Genesys Cloud Voice activation requirements and service restrictions for Mexico

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

Activation requirements

• Any company in Mexico can purchase Genesys Cloud Voice geographic numbers in Mexico. 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 Mexico City area number (+52-55-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 Mexico (International address). These numbers have some service restrictions and can be requested through Genesys Cloud Voice Support. 
• Domestic toll-free numbers in Mexico start with the prefix (0800). A domestic toll-free number does not require an address for activation. These numbers can only be called within Mexico from landlines and mobile phones. Mexico has a regulatory process requirement for obtaining domestic toll-free numbers. The numbers per order are limited in quantity 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.
  • Reachability issues have been reported when dialing from outside Mexico.
• 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 Mexico.