Genesys Cloud enables configuration of flow routing and operating schedules to control when specific call flows are used for incoming calls. The platform supports two primary routing approaches: schedule-based routing that associates schedule groups with call routes to enable time-based call distribution to different flows during open versus closed business hours, and always-routing that directs calls to a single specified flow regardless of schedule. Key capabilities include selecting schedule groups from a searchable list, designating published call flows for open-hours and closed-hours routing scenarios, and configuring permanent routing to specified flows. Configuration requires specific permissions including Architect Flow View, Routing Call Route management, and Routing Schedule Group View access. The implementation process involves selecting the Schedule-based group routing option, associating a schedule group, specifying separate published call flows for open and closed periods, and saving the configuration. Only previously published call flows in Architect are available for association; unpublished flows cannot be used. Configured entries may require several minutes to appear in search results. Common use cases include establishing business hours-based routing logic, creating differentiated customer experiences between operational and non-operational periods, and directing calls to designated flows continuously.
Series: Add operating schedules and configure call routes
Under When is this call route open?, select the Schedule-based group routing option.
Click the Select a schedule group list, type the first few letters of the schedule group to associate to the configuration, and select it from the list.
Under What call flows should be used?, click the Openlist, type the first few letters of the published call flow to associate to the configuration's open hours, and select it from the list.
Under the Closed Hours Call Flow list, type the first few letters of the published call flow to associate to the configuration's closed hours, and select it from the list.
To always route to a single call flow, do the following:
Under When is this call route open?, ensure that the Always option is disabled.
Under What call flow should be used?, click the Route to list, and select an open call flow.
Click Save. A message appears, indicating that your entry was saved. Your entry may take a few minutes to appear in search results.
Note: Only call flows previously published in Architect appear in this list. You cannot associate an IVR configuration with an unpublished call flow.