Genesys Cloud Voice organization linking overview

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Genesys Cloud Voice provides organization linking capabilities that enable voice traffic management across different regions, primarily supporting business continuity during outages or maintenance. The feature operates across US East 1, US West 2, and Canada Central 1 regions, allowing administrators to configure destination organizations and preselect phone numbers for rerouting. The system supports manual number rerouting between linked organizations, with immediate routing changes that maintain service continuity despite potential interruption of active calls. The platform includes integrated voice capabilities with number routing functionality, DID number management, and AWS regional support. Implementation requires a two-step process: organization linking through mutual approval and number routing configuration, which can be done individually or in bulk. Organizations must prepare by replicating configurations, setting up DID ranges, ensuring agent readiness, and conducting regular testing. Notable limitations include administrator-only access, the absence of automatic failover mechanisms, and the requirement to log into destination organizations during outages. The solution supports bulk importing of external contacts and organizations, while offering screen pop integration between CX Cloud and Salesforce. Comprehensive technical documentation and support resources are available for voice-related configurations and organization-level settings management.

Note: This feature is currently only available in the US East 1, US West 2, and Canada Central 1 regions.

The Genesys Cloud Voice organization linking feature allows administrators to configure a destination organization in a different region to receive Genesys Cloud Voice traffic, if an organization experiences an outage or needs an organization-wide maintenance operation. The Genesys Cloud Voice organization linking feature allows you to:

Preselect which phone numbers that you want to reroute.
Define a destination organization for those numbers.

For example, suppose that your organization is located in the US East 1 region. You configure a link to an organization in the US West 2 region and you preselected a set of phone numbers to reroute. Then, if you experience an outage, you can manually redirect the preselected numbers to the linked organization and calls are answered normally. Once service is restored, you can return routing to the original organization.

When to use it

Use this feature if you want to maintain continuity of Genesys Cloud Voice services during a regional disruption or during an organization-wide maintenance operation. This feature is especially useful if you:

Depend on uninterrupted voice communication
Want to prepare for potential service issues
Need to reroute specific phone numbers during an incident
Want control over when to restore original routing

By setting up a destination organization in advance, you can minimize downtime and maintain a seamless experience for your customers during unexpected service issues.

Who can use it

This feature is only available to Genesys Cloud Voice administrators. Administrators have the required permissions to configure number routing across multiple organizations and regions.

How it works

To enable regional rerouting, administrators must complete two steps in Genesys Cloud:

1. Organization Linking page

Initiate a link request from either organization (A to B or B to A)
Approve the request in the counterpart organization
Unlink organizations at any time, if needed

Note: Before you can rout numbers between organizations, you must link them.

2. Number Routing page

Select individual numbers or use bulk actions to configure routing
Make routing changes from either organization, regardless of number ownership
Redirect numbers to the destination organization or restore original routing

Key considerations

Routing changes are manual and an administrator must initiate them.
No automatic failover. During an outage, you must log in to the destination organization to reroute traffic.
Routing changes take effect almost immediately, but active calls can be interrupted during transition.
Reporting follows the organization where the number routes currently.

Example: If a number belongs to Organization A but is routed to Organization B, reporting appears in Organization B. When routing returns to Organization A, so does reporting.

Business continuity considerations

This feature supports voice number continuity during outages but doesn’t replace full disaster recovery or system failover. For comprehensive continuity, you should also:

Prepare the destination organization: Set up call flows, IVRs, queues, and roles in advance.
Replicate configurations: Manually or programmatically copy routing settings, user permissions, and dashboards.
Add DID Ranges for failover numbers: Follow the steps to set up DID ranges to add the additional numbers to your organization and replicate the assignments in your organization.
Ensure readiness: Make sure that the destination organization has agents, flows, or automation ready to handle calls.
Test regularly: Verify rerouting and reporting functions work as expected during a regional event.

For more information, see Genesys Cloud Voice number routing and Genesys Cloud Voice organization linking.

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