more trunks the route uses
Distribution	Sequential (ordered failover) or Random (load distribution)
State	Enable/disable the route

Simulate Call Tab

Enter a destination number or SIP address and click Simulate. The tool validates:

Number normalization

Number plan classification

Outbound route selection

Trunk settings

In-service Edges (BYOC Premises)

Destination site

ℹ️ Simulate Call validates configuration but does not place an actual call.

Media Model Selection

Deployment	Media Model
BYOC Cloud	Cloud
Genesys Cloud Voice	Cloud
BYOC Premises	Premises

Step-by-Step: Create a Site

Step	Action
Step 1	Navigate to `Admin → Telephony → Sites`
Step 2	Click Create New
Step 3	Enter Site Name, select Location, Time Zone, and Media Model
Step 4	Click Create Site
Step 5	On General, add description and optionally set as default site
Step 6	Configure Caller Address (E.164) and Caller Name
Step 7	Configure Media Regions and Relay/TURN Behavior if using WebRTC
Step 8	Add number plans on Number Plans tab
Step 9	Create one or more outbound routes on Outbound Routes tab
Step 10	Run Simulate Call to validate routing before going live

Key Constraints

Constraint	Detail
Media Model	Cannot be changed after creation
Location availability	Only locations marked available for sites appear in the selector
Default site	Only one site can be the default
Number plans per site	Maximum 200
Caller Address format	Must be E.164 (e.g. +528181234567)

Troubleshooting

Issue	Cause	Resolution
Location not visible in selector	Location not marked as available for sites	Update the location setting
Caller ID not displaying correctly	Caller Address not in E.164 or overridden by Prioritized Caller Selection	Recheck format and caller selection config
Calls not routing	Number plan or outbound route mismatch	Use Simulate Call to trace normalization, classification, and route selection
No route selected	Route disabled or no matching classification	Verify route state, classification, and selected trunks
Simulator shows failure	Site, trunk, Edge, or destination settings incomplete	Review each simulator output field in order

Quick Reference

Question	Answer
What is a Site?	The home of a set of phones; defines classification, routing, and dialing rules
What are the four tabs?	General, Number Plans, Outbound Routes, Simulate Call
What media models exist?	Cloud and Premises
Can you change the media model later?	No
What does Simulate Call do?	Validates routing config without placing a real call
What distribution patterns exist for outbound routes?	Sequential and Random
What format must Caller Address use?	E.164

Naming Convention

Resource	Example
Cloud site	`MTY_Main_Cloud`
Premises site	`MTY_Branch_Prem`
Outbound route	`PSTN_Main`
Number plan	`MX_National_Dialing`

Pattern: <Location>_<Purpose>_<MediaModel>