Failover Routing

Failover routing is used to re-route calls to failover destinations when the primary destination cannot be reached. This can be configured within Flow Builder.

How it works

Failover routing re-routes calls to configured failover destinations for SIP URIs and External numbers when these primary destinations cannot be reached in a call flow.

Configuration

Add Failover destination for SIP URI or External Number

  • Add “SIP URI” or “External number” widget from Widget library and use widget config panel to add values
    • For SIP URI - Select required value from SIP URI dropdown
    • For External number - Add the number in E.164 format
    • To add a failover destination, turn ON the toggle for “Add failover destination” field. This will add a “Failover” connector with an add icon on the canvas.
    • Click on the add icon to add required failover destination from widget library


Refer Step by step guide - Build a call flow for detailed  steps to create and publish a flow 

FAQ

Q: Is failover routing supported in legacy IVR configuration

A: No, failover routing can only be configured using Flow Builder


Q: When does the system re route the calls to the failover destination?

A:  For SIP URIs, when system receives SIP response codes that does not allow call completion. This includes response codes greater than 2XX.


For External Numbers, when it is -

  • Invalid number or
  • Valid number but the phone turned off/otherwise unreachable due to connectivity issues

Note

  • For External number, system does not re route to failover destination when - 
    • External number is Valid number or
    • Callee doesn't answer / Callee declines the call or
    • Call goes to voicemail


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Updated:

January 4th, 2024

Author:

Tasleem Rayali

Updated By:

Tasleem Rayali

KB ID:

1869059

Page Views:

1502

Tags:

backup routing, failover, high availability

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