Setting Up Call Forwarding
What Is Call Forwarding?
Call forwarding lets you route incoming calls to an external phone number — such as a mobile phone, home phone, or another office line. This is useful when you need calls to reach you or your team outside the office.
How to Create a Call Forwarding Rule
Open the Form
Navigate to Call Routing > Call Forwarding in the sidebar, then click New Forwarding.
Enter a Description
Give this rule a clear name — for example, "Forward to John's mobile when unavailable" or "After-hours mobile".
Enter the Phone Number
Type the external phone number in international format — for example, +14155551234.
Set the Ring Timeout
Choose how many seconds the forwarded number should ring before the call is considered unanswered. Default: 30 seconds.
Click Create
Your call forwarding rule is now active and can be used as a destination throughout the system.
Caller ID Options
Control what the person receiving the forwarded call sees as the caller ID:
☎ Original
The caller's original phone number is displayed. This is the default.
✏ Custom
A specific number you choose is shown instead of the original.
🚫 Anonymous
No caller ID information is sent to the forwarded number.
Call Confirmation
Enable Require Call Confirmation to make the person answering press a key before the call connects.
Why use call confirmation?
Without confirmation, a forwarded call may be picked up by the external number's voicemail instead of a live person. Call confirmation ensures a human actually answers before connecting the caller.
Where You Can Use Call Forwarding
Once created, a call forwarding rule can be used as a destination anywhere in the system: