Building an inbound call flow in Genesys Cloud Architect

See also

Sources

1. 1
   Transfer to ACD can play pre-transfer audio before the transfer and failed-transfer audio if the action detects a failure.

   Set up a Transfer to ACD action · Set up a Transfer to ACD action, Pre-Transfer Audio and Failed Transfer Audio fields · Checked 2026-10-02
2. 2
   Transfer to ACD exposes Success and Failure paths and can map the resulting errorType and errorMessage to variables.

   Set up a Transfer to ACD action · Set up a Transfer to ACD action, failure outputs and paths · Checked 2026-10-02
3. 3
   Transfer to ACD has an optional In-Queue Flow field to select a customised in-queue flow instead of the default.

   Set up a Transfer to ACD action · Set up a Transfer to ACD action, In-Queue Flow field · Checked 2026-10-02
4. 4
   Transfer to ACD can supply up to 20 preferred agents with scores.

   Set up a Transfer to ACD action · Set up a Transfer to ACD action, Preferred Agents field · Checked 2026-10-02
5. 5
   Transfer to ACD priority accepts values from -25,000,000 to 25,000,000, and each priority point gives the interaction approximately a one-minute advantage in the queue.

   Set up a Transfer to ACD action · Set up a Transfer to ACD action, Priority field · Checked 2026-10-02
6. 6
   The Transfer to ACD action requires a queue, which can be given as a literal selection or an expression.

   Set up a Transfer to ACD action · Set up a Transfer to ACD action, Queue field · Checked 2026-10-02
7. 7
   Transfer to ACD can set a language skill (the flow's supported-language default or a literal or expression override) and one or more ACD skills required of the receiving agent.

   Set up a Transfer to ACD action · Set up a Transfer to ACD action, Language Skill and ACD Skills fields · Checked 2026-10-02
8. 8
   The Always routing option sends every call on the route to one call flow regardless of schedule.

   Add a call route · Add a call route, Always routing option · Checked 2026-10-02
9. 9
   When selecting inbound numbers for a call route, numbers that are already assigned are marked as such together with the identity and type of their current assignee.

   Add a call route · Add a call route, Inbound Numbers step · Checked 2026-10-02
10. 10
    Genesys documents that the more numbers a call route contains, the slower the Edge is to process them.

    Add a call route · Add a call route, note under Inbound Numbers · Checked 2026-10-02
11. 11
    A call route closes for emergencies only when 'This call route closes in emergency cases' is selected with an emergency group and emergency flow, and the emergency group must itself be activated for the emergency routing to take effect.

    Add a call route · Add a call route, emergency routing option · Checked 2026-10-02
12. 12
    For holiday hours a schedule-based call route offers three methods: use the closed call flow, route to a specified flow, or bypass holiday routing.

    Add a call route · Add a call route, holiday routing options · Checked 2026-10-02
13. 13
    A single Genesys Cloud call route can hold at most 4500 phone numbers.

    Add a call route · Add a call route, Inbound Numbers step · Checked 2026-10-02
14. 14
    A Genesys Cloud call route requires a unique name and a division.

    Add a call route · Add a call route, Name and Division steps · Checked 2026-10-02
15. 15
    Configuring a call route requires Architect > Flow > View, Routing > Call Route > Add, Edit, View and Delete, Routing > Emergency Group > Edit and View, and Routing > Schedule Group > View.

    Add a call route · Add a call route, prerequisites (permissions) · Checked 2026-10-02
16. 16
    Only call flows that have already been published in Architect can be selected in a call route.

    Add a call route · Add a call route, routing configuration steps · Checked 2026-10-02
17. 17
    Schedule-based group routing on a call route selects a schedule group plus a published flow for open hours and a published flow for closed hours.

    Add a call route · Add a call route, schedule-based routing steps · Checked 2026-10-02
18. 18
    A newly saved call routing entry may take a few minutes to appear in search results.

    Add a call route · Add a call route, closing note · Checked 2026-10-02
19. 19
    The Call Data Action needs a data actions integration in the organization; default actions are created automatically when that integration is added.

    Call Data action overview · Call Data action overview, article body · Checked 2026-10-02
20. 20
    The Call Data Action does not evaluate the data it retrieves; the author must use later Decision or Switch actions to act on it.

    Call Data action overview · Call Data action overview, article body · Checked 2026-10-02
21. 21
    The Call Data Action has Success, Failure and Timeout paths: Success means the endpoint returned a result, Failure means an execution or result-processing error, and Timeout means the configured time was exceeded.

    Call Data action - Genesys Cloud Resource Center · Call Data action, outputs · Checked 2026-10-02
22. 22
    Genesys recommends a processing prompt of at least 60 seconds for the Call Data Action.

    Call Data action - Genesys Cloud Resource Center · Call Data action, Processing Prompt setting · Checked 2026-10-02
23. 23
    A Call Data Action Success path only means no errors occurred; it does not show that the data returned was the intended result.

    Call Data action - Genesys Cloud Resource Center · Call Data action, Success output · Checked 2026-10-02
24. 24
    Genesys recommends a Call Data Action timeout of no more than 30 seconds; the suggested-timeout checkbox applies a one-minute default.

    Call Data action - Genesys Cloud Resource Center · Call Data action, Timeout setting · Checked 2026-10-02
25. 25
    A debug version of a flow is created from Publish > Debug and is reached by calling YourCallFlow-debug@localhost from Genesys Cloud, with spaces in the flow name encoded as %20.

    Test a flow · Test a flow, debug steps · Checked 2026-10-02
26. 26
    The Architect debug feature is currently available only for English-language flows.

    Test a flow · Test a flow, limitations note · Checked 2026-10-02
27. 27
    A debug call plays what a caller would hear and also announces extra information to the author such as actions taken and decision results.

    Test a flow · Test a flow, introduction · Checked 2026-10-02
28. 28
    A flow can be debugged only if it has no validation errors and every supported language on it supports text-to-speech.

    Test a flow · Test a flow, prerequisites · Checked 2026-10-02
29. 29
    Managing DID ranges requires the Telephony > Plugin > All permission, and ranges are managed on the DID Ranges tab under Telephony > DID Numbers.

    Manage DID and toll-free number ranges · Manage DID and toll-free number ranges, prerequisites and navigation · Checked 2026-10-02
30. 30
    A Genesys Cloud DID or toll-free number range cannot contain more than 100,000 numbers.

    Manage DID and toll-free number ranges · Manage DID and toll-free number ranges, add a range steps · Checked 2026-10-02
31. 31
    To add a single DID number as a range, enter the same number in both the DID Start and DID End boxes.

    Manage DID and toll-free number ranges · Manage DID and toll-free number ranges, add a range steps · Checked 2026-10-02
32. 32
    A shared inbound flow keyed on the dialled number should key on Call.CalledAddressOriginal rather than Call.CalledAddress, because only the former is guaranteed not to change if the call later reaches the flow by transfer.inferred

    Architect built-in variables · Architect built-in variables, Inbound call tab, Call.CalledAddress and Call.CalledAddressOriginal · Checked 2026-10-02
33. 33
    If the Data Table Lookup key is NOT_SET at runtime, the action does not take its Failure path; flow error handling is invoked instead.

    Data Table Lookup action · Data Table Lookup action, note on NOT_SET · Checked 2026-10-02
34. 34
    The Data Table Lookup action retrieves a row from a Genesys Cloud data table by reference key and takes a Found path that sets the mapped outputs, a Not Found path when no row matches, or a Failure path on an error.

    Data Table Lookup action · Data Table Lookup action, outputs · Checked 2026-10-02
35. 35
    Using the Data Table Lookup action requires all permissions under Architect > Data Table.

    Data Table Lookup action · Data Table Lookup action, prerequisites · Checked 2026-10-02
36. 36
    Default error handling for a call flow can disconnect the call, transfer it to a queue, jump to a menu, or jump to a reusable task.

    Set default event handling behavior · Set default event handling behavior, handling action options · Checked 2026-10-02
37. 37
    Error handling can play a pre-handling prompt or audio sequence that tells the caller about the error before the handling action runs.

    Set default event handling behavior · Set default event handling behavior, pre-handling audio · Checked 2026-10-02
38. 38
    The Evaluate Schedule Group action is available for all Architect flow types.

    Evaluate Schedule Group action · Evaluate Schedule Group action, introduction · Checked 2026-10-02
39. 39
    The Evaluate Schedule Group action has Open, Closed, Holiday and Emergency output paths and lets the author choose the emergency group to evaluate.

    Evaluate Schedule Group action · Evaluate Schedule Group action, outputs table · Checked 2026-10-02
40. 40
    Play Estimated Wait Time is available only in in-queue flows and plays the estimate in Approximate, Less Than, Padded or Precise mode.

    Play Estimated Wait Time action · Play Estimated Wait Time action, availability and playback modes · Checked 2026-10-02
41. 41
    Play Estimated Wait Time plays nothing when the duration is NOT_SET, and treats any computed duration under one minute as one minute.

    Play Estimated Wait Time action · Play Estimated Wait Time action, duration notes · Checked 2026-10-02
42. 42
    The Find Queue action finds a queue by an exact name or expression at IVR runtime, takes Found or Not Found, and stores the queue in a variable usable by a later Transfer to ACD.

    Find Queue action · Find Queue action, inputs and outputs · Checked 2026-10-02
43. 43
    The Find Schedule Group action looks up a schedule group by a name or expression at runtime, takes a Found or Not Found path, and stores the result in a variable for later actions.

    Find Schedule Group action · Find Schedule Group action, inputs and outputs · Checked 2026-10-02
44. 44
    Genesys positions Find Schedule Group as removing the need for multiple Evaluate Schedule Group actions with separate groups and selection logic.

    Find Schedule Group action · Find Schedule Group action, introduction · Checked 2026-10-02
45. 45
    When a flow is created the author picks a supported text-to-speech language, defaulting to the organization's default language the first time, and can change it later.

    Create a new flow · Create a new flow, language selection · Checked 2026-10-02
46. 46
    A newly created flow may take a few seconds to appear on the Architect home page and the list may need a Refresh.

    Create a new flow · Create a new flow, closing note · Checked 2026-10-02
47. 47
    An Architect flow name can be up to 200 characters and must be unique within its flow type, though the same name may be reused across different flow types.

    Create a new flow · Create a new flow, flow name notes · Checked 2026-10-02
48. 48
    Creating an Architect flow requires Architect > Flow > Add, Edit and View permissions.

    Create a new flow · Create a new flow, prerequisites · Checked 2026-10-02
49. 49
    If a Hold Music prompt cannot be found, Architect falls back to the on_hold_music prompt, and if that also fails it plays 10 seconds of silence and continues.

    Hold Music action · Hold Music action, failsafe note · Checked 2026-10-02
50. 50
    The Hold Music action, available in in-queue call flows, either plays a prompt once or plays it for a duration that defaults to one minute.

    Hold Music action · Hold Music action, play options · Checked 2026-10-02
51. 51
    The default in-queue flow is not published automatically and must be published before use; it cannot be deleted.

    In-queue flows overview · In-queue flows overview, default in-queue flow section · Checked 2026-10-02
52. 52
    Menus and reusable tasks are not available in in-queue flows.

    In-queue flows overview · In-queue flows overview, in-queue call flow section · Checked 2026-10-02
53. 53
    The in-queue flow set on a Transfer to ACD action overrides the queue's in-queue flow, which in turn overrides the organization's default in-queue flow.

    In-queue flow precedence - Genesys Cloud Resource Center · In-queue flow precedence, article body · Checked 2026-10-02
54. 54
    An Architect menu choice is configured with a DTMF digit and optional speech recognition terms and can be a Jump to Reusable Task or Jump to Menu action.

    Lesson 5: Organize the starting menu structure · Lesson 5: Organize the starting menu structure, steps adding Jump to Reusable Task and Jump to Menu · Checked 2026-10-02
55. 55
    A caller who dials a telephone number is routed into the inbound call flow associated with that number.

    Call routing overview · Call routing overview, opening section · Checked 2026-10-02
56. 56
    Publishing a new flow makes it available on the Call Routing page, where administrators assign it to numbers and schedules.

    Publish an Architect flow · Publish an Architect flow, article body · Checked 2026-10-02
57. 57
    Updating and publishing an existing flow puts the new configuration into effect immediately.

    Publish an Architect flow · Publish an Architect flow, article body · Checked 2026-10-02
58. 58
    After a flow is published that version is no longer open for edit, and publishing proceeds through Validating, Publishing and Published states.

    Publish an Architect flow · Publish an Architect flow, article body · Checked 2026-10-02
59. 59
    A queue's Voice tab hold audio prompt overrides the hold music set at organization level.

    Create and configure queues · Create and configure queues, Voice tab, hold audio · Checked 2026-10-02
60. 60
    A queue's skill evaluation method is one of All skills matching, Best available skills, or Disregard skills, next agent.

    Create and configure queues · Create and configure queues, standard routing skill evaluation method · Checked 2026-10-02
61. 61
    On a queue's Voice tab the In-Queue Flow setting selects an Architect in-queue flow as that queue's standard behaviour.

    Create and configure queues · Create and configure queues, Voice tab, In-Queue Flow · Checked 2026-10-02
62. 62
    A flow cannot be edited while in replay mode, and executions with more than 4,500 actions are truncated in replay.

    Use replay mode to troubleshoot an Architect flow - Genesys Cloud Resource Center · Use replay mode to troubleshoot an Architect flow, limitations · Checked 2026-10-02
63. 63
    Replay mode for a past flow execution requires Architect > Flow Instance > View and Search permissions and can find executions by Conversation ID in the Flow Execution History query builder.

    Use replay mode to troubleshoot an Architect flow - Genesys Cloud Resource Center · Use replay mode to troubleshoot an Architect flow, prerequisites and query builder · Checked 2026-10-02
64. 64
    Each call route can be configured with multiple inbound phone numbers that all direct callers into its associated inbound call flows.

    Call routing overview · Call routing overview, call route description · Checked 2026-10-02
65. 65
    Genesys Cloud evaluates schedules in the order emergency routing (if activated), holiday, closed, then open, so holiday and closed schedules override open ones.

    Create an operating schedule group · Create an operating schedule group, evaluation order note · Checked 2026-10-02
66. 66
    A schedule group name must be unique and cannot contain a comma.

    Create an operating schedule group · Create an operating schedule group, Name field · Checked 2026-10-02
67. 67
    Every operating schedule group must contain at least one open operating schedule; closed and holiday schedules are optional groupings.

    Create an operating schedule group · Create an operating schedule group, schedule selection steps · Checked 2026-10-02
68. 68
    Creating a schedule group requires Routing > Schedule Group > Add, Edit, View and Delete permissions.

    Create an operating schedule group · Create an operating schedule group, prerequisites · Checked 2026-10-02
69. 69
    A schedule group's time zone applies to the schedules it groups and accounts for daylight saving time.

    Create an operating schedule group · Create an operating schedule group, Time Zone field · Checked 2026-10-02
70. 70
    An operating schedule is created under Menu > Orchestration > Routing > Operating Schedules > Add Schedule with a name, a division, start and end date-time or All Day, and recurrence configured in a following step.

    Create an operating schedule · Create an operating schedule, steps · Checked 2026-10-02
71. 71
    Creating operating schedules requires Routing > Schedule > Add, Edit, View and Delete permissions.

    Create an operating schedule · Create an operating schedule, prerequisites · Checked 2026-10-02
72. 72
    Because one call route can carry many numbers into one flow and the dialled number stays available in the flow, a single shared flow can serve many numbers by branching on the dialled number, at the cost of moving per-number differences out of call-route configuration and into flow logic or data.inferred

    Call routing overview · Call routing overview, call route description; read with Architect built-in variables, Call.CalledAddressOriginal · Checked 2026-10-02
73. 73
    A Switch action evaluates either by taking the first case that returns True or by taking the first case that matches a given expression.

    Switch action · Switch action, Use expression evaluation in a Switch action · Checked 2026-10-02
74. 74
    An Architect Switch action allows at most 64 cases and has a default path taken when no case applies.

    Switch action · Switch action, About Switch actions · Checked 2026-10-02
75. 75
    Call.Ani holds the caller's origination phone number for the active call.

    Architect built-in variables · Architect built-in variables, Inbound call tab, Call.Ani · Checked 2026-10-02
76. 76
    Call.CalledAddress is the address that caused the caller to enter the current flow; it equals Call.CalledAddressOriginal for a new inbound call but changes for a flow entered by a transfer.

    Architect built-in variables · Architect built-in variables, Inbound call tab, Call.CalledAddress · Checked 2026-10-02
77. 77
    Call.CalledAddressOriginal holds the called address received when the call first entered the system, typically the number the caller dialled, and never changes for a given call.

    Architect built-in variables · Architect built-in variables, Inbound call tab, Call.CalledAddressOriginal · Checked 2026-10-02
78. 78
    The Available Versions dialog, opened from the Version button in a flow or the Versions button on the Architect home page, lists each version's published status, the latest working copy, check-in date and author.

    View previous versions of a flow - Genesys Cloud Resource Center · View previous versions of a flow, article body · Checked 2026-10-02
79. 79
    A previous flow version opens read-only but can be exported, copied with Save As, and the currently published version can be unpublished.

    View previous versions of a flow - Genesys Cloud Resource Center · View previous versions of a flow, article body · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Building an inbound call flow in Genesys Cloud Architect. WarmTransfer. https://warmtransfer.net/guides/genesys-cloud-inbound-flow-setup

@misc{warmtransfer-genesys-cloud-inbound-flow-setup,
  title  = {Building an inbound call flow in Genesys Cloud Architect},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/guides/genesys-cloud-inbound-flow-setup},
  note   = {Verified 2026-10-02}
}