FAQ: As an agent using Genesys Cloud Voice, is it OK to transfer an inbound call to E911 operators?


No. Genesys discourages Genesys Cloud Voice customers from transferring incoming calls to Emergency Services. The proper way to handle an incoming emergency call is to request that the calling party hang up and directly dial 911. If an agent transfers an inbound call to 911 on behalf of the caller, the Emergency Services operator does not receive the original callers phone number or location. Instead, the operator sees the number and location of the agent who made the transfer. However, if an agent does transfer a call to 911, use the consult transfer option to speak with the Emergency Services operator to convey essential information before transferring the call.