I am currently looking for a way to implement an ‘Emergency Reroute’ button for our clients’ IT teams. We want to be able to bypass the main Architect flow and send all calls directly to an external number if the primary contact center is offline. I see that I can change the ‘Call Routing’ entry for the DID, but this takes a few minutes to propagate. Is there a way to use the Architect API to dynamically change the destination of a ‘Call Forwarding’ block within a flow in real time?
Hey Dav75! I am a supervisor for thirty agents and I would love to have a button like this! Every time there is a network outage, I have to wait for the IT team to log into Genesys Cloud and manually change the flows, and it takes way too long. If you can automate this via a simple web page that our team can access, it would be a total life-saver for us during emergencies!
Greetings. I am an API power user and I have built several of these emergency bypasses. You should not try to modify the flow itself in real time, as that requires a full re-publish which is slow and risky. Instead, you should have your Architect flow check a ‘Global Variable’ or hit a Data Action at the very beginning. Your ‘Emergency Button’ can then update a value in an external database or a Genesys Cloud ‘Data Table’. If the value is ‘Active’, the flow immediately forwards the call to the emergency number. It is instantaneous and much safer than messing with the flow versions!