Call Forwarding

overview call forwarding is a telephony feature that allows incoming calls to a specific number or extension to be automatically redirected to another destination this destination can be an external phone number (like a mobile phone), another internal extension, or a voicemail box how it works an administrator or user configures ivr to forward calls when the system receives a call for the original number, it checks the forwarding rule and immediately reroutes the call to the specified destination number use cases after hours service forwarding main office lines to an on call agent's mobile number after business hours remote work an agent forwards their desk phone extension to their home or mobile number while working remotely unanswered calls setting up a rule to forward a call to voicemail if an agent does not answer their direct line benefits increased accessibility ensures that important calls are never missed, regardless of an agent's location business continuity allows for seamless call routing during outages or when employees are unable to be in the office improved customer service provides callers with continuous access to the organization limitations forwarding calls to external numbers may incur additional toll charges depending on the telephony plan