Call Bridge action

Feature deprecation: On the January 1, 2021 decommission start date, Genesys development will begin to scale down the support services and remove unused connector services as final customers migrate off the connectors. Genesys will also introduce periodic disabling of the connectors during off hours. In early 2021, Genesys will post a schedule for disabling each connector, with two-week advance notice. Genesys’ objective throughout the decommission and removal process is to ensure that we do not negatively impact our customers’ businesses. For more information, see Deprecation: Genesys Cloud Bridge integrations.

The Call Bridge Action action retrieves a specific attribute about a contact from a Bridge Server database. For example, name, address, contact numbers, account number, or account status. This action is available in the Data category of the task editor’s Toolbox. 

Configure the Call Bridge action

Name Description
Name field Type a distinctive name for the Call Bridge Action. The label you enter here becomes the action’s name displayed in the task sequence.
Processing Prompt

Select an audio prompt that plays during longer Call Bridge Actions. The audio lets callers know that the interaction is experiencing extended processing times. This option confirms for the user that the interaction did not disconnect but is still in progress.


  • The prompt must be an audio file. Text-to-speech (TTS) is not supported.
  • This prompt only plays once and does not repeat.
  • The prompt has a one-second initial delay.
  • The prompt plays an audio file of any length and ends when audio completes or after 3 seconds, whichever comes first.
  • The initial delay and three-second playing time are theoretical values. Loading and other factors that affect performance may affect performance.
  • If audio is less than 3 seconds, the system does not repeat audio to meet the 3 second minimum.
  • Best practice recommends an audio file of at least 60 seconds. If historically, your data calls do not take up that amount of time, you do not need to adhere to this recommendation.
Category Select the appropriate category that contains the bridge action. To update the list of categories, click the refresh button at the end of this field
Bridge Action Click the arrow at the end of this list and select the appropriate bridge action. To narrow the selection, type the first few letters of the appropriate action.
Use the action’s suggested timeout

Select this check box for the default timeout parameters set for the bridge action. Remove the check mark and define your own timeout parameters, in seconds.

Inputs and Outputs

Depending on the selected bridge action, define the variables the action carries out at runtime. 

Note: Click the arrow next to Inputs or Outputs and expand or collapse the list of variables.

hide or show descriptions Click this link and remove or display the descriptions for each variable type specified for each input.

Define success, failure, and output paths

Name Description

This path indicates that the action successfully communicated with its external endpoint and received a result. 

Note: A completed Success path indicates that the system did not encounter errors during the process. It is not a measure of whether the data received is the intended result or functionality.

Drag the appropriate action below the Success path that follows the route you want the interaction to take. For example, a screen pop action with contact information, an audio prompt, a transfer to the appropriate representative, or a combination of actions that follow your company’s flow design.


This path indicates that there was an error running the action or there was a problem processing the results from a bridge or data action.  

Note: If the network experiences connectivity issues, the action automatically takes this failure path.

Drag the appropriate action below the Failure path and direct the route you want the interaction to take. For example, a play audio action to indicate that the action wasn’t successful, a transfer action to send the caller to an agent or representative for assistance. 


This path indicates that the action has exceeded the specified amount of time to run the action. 

Actions use either the default timeout or the flow author’s specified timeout. If the action times out, the flow follows the route specified below the Timeout path. This feature ensures that the customer does not wait too long for the path to continue. As recommended practice, set the timeout length to not longer than 30 seconds.

Note: Any process that waits for a web service counts toward the maximum allowed concurrent processes. The connection times out after 15 seconds, regardless of a timeout setting that exceeds this amount in Architect or on the Action Details page.

Drag the appropriate action below the Timeout path. For example, a transfer action to send the interaction to the main or previous menu, play audio and loop actions to let the caller try again, or a disconnect action to end the interaction.

Note: For information about how to convert a string value into a typed value in Architect, see Convert a string value to a typed value.