---
title: Call Forwarding
slug: contact-center/call-forwarding
docTags: 
createdAt: 2025-09-27T12:53:13.254Z
---

# 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.