While the actual toll-free 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

• Americas
• FedRAMP
• EMEA
• APAC

For more information about regulations, see Genesys Cloud Voice global coverage and regulations.

Additional details

As you purchase your toll-free 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 purchasing numbers in EMEA, allow two business days for number activation.
  Note: If your numbers are not activated within two business days, contact Genesys Cloud Voice support and request a status update. Be sure to provide your Org ID, name, and countries you were trying to purchase.
• To comply with the terms and conditions, you must select an emergency services and billing location. Emergency services 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. 
• Due to various regulatory and technical restrictions, numbers are not always available for immediate purchase. 
  Note: If you search for numbers and see no 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 supportteam. Be sure to provide relevant information, such as your Org ID, Genesys Cloud region, and the quantity and type of numbers needed.

Find and purchase toll-free numbers

1. Click Menu > Digital and Telephony > Telephony > Number Management.
2. Click Purchase Numbers.
3. From the Number Type list, select Toll-Free.
4. From the Country list, select your country.
5. In the Prefix box, type the three-digit prefix of the toll-free numbers that you want. This three-digit prefix must be available in the country that you select.
6. Click Search.
7. Select the numbers that you want.
8. Click Complete Purchase. The Toll-Free Number Inbound Restrictions page appears.
9. From the Restrict to Calls From list, select US only, US and Canada, US and Caribbean, or US and Caribbean, and Canada, to specify how to restrict toll-free calls. 
10. Click Confirm. The Emergency Services and Billing Location screen appears.
11. Specify the emergency services and billing location.
    • If the location exists, you can 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. Then select the location from the Location list.

13. After you click Confirm, the Number Management page opens, and the Status column for the numbers you selected shows Pending.
14. After the process completes, the Status column for the numbers you selected changes to In Service.