Small Business help

Turning Call Forwarding on and off for a user

As an administrator, you can turn the Call Forwarding feature on or off, and choose when calls are forwarded: always, when the line is busy, or when the line is not answered. You can also turn the Business Continuity feature on to direct calls to a number should the user's phone not be connected to the network due to a power outage, storm, or network issue. By default, calls are forwarded to a user's voicemail when they're on a call or when they don't answer the phone.

Note: This feature is turned on by default; you only need to turn it on if you have turned it off.

Turn Call Forwarding on

To forward all calls, when a line is busy, or unanswered, you need to turn the Call Forwarding feature on for a user.
To turn Call Forwarding on:
  1. Click the Numbers tab.
  1. On the row of the number you want to edit, click Actions > Edit User Features.
  1. Click the Call Forwarding tab.
  1. Change the Call Forwarding toggle to on.
  1. Do any of the following:

    • To always have Call Forwarding on, select the Always checkbox, click the Set number field, then search for an internal number or type an external number.

    • To have Call Forwarding on when a user is on the phone, select the When busy checkbox, click the Set number field, then search for an internal number or type an external number.

    • To have Call Forwarding on when a user is unavailable, select the When no answer checkbox, click the Set number field, then search for an internal number or type an external number.
  1. From the Numbers of rings before forwarding list, select the number of rings before the call is forwarded.
  1. Select the Use ring reminder checkbox if you want the user to be reminded that Call Forwarding is turned on.
  1. To turn Business Continuity on, change the toggle to on, then click the Set number field to search for an internal number or type an external number, or select the Send to voicemail checkbox.
  1. Click Save.

Turn Call Forwarding off

Turn the Call Forwarding feature off to have calls ring at a user's desk.
To turn Call Forwarding off:
  1. Click the Numbers tab.
  1. On the row of the number you want to edit, click Actions > Edit User Features.
  1. Click the Call Forwarding tab.
  1. Change the Call Forwarding toggle to off.
  1. Click Save.
Note:  You can also turn Call Forwarding on and off from the users tab.