Call routing overview
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.
| Name | Description | |
|---|---|---|
| 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. | |
| Delete | 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. | |
| Search | 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. | |
| Name | The links in this column represent each call routing entry. Click a link to open the entry and make changes. | |
| Open | 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. | |
| Schedule Group | 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. | |
| Emergency Group | 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. | |
| Division | The division of the call route. | |
| ID | The internal ID of 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. |
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