Genesys Cloud Voice number routing

View summary

After your link request is approved and the organizations are linked, you can configure the numbers that you want to route from your organization to a destination organization on the Number Routing tab.

The Number Routing tab serves three main functions:

1. You can preselect the numbers that you want to reroute and choose the destination organization. 
2. If you encounter a disaster situation or must perform organization maintenance, you can enable number routing.
3. When the disaster situation is over or you have completed the maintenance operation, you can disable number routing.

Configure number routing

Configuring number routing involves preselecting the numbers that you want to reroute if you must reroute traffic. After configuration, the numbers are staged and ready.

Configure this feature on the Number Routing tab, which provides a table view that shows columns for Phone number, Redirection status, Owner organization, and Current routing. 

Phone number – A list of phone numbers visible to your organization that you can manage, including numbers from your organization as well as numbers in linked organizations.

Redirection status – Indicates the redirection status of the number:

• Normal – The number is routed to the owner organization.
• Pending – The number has been rerouted but not yet accepted by the destination organization.
  Note: In rare situations, a routing change may remain in a pending state for several minutes before completing. In these cases, allow up to 10 minutes for the change to resolve. If the status returns to its previous state, retry the change. If repeated attempts do not complete successfully, contact Customer Care for assistance.
• Redirected – The number has been rerouted and accepted by the destination organization.

Owner organization – The organization that owns the number. 

Current routing – The organization currently receiving traffic for that number. (The destination organization.)

To configure numbers for routing to another organization:

1. Click Menu > Digital and Telephony > Telephony > Number Redirection.
2. Click the Number Routing tab.
3. Locate the number that you want to route to another organization.
   Note: All phone numbers in your organization automatically appear in the Phone number column.
4. To locate a number for rerouting, either enter the number in the Search by number box or click Filter and fill in the form.
   
   • If you must quickly find a specific number, use the Search by number box.
   • If you must find more specific details before making routing changes, use Filter. You can filter by 
     • Phone number – Enter a specific phone number.
     • Current routing – Select a specific organization or select All.
     • Owner organization – Select a specific organization or select All.
     • Redirection status – Select a specific status or select All.
5. Click Current routing and select the destination organization.
6. Click Save routing changes. The Confirm routing updates dialog box appears.
7. Click Confirm reroute.

Reroute an organization’s traffic

If your organization experiences an outage, log in to the destination organization to reroute traffic. If your organization is scheduled to undergo maintenance, you can reroute your organization’s traffic from your organization. To reroute traffic, follow these steps:

1. Click Menu > Digital and Telephony > Telephony > Number Redirection.
2. Click the Number Routing tab.
3. Click Reroute organization’s traffic. The Reroute organization’s traffic dialog appears. 
4. From the Evacuate numbers from list, select your organization.
5. From the Reroute numbers to list, select a destination organization.
6. Click Reroute.

The Redirection status column momentarily shows Pending. After the reroute is complete, the Redirection status column shows Redirected.

Reset an organization’s routing

When the disaster situation is over or you have completed the maintenance operation, you can disable number routing.

1. Click Menu > Digital and Telephony > Telephony > Number Redirection.
2. Click the Number Routing tab.
3. Click Reset organization’s routing. The Reset organization’s routing dialog appears. 
4. From the Organization to reset list, select the owner organization.
5. Click Reset.

The Redirection status column momentarily shows Pending. After the reset completes, the Redirection status column shows Normal.