Change your forwarding number

AI-generated summary

Genesys Cloud allows users to change their forwarding number or extension through the menu or arrow icon in the client interface. Users can turn call forwarding on to forward calls to a specified number or extension, or turn it off to stop forwarding. This feature is available in Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Firefox, Microsoft Teams, Salesforce, and Zendesk. Key details include accessing the Call Forwarding settings, adding a forwarding number/extension, and turning forwarding on or off.

Note: This article applies to Genesys Cloud Embeddable Framework, Genesys Cloud for Chrome, Genesys Cloud for Firefox, Genesys Cloud for Microsoft Teams, Genesys Cloud for Salesforce, and Genesys Cloud for Zendesk.

You can change your forwarding number or extension through the menu or the arrow at the top of the client.

Warning: Forwarding a phone call to a private phone number could violate certain regulations, such as HIPAA. Do not forward phone calls to private phone numbers if calls could include sensitive information, such as credit card information.

Menu
Arrow

Click Menu > More .
Click Settings.
If the Settings section for Call Forwarding is not visible, click Call Forwarding.
Note: Call Forwarding only appears under Settings if your administrator has given you access.
In the Call Forwarding section, click On.
The Forwarding Number and Extension selections appear.
Add a different forwarding number or extension.
To turn on call forwarding, click Off.