Genesys Cloud - Main

We are getting the following error message when calling out or consult transferring to toll free numbers.  "The number you are dialing is out of your area" 

The phone number we have listed as the caller id number is also a toll-free number so our carrier has said it doesn't know who to charge.  We have attempted to add "p-charge-info" with a local number in a couple of different places within Genesys but it did not work.  It seems like this should work so maybe we are inputting it incorrectly or in the incorrect spot? 

The department this is impacting does not want to have a local number listed as the caller id number so does anyone in the community have any suggestions?

We have opened a ticket with Genesys and have had a ticket open with our carrier for months with no resolution. 

#Telephony

Hello Tonya,

It looks like you just opened a new case with Genesys Product Support. They should be able to look into the logs of the failed called so please share some successful and unsuccessful calls. I will keep an eye on the case internally to see what the engineers find in their investigation.