ESR availability for Genesys Cloud SMS

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Genesys Cloud European Sovereign Region (ESR) implements SMS restrictions that differ from commercial regions due to its independently governed, EU-only environment. SMS longcode support in ESR is limited and non-self-service, with acquisition currently available in 14 countries including Belgium, Czech Republic, Denmark, Germany, Ireland, Italy, Netherlands, Poland, Spain, Switzerland, and United Kingdom. Regulatory documentation requirements remain consistent with commercial regions. Alphanumeric sender IDs are supported in 13 countries including Cyprus, Denmark, France, Germany, Greece, Japan, Latvia, Lithuania, Luxembourg, Netherlands, Norway, Portugal, Sweden, Switzerland, Poland, and United Kingdom, with certain countries restricting protected ASIDs. Outbound message routing in ESR is destination-country restricted, classifying markets as either supported or high-risk. High-risk European destinations currently unreachable from ESR include Croatia, Georgia, Guernsey, Isle of Man, Jersey, Kosovo, Slovenia, and Ukraine; messages to these destinations fail with an UNREACHABLE_DESTINATION error code. Additional high-risk countries outside Europe are also unsupported. Customers must contact GenesysCloudSMS@genesys.com to request longcodes or alphanumeric sender IDs and to obtain the complete list of unsupported high-risk destinations.

The Genesys Cloud European Sovereign Region (ESR) has SMS restrictions that do not apply to Genesys Cloud’s other regions. Because ESR operates as an independently governed, EU-only sovereign environment, supported SMS capabilities in ESR including longcode availability, alphanumeric sender ID availability, and message routing differ from Genesys Cloud’s commercial regions. This article describes current SMS availability and restrictions in ESR.

Longcode supportClick to expand

SMS longcode support in ESR is more limited than in Genesys Cloud’s commercial regions and is not self-service. Genesys Cloud currently supports the acquisition of SMS long codes in the following countries within the ESR region:

Belgium
Czech Republic
Denmark
Estonia
Germany
Hungary
Ireland
Italy
Lithuania
Netherlands
Poland
Portugal
Spain
Switzerland
United Kingdom

Longcode regulatory requirements in ESR are unchanged from Genesys Cloud’s commercial regions. For more information about full documentation requirements, see Required Regulatory Documentation for SMS Number Purchase.

Contact GenesysCloudSMS@genesys.com to request a longcode in ESR.

Alphanumeric sender ID supportClick to expand

Alphanumeric sender IDs are currently supported in ESR for the following countries:

Cyprus
Denmark
Estonia
France (For non-protected ASIDs)
Germany
Greece
Japan
Latvia
Lithuania
Luxembourg
Netherlands
Norway
Portugal
Sweden
Switzerland
Poland
United Kingdom (For non-protected ASIDs)

ASID regulatory requirements in ESR are unchanged from Genesys Cloud’s commercial regions. For alphanumeric sender ID setup and country requirements, see Alphanumeric sender IDs overview.

Contact GenesysCloudSMS@genesys.com to request an alphanumeric sender ID in ESR.

Outbound message routingClick to expand

Outbound SMS from ESR is restricted by destination country – separately from where the sender ID or number originates. Within ESR, every destination market is classified as either supported or high-risk, and high-risk destinations are not currently reachable from ESR, regardless of which originator country the message is sent from.

If a customer attempts to send an outbound SMS from ESR to a high-risk destination, the message fails with the error code UNREACHABLE_DESTINATION.

High-risk European destinations currently not supported within ESR:

Croatia
Georgia
Guernsey
Isle of Man
Jersey
Kosovo
Slovenia
Ukraine

For the full list of high-risk countries outside Europe that are not currently supported for outbound messaging within ESR, contact GenesysCloudSMS@genesys.com.

If you would like to see support for high-risk destinations within ESR vote on the following idea: https://genesyscloud.ideas.aha.io/ideas/CESMS-I-67

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