Call forwarding sends your incoming calls somewhere else, so you never miss an important call. You can forward every call, or only forward when you are busy or do not pick up. You control this yourself from the portal.
Where to set it up
- Go to Settings in the left menu.
- Open the Call Forwarding tab.
- Turn on Enable Call Forwarding at the top. This master switch activates all of the rules you create below it.
Tip: If the master switch is off, none of your forwarding rules run, no matter how they are set. Turn it on first.
Create a forwarding rule
- Click Add Rule.
- Click the new rule to expand it.
- Choose a Condition that decides when the rule runs:
| Condition | When calls forward |
|---|---|
| Always Forward | Every call forwards right away. Your phone does not ring. |
| When Busy | Only when you are already on another call. |
| When No Answer | After your phone rings for a set number of seconds. |
| When Unavailable | When your phone or app is offline (signed out, no internet, powered off). |
| Outside Business Hours | When a call arrives outside your linked business hours schedule. |
- Under Forward To, enter where the call should go. This can be a mobile or home number, or a teammate's extension.
- For a When No Answer rule, set Ring Duration Before Forwarding (seconds) so you have time to pick up first.
- Click Save.
Ring more than one number
Each rule has a Ring Mode that decides how multiple destinations are tried:
- Single Destination — forward to one number.
- Simultaneous (Ring All) — ring several numbers at once; the first to answer takes the call.
- Sequential (One After Another) — ring numbers in order, moving to the next if the current one does not answer. Drag your destinations to set the order and give each one a delay.
Ringing several numbers this way is often called find-me / follow-me. See Simultaneous Ring and Find-Me / Follow-Me for a full walkthrough.
What to expect
- Forwarded calls show the original caller's number where possible, so you know who is really calling.
- If a forwarded call is not answered anywhere, it falls back to your voicemail.
- Forwarding a call to an outside number places a normal outbound call, so per-minute rates may apply. Check Billing → Rate Lookup for a destination's rate.
Quick control from your desk phone
If you are away from the portal, you can turn forwarding on and off with feature codes from any registered phone. See Feature Codes (Star Codes) Reference for the full list. The most useful ones:
- *72 turns on Forward All, then enter the number.
- *73 turns off Forward All.
Troubleshooting
- My phone still rings. Check the master Enable Call Forwarding switch is on and the rule's condition matches (for example, "Always Forward" instead of "When Busy").
- Calls go to the wrong place. Only the first matching rule runs. Reorder or remove overlapping rules.
- Forwarding to my cell does not connect. Enter the full number including the country code (for example, +1 for the US and Canada).