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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
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