State of Wisconsin Department of Health Services

Genesys Cloud CX

Release 25-01 April 9, 2024

2.4 Select or Change Phone

(Video instructions available: Forgotten Credentials)

The first time a user logs in to Genesys, they must select a phone before making or receiving calls. Users can choose between using an external phone line designated and set up with their Genesys Cloud account, or a WebRTC phone. The Genesys Cloud WebRTC phone runs right from your browser rather than a physical phone. After that, the user can select from assigned phones.

To select a phone:

1. Click your profile picture.
2. Click Select Phone to display available phones.
   
3. Selecting a phone:
   1. In the search field type one of the following: first initial last name, phone number, or WebRTC. Then select your alternative phone from the list. 
   2. If the default phone is preferred select Use default phone.

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Notice: The content within this manual is the sole responsibility of the State of Wisconsin's Department of Health Services (DHS). This site will link to sites outside of DHS where appropriate. DHS is in no way responsible for the content of sites outside of DHS.

Publication Number: P-03208