Call forwarding process

What is call forwarding?

Call forwarding allows users to direct incoming calls to any other telephone numbers or devices. This could include forwarding a call to another representative based in a different department or forwarding the call to a mobile telephone number. Call forwarding can be customized to your business needs and has the ability to forward calls intelligently on to voicemail, desk phone, or mobile phones.

Call forwarding is often provided with PBX (private branch exchange) VoIP phone systems. A PBX telephone system allows extension phones in one office to connect to the telephone network in another office. PBX phone systems are unique in that they provide phone features that are not available through traditional hardwired phone lines, such as sophisticated call forwarding, as well as enhanced security and conference calling and call barging. Businesses of all sizes utilize call forwarding to pick up calls when away from the office. This is often beneficial for team members who regularly travel or work remotely. Call forwarding ensures your team is always accessible.

Call forwarding scheme

For example, you may be on a business trip in London, and you wish to talk to your clients in Paris and New York, without tapping into your mobile phone plan. The ideal solution is that you purchase a virtual number in Paris and New York and set the call forwarding to your number in London. Your clients will call a local number, and you will receive the call to your mobile, avoiding any hefty international roaming charges.

What types of call forwarding are available?

The beauty of call forwarding is that you can receive calls without WiFI, with conditional or unconditional call forwarding set up. With a VoIP phone system or virtual number in place, you can set up call forwarding via your personal account settings.

1. Conditional Forwarding

Conditional forwarding is activated when no response is available. This allows calls to be forwarded if there is no internet connection or mobile connection or the call is not picked up. This can be useful if they have high call volumes or lean teams, to ensure all calls are picked up in a timely manner. With conditional call forwarding, you won’t have to worry about your phone line connection or missing calls, as conditional forwarding will ensure the line is forwarded to an agent who is available to answer the call, rather than being sent straight to voicemail. You can customize this functionality further, allowing you to send calls to voicemail when no agent is available.

2. Unconditional Forwarding

Unconditional forwarding is when calls are set up to always forward on to another number. The phone will usually produce a special dial tone or what is known as a call whisper. This is so that it is immediately apparent to whoever has picked up the phone that the unconditional redirect has been implemented. Many virtual phone numbers are set up with unconditional call forwarding this way, routing to a single endpoint number. For instance, if you have a virtual UK local number, you can have your phone system state that this is a call from your UK phone number so you know exactly how to answer the call. This is often advantageous in call center environments where you may be answering calls for different departments or areas of your business.

3. Call forwarding with iOS applications

Zadarma has created an iOS application for smartphone users. You can find Zadarma’s iOS app on the App Store. The iOS application allows you to forward calls very easily. The app allows users to do the following:

  • Receive and make calls via SIP or Zadarma cloud PBX
  • Ability to set CallerID and call forwarding within the app
  • Send free text messages between Zadarma network users
  • Send and receive SMS messages
  • Monitor account balance in real time
  • Use your phonebook thanks to an automatic integration

Call forwarding on iOS

The Zadarma iOS app set up instructions can be found here.

4. Call forwarding with Android applications

Zadarma has created a convenient app for Android based devices too. You can download this from the Galaxy Play store. The app works with Android OS 6.0 and later versions.

Zadarma’s Android application allows you to set up the forwarding of calls. The app allows users to do the following:

  • Make incoming and outgoing calls through Zadarma (multiple accounts support)
  • Gain push notifications support for uninterrupted receiving of incoming calls and extended battery life
  • Send and receive instant SMS messages
  • To set CallerID and call forwarding within the app
  • To temporarily disable account in the app and set to receive incoming calls only through Wi-Fi
  • Automatic integration with your contacts (including copying numbers)
  • All top codecs and new versions of Android supported
  • Account balance and cost of calls to different destinations display

The Zadarma Android app set up instructions can be found here.​​

Call forwarding notification

Zadarma’s call forwarding feature allows you to set up call notifications. This notifies you when the call has been forwarded to your mobile and not made directly. It will activate the notification when you answer the call before connecting you to the caller. The standard notification is a one-tone signal, similar to a voicemail tone. You can customize each forwarding notification. For instance, you may have one set up for a sales call and another set up for general enquiries.

When can you use call forwarding?

Call forwarding when offline

You can use call forwarding when you are offline. This allows you to receive calls when you do not have internet access (for example, when you are out of the office). In this scenario, calls to your extension number are redirected to any third-party phone number of your choice. Conditional or unconditional call forwarding can be enabled for each extension number. Conditional call forwarding works when your IP softphone is turned off, or when you are unable to pick up the phone for 20 seconds. To enable the voicemail, type in the email address in the call forwarding settings.

Call forwarding to voicemail when closed

You can use call forwarding, to forward calls to your voicemail during out of hours for instance. If you would like to forward calls to your voicemail via Zadarma’s phone system, then this can be set through your PBX and the “My PBX” - "Extension numbers" section in the extension number settings. You will need to select “Call Forwarding and Voicemail” and then choose “Always.” This will ensure the unconditional forward. In the field “Email for the voicemail” you will be able to enter your email address and check a box next to the field. In the field “Greeting” you can upload a separate audio file for the voicemail. This voicemail forwarding process takes a matter of minutes to activate.

How easy is call forwarding to set up?

Setting up call forwarding scenarios with Zadarma is straightforward. You can follow these simple steps:

  1. If you are not a user of Zadarma’s PBX phone system, you will need to go to the “Settings” section within your Zadarma account. Then find the “SIP Connection” and in the “Call Forwarding” section to enter a number you want calls to be forwarded to. Then, you can choose conditional or unconditional forwarding.
  2. If you use the PBX already, go to “My PBX – Extension Numbers”, choose an extension number and enter its settings. In the section “Call Forwarding and Voicemail” choose the forwarding method (always / no response, unavailable) and enter the phone number you want calls to be forwarded to. You will then need to save this within your account settings, by checking a box next to the phone number field.

When you choose a number with Zadarma, it is held on the network. Zadarma will then send all calls to the number you have supplied. The caller will experience no delay, and will not know that their call is being diverted. You can change the divert number at any time and as often as you like without cost. If you turn the divert off, your calls will go to voicemail. Your voicemail is converted to a sound file and sent to your email or you may choose to listen to it online. The forwarding process with Zadarma is free of charge to activate. If you wish to cancel the forwarding then, you can remove the forwarding via your settings.

Every business can benefit from call forwarding

Businesses can customize call forwarding scenarios whenever they want. You may wish for different call forwarding sequences to occur at different points across your business year. You may simply want to set up a fixed and automatic call forwarding schedule, for instance, when an agent is busy or during out of hours. With more sophisticated methods, call forwarding can be used when a call is barged and as a result the call needs to be forwarded on to another department or individual to resolve the issue. Call barging is an advanced VoIP telecommunication feature that enables additional call agents to ‘drop in’ on active calls to speak with both the inbound caller as well as the call agent.

Fundamentally, with call forwarding set up effectively your call management process and operational productivity improves through ensuring more calls are answered. If one of your team members is out of the office, commuting, overseas on regular business trips or your office is closed, incoming calls can be sent to an alternative number, ensuring that no call ever gets missed.