Manage a call route
AI-generated summary
Genesys Cloud provides call route management functionality through the Call Routing page, allowing users to configure and maintain routing entries. Users with appropriate Architect and Routing permissions can update call routes by modifying names, dialed addresses, telephone numbers, schedule groups, and associated call flows. The system supports unlimited address additions to a route, though more addresses may increase Edge processing time. Call routing entries can be deleted individually or in bulk through the Call Routing tab, with changes typically taking a few minutes to reflect in search results. Required permissions include Architect > Flow > View, Routing > Call Route (Add, Edit, View, Delete), Routing > Emergency Group (Edit, View), and Routing > Schedule Group > View.
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.
- Architect > User > Admin, Architect > User > Editor, or Architect > User > Read-only permission
- Click Admin.
- Under Routing, click Call Routing.
- 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.
- Architect > User > Admin, Architect > User > Editor, or Architect > User > Read-only permission
- Click Admin.
- Under Routing, click Call Routing.
- 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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