Port DID numbers in EMEA


If your country is listed in the EMEA section of the Genesys Cloud Voice global coverage article, then you should be able to port numbers from your carrier into Genesys Cloud Voice. However, porting numbers in EMEA depends on specific carrier agreements and is not guaranteed. If you are not sure, you can submit the list of numbers to PCVoiceTelcoRequest@genesys.com for verification prior to requesting a port.

To port numbers from your carrier to Genesys Cloud Voice in EMEA, you request a Genesys Cloud Voice Number Porting form and a Letter of Authorization (LOA) form from our support technicians.

As you fill in the forms, keep in mind that it is imperative that all information on the LOA form match exactly with what the current carriers have on record per location. If you are unsure, ask your carriers for a Customer Service Record (CSR), also known as Services and Equipment list. This list can serve as the official record of information to put on the LOA form. If there are multiple locations or multiple carriers, you need to complete a DID LOA form for each location or carrier.

  1. Email our support technicians at PCVoiceTelcoRequest@genesys.com and request a Genesys Cloud Voice DID Number Porting form and an LOA form for your country.
  2. Send the completed forms back to our support technicians at PCVoiceTelcoRequest@genesys.com.

    When our system receives your email request, it automatically creates a support request ticket and our support technicians handle your request during our normal business hours: M-F 8 AM – 5 PM EST. Keep in mind that while our support technicians process your port request within 24 hours of receipt, it could take up to 10 days to confirm an exact port date.

  3. Set up and remove forwarding for phone numbers you plan to port to Genesys Cloud Voice (optional). 
    • After you provision DID numbers from Genesys Cloud Voice, contact your carrier to request that they forward these numbers to the Genesys Cloud Voice numbers.
    • Once the porting process is complete, work with your carrier to unassign and disconnect forwarding.