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Configure Genesys Cloud CX Embeddable Component for call forwarding

To allow agents to forward their calls in the CX Cloud from Genesys and Salesforce integration, administrators can add the Genesys Cloud CX Embeddable Component, which provides the Call-Forwarding gadget for the contact center Lightning app. 

Agents can specify the sequence and up to four numbers that the app rings until either you answer or the call goes to voicemail. You can also specify whether to leave voicemail at your phone or at the last external number Genesys Cloud rings.

Configure and add the component

The Call Forwarding is available as a default option in the Genesys Cloud CX Utility. You can also add as a stand alone component using the Genesys Cloud CX Embeddable Component to your contact center Lightning app. 

When you are adding as a component, configure the following properties:

  • Utility item properties
    • Label – Enter a label name for the utility item to display.
    • Panel Width – The recommended component width is 480 px or greater for optimal viewing.
    • Panel Height – Enter the preferred height.
    • Start automatically – This option is required when adding the component as a utility bar item. 
  • Component properties
    • Scope – Select Default as the scope.
    • Size – Select Fluid as the size for the Call-Forwarding gadget.
    • Choose region – Select Service Cloud Voice region as the component for Service Cloud Voice.
    • Selected Gadget – Select Call-Forwarding as the gadget.

How it works

By default, the call forwarding option is available in the Genesys Cloud CX Utility. 

This image is a screenshot of the call forwarding option in the Genesys Cloud Utility.

The administrators can also add call forwarding as a stand-alone utility option. 

Agents use call forwarding to redirect calls when they are away from their workstation. They can specify a sequence of up to four numbers for Omni-Channel to ring until the call is answered or goes to voicemail. Agents can also choose whether voicemail is left on their phone or on the last external number that Omni-Channel rang.

This image is a screenshot of the call forwarding option in the CX Cloud.

For more information, see .