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

Option 6 is added to the Message Review Menu:

• To play the message press 1
• To forward the message press 6
• To delete the message press 7
• To play the next message press #
• To return to the main menu press *

Voicemail Forwarding Menu TUI Menu which will be played if user choose to forward the message. This menu contains the following items:

• Please enter a mailbox number.
• To cancel forward press *

User enters a mailbox number: nnnn

• The message will be forwarded to mailbox of nnnn
• To confirm press 1
• To cancel forward press *

Supported Deployments: Single site, Multi*Site, Business Continuity, SIP Cluster; HA: Feature Server N+1

Configuring Voicemail Forwarding

Configure Voicemail Forwarding in the Feature Server GAX plug*in.
Log in through Genesys Hub and go to Voicemail Profiles › System Profile › Forwarding
Forwarding is disabled by default. Choose Yes to enable.

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 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 user's voicemail profile—with these exceptions: Feature Server uses the system voicemail profile when:
  • If the user cannot be resolved through an agent login.
  • if the user is associated with a DN that is not associated with any entities.
  • If the mailbox has multiple associations that point to multiple profiles.