Call forwarding

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

Prerequisites

  • Conversation > Call Forwarding > Edit permission

If your administrator has given you access, you can forward non-queue calls to any valid phone number or Genesys Cloud extension.

Warning: Forwarding a phone call to a private phone number could violate certain regulations, such as HIPAA. Do not forward phone calls to private phone numbers if calls could include sensitive information, such as credit card information.

You can quickly check the client to see if you have call forwarding turned on. Click Arrow  in the upper-right corner of the client. If you have call forwarding turned on, then Forwarding On appears in the client under your login and phone.

You can click Forwarding On to turn off call forwarding or change your forwarding number. (You can also access the Settings section for Call Forwarding through Menu in the upper-left corner of the client.)

Status list

Note: If you have call forwarding turned on and change your status to On Queue, the client automatically disables call forwarding. When you change your status from On Queue to a different status, the client does not automatically revert to call forwarding. Instead, you must manually turn on call forwarding again.

For more information, see Turn on call forwarding, Change your forwarding number, and Turn off call forwarding.

For more information about the integrations, see About Genesys Cloud Embeddable Framework, About Genesys Cloud for Salesforce, About Genesys Cloud for Microsoft Teams, and About Genesys Cloud for Zendesk.