Genesys Cloud - Main

Hello all

I have question to all my fellow Genesys Cloud developers, Administrators, Technicians and Architects

Is there today any Company that have a custom Softphone for GC?,

Not the Genesys Cloud Desktop App, but a real Windows native Custom Softphone build on the GC Platform SDK\API.

Native to windows and not inside the browser.

And if there is no such thing yet, why?, why not?

According to my understanding there is no fundamental technical barrier for that.

And if one would like to build a Windows Native GC Softphone, what bottlenecks and difficulties should he anticipate?

Many thanks in advance, and best regards

Hello all

I have question to all my fellow Genesys Cloud developers, Administrators, Technicians and Architects

Is there today any Company that have a custom Softphone for GC?,

Not the Genesys Cloud Desktop App, but a real Windows native Custom Softphone build on the GC Platform SDK\API.

Native to windows and not inside the browser.

And if there is no such thing yet, why?, why not?

According to my understanding there is no fundamental technical barrier for that.

And if one would like to build a Windows Native GC Softphone, what bottlenecks and difficulties should he anticipate?

Many thanks in advance, and best regards

The main bottleneck is getting the phone provisioned/registered for use with Genesys Cloud. 

You cannot use the Genesys Cloud Softphone (installable app) with BYOC-Cloud or Genesys Cloud Voice because it cannot register/provision with AWS Edges.

Same for any other standalone softphone installed in Windows.

If you want to use such an app, it needs to provision on its own and operate as a Remote phone in Genesys Cloud, so it has to run through a different provider for the registration side.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 05-31-2025 12:56
From: Shahar Leonard
Subject: Custome Softphone for Genesys Cloud

Hello all

I have question to all my fellow Genesys Cloud developers, Administrators, Technicians and Architects

Is there today any Company that have a custom Softphone for GC?,

Not the Genesys Cloud Desktop App, but a real Windows native Custom Softphone build on the GC Platform SDK\API.

Native to windows and not inside the browser.

And if there is no such thing yet, why?, why not?

According to my understanding there is no fundamental technical barrier for that.

And if one would like to build a Windows Native GC Softphone, what bottlenecks and difficulties should he anticipate?

Many thanks in advance, and best regards

#ArchitectureandDesign
#Implementation
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures
#SystemAdministration
#Telephony
#CommunityVideos(TAM,QA,etc.)

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified
------------------------------

Hey Goerge

I'm greatly appreciate your response.

Do you mean that WebRTC Phone will not operate reliably on such an App?.

And if so, what about if the App operating as a Generic SIP Phone?, is that also will be unstable?

(for me, the use cases are mostly related to the Agent experience rather than the Phone registration,

so let's say that the Agent will use the App with combination of a physical Phone)

@George Ganahl

Thanks, and best regards

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified

Original Message:
Sent: 06-02-2025 14:40
From: George Ganahl
Subject: Custome Softphone for Genesys Cloud

The main bottleneck is getting the phone provisioned/registered for use with Genesys Cloud. 

You cannot use the Genesys Cloud Softphone (installable app) with BYOC-Cloud or Genesys Cloud Voice because it cannot register/provision with AWS Edges.

Same for any other standalone softphone installed in Windows.

If you want to use such an app, it needs to provision on its own and operate as a Remote phone in Genesys Cloud, so it has to run through a different provider for the registration side.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 05-31-2025 12:56
From: Shahar Leonard
Subject: Custome Softphone for Genesys Cloud

Hello all

I have question to all my fellow Genesys Cloud developers, Administrators, Technicians and Architects

Is there today any Company that have a custom Softphone for GC?,

Not the Genesys Cloud Desktop App, but a real Windows native Custom Softphone build on the GC Platform SDK\API.

Native to windows and not inside the browser.

And if there is no such thing yet, why?, why not?

According to my understanding there is no fundamental technical barrier for that.

And if one would like to build a Windows Native GC Softphone, what bottlenecks and difficulties should he anticipate?

Many thanks in advance, and best regards

#ArchitectureandDesign
#Implementation
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures
#SystemAdministration
#Telephony
#CommunityVideos(TAM,QA,etc.)

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified
------------------------------

The App which is installable in Windows and uses the WebRTC Phone or a hard phone would be the Genesys Cloud Desktop app.

Are you trying to figure out how to write your own installable Windows App which does the same, but which does not have all the same functionality as the GC Desktop app?

Hey Goerge

I'm greatly appreciate your response.

Do you mean that WebRTC Phone will not operate reliably on such an App?.

And if so, what about if the App operating as a Generic SIP Phone?, is that also will be unstable?

(for me, the use cases are mostly related to the Agent experience rather than the Phone registration,

so let's say that the Agent will use the App with combination of a physical Phone)

@George Ganahl

Thanks, and best regards

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified

Original Message:
Sent: 06-02-2025 14:40
From: George Ganahl
Subject: Custome Softphone for Genesys Cloud

The main bottleneck is getting the phone provisioned/registered for use with Genesys Cloud. 

You cannot use the Genesys Cloud Softphone (installable app) with BYOC-Cloud or Genesys Cloud Voice because it cannot register/provision with AWS Edges.

Same for any other standalone softphone installed in Windows.

If you want to use such an app, it needs to provision on its own and operate as a Remote phone in Genesys Cloud, so it has to run through a different provider for the registration side.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 05-31-2025 12:56
From: Shahar Leonard
Subject: Custome Softphone for Genesys Cloud

Hello all

I have question to all my fellow Genesys Cloud developers, Administrators, Technicians and Architects

Is there today any Company that have a custom Softphone for GC?,

Not the Genesys Cloud Desktop App, but a real Windows native Custom Softphone build on the GC Platform SDK\API.

Native to windows and not inside the browser.

And if there is no such thing yet, why?, why not?

According to my understanding there is no fundamental technical barrier for that.

And if one would like to build a Windows Native GC Softphone, what bottlenecks and difficulties should he anticipate?

Many thanks in advance, and best regards

#ArchitectureandDesign
#Implementation
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures
#SystemAdministration
#Telephony
#CommunityVideos(TAM,QA,etc.)

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified
------------------------------

Are you trying to figure out how to write your own installable Windows App which does the same, but which does not have all the same functionality as the GC Desktop app? - exactly.

More thinking then actually doing as of right now, but yes.

And I see that no one done that, so i wonder why (I saw something about Bria connecting their Windows Client to GC, but i think it's not in CX context)

I have many use cases that raised during the process of integrating GC in Several Companies.

There is a lot of things that could be done by 3rd party softphone.

(that's understandable that Genesys has limited number of features and customization, Genesys has limited number of developers, and maybe too many features will make GC Full UI too complicated for some administrators and companies, so it's understandable, but here comes the 3rd party softphone that can provide all these things that Genesys didn't make, and believe me there is enough such things)

@George Ganahl

Thanks, and best regards, 

The App which is installable in Windows and uses the WebRTC Phone or a hard phone would be the Genesys Cloud Desktop app.

Are you trying to figure out how to write your own installable Windows App which does the same, but which does not have all the same functionality as the GC Desktop app?

Hey Goerge

I'm greatly appreciate your response.

Do you mean that WebRTC Phone will not operate reliably on such an App?.

And if so, what about if the App operating as a Generic SIP Phone?, is that also will be unstable?

(for me, the use cases are mostly related to the Agent experience rather than the Phone registration,

so let's say that the Agent will use the App with combination of a physical Phone)

@George Ganahl

Thanks, and best regards

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified

Original Message:
Sent: 06-02-2025 14:40
From: George Ganahl
Subject: Custome Softphone for Genesys Cloud

The main bottleneck is getting the phone provisioned/registered for use with Genesys Cloud. 

You cannot use the Genesys Cloud Softphone (installable app) with BYOC-Cloud or Genesys Cloud Voice because it cannot register/provision with AWS Edges.

Same for any other standalone softphone installed in Windows.

If you want to use such an app, it needs to provision on its own and operate as a Remote phone in Genesys Cloud, so it has to run through a different provider for the registration side.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 05-31-2025 12:56
From: Shahar Leonard
Subject: Custome Softphone for Genesys Cloud

Hello all

I have question to all my fellow Genesys Cloud developers, Administrators, Technicians and Architects

Is there today any Company that have a custom Softphone for GC?,

Not the Genesys Cloud Desktop App, but a real Windows native Custom Softphone build on the GC Platform SDK\API.

Native to windows and not inside the browser.

And if there is no such thing yet, why?, why not?

According to my understanding there is no fundamental technical barrier for that.

And if one would like to build a Windows Native GC Softphone, what bottlenecks and difficulties should he anticipate?

Many thanks in advance, and best regards

#ArchitectureandDesign
#Implementation
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures
#SystemAdministration
#Telephony
#CommunityVideos(TAM,QA,etc.)

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified
------------------------------

Have you read through the Developer Center article?

https://developer.genesys.cloud/devapps/webrtcsdk/softphone

Are you trying to figure out how to write your own installable Windows App which does the same, but which does not have all the same functionality as the GC Desktop app? - exactly.

More thinking then actually doing as of right now, but yes.

And I see that no one done that, so i wonder why (I saw something about Bria connecting their Windows Client to GC, but i think it's not in CX context)

I have many use cases that raised during the process of integrating GC in Several Companies.

There is a lot of things that could be done by 3rd party softphone.

(that's understandable that Genesys has limited number of features and customization, Genesys has limited number of developers, and maybe too many features will make GC Full UI too complicated for some administrators and companies, so it's understandable, but here comes the 3rd party softphone that can provide all these things that Genesys didn't make, and believe me there is enough such things)

@George Ganahl

Thanks, and best regards, 

The App which is installable in Windows and uses the WebRTC Phone or a hard phone would be the Genesys Cloud Desktop app.

Are you trying to figure out how to write your own installable Windows App which does the same, but which does not have all the same functionality as the GC Desktop app?

Hey Goerge

I'm greatly appreciate your response.

Do you mean that WebRTC Phone will not operate reliably on such an App?.

And if so, what about if the App operating as a Generic SIP Phone?, is that also will be unstable?

(for me, the use cases are mostly related to the Agent experience rather than the Phone registration,

so let's say that the Agent will use the App with combination of a physical Phone)

@George Ganahl

Thanks, and best regards

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified

Original Message:
Sent: 06-02-2025 14:40
From: George Ganahl
Subject: Custome Softphone for Genesys Cloud

The main bottleneck is getting the phone provisioned/registered for use with Genesys Cloud. 

You cannot use the Genesys Cloud Softphone (installable app) with BYOC-Cloud or Genesys Cloud Voice because it cannot register/provision with AWS Edges.

Same for any other standalone softphone installed in Windows.

If you want to use such an app, it needs to provision on its own and operate as a Remote phone in Genesys Cloud, so it has to run through a different provider for the registration side.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 05-31-2025 12:56
From: Shahar Leonard
Subject: Custome Softphone for Genesys Cloud

Hello all

I have question to all my fellow Genesys Cloud developers, Administrators, Technicians and Architects

Is there today any Company that have a custom Softphone for GC?,

Not the Genesys Cloud Desktop App, but a real Windows native Custom Softphone build on the GC Platform SDK\API.

Native to windows and not inside the browser.

And if there is no such thing yet, why?, why not?

According to my understanding there is no fundamental technical barrier for that.

And if one would like to build a Windows Native GC Softphone, what bottlenecks and difficulties should he anticipate?

Many thanks in advance, and best regards

#ArchitectureandDesign
#Implementation
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures
#SystemAdministration
#Telephony
#CommunityVideos(TAM,QA,etc.)

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified
------------------------------

Hey George, I now just have red that article.

I'm from the Technical side of things, integrating GC, helping my DEV team and customers, so, I'm not a developer, so I don't have

Full orientation in the Developer Website and Dev Documentation, so, from Technical perspective this article doesn't seems to present a significant

Barriers, I might be naive, that's why I'm trying to see how realistic or naive this Idea is

Many thanks for your responses.

Have you read through the Developer Center article?

https://developer.genesys.cloud/devapps/webrtcsdk/softphone

Are you trying to figure out how to write your own installable Windows App which does the same, but which does not have all the same functionality as the GC Desktop app? - exactly.

More thinking then actually doing as of right now, but yes.

And I see that no one done that, so i wonder why (I saw something about Bria connecting their Windows Client to GC, but i think it's not in CX context)

I have many use cases that raised during the process of integrating GC in Several Companies.

There is a lot of things that could be done by 3rd party softphone.

(that's understandable that Genesys has limited number of features and customization, Genesys has limited number of developers, and maybe too many features will make GC Full UI too complicated for some administrators and companies, so it's understandable, but here comes the 3rd party softphone that can provide all these things that Genesys didn't make, and believe me there is enough such things)

@George Ganahl

Thanks, and best regards, 

The App which is installable in Windows and uses the WebRTC Phone or a hard phone would be the Genesys Cloud Desktop app.

Are you trying to figure out how to write your own installable Windows App which does the same, but which does not have all the same functionality as the GC Desktop app?

Hey Goerge

I'm greatly appreciate your response.

Do you mean that WebRTC Phone will not operate reliably on such an App?.

And if so, what about if the App operating as a Generic SIP Phone?, is that also will be unstable?

(for me, the use cases are mostly related to the Agent experience rather than the Phone registration,

so let's say that the Agent will use the App with combination of a physical Phone)

@George Ganahl

Thanks, and best regards

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified

Original Message:
Sent: 06-02-2025 14:40
From: George Ganahl
Subject: Custome Softphone for Genesys Cloud

The main bottleneck is getting the phone provisioned/registered for use with Genesys Cloud. 

You cannot use the Genesys Cloud Softphone (installable app) with BYOC-Cloud or Genesys Cloud Voice because it cannot register/provision with AWS Edges.

Same for any other standalone softphone installed in Windows.

If you want to use such an app, it needs to provision on its own and operate as a Remote phone in Genesys Cloud, so it has to run through a different provider for the registration side.

------------------------------
George Ganahl GCCX-AI, GCP, GCSME, ICCE, ICHD, etc.
Technical Adoption Champion
Genesys

Original Message:
Sent: 05-31-2025 12:56
From: Shahar Leonard
Subject: Custome Softphone for Genesys Cloud

Hello all

I have question to all my fellow Genesys Cloud developers, Administrators, Technicians and Architects

Is there today any Company that have a custom Softphone for GC?,

Not the Genesys Cloud Desktop App, but a real Windows native Custom Softphone build on the GC Platform SDK\API.

Native to windows and not inside the browser.

And if there is no such thing yet, why?, why not?

According to my understanding there is no fundamental technical barrier for that.

And if one would like to build a Windows Native GC Softphone, what bottlenecks and difficulties should he anticipate?

Many thanks in advance, and best regards

#ArchitectureandDesign
#Implementation
#Omni-ChannelDesktop/UserInterface
#Roadmap/NewFeatures
#SystemAdministration
#Telephony
#CommunityVideos(TAM,QA,etc.)

------------------------------
Shahar Leonard
Genesys Cloud Professional Certified
------------------------------