Turn on 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.

You can turn on call forwarding in the client.

Note: If you have call forwarding turned on and change your status to On Queue, then the client automatically turns off 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.
  1. Click Menu  > More .
  2. Click Settings.
  3. Click Call Forwarding.

    Note: Call Forwarding only appears under Settings if your administrator has given you access.

  4. In the Call Forwarding section, add a forwarding number or an 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.

    1. Click the Flag icon.

      Select the country associated with the phone number that you want to add to the Forwarding Number box. When you turn on call forwarding, the client adds the appropriate country code to the phone number in the Forwarding Number box.

      Flag selection for call forwarding

    2. Add a phone number (without a country code) to the Forwarding Number box.

      You can add a forwarding number with or without formatting, for example 2015550123 or (201) 555-0123. When you turn on call forwarding, the client changes the number that you added to the (xxx) xxx-xxxx format.

      If you add too many numbers for the country that you selected, then you receive the error message “Invalid phone number”.

      Error message about call forwarding to a phone number

    1. Add your extension that your administrator set up for you in Genesys Cloud.

      If the client encounters issues enabling call forwarding (for example, you add an extension that does not appear in Genesys Cloud or the service times out), then you receive the error message “Failed to enable call forwarding.”.

      Error message about call forwarding to an extension

  5. To turn on call forwarding, click Off.

    The client immediately starts forwarding call interactions to the forwarding number or extension that you added. Successful call forwarding setup to a number

For more information, see Call forwarding, Change your forwarding number, Turn off call forwarding, Troubleshoot call forwarding, and Settings in the client menu.

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.