Genesys Cloud Voice is an internet-based telephony service that you can activate and use with your Genesys Cloud organization. The service provides public telephony access to any Genesys Cloud services to which you subscribe. Genesys Cloud provides automated support for porting DID numbers that you manage with your current carrier into Genesys Cloud Voice.

It can take up to 10 days to know the exact date that your carrier releases your numbers. Therefore, Genesys recommends that you submit a port request 2–3 weeks in advance. This ensures coverage of the time to get an exact date and also allows you to prepare for number porting. 

Restrictions

When you port DID numbers into Genesys Cloud Voice, make sure that you understand the following restrictions.

500 number limit

The automated port procedure for DID is limited to 500 numbers. If you have fewer than 500 DID numbers that you want to port into Genesys Cloud Voice, use the procedure described in this article. If you have 500 or more DID numbers that you want to port into Genesys Cloud Voice, use one of the Genesys large batch porting processes. For more information, see Port a large batch of DID numbers.

Activation

Genesys support technicians are committed to activating your numbers in Genesys Cloud Voice as quickly as possible. However, the actual activation is restricted to 8:00 a.m. to 7:00 p.m. Eastern Time, Monday through Friday in the US, and 6:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday in Canada.

On specific holidays, DID number porting is unavailable. For more information, see Genesys Cloud Voice port holidays.

Contact your existing carrier

Before you submit a request to port numbers to Genesys Cloud Voice, you must work with your existing carrier to determine what information you need from them to begin the port procedure. Having that information beforehand ensures a smooth transition between your existing carrier and Genesys Cloud Voice. Failure to do so, can result in delays.

After a Genesys Cloud Voice support technician activates your ported numbers, they should be available immediately. However, in some situations, activation of ported numbers can take up to 15 minutes before they become available. 

Pricing

There is no fee for the number porting operation. However, once the numbers are ported into Genesys Cloud Voice, you will incur any non-recurring charge (NRC), Monthly recurring charge (MRC), and usage fee associated with having your numbers in Genesys Cloud Voice. For more information on pricing, see the Voice options section of the Genesys Cloud pricing hub.

SMS services

The Genesys Cloud Voice number porting process is specifically designed for voice service numbers. Any SMS services present on ported numbers will not be automatically transferred along with voice service. In fact, the SMS services will likely be disrupted by the port process.

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.

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.

Port DID numbers

1. Click Admin.
2. Under Genesys Cloud Voice, click Number Management.
3. Click Menu > Digital and Telephony > Telephony > Number Management.
4. On the Number Management page, click Port Numbers and select DID. The Port In DID Numbers page appears.
5. Select the Port Individual tab. For more information about the Port Bulk option, see Port DID numbers in bulk.
6. In the DID Numbers to Port box, select the country for which you want to port numbers. Then, type the first DID number to port in to Genesys Cloud Voice.
   • To add another number, press Enter or click Add additional number.
7. Specify the emergency services location:
   • If the location exists, select it from the Location list.
   • If the location does not exist, create a new location. Then select the location from the Location list.

7. In the Requested Activation Date and Time box, specify the date and time that you want the ported numbers to become active. 
8. In the Email box, type the email address that Genesys can use to contact you for questions.  
9. In the Contact Phone Number box, select your country and type a phone number that Genesys can use to contact you for questions.
10. In the Letter of Authorization Localization panel, complete the settings.
    7. From the Country list, select your country.
    8. If a Letter of Authorization is available in multiple languages for your country, select the language from the Language list.
11. In the Authorized Contact Name box, type your name or the name of the person who is responsible for the request. 
12. In the Company Name box, type your company name exactly as it appears on the bill from your current DID service provider.
13. In the Service Address boxes, type your service address, including the country, exactly as it appears on the bill from your current DID service provider.
14. Click Confirm.
15. On the Terms and Conditions page, read and accept the terms and conditions. For more information, see Accept terms and conditions (port numbers).

Check your port status

After you complete the port operation, you can check on the status of the port. When your numbers are ready to be ported, you’ll receive a port submission confirmation via email.

1. Click Admin.
2. Under Genesys Cloud Voice, click Number Management.
3. Click Menu > Digital and Telephony > Telephony > Number Management.
4. On the Number Management page, click the Port Requests tab.

By default, the Port Requests page shows the ports with a Port Pending status. To see completed ports, click Show Completed Port Requests.

Number port confirmation

When you receive your port submission confirmation email, ensure that your numbers are configured correctly for routing prior to the port date and time. For more information, see Manage DID and toll-free number assignments.

Number port activation

After your numbers have been ported, place test calls to the numbers to see if calls are routing correctly. You can use Interactions view to confirm routing. For more information, see Interactions view.

If calls are not routing correctly, you should wait 10 to 15 minutes to ensure numbers are fully activated. If calls are still not routing correctly, contact the appropriate Genesys Cloud Voice support porting team.