Genesys Cloud CX

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  • 1.  Is there a document showing how a phone connects to Genesys cloud?

    Posted 01-05-2022 19:02
    I have Polycom desk phone that is not registering even after doing a factory reset. The DHCP scope is set correctly on the LAN side.  I found some documentation on the Genesys Resource Center about phone management but nothing illustrating how a IP/SIP phone registers to the Genesys environment.

    Is there such document?
    #SIP/VolP
    #SystemAdministration
    #Telephony

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    Jean Lam
    Bridgecrest Acceptance Corporation
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  • 2.  RE: Is there a document showing how a phone connects to Genesys cloud?

    Posted 01-05-2022 23:40
    Hi Jean

    One of the first things to check is which Edge interface you've associated your SIP phone trunk with and made sure that's what you've specified in your DHCP scope.  Then check what you've configured in the actual phone/line stuff.  You'll see another thread on this community about it being somewhat flakey, but I did eventually get a SIP soft client (Bria and Zoiper) working.

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    Vaun McCarthy
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  • 3.  RE: Is there a document showing how a phone connects to Genesys cloud?

    Posted 01-10-2022 13:55
    Does a IP/SIP phone follow the normal boot up and registration process such as jumping on the voice VLAN, getting IP address from the DHCP server and downloading the firmware update?  Which part does Genesys get involved and how does Genesys communicate with the phone to establish the voice path?

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    Jean Lam
    Bridgecrest Acceptance Corporation
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  • 4.  RE: Is there a document showing how a phone connects to Genesys cloud?

    Posted 01-06-2022 02:51
    The other thing you can do is to get pcap trace files from your SIP phone trunk and check if it's actually seeing these REGISTER requests.

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    Vaun McCarthy
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  • 5.  RE: Is there a document showing how a phone connects to Genesys cloud?

    Posted 01-06-2022 14:42
    I would also be interested in that document if it exists.

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    Jason Lorden
    Independent Health Association, Inc.
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