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Genesys Cloud - CCaaS - Fordward calls

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

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

Scenario 2 – External Voicemail Handling

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

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
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