Manage Call Forwarding

There are a number of places that you can setup call forwarding and this article will give you an overview of each of the locations. 

International Call Forwarding
By default this setting is disabled. If you wish to forward calls to an international telephone number, you must Contact your account manager or support.


Call Forwarding at the Number Level

Forwarding all inbound calls for a specific telephone number that you own. This will bypass any auto-attendant, call queue or greetings that you have setup.


1. Select "Inventory" from the main menu.

2. Find the telephone number you wish to edit, and select the pencil icon on the right side of your screen.

With Time Frames Enabled

If your telephone number 'treatment' says "Time of Day Routing" You will follow these steps. Otherwise, scroll down to the next section if your number treatment says Call Queue, Auto Attendant or User. 

Setup Call Forwarding At All Times
If you wish to disable timeframes and setup call forwarding at all times. Simply select the Toggle switch under "Enable Time Frames" at the top left side of your window and scroll down to the next section titled 'Without Time Frames" 

3. If you wish to enable Call Forwarding for a specific Time Frame, select the Treatment option for the Time Frame you wish to edit. 

4. Select 'PSTN Number' which stands for "Public Switch Telephone Number' aka external number.

5. Enter the telephone number you wish to forward calls to and select Save. Once saved, your calls will be forwarded to that number during that specific timeframe. We recommend testing to verify that it's working properly and there are no mistakes in the entry.

WIthout TIme Frames

6. Under the title 'Treatment" select PSTN which stands for "Public Switch Telephone Number' aka external number.

7. Enter the telephone number you wish to forward calls to and select Save. Once saved, your calls will be forwarded to that number at all times. We recommend testing to verify that it's working properly and there are no mistakes in the entry.

Call Forwarding at the Auto-Attendant Level

You can forward calls to an external number when your caller selects a specific option. For example, "Press 3 to speak with our Mobile Repair Team" Which then redirects to a mobile telephone number. 

1. Once logged into your manager portal, select Auto Attendants on your main menu.

2. Select the edit icon on the auto-attendant you wish to modify.

3. Once your in the auto attendant details page, select the option you wish to modify. Please note, you may need to edit your greeting if you are programming a new option.

4. If there is something already programmed, simply remove that option before proceeding.

5. Now you'll see a number of options. Select 'External Number' to enable call forwarding.

6. Provide the telephone number and select Save.

7. We recommend testing the call forwarding to ensure it's going to the right telephone number and there are no issues.


Call Forwarding at the Call Queue Level

In-order to include an external number in a call queue, you can read our Call Queue Setup & Manage It will cover how to add an 'agent' that is call forwarded to an external number instead of an internal agent.


Call Forwarding at the Ring Group Level

Learn how to include an external number in our Ring Group Setup & Manage article. It will show you how to include an external number with all the various settings available. 


Call Forwarding at the User Level

Would you like to enable call forwarding for a specific user? Follow this link to Enable Call Forwarding. As a Manager, you can select "User" and select the user you wish to modify.