Request a second trunk for Genesys Cloud Voice

By default, Genesys Cloud Voice includes a single trunk and a robust set of Caller ID capabilities that are built into the platform. In most organizations, this combination is sufficient for a handling customer calls. However, some use cases warrant a second Genesys Cloud Voice trunk. For example, a global organization might not want to assign DID/DDIs to its agents, but requires pulsing a unique callback address for non-ACD calling.

If your use case warrants a second Genesys Cloud Voice trunk, follow these steps:

Open a Product Support case and in it:

Describe your use case for the second Genesys Cloud Voice trunk
Provide a name for the trunk
Provide the default Caller ID (using e.164 format) for the trunk

Note: Before you request a second Genesys Cloud Voice trunk, confirm that your agents place outbound customer calls on behalf of a queue with a queue level caller ID defined.

For more information, see My Support Portal.

FAQs

Does a secondary Genesys Cloud Voice trunk impact inbound interactions?

No, a secondary Genesys Cloud Voice trunk is only used for outbound interactions. Inbound traffic can use a round-robin approach.

Does a secondary Genesys Cloud Voice trunk impact billing?

No, Genesys Cloud Voice trunk does not have an impact on billing. Genesys Cloud Voice billing is based on DID or toll-free number purchases and inbound and outbound traffic. All charges appear on a single invoice.

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