Genesys Cloud's Organization Linking feature enables administrators to establish and manage routing relationships between multiple organizations across US East 1, US West 2, and Canada Central 1 regions. Accessible through Menu > Digital and Telephony > Telephony > Number Redirection, the feature requires Telephony > Organization Link > All permissions and uses a two-step approval process to connect organizations.
The Organization Linking interface contains two primary sections: Pending Links, which displays both outgoing and incoming link requests with their confirmation status, and Linked Organizations, which shows active connections with organization ID, name, and region details. To initiate a link, administrators enter the target organization's ID and region, then submit the request. The destination organization must approve the request from their Pending Links section before the connection activates and appears in Linked Organizations.
The linking process requires verification of unique Organization IDs and accurate region selection to ensure proper routing configuration. Once approved, links activate immediately and enable routing between organizations. Organizations can be unlinked from either end of the connection, which instantly severs the link and disables routing configuration, provided no active routing dependencies exist.
Key operational considerations include managing permissions appropriately, verifying Organization IDs before submission, ensuring correct region selection, regularly monitoring pending requests, and confirming the absence of active routing dependencies before unlinking. The Audit Viewer tool tracks all linking activities, including requests, approvals, and unlinking actions, supporting comprehensive troubleshooting and audit records. Best practices emphasize maintaining detailed records, addressing common issues such as permission restrictions and invalid organization IDs, and ensuring proper configuration management throughout the linking lifecycle.
Telephony > Organization Link > All permission
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 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.
When linking organizations, follow these best practices to ensure your success.
Verify the Organization ID before submitting a request.
Ensure that the correct region is selected to avoid routing failures.
Review pending requests regularly.
Unlink organizations only after confirming no active routing depends on the link.
Maintain records of organizational links for troubleshooting and audits.
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.
Click Menu > Digital and Telephony > Telephony > Number Redirection.
Select the Organization Linking tab.
Click Link organization. The Link organization dialog appears.
In the Organization ID box, enter the org ID of the organization to which you want to link.
From the Region drop down, select the region of that organization.
Click Request link. Your request appears in the Pending links section with a status of Waiting for confirmation.
Note: If you sent the request by mistake, you can click Actions and select Remove link request. Rejected requests are immediately removed from the Pending links section.
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:
Click Menu > Digital and Telephony > Telephony > Number Redirection.
Select the Organization Linking tab.
Locate the request in the Pending links section.
In the Status column, click Approve.
Alternatively, click Actions.
Click Approve.
Click Confirm.
Note: If the request was a mistake, click Reject. Rejected requests are immediately removed from the pending list.
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.
Click Menu > Digital and Telephony > Telephony > Number Redirection.
Select the Organization Linking tab.
Locate the link in the Linked organizations section.
Click Actions.
Click Unlink organization.
Click Confirm.
The link severs immediately, any established routing configuration ceases functioning, and the organization is removed from the Linked organizations section.
Note: On the Destination organization’s Organization Linking table, click Reload to update the Linked organizations.
If you encounter issues with organization linking, look at these troubleshooting tips.
The organization does not appear in Linked Organizations.
The request is still pending. Check Pending Links.
The Link Organization button is not visible.
Your user role may not have permission to initiate link requests.
A request is stuck in pending state.
The other organization may not have approved it yet. Contact an administrator from that organization.
I cannot unlink an organization.
You may lack the necessary permissions, or the organization may not be fully linked.
The system reports the Organization ID is invalid.
Verify that the ID is correct and matches the region selected.
Can I see who in my org requested or approved an org link, or unlinked an org?
Yes, events related to org linking can be viewed in the Audit Viewer.