Prerequisites

The following permissions:

  • Conversation > Call Forwarding > Edit
  • Conversation > Call > Add
  • Conversation > Conference > Add
  • Voicemail > Voicemail > Receive

Genesys Cloud’s call forwarding helps your calls find you when you are away from your workstation. You can specify the sequence and up to four numbers that Genesys Cloud rings until either you answer or the call goes to voicemail. You can also specify whether to leave voicemail at your phone or at the last external number Genesys Cloud rings.

With the web, desktop, and mobile Genesys Cloud apps, follow-me call forwarding is easy to configure as needed.

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.

Enable call forwarding

To enable call forwarding from the Calls panel, follow these steps:

  1. Select Calls . 
  2. Select Phone Details .
    The Phone Details panel opens.
  3. Enable Forward Calls.
  4. Under Find me at the following numbers, enter the numbers that you want Genesys Cloud to forward your calls to.
    The Calls icon changes to indicate that you are forwarding your calls.The calls icon indicating that calls are being forwarded

    Notes:
    • You must enter phone numbers in E.164 format.
    • You cannot specify an internal Genesys Cloud number for use with the Use the voicemail service of this external number check box.

  5. Optionally, to add additional numbers, click Add and repeat step 4 until you have entered all the numbers you want Genesys Cloud to forward your calls to.
    Note: While you can forward calls to as many as three numbers, be mindful that some callers may hang up before reaching you.
  6. Optionally, to enable Genesys Cloud to leave voicemail at the last number tried, select the Use the voicemail service of this external number check box. This number cannot be an internal Genesys Cloud number. If you do not enable this option, Genesys Cloud leaves voicemail in your Genesys Cloud voicemail inbox.

To enable call forwarding from User Settings, follow these steps:

  1. To select User Settings, click your picture in the sidebar.
  2. Click Forward My Calls. The Forward Calls panel opens.
  3. Enable Forward Calls.
  4. Under Find me at the following numbers, enter the numbers that you want Genesys Cloud to forward your calls to.
    The Calls icon changes to indicate that you are forwarding your calls.The calls icon indicating that calls are being forwarded

    Notes:
    • You must enter phone numbers in E.164 format.
    • You cannot specify an internal Genesys Cloud number for use with the Use the voicemail service of this external number check box.

  5. Optionally, to add more numbers, click Add and repeat step 4 until you have entered all the numbers you want Genesys Cloud to forward your calls to.
    Note: While you can forward calls to as many as three numbers, be mindful that some callers may hang up before reaching you.
  6. Optionally, to enable Genesys Cloud to leave voicemail at the last number tried, select the Use the voicemail service of this external number check box. If you do not enable this option, Genesys Cloud leaves voicemail in your Genesys Cloud voicemail inbox.

Caution: Do not use a hardware phone’s menu system to configure it to wait longer than 12 seconds (two rings) to forward a call. After 12 seconds, Genesys Cloud voicemail may prevent call forwarding.

Notes: 
  • With call forwarding enabled, your Genesys Cloud phone does not ring.
  • The number of rings per number is specific to each target device.
  • If you are an agent, you cannot forward calls while you are On Queue. Going On Queue automatically stops call forwarding. When you go Off Queue, call forwarding remains stopped. For more information about going On Queue, see On Queue and Off Queue.
  • If you forward your calls while part of a group ring, the group ring skips you.
  • To detect a live person, Genesys Cloud uses Answering Machine Detection (AMD). If AMD detects no live person, Genesys cloud tries the next specified number. If AMD detects no live person at the last number specified and you have not configured that number to use its voicemail, the call returns to Genesys Cloud voicemail.