Skip to main content

Forward your calls in CX Cloud

Call forwarding helps your calls find you when you are away from your workstation. You can specify the sequence and up to four numbers that the CX Cloud integration rings until either you answer or the call goes to voicemail. 

To enable call forwarding from the Genesys Cloud CX Utility, follow these steps:

  1. Open the Genesys Cloud CX Utility window, click the icon and select Call Forwarding from the list.
  2. Enable Forward Calls.
    Note: When you go on queue, the call forwarding is automatically unavailable.
  3. Under Find me at the following numbers, do one of the following:
    • Enter the name of the person to whom you want to forward your calls, and when the name appears, select it.
    • Enter the numbers that you want the integration to forward your calls to. You can enter the phone number or the extension number.
    • Enter the station or phone name, and select it from the list of matching results that appears.
  4. (Optional) To add more numbers, click Add and repeat step 3 until you have entered all the numbers you want the integration to forward your calls to.
  5. (Optional) To enable the integration to leave voicemail at the last number tried, select the Use the voicemail service of this number option.
    Note: If you do not enable this option, then the integration leaves a voicemail in your user inbox.
Notes:
  • You cannot forward calls while you are on queue.
  • To detect a live person, the Genesys Cloud integration uses . If AMD detects no live person, the next specified number is tried. If AMD detects no live person at the last number specified and you have not configured that number to use its voicemail, the call returns to the user inbox voicemail.