# Genesys Engage and PureConnect to Genesys Cloud

Systems: Genesys Engage and PureConnect to Genesys Cloud CX

For Contact-center engineers and migration leads who own a Genesys Engage or PureConnect estate and have a Genesys Cloud CX organization to move into.

Canonical: https://warmtransfer.net/guides/genesys-engage-to-genesys-cloud

Last verified: 2026-10-02

Genesys announced the end of life of PureConnect on May 16, 2022, and PureConnect end of support was July 31, 2025[^44][^42]. For Genesys Engage, WarmTransfer's reading of the sources is that a lift-and-shift of routing to Genesys Cloud still means rebuilding each strategy by hand as Architect flows and queues, because the only vendor-documented automated conversion of IRD strategies targets Engage's Orchestration Platform[^39].

## Before you start

- Genesys Cloud offers 3 telephony connection options: Genesys Cloud Voice, BYOC Cloud and BYOC Premises (see [Genesys Cloud CX telephony and BYOC](https://warmtransfer.net/knowledge/genesys-cloud-telephony))[^65].
- Genesys Cloud hybrid media lets an organization combine any or all of BYOC Premises, BYOC Cloud and Genesys Cloud Voice[^34].
- Genesys Cloud organizations created after May 11, 2022 are hybrid-media capable automatically[^35].
- If you are leaving PureConnect, note that the last order date was January 1, 2024[^45], maintenance renewals ended on August 1, 2024[^41], and the end-of-life announcement covers all PureConnect major releases[^43].
- Genesys Cloud for PureConnect lets CIC administrators set up a paired Genesys Cloud organization from within CIC Interaction Administrator, continuously syncs CIC user information such as name, email, extension and phone numbers, and requires CIC 2016 R3 or later[^76].
- AWS guidance for Avaya migrations gives 2 approaches: phased, moving components or IVR business functions one at a time, or a full migration that switches everything at once (see [Planning a contact center platform migration](https://warmtransfer.net/knowledge/contact-center-migration-planning))[^77].
- AWS guidance recommends keeping the period of running 2 contact center platforms as short as practical, because a longer period raises cost, operator burden and the risk of errors such as making changes on the wrong platform[^78].
- AWS guidance says an IVR workload can be migrated in phases, such as by business unit, and that choosing which business unit goes first is extremely important[^79].
- AWS guidance advises getting security compliance approval of decisions such as call-recording encryption policy, and sign-off on designs, before starting the build[^80].

## What changes by situation

- Which legacy Genesys platform are you leaving? Genesys Engage on-premises; PureConnect (CIC).
- Do you reproduce today's routing or redesign it? Reproduce existing routing logic and queue structure as closely as Genesys Cloud allows; Redesign routing around Genesys Cloud queue routing methods and data actions.
- How will Genesys Cloud reach the PSTN? Genesys Cloud Voice (numbers are ported to Genesys); BYOC Cloud (you keep your own carrier contract).

## Step 1: Inventory routing strategies, IVR applications and configuration

**Genesys Engage on-premises**

### Do

Export your routing strategies to XML files with Interaction Routing Designer's Export to File option[^36].

Composer's Import IRD Strategy wizard recreates IRD strategies as Composer workflow diagrams that run on the Genesys Orchestration Platform, not on Genesys Cloud[^38].

Even on that path, Composer produces a migration report, and objects listed in it need manual intervention and validation against the Configuration Database[^37].

WarmTransfer's reading of the sources is that the exported XML serves as an inventory for a manual rebuild of each strategy as Architect flows and queues[^39].

AWS guidance says the migration plan must review all existing call flows and, during a hybrid period with 2 telephony systems, make sure no part of a flow is duplicated and no important logic is dropped[^81].

### Verify

Suggested check: confirm that every inbound number reaching the legacy platform maps to a named strategy in your inventory, and that each strategy has an owner who has signed off on its description.

**PureConnect (CIC)**

### Do

Interaction Migrator imports CIC configuration data such as users, Interaction Attendant profiles, dial plan classifications and server parameters into a CIC server, and its documented purpose is CIC-to-CIC migration[^40].

By default, Genesys Cloud for PureConnect syncs user information from PureConnect to Genesys Cloud[^24].

With the Sync Advanced Platform Objects option, Genesys Cloud for PureConnect also syncs agent presence, workgroups, wrap-up codes and skills to Genesys Cloud[^23].

AWS guidance says the migration plan must review all existing call flows and, during a hybrid period with 2 telephony systems, make sure no part of a flow is duplicated and no important logic is dropped[^81].

### Verify

Suggested check: confirm that every inbound number in the legacy dial plan maps to an inventoried entry point or agent group.

## Step 2: Stand up the telephony connection

**Genesys Cloud Voice (numbers are ported to Genesys)**

### Do

Genesys Cloud Voice availability varies by country, so confirm coverage for every country you serve[^28].

Genesys Cloud Voice provides DID numbers in the United States, Canada and EMEA, and toll-free numbers in the United States and Canada[^29].

Genesys Cloud Voice requires no separate carrier contract and no customer hardware, and its media is processed in the cloud[^33].

Genesys Cloud Voice includes local, long-distance and international calling, emergency services, toll-free services, number purchasing and number porting[^31].

Every Genesys Cloud Voice number purchase includes emergency services, and Genesys Cloud validates the emergency address[^30].

Genesys Cloud Voice customers manage numbers in Number Management rather than the DID Ranges feature[^82].

### Verify

Suggested check: confirm that a small set of test numbers appears in the organization and that each carries a validated emergency address.

### Rollback

Suggested rollback: release the test numbers, which leaves the legacy platform untouched.

**BYOC Cloud (you keep your own carrier contract)**

### Do

BYOC Cloud requires you to hold your own contract with a third-party carrier, and needs no customer hardware, although some scenarios call for an SBC[^6].

The carrier must support the UDP, TCP or TLS trunk transport protocol[^12] and have a publicly routable IP address or host name[^10].

The carrier must be SIP-compliant and fully support Record-Routing as required by RFC 3261[^83].

The carrier must add Genesys Cloud's published BYOC Cloud SIP IP addresses to the allowlist on its carrier-side ACL[^5].

The BYOC Cloud checklist requires ACLs configured on both sides of the connection and SIP and media access allowed through your firewall[^84].

BYOC Cloud trunks support only an allowlist in SIP Access Control, with no denylist[^85].

Genesys warns that checking Allow All in SIP Access Control is a security risk because any entity on the Internet can then contact Genesys Cloud using the trunk[^86].

Genesys states that new customers and customers creating new BYOC Cloud SIP trunks should use the Dynamic Cloud Voice platform[^87].

There are 2 BYOC Cloud trunk types, BYOC Carrier and BYOC PBX, and BYOC PBX has a single subtype, Generic BYOC PBX[^13].

A BYOC Cloud trunk's Inbound SIP Termination Identifier is a regionally unique identifier that directs inbound carrier traffic to the organization, and outbound requests use the Outbound SIP Termination FQDN[^7].

A BYOC PBX trunk with PBX passthrough lets a third-party PBX send calls intended for the PSTN directly through Genesys Cloud[^8].

For carrier-specific settings, see also [Setting up Genesys Cloud BYOC Cloud with a carrier or SBC](https://warmtransfer.net/knowledge/genesys-cloud-byoc-setup)[^88].

### Verify

Suggested check: point a test number at the new trunk and confirm it completes both inbound and outbound calls.

### Rollback

Suggested rollback: ask the carrier to point the test number back to its previous destination, and delete the trunk if you abandon this connection option.

## Step 3: Load agents, queues and skills

**Genesys Engage on-premises**

### Do

A Genesys Cloud queue can have at most 5,000 members[^56].

A Genesys Cloud people bulk-import CSV requires only name and email, and optional columns include queues and skills[^3].

In that CSV, skills with proficiency are written as Skill:rating pairs separated by commas, and a queue name cannot contain a comma[^4].

### Verify

Suggested check: spot-check a sample of imported people for the expected queues and skill ratings.

### Rollback

When a bulk import updates existing people, Genesys Cloud adds roles and queues but does not replace or remove them, and the Update Existing People option must be selected to modify existing records[^2].

Suggested rollback: remove wrong assignments by hand, or delete and re-import the affected people.

**PureConnect (CIC)**

### Do

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[^27].

Genesys Cloud for PureConnect syncs one way only, so changes to Genesys Cloud queues, skills and wrap-up codes do not sync back to PureConnect[^25].

As an alternative to the sync, a Genesys Cloud people bulk-import CSV requires only name and email, with queues and skills as optional columns[^3].

A Genesys Cloud queue can have at most 5,000 members[^56].

### Verify

Suggested check: compare synced queue and skill counts against the inventory from Step 1, and spot-check agents for the expected skill ratings.

### Rollback

Because the sync is one-way, removing synced objects from Genesys Cloud does not change PureConnect[^25].

Suggested rollback: turn off the advanced sync and remove the synced objects.

## Step 4: Configure queue routing behaviour

**Reproduce existing routing logic and queue structure as closely as Genesys Cloud allows**

### Do

Standard routing evaluates skills by All skills matching, Best available skills or Disregard skills, and picks the next agent by longest idle time[^58].

The voice alerting timeout on a Genesys Cloud queue is set between 7 and 59 seconds[^54].

For more on queue configuration, see also [Setting up queues and skills-based routing in Genesys Cloud](https://warmtransfer.net/knowledge/genesys-cloud-queue-setup)[^57].

### Verify

When the alerting timeout expires, the agent goes to Not Responding and the call returns to the queue[^54].

Suggested check: place a test call to each queue and confirm it reaches the agent the legacy rules would have chosen.

### Rollback

Suggested rollback: edit the queue settings back to their previous values.

**Redesign routing around Genesys Cloud queue routing methods and data actions**

### Do

A Genesys Cloud queue can use standard routing, predictive routing, bullseye routing, preferred agent routing or conditional group routing[^57].

Bullseye routing allows up to 5 rings, with a configurable delay between rings and skills removed at each ring to widen the agent pool[^55].

The voice alerting timeout on a Genesys Cloud queue is set between 7 and 59 seconds, and when it expires the agent goes to Not Responding and the call returns to the queue[^54].

### Verify

Suggested check: place test calls and confirm the eligible agent pool widens at each configured delay.

### Rollback

Suggested rollback: switch the queue back to the simplest routing method and its previous settings.

## Step 5: Build Architect flows and integrations

**Reproduce existing routing logic and queue structure as closely as Genesys Cloud allows**

### Do

WarmTransfer's reading of the sources is that each legacy strategy is rebuilt by hand as Architect flows and queues[^39].

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[^17].

Data actions can drive routing decisions in Architect interaction flows (see [Genesys Cloud Architect flows](https://warmtransfer.net/knowledge/genesys-architect-flows))[^18].

Data actions in a call flow time out after 60 seconds by default, and an administrator can set the timeout anywhere from 1 to 60 seconds[^89].

Genesys recommends setting a Call Data Action timeout of no more than 30 seconds, although the default is 1 minute[^90].

Publishing a new flow makes it available on the Call Routing or Message Routing admin page, where it can be assigned to numbers and schedules[^91].

### Verify

While Architect publishes a flow it shows the status messages Validating, Publishing and Published in turn[^92].

Documented causes of a data action taking the Failure path in a flow include changed credentials, a deleted custom action still referenced in the flow, zero or multiple search results, a response that no longer matches the success schema, and endpoint timeouts[^93].

Suggested check: place a test call through each branch of each flow and confirm it reaches the same destination as the legacy logic.

### Rollback

Only published Architect call flows can be selected in a call route, so a flow carries no traffic until a call route uses it[^15].

The Architect Save menu offers Revert to Version to return a flow to a specific earlier version[^94].

**Redesign routing around Genesys Cloud queue routing methods and data actions**

### Do

Data actions can drive routing decisions in Architect interaction flows and present external data to agents through Scripts[^18].

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[^17].

AWS guidance recommends starting early with a basic flow and iterating with stakeholders rather than rigidly following the original design[^95].

Genesys recommends setting a Call Data Action timeout of no more than 30 seconds, although the default is 1 minute[^90].

### Verify

While Architect publishes a flow it shows the status messages Validating, Publishing and Published in turn[^92].

Suggested check: run the test cases written for the new design against each published flow.

### Rollback

Only published Architect call flows can be selected in a call route, so a flow carries no traffic until a call route uses it[^15].

The Architect Save menu offers Revert to Version to return a flow to a specific earlier version[^94].

## Step 6: Put flows under version control

### Do

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[^1].

YAML export does not support sequence builders, which render as equivalent expressions that still function[^75].

The CX as Code genesyscloud_flow Terraform resource deploys a flow from a YAML file given by filepath and supports key/value substitutions[^96].

In that resource, changing a flow's name creates a new flow with a new GUID, and the original flow stays in the org[^97].

### Verify

Suggested check: re-import an exported flow into a test organization and confirm it loads without errors.

### Rollback

Re-import the previous YAML version with Archy[^1].

Importing a flow configuration into an open Architect flow overwrites the existing configuration[^98].

## Step 7: Load workforce management history

### Do

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[^73].

Genesys Cloud WFM historical data import accepts up to 3 years of historical data[^74].

Imported data must be in 15-minute intervals starting at:00,:15,:30 or:45, with ISO timestamps in UTC[^69].

A single file can be at most 5 GB, and all successfully uploaded files together are capped at 5 GB and 50 files[^71].

### Verify

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[^70].

Genesys Cloud WFM uses imported historical data for forecasts built with the Automatic Best Method option and for the Continuous Forecast[^72].

Suggested check: generate a forecast with that method after the import completes and confirm it reflects the imported history.

### Rollback

Suggested rollback: correct the source data and upload corrected files.

## Step 8: Configure recording and decide how legacy recordings stay reachable

### Do

Genesys Cloud recording and quality policies apply only to interactions that happen after the policy is enabled, so create them before the first production call[^61].

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[^60].

Recording policy actions can retain recordings, not save them, archive them after a set period, or delete them after a set number of days[^62].

Genesys Cloud sets no minimum or maximum retention for voice and digital recordings, but screen recordings can be kept for at most 365 days[^99].

Genesys Cloud recording storage follows the organization's local Genesys Cloud media region[^64].

Field reports suggest that recordings from a previous platform cannot be imported natively into Genesys Cloud CX[^59].

In the field, practitioners point migrating customers who need access to legacy recordings to an AppFoundry offering called R2S from Genesys Professional Services[^63].

AWS guidance says archiving legacy data in place may be more cost-effective than migrating it, especially when the data is on a purchased platform and rarely accessed[^100].

### Verify

Suggested check: place a test call that matches a policy and confirm a recording appears with the expected retention.

### Rollback

Suggested rollback: disable or edit the policy.

## Step 9: Create call routes and pilot on test numbers

### Do

Only call flows already published in Architect can be selected in a call route[^101].

A call route can always send calls to one flow, or use a schedule group to choose between open, closed and holiday flows, and it can also name an emergency group and flow[^16].

The emergency group must be activated at the time of the emergency for the emergency flow to take effect[^102].

A single call route can hold at most 4,500 phone numbers, and high counts may degrade Edge processing performance[^103].

### Verify

Suggested check: call each test number in open, closed and holiday states and confirm each call reaches the correct flow.

### Rollback

Suggested rollback: remove the test number from the call route.

## Step 10: Move production numbers in waves

**Genesys Cloud Voice (numbers are ported to Genesys)**

### Do

Genesys recommends submitting a port request 2-3 weeks in advance, because carriers can take up to 10 days to confirm release dates[^48].

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[^49].

A DID port request takes at most 500 numbers, entering more makes the port fail, and larger batches use a separate process[^46].

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[^53].

This DID porting procedure covers the US and Canada, and EMEA porting follows a separate procedure[^52].

SMS services on ported numbers do not transfer with voice service and will likely be disrupted by the port[^51].

The Genesys Cloud Voice Local Number Porting team completes most ports in 5 business days[^32].

### Verify

Ported numbers should be available immediately, though activation can take up to 15 minutes in some situations[^47].

Suggested check: call each ported number after activation and confirm it reaches its call route.

### Rollback

Genesys warns that snapbacks of ported numbers may not be accepted, so port details must be confirmed before submission[^50].

Suggested rollback: keep the legacy routing ready to receive each wave's numbers until the wave is stable.

**BYOC Cloud (you keep your own carrier contract)**

### Do

Have the carrier direct each wave's numbers to the trunk's Inbound SIP Termination Identifier, the regionally unique identifier that directs inbound carrier traffic to the organization[^7].

DID and toll-free ranges are added at Admin > Telephony > DID Numbers > DID Ranges > Create Range with DID Start, DID End and Service Provider, and equal start and end create a single number[^104].

A single call route holds at most 4,500 phone numbers[^14].

### Verify

Suggested check: call each re-pointed number and confirm it reaches its call route.

### Rollback

WarmTransfer's reading of the sources is that, because the numbers stay on your own carrier contract, moving a number back to the legacy platform is a carrier routing change rather than a port[^11].

Suggested rollback: agree the re-point procedure and its turnaround with the carrier before the first wave.

## Step 11: Move agents onto Genesys Cloud in waves

### Do

AWS guidance says organizations often move agents in groups by line of business or job type, a phase that can last several months and requires cross-platform call transfers between teams during that time[^105].

AWS guidance suggests migrating teams that frequently transfer calls to each other together, and shortening the cross-platform transfer period[^106].

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[^66].

Genesys Cloud WebRTC phones use a WebRTC phone trunk that the administrator creates and configures[^68].

Genesys Cloud WebRTC phones support headset call control for Plantronics/Poly, Jabra, Sennheiser/EPOS, Yealink and Cyber Acoustics headsets[^67].

When a bulk import updates existing people, Genesys Cloud adds roles and queues but does not replace or remove them[^2].

When agents move from desk phones to a soft phone, AWS guidance recommends building adjustment time into the training schedule and expecting a learning curve after go-live[^107].

AWS guidance lists legacy agent habits as a migration risk, including other collaboration apps on the same device clashing with contact center calls for audio devices[^108].

### Verify

Suggested check: have each agent in the wave place and receive a test call and confirm they appear in the correct queues.

### Rollback

Suggested rollback: return the wave's agents to the legacy desktop and, where Step 10 allows it, move the wave's numbers back.

## Step 12: Decommission the legacy platform

**Genesys Engage on-premises**

### Do

For legacy call recordings and reporting statistics, AWS guidance offers 2 options: migrate the data after a feasibility check, or archive it in place and decommission it when the minimum retention period expires[^109].

AWS guidance recommends making the new platform's handover into business-as-usual operations a gate for go-live approval, and agreeing platform ownership before go-live[^110].

### Verify

Suggested check: confirm that no traffic reaches the legacy platform for an agreed observation period.

### Rollback

Suggested rollback: keep a configuration export of the legacy platform until final sign-off.

**PureConnect (CIC)**

### Do

PureConnect can act as an identity provider for Genesys Cloud, so move sign-in to another identity provider before you disable the integration[^26].

PureConnect end of support was July 31, 2025[^42].

For legacy call recordings and reporting statistics, AWS guidance offers 2 options: migrate the data after a feasibility check, or archive it in place and decommission it when the minimum retention period expires[^109].

### Verify

Suggested check: confirm that users sign in through the new identity provider and that no traffic reaches the legacy servers.

### Rollback

Suggested rollback: re-enable the sync and the previous identity provider while the legacy servers still exist.

## Applicability

Applies to: Genesys Cloud CX, Genesys PureConnect, Genesys Interaction Routing Designer, Genesys Composer, Amazon Web Services Amazon Connect Customer, Genesys Cloud for PureConnect, Genesys Cloud, Genesys Cloud call routing, Genesys Cloud Architect, Genesys Cloud data actions, Genesys CX as Code Terraform provider, and Bandwidth Universal Platform voice. Deployments: on-premises, hybrid, multi-tenant, and hosted. Sources checked 2026-10-02. The Genesys Cloud for PureConnect pairing requires CIC 2016 R3 or later[^76]. The Genesys Cloud Voice DID porting procedure covers the US and Canada, and EMEA porting follows a separate procedure[^52]. Genesys Cloud organizations created after May 11, 2022 are hybrid-media capable automatically[^35]. 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, and transcription is available with limitations[^9].

## What remains uncertain

The end-of-life, renewal and end-of-support dates for Genesys Engage on-premises are not covered by the sources below. A step-by-step BYOC Premises or hybrid media design is not covered by the sources below. The EMEA porting procedure itself is not covered by the sources below. A vendor-documented statement on importing legacy recordings into Genesys Cloud CX is not covered by the sources below. A sourced procedure for removing WFM historical data after import is not covered by the sources below. Migration of outbound campaigns, digital channels, reporting history and analytics is not covered by the sources below. Licensing, pricing and edition entitlements are not covered by the sources below.

## Sources

[^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. Source: [Define Architect flows using YAML](https://help.genesys.cloud/articles/define-architect-flows-using-yaml/), Define Architect flows using YAML, introduction. Checked 2026-10-02.
[^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. Source: [Bulk upload of people data](https://help.genesys.cloud/articles/add-people-csv-file-import/), Bulk upload of people data, updating existing people. Checked 2026-10-02.
[^3]: A Genesys Cloud people bulk-import CSV requires only name and email. Optional columns include queues and skills. Source: [Bulk upload of people data](https://help.genesys.cloud/articles/add-people-csv-file-import/), Bulk upload of people data, required fields and column order. Checked 2026-10-02.
[^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. Source: [Bulk upload of people data](https://help.genesys.cloud/articles/add-people-csv-file-import/), Bulk upload of people data, queues and skills format. Checked 2026-10-02.
[^5]: The carrier must add Genesys Cloud's published BYOC Cloud SIP IP addresses to the allowlist on its carrier-side ACL. Source: [Carrier requirements for BYOC Cloud](https://help.genesys.cloud/articles/carrier-requirements-byoc-cloud/), Carrier requirements for BYOC Cloud, IP address section. Checked 2026-10-02.
[^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. Source: [Telephony connection options overview](https://help.genesys.cloud/articles/telephony-connection-options/), Telephony connection options overview, BYOC Cloud section. Checked 2026-10-02.
[^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. Source: [Create a trunk under BYOC Cloud](https://help.genesys.cloud/articles/create-a-byoc-cloud-trunk/), Create a trunk under BYOC Cloud, SIP routing section. Checked 2026-10-02.
[^8]: A BYOC PBX trunk with PBX passthrough lets a third-party PBX send calls intended for the PSTN directly through Genesys Cloud. Source: [Create a trunk under BYOC Cloud](https://help.genesys.cloud/articles/create-a-byoc-cloud-trunk/), Create a trunk under BYOC Cloud, PBX passthrough section. Checked 2026-10-02.
[^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. Source: [Telephony connection options overview](https://help.genesys.cloud/articles/telephony-connection-options/), Telephony connection options overview, BYOC Premises section. Checked 2026-10-02.
[^10]: A BYOC Cloud carrier must have a publicly routable IP address or host name. Source: [Carrier requirements for BYOC Cloud](https://help.genesys.cloud/articles/carrier-requirements-byoc-cloud/), Carrier requirements for BYOC Cloud, requirements list. Checked 2026-10-02.
[^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). Source: [Telephony connection options overview](https://help.genesys.cloud/articles/telephony-connection-options/), Telephony connection options overview, BYOC Cloud section (carrier contract). Checked 2026-10-02.
[^12]: A BYOC Cloud carrier must support the UDP, TCP or TLS trunk transport protocol. Source: [Carrier requirements for BYOC Cloud](https://help.genesys.cloud/articles/carrier-requirements-byoc-cloud/), Carrier requirements for BYOC Cloud, requirements list. Checked 2026-10-02.
[^13]: There are two BYOC Cloud trunk types: BYOC Carrier and BYOC PBX. BYOC PBX has a single subtype, Generic BYOC PBX. Source: [Create a trunk under BYOC Cloud](https://help.genesys.cloud/articles/create-a-byoc-cloud-trunk/), Create a trunk under BYOC Cloud, trunk type section. Checked 2026-10-02.
[^14]: A single Genesys Cloud call route holds at most 4,500 phone numbers. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, inbound numbers step. Checked 2026-10-02.
[^15]: Only Architect call flows that have been published can be selected in a Genesys Cloud call route. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, flow selection step. Checked 2026-10-02.
[^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. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, routing approach and schedule group steps. Checked 2026-10-02.
[^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. Source: [About the data actions integrations](https://help.genesys.cloud/articles/about-the-data-actions-integrations/), About the data actions integrations, integration list. Checked 2026-10-02.
[^18]: Data actions can drive routing decisions in Architect interaction flows and present external data to agents through Scripts. Source: [About the data actions integrations](https://help.genesys.cloud/articles/about-the-data-actions-integrations/), About the data actions integrations, uses. Checked 2026-10-02.
[^19]: December 31, 2028 is the end of maintenance and end of support for all Genesys Engage Premises perpetual and subscription products. Source: [Genesys Engage End of Life Announcement for Customers](https://docs.genesys.com/extensions/Repository/backup/backup_0.0.1_Genesys_Engage_End_of_Life_Announcement_for_Customers.pdf), PDF, milestone table, December 31 2028 row (page not confirmed). Checked 2026-10-02.
[^20]: December 31, 2027 is the end of full-year renewals of Genesys Engage Premises perpetual license maintenance and subscription terms. Source: [Genesys Engage End of Life Announcement for Customers](https://docs.genesys.com/extensions/Repository/backup/backup_0.0.1_Genesys_Engage_End_of_Life_Announcement_for_Customers.pdf), PDF, milestone table, December 31 2027 row (page not confirmed). Checked 2026-10-02.
[^21]: November 30, 2028 is the end of all renewals of Genesys Engage Premises perpetual license maintenance and subscription terms. Source: [Genesys Engage End of Life Announcement for Customers](https://docs.genesys.com/extensions/Repository/backup/backup_0.0.1_Genesys_Engage_End_of_Life_Announcement_for_Customers.pdf), PDF, milestone table, November 30 2028 row (page not confirmed). Checked 2026-10-02.
[^22]: Genesys Engage Premises subscription licenses will not function after December 31, 2028. Perpetually licensed products can continue in use without maintenance or support. Source: [Genesys Engage End of Life Announcement for Customers](https://docs.genesys.com/extensions/Repository/backup/backup_0.0.1_Genesys_Engage_End_of_Life_Announcement_for_Customers.pdf), PDF, December 31 2028 milestone description (page not confirmed). Checked 2026-10-02.
[^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. Source: [Genesys Cloud for PureConnect Administrator's Guide - Types of information synced to Genesys Cloud](https://help.genesys.com/pureconnect/mergedprojects/wh_tr/mergedprojects/wh_tr_purecloud_cic/desktop/types_of_information_synced_to_genesys_cloud.htm), Types of information synced, Sync Advanced Platform Objects. Checked 2026-10-02.
[^24]: By default, Genesys Cloud for PureConnect syncs user information from PureConnect to Genesys Cloud. Source: [Genesys Cloud for PureConnect Administrator's Guide - Types of information synced to Genesys Cloud](https://help.genesys.com/pureconnect/mergedprojects/wh_tr/mergedprojects/wh_tr_purecloud_cic/desktop/types_of_information_synced_to_genesys_cloud.htm), Types of information synced, default sync. Checked 2026-10-02.
[^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. Source: [Genesys Cloud for PureConnect Administrator's Guide - Types of information synced to Genesys Cloud](https://help.genesys.com/pureconnect/mergedprojects/wh_tr/mergedprojects/wh_tr_purecloud_cic/desktop/types_of_information_synced_to_genesys_cloud.htm), Types of information synced, note under Sync Advanced Platform Objects. Checked 2026-10-02.
[^26]: PureConnect can act as an identity provider for Genesys Cloud, so users can sign in to Genesys Cloud with their PureConnect credentials. Source: [Genesys Cloud for PureConnect Administrator's Guide - About Genesys Cloud for PureConnect](https://help.genesys.com/pureconnect/mergedprojects/wh_tr/mergedprojects/wh_tr_purecloud_cic/desktop/about_purecloud_for_cic.htm), About Genesys Cloud for PureConnect, identity provider paragraph. Checked 2026-10-02.
[^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. Source: [Genesys Cloud for PureConnect Administrator's Guide - Types of information synced to Genesys Cloud](https://help.genesys.com/pureconnect/mergedprojects/wh_tr/mergedprojects/wh_tr_purecloud_cic/desktop/types_of_information_synced_to_genesys_cloud.htm), Types of information synced, object mapping section. Checked 2026-10-02.
[^28]: Genesys Cloud Voice availability varies by country. Source: [Telephony connection options overview](https://help.genesys.cloud/articles/telephony-connection-options/), Telephony connection options overview, Genesys Cloud Voice availability. Checked 2026-10-02.
[^29]: Genesys Cloud Voice provides DID numbers in the United States, Canada and EMEA, and toll-free numbers in the United States and Canada. Source: [Genesys Cloud Voice overview](https://help.genesys.cloud/articles/genesys-cloud-voice-service/), Genesys Cloud Voice overview, availability section. Checked 2026-10-02.
[^30]: Every Genesys Cloud Voice number purchase includes emergency services, and Genesys Cloud validates the emergency address. Source: [Genesys Cloud Voice overview](https://help.genesys.cloud/articles/genesys-cloud-voice-service/), Genesys Cloud Voice overview, emergency services paragraph. Checked 2026-10-02.
[^31]: Genesys Cloud Voice includes local, long-distance and international calling, emergency services, toll-free services, number purchasing and number porting. Source: [Genesys Cloud Voice overview](https://help.genesys.cloud/articles/genesys-cloud-voice-service/), Genesys Cloud Voice overview, included services list. Checked 2026-10-02.
[^32]: The Genesys Cloud Voice Local Number Porting team completes most ports in five business days. Source: [Genesys Cloud Voice overview](https://help.genesys.cloud/articles/genesys-cloud-voice-service/), Genesys Cloud Voice overview, number porting paragraph. Checked 2026-10-02.
[^33]: Genesys Cloud Voice requires no separate carrier contract and no customer hardware, and its media is processed in the cloud. Source: [Telephony connection options overview](https://help.genesys.cloud/articles/telephony-connection-options/), Telephony connection options overview, Genesys Cloud Voice section. Checked 2026-10-02.
[^34]: Genesys Cloud hybrid media lets an organization combine any or all of BYOC Premises, BYOC Cloud and Genesys Cloud Voice. Source: [About hybrid media](https://help.genesys.cloud/articles/about-hybrid-media/), About hybrid media, introduction. Checked 2026-10-02.
[^35]: Genesys Cloud organizations created after May 11, 2022 are hybrid-media capable automatically. Source: [About hybrid media](https://help.genesys.cloud/articles/about-hybrid-media/), About hybrid media, prerequisites note. Checked 2026-10-02.
[^36]: Interaction Routing Designer can export one or more routing strategies to XML files with its Export to File option. Source: [Composer 8.1.2 Migration Guide - Using this information](https://docs.genesys.com/Documentation/Composer/8.1.2/Migration/UsingThisInfo), Using this information, exporting IRD strategies. Checked 2026-10-02.
[^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. Source: [Composer 8.1.2 Migration Guide - Using this information](https://docs.genesys.com/Documentation/Composer/8.1.2/Migration/UsingThisInfo), Using this information, post-import steps. Checked 2026-10-02.
[^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. Source: [Composer 8.1.2 Migration Guide - Using this information](https://docs.genesys.com/Documentation/Composer/8.1.2/Migration/UsingThisInfo), Using this information, importing to Composer. Checked 2026-10-02.
[^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). Source: [Composer 8.1.2 Migration Guide - Using this information](https://docs.genesys.com/Documentation/Composer/8.1.2/Migration/UsingThisInfo), Using this information, importing to Composer (Orchestration Platform target). Checked 2026-10-02.
[^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. Source: [Interaction Migrator Technical Reference - About Importing Configuration Data](https://help.genesys.com/pureconnect/mergedProjects/wh_tr/mergedProjects/wh_tr_migrator/desktop/how_migrator_handles_cic_server_media_server_configuration.htm), About Importing Configuration Data, component list. Checked 2026-10-02.
[^41]: PureConnect maintenance renewals ended on August 1, 2024. Source: [PureConnect End of Life Announcement - All versions](https://all.docs.genesys.com/PureConnect_End_of_Life_Announcement/EOL/All_versions), EOL summary table, End of Maintenance row. Checked 2026-10-02.
[^42]: PureConnect end of support was July 31, 2025. Source: [PureConnect End of Life Announcement - All versions](https://all.docs.genesys.com/PureConnect_End_of_Life_Announcement/EOL/All_versions), EOL summary table, End of Support row. Checked 2026-10-02.
[^43]: The PureConnect end-of-life announcement covers all PureConnect major releases. Source: [PureConnect End of Life Announcement - All versions](https://all.docs.genesys.com/PureConnect_End_of_Life_Announcement/EOL/All_versions), EOL summary header, Platform and Major Release fields. Checked 2026-10-02.
[^44]: Genesys announced the end of life of PureConnect on May 16, 2022. Source: [PureConnect End of Life Announcement - All versions](https://all.docs.genesys.com/PureConnect_End_of_Life_Announcement/EOL/All_versions), EOL summary table, EOL Announcement row. Checked 2026-10-02.
[^45]: The last order date for PureConnect was January 1, 2024. Source: [PureConnect End of Life Announcement - All versions](https://all.docs.genesys.com/PureConnect_End_of_Life_Announcement/EOL/All_versions), EOL summary table, Last Order Date row. Checked 2026-10-02.
[^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. Source: [Port DID numbers](https://help.genesys.cloud/articles/port-did-numbers/), Port DID numbers, DID Numbers to Port step. Checked 2026-10-02.
[^47]: Ported numbers should be available immediately, though activation can take up to 15 minutes in some situations. Source: [Port DID numbers](https://help.genesys.cloud/articles/port-did-numbers/), Port DID numbers, after the port completes. Checked 2026-10-02.
[^48]: Genesys recommends submitting a port request 2-3 weeks in advance, because carriers can take up to 10 days to confirm release dates. Source: [Port DID numbers](https://help.genesys.cloud/articles/port-did-numbers/), Port DID numbers, timing guidance. Checked 2026-10-02.
[^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. Source: [Port DID numbers](https://help.genesys.cloud/articles/port-did-numbers/), Port DID numbers, prerequisites. Checked 2026-10-02.
[^50]: Genesys warns that snapbacks of ported numbers may not be accepted, so port details must be confirmed before submission. Source: [Port DID numbers](https://help.genesys.cloud/articles/port-did-numbers/), Port DID numbers, submission warning. Checked 2026-10-02.
[^51]: SMS services on ported numbers do not transfer with voice service and will likely be disrupted by the port. Source: [Port DID numbers](https://help.genesys.cloud/articles/port-did-numbers/), Port DID numbers, SMS note. Checked 2026-10-02.
[^52]: The Genesys Cloud Voice DID porting procedure covers the US and Canada. EMEA porting follows a separate procedure. Source: [Port DID numbers](https://help.genesys.cloud/articles/port-did-numbers/), Port DID numbers, scope note. Checked 2026-10-02.
[^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. Source: [Port DID numbers](https://help.genesys.cloud/articles/port-did-numbers/), Port DID numbers, activation date and time step. Checked 2026-10-02.
[^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. Source: [Create and configure queues](https://help.genesys.cloud/articles/create-queues/), Create and configure queues, Voice channel configuration. Checked 2026-10-02.
[^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. Source: [Create and configure queues](https://help.genesys.cloud/articles/create-queues/), Create and configure queues, Bullseye routing. Checked 2026-10-02.
[^56]: A Genesys Cloud queue can have at most 5,000 members. Source: [Create and configure queues](https://help.genesys.cloud/articles/create-queues/), Create and configure queues, queue creation constraints. Checked 2026-10-02.
[^57]: A Genesys Cloud queue can use standard routing, predictive routing, bullseye routing, preferred agent routing or conditional group routing. Source: [Create and configure queues](https://help.genesys.cloud/articles/create-queues/), Create and configure queues, Routing methods section. Checked 2026-10-02.
[^58]: Standard routing evaluates skills by All skills matching, Best available skills or Disregard skills, and picks the next agent by longest idle time. Source: [Create and configure queues](https://help.genesys.cloud/articles/create-queues/), Create and configure queues, Standard routing. Checked 2026-10-02.
[^59]: Practitioners report that recordings from a previous platform cannot be imported natively into Genesys Cloud CX (field report). Source: [Access previous call recordings after migrating to Genesys](https://community.genesys.com/discussion/access-previous-call-recordings-after-migrating-to-genesys), Thread reply, 2023-01-16. Checked 2026-10-02.
[^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. Source: [Create a policy](https://help.genesys.cloud/articles/create-recording-policy/), Create a policy, matching criteria section. Checked 2026-10-02.
[^61]: Genesys Cloud recording and quality policies apply only to interactions that happen after the policy is enabled. Source: [Create a policy](https://help.genesys.cloud/articles/create-recording-policy/), Create a policy, introductory note. Checked 2026-10-02.
[^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. Source: [Create a policy](https://help.genesys.cloud/articles/create-recording-policy/), Create a policy, actions section. Checked 2026-10-02.
[^63]: Practitioners point migrating customers who need access to legacy recordings to an AppFoundry offering called R2S from Genesys Professional Services (field report). Source: [Access previous call recordings after migrating to Genesys](https://community.genesys.com/discussion/access-previous-call-recordings-after-migrating-to-genesys), Thread reply, 2023-01-17. Checked 2026-10-02.
[^64]: Genesys Cloud recording storage follows the organization's local Genesys Cloud media region. Source: [Call recording overview in Genesys Cloud](https://help.genesys.cloud/articles/recording-in-genesys-cloud/), Call recording overview, storage statement. Checked 2026-10-02.
[^65]: Genesys Cloud offers three telephony connection options: Genesys Cloud Voice, BYOC Cloud and BYOC Premises. Source: [Telephony connection options overview](https://help.genesys.cloud/articles/telephony-connection-options/), Telephony connection options overview, introduction. Checked 2026-10-02.
[^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. Source: [About Genesys Cloud WebRTC phones](https://help.genesys.cloud/articles/about-genesys-cloud-webrtc-phones/), About Genesys Cloud WebRTC phones, introduction. Checked 2026-10-02.
[^67]: Genesys Cloud WebRTC phones support headset call control for Plantronics/Poly, Jabra, Sennheiser/EPOS, Yealink and Cyber Acoustics headsets. Source: [About Genesys Cloud WebRTC phones](https://help.genesys.cloud/articles/about-genesys-cloud-webrtc-phones/), About Genesys Cloud WebRTC phones, headsets section. Checked 2026-10-02.
[^68]: Genesys Cloud WebRTC phones use a WebRTC phone trunk that the administrator creates and configures. Source: [About Genesys Cloud WebRTC phones](https://help.genesys.cloud/articles/about-genesys-cloud-webrtc-phones/), About Genesys Cloud WebRTC phones, trunk configuration link. Checked 2026-10-02.
[^69]: Imported WFM historical data must be in 15-minute intervals starting at :00, :15, :30 or :45, with ISO timestamps in UTC. Source: [Historical data import overview](https://help.genesys.cloud/articles/historical-data-import-overview/), Historical data import overview, file format section. Checked 2026-10-02.
[^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. Source: [Historical data import overview](https://help.genesys.cloud/articles/historical-data-import-overview/), Historical data import overview, processing section. Checked 2026-10-02.
[^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. Source: [Historical data import overview](https://help.genesys.cloud/articles/historical-data-import-overview/), Historical data import overview, file size section. Checked 2026-10-02.
[^72]: Genesys Cloud WFM uses imported historical data for forecasts built with the Automatic Best Method option and for the Continuous Forecast. Source: [Historical data import overview](https://help.genesys.cloud/articles/historical-data-import-overview/), Historical data import overview, use of imported data. Checked 2026-10-02.
[^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. Source: [Historical data import overview](https://help.genesys.cloud/articles/historical-data-import-overview/), Historical data import overview, prerequisites. Checked 2026-10-02.
[^74]: Genesys Cloud WFM historical data import accepts up to three years of historical data. Source: [Historical data import overview](https://help.genesys.cloud/articles/historical-data-import-overview/), Historical data import overview, introduction. Checked 2026-10-02.
[^75]: YAML export of an Architect flow does not support sequence builders. They render as equivalent expressions that still function. Source: [Define Architect flows using YAML](https://help.genesys.cloud/articles/define-architect-flows-using-yaml/), Define Architect flows using YAML, note on sequence builders. Checked 2026-10-02.
[^76]: Genesys Cloud for PureConnect lets CIC administrators set up a paired Genesys Cloud organization from within CIC Interaction Administrator, which continuously syncs CIC user information such as name, email, extension and phone numbers; it requires CIC 2016 R3 or later. Source: [Genesys Cloud for PureConnect - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/genesys-cloud-for-cic/), article body, overview and requirements. Checked 2026-09-25.
[^77]: AWS guidance for Avaya migrations gives two approaches: phased, moving components or IVR business functions one at a time, which is often preferred for complex systems or to minimize risk; or a full migration that switches everything at once. Source: [Decision-making processes - Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/migrate-avaya-to-connect-lex/decision-making-processes.html), Step 2: Choose between a phased approach or a full migration. Checked 2026-09-25.
[^78]: AWS guidance recommends keeping the period of running two contact center platforms as short as practical, because a longer period raises cost, operator burden and the risk of errors such as making changes on the wrong platform. Source: [Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/overview.html), Primary vision, bullet Pace. Checked 2026-09-25.
[^79]: AWS guidance says an IVR workload can be migrated in phases, such as by business unit, and that choosing which business unit goes first is extremely important. Source: [Migration planning - Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/migrate-avaya-to-connect-lex/migration-plan.html), Preparing your data. Checked 2026-09-25.
[^80]: AWS guidance advises getting security compliance approval of decisions such as call-recording encryption policy, and sign-off on designs, before starting the build, because infrastructure decisions are costly to change later. Source: [Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/overview.html), Targeted business outcomes, bullet Improved total cost of ownership (TCO). Checked 2026-09-25.
[^81]: AWS guidance says the migration plan must review all existing call flows and, during a hybrid period with two telephony systems, make sure no part of a flow is duplicated and no important logic is dropped. Source: [Migration planning - Migrating an on-premises Avaya contact center to Amazon Connect and Amazon Lex (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/migrate-avaya-to-connect-lex/migration-plan.html), Evaluating the current architecture, final paragraph. Checked 2026-09-25.
[^82]: Genesys Cloud Voice customers manage numbers in Number Management rather than the DID Ranges feature. Source: [Manage DID and toll-free number ranges](https://help.genesys.cloud/articles/did-numbers/), Manage DID and toll-free number ranges, note. Checked 2026-09-30.
[^83]: A BYOC Cloud carrier must be SIP-compliant and fully support Record-Routing as required by RFC 3261. Source: [Carrier requirements for BYOC Cloud](https://help.genesys.cloud/articles/carrier-requirements-byoc-cloud/), Carrier requirements for BYOC Cloud, requirements list. Checked 2026-09-30.
[^84]: The BYOC Cloud checklist requires ACLs configured on both sides of the connection and SIP and media access allowed through the customer firewall. Source: [BYOC Cloud configuration checklist](https://help.genesys.cloud/articles/byoc-cloud-configuration-checklist/), BYOC Cloud configuration checklist, ACL and firewall items. Checked 2026-09-30.
[^85]: BYOC Cloud trunks support only an allowlist in SIP Access Control; there is no denylist for BYOC Cloud trunks. Source: [Configure SIP Access Control](https://help.genesys.cloud/articles/configure-sip-access-control/), Configure SIP Access Control, BYOC Cloud note. Checked 2026-09-30.
[^86]: Genesys warns that checking Allow All in SIP Access Control is a security risk because any entity on the Internet can then contact Genesys Cloud using the trunk. Source: [Configure SIP Access Control](https://help.genesys.cloud/articles/configure-sip-access-control/), Configure SIP Access Control, Allow All warning. Checked 2026-09-30.
[^87]: Genesys states that new customers and customers creating new BYOC Cloud SIP trunks should use the Dynamic Cloud Voice platform. Source: [Dynamic Cloud Voice platform overview and migration guide](https://help.genesys.cloud/articles/dynamic-cloud-voice-platform-overview/), Dynamic Cloud Voice platform overview, introduction. Checked 2026-09-30.
[^88]: Bandwidth's Universal Platform guide for Genesys Cloud BYOC requires digest authentication on the Generic BYOC Carrier trunk, Address Omit + Prefix set to Disabled, and E.164 traffic. Source: [BYOC for Genesys Cloud on the Universal Platform](https://www.bandwidth.com/support/en/articles/12823444-byoc-for-genesys-cloud-on-the-universal-platform), BYOC for Genesys Cloud on the Universal Platform, Genesys configuration section. Checked 2026-09-30.
[^89]: Data actions in a call flow time out after 60 seconds by default, and an administrator can set the timeout anywhere from 1 to 60 seconds. Source: [How many seconds before a data action times out? - Genesys Cloud Resource Center](https://help.genesys.cloud/faqs/how-many-seconds-before-a-data-action-times-out/), FAQ answer; call flows sentence. Checked 2026-09-25.
[^90]: Genesys recommends setting a Call Data Action timeout of no more than 30 seconds, although the default is one minute. Source: [Call Data action - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/call-data-action/), Call Data action; Timeout field. Checked 2026-09-25.
[^91]: Publishing a new flow makes it available on the Call Routing or Message Routing admin page, where it can be assigned to numbers and schedules. Source: [Publish an Architect flow](https://help.genesys.cloud/articles/publish-an-architect-flow/), Publish an Architect flow; paragraph after procedure. Checked 2026-09-25.
[^92]: While Architect publishes a flow it shows the status messages Validating, Publishing and Published in turn. Source: [Publish an Architect flow](https://help.genesys.cloud/articles/publish-an-architect-flow/), Publish an Architect flow; procedure step describing status messages. Checked 2026-09-25.
[^93]: Documented causes of a data action taking the Failure path in a flow include changed credentials, a deleted custom action still referenced in the flow, zero or multiple search results, a response that no longer matches the success schema, and endpoint timeouts. Source: [Data action fails in interaction flows - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/data-action-fails-in-interaction-flows/), Data action fails in interaction flows; Cause sections. Checked 2026-09-25.
[^94]: The Architect Save menu offers Revert to Version to return a flow to a specific earlier version, and Discard to drop unsaved changes and reload the last saved version. Source: [Maintain a flow](https://help.genesys.cloud/articles/maintain-a-call-flow/), Maintain a flow; Discard and Revert items. Checked 2026-09-25.
[^95]: AWS guidance contrasts infrastructure components, which are hard to change, with contact flows and caller journeys, which are easy to change, and recommends starting early with a basic flow and iterating with stakeholders rather than rigidly following the original design. Source: [Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/overview.html), Targeted business outcomes, bullet Agile customer experience. Checked 2026-09-25.
[^96]: The genesyscloud_flow resource deploys a flow from a YAML file given by filepath, supports key/value substitutions, and offers force_unlock, which the docs say mirrors the archy CLI behaviour. Source: [genesyscloud_flow Resource - terraform-provider-genesyscloud](https://github.com/MyPureCloud/terraform-provider-genesyscloud/blob/main/docs/resources/flow.md), docs/resources/flow.md; filepath, substitutions and force_unlock arguments. Checked 2026-09-25.
[^97]: In the CX as Code genesyscloud_flow Terraform resource, changing a flow's name creates a new flow with a new GUID, and the original flow stays in the org. Source: [genesyscloud_flow Resource - terraform-provider-genesyscloud](https://github.com/MyPureCloud/terraform-provider-genesyscloud/blob/main/docs/resources/flow.md), docs/resources/flow.md; resource description. Checked 2026-09-25.
[^98]: Importing a flow configuration into an open Architect flow overwrites the existing configuration; export makes a flow portable to other Genesys Cloud organizations. Source: [Maintain a flow](https://help.genesys.cloud/articles/maintain-a-call-flow/), Maintain a flow; Import and Export items. Checked 2026-09-25.
[^99]: Genesys Cloud sets no minimum or maximum retention for voice and digital recordings, but screen recordings can be kept for at most 365 days. Source: [Data retention periods and export functionality by feature - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/data-retention-periods-by-feature/), retention table, recordings and screen recordings rows. Checked 2026-09-25.
[^100]: AWS guidance says archiving legacy data in place may be more cost-effective than migrating it, especially when the data is on a purchased platform and rarely accessed, so that using two portals for old and new data is practical. Source: [Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.html), Data migration, second bullet. Checked 2026-09-25.
[^101]: Only call flows already published in Architect can be selected in a call route; a call route cannot point to an unpublished flow. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route; flow selection step. Checked 2026-09-25.
[^102]: A call route can name an emergency group and emergency call flow, but the emergency group must be activated at the time of the emergency for that flow to take effect. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route; emergency routing step. Checked 2026-09-25.
[^103]: A single call route can hold at most 4500 phone numbers, and high counts may degrade Edge processing performance. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route; phone number field note. Checked 2026-09-25.
[^104]: DID and toll-free ranges are added at Admin > Telephony > DID Numbers > DID Ranges > Create Range with DID Start, DID End and Service Provider; equal start and end create a single number. Source: [Manage DID and toll-free number ranges](https://help.genesys.cloud/articles/did-numbers/), Manage DID and toll-free number ranges, add a range. Checked 2026-09-30.
[^105]: AWS guidance says organizations often move agents in groups by line of business or job type, a phase that can last several months and requires cross-platform call transfers between teams during that time. Source: [Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.html), Transferring calls between other platforms and Amazon Connect, first paragraph. Checked 2026-09-25.
[^106]: To avoid building call-attached-data exchange between platforms, AWS guidance suggests migrating teams that frequently transfer calls to each other together, and shortening the cross-platform transfer period. Source: [Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.html), Transferring calls between other platforms and Amazon Connect, bullet Transfers without call attached data. Checked 2026-09-25.
[^107]: When agents move from desk phones to a soft phone, AWS guidance recommends building adjustment time into the training schedule and expecting a learning curve after go-live. Source: [Operational considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/ops-considerations.html), Shifting to soft phones, first bullet. Checked 2026-09-25.
[^108]: AWS guidance lists legacy agent habits as a migration risk: agents used to Wi-Fi may resist a wired-connection requirement, and other collaboration apps such as Teams or Zoom on the same device can clash with contact center calls for audio devices. Source: [Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.html), Legacy habits. Checked 2026-09-25.
[^109]: For legacy call recordings and reporting statistics, AWS guidance offers two options: migrate the data to the new platform after a feasibility check such as audio format compatibility, or archive it in place and decommission it when the minimum retention period expires. Source: [Technical considerations - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/tech-considerations.html), Data migration. Checked 2026-09-25.
[^110]: AWS guidance recommends making the new platform's handover into business-as-usual operations a gate for go-live approval, and agreeing platform ownership before go-live. Source: [Overview - Strategies for migrating your contact center to Amazon Connect (AWS Prescriptive Guidance)](https://docs.aws.amazon.com/prescriptive-guidance/latest/strategy-migration-connect/overview.html), Targeted business outcomes, bullet Smooth and timely service introduction. Checked 2026-09-25.