Genesys Cloud - Developer Community!

 View Only

Sign Up

  • 1.  How to Route Unanswered DID Calls to Multiple SIP Phones After 30 Seconds in Genesys Cloud?

    Posted 12 hours ago

    Hi,

    I have a scenario where we have four SIP phones configured as physical devices in Genesys Cloud. Each phone has its own DID directly assigned to its extension.

    We need a routing setup where, if someone calls one of these DID numbers, the corresponding SIP phone rings first. If the call is not answered within 30 seconds, the other SIP phones should start ringing as well.

    Is there a way to configure this behavior in Genesys Cloud?


    #Uncategorized

    ------------------------------
    Maico Zorzan
    ------------------------------


  • 2.  RE: How to Route Unanswered DID Calls to Multiple SIP Phones After 30 Seconds in Genesys Cloud?

    Posted 12 hours ago
    Edited by Maico Zorzan 11 hours ago

    And all SIP extensions have voicemail enabled.



  • 3.  RE: How to Route Unanswered DID Calls to Multiple SIP Phones After 30 Seconds in Genesys Cloud?

    Posted 11 hours ago

    Hi Maico,

    Try this. I think it's what you need.

    Configure a group phone number - Genesys Cloud Resource Center



    ------------------------------
    Camila Meneghini
    ------------------------------



  • 4.  RE: How to Route Unanswered DID Calls to Multiple SIP Phones After 30 Seconds in Genesys Cloud?

    Posted 10 hours ago

    Hi Maico ,

    Yes, this can be accomplished in Genesys Cloud, but not by assigning the DIDs directly to individual phone extensions alone.

    A common approach is:

    1. Create a User Group (or Group Ring) containing the four users/SIP phones.
    2. Create a Call Flow in Architect for each DID.
    3. Route the incoming DID call to the primary user first using Transfer to User.
    4. Configure the transfer timeout to 30 seconds.
    5. If the call is not answered, use the failure/no-answer path to transfer the call to the group, queue, or a routing method that rings all four phones simultaneously.

    Alternatively, if all four phones should ring after the initial 30 seconds, you could:

    • Transfer to the primary user.
    • On timeout, transfer to a queue configured with simultaneous ring or alerting for all four members.

    One thing to note is that Genesys Cloud does not natively support a "ring one DID-assigned phone, then automatically expand ringing to other unrelated phones" configuration directly on the user or phone object. This behavior typically requires an Architect inbound call flow to control the no-answer logic.

    In summary: Yes, it is achievable, but the DID should be routed through Architect, where you can ring the primary SIP phone for 30 seconds and then transfer the call to a group or queue that alerts the remaining SIP phones.

    Thanks,



    ------------------------------
    Francis Guo
    NA
    ------------------------------