Genesys Cloud - Main

Hi,

We currently have a Genesys instance on US-WEST-2 and handling US Domestic calls. The client has asked us to use our India based agents for savings. India has very strict regulations (TRAI) and no one from Genesys has been able to provide us through a known path to get this running. 

Is anyone currently doing this call handling from India based agent's using a US instance that could share how they went about the TRAI compliancy?

Thank you in advance to your help.

Hello Cisco, 

I think I can give you a starting point. The flow would be something like:

1. India agent logs into Genesys Cloud instance outside of India from their desktop using AWS direct connect for HTTPS communication.
2. Caller dials international (non-India) number which terminates at Genesys Cloud AWS location in US
3. Genesys receives call and performs IVR treatment if required then selects the India-based agent. 
4. Genesys delivers call to agent in India the call should travel across managed network (MPLS or Direct Connect) and is delivered to the agent. 
5. Once the India agent answers, Genesys bridges the two parties together. 

Genesys can also provide a specific document that describes general considerations and preferred architecture options. Please reach out apac-cc@genesys.com to access this document. 

I want to note though there is no guarantee that architecture will be approved by the Indian government. You will have to consult with your legal counsel, your TSP and the Indian department of telecommunications. 

Hope this helps a bit.