Create a Suicide and Crisis Lifeline number plan

Genesys will soon add a default 988 Suicide and Crisis Lifeline number plan to the list of number plans. Until that time, you can manually add a 988 number plan and test it.

  1. Click Admin.
  2. Under Telephony, click Sites.
  3. Select your site from the Site Name list.
  4. Click the Number Plans tab.
  5. Click New Number Plan.
  6. Enter  Suicide and Crisis Lifeline in the Number Plan Name box.
  7. Select Regular Expression from the Match Type list.
  8. Enter ^(^988)?  in the Match Expression box.
  9. Enter 1-800-273-8255 in the Normalized Number Expression box.
  10. Enter Suicide and Crisis Lifeline in the Classification box.
  11. Drag your new Suicide and Crisis Lifeline number plan to the second position under the Emergency number plan.
  12. Click Save Number Plans.
  13. Click the Outbound Routes tab.
  14. Click Classifications and select Suicide and Crisis Lifeline.
  15. Click Save Outbound Routes.
  16. Click the Simulate Call tab.
  17. Type 988 in the Enter a Phone Number or Address box.
  18. Click Simulate Call.

You should see that the call was a success and can check for more details in the Log list.