Call Forwarding can be done in a few different ways.

1. Call forwarding through 'My Numbers'. (most popular)

2. Call forwarding through 'Extensions'.

3. Call forwarding through 'IVR' during open hours.

4. Call forwarding through 'IVR' during closed hours.

Call forwarding through 'My Numbers'

1. Navigate to Settings > My Numbers.

2. Choose the number you wish to forward.

3. In the 'Action' column choose 'Call Forward' and then add the number you wish to forward to in the 'Option' column.

Call forwarding through 'Extensions'

1. Navigate to Settings > Extensions.

2. Click on the name of the user you wish to call forward.

3. 
Timeout: Here you can choose how many seconds before the caller is forwarded.
Timeout Action: Choose the option "Diverts to another Extension/Shortcode/DDI.
Timeout Value: Enter the phone number/extension or shortcode to direct the call.

Call forwarding through 'IVR' during open hours.

1. Navigate to Settings > IVR Menu

2. Scroll down to the opening times section.

You can set a forward to the 'First' or 'Second' Action

First Action - Set 'Forward to' then insert the number you wish to be forwarded to.

The Second Action - If you would like to forward after they have gone through the first action you can choose 'Forward to' and then the number you wish to forward to.

Default Action

If you would like the caller to be diverted if no action has been taken you can set the default action to 'Forward To' and enter the number you would like it to forward to.

Call forwarding through 'IVR' during closed hours.

1. Scroll down to the Closed / Out of office hours.

2. 'First Action' set to 'Forward To' then enter the number you want the caller to be forwarded to.

 

If you need, you can set the 'forward to' as the second action either. This can be helpful if you want a message to play before the caller is forwarded.
 

Additional information:

1. Call Forwarding via My Numbers

This option forwards all calls coming to a specific phone number.

• Every call to the number is forwarded

• The phone number itself will not ring anywhere else

Best used when:
You want all calls to a number to go directly to another number.

2. Call Forwarding via Extensions

This option forwards calls made to a specific extension.

• Commonly used to forward internal calls to a mobile phone

• Calls ring the extension first, then forward if unanswered

Important:
This option is not recommended if the extension is part of a queue.
If used in a queue, calls may forward unexpectedly when they reach the extension, which can cause confusion.

Best used when:
Forwarding calls for an individual user who is not part of a queue.

3. Call Forwarding via IVR (Open Hours)

This option forwards calls while the IVR is open.

• You can forward all calls during open hours

• You can also forward a specific menu option (for example, “Press 1 for Sales”)

Best used when:
You want more control over how calls are handled during business hours.

4. Call Forwarding via IVR (Closed Hours)

This option forwards calls when the IVR is closed.

You can choose:

• To forward all calls automatically, or

• To give callers an option (for example, “Press 1 to be forwarded”)

Best used when:
You want to handle after-hours calls differently, such as forwarding only urgent calls.