In the event of Genesys Cloud being unavailable, use this guide to forward call center phone numbers to Amazon Connect. Our Bandwidth account is setup with SSO, and only employees that have been given access will be able to login.
Login to Bandwidth
- Launch the "Bandwidth" app from Okta.
- This will open Bandwidth's Okta dashboard.
- Launch the "Bandwidth Dashboard" app.
Locate the Phone Number to "Failover"
- Open the Bandwidth Number Inventory sheet.
- Locate and copy the phone number that needs to be forwarded.
Forward the Phone Number in Bandwidth
- From the Bandwidth Dashboard, paste the phone number in the "Search Telephone Numbers" box.
- Click Search.
- Select the phone number from the search results.
- Copy and paste the corresponding Amazon Connect phone number into the "Call Forwarding Number:" box from the Bandwidth Number Inventory sheet (referenced above).
- Click Submit.
- Calls will immediately begin forwarding to the new number/location.
Revert Back to Genesys Cloud After the Outage
- Using the exact same procedure outlined above, simply update the phone number by leaving the "Call Forwarding Number:" box empty.
- Click Submit.
- This change is immediate, and calls will be redirected back to Genesys Cloud.