Purchase DID numbers

Prerequisites

Genesys Cloud Voice Admin role

While the actual DID number purchase operation is a straightforward procedure, there are certain restrictions that apply to the numbers you can purchase. These restrictions are based on your AWS region.

Restrictions

US East (N. Virginia) / US West (Oregon) / Canada (Central) / South America (São Paulo)

If you are in the US East (N. Virginia) AWS region, the US West (Oregon) AWS region, the Canada (Central) AWS region, or the South America (São Paulo) AWS region, you can see and purchase numbers in the United States, Canada, and the following APAC, EMEA, and LATAM countries.

APAC	EMEA	LATAM
Australia Hong Kong Singapore South Korea Thailand	Austria Belgium Croatia Cyprus Czech Republic Denmark Finland France Germany Greece Hungary Ireland Israel Italy Netherlands Norway Poland Portugal Romania South Africa Spain Sweden Switzerland United Kingdom	Argentina Brazil Chile Colombia Dominican Republic El Salvador Mexico Panama Peru

For more information about country-specific regulations, see Genesys Cloud Voice global coverage requirements and restrictions.

EU (Ireland) / EU (Frankfurt) / EU (London)

If you are in the EU (Ireland) AWS region, the EU (Frankfurt) AWS region, or the EU (London) AWS region, you can see and purchase numbers in the United States, Canada, and the following APAC, EMEA, and LATAM countries.

APAC	EMEA	LATAM
Australia Hong Kong Indonesia Japan New Zealand Singapore South Korea Thailand	Austria Belgium Croatia Cyprus Czech Republic Denmark Finland France Germany Greece Hungary Ireland Israel Italy Netherlands Norway Poland Portugal Romania South Africa Spain Sweden Switzerland United Kingdom	Argentina Brazil Chile Colombia Dominican Republic El Salvador Mexico Panama Peru

For more information about country-specific regulations, see Genesys Cloud Voice global coverage requirements and restrictions.

US East 2 (Ohio)/FedRAMP region

If you are in the US East 2 (Ohio)/FedRAMP region, you can see and purchase numbers in the United States and Canada.

For more information about country-specific regulations, see Genesys Cloud Voice global coverage requirements and restrictions.

Number availability

Due to various regulatory and technical restrictions, numbers are not always available for immediate purchase.

If you search for numbers and do not receive any results, or you have specific requirements that Genesys Cloud Voice does not provide criteria for in the number search, contact the appropriate Genesys Cloud Voice support team. Make sure that you provide relevant information, such as your Org ID, Genesys Cloud region, and the quantity and type of numbers needed.

Additional details

As you purchase your DID numbers, keep the following points in mind:

If you do not complete the entire purchase process within a four-hour time frame, then Genesys Cloud releases the numbers that you selected back to the pool of available numbers.
When you purchase numbers outside the US, allow 5–10 business days, depending on country and number type, for number activation.

Note: If your numbers are not activated within five business days, contact Genesys Cloud Voice support to request a status update. When you contact the team, make sure that you provide your Org ID, name, and the list of numbers that you are trying to purchase.

To comply with the terms and conditions, you must select an emergency service and billing location. Emergency service personnel rely on this information to determine the location of a caller who requests emergency assistance. Your emergency services and billing location must be a valid location in the same country as the phone numbers that you purchase. When you complete the purchase process, Genesys Cloud associates the phone numbers that you purchase with this location.

Find and purchase DID numbers

Click Admin.
Under Genesys Cloud Voice, click Number Management.
Click Purchase Numbers.
From the Number Type list, select DID.
From the Country list, select your country.

United States or Canada

From the Location list, select either Area Code or City, State.
- If you select Area Code, enter the area code in the next box.
  1. From the Number list, select Starts with, Ends with, or Contains to narrow down the numbers you want to search for.
  2. Enter the numbers in the next box.
  3. Select Emergency Service Only, if you only want to purchase emergency capable numbers.
- If you select City, State, enter the city and the two letter postal abbreviation for the state in the next box.
  - Select LCA if you only want to purchase numbers that are local to the city and state calling area.
  - Select Emergency Service Only if you only want to purchase emergency capable numbers.

Any other country

Enter the number prefix in the Prefix box.
Select Emergency Service Only, if you only want to purchase emergency capable numbers.

Click Search.
Select the numbers that you want and click Complete Purchase. The Emergency Services and Billing Location screen appears.
Specify the emergency services and billing location:
- If the location exists, select it from the Location list.
  1. Click Agree to our general terms & Conditions.
  2. Click Agree to our Privacy Policy.
  3. Click Confirm.
- If the location does not exist, create a new location. You can then select the location from the Location list.

Learn how to create a location

Click create a location.
In the Add Location dialog box, fill in all the required information.
Click Save. If Genesys Cloud verifies the address, an indicator appears.
Click Confirm.

After you click Confirm, the Number Management page opens and the Status column for the numbers you selected shows Pending.
If the numbers are emergency capable, a check mark appears in the Emergency Capable column.
Once the process is complete, the Status column for the number you selected changes to In Service.