• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

Any solutions to this? We are having the same issues, when reps try to transfer a call, it goes to their cellphone on their profile versus the WebRTC.

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

Hi Tommy, Vaughn and Francis,

An external number can be set up such as a cell phone to forward calls to as outlined below:

Option 1

1. Go to Phone Selection
2. Select Primary Phone
3. Toggle Forward Calls
4. Enter Cell Phone

Option 2

Would be to have the administrator ADD the Cell number to Genesys Cloud as the primary phone for the use to select

1. Go to Phone Selection
2. Select Cell number as primary phone.

This is the basic set up.   It can get complicate for persistent connection but those are the two methods when a cell phone is desired.    Option 1 being a forward and Option 2 being a primary phone.   Depending on how things are being utilized (like on/off queue) it may or may not have the behavior you are working to attain.   

Hope that helps.

Any solutions to this? We are having the same issues, when reps try to transfer a call, it goes to their cellphone on their profile versus the WebRTC.

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

We don't want the calls to transfer to their cell phones. 

When reps would transfer calls, it would be through the Genesys app, so the rep receiving the call would get it through their Genesys app. But a month or so ago, we added employees' cell phone numbers in their profile. Since then, when a rep transfers a call, it goes to the next rep's cell phone and not the Genesys app like before.

We were requested by upper management to add cell phone numbers in the profile, so just taking the number out the profile is not an option so far.

Hi Tommy, Vaughn and Francis,

An external number can be set up such as a cell phone to forward calls to as outlined below:

Option 1

1. Go to Phone Selection
2. Select Primary Phone
3. Toggle Forward Calls
4. Enter Cell Phone

Option 2

Would be to have the administrator ADD the Cell number to Genesys Cloud as the primary phone for the use to select

1. Go to Phone Selection
2. Select Cell number as primary phone.

This is the basic set up.   It can get complicate for persistent connection but those are the two methods when a cell phone is desired.    Option 1 being a forward and Option 2 being a primary phone.   Depending on how things are being utilized (like on/off queue) it may or may not have the behavior you are working to attain.   

Hope that helps.

Any solutions to this? We are having the same issues, when reps try to transfer a call, it goes to their cellphone on their profile versus the WebRTC.

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

Hi Tommy,

It sounds to me like you did Option 2 above and added their cell phones as selectable and those have been set as their primary phones.   

If management were looking to be able to reference the individuals cell phone, they could have been added to the Contact Profile for reference but not direct use.   

I would check to see if the calls are being sent to the individuals cell phone, look to see what that users primary phone is set to.  I'd bet it is set to their cell phone.    They should change their primary phone to be the WebRTC and calls would be routed to that endpoint instead of the cell.

Let me know if that resolves the issue.

We don't want the calls to transfer to their cell phones. 

When reps would transfer calls, it would be through the Genesys app, so the rep receiving the call would get it through their Genesys app. But a month or so ago, we added employees' cell phone numbers in their profile. Since then, when a rep transfers a call, it goes to the next rep's cell phone and not the Genesys app like before.

We were requested by upper management to add cell phone numbers in the profile, so just taking the number out the profile is not an option so far.

Hi Tommy, Vaughn and Francis,

An external number can be set up such as a cell phone to forward calls to as outlined below:

Option 1

1. Go to Phone Selection
2. Select Primary Phone
3. Toggle Forward Calls
4. Enter Cell Phone

Option 2

Would be to have the administrator ADD the Cell number to Genesys Cloud as the primary phone for the use to select

1. Go to Phone Selection
2. Select Cell number as primary phone.

This is the basic set up.   It can get complicate for persistent connection but those are the two methods when a cell phone is desired.    Option 1 being a forward and Option 2 being a primary phone.   Depending on how things are being utilized (like on/off queue) it may or may not have the behavior you are working to attain.   

Hope that helps.

Any solutions to this? We are having the same issues, when reps try to transfer a call, it goes to their cellphone on their profile versus the WebRTC.

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

The primary voice is set to cell phone because that is the only number in that section for them, but in the screenshot above, how do we set it to the WebRTC to be the primary voice?

Hi Tommy,

It sounds to me like you did Option 2 above and added their cell phones as selectable and those have been set as their primary phones.   

If management were looking to be able to reference the individuals cell phone, they could have been added to the Contact Profile for reference but not direct use.   

I would check to see if the calls are being sent to the individuals cell phone, look to see what that users primary phone is set to.  I'd bet it is set to their cell phone.    They should change their primary phone to be the WebRTC and calls would be routed to that endpoint instead of the cell.

Let me know if that resolves the issue.

We don't want the calls to transfer to their cell phones. 

When reps would transfer calls, it would be through the Genesys app, so the rep receiving the call would get it through their Genesys app. But a month or so ago, we added employees' cell phone numbers in their profile. Since then, when a rep transfers a call, it goes to the next rep's cell phone and not the Genesys app like before.

We were requested by upper management to add cell phone numbers in the profile, so just taking the number out the profile is not an option so far.

Hi Tommy, Vaughn and Francis,

An external number can be set up such as a cell phone to forward calls to as outlined below:

Option 1

1. Go to Phone Selection
2. Select Primary Phone
3. Toggle Forward Calls
4. Enter Cell Phone

Option 2

Would be to have the administrator ADD the Cell number to Genesys Cloud as the primary phone for the use to select

1. Go to Phone Selection
2. Select Cell number as primary phone.

This is the basic set up.   It can get complicate for persistent connection but those are the two methods when a cell phone is desired.    Option 1 being a forward and Option 2 being a primary phone.   Depending on how things are being utilized (like on/off queue) it may or may not have the behavior you are working to attain.   

Hope that helps.

Any solutions to this? We are having the same issues, when reps try to transfer a call, it goes to their cellphone on their profile versus the WebRTC.

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

Hi Tommy,

A default phone can be set up either by and administrator or user (for themself).

I would recommend that for each person that a cell phone was added, go in and set their default phone to WebRTC.  This would confirm it was done.

https://help.mypurecloud.com/articles/assign-default-phone/

Or instruct each user impacted to go into Genesys Cloud and select their primary phone (WebRTC) and it will stay there until they change it.

https://help.mypurecloud.com/articles/select-phone/

Each person can use the dropdown to search for and select a phone.   (Any available phone or only their named WebRTC phone.)

Setting a default phone administratively would be the recommended course of action for certainty for both short and long term and eliminate the cell call issues.

The primary voice is set to cell phone because that is the only number in that section for them, but in the screenshot above, how do we set it to the WebRTC to be the primary voice?

Hi Tommy,

It sounds to me like you did Option 2 above and added their cell phones as selectable and those have been set as their primary phones.   

If management were looking to be able to reference the individuals cell phone, they could have been added to the Contact Profile for reference but not direct use.   

I would check to see if the calls are being sent to the individuals cell phone, look to see what that users primary phone is set to.  I'd bet it is set to their cell phone.    They should change their primary phone to be the WebRTC and calls would be routed to that endpoint instead of the cell.

Let me know if that resolves the issue.

We don't want the calls to transfer to their cell phones. 

When reps would transfer calls, it would be through the Genesys app, so the rep receiving the call would get it through their Genesys app. But a month or so ago, we added employees' cell phone numbers in their profile. Since then, when a rep transfers a call, it goes to the next rep's cell phone and not the Genesys app like before.

We were requested by upper management to add cell phone numbers in the profile, so just taking the number out the profile is not an option so far.

Hi Tommy, Vaughn and Francis,

An external number can be set up such as a cell phone to forward calls to as outlined below:

Option 1

1. Go to Phone Selection
2. Select Primary Phone
3. Toggle Forward Calls
4. Enter Cell Phone

Option 2

Would be to have the administrator ADD the Cell number to Genesys Cloud as the primary phone for the use to select

1. Go to Phone Selection
2. Select Cell number as primary phone.

This is the basic set up.   It can get complicate for persistent connection but those are the two methods when a cell phone is desired.    Option 1 being a forward and Option 2 being a primary phone.   Depending on how things are being utilized (like on/off queue) it may or may not have the behavior you are working to attain.   

Hope that helps.

Any solutions to this? We are having the same issues, when reps try to transfer a call, it goes to their cellphone on their profile versus the WebRTC.

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

Hi Jim,

We have the same problem, we have set the WebRTC as default phone for agents, but when they specify cell phone number in their profile it result in blind transfers to them will end up on their mobile phone instead of WebRTC.

Hi Tommy,

A default phone can be set up either by and administrator or user (for themself).

I would recommend that for each person that a cell phone was added, go in and set their default phone to WebRTC.  This would confirm it was done.

https://help.mypurecloud.com/articles/assign-default-phone/

Or instruct each user impacted to go into Genesys Cloud and select their primary phone (WebRTC) and it will stay there until they change it.

https://help.mypurecloud.com/articles/select-phone/

Each person can use the dropdown to search for and select a phone.   (Any available phone or only their named WebRTC phone.)

Setting a default phone administratively would be the recommended course of action for certainty for both short and long term and eliminate the cell call issues.

The primary voice is set to cell phone because that is the only number in that section for them, but in the screenshot above, how do we set it to the WebRTC to be the primary voice?

Hi Tommy,

It sounds to me like you did Option 2 above and added their cell phones as selectable and those have been set as their primary phones.   

If management were looking to be able to reference the individuals cell phone, they could have been added to the Contact Profile for reference but not direct use.   

I would check to see if the calls are being sent to the individuals cell phone, look to see what that users primary phone is set to.  I'd bet it is set to their cell phone.    They should change their primary phone to be the WebRTC and calls would be routed to that endpoint instead of the cell.

Let me know if that resolves the issue.

We don't want the calls to transfer to their cell phones. 

When reps would transfer calls, it would be through the Genesys app, so the rep receiving the call would get it through their Genesys app. But a month or so ago, we added employees' cell phone numbers in their profile. Since then, when a rep transfers a call, it goes to the next rep's cell phone and not the Genesys app like before.

We were requested by upper management to add cell phone numbers in the profile, so just taking the number out the profile is not an option so far.

Hi Tommy, Vaughn and Francis,

An external number can be set up such as a cell phone to forward calls to as outlined below:

Option 1

1. Go to Phone Selection
2. Select Primary Phone
3. Toggle Forward Calls
4. Enter Cell Phone

Option 2

Would be to have the administrator ADD the Cell number to Genesys Cloud as the primary phone for the use to select

1. Go to Phone Selection
2. Select Cell number as primary phone.

This is the basic set up.   It can get complicate for persistent connection but those are the two methods when a cell phone is desired.    Option 1 being a forward and Option 2 being a primary phone.   Depending on how things are being utilized (like on/off queue) it may or may not have the behavior you are working to attain.   

Hope that helps.

Any solutions to this? We are having the same issues, when reps try to transfer a call, it goes to their cellphone on their profile versus the WebRTC.

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

Hi Hampus,

When phones are set up in Genesys Cloud (in this case a WebRTC and user mobile number), the default is to set a basic starting phone.   In this case, the user, changed their endpoint phone to their mobile #.  If a call gets transferred to them, their mobile phone will ring and if not answered will go to the mobile number voicemail (if set up and not cancelled) by the user.    That is expected behavior.  

Blind transfer or external transfer sends the call out.

Hope that clarifies.

Hi Jim,

We have the same problem, we have set the WebRTC as default phone for agents, but when they specify cell phone number in their profile it result in blind transfers to them will end up on their mobile phone instead of WebRTC.

Hi Tommy,

A default phone can be set up either by and administrator or user (for themself).

I would recommend that for each person that a cell phone was added, go in and set their default phone to WebRTC.  This would confirm it was done.

https://help.mypurecloud.com/articles/assign-default-phone/

Or instruct each user impacted to go into Genesys Cloud and select their primary phone (WebRTC) and it will stay there until they change it.

https://help.mypurecloud.com/articles/select-phone/

Each person can use the dropdown to search for and select a phone.   (Any available phone or only their named WebRTC phone.)

Setting a default phone administratively would be the recommended course of action for certainty for both short and long term and eliminate the cell call issues.

The primary voice is set to cell phone because that is the only number in that section for them, but in the screenshot above, how do we set it to the WebRTC to be the primary voice?

Hi Tommy,

It sounds to me like you did Option 2 above and added their cell phones as selectable and those have been set as their primary phones.   

If management were looking to be able to reference the individuals cell phone, they could have been added to the Contact Profile for reference but not direct use.   

I would check to see if the calls are being sent to the individuals cell phone, look to see what that users primary phone is set to.  I'd bet it is set to their cell phone.    They should change their primary phone to be the WebRTC and calls would be routed to that endpoint instead of the cell.

Let me know if that resolves the issue.

We don't want the calls to transfer to their cell phones. 

When reps would transfer calls, it would be through the Genesys app, so the rep receiving the call would get it through their Genesys app. But a month or so ago, we added employees' cell phone numbers in their profile. Since then, when a rep transfers a call, it goes to the next rep's cell phone and not the Genesys app like before.

We were requested by upper management to add cell phone numbers in the profile, so just taking the number out the profile is not an option so far.

Hi Tommy, Vaughn and Francis,

An external number can be set up such as a cell phone to forward calls to as outlined below:

Option 1

1. Go to Phone Selection
2. Select Primary Phone
3. Toggle Forward Calls
4. Enter Cell Phone

Option 2

Would be to have the administrator ADD the Cell number to Genesys Cloud as the primary phone for the use to select

1. Go to Phone Selection
2. Select Cell number as primary phone.

This is the basic set up.   It can get complicate for persistent connection but those are the two methods when a cell phone is desired.    Option 1 being a forward and Option 2 being a primary phone.   Depending on how things are being utilized (like on/off queue) it may or may not have the behavior you are working to attain.   

Hope that helps.

Any solutions to this? We are having the same issues, when reps try to transfer a call, it goes to their cellphone on their profile versus the WebRTC.

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

Hi Hampus,

When phones are set up in Genesys Cloud (in this case a WebRTC and user mobile number), the default is to set a basic starting phone.   In this case, the user, changed their endpoint phone to their mobile #.  If a call gets transferred to them, their mobile phone will ring and if not answered will go to the mobile number voicemail (if set up and not cancelled) by the user.    That is expected behavior.  

Blind transfer or external transfer sends the call out.

Hope that clarifies.

Hi Jim,

We have the same problem, we have set the WebRTC as default phone for agents, but when they specify cell phone number in their profile it result in blind transfers to them will end up on their mobile phone instead of WebRTC.

Hi Tommy,

A default phone can be set up either by and administrator or user (for themself).

I would recommend that for each person that a cell phone was added, go in and set their default phone to WebRTC.  This would confirm it was done.

https://help.mypurecloud.com/articles/assign-default-phone/

Or instruct each user impacted to go into Genesys Cloud and select their primary phone (WebRTC) and it will stay there until they change it.

https://help.mypurecloud.com/articles/select-phone/

Each person can use the dropdown to search for and select a phone.   (Any available phone or only their named WebRTC phone.)

Setting a default phone administratively would be the recommended course of action for certainty for both short and long term and eliminate the cell call issues.

The primary voice is set to cell phone because that is the only number in that section for them, but in the screenshot above, how do we set it to the WebRTC to be the primary voice?

Hi Tommy,

It sounds to me like you did Option 2 above and added their cell phones as selectable and those have been set as their primary phones.   

If management were looking to be able to reference the individuals cell phone, they could have been added to the Contact Profile for reference but not direct use.   

I would check to see if the calls are being sent to the individuals cell phone, look to see what that users primary phone is set to.  I'd bet it is set to their cell phone.    They should change their primary phone to be the WebRTC and calls would be routed to that endpoint instead of the cell.

Let me know if that resolves the issue.

We don't want the calls to transfer to their cell phones. 

When reps would transfer calls, it would be through the Genesys app, so the rep receiving the call would get it through their Genesys app. But a month or so ago, we added employees' cell phone numbers in their profile. Since then, when a rep transfers a call, it goes to the next rep's cell phone and not the Genesys app like before.

We were requested by upper management to add cell phone numbers in the profile, so just taking the number out the profile is not an option so far.

Hi Tommy, Vaughn and Francis,

An external number can be set up such as a cell phone to forward calls to as outlined below:

Option 1

1. Go to Phone Selection
2. Select Primary Phone
3. Toggle Forward Calls
4. Enter Cell Phone

Option 2

Would be to have the administrator ADD the Cell number to Genesys Cloud as the primary phone for the use to select

1. Go to Phone Selection
2. Select Cell number as primary phone.

This is the basic set up.   It can get complicate for persistent connection but those are the two methods when a cell phone is desired.    Option 1 being a forward and Option 2 being a primary phone.   Depending on how things are being utilized (like on/off queue) it may or may not have the behavior you are working to attain.   

Hope that helps.

Any solutions to this? We are having the same issues, when reps try to transfer a call, it goes to their cellphone on their profile versus the WebRTC.

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

Jim, I agree with Hampus and Tommy. We have several users that have added their cell number in the cell phone field of their profile and that seems to trump the WebRTC phone number in the Work Phone field and route the call out to the cell phone even when the user is logged in and available via the WebRTC phone. We finally just told people they were not allowed to enter their cell phones in the system. The Genesys assigned number in the Work Phone field should be the first priority phone for delivery, not the cell phone. If this is working as designed, then the design is not best practice and should be reconsidered.

Hi Hampus,

When phones are set up in Genesys Cloud (in this case a WebRTC and user mobile number), the default is to set a basic starting phone.   In this case, the user, changed their endpoint phone to their mobile #.  If a call gets transferred to them, their mobile phone will ring and if not answered will go to the mobile number voicemail (if set up and not cancelled) by the user.    That is expected behavior.  

Blind transfer or external transfer sends the call out.

Hope that clarifies.

Hi Jim,

We have the same problem, we have set the WebRTC as default phone for agents, but when they specify cell phone number in their profile it result in blind transfers to them will end up on their mobile phone instead of WebRTC.

Hi Tommy,

A default phone can be set up either by and administrator or user (for themself).

I would recommend that for each person that a cell phone was added, go in and set their default phone to WebRTC.  This would confirm it was done.

https://help.mypurecloud.com/articles/assign-default-phone/

Or instruct each user impacted to go into Genesys Cloud and select their primary phone (WebRTC) and it will stay there until they change it.

https://help.mypurecloud.com/articles/select-phone/

Each person can use the dropdown to search for and select a phone.   (Any available phone or only their named WebRTC phone.)

Setting a default phone administratively would be the recommended course of action for certainty for both short and long term and eliminate the cell call issues.

The primary voice is set to cell phone because that is the only number in that section for them, but in the screenshot above, how do we set it to the WebRTC to be the primary voice?

Hi Tommy,

It sounds to me like you did Option 2 above and added their cell phones as selectable and those have been set as their primary phones.   

If management were looking to be able to reference the individuals cell phone, they could have been added to the Contact Profile for reference but not direct use.   

I would check to see if the calls are being sent to the individuals cell phone, look to see what that users primary phone is set to.  I'd bet it is set to their cell phone.    They should change their primary phone to be the WebRTC and calls would be routed to that endpoint instead of the cell.

Let me know if that resolves the issue.

We don't want the calls to transfer to their cell phones. 

When reps would transfer calls, it would be through the Genesys app, so the rep receiving the call would get it through their Genesys app. But a month or so ago, we added employees' cell phone numbers in their profile. Since then, when a rep transfers a call, it goes to the next rep's cell phone and not the Genesys app like before.

We were requested by upper management to add cell phone numbers in the profile, so just taking the number out the profile is not an option so far.

Hi Tommy, Vaughn and Francis,

An external number can be set up such as a cell phone to forward calls to as outlined below:

Option 1

1. Go to Phone Selection
2. Select Primary Phone
3. Toggle Forward Calls
4. Enter Cell Phone

Option 2

Would be to have the administrator ADD the Cell number to Genesys Cloud as the primary phone for the use to select

1. Go to Phone Selection
2. Select Cell number as primary phone.

This is the basic set up.   It can get complicate for persistent connection but those are the two methods when a cell phone is desired.    Option 1 being a forward and Option 2 being a primary phone.   Depending on how things are being utilized (like on/off queue) it may or may not have the behavior you are working to attain.   

Hope that helps.

Any solutions to this? We are having the same issues, when reps try to transfer a call, it goes to their cellphone on their profile versus the WebRTC.

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.      

In cases where customers want to use Mobile in their GC users contacts, and to avoid any confusion, we have had to assign extensions and make those Primary. This means that user can add Work and Mobile. Its not ideal as it brings extra management.

You may also note, if a user has a Mobile in the directory, and another user dials that Mobile, then the call will go to the logged-on Users station if they are Logged on , not their Mobile. Reverse Number lookup will Match the user and call their logged in Station. This can also confuse Users

Jim, I agree with Hampus and Tommy. We have several users that have added their cell number in the cell phone field of their profile and that seems to trump the WebRTC phone number in the Work Phone field and route the call out to the cell phone even when the user is logged in and available via the WebRTC phone. We finally just told people they were not allowed to enter their cell phones in the system. The Genesys assigned number in the Work Phone field should be the first priority phone for delivery, not the cell phone. If this is working as designed, then the design is not best practice and should be reconsidered.

Hi Hampus,

When phones are set up in Genesys Cloud (in this case a WebRTC and user mobile number), the default is to set a basic starting phone.   In this case, the user, changed their endpoint phone to their mobile #.  If a call gets transferred to them, their mobile phone will ring and if not answered will go to the mobile number voicemail (if set up and not cancelled) by the user.    That is expected behavior.  

Blind transfer or external transfer sends the call out.

Hope that clarifies.

Hi Jim,

We have the same problem, we have set the WebRTC as default phone for agents, but when they specify cell phone number in their profile it result in blind transfers to them will end up on their mobile phone instead of WebRTC.

Hi Tommy,

A default phone can be set up either by and administrator or user (for themself).

I would recommend that for each person that a cell phone was added, go in and set their default phone to WebRTC.  This would confirm it was done.

https://help.mypurecloud.com/articles/assign-default-phone/

Or instruct each user impacted to go into Genesys Cloud and select their primary phone (WebRTC) and it will stay there until they change it.

https://help.mypurecloud.com/articles/select-phone/

Each person can use the dropdown to search for and select a phone.   (Any available phone or only their named WebRTC phone.)

Setting a default phone administratively would be the recommended course of action for certainty for both short and long term and eliminate the cell call issues.

The primary voice is set to cell phone because that is the only number in that section for them, but in the screenshot above, how do we set it to the WebRTC to be the primary voice?

Hi Tommy,

It sounds to me like you did Option 2 above and added their cell phones as selectable and those have been set as their primary phones.   

If management were looking to be able to reference the individuals cell phone, they could have been added to the Contact Profile for reference but not direct use.   

I would check to see if the calls are being sent to the individuals cell phone, look to see what that users primary phone is set to.  I'd bet it is set to their cell phone.    They should change their primary phone to be the WebRTC and calls would be routed to that endpoint instead of the cell.

Let me know if that resolves the issue.

We don't want the calls to transfer to their cell phones. 

When reps would transfer calls, it would be through the Genesys app, so the rep receiving the call would get it through their Genesys app. But a month or so ago, we added employees' cell phone numbers in their profile. Since then, when a rep transfers a call, it goes to the next rep's cell phone and not the Genesys app like before.

We were requested by upper management to add cell phone numbers in the profile, so just taking the number out the profile is not an option so far.

Hi Tommy, Vaughn and Francis,

An external number can be set up such as a cell phone to forward calls to as outlined below:

Option 1

1. Go to Phone Selection
2. Select Primary Phone
3. Toggle Forward Calls
4. Enter Cell Phone

Option 2

Would be to have the administrator ADD the Cell number to Genesys Cloud as the primary phone for the use to select

1. Go to Phone Selection
2. Select Cell number as primary phone.

This is the basic set up.   It can get complicate for persistent connection but those are the two methods when a cell phone is desired.    Option 1 being a forward and Option 2 being a primary phone.   Depending on how things are being utilized (like on/off queue) it may or may not have the behavior you are working to attain.   

Hope that helps.

Any solutions to this? We are having the same issues, when reps try to transfer a call, it goes to their cellphone on their profile versus the WebRTC.

• Each user can have a WebRTC phone.   It is theirs and theirs alone.  No one else may obtain/reserve it.
• There is functionality as Paul pointed out to set a DEFAULT phone for all users so they do not have to select every time. This will save time on #1 you have listed above.
• WebRTC is a method of making calls and also provides a user ENDPOINT to have their calls delivered.
• When a user wants to be 'remote' or have the calls sent to their mobile phones, they can select their new ENDPOINT as their mobile and Genesys Cloud will deliver calls to the mobile device. (Calls get delivered to a single user endpoint at a time; selected by the user)
• Genesys Cloud handled internal calls just like any other calls when it looks for the deliver ENDPOINT.   Genesys Cloud does not differentiate the delivery of calls by type (internal vs. external) when sending to an endpoint.    The only way Genesys Cloud will change the delivery endpoint is if a user changes it and it takes less than ~15 seconds to do so.