Manage a call route
AI-generated summary
Genesys Cloud provides call route management functionality through the Call Routing page, enabling users with appropriate Architect and Routing permissions to configure and maintain routing entries. Users can modify call route names, dialed addresses, telephone numbers, schedule groups, and associated call flows. The system supports unlimited address additions to routes, though adding multiple addresses may increase Edge processing time. Call routing entries can be deleted individually or in bulk, with configuration changes typically reflecting in search results within a few minutes. Required permissions include Architect > Flow > View, Routing > Call Route (Add, Edit, View, Delete), Routing > Emergency Group (Edit, View), and Routing > Schedule Group > View. Updates are performed through the Call Routing tab by selecting an entry, making modifications, and saving changes. Deletion operations require confirmation and similarly take a few minutes to be excluded from search results.
The following permissions:
- Architect > Flow – View
- Routing > Call Route – Add, Edit, View, Delete
- Routing > Emergency Group – Edit, View
- Routing > Schedule Group – View
Manage call route configurations from the Call Routing page.
Note: You can add an unlimited number of addresses to a call route. However, adding more addresses can affect the amount of time it takes for the Edge to process them.
You can change a call route’s name, designated dialed address or telephone number, selected schedule group, or call flow associated with the number.
One of the following permissions:
- Architect > User - Admin
- Architect > User - Editor
- Architect > User - Read-only permission
- Click Menu > Orchestration > Routing > Call Routing.
- In the Name column, click the call routing entry you want to edit. The entry’s configuration page opens.
- Make your changes and click Save.
Note: A message appears, indicating that your entry was saved. Your entry may take a few minutes to be updated in the search results.
Delete one or more routing configuration entries on the Call Routing tab.
One of the following permissions:
- Architect > User - Admin
- Architect > User - Editor
- Architect > User - Read-only permission
- Click Menu > Orchestration > Routing > Call Routing.
- Select the check box next to the entry or entries that you want to delete and click . A message appears, asking you to confirm your deletion request.
- Click OK.
Note: A message appears, indicating that your entry was deleted. Your entry may take a few minutes to be excluded from the search results.
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