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  • 1.  Frustration of Purchasing Numbers

    Posted 09-30-2025 22:47
    No replies, thread closed.

    Hello,

    Whenever I need to purchase a new DID, it is an extremely trying experience. Maybe it's the location I'm location in (Vancouver, Canada), but whenever I attempt to purchase a new DID I almost always receive a "Number Purchase Failed" message. I only attempt to purchase 1 DID at a time. I was trying for an hour today non-stop and was only able to successfully purchase 2 DIDs (needing ~30...).

    Am i doing something wrong? Does anyone else have this same experience? Any tips or tricks to make DID purchasing easier?

    Thanks!
    Trev


    #Telephony

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    Trevor Kuzik
    Contact Centre Technologist
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  • 2.  RE: Frustration of Purchasing Numbers
    Best Answer

    Posted 10-01-2025 07:33
    No replies, thread closed.

    Hello Trevor, 

    This can be a challenging process due to several factors. The first being limited number inventory, DID availability in specific geographic areas can be limited, Vancouver, is a major metropolitan area can have a high demand for numbers. The inventory is a real-time and can be claimed by other customers during purchase attempts. When the purchase fails its usually the number was claimed by another customer during your purchase attempt, making the number no longer available in the inventory or there might be a temporary issue with the purchase process. 

    Some best practice tips:

    1. Try purchasing during off peak hours (early morning or late evening)
    2. If you need multiple DIDs, consider spreading out your purchase over time
    3. Ensure your emergency services and billing location is properly set up for Canada
    4. Verify you have the correct permissions (Genesys Cloud Voice Admin role)

    We recommend if you need a large set of numbers, which it sounds like you need, working with a CSM/TAM to coordinate a bulk purchase. Planning your DID acquisitions well in advance of when you need them. Try using the "Contains" or "Starts with" filters instead of looking for specific numbers. 

    If the issue still persists you can always contact Genesys Cloud Voice for support for assistance. You can always open a support case so that the team can investigate any potential underlying issues with the DID inventory or purchase process in your region.

    Cheers, 



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    Cameron
    Online Community Manager/Moderator
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