Voice call flow

Enter through Genesys Cloud Voice or a BYOC trunk. Premises calls can hit an Edge first.

Transfer to a queue. The in-queue flow is the hold experience and must be published too.

ACD offers an agent who is On Queue, under utilization, and acceptable to the evaluation method.

Sources and go deeper

Each link was opened for this lab. Last checked 2026-10. A confirm flag means the lab could not verify that link.

Resource Center About Architect Last checked 2026-10
Resource Center Create a flow Last checked 2026-10
Resource Center Advanced routing overview Last checked 2026-10
Developer docs Genesys Cloud Developer Center Last checked 2026-10 General developer docs. This is the Developer Center home, not a page written for this room alone.
Community Genesys Community Last checked 2026-10 Community home, not a thread about this room.
Wikipedia Automatic call distributor Last checked 2026-10 Background article. It is not a Genesys Cloud product page.