You must define the phone configuration in Genesys Cloud CX to associate with a physical phone. What binds the phone's settings in Genesys Cloud CX…

In Genesys Cloud CX, the Hardware ID (MAC address) is what binds the phone's settings to a physical

phone. When configuring a phone in Genesys Cloud CX, you need to enter the MAC address, which

uniquely identifies the physical device on the network. This binding ensures that the phone

configuration, including the phone model, base settings, and other details, are correctly associated

with the correct physical device.

The MAC address serves as the unique identifier that allows Genesys Cloud CX to apply the

appropriate settings to the correct phone, ensuring seamless operation.