Deploying Genesys Cloud in the UAE requires special considerations when designing a call center architecture for handling agent-to-agent calling outside of the UAE. These special considerations exist because the UAE has a dynamic regulatory environment and the interpretation and approval of an architecture for agent-to-agent calling outside of the UAE is provided solely by the UAE government. Furthermore, there is no guarantee that an architecture will be approved. In fact, an architecture that is approved today may be rejected tomorrow due to legal or regulatory changes and interpretations.

To help guide you through this process, Genesys strongly recommends that you configure all agent-to-agent calling to use the PSTN by an approved third-party telephony service provider (TSP) in the UAE versus over the internet. For more information about setting up telephony sites, number plans, and trunks, see Sites overview, Add a number plan, and About trunks.

Note: The content of this document, which generally describes Genesys Cloud use in the UAE, is for informational purposes only. It represents Genesys’ knowledge and experience with the UAE telecommunications regulations. The information is not legal advice and before implementing any solution, customers should consult with their legal counsel, their TSP, and the Telecommunications And Digital Government Regulatory Authority (TDRA) to ensure that they are in compliance with all UAE laws and telecommunications and contact center regulations.

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