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 |