# Genesys Cloud - Agent - Select a Phone

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## 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.

---

## 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**.

---

## 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 |

---

## Example Scenarios

### Scenario 1 – Agent Starting Workday

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

---

### Scenario 2 – Remote Agent Using WebRTC

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

---

### Scenario 3 – Switching Workstations

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

---

## 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              |

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