Enable Call Forwarding
Written by Marissa Orsini
Updated at November 25th, 2024
Table of Contents
Scope
Intended Audience: All Users
This article outlines how to turn call forwarding on or off for an extension via a phone or the manager portal.
Requirements
- Basic User Access to Manager Portal or higher (if Forwarding from Portal)
NOTE: Basic users may only configure call forwarding for their own user. Site Managers or higher may turn on forwarding for other users.
Note on Call Forwarding
When configuring forwarding, users may choose to show their own caller ID or the caller's caller ID.
Forwarding to the 10-digit number (5556667777) will display the user's caller ID. With the implementation of STIR/SHAKEN, these calls will be sent out with an Attestation level of A
Forwarding to the 11-digit number (15556667777) will display the caller's caller ID. With the implementation of STIR/SHAKEN, these calls will be sent out with an Attestation level of C
- Attestation Level A - The caller number is verified to be owned by us and is authorized to be on our servers and the request came from our servers.
- Attestation Level C - The caller number is not verified to be on our servers or owned by us, but the call request did come from our servers.
Forward From A Phone
To configure call forwarding dial *72<Phone Number> (ie *725556667777). This will turn forwarding on and set the forwarding number.
Once the number is set, users may dial *73 to turn forwarding off and *40 to turn it back on using the same number.
Forward From the Manager Portal
- Log in to the Manager Portal
- Navigate to Users
- Select the user to update
- Go to the Answering Rules tab
- It is recommended to set the Ring For time to at least 35 seconds, or callers will receive an "invalid destination" message if the extension times out before the cell phone does.
- Select the active answering rule to edit
- Check Call Forwarding Always and set the phone number to forward to
- Click Save
Call Forwarding inside the Call Queue and Auto Attendant
Call Queue
It is not possible to add an Offnet agent with a 10-digit number, as it will automatically add a prefix of 1 even if you enter the number as a 10-digit number. You will need to use/create a routing user that always forwards to a digit number.
Auto Attendant
When you choose "External Number" to forward a call, you cannot add it as a 10-digit number. You will still need to use/create a routing user that always forwards to a 10-digit number.