Genesys Cloud - Agent - Select a Phone

Select a Phone (Genesys Cloud)

Summary

The Select a Phone feature in Genesys Cloud allows agents to choose the device or endpoint they will use to handle voice interactions during their session. Before making or receiving calls, agents must select a phone type such as WebRTC phone, desk phone, or remote phone from the phone selector in the Calls panel.

Selecting the correct phone ensures that voice interactions are routed to the appropriate device and that the agent can properly manage inbound and outbound calls.

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Utilization

Use Case	Description
Agent starting shift	Agent selects a phone device before handling calls
Remote work environment	Agent chooses WebRTC phone for browser-based calling
Desk phone users	Agent selects assigned physical phone
Temporary workstation usage	Agent selects a different phone depending on location
Call routing readiness	System requires a phone selection to route voice interactions

Selecting a phone ensures that Genesys Cloud knows where to deliver voice interactions for that agent session.

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Best Practices

Practice	Reason
Select a phone before changing status to Available	Ensures the agent can receive ACD calls
Verify audio devices when using WebRTC	Prevents call audio issues
Use the correct assigned phone	Avoids routing calls to the wrong device
Confirm phone selection at login	Prevents missed interactions
Recheck phone selection if switching workstations	Ensures calls are routed correctly
Test the phone device if issues occur	Helps validate microphone and speaker functionality

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Example Scenarios

Scenario 1 – Agent Starting Workday

Agent logs into Genesys Cloud
        ↓
Agent opens Calls panel
        ↓
Agent selects assigned phone
        ↓
Agent changes status to Available
        ↓
System begins routing voice interactions

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Scenario 2 – Remote Agent Using WebRTC

Agent logs in from home workstation
        ↓
Agent selects WebRTC phone
        ↓
Agent verifies headset and microphone
        ↓
Agent begins receiving calls

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Scenario 3 – Switching Workstations

Agent logs into Genesys Cloud on a different workstation
        ↓
Agent opens phone selector
        ↓
Agent selects the appropriate phone
        ↓
Agent resumes handling calls

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Key Benefits

Benefit	Explanation
Proper call routing	Ensures calls reach the correct device
Flexible endpoint usage	Agents can choose between WebRTC, desk phones, or remote phones
Supports remote and hybrid work	Enables browser-based calling from any workstation
Reduces call handling issues	Correct phone selection prevents missed or misrouted calls
Improves operational readiness	Agents can quickly prepare to receive interactions