Call forwarding
Call forwarding is a phone system feature that sends incoming calls to another destination — usually a mobile or external number — either always or only when certain conditions apply.
Types of call forwarding
- Always — every call goes to the other number.
- When busy — calls forward if the user is on another call.
- When unanswered — calls forward after a set number of seconds.
- Out of hours — calls forward outside the business hours.
Forwarding to a mobile keeps people reachable without the app, but the call is then a regular phone call: the business usually pays for the outgoing leg, and features such as call recording may not apply after the call leaves the phone system.
Call forwarding in phone.systems™
phone.systems™ has two kinds of forwarding destinations under Contact Methods:
- PSTN forwarding sends calls to any regular phone number, such as a mobile.
- SIP forwarding sends calls to a SIP address on another system.
Each seat includes one of each. They can be added to a ring group — for example so a mobile rings a few seconds after the app — or reached with the Forwarding object in a call flow. Forwarded calls to regular numbers are charged per minute, and enabling call transfer on a PSTN forwarding may add per-minute charges. See sending unanswered calls to mobile.