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Hi Team,

We have enabled Persistent WebRTC connection on our Genesys Cloud Instance and would like to update the Line Apperance of our WebRTC softphone to 1 as a best practice recommended in documentation: https://developer.genesys.cloud/devapps/webrtcsdk/softphone#session-flows-for-different-line-appearances


Currently, webRtcCallAppearances is 100 for our webRTC instance (checked under webRTC -> station -> webRtcCallAppearances) and also, when I call the webRTC function isConcurrentSoftphoneSessionsEnabled, it returns true.

Question:
We explored the Genesys UI and APIs to update the 'Line Apperance' to 1, but no luck. Can you pls assist us on updating the 'Line Apperance' to 1 for our webRTC instance/station?

Thanks!

Hi Team, 

Can someone help here with your inputs on how to update 

"Line appearance" of Genesys Cloud WebRTC softphone

Hi Anil,

At the moment, Line Appearance for WebRTC softphones cannot be changed via Genesys Cloud UI or public APIs. The webRtcCallAppearances value (default 100) is system-managed and not configurable at the station or user level.
The documentation you referenced explains behavioral differences when Line Appearance is 1 vs 100, but it does not imply that customers can manually set it today. Even with Persistent WebRTC enabled and isConcurrentSoftphoneSessionsEnabled = true, the Line Appearance remains 100 by design.
If your use case specifically requires LA = 1 behavior, the recommended path is to log a feature request or contact Genesys Support to confirm roadmap availability or alternative design patterns.

Hope this helps clarify.

Thank you, Cesar Padilla.

Very interesting thank you