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Forwarding to Private/Personal Number not working.

Forwarding to Internal Users/DID is working only. Anyone knows what can be the issue?

Hi Ajay,

This older thread may help as a reference. In that case, the transfer-to-number failure ended up being related to the site being used, and the advice was to check whether the site/trunk could place outbound calls, along with the trunk/carrier settings. Since your forwarding works for internal/DID but not for private numbers, this may be worth checking here as well.

https://community.genesys.com/discussion/transfer-to-number-failing

Also worth confirming the number format being used. External transfers/forwarding typically require numbers in E.164 format (e.g. +614xxxxxxxx for AU mobile numbers), otherwise the dial plan may not route correctly.

Additionally, this Resource Center article mentions that call forwarding will not work while the user is On Queue, and that going On Queue automatically disables forwarding, so that is another thing to check depending on how this is being used:

https://help.genesys.cloud/articles/forward-your-calls/

Hope this helps.

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Phaneendra
Technical Solutions Consultant
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