Genesys Cloud - Main

Hey all,

I've been using group routing for the last several years to do some basic routing for some of our offsite dealer locations. I've also been using the overflow setting with no issues. None of these groups have full DIDs associated. They all use extensions and now that no longer seems to be an option. I'm not sure what's causing this behavior as some of my groups with just extensions are STILL selectaable for overflow. However, the vast majority are not. Can anyone give insight into what has changed and why this is happening (or if this is simply a bug)? I've looked through the changelogs and see nothing about an update that could cause this behavior.

I prefer to use Transfer to Group with overflow route in an Architect flow - much better control and options for overflow time and destination.  

Hey all,

I've been using group routing for the last several years to do some basic routing for some of our offsite dealer locations. I've also been using the overflow setting with no issues. None of these groups have full DIDs associated. They all use extensions and now that no longer seems to be an option. I'm not sure what's causing this behavior as some of my groups with just extensions are STILL selectaable for overflow. However, the vast majority are not. Can anyone give insight into what has changed and why this is happening (or if this is simply a bug)? I've looked through the changelogs and see nothing about an update that could cause this behavior.

Hey Robert! Are you talking about the failure route like below:

If so, that's awesome and I can definitely go that route instead. Despite my copious use of Architect for our call center needs, I somehow failed to think about that option for this usecase.

I prefer to use Transfer to Group with overflow route in an Architect flow - much better control and options for overflow time and destination.  

Hey all,

I've been using group routing for the last several years to do some basic routing for some of our offsite dealer locations. I've also been using the overflow setting with no issues. None of these groups have full DIDs associated. They all use extensions and now that no longer seems to be an option. I'm not sure what's causing this behavior as some of my groups with just extensions are STILL selectaable for overflow. However, the vast majority are not. Can anyone give insight into what has changed and why this is happening (or if this is simply a bug)? I've looked through the changelogs and see nothing about an update that could cause this behavior.