Call routing overview
The following permissions:
- Architect > Flow > View
- Routing > Call Route > Add, Edit, View, Delete
- Routing > Emergency Group > Edit, View
- Routing > Schedule Group > View
On the Call Routing tab, you can view a list of active call flows and the telephone number or numbers tied to them. When a user dials a specific telephone number, or dialed address, they are routed into the inbound call flow associated with that telephone number.
|Add Call Route
|Click this button to open the Call Routing page, map a call flow to a dialed address, and choose regular and emergency routing schedules.
|Select the check boxes next to the call route entries that you want to remove and click the delete icon. Genesys Cloud asks you to confirm your decision before deletion.
|Begin typing the first few letters of the call route that you want to find. Genesys Cloud filters the list and narrows your selection. Choose the field to filter.
|The links in this column represent each call routing entry. Click a link to open the entry and make changes.
|Indicates if the call route is always open or is based on a schedule group.
|Open Call Flow
|The call flow to which you want to route calls when the call route is open.
|Closed Call Flow
|The call flow to which you want to route calls when the call route is closed.
|Inbound Phone Numbers
|The telephone number or numbers the user dials to enter the designated call flow.
|Closes for Emergencies
|Indicates if the call route closes for emergencies.
|The schedule group used when the call route is open.
|Holiday Call Flow
|The call flow to which you want to route calls when the call route is on holiday.
|If available, the emergency group used for this call route.
|Emergency Call Flow
|The emergency call flow to which you want to route calls, if there is an emergency.
|The division of the call route.
|The internal ID of the call route.
For more information about call routing, see the tasks outlined in the following articles.
|Add a call route
|Create and configure a call routing entry, including associated call flows, telephone numbers, schedules, and schedule groups.
|Manage call routes
|Change a call routing entry’s name, designated dialed address or telephone number, call flow routing definitions, or permanently remove a call route.