Call Forwarding
4 min
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.
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