Genesys Cloud Voice activation requirements and service restrictions for Colombia

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

Activation requirements

• Any company in Colombia can purchase Genesys Cloud Voice numbers in Colombia. 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 Bogotá area number (+57-601-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 outside Colombia (International address). These numbers have some service restrictions and can be requested through Genesys Cloud Voice Support. 
• Domestic toll-free numbers in Colombia start with the prefix (0800). These numbers can only be called within Colombia from landlines and mobile phones. Columbia has a regulatory process requirement for obtaining domestic toll-free numbers. For more information, see Purchase toll-free numbers.
• A global address of the end user is required. This information must be submitted before activating the number and the information must be up to date during use.

Service restrictions

• Number portability is not currently supported in Colombia.
• Intermittent international reachability and DTMF issues may prevail.
• Domestic Outbound calling is only available from Genesys numbers; local outbound calls from other numbers are not supported.
• DID Numbers available to customers with international addresses have the following limitations:
  • Colombian numbers are limited to two channels (or simultaneous calls) per number. Genesys can increase the call capacity per number to 10 or 30 by request.
  • Number portability is not supported.
  • Outbound calling is not supported.
  • Calling Emergency services is not supported.
• Genesys Cloud Voice does not offer non-geographic numbers (NGN). However, Genesys constantly evaluates 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.