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  • 1.  Switching outbound trunks automatically based on connect rate

    Posted 7 days ago

    We're designing a workflow that measures an outbound campaign's hourly connect rate and reorders trunks on the outbound route via Data Actions when it drops below a threshold. Has anyone done something similar? Any gotchas with using a dedicated site for this?


    #Outbound

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    Vinicius
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  • 2.  RE: Switching outbound trunks automatically based on connect rate

    Posted 6 days ago

    Hi Vinicius, welcome to the community! Great use case. Coming from the telecom/monitoring side, a few things I'd consider:

    1. Connect rate can be noisy. It drops for reasons unrelated to the trunk (list quality, time of day, carrier filtering of your numbers), so switching on it alone could hide the real cause. If possible, combine it with trunk-level signals like SIP failure responses (e.g. 503/480 spikes) and post-dial delay, which is a common indicator of carrier/route quality: https://www.twilio.com/docs/glossary/what-is-post-dial-delay
    2. Check what the route already does for you. With Sequential distribution, calls go to the first trunk and move to the next one when capacity is reached, so you get failover on capacity out of the box. Reordering would then only be needed for quality drops: https://help.genesys.cloud/2250
      Also make sure the number plan and outbound route only affect this campaign: https://help.genesys.cloud/faqs/how-does-genesys-cloud-know-which-trunk-to-route-a-given-call-through/
    3. Watch Data Action limits. There are volume and concurrency limits (50 concurrent slots per data action), and slower actions consume more concurrency, so keep the workflow lightweight and monitor its performance: https://help.genesys.cloud/articles/data-actions-integration-performance-analysis/
    4. Add hysteresis and a human in the loop. Use a minimum sample size per hour and a cooldown before switching back, to avoid flapping on small volumes, and send an alert whenever the order changes so someone can tell a carrier issue from a campaign issue. A quick manual rollback is also worth having.

    Curious to hear how it goes!



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    Robson
    Coordenador de Infraestrutura
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  • 3.  RE: Switching outbound trunks automatically based on connect rate

    Posted 6 days ago

    Hi Vinicius,

    Interesting use case. We're not currently doing dynamic trunk reordering based on campaign connect rates, but we do use BYOC outbound routes with multiple trunks and rely on route/trunk priority and distribution settings for traffic management.

    In our environment, outbound routing is driven by Number Plans and Outbound Routes, with the route selecting the appropriate trunk(s). Most of our designs use sequential or priority-based routing rather than automatically changing trunk order during runtime.

    The idea of monitoring connects rates and adjusting trunk preference through Data Actions is definitely interesting. One thing I'd be cautious of is route flapping if the threshold is too sensitive, as well as making sure there's a rollback mechanism if temporary carrier issues recover quickly.

    I'd be interested to hear from anyone running this in production and whether they're using dedicated sites, Data Tables, or Data Actions to manage the logic.



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    Akhil
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