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Important Note: Secure Pause is only available to agents using a Genesys Cloud phone. Agents using a remote station or phone number should not use Secure Pause. How to Use Secure Pause Access Call...

Introduction to Genesys Cloud for Agents Learn how to perform basic daily tasks, including logging in, navigating the Genesys Cloud interface, answering calls, muting and holding calls, performing ...

Overview A Genesys Cloud call or interaction may occasionally become stuck, often referred to as a "ghost call." You can clear these interactions by following the steps below: Step 1: Make sure you...

Overview Step 1: Access your group in Genesys Cloud and click the "Edit" button. The Edit button is at the top of the group page, to the left of the Enable Calls toggle. Step 2: Reset the greeting ...

Overview Step 1: Open the group that you would like to add a member to. Step 2: Navigate to "Directory" > "My Organization". Directory is a drop-down in the top navigation bar (between Activity and...

Customer Specific Phone Number Purchase Procedure (Bandwidth) Purchase through Bandwidth: All customer-specific phone numbers must be initially purchased via the Bandwidth platform. Port-In Re...

Access the Portal Log In: Go to the Okta dashboard and access the portal where you can manage bandwidth and billing details. On the Okta dashboard, open the tile labeled Bandwidth Dashboard. Ge...

Launching Amazon Connect Access Amazon Connect Launch Amazon Connect from Okta Microphone Access Allow microphone access if prompted. Set Status Change your status to "Available" to start rece...

Your default phone will be automatically selected: FirstName LastName WebRTC. You can use any USB headset connected to your computer to start communicating. Troubleshooting By default, all users wi...

If you are an external user, please ensure that you log into https://phtech.okta.com before proceeding. Click here for instructions on how to log into Okta. 1. Launch the Genesys Cloud App Click t...