Create a number plan for the 711 Telecommunications Relay Service

AI-generated summary

Genesys Cloud provides a telephony service enabling individuals with hearing or speech disabilities to make and receive phone calls through the Telecommunications Relay Service (TRS). TRS is available across all 50 US states, the District of Columbia, Puerto Rico, and US territories for both local and long-distance calls. To enable Genesys Cloud users to access TRS, administrators must create a dedicated number plan through the Admin interface by navigating to Telephony > Sites > Number Plans and configuring the parameters: entering a descriptive name, selecting "Regular Expression" as the match type, entering "[7][1][1]" as the match expression, specifying the state-specific TRS number (obtained from the Telecommunications Relay Services Directory) in the Normalized Number Expression field, and selecting "National" as the classification. This configuration routes 711 dialed numbers to the appropriate state TRS number. The task requires Telephony > Plugin > All permissions and is completed by saving the configured number plan

PrerequisitesClick to expand

The Telecommunications Relay Service (TRS) is a telephony service that allows people with hearing or speech disabilities to use a phone to make and receive telephone calls. TRS is available in all 50 states, the District of Columbia, Puerto Rico, and the United States territories for local and long-distance calls.

You can find the TRS number for your state in the Telecommunications Relay Services Directory.

To allow Genesys Cloud users to use TRS, you must create a special number plan.

Click Menu > Digital and Telephony > Telephony > Sites.
Select your site from the Site Name list.
Click the Number Plans tab.
Click New Number Plan.
Enter a name in the Number Plan Name box.
Select Regular Expression from the Match Type list
Enter the following regular expression in the Match Expression box:
[7][1][1]
Consult TRS directory and enter the TRS number for your state in the Normalized Number Expression box.
Select National from the Classification list.
Click Save Number Plans.

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