Hi Tim,
If you're after the ability to move/pickup/extend an existing conversation already in progress from desk phone or WebRTC over to a mobile phone (or vice versa) - unfortunately I think you're out of luck with Genesys Cloud :(
If it's just the ability to make both a desk phone / WebRTC phone and the mobile phone ring at the same time and choose to answer on either - whilst there's no native functionality in Genesys Cloud, there's some ways around it.
a) as you've already mentioned, WebRTC + Communicate app - however I've found the Communicate app to be very slow to ring at times, or it just doesn't at all, so it's not reliable enough for business critical functions.
b) using a 'Group ring' with both the real user and a dummy user - so in addition to the normal user with their Genesys Cloud login and using WebRTC, create another 'dummy' user with a Communicate licence and any phone number or extension allocated to their profile so it can receive calls. Then make a placeholder 'Remote Number' station for the Dummy User with the real user's mobile phone number and assign this as the default phone for the dummy user. Finally create a new User Group with Calls enabled to Broadcast to all members and assign the real user's DID to the group instead of the individual (the real user will need a different DID or extension number to allow them to make/receive calls too).
Whilst this works - it does have it's downsides (needs a bit of setup at the start, the user can't easily change the number or enable/disable the functionality, they can't have their DID show as the number calling when they dial out because it's assigned to a group, and the workaround falls flat if another Genesys user calls the user directly).
As a previous Avaya user, EC500 is one of the phone system features I miss in Genesys Cloud - along with not having call pickup groups, no bridged lines/extensions, no physical station based groups, no multi-member hunt groups (i.e. having both extensions and external numbers and mobiles all as hunt group members), no call preview / monitored appearances of other group members (seeing who's calling your colleagues), no call parking, etc.
If having a fully featured and mature voice/UC platform is important to you, then Genesys Cloud may not have what you're after.
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Jeff
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Original Message:
Sent: 01-13-2025 08:34
From: Tim Seneca
Subject: Avaya EC500 Genesys Equivalent
Good Day All,
I am currently piloting Genesys Cloud. We are currently on an Avaya Aura platform. I'm getting to know the Genesys platform. Could anyone please tell me what the Avaya's EC500 equivalent is for Genesys cloud? I have figured out Genesys call forwarding and like the way that works, but would like the option to ring on both the main endpoint & cell phone at the same time. We have several employees that currently use this feature on our Avaya platform. Any help is greatly appreciated.
Thank you
-Tim
#PlatformAdministration
#SystemAdministration
#Telephony
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Tim Seneca
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