Genesys Engage and PureConnect to Genesys Cloud

See also

Sources

1. 1
   An Architect flow can be exported in YAML, edited in a text editor and imported back into Architect with the Archy tool, which also supports moving flows between organizations.

   Define Architect flows using YAML · Define Architect flows using YAML, introduction · Checked 2026-10-02
2. 2
   When a bulk import updates existing people, Genesys Cloud adds roles and queues but does not replace or remove them. The Update Existing People option must be selected to modify existing records.

   Bulk upload of people data · Bulk upload of people data, updating existing people · Checked 2026-10-02
3. 3
   A Genesys Cloud people bulk-import CSV requires only name and email. Optional columns include queues and skills.

   Bulk upload of people data · Bulk upload of people data, required fields and column order · Checked 2026-10-02
4. 4
   In the people bulk-import CSV, skills with proficiency are written as Skill:rating pairs separated by commas, and a queue name cannot contain a comma.

   Bulk upload of people data · Bulk upload of people data, queues and skills format · Checked 2026-10-02
5. 5
   The carrier must add Genesys Cloud's published BYOC Cloud SIP IP addresses to the allowlist on its carrier-side ACL.

   Carrier requirements for BYOC Cloud · Carrier requirements for BYOC Cloud, IP address section · Checked 2026-10-02
6. 6
   BYOC Cloud requires the customer to hold its own contract with a third-party carrier. It needs no customer hardware, although some scenarios call for an SBC.

   Telephony connection options overview · Telephony connection options overview, BYOC Cloud section · Checked 2026-10-02
7. 7
   A BYOC Cloud trunk's Inbound SIP Termination Identifier is a regionally unique identifier that directs inbound carrier traffic to the organization. Outbound requests use the Outbound SIP Termination FQDN.

   Create a trunk under BYOC Cloud · Create a trunk under BYOC Cloud, SIP routing section · Checked 2026-10-02
8. 8
   A BYOC PBX trunk with PBX passthrough lets a third-party PBX send calls intended for the PSTN directly through Genesys Cloud.

   Create a trunk under BYOC Cloud · Create a trunk under BYOC Cloud, PBX passthrough section · Checked 2026-10-02
9. 9
   A premise-only BYOC Premises deployment cannot use Virtual Agent, Agentic Virtual Agent, Agent Copilot, Agent Assist Voice, Agent Feedback, AudioHook, Audio Connector or Real-time Sentiment Analysis. Transcription is available with limitations.

   Telephony connection options overview · Telephony connection options overview, BYOC Premises section · Checked 2026-10-02
10. 10
    A BYOC Cloud carrier must have a publicly routable IP address or host name.

    Carrier requirements for BYOC Cloud · Carrier requirements for BYOC Cloud, requirements list · Checked 2026-10-02
11. 11
    With BYOC Cloud the numbers stay on the customer's own carrier contract, so moving a number back to the legacy platform is a carrier routing change rather than a port.inferred

    Telephony connection options overview · Telephony connection options overview, BYOC Cloud section (carrier contract) · Checked 2026-10-02
12. 12
    A BYOC Cloud carrier must support the UDP, TCP or TLS trunk transport protocol.

    Carrier requirements for BYOC Cloud · Carrier requirements for BYOC Cloud, requirements list · Checked 2026-10-02
13. 13
    There are two BYOC Cloud trunk types: BYOC Carrier and BYOC PBX. BYOC PBX has a single subtype, Generic BYOC PBX.

    Create a trunk under BYOC Cloud · Create a trunk under BYOC Cloud, trunk type section · Checked 2026-10-02
14. 14
    A single Genesys Cloud call route holds at most 4,500 phone numbers.

    Add a call route · Add a call route, inbound numbers step · Checked 2026-10-02
15. 15
    Only Architect call flows that have been published can be selected in a Genesys Cloud call route.

    Add a call route · Add a call route, flow selection step · Checked 2026-10-02
16. 16
    A call route can always send calls to one flow, or use a schedule group to choose between open, closed and holiday flows. It can also name an emergency group and flow.

    Add a call route · Add a call route, routing approach and schedule group steps · Checked 2026-10-02
17. 17
    Genesys Cloud data action integrations include AWS Lambda, the Genesys Cloud Platform API, Genesys Cloud Function, Google, Microsoft Dynamics 365, Salesforce, Zendesk and JSON-based web services.

    About the data actions integrations · About the data actions integrations, integration list · Checked 2026-10-02
18. 18
    Data actions can drive routing decisions in Architect interaction flows and present external data to agents through Scripts.

    About the data actions integrations · About the data actions integrations, uses · Checked 2026-10-02
19. 19
    December 31, 2028 is the end of maintenance and end of support for all Genesys Engage Premises perpetual and subscription products.

    Genesys Engage End of Life Announcement for Customers · PDF, milestone table, December 31 2028 row (page not confirmed) · Checked 2026-10-02
20. 20
    December 31, 2027 is the end of full-year renewals of Genesys Engage Premises perpetual license maintenance and subscription terms.

    Genesys Engage End of Life Announcement for Customers · PDF, milestone table, December 31 2027 row (page not confirmed) · Checked 2026-10-02
21. 21
    November 30, 2028 is the end of all renewals of Genesys Engage Premises perpetual license maintenance and subscription terms.

    Genesys Engage End of Life Announcement for Customers · PDF, milestone table, November 30 2028 row (page not confirmed) · Checked 2026-10-02
22. 22
    Genesys Engage Premises subscription licenses will not function after December 31, 2028. Perpetually licensed products can continue in use without maintenance or support.

    Genesys Engage End of Life Announcement for Customers · PDF, December 31 2028 milestone description (page not confirmed) · Checked 2026-10-02
23. 23
    With the Sync Advanced Platform Objects option, Genesys Cloud for PureConnect also syncs agent presence, workgroups, wrap-up codes and skills to Genesys Cloud.

    Genesys Cloud for PureConnect Administrator's Guide - Types of information synced to Genesys Cloud · Types of information synced, Sync Advanced Platform Objects · Checked 2026-10-02
24. 24
    By default, Genesys Cloud for PureConnect syncs user information from PureConnect to Genesys Cloud.

    Genesys Cloud for PureConnect Administrator's Guide - Types of information synced to Genesys Cloud · Types of information synced, default sync · Checked 2026-10-02
25. 25
    Genesys Cloud for PureConnect syncs one way only: changes to Genesys Cloud queues, skills and wrap-up codes do not sync back to PureConnect.

    Genesys Cloud for PureConnect Administrator's Guide - Types of information synced to Genesys Cloud · Types of information synced, note under Sync Advanced Platform Objects · Checked 2026-10-02
26. 26
    PureConnect can act as an identity provider for Genesys Cloud, so users can sign in to Genesys Cloud with their PureConnect credentials.

    Genesys Cloud for PureConnect Administrator's Guide - About Genesys Cloud for PureConnect · About Genesys Cloud for PureConnect, identity provider paragraph · Checked 2026-10-02
27. 27
    The advanced sync maps PureConnect workgroups to Genesys Cloud queues, skills to ACD skills with proficiency converted to star ratings, and wrap-up codes by name only.

    Genesys Cloud for PureConnect Administrator's Guide - Types of information synced to Genesys Cloud · Types of information synced, object mapping section · Checked 2026-10-02
28. 28
    Genesys Cloud Voice availability varies by country.

    Telephony connection options overview · Telephony connection options overview, Genesys Cloud Voice availability · Checked 2026-10-02
29. 29
    Genesys Cloud Voice provides DID numbers in the United States, Canada and EMEA, and toll-free numbers in the United States and Canada.

    Genesys Cloud Voice overview · Genesys Cloud Voice overview, availability section · Checked 2026-10-02
30. 30
    Every Genesys Cloud Voice number purchase includes emergency services, and Genesys Cloud validates the emergency address.

    Genesys Cloud Voice overview · Genesys Cloud Voice overview, emergency services paragraph · Checked 2026-10-02
31. 31
    Genesys Cloud Voice includes local, long-distance and international calling, emergency services, toll-free services, number purchasing and number porting.

    Genesys Cloud Voice overview · Genesys Cloud Voice overview, included services list · Checked 2026-10-02
32. 32
    The Genesys Cloud Voice Local Number Porting team completes most ports in five business days.

    Genesys Cloud Voice overview · Genesys Cloud Voice overview, number porting paragraph · Checked 2026-10-02
33. 33
    Genesys Cloud Voice requires no separate carrier contract and no customer hardware, and its media is processed in the cloud.

    Telephony connection options overview · Telephony connection options overview, Genesys Cloud Voice section · Checked 2026-10-02
34. 34
    Genesys Cloud hybrid media lets an organization combine any or all of BYOC Premises, BYOC Cloud and Genesys Cloud Voice.

    About hybrid media · About hybrid media, introduction · Checked 2026-10-02
35. 35
    Genesys Cloud organizations created after May 11, 2022 are hybrid-media capable automatically.

    About hybrid media · About hybrid media, prerequisites note · Checked 2026-10-02
36. 36
    Interaction Routing Designer can export one or more routing strategies to XML files with its Export to File option.

    Composer 8.1.2 Migration Guide - Using this information · Using this information, exporting IRD strategies · Checked 2026-10-02
37. 37
    After an IRD strategy import, Composer produces a migration report, and objects listed in it need manual intervention and validation against the Configuration Database.

    Composer 8.1.2 Migration Guide - Using this information · Using this information, post-import steps · Checked 2026-10-02
38. 38
    Composer's Import IRD Strategy wizard recreates IRD strategies as Composer workflow diagrams that run on the Genesys Orchestration Platform, not on Genesys Cloud.

    Composer 8.1.2 Migration Guide - Using this information · Using this information, importing to Composer · Checked 2026-10-02
39. 39
    The only vendor-documented automated conversion of IRD strategies found targets Engage's Orchestration Platform. A lift-and-shift of Engage routing to Genesys Cloud therefore still means rebuilding each strategy by hand as Architect flows and queues.inferred

    Composer 8.1.2 Migration Guide - Using this information · Using this information, importing to Composer (Orchestration Platform target) · Checked 2026-10-02
40. 40
    PureConnect Interaction Migrator imports CIC configuration data, such as users, Interaction Attendant profiles, dial plan classifications and server parameters, into a CIC server. Its documented purpose is CIC-to-CIC migration.

    Interaction Migrator Technical Reference - About Importing Configuration Data · About Importing Configuration Data, component list · Checked 2026-10-02
41. 41
    PureConnect maintenance renewals ended on August 1, 2024.

    PureConnect End of Life Announcement - All versions · EOL summary table, End of Maintenance row · Checked 2026-10-02
42. 42
    PureConnect end of support was July 31, 2025.

    PureConnect End of Life Announcement - All versions · EOL summary table, End of Support row · Checked 2026-10-02
43. 43
    The PureConnect end-of-life announcement covers all PureConnect major releases.

    PureConnect End of Life Announcement - All versions · EOL summary header, Platform and Major Release fields · Checked 2026-10-02
44. 44
    Genesys announced the end of life of PureConnect on May 16, 2022.

    PureConnect End of Life Announcement - All versions · EOL summary table, EOL Announcement row · Checked 2026-10-02
45. 45
    The last order date for PureConnect was January 1, 2024.

    PureConnect End of Life Announcement - All versions · EOL summary table, Last Order Date row · Checked 2026-10-02
46. 46
    A Genesys Cloud Voice DID port request takes at most 500 numbers. Entering more makes the port fail, and larger batches use a separate process.

    Port DID numbers · Port DID numbers, DID Numbers to Port step · Checked 2026-10-02
47. 47
    Ported numbers should be available immediately, though activation can take up to 15 minutes in some situations.

    Port DID numbers · Port DID numbers, after the port completes · Checked 2026-10-02
48. 48
    Genesys recommends submitting a port request 2-3 weeks in advance, because carriers can take up to 10 days to confirm release dates.

    Port DID numbers · Port DID numbers, timing guidance · Checked 2026-10-02
49. 49
    A DID port requires the Genesys Cloud Voice Admin role, a letter of authorization whose company name and service address exactly match the current provider's records, and an emergency services location.

    Port DID numbers · Port DID numbers, prerequisites · Checked 2026-10-02
50. 50
    Genesys warns that snapbacks of ported numbers may not be accepted, so port details must be confirmed before submission.

    Port DID numbers · Port DID numbers, submission warning · Checked 2026-10-02
51. 51
    SMS services on ported numbers do not transfer with voice service and will likely be disrupted by the port.

    Port DID numbers · Port DID numbers, SMS note · Checked 2026-10-02
52. 52
    The Genesys Cloud Voice DID porting procedure covers the US and Canada. EMEA porting follows a separate procedure.

    Port DID numbers · Port DID numbers, scope note · Checked 2026-10-02
53. 53
    Ports activate between 8:00 a.m. and 7:00 p.m. Eastern, Monday to Friday, in the US, and between 6:00 a.m. and 5:00 p.m. Eastern, Monday to Friday, in Canada.

    Port DID numbers · Port DID numbers, activation date and time step · Checked 2026-10-02
54. 54
    The voice alerting timeout on a Genesys Cloud queue is set between 7 and 59 seconds. When it expires, the agent goes to Not Responding and the call returns to the queue.

    Create and configure queues · Create and configure queues, Voice channel configuration · Checked 2026-10-02
55. 55
    Bullseye routing allows up to five rings, with a configurable delay between rings and skills removed at each ring to widen the agent pool.

    Create and configure queues · Create and configure queues, Bullseye routing · Checked 2026-10-02
56. 56
    A Genesys Cloud queue can have at most 5,000 members.

    Create and configure queues · Create and configure queues, queue creation constraints · Checked 2026-10-02
57. 57
    A Genesys Cloud queue can use standard routing, predictive routing, bullseye routing, preferred agent routing or conditional group routing.

    Create and configure queues · Create and configure queues, Routing methods section · Checked 2026-10-02
58. 58
    Standard routing evaluates skills by All skills matching, Best available skills or Disregard skills, and picks the next agent by longest idle time.

    Create and configure queues · Create and configure queues, Standard routing · Checked 2026-10-02
59. 59
    Practitioners report that recordings from a previous platform cannot be imported natively into Genesys Cloud CX.field report

    Access previous call recordings after migrating to Genesys · Thread reply, 2023-01-16 · Checked 2026-10-02
60. 60
    A recording policy can match on conversation direction, users, work teams, time sets, queues, wrap-up codes, date range, conversation duration and customer participation, and Genesys recommends adding no more than 250 queues to one policy.

    Create a policy · Create a policy, matching criteria section · Checked 2026-10-02
61. 61
    Genesys Cloud recording and quality policies apply only to interactions that happen after the policy is enabled.

    Create a policy · Create a policy, introductory note · Checked 2026-10-02
62. 62
    Recording policy actions can retain recordings, not save them, archive them after a set period, or delete them after a set number of days.

    Create a policy · Create a policy, actions section · Checked 2026-10-02
63. 63
    Practitioners point migrating customers who need access to legacy recordings to an AppFoundry offering called R2S from Genesys Professional Services.field report

    Access previous call recordings after migrating to Genesys · Thread reply, 2023-01-17 · Checked 2026-10-02
64. 64
    Genesys Cloud recording storage follows the organization's local Genesys Cloud media region.

    Call recording overview in Genesys Cloud · Call recording overview, storage statement · Checked 2026-10-02
65. 65
    Genesys Cloud offers three telephony connection options: Genesys Cloud Voice, BYOC Cloud and BYOC Premises.

    Telephony connection options overview · Telephony connection options overview, introduction · Checked 2026-10-02
66. 66
    The Genesys Cloud WebRTC phone runs in the browser and can make and receive calls as soon as it is enabled, with no separate install.

    About Genesys Cloud WebRTC phones · About Genesys Cloud WebRTC phones, introduction · Checked 2026-10-02
67. 67
    Genesys Cloud WebRTC phones support headset call control for Plantronics/Poly, Jabra, Sennheiser/EPOS, Yealink and Cyber Acoustics headsets.

    About Genesys Cloud WebRTC phones · About Genesys Cloud WebRTC phones, headsets section · Checked 2026-10-02
68. 68
    Genesys Cloud WebRTC phones use a WebRTC phone trunk that the administrator creates and configures.

    About Genesys Cloud WebRTC phones · About Genesys Cloud WebRTC phones, trunk configuration link · Checked 2026-10-02
69. 69
    Imported WFM historical data must be in 15-minute intervals starting at :00, :15, :30 or :45, with ISO timestamps in UTC.

    Historical data import overview · Historical data import overview, file format section · Checked 2026-10-02
70. 70
    WFM historical data files that pass validation take up to 24 hours to import, and the import completes at about 3:00 a.m. local time in each region.

    Historical data import overview · Historical data import overview, processing section · Checked 2026-10-02
71. 71
    A single WFM historical data file can be at most 5 GB. All successfully uploaded files together are capped at 5 GB and 50 files.

    Historical data import overview · Historical data import overview, file size section · Checked 2026-10-02
72. 72
    Genesys Cloud WFM uses imported historical data for forecasts built with the Automatic Best Method option and for the Continuous Forecast.

    Historical data import overview · Historical data import overview, use of imported data · Checked 2026-10-02
73. 73
    Before importing WFM historical data, Genesys Cloud must have queues, skills and languages configured, and planning group route paths must already be built by hand.

    Historical data import overview · Historical data import overview, prerequisites · Checked 2026-10-02
74. 74
    Genesys Cloud WFM historical data import accepts up to three years of historical data.

    Historical data import overview · Historical data import overview, introduction · Checked 2026-10-02
75. 75
    YAML export of an Architect flow does not support sequence builders. They render as equivalent expressions that still function.

    Define Architect flows using YAML · Define Architect flows using YAML, note on sequence builders · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Genesys Engage and PureConnect to Genesys Cloud. WarmTransfer. https://warmtransfer.net/guides/genesys-engage-to-genesys-cloud

@misc{warmtransfer-genesys-engage-to-genesys-cloud,
  title  = {Genesys Engage and PureConnect to Genesys Cloud},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/genesys-engage-to-genesys-cloud},
  note   = {Verified 2026-10-02}
}