Voicemail Forwarding

Now you can forward voicemail to a different mailbox, and configure which voicemail profile that Feature Server will use when handling voicemail.

How to Forward Voicemail

Begin at the audio menu, after listening to a voicemail.

Press 6.

Enter a mailbox number.

Press 1.

The voicemail is forwarded.

Configuring Voicemail Forwarding

Use the Feature Server GAX plugin to configure voicemail forwarding.

  Log in to Genesys Hub and go to
    Voicemail Profiles › System Profile › Forwarding.

  Choose Yes to enable. (Forwarding is disabled by default.)

Which Voicemail Profile to Use?

Using Configuration Manager, you can associate a mailbox with a User, a User Group, an Agent Login or a DN—and that association determines which voicemail profile that Feature Server uses to handle your mailbox.

• If the mailbox is associated with a user group, then Feature Server uses the associated user group's voicemail profile.
• If the mailbox is associated with a user (or an agent login or a DN that is associated with a user), then Feature Server uses the associated user's voicemail profile.
  There are exceptions. Feature Server uses the system voicemail profile when:
  • The user cannot be resolved through an agent login.
  • The user is associated with a DN that is not associated with any entities.
  • The mailbox has multiple associations that point to multiple profiles.