Genesys Cloud - Main

When last nights (5-7-2026) AWS Americas US-East issue occurred, we had calls stacking up in our Emergency queue even though we had 15 agents On-Queue in Idle.  We made the switch to our West DR environment and made the necessary changes to our AT&T Rout It plan to route calls to West.  That took care of any new calls coming in, however we had 20-30 Emergency calls still Waiting in our Production Emergency queue.

It seems like the only option was to Disconnect them and hope they call back to be routed to West.  Is that really the only option (Disconnect and cross your fingers)?  Is there not a way to redirect the call to either a prompt with a message to hang up and call back or better yet to another flow that would dial the Emergency line again, which would then send them to our DR environment?

We've also had need for this in the past when a holiday was not set correctly and before we caught it, there were calls in queue that we could do nothing with except disconnect them (our mistake admittedly, but would be nice to be able to point those to a prompt and then disconnect).

Any thoughts or feedback welcome.  Thank you!

Great question, and honestly, something worth having a plan for before the next incident hits. Disconnecting and crossing your fingers isn't the only option, but the setup needs to be in place ahead of time.

The key thing to understand is that swapping which in-queue flow is assigned to your queue mid-incident will not help the calls already sitting there. Those calls are already executing whatever flow they entered on. However, if you go into Architect and modify and republish the actual in-queue flow itself, calls already in queue can pick up that updated logic on their next recurring state cycle.

So if your flow is built with a recurring state that loops every 30 seconds, you can republish with either a Transfer to ACD pointing to a different queue or a play prompt, then disconnect, and those waiting calls will hit that new logic on their next loop. That is your real lever during an outage.

You can also use Transfer to ACD inside an in-queue flow to point waiting calls to a completely different queue, so if your DR environment had a queue set up and staffed, you could redirect through the flow itself without any manual intervention.

The move is to build your Emergency in-queue flow now with DR scenarios already baked in, whether that is a prompt telling callers to hang up and dial your DR number or a straight transfer to a backup queue. That way, when something like the AWS issue hits again, you are republishing a flow you already built and tested, not building one on fire. 😅

When last nights (5-7-2026) AWS Americas US-East issue occurred, we had calls stacking up in our Emergency queue even though we had 15 agents On-Queue in Idle.  We made the switch to our West DR environment and made the necessary changes to our AT&T Rout It plan to route calls to West.  That took care of any new calls coming in, however we had 20-30 Emergency calls still Waiting in our Production Emergency queue.

It seems like the only option was to Disconnect them and hope they call back to be routed to West.  Is that really the only option (Disconnect and cross your fingers)?  Is there not a way to redirect the call to either a prompt with a message to hang up and call back or better yet to another flow that would dial the Emergency line again, which would then send them to our DR environment?

We've also had need for this in the past when a holiday was not set correctly and before we caught it, there were calls in queue that we could do nothing with except disconnect them (our mistake admittedly, but would be nice to be able to point those to a prompt and then disconnect).

Any thoughts or feedback welcome.  Thank you!

When last nights (5-7-2026) AWS Americas US-East issue occurred, we had calls stacking up in our Emergency queue even though we had 15 agents On-Queue in Idle.  We made the switch to our West DR environment and made the necessary changes to our AT&T Rout It plan to route calls to West.  That took care of any new calls coming in, however we had 20-30 Emergency calls still Waiting in our Production Emergency queue.

It seems like the only option was to Disconnect them and hope they call back to be routed to West.  Is that really the only option (Disconnect and cross your fingers)?  Is there not a way to redirect the call to either a prompt with a message to hang up and call back or better yet to another flow that would dial the Emergency line again, which would then send them to our DR environment?

We've also had need for this in the past when a holiday was not set correctly and before we caught it, there were calls in queue that we could do nothing with except disconnect them (our mistake admittedly, but would be nice to be able to point those to a prompt and then disconnect).

Any thoughts or feedback welcome.  Thank you!

#Routing(ACD/IVR)

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Matt Tucker
IT
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Hello @Matt Tucker

One way to work in this situation is to configure a data table in your In  Queue flow for emergency messages. In this way, you can inform the customer and decide if you should disconnect them or not.

Each step the flow will validate:

Until finally found active:

It's a simple structure, you can adjust or inprove in your way.

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Arthur Pereira Reinoldes

Original Message:
Sent: 05-08-2026 15:35
From: Matt Tucker
Subject: Calls stuck Waiting in Queue

When last nights (5-7-2026) AWS Americas US-East issue occurred, we had calls stacking up in our Emergency queue even though we had 15 agents On-Queue in Idle.  We made the switch to our West DR environment and made the necessary changes to our AT&T Rout It plan to route calls to West.  That took care of any new calls coming in, however we had 20-30 Emergency calls still Waiting in our Production Emergency queue.

It seems like the only option was to Disconnect them and hope they call back to be routed to West.  Is that really the only option (Disconnect and cross your fingers)?  Is there not a way to redirect the call to either a prompt with a message to hang up and call back or better yet to another flow that would dial the Emergency line again, which would then send them to our DR environment?

We've also had need for this in the past when a holiday was not set correctly and before we caught it, there were calls in queue that we could do nothing with except disconnect them (our mistake admittedly, but would be nice to be able to point those to a prompt and then disconnect).

Any thoughts or feedback welcome.  Thank you!

#Routing(ACD/IVR)

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Matt Tucker
IT
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