Ok. That advice sounds like it is tracking down why phones are not registering or coming online properly.
I asked about the Free Seating because if it is turned on that allows a different agent to select the phone, even if not his or her Default Phone, which then prevents someone else (including the person assigned the phone as Default) from selecting it in the drop-down.
For what it's worth...I have multiple Polycom phones that are currently offline and not plugged in, yet they still show in the list to choose from.
@Robert Wakefield-Carl your thoughts? You've probably run into this behavior a few times...
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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
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Original Message:
Sent: 10-08-2025 15:27
From: Yvonne Martinez
Subject: Agents not able to find phone in drop down
Thank you, I have shared with our IT department. Below is a response from IT. Please share with me if this the right track.
FYI, working on an ECAC to install newer firmware on the desk phones. The team is troubleshooting an issue with phones that started yesterday where some ACD staff phones, are not showing up in the drop down list in Genesys to select. TTEC support has suggested 2 possible fixes.
- If the keep-alive are not set on the phone, get them set. Most already have this but there have been we come across that did not have the setting configured.
- TTEC has suggested installing a newer firmware version.
These changes are implemented by rebooting the phone in the evening and it takes the phone down for 3-5 minutes.
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Yvonne Martinez
AVP, Contact Center
Rally Credit Union
Corpus Christi TX
Original Message:
Sent: 10-08-2025 15:04
From: George Ganahl
Subject: Agents not able to find phone in drop down
Is Free Seating turned on, perhaps?
https://help.mypurecloud.com/articles/free-seating-and-phones/
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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
Original Message:
Sent: 10-08-2025 14:03
From: Yvonne Martinez
Subject: Agents not able to find phone in drop down
Physical phones, Polycom
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Yvonne Martinez
AVP, Contact Center
Rally Credit Union
Corpus Christi TX
Original Message:
Sent: 10-08-2025 13:35
From: George Ganahl
Subject: Agents not able to find phone in drop down
Definitely odd...I've not heard anyone else mention it.
What types of phones are involved? All WebRTC?
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George Ganahl GCCX-AI, GCP, GCSME
Technical Adoption Champion
Genesys
2024 Community Member of the Year
Original Message:
Sent: 10-08-2025 11:24
From: Yvonne Martinez
Subject: Agents not able to find phone in drop down
Yes. Prior to a few weeks ago, agents didn't have this issue.
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Yvonne Martinez
AVP, Contact Center
Rally Credit Union
Corpus Christi TX
Original Message:
Sent: 10-08-2025 10:58
From: Morris Mbae
Subject: Agents not able to find phone in drop down
Hi Yvonne,
Have you assigned the specific phones to users under "Phone Management"?
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Morris Mbae
Original Message:
Sent: 10-08-2025 10:38
From: Yvonne Martinez
Subject: Agents not able to find phone in drop down
Good morning, for the past few weeks our agents have been having issues with locating their phone in the drop down when logging in. Our IT department is stating this is a Genesys issue. Is anyone able to confirm? Are any of you seeing this issue?
#Telephony
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Yvonne Martinez
AVP, Contact Center
Rally Credit Union
Corpus Christi TX
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