Is it possible to bypass carrier failover for specific outbound dialing campaigns?

General Discussion
1

Background
We operate fifteen BYOC trunks across AP-SG and other regions, primarily using Genesys Cloud for outbound dialing campaigns. Our current setup relies on standard carrier failover logic defined in the outbound routing rules to ensure continuity if a primary trunk experiences SIP registration flapping or high latency.

Issue
Is it possible to configure the outbound dialing engine to ignore the global failover logic for specific campaign groups? We have identified that certain legacy carriers provide superior voice quality for our predictive dialing sessions but suffer from intermittent 408 Request Timeouts during peak load. The current failover mechanism switches traffic to a secondary carrier, which introduces a noticeable latency spike that negatively impacts our call center’s performance metrics and agent experience. We need the dialer to persist on the primary carrier despite the timeouts, rather than failing over immediately.

Troubleshooting
I have reviewed the outbound routing configuration and the SIP trunk settings. The failover is triggered by the standard health checks. I attempted to adjust the timeout thresholds in the BYOC trunk configuration, but this does not address the root cause of the latency during failover transitions. The Analytics Reporting dashboard confirms the divergence in call duration metrics when the failover event occurs. We need a way to whitelist specific campaigns or dialing rules to enforce trunk stickiness, overriding the automatic failover behavior.

2
  1. Define a dedicated outbound routing rule for the specific campaign.
  2. Set the primary trunk and explicitly disable the “Failover to next available” option.
  3. Assign this rule exclusively to the target campaign group.

This isolates the dialing path, preventing the engine from triggering global failover logic for those specific calls.

3

The documentation actually says…

Is it possible to configure the outbound dialing engine to ignore the global failover logic for specific campaign groups?

While the previous suggestion to disable failover in the routing rule is technically sound, it creates a significant risk for schedule adherence and agent availability. If that single trunk fails, those agents are stranded with no calls, which directly impacts our WFM metrics. As a scheduling coordinator, I see this cause massive adherence drops during peak shifts.

A better approach is to leverage Campaign-specific Routing Rules with a constrained failover list rather than disabling it entirely. This keeps the failover logic active but limits it to pre-approved, high-priority trunks that match the agent’s skill profile. This ensures that if the primary trunk flaps, the call routes to a secondary trunk that the scheduled agent is still qualified to handle, preserving both uptime and compliance.

Here is the recommended configuration structure for the Campaign Group:

  1. Navigate to Admin > Outbound > Campaign Groups.
  2. Select the specific campaign group.
  3. Under Routing, choose “Custom Routing Rule”.
  4. Configure the rule to prioritize Trunk A, then Trunk B (both BYOC), and explicitly exclude the generic “Failover to Next Available” pool.
routing_rule:
 campaign_group_id: "outbound_sales_asia"
 primary_trunk: "AP-SG-Primary-BYOC"
 failover_trunks:
 - "AP-SG-Secondary-BYOC"
 disable_global_failover: true
 skill_requirement: "sales_l1"

This method aligns with WFM best practices by ensuring that the dialing path remains consistent with the agent’s scheduled skills. It prevents the scenario where an agent is scheduled for a specific skill set but receives calls routed through an unexpected trunk that might have different latency characteristics or compliance rules. It also makes troubleshooting much easier when reviewing adherence reports, as you can clearly see which trunk group was active during any given shift block.