Genesys Cloud Voice organization linking

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The Organization Linking feature allows administrators to establish routing relationships between organizations. By linking organizations, you can enable cross-organization traffic routing, support shared environments, and manage operational dependencies. This article explains how to create link requests, approve or decline incoming requests, and maintain existing links.

Key concepts

Before linking organizations, understand the key concepts involved.

Organization ID – An organization ID is a unique identifier assigned to each organization. This ID is required when requesting a link. For more information, see How do I find my organization ID?.

Region – The geographic region where an organization exists.

Link request – A request initiated by one organization to establish a relationship with another. The receiving organization must approve a request before the link becomes active. 

Pending link – A link request that has been submitted but not yet approved or rejected. 

Linked organization – An organization that has successfully established a link with your primary organization. Linked organizations can interact with routing features and other cross-org capabilities. 

Unlinking – The action of removing an active link. Once unlinked, organizations can no longer handle calls. 

Organizational linking

You link your organization to other organizations on the Organization Linking tab, which provides a central view of all linking activities associated with the organization you are currently logged into. There are two sections on the Organization Linking tab:

Pending links

The Pending Links section displays any link requests requiring action:

• Outgoing requests your organization has submitted. 
• Incoming requests from other organizations that need your approval. 

Linked organizations

The Linked organizations section displays details about any linked organizations including the organization ID, the name of the organization, and the region where the organization exists. 

Link an organization

There are two steps involved in linking an organization: requesting a link and approving a link request.

Request a link

You initiate a link by submitting a link request.

1. Click Menu > Digital and Telephony > Telephony > Number Redirection.
2. Select the Organization Linking tab.
3. Click Link organization. The Link organization dialog appears.
4. In the Organization ID box, enter the org ID of the organization to which you want to link. 
5. From the Region drop down, select the region of that organization.
6. Click Request link. Your request appears in the Pending links section with a status of Waiting for confirmation.

Approve a link request

After you request a link to another organization, the Pending links section in the destination organization shows the request. To approve that request:

1. Click Menu > Digital and Telephony > Telephony > Number Redirection.
2. Select the Organization Linking tab.
3. Locate the request in the Pending links section.
4. In the Status column, click Approve.
   • Alternatively, click Actions.
   • Click Approve.
5. Click Confirm.

Approved requests become active links immediately and appear in the Linked organizations list.

Unlink an organization

If a linked organization is no longer needed, you can sever the link on either end of the connection. 

1. Click Menu > Digital and Telephony > Telephony > Number Redirection.
2. Select the Organization Linking tab.
3. Locate the link in the Linked organizations section.
4. Click Actions.
5. Click Unlink organization.
6. Click Confirm.

The link severs immediately, any established routing configuration ceases functioning, and the organization is removed from the Linked organizations section.