# Genesys Cloud - Agent - Fordward calls

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/2siNnvQO8hIGMD8o-image-1773257571089.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/2siNnvQO8hIGMD8o-image-1773257571089.png)


[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/HtMwXoPzhPNCbHD3-image-1773257596528.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/HtMwXoPzhPNCbHD3-image-1773257596528.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/vp2pP8pWMi5cm1sj-image-1773257614729.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/vp2pP8pWMi5cm1sj-image-1773257614729.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/HK7ShE31WB5TE2oi-image-1773257643482.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/HK7ShE31WB5TE2oi-image-1773257643482.png)

[![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/S1soIpdN63hVGHeb-image-1773257675373.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/S1soIpdN63hVGHeb-image-1773257675373.png)


## Forward Your Calls (Genesys Cloud)

### Summary

The **Forward Your Calls** feature in Genesys Cloud allows users to **redirect incoming calls from their assigned extension or phone to another destination**. The destination can be **another Genesys Cloud user, a queue, or an external phone number** such as a mobile device.

When forwarding to an **external number**, users can choose to **use the voicemail service of that external number**. In this case, if the call is not answered by the external destination, the call will be handled by the **external device’s voicemail system instead of the Genesys Cloud voicemail**.

This feature ensures that calls are still answered or recorded even when the user is **away from their workstation or working remotely**.

---

## Utilization

| Use Case | Description |
|---|---|
| Temporary absence | User forwards calls to another user or phone while unavailable |
| Remote work | Calls forwarded to a mobile phone or external device |
| After-hours coverage | Calls redirected to another phone or team member |
| Travel or offsite work | Users forward calls to an external phone number |
| External voicemail handling | Calls forwarded to a mobile device that manages voicemail |

Forwarding calls helps ensure **continuous call coverage and minimizes missed customer interactions**.

---

## Best Practices

| Practice | Reason |
|---|---|
| Verify the external phone number before enabling forwarding | Prevents calls from being misrouted |
| Inform the receiving person or team when forwarding calls | Ensures someone is ready to handle the calls |
| Use external voicemail when appropriate | Allows callers to leave messages when unavailable |
| Disable forwarding when returning to normal operations | Ensures calls return to the correct user |
| Avoid forwarding sensitive business calls to unsecured devices | Protects customer and company data |
| Test the forwarding configuration | Confirms that calls route correctly |

---

## Example Scenarios

### Scenario 1 – Agent Working Remotely

```text
Agent leaves office
        ↓
Agent enables call forwarding
        ↓
Calls forwarded to mobile phone
        ↓
Agent answers calls from mobile device
````

---

### Scenario 2 – External Voicemail Handling

```text
Customer calls agent extension
        ↓
Call forwarding sends call to external phone
        ↓
External phone does not answer
        ↓
External voicemail service records the message
```

---

### Scenario 3 – Temporary Coverage

```text
Agent attending meeting
        ↓
Agent forwards calls to colleague
        ↓
Colleague answers incoming calls
        ↓
Customers continue receiving support
```

---

## Key Benefits

| Benefit                  | Explanation                                        |
| ------------------------ | -------------------------------------------------- |
| Continuous call coverage | Calls are redirected when the user is unavailable  |
| Remote work flexibility  | Users can receive calls on external devices        |
| Voicemail fallback       | External voicemail can capture missed calls        |
| Reduced missed calls     | Ensures callers reach someone or leave a message   |
| Simple call management   | Users can easily enable or disable call forwarding |

```
```