FAQs: Genesys Cloud Voice

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. 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.