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  • 1.  How can we get a voicemail to route to a group when it forwards to a cell phone first, then goes back to the user voicemail.

    Posted 06-19-2025 11:30
    No replies, thread closed.

    We are migrating from Avaya and we have several users who the call routes to their phone, then forwards to the cell phone, if they don't answer the cell phone, it routes to a group voicemail. How can we do this in Genesys? I have tested several flows but when it's forwarded to a cell I can't get it back to a group voicemail.

    For example, we have a central security line, this will be forwarded to the cellphone of the security person, but if they don't pick up, it will go back to that user voicemail, but they need it to go to a group so multiple people get notifications and can access the messages.


    #Unsure/Other

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    Hillary Rodriguez
    Manager_IS
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  • 2.  RE: How can we get a voicemail to route to a group when it forwards to a cell phone first, then goes back to the user voicemail.
    Best Answer

    Posted 06-19-2025 12:29
    Edited by Jason Kleitz 06-20-2025 15:12
    No replies, thread closed.

    I'd create an IB call flow that uses Transfer to Number for the cell phone, if the call is not answered, it takes the failure path. On that failure path use Transfer to Voicemail and select the "user" you would like for it to go to.

    The "user" is used as a shared voicemail account. Add your distro for that group of users to the "user" account = all desired users get the voicemail.

    The only thing you need outside Genesys for this to work is a distro with all the users on it to email.

    It would be nice if there was an option to Transfer to Group Voicemail but that does not exist currently. A call can only ring the group and then go to voicemail. At that point all members of the group would get an email.



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    Caleb Smith
    IGS Energy
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  • 3.  RE: How can we get a voicemail to route to a group when it forwards to a cell phone first, then goes back to the user voicemail.

    Posted 06-23-2025 13:39
    No replies, thread closed.

    Is there any way to accomplish this when you have an incoming DID that forwards to a cell phone first? Then would go to the group voicemail?



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    Hillary Rodriguez
    Manager_IS
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    Original Message


  • 4.  RE: How can we get a voicemail to route to a group when it forwards to a cell phone first, then goes back to the user voicemail.

    Posted 06-23-2025 13:58
    No replies, thread closed.

    Yes, but the forwarding to the cell phone has to live inside the call flow. Assign the number that is being called to a call route > associate to flow. In the flow use Transfer to Number again with the user / number you want to receive the call.

    If the call is not answered, use the Transfer to Group Action. In the group, turn on the group voicemail settings and if the call is unanswered there too all members of the group will get an individual voicemail notification email.



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    Caleb Smith
    IGS Energy
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    Original Message


  • 5.  RE: How can we get a voicemail to route to a group when it forwards to a cell phone first, then goes back to the user voicemail.

    Posted 06-23-2025 18:53
    No replies, thread closed.

    Hi Caleb, 

    I was testing this in a flow of mine today and after using Transfer to Number action to transfer it to my cellphone, I acted as the caller and left a voicemail. The only option for me was to end the call, which prevented the failure route in the flow from taking place from transferring the call elsewhere. 



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    Jim Mayer
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    Original Message


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