Genesys Cloud Voice activation requirements and service restrictions for Brazil

There are certain activation requirements and service restrictions that apply to using Genesys Cloud Voice in Brazil.

Activation requirements

• Any company in Brazil can purchase Genesys Cloud Voice geographic numbers in Brazil. For geographical numbers, the location of the end user (place of residence/business) must be within the relevant geographic area. Additional address and identity verification documents are required for purchase. 
• Geographic numbers are based on city area codes. For example, a Brasília area number (+55-61-XXX-XXXX). Not all cities are available; availability depends on Genesys supplier inventory and current availability in the market. The Genesys Cloud Voice Number Management provides the most current information about the availability of numbers in any geographic area. For more information, see Purchase DID numbers.
• Numbers are available to companies located outside Brazil (International address). These numbers have some service restrictions and can be requested through Genesys Cloud Voice Support.
• A domestic toll-free number requires a proof of Brazilian business address for activation. Valid documents must show a link between the end-user and address, and include business registries or utility bills issued in the last 12 months. Numbers can only be called within Brazil from landlines and mobile phones. Brazil has a regulatory process requirement for obtaining domestic toll-free numbers. The numbers per order are limited in quantity (maximum of 5 numbers per user) and can take a few days to weeks from order to activation. For more information, see Purchase toll-free numbers.

Service restrictions

• Domestic Outbound calling is only available from Genesys numbers; local outbound calls from other numbers are not supported.
• Due to local regulations, an LOA signed by the current owner of the number is required to port-in numbers. 
• DID Numbers available to customers with international addresses have the following limitations:
  • Number portability is not supported.
  • Outbound calling is not supported.
  • Calling Emergency services is not supported.
  • Intermittent national and international reachability issues have been reported for numbers from Sorocaba and Bauru.
• Genesys Cloud Voice does not offer non-geographic numbers (NGN). However, Genesys constantly evaluate customer requirements and may offer these numbers in the future.

Documentation requirements 

As part of the purchasing process, it is required that proof of business documentation be submitted when requesting numbers from Argentina.