Genesys Cloud - Main

Since the kick off day for Beta UI in October we have noticed single to small groups of our Polycom IP335 and IP450 phones go into a Non-Operational status. Agents are still able to find, select and use the phone however, the issue is that the affected phones are no longer able to make/take ACD bound Queue calls. Comparison of Gen Cloud setup, and Polycom settings were checked against same model but working phones and they match. The fix found was to swap the broken phone with a newer VVX310 or VVX311 phone.
As of last week, we found out that TLS and other security measures are inbound by the turn of the year which is a possible source that began to drop these physical phones into the Non-Operational status. With half of the business required to work in ACD Queues, there is now a concern that over 200 phones will drop in a few weeks, and more if the VVX are affected as well. We are seeing if anyone else has had a similar experience and if there is documentation that notes degradation of older phones or possible fixes specific toward Agents with ACD bound Queues as we know the Non-Operational status will work for our Business Users.

@Robert Wakefield-Carl  I've have been told you are a possible good source of knowledge for this.

#Telephony

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Matthew Perez
Network Analyst I
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So, the new certificate for Genesys is mainly for SSO and SSO encryption.  You would add new certs under the Telephony section.  I show the current ININ certificate is until 2030.  Have you loaded a new cert for the phones yet in that section?  Genesys removed support for 1.1, so for support of TLS 1.2/1.3, you need 5.9 or higher.  You need to update them to latest firmware (6.x/8.x) then adjust to use only TLS 1.2 by default.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 12-11-2025 13:01
From: Matthew Perez
Subject: New UI / Security TLS updates Polycom Phones ACD Call Failures

Since the kick off day for Beta UI in October we have noticed single to small groups of our Polycom IP335 and IP450 phones go into a Non-Operational status. Agents are still able to find, select and use the phone however, the issue is that the affected phones are no longer able to make/take ACD bound Queue calls. Comparison of Gen Cloud setup, and Polycom settings were checked against same model but working phones and they match. The fix found was to swap the broken phone with a newer VVX310 or VVX311 phone.
As of last week, we found out that TLS and other security measures are inbound by the turn of the year which is a possible source that began to drop these physical phones into the Non-Operational status. With half of the business required to work in ACD Queues, there is now a concern that over 200 phones will drop in a few weeks, and more if the VVX are affected as well. We are seeing if anyone else has had a similar experience and if there is documentation that notes degradation of older phones or possible fixes specific toward Agents with ACD bound Queues as we know the Non-Operational status will work for our Business Users.

@Robert Wakefield-Carl  I've have been told you are a possible good source of knowledge for this.

#Telephony

------------------------------
Matthew Perez
Network Analyst I
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