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  • 1.  Group Ring ID

    Posted 4 hours ago

    Hi everyone,

    I just switched one of our departments over from an ACD to Group ring. I also switch them over from WebRTC to hard phone. Is there a way to enable the incoming call notification to show the call is coming from the ring group? Right now it just displays the calling number on the hard phone, but shows the call is coming from the ring group in Genesys Cloud using WebRTC.

    The phones are Poly Edge E200s. I've looked in Genesys, phones base settings and the phone's web UI and do not see an option for that.

    Please see attached screenshots.

    Anyone have any ideas?

    Thanks,

    -Tim


    #System/PlatformAdministration

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    Tim Seneca
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  • 2.  RE: Group Ring ID

    Posted 2 hours ago

    Hi @Tim Seneca , 

    what you are seeing makes sense given the two changes you made at the same time: switching from ACD to Group Ring and from WebRTC to a hard phone.

    WebRTC gets its call context directly from the Genesys Cloud application layer, which is why it can display the group ring name alongside the caller information. Hard phones like your Poly Edge E200s only see what is passed to them via SIP from the Edge, which is the inbound caller ANI and name, not the group ring context.

    Genesys released a Group Name attribute feature in April 2026, but that update is for the Embedded Framework only, and does not extend to hard phones.

    There is no confirmed native configuration today that surfaces the group ring name on a managed hard phone display. The best next step is to open a support case with Genesys and ask specifically whether the phone trunk leg can be configured to pass group ring context in the SIP display name to managed hard phones, as that is a nuanced enough question that needs a direct answer from the product team.

    In the meantime, there is a related open idea on the portal worth voting on here: https://genesyscloud.ideas.aha.io/ideas/CEV-I-745

    If that does not quite cover your specific use case, it is worth submitting your own idea with your exact group ring's hard phone scenario. The more detail the better chance it gets traction.

    I hope this helps!



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    Chris Rodriguez
    Contact Center System Administrator
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    Original Message


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