Genesys Cloud - Main

Genesys pure cloud INDIA TELECOM REGULATIONS

Looking for some clarification regarding, An agent physically located in INDIA holding ILD Genesys license and can take the inbound calls from US / Outbound to US numbers can be done or not ?

Does this voice traffic has any restriction like has to flow in MPLS or can this be flow via internet from India to AWS Region ?

------------------------------
Durga Prasad Pullivarthi
Principal Engineer
------------------------------

Due to the protective regulations towards local providers, rules for Indian contact centers are very strict.  There are 3 main rules to look at.

1. Voice traffic cannot cross the boarder twice meaning an agent can't call out through a US org and call back into India.  Same for an Indian national calling a contact center in the US that is answered by an agent on India.
2. Regulations say that agents .just have private connectivity to the contact center, but the definition of private is variable.
3. All calls to and from Indian agents have to be logged using a very specific CDR format and stored in country.

It is really up to each company to determine their liabilities and ways to comply, but Tata and others in India will make it VERY difficult to meet them.  Hopefully Genesys will pay enough money to get certified and there won't be so many hoops to jump through and you could avoid working with local providers.

------------------------------
Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
------------------------------