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