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.

Configuring Voicemail Forwarding

Configure Voicemail Forwarding using the Feature Server GAX plugin.

Log in through 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—with these 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.