FAQs: Genesys Cloud Voice

BYOC Premises allows you to configure two types of retryable codes: Retryable Reason Codes and Retryable Cause Codes. But, neither BYOC Cloud nor Genesys Cloud Voice have customer configurable retryable codes.

However, both BYOC Cloud and Genesys Cloud Voice have a set of default retry/failover codes. BYOC Cloud and Genesys Cloud Voice will failover on SIP 404 and retry/failover on SIP 408/5xx codes.

When you purchase numbers in Genesys Cloud Voice, those numbers appear on Genesys Cloud Voice / Number Management page. Each number has a status indicator that lets you know status of the purchase operation. For more information see, Genesys Cloud Voice number status indicators and About Genesys Cloud Voice.

Yes and No. Genesys Cloud Voice only supports emergency dialing short codes as mandated by local regulations in each country. Informational or non-emergency short codes, such as 311, 411, and 711 in the US, and 101, 111, and 123 in the UK, are not supported.

Genesys Cloud Voice provides customers access to the public telephony network (PSTN) and is built to support E.164 dialing exclusively. E.164 is an international standard for phone number formatting, which ensures reliable and consistent phone number information across different networks and countries.

Genesys Cloud Voice support in-country emergency services, using the designated short code; such as 911 for the United States and 112 for Europe. The intra country short code will be on the Site’s Number Plan.

Customers have the ability to modify their Site number plans to provide outbound dialing to their preferences. Be sure to normalize the number to E164 format when dialing out Genesys Cloud Voice. 

For more information, see Create a site under Genesys Cloud Voice and Add a number plan.

There could be any number of reasons why Genesys Cloud Voice is not be able to verify a location. to investigate the issue, use this list of the most common causes.

• Ensure that the address is free from typos or other common errors.
• Ensure that any extra information, such as suite or floor numbers, is provided only on the Address 2 line. Only the street address should be on the Address 1 line.
• Try verifying the address using internet services, such as Google Maps. Specifically, check for alternative road names or directional specifiers.
• Verify that the address is in a country serviced by Genesys Cloud Voice. For more information, see Genesys Cloud Voice global coverage requirements and restrictions.
  Note: Since Genesys Cloud only uses verified addresses for Genesys Cloud Voice services, Genesys cannot assist with verification for addresses in countries not supported by Genesys Cloud Voice.

If Genesys Cloud Voice is still unable to verify your location, contact Genesys Cloud Voice support, and provide the following information:

• Organization ID
• Genesys Cloud region
• Location ID
• Location address 

For more information, see see Address verification overview

This situation indicates that the address in question is verified for postal services, but not for emergency services. When you add the emergency number to make the location available for use on sites, additional verification for emergency services is performed. 

Emergency verification confirms that the exact geographical location of the address is known to emergency responders, so that responders can locate the caller if an emergency occurs. Emergency verification is provided directly by the carrier who delivers the call to the emergency responders. The nature and process of that verification varies by jurisdiction.

For more information, see Address verification overview and Make a location available for sites.

There are two ways locations are used for Genesys Cloud Voice:

• All Genesys Cloud Voice numbers are assigned to a location. Assignment occurs at the time of purchase or when you submit a port request. You can change the location in Number Management. For more information, see Edit the location for a Genesys Cloud Voice number.
  • Genesys uses this address for billing and taxation purposes and it should correspond to the location of primary use for the number. This use requires postal verification only, which means the location does not need to be enabled for use on sites or subjected to the emergency verification. However, if the location is enabled for use on sites, then emergency verification is performed and the address must pass for you to be able to use the location for assignment to numbers.
• Locations can be assigned to sites that have Genesys Cloud Voice trunks. If a Genesys Cloud Voice trunk exists on a site’s outbound route, then the site’s assigned location must be verified for emergency services and the emergency number on the location must be a Genesys Cloud Voice number that is emergency capable.

For more information, see Address verification overview and When setting up a location for Genesys Cloud Voice, how can I tell if the number I specify as the Emergency Number is emergency services capable?

Postal verification confirms that the address is known to the postal service for the country/jurisdiction and is accepted as a valid address for delivering mail. Genesys Cloud uses vendor partners to provide postal verification.

Emergency verification confirms that the exact geographical location of the address is known to emergency responders, so that responders can locate the caller if an emergency occurs. Emergency verification is provided directly by the carrier that delivers the call to the emergency responders. The nature and process of that verification varies by jurisdiction.

For more information, see Address verification overview.

Genesys Cloud performs two types of verification on location addresses: postal and emergency. Genesys Cloud performs postal address verification on all locations. Genesys Cloud only performs Emergency verification on locations that are used on sites. Genesys Cloud automatically performs emergency verification for United States and Canada numbers.

Postal verification confirms that the address is known to the postal service for the country/jurisdiction and is accepted as a valid address for delivering mail. Genesys Cloud uses vendor partners to provide postal verification.

Emergency verification confirms that the exact geographical location of the address is known to emergency responders, so that responders can locate the caller if an emergency occurs. Emergency verification is provided directly by the carrier that delivers the call to the emergency responders. The nature and process of that verification varies by jurisdiction.

For more information, see Address verification overview and Make a location available for sites. 

All addresses are subject to some level of verification. Telecom regulations require Genesys to validate addresses used for Genesys Cloud Voice services for the purposes of billing and emergency services. If the location is not used for Genesys Cloud Voice services, then the verification status provided by Genesys Cloud is purely informational and has no impact on the services provided by Genesys Cloud.

For more information, see Create a location.

You can find the service address (the location where the phone number is being used) for your Genesys Cloud Voice numbers in Number Management.

1. Click Admin.
2. Under Genesys Cloud Voice, click Number Management.
3. Click Menu > Digital and Telephony > Telephony > Number Management.
4. Type the phone number or phone number range in the Genesys Cloud Voice Number filter box using the E.164 international standard format.

You will find the service address for the number in the Location column.

Ray Baum’s Act requires that a dispatchable location is conveyed with 911 calls to dispatch centers, regardless of the technological platform used, including 911 calls from MLTS. The purpose of Ray Baum’s Act is to ensure that dispatchers know the accurate location of 911 callers.

For more information, see Set your Emergency Address when working remotely.

In conformance with in country regulatory guidelines in EMEA countries, Genesys provides access to emergency call services by dialing 999 or 112 via Genesys Cloud Voice.

Genesys Cloud Voice is available in the following countries in EMEA.

• Austria
• Belgium
• Denmark
• Finland
• France
• Germany
• Ireland
• Netherlands
• Norway
• Poland
• Portugal
• Spain
• Sweden
• Switzerland
• United Kingdom

No. The Genesys Cloud Voice number porting process is specifically designed for voice service numbers.

If you would like to transfer your SMS service to Genesys Cloud along with your voice service, you need to take additional steps after you initiate the porting process. To begin, when you respond to your port submission confirmation email, please use Reply All and add a note to your message informing the team that you would like to port your SMS service along with the voice service. Our team will then begin the SMS service porting process. SMS services can typically transfer 3-5 days after the voice port, during which time SMS will not be available on the number.

If you would like your SMS service to remain with your current carrier, you will need to contact them after the voice port is complete and request that they reconnect the SMS service to the number.

No. When porting numbers out of Genesys Cloud Voice, your new carrier may request CSRs. However, Genesys Telecom does not provide CSRs and they are not required for the actual port operation.

When US carriers see high-volume, short-duration calls at the network level, they can appear to be illegal robocalling. To prevent your legitimate outbound calls from being miscategorized as unwanted or fraudulent calls by the wireless carriers, we highly encourage you to proactively request whitelisting of legitimate outbound calling use cases.

You can request whitelisting for all the major US wireless carriers at Free Caller Registry.

Genesys has made every reasonable effort to institute industry best practices and we welcome the development and deployment of meaningful technical standards, including the STIR/SHAKEN (Secure Telephone Identity Revisited/Signature-based Handling of Asserted Information Using toKENs) protocols, that will further advance that effort. We are currently tracking the advancement of these protocols with our regulatory team and underlying providers. 

For more information, see Genesys Cloud support of the STIR/SHAKEN mandate. 

When you configure Genesys Cloud Voice to display your company name and phone number as the Caller ID. Genesys Cloud Voice does indeed pass on both the Calling Name (company name) and the Calling Address (phone number) to display as the Caller ID. However, the reason that the Calling Name does not display consistently is that not all carriers support the display of the Calling Name unless it is in a Line Information Database (LIDB) database. LIDBs are managed by third-parties.

If you compile a list of Genesys Cloud Voice US and Canada DID phone numbers and the Calling Name to be associated with each and send it to Genesys Cloud Voice support, our support team will add that information to multiple LIDBs.

Yes. After the numbers are ported to Genesys Cloud Voice, you will incur both NRC and MRC charges as specified in Genesys Cloud Voice pricing. 

In Performance > Interactions, Genesys Cloud Supervisors can see that an agent or business user flagged a call as problematic. Flagged is one of several columns that Genesys Cloud supervisors can add to that view. In this view you can see which calls a user flagged as problematic, but any further details are only available to Genesys Cloud engineers.

You can download your usage reports to see details about prior usage. For more information, see Download your usage reports.

No. Genesys Cloud does not support the use a private STUN/TURN server nor does it support private proxy servers. Genesys Cloud provides STUN and TURN services; in addition, it leverages Google’s global network of STUN (not TURN) servers for faster and better NAT traversal. If you disable them, then you will experience broken or slow NAT traversal during the connection of features like video chat or WebRTC phones. 

Calls from Genesys Cloud Voice must have a valid number associated with them. If a user has an extension but no DID number assigned to them in their profile and a fallback outbound calling address is not defined in the trunk settings, outbound calls can fail. For more information, see About outbound dialing.