How can we help? 👋

Call Forwarding


Call forwarding settings can be updated in the Admin Portal, the User Portal, or from a VoIP Phone. This feature sends calls to the 10 digit number when there are no registered VoIP devices (Failover mode) or indefinitely (When turned “On”) on the account


Call Forwarding can usually be taken care of in other parts of the system, and is a sensitive feature. This feature is often misinterpreted as adding a user’s cell phone, which can instead can be added via devices.


Updating Call Forwarding: Admin Portal

Notion image
  1. In the Dashboard, click on Users on the left hand side
  1. On the Users page, click on the “User Features” box next to the user you wish to enable Call Forwarding on
  1. Click on Call Forwarding
Notion image
  1. Click Failover Mode to automatically enable if VoIP phones should lose connection. Click On to enable call forwarding, bypassing VoIP phones on the user.
  1. Choose either a Mobile or a Desk Phone
  1. Enter the area code and phone number you wish to forward to, starting with +1, ie +14086745541 will forward to 4086745541
  1. Select any options that you wish
    1. Leave Voicemails on Forwarded Numbers: If this function is enabled (checked), callers can leave voicemails on numbers that have been call-forwarded.
    2. Forward Direct Calls Only: If this function is enabled (checked) then only calls that ring the user directly will be forwarded. Calls via ring groups or other multi-user call distributions will not be forwarded. If disabled (unchecked), all calls will be forwarded.
    3. Keep Original Caller ID: If this function is enabled (checked), calls forwarded will show the caller’s caller ID. You may wish to do this if your business phone traffic always comes from expected callers whom you would recognize on caller ID. If this feature is disabled (unchecked), all calls will show your account’s caller ID instead. You may wish to do this to distinguish personal calls from business calls on a personal device.
  1. Click on Save Changes

Updating Call Forwarding: User Portal

Notion image

The user portal will come up automatically for non-admin users. Below are the steps for admin users.

  1. Click on the Menu Icon at the top right of the page, to the right of your name
  1. Click on User Portal
Notion image
  1. Click on Settings and Devices
  1. Click on Enable Call Forward by clicking on the check box
  1. Enter the cell phone or landline number you wish calls to be forwarded to, make sure to start with +1 then the area code and number.
  1. Click on Save Changes

Updating Call Forwarding: VoIP Phone (Feature Codes)

Please note that feature codes are designed to be used with registered VoIP phones by keypad entry. You must “Send” the call after entering the feature code for it to take affect.

Enable Call Forwarding (*72)

This feature code is used to enable call forwarding. The code is “*72”, and when dialed, a prompt will ask for the number to forward calls to. The user is expected to enter the phone number then press pound(#), at which point call forwarding is enabled and the number is read back to ensure it wasn’t misdialed. The user will need to follow this process each time they use the code. Optionally they can dial the feature code as a prefix on their number “*72-1-555-248-9715”, which will enable call forwarding to 1-555-248-9715.

Disable Call Forwarding (*73)

This feature code will disable any active call forwarding. The code is “*73”, and when dialed, a prompt will inform the user that call forwarding has been successfully disabled. If the user has a PIN configured, there will be a voice prompt requesting the PIN. Enter it, followed by #.

Toggle Call Forwarding (*74)

The feature code “*74” will enable or disable call forwarding depending on its current state. This feature code remembers the last number you forwarded calls to and enables it without asking for a new number. If the user has never enabled call forwarding then they will be prompted for the number. Similar to the enable call forwarding feature code, they can optionally prefix the code with a new call forwarding number like “*72-1-555-248-9715”, which will enable call forwarding to 1-555-248-9715.

Update Call Forwarding (*56)

The update call forwarding feature code “*56” will prompt the user to enter a new call forwarding number. This immediately replaces any number currently being used, set either by the enable or toggle feature code. The number entered is also stored for later use with the toggle feature. The status of call forwarding will not be changed by this code, so if it is disabled or enabled, it will remain so.

Did this answer your question?