Genesys Cloud CX

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  • 1.  Calls being dropped when reaching voicemail

    Posted 01-21-2022 08:52
    Newbie here

    We have an issue where an agent transfers a call to a webrtc phone that is forwarded to their cell phone. When the call reaches their voicemail the call drops and there is no option to leave a message. Is there anything I change to help this? This happens in both a blind and consult transfer.
    #RemoteWorkEnablement

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    Kathy Weston
    Kodak
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  • 2.  RE: Calls being dropped when reaching voicemail

    Posted 01-21-2022 16:14
    Hi Kathy -
    We experienced the same problem, but were never able to pin down a root cause. This happened to 2 users out of about 50 that have call forwarding turned on for their cellphones. We were not able to find a solution - as a workaround, we advised our end users to always check the "Use the voicemail service of this external number" box as a best practice when using call forwarding.

    Hope this helps!

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    Cory King
    IT Lead
    IGS Energy
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