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  • 1.  genesys cloud Queue Overflow cross region

    Posted 03-26-2025 04:12
    No replies, thread closed.

    Hi there，

    Is it possible for Genesys Cloud to route calls cross region. For example, incoming call from APAC region and there is no available agents in APAC region. Can i setup the queue overflow to Europe region? 


    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Hobin Hong
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  • 2.  RE: genesys cloud Queue Overflow cross region

    Posted 03-26-2025 09:00
    No replies, thread closed.

    When you say different region, do you mean a different org in a different region?



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    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: genesys cloud Queue Overflow cross region

    Posted 03-26-2025 09:56
    No replies, thread closed.

    Thanks for your reply. I mean the same org in different region. How about different org in different region?



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    Hobin Hong
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    Original Message


  • 4.  RE: genesys cloud Queue Overflow cross region
    Best Answer

    Posted 03-26-2025 11:59
    No replies, thread closed.

    If the agents are logged into the same org, you could certainly overflow to other agents.  You could potentially use something like Bullseye Routing to relax the requirement and therefore include a broader range of agents.  I'll let others chip in with other ideas for potential flow-out options etc



    ------------------------------
    Sam Jillard
    Online Community Manager/Moderator
    Genesys - Employees
    ------------------------------

    Original Message


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