Genesys Cloud - Main

In Avaya we use Bridged Appearances which I know we cannot do in Genesys. How can I have these configured in Genesys.

We have our Exec assistants for CEO, etc who need to see multiple other phones and answer for multiple people.

#Telephony

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Hillary Rodriguez
Manager_IS
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Hello Hillary, 

As you know we dont have anything like this currently. But I did do some digging and found that you can configure something like this by following these steps:

You should know it is possible to use a work around to emulate some of the functions of a monitored / shared-line / multi-line appearance in Genesys Cloud in about 7 to 12 steps

1. create call coverage destination - a button on a phone. one for each executive on each admin

2. create virtual user for each call coverage destination - a user to assign to each executive's button, on each admin's phone

3. release each executives DID from exec's user account to use later. replace with shadow DID for 911 coverage or faxing in the executives Genesys account.

4. create overflow group with virtual users associated with call coverage destinations (buttons), one per executive

5. create distribution e-mail account with executive's email address in it (assuming vm delivery enabled), one per executive

6. create virtual executive user account using distro email in step 5, one per admin

7. create group using executives published DID number. groups only member is virtual user to email distribution list. use overflow group to admin assistants' telephone buttons so admins can answer calls. include executive in group if they need to be able to answer calls on first ring attempt. use timer to set ring time before flowing call back to first group where a voicemail can be left and sent to virtual user for distribution group which sends vm to executive.

8. can add call flow as front end to above for more advance call actions, such as allow call redirection for executives published DID or multi-step call handling or intercept.

These came from this idea, which I would recommend also voting for to help our PM team see the need as well for Shared Line Appearances. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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It seems like that idea is next to dead unfortunately.

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Seean Weaver
MAPFRE USA - Telecom Analyst
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Original Message:
Sent: 07-02-2025 08:47
From: Cameron Tomlin
Subject: Migrating from Avaya, how do Exec Assistants answer calls for their managers

Hello Hillary, 

As you know we dont have anything like this currently. But I did do some digging and found that you can configure something like this by following these steps:

You should know it is possible to use a work around to emulate some of the functions of a monitored / shared-line / multi-line appearance in Genesys Cloud in about 7 to 12 steps

1. create call coverage destination - a button on a phone. one for each executive on each admin

2. create virtual user for each call coverage destination - a user to assign to each executive's button, on each admin's phone

3. release each executives DID from exec's user account to use later. replace with shadow DID for 911 coverage or faxing in the executives Genesys account.

4. create overflow group with virtual users associated with call coverage destinations (buttons), one per executive

5. create distribution e-mail account with executive's email address in it (assuming vm delivery enabled), one per executive

6. create virtual executive user account using distro email in step 5, one per admin

7. create group using executives published DID number. groups only member is virtual user to email distribution list. use overflow group to admin assistants' telephone buttons so admins can answer calls. include executive in group if they need to be able to answer calls on first ring attempt. use timer to set ring time before flowing call back to first group where a voicemail can be left and sent to virtual user for distribution group which sends vm to executive.

8. can add call flow as front end to above for more advance call actions, such as allow call redirection for executives published DID or multi-step call handling or intercept.

These came from this idea, which I would recommend also voting for to help our PM team see the need as well for Shared Line Appearances. 

Hope this helps!

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Cameron
Online Community Manager/Moderator
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We had to get creative with desk phones. Give the Executives a chance to answer the phone if they wish, if not, after so many rings it would go to their assistant. They can also set their phone to always forward if they are going to be out of the office, or forward to cell phones, etc.

This was the quickest and easiest way to implement a solution for our executives. We did have to say sorry many times to the Admin Assistants as we knew features they had and used daily for 20 years with Avaya were going to go away. 

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Seean Weaver
MAPFRE USA - Telecom Analyst
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