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  • 1.  Ringback tone of outbound calls

    Posted 01-07-2026 06:15
    No replies, thread closed.

    I want to know how Genesys Cloud handles ringback tones for outbound WebRTC calls. Coming from PureConnect, I'm used to being able to set a .wav file for the ringback tone, but I'm not sure who plays the tone in Genesys Cloud. Is it the platform itself or the carrier? And can we change it if needed?


    #Telephony

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    Tony Tan
    Unified Communications Architect
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  • 2.  RE: Ringback tone of outbound calls
    Best Answer

    Posted 01-07-2026 06:47
    No replies, thread closed.

    For outbound WebRTC calls, the ringback tone is dynamic. It is played by either the Carrier or the Genesys Cloud Platform (Edge), depending on the SIP signaling received from the far end.

    Genesys Cloud acts as a SIP User Agent. When an agent places a call, the system looks at the SIP response code sent back by the destination carrier.



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    Oliver Buchbender
    Coordinator
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  • 3.  RE: Ringback tone of outbound calls

    Posted 01-08-2026 02:14
    No replies, thread closed.

    If you use WebRTC as agent to make an outbound call leaving the Genesys Cloud via a SIP-Trunk, you can check the language settings of this trunk.
    The trunk is using localized tones based on the language settings.



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    Andreas Tikart
    Senior Application Engineer
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    Original Message


  • 4.  RE: Ringback tone of outbound calls

    Posted 01-08-2026 04:01
    Edited by Marcelo Heil França 01-08-2026 04:01
    No replies, thread closed.

    What Oliver mentioned is outlined in chapter 2.6.1 of this document:

    SIP Interoperability Specification 

     



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    Marcelo Heil França
    infinit.cx GmbH
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    Original Message


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