Forward your calls to another number

Redirect calls from your extension to your mobile or another number, so you never miss a call while you're away from your desk.

Who this is for: everyday users and admins — you can turn this on for yourself, or an admin can set it up on your behalf.

Before you start

• An extension assigned to your account.
• The number you want calls forwarded to, including the country code if it's not a UK number.

Steps

1. Click your name in the top right and select Settings, then choose Call Forwarding under Phone Settings. This page is scoped to your own extension automatically.
2. Tick Forward all calls, then enter the destination in Forward to number. While this is switched on, your desk phone won't ring at all — calls go straight to the number you've entered, and the original caller's number is still shown as the caller ID.
3. Select Save Changes to apply it. Turning Forward all calls back off returns your extension to ringing normally.
4. Need more control than an all-or-nothing forward? An admin can set this up with extra options from the Extensions page instead: select Extensions in the sidebar, find the extension, and select the Configure button, then open the Forwarding tab. This has to be done by an admin — the extra rules described below don't reliably take effect if an everyday user opens their own extension's Forwarding tab (see the note below).
5. From the Forwarding tab, three separate forwarding rules are available, each with its own destination number: Forward All Calls (redirects immediately, same as the self-service option above), Forward When Busy (only redirects if you're already on a call), and Forward No Answer (only redirects if the call rings out without being picked up). Turn on whichever combination you need and enter a destination for each, then select Save Changes. Note that if Forward All Calls is on, the other two rules won't get a chance to apply, since every call is redirected immediately.

Note

Forward When Busy and Forward No Answer only reliably persist when saved by an admin. If an everyday user opens their own extension's Forwarding tab and saves these two rules, the page still shows a "saved" confirmation, but the changes silently don't take effect — only Forward All Calls is guaranteed to apply for self-service use. For all-or-nothing forwarding, stick to the Settings → Call Forwarding page in step 1 above.

Screenshot

Screenshot of the Call Forwarding settings page showing the Forward all calls toggle and the Forward to number field.

Related

• Using your phone
• Create an extension and assign it to a user

Ask Olivia

You can also ask Olivia, the in-portal assistant, to walk you through this.