Can I forward my calls?

Yes, Genesys Cloud offers two ways to forward your calls.

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

  1. Select Calls
  2. Select Phone Details.The Phone Details iconThe 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. Select 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 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. If you do not enable this option, Genesys Cloud leaves voicemail in your Genesys Cloud voicemail inbox.

For more information, see Forward your calls.