Genesys Cloud – DID groups and division support for telephony objects

In a future release, Genesys Cloud will introduce DID groups and support divisions for telephony objects, including DIDs. Administrators will be able to group phone numbers, including individual numbers, number ranges, extensions, and custom numbers, and assign divisions to those groups. DIDs within a group inherit the group’s division, making it easier to manage access to telephony resources.

What’s changing

• Administrators can create DID groups to organize individual phone numbers, number ranges, extensions, and custom numbers.
• Administrators can assign divisions to DID groups.
• DIDs inherit the division assigned to their DID group.
• Division-based permissions control access to DID groups, DIDs.

Why this matters

Organizations that use divisions to separate business units, customers, or operating teams can apply the same access controls to telephony objects. This change helps administrators manage only the DIDs for their assigned divisions, supports organizational segmentation, and helps maintain accurate reporting across divisions.