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How do I setup my phone in Genesys Cloud (WebRTC)?

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8.0 - Last modified on 17-12-2024 Revised by IT Service Desk

7.0 - Last modified on 13-12-2023 Revised by IT Service Desk

6.0 - Last modified on 24-11-2023 Revised by IT Service Desk

5.0 - Last modified on 24-11-2023 Revised by IT Service Desk

4.0 - Last modified on 01-12-2022 Revised by Shannon Benge

3.0 - Last modified on 24-11-2022 Revised by Shannon Benge

2.0 - Last modified on 17-05-2022 Revised by David Allchin

1.0 - Created on 13-10-2017 Authored by Matt Johansson

  1. Ensure your headset is connected to the computer via the USB cord or Bluetooth connection.

  2. Open the sound settings by searching for 'change system sounds' in the Windows menu and selecting 'Open control panel'.

  3. In the Sound Control Panel applet, select the Playback tab, set the device that you would like to RING (incoming call notification) as the default device by clicking it and then selecting "Set Default".

    Then, select the device that you would like to use as your communications device (usually your headset) by right-clicking it, and then clicking "Set as Default Communication Device".

    If you require the audio to all come out of the same device, ensure the same device is selected.

    If this does not work disable and then enable the device. Click OK to confirm the selection.

  4. Open Genesys Cloud – https://purecloud.deakin.edu.au using Chrome.

  5. Click on your picture icon in the top left hand corner

  6. Make sure WebRTC Phone has been set as the phone device (may already be set)

  7. As pictured below: Select the interactions icon, settings cog icon, Default.



  8. Create a New Profile as pictured below, then click Save



  9. If your settings do not save or are not working as described above, log out of Genesys Cloud. Clear browser cache and restart your computer.
     
    Contact the IT Service Desk if you require any further assistance.

Revised by IT Service Desk
Last modified 13-12-2023 12:57:04