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 will be routed into the inbound call flow associated with that telephone number. 

    Name Description
    Add Click this button to open the Call Routing page, map a call flow to a dialed address, and choose regular and emergency routing schedules.
    Delete Select the check boxes next to the call route entries you want to remove and click Delete. Genesys Cloud asks you to confirm your decision before deletion.
    Search Begin typing the first few letters of the call route you want to find. Genesys Cloud filters the list and narrows your selection.
    Name The links in this column represent each call routing entry. Click a link to open the entry and make changes.
    Expand button (+) If a call route contains schedule-based routing, click the + to expand the entry and view details such as call flows and open, closed, and holiday schedules.
    Inbound Phone Numbers This column includes the telephone number or numbers the user dials to enter the designated call flow.
    Schedule Group & Call Flows This column displays the schedule groups and call flows associated with the call route.

    For more information about call routing, see the tasks outlined in the following articles.

    Task Description
    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.
    View schedule-based routing details for a call route View and access the call routing configurations that use schedule-based routing.