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  • 1.  Confusion on Forwarding Call feature

    Posted 09-09-2026 13:23

    Good afternoon friends, wondering if you could help me verify if this is an issue or a misunderstanding of instructions.

    Our contact center reported the Forwarding Call feature is not sending calls to correct voicemail. Agents advised even though they checked the "Use the voicemail service of this number" checkbox, the unanswered call is being routed to their person Voicemail and not the Voicemail of the forwarding party.

    When testing this me self I found after that NOT check the "Use the voicemail service of this number" it goes to the voicemail of the person/number I selected under Forward Calls. But if I DO check the "Use the voicemail service of this number" it routes back to my Voicemail and not the Forwarding party.


    So it works as long as the box is not checked, but when you read the steps in this image, it's saying the exact opposite, you need to check this box if you want voicemail forwarded as well as the call...or is my English as 4th language failing me?


    Thank you


    #GeneralQuestion

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    Sasha
    Analyst
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  • 2.  RE: Confusion on Forwarding Call feature

    Posted 09-10-2026 11:10

    hi @Sasha Mujanovich, 

    I think your interpretation is correct, and the wording in the documentation can definitely be confusing.

    Based on my understanding and the behavior you've observed during testing:

    • If "Use the voicemail service of this number" is NOT selected, the call is forwarded to the destination number and, if unanswered, follows the voicemail configured on that destination (carrier voicemail, PBX voicemail, Genesys user voicemail, etc.).
    • If "Use the voicemail service of this number" IS selected, Genesys keeps control of the voicemail treatment and unanswered calls are routed back to the voicemail associated with the original user who configured the forwarding.

    Looking at the screenshot, the text under Forward Calls states:

    "Unanswered callers will be sent to Genesys Cloud Voicemail unless specified otherwise"

    To me, the checkbox is essentially telling Genesys to use its own voicemail service for that forwarding destination. As a result, the behavior you're seeing, where the call returns to your voicemail, appears consistent with that description, even though the wording can easily lead people to expect the destination's voicemail to be used instead.

    In other words, I don't believe your English is failing you. The phrase "Use the voicemail service of this number" can reasonably be interpreted as "send unanswered calls to the voicemail of the forwarded number", while the actual behavior seems closer to "continue using Genesys Cloud voicemail for forwarded calls".

    Unless someone from Genesys can confirm otherwise, this looks more like a documentation/UI wording issue than a platform defect. It would be interesting to hear if others have tested the same scenario with external numbers versus Genesys Cloud users and observed any different behavior.

    Thanks for sharing the screenshots and test results. They make the discrepancy much easier to understand.



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    Cesar
    INDRA COLOMBIA
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  • 3.  RE: Confusion on Forwarding Call feature

    Posted 09-14-2026 07:31

    Hi Sasha,

    Thanks for your post! I'm going to move this over to the Main Community, as it's a better fit for the topic and will help get it in front of the right experts.



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    Tracy
    Online Community Manager/Moderator
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