# Building an inbound call flow in Genesys Cloud Architect Systems: Genesys Cloud CX For Genesys Cloud CX administrators and Architect flow authors who already have phone numbers and at least one queue, and who route those numbers into a published inbound call flow. Canonical: https://warmtransfer.net/guides/genesys-cloud-inbound-flow-setup Last verified: 2026-10-02 In Genesys Cloud, a call route maps a dialled telephone number to an inbound call flow, so callers who dial that number enter that flow[^80]. Inside the flow, the Architect Transfer to ACD action sets the target queue, a priority, required ACD skills, a language skill, up to 20 preferred agents with scores, and an optional in-queue flow override[^81]. ## Before you start Prerequisites: - Every number you intend to route must exist as a DID range on the DID Ranges tab under Telephony > DID Numbers, and managing those ranges requires the Telephony > Plugin > All permission[^29]. - A queue must already exist; an administrator creates a queue from Menu > User Management > Queues[^82]. - Creating an Architect flow requires Architect > Flow > Add, Edit and View permissions[^48]. - 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[^15]. - Flow model: each call route can be configured with multiple inbound phone numbers that all direct callers into its associated inbound call flows[^64], and a single call route can hold at most 4500 phone numbers[^13]. - WarmTransfer's reading of the sources is that 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[^72]. - Hours: 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[^17], while the Always routing option sends every call on the route to 1 call flow regardless of schedule[^8]. - In-queue flow: 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[^53]. - Lookup: the Call Data Action needs a data actions integration in the organization[^19]. See also [Setting up queues and skills-based routing in Genesys Cloud](https://warmtransfer.net/knowledge/genesys-cloud-queue-setup). ## What changes by situation - Does each number get its own inbound flow, or do many numbers share one flow that branches on the dialled number? One inbound flow per number or per small set of numbers that behave the same; One shared inbound flow that looks up per-number settings from the dialled number. - Where are open hours and closed hours and holidays handled? On the call route with schedule-based group routing; Inside the flow with an Evaluate Schedule Group action; Nowhere because the line is always open. - Which in-queue flow should waiting callers hear? The organization default in-queue flow; A custom in-queue flow set on the queue; A custom in-queue flow named on the Transfer to ACD action. - Does the flow call an external system before routing? No external lookup; Yes through a Call Data Action. ## Step 1: Confirm numbers and permissions ### Do - Confirm that each number appears on the DID Ranges tab under Telephony > DID Numbers, and add any missing range there[^29]. - To add a single number as a range, enter the same number in both the DID Start and DID End boxes[^31]. - A range cannot contain more than 100,000 numbers[^30]. - Confirm that your role holds Architect > Flow > Add, Edit and View[^48] and the call route permissions listed in Before you start[^15]. ### Verify When you select inbound numbers for the call route in step 13, numbers that are already assigned are marked as such together with the identity and type of their current assignee[^9]. Suggested check: confirm that each number appears in the DID ranges table. Suggested check: write down any number that is already assigned so that you do not take it from a live service by accident. ### Rollback Suggested rollback: delete any DID range you added in this step. ## Step 2: Build operating schedules and the schedule group **On the call route with schedule-based group routing** ### Do - Create the open, closed and holiday operating schedules under Menu > Orchestration > Routing > Operating Schedules > Add Schedule, giving each a name, a division, a start and end date-time or All Day, and then its recurrence[^70]. - Creating operating schedules requires Routing > Schedule > Add, Edit, View and Delete permissions[^71]. - Create a schedule group with a unique name that contains no comma[^66]. - Set the group's time zone, which applies to the schedules it groups and accounts for daylight saving time[^69]. - Add at least 1 open operating schedule, because every group must contain one; closed and holiday schedules are optional groupings[^67]. - Creating a schedule group requires Routing > Schedule Group > Add, Edit, View and Delete permissions[^68]. ### Verify Genesys Cloud evaluates schedules in the order emergency routing (if activated), holiday, closed, then open, so holiday and closed schedules override open ones[^65]. Suggested check: read the group back and compare any overlapping schedules against that order. Suggested check: confirm that the group's time zone is the site's own zone. ### Rollback Suggested rollback: delete the schedule group, then the schedules, once nothing references them. **Inside the flow with an Evaluate Schedule Group action** ### Do - Create the operating schedules under Menu > Orchestration > Routing > Operating Schedules > Add Schedule with a name, a division, a start and end date-time or All Day, and a recurrence[^70]. - Create a schedule group with a time zone[^69] and at least 1 open operating schedule[^67]. - If several numbers share a flow and keep different hours, create a schedule group per distinct set of hours and name each exactly as your data table will store it, because the Find Schedule Group action looks a group up by a name or expression at runtime[^43]. ### Verify A schedule group name must be unique and cannot contain a comma[^66]. Holiday and closed schedules override open ones, because evaluation runs emergency routing (if activated), holiday, closed, then open[^65]. Suggested check: compare each group's overlapping schedules against that order. ### Rollback Suggested rollback: delete the groups and schedules once no flow references them. **Nowhere because the line is always open** ### Do On this path the call route will use the Always routing option, which sends every call on the route to 1 call flow regardless of schedule[^8]. ### Verify Suggested check: confirm with the business owner that the number really has no closed or holiday hours. ## Step 3: Prepare the in-queue experience **The organization default in-queue flow** ### Do - Open the default in-queue call flow in Architect; its name and description cannot be edited, but users with Architect editor or admin permission can change its behaviour[^83]. - Add your messaging around the Hold Music action, which either plays a prompt once or plays it for a duration that defaults to 1 minute[^50]. - Optionally add Play Estimated Wait Time, which is available only in in-queue flows and plays the estimate in Approximate, Less Than, Padded or Precise mode[^40]. - Publish the flow, because the default in-queue flow is not published automatically and must be published before use[^51]. ### Verify Play Estimated Wait Time plays nothing when the duration is NOT_SET, and treats any computed duration under 1 minute as 1 minute[^41]. Menus and reusable tasks are not available in in-queue flows[^52]. Suggested check: confirm that the flow shows as published. ### Rollback A previous flow version opens read-only but can be exported or copied with Save As[^79]. The default in-queue flow cannot be deleted[^51]. Suggested rollback: re-create the earlier logic from the read-only previous version or its export. **A custom in-queue flow set on the queue** ### Do - Create a new In-Queue Call flow, which is one of the Architect flow types[^84]. - Add a Hold Music action, which plays a prompt once or for a duration that defaults to 1 minute[^50], and optionally Play Estimated Wait Time in Approximate, Less Than, Padded or Precise mode[^40]. - Publish the flow; publishing proceeds through Validating, Publishing and Published states[^58]. - On the target queue's Voice tab, select the flow under In-Queue Flow, which makes it that queue's standard behaviour[^61]. ### Verify An in-queue flow named on a Transfer to ACD action would override this queue setting[^53]. A queue's Voice tab hold audio prompt overrides the hold music set at organization level[^59]. Suggested check: reopen the queue and confirm the In-Queue Flow selection. ### Rollback If no in-queue flow is selected on the queue's Voice tab, the organization's default in-queue flow is used[^85]. Suggested rollback: clear the queue's In-Queue Flow selection. **A custom in-queue flow named on the Transfer to ACD action** ### Do - Create a new In-Queue Call flow, which is one of the Architect flow types[^84]. - Add a Hold Music action[^50] and optionally Play Estimated Wait Time[^40]. - Publish the flow; publishing proceeds through Validating, Publishing and Published states[^58]. - You will select it in the optional In-Queue Flow field of the Transfer to ACD action in step 10[^3]. ### Verify 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[^49]. Suggested check: confirm that the flow is published. Suggested check: during the test calls in step 14, listen for unexpected hold audio or silence, which points to a broken prompt reference. ### Rollback If no in-queue flow is selected in the action or on the queue, Genesys Cloud uses the organization's default in-queue flow[^86]. Suggested rollback: clear the In-Queue Flow field on the transfer action and republish. ## Step 4: Create the inbound call flow and set error handling ### Do - Create an Inbound Call flow in Architect[^84]. - The name can be up to 200 characters and must be unique within its flow type[^47]. - Pick a supported text-to-speech language, which defaults to the organization's default language the first time and can be changed later[^45]. - Set default error handling to disconnect the call, transfer it to a queue, jump to a menu, or jump to a reusable task[^36]. - Optionally add a pre-handling prompt or audio sequence that tells the caller about the error before the handling action runs[^37]. - Architect runs at most 10,000 actions per flow invocation, and exceeding this sends the flow into error handling, which disconnects by default[^87]. ### Verify A newly created flow may take a few seconds to appear on the Architect home page, and the list may need a Refresh[^46]. Suggested check: confirm that error handling shows the action you chose. ### Rollback Suggested rollback: delete the unpublished flow. ## Step 5: Identify the dialled number **One inbound flow per number or per small set of numbers that behave the same** ### Do A caller who dials a telephone number is routed into the inbound call flow associated with that number[^55]. WarmTransfer's reading of the sources is that on this model per-number differences stay in call-route configuration rather than in flow logic or data[^72]. ### Verify Suggested check: confirm that each number you plan to route has its own flow, or is grouped with numbers that behave the same way. **One shared inbound flow that looks up per-number settings from the dialled number** ### Do - 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[^77]. - Call.CalledAddress equals Call.CalledAddressOriginal for a new inbound call but changes for a flow entered by a transfer[^76]. - We infer that a shared 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[^32]. - At the start of the flow, add a Data Table Lookup keyed on Call.CalledAddressOriginal; it takes a Found path that sets the mapped outputs, a Not Found path when no row matches, or a Failure path on an error[^34]. - Map Found outputs such as a queue name, a schedule group name and a greeting, and give Not Found and Failure their own handling[^34]. - Using the Data Table Lookup action requires all permissions under Architect > Data Table[^35]. - Turn the queue name into a queue with Find Queue, which finds a queue by an exact name or expression, takes Found or Not Found, and stores the queue in a variable usable by a later Transfer to ACD[^42]. - For a handful of numbers, a Switch action can branch instead; it allows at most 64 cases and has a default path taken when no case applies[^74]. - A Switch evaluates either by taking the first case that returns True or by taking the first case that matches a given expression[^73]. ### Verify If the lookup key is NOT_SET at runtime, the Data Table Lookup does not take its Failure path; flow error handling is invoked instead[^33]. Suggested check: in a debug call in step 11, confirm that the Found path is taken for each number. Suggested check: before you populate the table, confirm how the dialled-number string is formatted in a test call, for example whether it carries a prefix. ### Rollback Suggested rollback: remove the lookup actions, and leave the data table in place until nothing references it. ## Step 6: Check business hours inside the flow **One inbound flow per number or per small set of numbers that behave the same + Inside the flow with an Evaluate Schedule Group action** ### Do - Add an Evaluate Schedule Group action that names this number's schedule group; the action is available for all Architect flow types[^38]. - Wire its Open, Closed, Holiday and Emergency output paths, and choose the emergency group to evaluate[^39]. ### Verify The path taken should follow the evaluation order emergency routing (if activated), holiday, closed, then open[^65]. Suggested check: in a debug call, confirm that the path taken matches the current time. ### Rollback Suggested rollback: remove the action and reconnect the start of the flow to the menu. **One shared inbound flow that looks up per-number settings from the dialled number + Inside the flow with an Evaluate Schedule Group action** ### Do - Pass the schedule group name from step 5 to a Find Schedule Group action, which takes a Found or Not Found path and stores the result in a variable for later actions[^43]. - Give the Not Found path a safe default[^43]. - Run a single Evaluate Schedule Group action on the result variable and wire its Open, Closed, Holiday and Emergency paths[^39]. - Genesys positions Find Schedule Group as removing the need for multiple Evaluate Schedule Group actions with separate groups and selection logic[^44]. ### Verify Suggested check: in a debug call, test numbers that map to different schedule groups and confirm that Found is taken for each. ### Rollback Suggested rollback: remove both actions. **On the call route with schedule-based group routing** ### Do - Schedule-based group routing on the call route selects a schedule group plus a published flow for open hours and a published flow for closed hours[^17]. - Build the closed-hours flow as its own inbound call flow by repeating step 4, because the route needs a flow for closed hours[^17]. - For holidays the route can use the closed call flow, route to a specified flow, or bypass holiday routing, so build a holiday flow too if you will route holidays to a specified flow[^12]. ### Verify Suggested check: confirm that the open flow, the closed flow and any holiday flow all exist. ### Rollback Suggested rollback: delete the unpublished closed and holiday flows. **Nowhere because the line is always open** ### Do The call route will send every call to this flow regardless of schedule[^8]. ### Verify Suggested check: confirm that the flow contains no schedule evaluation you did not intend. ## Step 7: Build the menu and reusable tasks ### Do - In the starting menu, add a menu choice per caller option, each configured with a DTMF digit and optional speech recognition terms as a Jump to Reusable Task or Jump to Menu action[^54]. - Put each queue transfer from step 9 inside a reusable task, because default error handling can also jump to a reusable task[^36]. ### Verify A flow can be debugged in step 11 only if it has no validation errors[^28]. Suggested check: validate the flow and clear any errors. ### Rollback Suggested rollback: remove the menu choices or reusable tasks you added. ## Step 8: Add the external data lookup **No external lookup** ### Do Leave out the Call Data Action, which would otherwise need a data actions integration in the organization[^19]. ### Verify Suggested check: confirm that the flow contains no external lookup action. **Yes through a Call Data Action** ### Do - Confirm that a data actions integration exists; default actions are created automatically when that integration is added[^19]. - Add a Call Data Action, for example keyed on Call.Ani, which holds the caller's origination phone number[^75]. - Genesys recommends a timeout of no more than 30 seconds; the suggested-timeout checkbox applies a 1-minute default[^24]. - In a call flow an administrator can set the data action timeout anywhere from 1 to 60 seconds[^88]. - Genesys recommends a processing prompt of at least 60 seconds[^22]. - Wire the Success, Failure and Timeout paths[^21]. - Follow the action with a Decision or Switch, because the Call Data Action does not evaluate the data it retrieves[^20]. ### Verify A Success path only means no errors occurred; it does not show that the data returned was the intended result[^23]. A response larger than 2 MB sends the action down the Failure path[^89]. Documented causes of a Failure path include changed credentials, a deleted custom action still referenced in the flow, zero or multiple search results, a response that no longer matches the success schema, and endpoint timeouts[^90]. Suggested check: in a debug call, confirm that the output variables hold the expected values. Suggested check: force a failure and a timeout, for example with a bad input, and confirm that both lead somewhere sensible. ### Rollback Suggested rollback: remove the action and the decision that follows it. ## Step 9: Configure Transfer to ACD ### Do - In each routing reusable task, add a Transfer to ACD action and give it a queue as a literal selection or an expression[^6], such as the variable stored by Find Queue in step 5[^42]. - Set the priority if needed: it accepts values from -25,000,000 to 25,000,000, and each priority point gives the interaction approximately a 1-minute advantage in the queue[^5]. - Set the language skill, using the flow's supported-language default or a literal or expression override, and any ACD skills required of the receiving agent[^7]. - Architect takes the required language skill from the action or else the flow's default ACD language skill, and if neither is set no language skill is required[^91]. - Optionally supply up to 20 preferred agent and score pairs; exceeding that sets errorType to TooManyPreferredAgents on the Failure path[^92]. - Add pre-transfer audio to play before the transfer and failed-transfer audio to play if the action detects a failure[^1]. - Wire the Success and Failure paths, and map errorType and errorMessage to variables[^2]. ### Verify A queue's skill evaluation method is one of All skills matching, Best available skills, or Disregard skills, next agent[^60]. Disregard skills, next agent ignores skill requirements and routes to the agent with the longest idle time[^93]. Genesys Cloud selects an agent who speaks the requested language over a more skilled agent who does not[^94]. The queue scoring method is either conversation score, which combines arrival time with priority at 1 minute per priority point, or priority score, which ranks by priority and breaks ties on time in queue[^95]. Suggested check: compare the skills you set on the action with the target queue's evaluation method. ### Rollback Suggested rollback: remove or edit the action, then republish the flow in step 12. ## Step 10: Set the in-queue flow on the transfer **The organization default in-queue flow** ### Do Leave the action's In-Queue Flow field empty, because if no in-queue flow is selected in the action or on the queue, Genesys Cloud uses the organization's default in-queue flow[^86]. ### Verify An in-queue flow selected on the Queues page overrides the organization's default in-queue flow[^96]. Suggested check: open the target queue and confirm that its In-Queue Flow setting is empty. **A custom in-queue flow set on the queue** ### Do Leave the action's In-Queue Flow field empty, because an in-queue flow selected in the action would override the queue's in-queue flow[^53]. ### Verify An in-queue flow selected on the Queues page overrides the organization's default in-queue flow[^96]. Suggested check: confirm that the queue's In-Queue Flow setting names the flow from step 3. **A custom in-queue flow named on the Transfer to ACD action** ### Do Select the in-queue flow from step 3 in the action's optional In-Queue Flow field[^3]. ### Verify An in-queue flow selected in a Transfer to ACD action takes precedence over both the queue's in-queue flow and the organization default[^97]. Suggested check: reopen each Transfer to ACD action and confirm the selection. ### Rollback Suggested rollback: clear the field, then republish the flow in step 12. ## Step 11: Validate and test with debug ### Do - Create a debug version from Publish > Debug, then call YourCallFlow-debug@localhost from Genesys Cloud, encoding spaces in the flow name as %20[^25]. - The flow must have no validation errors, and every supported language on it must support text-to-speech[^28]. ### Verify A debug call plays what a caller would hear and also announces extra information to the author, such as actions taken and decision results[^27]. The debug feature is currently available only for English-language flows[^26]. Suggested check: go through each menu option, each hours path you can reach, and each lookup outcome. Suggested check: for a flow that is not English-only, test through a staging number with the live calls in step 14 instead. ## Step 12: Publish and record the version ### Do - Publish the inbound flow, and any closed-hours or holiday flow from step 6, because only call flows already published in Architect can be selected in a call route[^16]. - A flow must not be locked by another user to be published[^98]. - Publishing proceeds through Validating, Publishing and Published states, and that version is then no longer open for edit[^58]. - Publishing a new flow makes it available on the Call Routing page, where administrators assign it to numbers and schedules[^56]. ### Verify The Available Versions dialog lists each version's published status, the latest working copy, the check-in date and the author[^78]. Updating and publishing an existing flow puts the new configuration into effect immediately[^57]. Updating a User prompt used by a published flow has no effect on that flow until the flow is republished[^99]. A flow that reaches 98% of the maximum flow size can still be saved but cannot be published[^100]. Suggested check: note the published version number, its date and its author. ### Rollback A previous flow version opens read-only but can be exported or copied with Save As, and the currently published version can be unpublished[^79]. The Save menu offers Revert to Version to return a flow to a specific earlier version[^101]. Suggested rollback: before you unpublish a flow that a live route uses, repoint the call route in step 13 so that callers are not affected. ## Step 13: Create the call route **On the call route with schedule-based group routing** ### Do - On the Call Routing page, add a call route with a unique name and a division[^14]. - Select the inbound numbers: the number for this flow, or every number the shared flow serves, up to 4500 per route[^13]. - Choose schedule-based group routing with the step 2 schedule group, the published open-hours flow and the published closed-hours flow[^17]. - Choose a holiday option: Closed Call Flow, Route to, or Bypass Holiday Routing[^102]. - Optionally select 'This call route closes in emergency cases' with an emergency group and emergency flow[^11]. - Only published flows can be selected in the route[^16]. ### Verify A newly saved call routing entry may take a few minutes to appear in search results[^18]. Numbers that are already assigned are marked with the identity and type of their current assignee[^9]. The emergency group must itself be activated for emergency routing to take effect[^11]. Genesys documents that the more numbers a call route contains, the slower the Edge is to process them[^10]. Suggested check: confirm that no selected number was shown as assigned elsewhere. ### Rollback Suggested rollback: remove the numbers from the route or delete it, then restore any previous assignment you noted in step 1. **Inside the flow with an Evaluate Schedule Group action** ### Do - On the Call Routing page, add a call route with a unique name and a division[^14]. - Select the inbound numbers, up to 4500 per route[^13]. - Choose Always and route to the inbound flow, which sends every call on the route to that flow regardless of schedule[^8]. - Emergency handling then rests on the emergency group chosen on the flow's Evaluate Schedule Group action[^39]. ### Verify A newly saved call routing entry may take a few minutes to appear in search results[^18]. Numbers that are already assigned are marked with the identity and type of their current assignee[^9]. Genesys documents that the more numbers a call route contains, the slower the Edge is to process them[^10]. Suggested check: confirm that no selected number was shown as assigned elsewhere. ### Rollback Suggested rollback: remove the numbers from the route or delete it, then restore any previous assignment you noted in step 1. **Nowhere because the line is always open** ### Do - On the Call Routing page, add a call route with a unique name and a division[^14]. - Select the inbound numbers, up to 4500 per route[^13]. - Choose Always and route to the inbound flow, which sends every call on the route to that flow regardless of schedule[^8]. ### Verify A newly saved call routing entry may take a few minutes to appear in search results[^18]. Numbers that are already assigned are marked with the identity and type of their current assignee[^9]. Genesys documents that the more numbers a call route contains, the slower the Edge is to process them[^10]. Suggested check: confirm that no selected number was shown as assigned elsewhere. ### Rollback Suggested rollback: remove the numbers from the route or delete it, then restore any previous assignment you noted in step 1. ## Step 14: Place live test calls and review executions ### Do - Call each routed number from outside; a caller who dials a telephone number is routed into the inbound call flow associated with that number[^55]. - Note each call's Conversation ID, because the Flow Execution History query builder can find executions by Conversation ID[^63]. ### Verify Replay mode requires the Architect > Flow Instance > View and Search permissions and a flow with execution data enabled[^103]. A flow cannot be edited while in replay mode, and executions with more than 4,500 actions are truncated in replay[^62]. Genesys Cloud stores historical flow execution data for 10 days[^104]. Suggested check: go through every menu option into the queue and wait long enough to hear the in-queue messaging. Suggested check: for a shared flow, confirm in replay that each number took the Found path of the lookup. ### Rollback Suggested rollback: if production calls misroute, repoint or remove the call route as in the step 13 rollback, then fix the flow and republish it as in step 12. ## Applicability Applies to: Genesys Cloud CX, Genesys Cloud Architect, Genesys Cloud call routing, Genesys Cloud data actions, and Genesys Cloud CX Architect. Deployments: multi-tenant. Sources checked 2026-10-02. Architect ships a built-in default in-queue flow only for calls; in-queue email and message flows have no built-in default[^105]. The Architect debug feature is currently available only for English-language flows[^26]. ## What remains uncertain - The exact string format of Call.CalledAddressOriginal in a given organization, such as whether it carries a prefix, is not covered by the sources below. - Whether a number can be assigned to several call routes at once is not covered by the sources below. - What a caller hears when an in-queue call flow reaches the end of its actions is not covered by the sources below. - The effect of republishing a flow on calls already inside that flow is not covered by the sources below. - A threshold number of call route entries at which Edge processing becomes unacceptable is not covered by the sources below. ## Sources [^1]: Transfer to ACD can play pre-transfer audio before the transfer and failed-transfer audio if the action detects a failure. Source: [Set up a Transfer to ACD action](https://help.genesys.cloud/articles/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]: Transfer to ACD exposes Success and Failure paths and can map the resulting errorType and errorMessage to variables. Source: [Set up a Transfer to ACD action](https://help.genesys.cloud/articles/set-up-a-transfer-to-acd-action/), Set up a Transfer to ACD action, failure outputs and paths. Checked 2026-10-02. [^3]: Transfer to ACD has an optional In-Queue Flow field to select a customised in-queue flow instead of the default. Source: [Set up a Transfer to ACD action](https://help.genesys.cloud/articles/set-up-a-transfer-to-acd-action/), Set up a Transfer to ACD action, In-Queue Flow field. Checked 2026-10-02. [^4]: Transfer to ACD can supply up to 20 preferred agents with scores. Source: [Set up a Transfer to ACD action](https://help.genesys.cloud/articles/set-up-a-transfer-to-acd-action/), Set up a Transfer to ACD action, Preferred Agents field. Checked 2026-10-02. [^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. Source: [Set up a Transfer to ACD action](https://help.genesys.cloud/articles/set-up-a-transfer-to-acd-action/), Set up a Transfer to ACD action, Priority field. Checked 2026-10-02. [^6]: The Transfer to ACD action requires a queue, which can be given as a literal selection or an expression. Source: [Set up a Transfer to ACD action](https://help.genesys.cloud/articles/set-up-a-transfer-to-acd-action/), Set up a Transfer to ACD action, Queue field. Checked 2026-10-02. [^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. Source: [Set up a Transfer to ACD action](https://help.genesys.cloud/articles/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]: The Always routing option sends every call on the route to one call flow regardless of schedule. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, Always routing option. Checked 2026-10-02. [^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. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, Inbound Numbers step. Checked 2026-10-02. [^10]: Genesys documents that the more numbers a call route contains, the slower the Edge is to process them. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, note under Inbound Numbers. Checked 2026-10-02. [^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. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, emergency routing option. Checked 2026-10-02. [^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. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, holiday routing options. Checked 2026-10-02. [^13]: A single Genesys Cloud call route can hold at most 4500 phone numbers. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, Inbound Numbers step. Checked 2026-10-02. [^14]: A Genesys Cloud call route requires a unique name and a division. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, Name and Division steps. Checked 2026-10-02. [^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. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, prerequisites (permissions). Checked 2026-10-02. [^16]: Only call flows that have already been published in Architect can be selected in a call route. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, routing configuration steps. Checked 2026-10-02. [^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. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, schedule-based routing steps. Checked 2026-10-02. [^18]: A newly saved call routing entry may take a few minutes to appear in search results. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route, closing note. Checked 2026-10-02. [^19]: The Call Data Action needs a data actions integration in the organization; default actions are created automatically when that integration is added. Source: [Call Data action overview](https://help.genesys.cloud/articles/call-data-action-2/), Call Data action overview, article body. Checked 2026-10-02. [^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. Source: [Call Data action overview](https://help.genesys.cloud/articles/call-data-action-2/), Call Data action overview, article body. Checked 2026-10-02. [^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. Source: [Call Data action - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/call-data-action/), Call Data action, outputs. Checked 2026-10-02. [^22]: Genesys recommends a processing prompt of at least 60 seconds for the Call Data Action. Source: [Call Data action - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/call-data-action/), Call Data action, Processing Prompt setting. Checked 2026-10-02. [^23]: A Call Data Action Success path only means no errors occurred; it does not show that the data returned was the intended result. Source: [Call Data action - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/call-data-action/), Call Data action, Success output. Checked 2026-10-02. [^24]: Genesys recommends a Call Data Action timeout of no more than 30 seconds; the suggested-timeout checkbox applies a one-minute default. Source: [Call Data action - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/call-data-action/), Call Data action, Timeout setting. Checked 2026-10-02. [^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. Source: [Test a flow](https://help.genesys.cloud/articles/test-a-flow/), Test a flow, debug steps. Checked 2026-10-02. [^26]: The Architect debug feature is currently available only for English-language flows. Source: [Test a flow](https://help.genesys.cloud/articles/test-a-flow/), Test a flow, limitations note. Checked 2026-10-02. [^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. Source: [Test a flow](https://help.genesys.cloud/articles/test-a-flow/), Test a flow, introduction. Checked 2026-10-02. [^28]: A flow can be debugged only if it has no validation errors and every supported language on it supports text-to-speech. Source: [Test a flow](https://help.genesys.cloud/articles/test-a-flow/), Test a flow, prerequisites. Checked 2026-10-02. [^29]: Managing DID ranges requires the Telephony > Plugin > All permission, and ranges are managed on the DID Ranges tab under Telephony > DID Numbers. Source: [Manage DID and toll-free number ranges](https://help.genesys.cloud/articles/did-numbers/), Manage DID and toll-free number ranges, prerequisites and navigation. Checked 2026-10-02. [^30]: A Genesys Cloud DID or toll-free number range cannot contain more than 100,000 numbers. Source: [Manage DID and toll-free number ranges](https://help.genesys.cloud/articles/did-numbers/), Manage DID and toll-free number ranges, add a range steps. Checked 2026-10-02. [^31]: To add a single DID number as a range, enter the same number in both the DID Start and DID End boxes. Source: [Manage DID and toll-free number ranges](https://help.genesys.cloud/articles/did-numbers/), Manage DID and toll-free number ranges, add a range steps. Checked 2026-10-02. [^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). Source: [Architect built-in variables](https://help.genesys.cloud/articles/architect-default-variables/), Architect built-in variables, Inbound call tab, Call.CalledAddress and Call.CalledAddressOriginal. Checked 2026-10-02. [^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. Source: [Data Table Lookup action](https://help.genesys.cloud/articles/data-table-lookup-action/), Data Table Lookup action, note on NOT_SET. Checked 2026-10-02. [^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. Source: [Data Table Lookup action](https://help.genesys.cloud/articles/data-table-lookup-action/), Data Table Lookup action, outputs. Checked 2026-10-02. [^35]: Using the Data Table Lookup action requires all permissions under Architect > Data Table. Source: [Data Table Lookup action](https://help.genesys.cloud/articles/data-table-lookup-action/), Data Table Lookup action, prerequisites. Checked 2026-10-02. [^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. Source: [Set default event handling behavior](https://help.genesys.cloud/articles/set-default-error-handling-behavior/), Set default event handling behavior, handling action options. Checked 2026-10-02. [^37]: Error handling can play a pre-handling prompt or audio sequence that tells the caller about the error before the handling action runs. Source: [Set default event handling behavior](https://help.genesys.cloud/articles/set-default-error-handling-behavior/), Set default event handling behavior, pre-handling audio. Checked 2026-10-02. [^38]: The Evaluate Schedule Group action is available for all Architect flow types. Source: [Evaluate Schedule Group action](https://help.genesys.cloud/articles/evaluate-schedule-group-action/), Evaluate Schedule Group action, introduction. Checked 2026-10-02. [^39]: The Evaluate Schedule Group action has Open, Closed, Holiday and Emergency output paths and lets the author choose the emergency group to evaluate. Source: [Evaluate Schedule Group action](https://help.genesys.cloud/articles/evaluate-schedule-group-action/), Evaluate Schedule Group action, outputs table. Checked 2026-10-02. [^40]: Play Estimated Wait Time is available only in in-queue flows and plays the estimate in Approximate, Less Than, Padded or Precise mode. Source: [Play Estimated Wait Time action](https://help.genesys.cloud/?p=80888), Play Estimated Wait Time action, availability and playback modes. Checked 2026-10-02. [^41]: Play Estimated Wait Time plays nothing when the duration is NOT_SET, and treats any computed duration under one minute as one minute. Source: [Play Estimated Wait Time action](https://help.genesys.cloud/?p=80888), Play Estimated Wait Time action, duration notes. Checked 2026-10-02. [^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. Source: [Find Queue action](https://help.genesys.cloud/articles/find-queue-action/), Find Queue action, inputs and outputs. Checked 2026-10-02. [^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. Source: [Find Schedule Group action](https://help.genesys.cloud/articles/find-schedule-group-action/), Find Schedule Group action, inputs and outputs. Checked 2026-10-02. [^44]: Genesys positions Find Schedule Group as removing the need for multiple Evaluate Schedule Group actions with separate groups and selection logic. Source: [Find Schedule Group action](https://help.genesys.cloud/articles/find-schedule-group-action/), Find Schedule Group action, introduction. Checked 2026-10-02. [^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. Source: [Create a new flow](https://help.mypurecloud.com/articles/create-a-call-flow/), Create a new flow, language selection. Checked 2026-10-02. [^46]: A newly created flow may take a few seconds to appear on the Architect home page and the list may need a Refresh. Source: [Create a new flow](https://help.mypurecloud.com/articles/create-a-call-flow/), Create a new flow, closing note. Checked 2026-10-02. [^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. Source: [Create a new flow](https://help.mypurecloud.com/articles/create-a-call-flow/), Create a new flow, flow name notes. Checked 2026-10-02. [^48]: Creating an Architect flow requires Architect > Flow > Add, Edit and View permissions. Source: [Create a new flow](https://help.mypurecloud.com/articles/create-a-call-flow/), Create a new flow, prerequisites. Checked 2026-10-02. [^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. Source: [Hold Music action](https://help.genesys.cloud/articles/hold-music-action/), Hold Music action, failsafe note. Checked 2026-10-02. [^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. Source: [Hold Music action](https://help.genesys.cloud/articles/hold-music-action/), Hold Music action, play options. Checked 2026-10-02. [^51]: The default in-queue flow is not published automatically and must be published before use; it cannot be deleted. Source: [In-queue flows overview](https://help.genesys.cloud/articles/queue-call-flows/), In-queue flows overview, default in-queue flow section. Checked 2026-10-02. [^52]: Menus and reusable tasks are not available in in-queue flows. Source: [In-queue flows overview](https://help.genesys.cloud/articles/queue-call-flows/), In-queue flows overview, in-queue call flow section. Checked 2026-10-02. [^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. Source: [In-queue flow precedence - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/about-in-queue-flow-precedence/), In-queue flow precedence, article body. Checked 2026-10-02. [^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. Source: [Lesson 5: Organize the starting menu structure](https://help.genesys.cloud/articles/lesson-5-organize-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]: A caller who dials a telephone number is routed into the inbound call flow associated with that number. Source: [Call routing overview](https://help.genesys.cloud/articles/about-call-routing/), Call routing overview, opening section. Checked 2026-10-02. [^56]: Publishing a new flow makes it available on the Call Routing page, where administrators assign it to numbers and schedules. Source: [Publish an Architect flow](https://help.genesys.cloud/articles/publish-an-architect-flow/), Publish an Architect flow, article body. Checked 2026-10-02. [^57]: Updating and publishing an existing flow puts the new configuration into effect immediately. Source: [Publish an Architect flow](https://help.genesys.cloud/articles/publish-an-architect-flow/), Publish an Architect flow, article body. Checked 2026-10-02. [^58]: After a flow is published that version is no longer open for edit, and publishing proceeds through Validating, Publishing and Published states. Source: [Publish an Architect flow](https://help.genesys.cloud/articles/publish-an-architect-flow/), Publish an Architect flow, article body. Checked 2026-10-02. [^59]: A queue's Voice tab hold audio prompt overrides the hold music set at organization level. Source: [Create and configure queues](https://help.genesys.cloud/articles/create-queues/), Create and configure queues, Voice tab, hold audio. Checked 2026-10-02. [^60]: A queue's skill evaluation method is one of All skills matching, Best available skills, or Disregard skills, next agent. Source: [Create and configure queues](https://help.genesys.cloud/articles/create-queues/), Create and configure queues, standard routing skill evaluation method. Checked 2026-10-02. [^61]: On a queue's Voice tab the In-Queue Flow setting selects an Architect in-queue flow as that queue's standard behaviour. Source: [Create and configure queues](https://help.genesys.cloud/articles/create-queues/), Create and configure queues, Voice tab, In-Queue Flow. Checked 2026-10-02. [^62]: A flow cannot be edited while in replay mode, and executions with more than 4,500 actions are truncated in replay. Source: [Use replay mode to troubleshoot an Architect flow - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/use-replay-mode-to-troubleshoot-an-architect-flow/), Use replay mode to troubleshoot an Architect flow, limitations. Checked 2026-10-02. [^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. Source: [Use replay mode to troubleshoot an Architect flow - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/use-replay-mode-to-troubleshoot-an-architect-flow/), Use replay mode to troubleshoot an Architect flow, prerequisites and query builder. Checked 2026-10-02. [^64]: Each call route can be configured with multiple inbound phone numbers that all direct callers into its associated inbound call flows. Source: [Call routing overview](https://help.genesys.cloud/articles/about-call-routing/), Call routing overview, call route description. Checked 2026-10-02. [^65]: Genesys Cloud evaluates schedules in the order emergency routing (if activated), holiday, closed, then open, so holiday and closed schedules override open ones. Source: [Create an operating schedule group](https://help.genesys.cloud/articles/create-operating-schedule-group/), Create an operating schedule group, evaluation order note. Checked 2026-10-02. [^66]: A schedule group name must be unique and cannot contain a comma. Source: [Create an operating schedule group](https://help.genesys.cloud/articles/create-operating-schedule-group/), Create an operating schedule group, Name field. Checked 2026-10-02. [^67]: Every operating schedule group must contain at least one open operating schedule; closed and holiday schedules are optional groupings. Source: [Create an operating schedule group](https://help.genesys.cloud/articles/create-operating-schedule-group/), Create an operating schedule group, schedule selection steps. Checked 2026-10-02. [^68]: Creating a schedule group requires Routing > Schedule Group > Add, Edit, View and Delete permissions. Source: [Create an operating schedule group](https://help.genesys.cloud/articles/create-operating-schedule-group/), Create an operating schedule group, prerequisites. Checked 2026-10-02. [^69]: A schedule group's time zone applies to the schedules it groups and accounts for daylight saving time. Source: [Create an operating schedule group](https://help.genesys.cloud/articles/create-operating-schedule-group/), Create an operating schedule group, Time Zone field. Checked 2026-10-02. [^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. Source: [Create an operating schedule](https://help.genesys.cloud/articles/create-operating-schedule/), Create an operating schedule, steps. Checked 2026-10-02. [^71]: Creating operating schedules requires Routing > Schedule > Add, Edit, View and Delete permissions. Source: [Create an operating schedule](https://help.genesys.cloud/articles/create-operating-schedule/), Create an operating schedule, prerequisites. Checked 2026-10-02. [^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). Source: [Call routing overview](https://help.genesys.cloud/articles/about-call-routing/), Call routing overview, call route description; read with Architect built-in variables, Call.CalledAddressOriginal. Checked 2026-10-02. [^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. Source: [Switch action](https://help.genesys.cloud/articles/switch-action/), Switch action, Use expression evaluation in a Switch action. Checked 2026-10-02. [^74]: An Architect Switch action allows at most 64 cases and has a default path taken when no case applies. Source: [Switch action](https://help.genesys.cloud/articles/switch-action/), Switch action, About Switch actions. Checked 2026-10-02. [^75]: Call.Ani holds the caller's origination phone number for the active call. Source: [Architect built-in variables](https://help.genesys.cloud/articles/architect-default-variables/), Architect built-in variables, Inbound call tab, Call.Ani. Checked 2026-10-02. [^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. Source: [Architect built-in variables](https://help.genesys.cloud/articles/architect-default-variables/), Architect built-in variables, Inbound call tab, Call.CalledAddress. Checked 2026-10-02. [^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. Source: [Architect built-in variables](https://help.genesys.cloud/articles/architect-default-variables/), Architect built-in variables, Inbound call tab, Call.CalledAddressOriginal. Checked 2026-10-02. [^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. Source: [View previous versions of a flow - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/view-version-history-call-flow/), View previous versions of a flow, article body. Checked 2026-10-02. [^79]: A previous flow version opens read-only but can be exported, copied with Save As, and the currently published version can be unpublished. Source: [View previous versions of a flow - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/view-version-history-call-flow/), View previous versions of a flow, article body. Checked 2026-10-02. [^80]: A call route maps a dialed address (telephone number) to an inbound call flow, so callers who dial that number enter that flow. Source: [Call routing overview](https://help.genesys.cloud/articles/about-call-routing/), Call routing overview: introductory paragraph. Checked 2026-09-24. [^81]: The Architect Transfer to ACD action sets the target queue, a priority, required ACD skills, a language skill, up to 20 preferred agents with scores, and an optional in-queue flow override. Source: [Transfer to ACD action](https://help.genesys.cloud/articles/transfer-acd-action/), Action settings table. Checked 2026-09-30. [^82]: In Genesys Cloud, an administrator creates a queue from Menu > User Management > Queues. Source: [Create and configure queues](https://help.mypurecloud.com/?p=18650), Create a queue procedure; first step. Checked 2026-09-30. [^83]: The default in-queue call flow cannot be deleted and its name and description cannot be edited, though users with Architect editor or admin permission can change its behaviour. Source: [In-queue flows overview](https://help.genesys.cloud/articles/queue-call-flows/), In-queue flows overview; default in-queue call flow note. Checked 2026-09-25. [^84]: The Genesys Cloud 'Create a flow' article lists 15 Architect flow types: Inbound Call, Inbound Message, Inbound Email, Outbound Call, Bot, Digital Bot, Common Module, In-Queue Call, In-Queue Email, In-Queue Message, Secure Call, Workflow, Web Survey Invite, Voice Survey and Workitem. Source: [Create a flow - Genesys Cloud Resource Center](https://help.mypurecloud.com/?p=3792), Create a flow; per-flow-type creation sections. Checked 2026-09-25. [^85]: If no in-queue flow is selected on the queue's Voice tab, the organization's default in-queue flow is used. Source: [Create and configure queues](https://help.mypurecloud.com/?p=18650), Voice tab; In-Queue Flow. Checked 2026-09-30. [^86]: If no in-queue flow is selected in the action or on the queue, Genesys Cloud uses the organization's default in-queue flow. Source: [In-queue flow precedence - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/about-in-queue-flow-precedence/), In-queue flow precedence; organization default. Checked 2026-09-25. [^87]: Architect runs at most 10,000 actions per flow invocation; exceeding this sends the flow into error handling, which disconnects by default. Source: [How many actions can I run in a flow?](https://help.genesys.cloud/faqs/how-many-actions-can-i-run-in-a-flow/), FAQ answer; first paragraph. Checked 2026-09-25. [^88]: Data actions in a call flow time out after 60 seconds by default, and an administrator can set the timeout anywhere from 1 to 60 seconds. Source: [How many seconds before a data action times out? - Genesys Cloud Resource Center](https://help.genesys.cloud/faqs/how-many-seconds-before-a-data-action-times-out/), FAQ answer; call flows sentence. Checked 2026-09-25. [^89]: A Call Data Action can handle a response of at most 2 MB; a larger response sends the action down the Failure path. Source: [Call Data action - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/call-data-action/), Call Data action; response size note. Checked 2026-09-25. [^90]: Documented causes of a data action taking the Failure path in a flow include changed credentials, a deleted custom action still referenced in the flow, zero or multiple search results, a response that no longer matches the success schema, and endpoint timeouts. Source: [Data action fails in interaction flows - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/data-action-fails-in-interaction-flows/), Data action fails in interaction flows; Cause sections. Checked 2026-09-25. [^91]: Architect takes the required language skill from the Transfer to ACD action's language skill or else the flow's default ACD language skill; if neither is set, no language skill is required. Source: [Language skills in Architect](https://help.genesys.cloud/articles/language-skills-architect/), Article body; rule and precedence. Checked 2026-09-30. [^92]: The Transfer to ACD action accepts at most 20 preferred agent/score pairs; exceeding that sets errorType to TooManyPreferredAgents on the failure path. Source: [Transfer to ACD action](https://help.genesys.cloud/articles/transfer-acd-action/), Transfer to ACD action; Preferred Agents field and Failure path. Checked 2026-09-25. [^93]: Disregard skills, next agent ignores skill requirements and routes to the agent with the longest idle time. Source: [Routing and evaluation methods](https://help.genesys.cloud/articles/acd-evaluation-routing-methods/), Evaluation methods; Disregard skills, next agent. Checked 2026-09-30. [^94]: Language outranks skill level: Genesys Cloud selects an agent who speaks the requested language over a more skilled agent who does not, and agents without the required language do not receive the interaction. Source: [Add an ACD skill or language to a user](https://help.genesys.cloud/articles/add-acd-skill-language-user/), Introduction; languages note. Checked 2026-09-30. [^95]: The queue scoring method is either conversation score, which combines arrival time with priority at one minute per priority point, or priority score, which ranks by priority and breaks ties on time in queue. Source: [Specify routing and evaluation methods](https://help.genesys.cloud/articles/specify-routing-settings/), Scoring Method step. Checked 2026-09-30. [^96]: An in-queue flow selected on the Queues page overrides the organization's default in-queue flow. Source: [In-queue flow precedence - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/about-in-queue-flow-precedence/), In-queue flow precedence; queue selection. Checked 2026-09-25. [^97]: An in-queue flow selected in an Architect Transfer to ACD action takes precedence over both the queue's in-queue flow and the organization default. Source: [In-queue flow precedence - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/about-in-queue-flow-precedence/), In-queue flow precedence; Architect Transfer to ACD action. Checked 2026-09-25. [^98]: After a flow is published it is no longer open for editing, and a flow must not be locked by another user to be published. Source: [Publish an Architect flow](https://help.genesys.cloud/articles/publish-an-architect-flow/), Publish an Architect flow; prerequisites and closing note. Checked 2026-09-25. [^99]: Updating a User prompt used by a published flow has no effect on that flow until the flow is republished. Source: [Updated prompt behavior in the flow - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/updated-prompt-behavior-call-flow/), Updated prompt behavior in the flow; second paragraph. Checked 2026-09-25. [^100]: When a flow reaches 98% of the maximum flow size it can still be saved but cannot be published. Source: [Architect flow size - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/architect-flow-size/), Architect flow size; flow size indicator levels (Full). Checked 2026-09-25. [^101]: The Architect Save menu offers Revert to Version to return a flow to a specific earlier version, and Discard to drop unsaved changes and reload the last saved version. Source: [Maintain a flow](https://help.genesys.cloud/articles/maintain-a-call-flow/), Maintain a flow; Discard and Revert items. Checked 2026-09-25. [^102]: A call route can use a schedule group to send calls to different flows for open hours, closed hours and holidays, with holiday options Closed Call Flow, Route to, or Bypass Holiday Routing. Source: [Add a call route](https://help.genesys.cloud/articles/add-a-call-route/), Add a call route; schedule group routing step. Checked 2026-09-25. [^103]: Replay mode needs the Architect > Flow Instance > View and Search permissions and a flow with execution data enabled. Source: [Use replay mode to troubleshoot an Architect flow - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/use-replay-mode-to-troubleshoot-an-architect-flow/), Use replay mode; prerequisites. Checked 2026-09-25. [^104]: Genesys Cloud stores historical flow execution data for 10 days. Source: [Historical execution data overview - Genesys Cloud Resource Center](https://help.genesys.cloud/articles/historical-execution-data-overview/), Historical execution data overview; retention statement. Checked 2026-09-25. [^105]: Architect ships a built-in default in-queue flow (with hold music) only for calls; in-queue email and message flows have no built-in default and must be created. Source: [In-queue flows overview](https://help.genesys.cloud/articles/queue-call-flows/), In-queue flows overview; flow types section. Checked 2026-09-25.