Purchase DID numbers

AI-generated summary

Genesys Cloud enables users to purchase Direct Inward Dial (DID) phone numbers through its Voice management system via Admin > Number Management > Purchase Numbers. The purchase process requires users to provide their Org ID, Genesys Cloud region, quantity, and number type specifications, with completion required within four hours or numbers are released back to the available pool. Users can search for numbers by country, city, state, area code, prefixes, and emergency capability requirements, with US and Canadian numbers searchable by area code or city/state and filtering options for prefix, local calling area (LCA), and emergency service capability. Number availability varies by AWS region. Americas regions (US East N. Virginia, US West Oregon, Canada Central, South America São Paulo) and Asia Pacific regions (Tokyo, Seoul, Osaka) can access numbers globally across Americas, APAC, EMEA, and LATAM. European regions (Ireland, Frankfurt, London, Zurich) offer similarly broad global coverage. The FedRAMP region (US East 2 Ohio) is limited to United States and Canada only. Users with home regions in US East (Virginia), US West (Oregon), Canada (Central), or South America (São Paulo) can purchase numbers in 40+ countries. All purchased numbers must be associated with a valid emergency services and billing location in the same country as the numbers, with Genesys Cloud verifying addresses during compliance. Access requires the Genesys Cloud Voice Admin role. Selected numbers display Pending status initially, updating to In Service upon processing completion. International purchases require 5–10 business days for activation depending on country and number type. If numbers are not activated within five business days, users should contact Genesys Cloud Voice support with their Org ID, name, and number list. Users must agree to general terms and conditions and privacy policies before confirming purchases. Number availability depends on regulatory and technical restrictions, and immediate purchase is not always guaranteed. Users unable to locate desired numbers should contact Genesys Cloud Voice support with relevant details including Org ID, region, and specific number requirements. During checkout, users must specify emergency services and billing location information, either by selecting an existing location or creating a new one with verified address details. Upon purchase completion, Genesys Cloud associates the acquired phone numbers with the designated location. The Number Management page displays purchase status as "Pending" initially, with indicators showing emergency capability and redirection capability via Organization linking features. Once processing completes, the status changes to "In Service," and the numbers become available for use within the Genesys Cloud system. Additional information regarding country-specific regulations is available in Genesys Cloud Voice global coverage requirements and restrictions documentation.

PrerequisitesClick to expand

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.

For more information on pricing, see the Genesys Cloud pricing hub.

Restrictions

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

If your home region is one of these AWS regions, you can see and purchase numbers in any of the following countries:

Americas	APAC	EMEA	LATAM
United States Canada	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.

AWS Regions: Europe (Ireland) / Europe (Frankfurt) / Europe (London) / Europe (Zurich)

If your home region is one of these AWS regions, you can see and purchase numbers in any of the following countries:

Americas	APAC	EMEA	LATAM
United States Canada	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.

AWS Regions: Asia Pacific (Tokyo) / Asia Pacific (Seoul) / Asia Pacific (Osaka)

If your home region is one of these AWS regions, you can see and purchase numbers in any of the following countries:

Americas	APAC	EMEA	LATAM
United States Canada	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.

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 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 Menu > Digital and Telephony > Telephony > Number Management.
Click Purchase Numbers.
From the Number Type list, select DID.
From the Country list, select your country.

United States or CanadaClick to expand

From the Location list, select either Area Code or City, State.
- If you select Area Code, enter the area code in the next box.
  - From the Number list, select Starts with, Ends with, or Contains to narrow down the numbers you want to search for.
  - Enter the numbers in the next box.
  - 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.
  - Enter a six or seven digit prefix that you would like to have in a number, in the Prefix 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 countryClick to expand

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 locationClick to expand

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.
If the number is redirection capable via the Organization linking feature, a check mark appears in the Redirection Capable column.
Once the process is complete, the Status column for the number you selected changes to In Service.

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Restrictions

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

If your home region is one of these AWS regions, you can see and purchase numbers in any of the following countries:

Americas	APAC	EMEA	LATAM
United States Canada	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.

AWS Regions: Europe (Ireland) / Europe (Frankfurt) / Europe (London) / Europe (Zurich)

If your home region is one of these AWS regions, you can see and purchase numbers in any of the following countries:

Americas	APAC	EMEA	LATAM
United States Canada	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.

AWS Regions: Asia Pacific (Tokyo) / Asia Pacific (Seoul) / Asia Pacific (Osaka)

If your home region is one of these AWS regions, you can see and purchase numbers in any of the following countries:

Americas	APAC	EMEA	LATAM
United States Canada	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.

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 . 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.

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 Menu > Digital and Telephony > Telephony > Number Management.

Click Purchase Numbers.

From the Number Type list, select DID.

From the Country list, select your country.

United States or CanadaClick to expand

From the Location list, select either Area Code or City, State.
- If you select Area Code, enter the area code in the next box.
  - From the Number list, select Starts with, Ends with, or Contains to narrow down the numbers you want to search for.
  - Enter the numbers in the next box.
  - 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.
  - Enter a six or seven digit prefix that you would like to have in a number, in the Prefix 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 countryClick to expand

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 locationClick to expand

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.

If the number is redirection capable via the , a check mark appears in the Redirection Capable column.

Once the process is complete, the Status column for the number you selected changes to In Service.

Purchase DID numbers

Restrictions

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

AWS Regions: Europe (Ireland) / Europe (Frankfurt) / Europe (London) / Europe (Zurich)

AWS Region: US East 2 (Ohio)/FedRAMP region

AWS Regions: Asia Pacific (Tokyo) / Asia Pacific (Seoul) / Asia Pacific (Osaka)

Number availability

Additional details

Find and purchase DID numbers

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Purchase DID numbers

Restrictions

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

AWS Regions: Europe (Ireland) / Europe (Frankfurt) / Europe (London) / Europe (Zurich)

AWS Region: US East 2 (Ohio)/FedRAMP region

AWS Regions: Asia Pacific (Tokyo) / Asia Pacific (Seoul) / Asia Pacific (Osaka)

Number availability

Additional details

Find and purchase DID numbers

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