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 

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.