Call Forwarding

Overview:
The call forwarding feature in  PBX.IM  enables incoming phone calls to be redirected from the initial recipient to another number or service.


Table of Contents

    .1 Introduction to Call forwarding⁠ 
    .2 Set up Call forwarding⁠ 
    .3 Common Use Cases⁠ 



Introduction to Call Forwarding

Use call forwarding feature to never miss a call again. Redirect them to another available agent or mobile phone.
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Access Call Forwarding

  • Log into  PBX.IM  Dashboard
  • Go to ‘’Call Routing’’
  • Select ‘’Call forwarding’’ from the drop down menu

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Set up Call forwarding

Click on ‘’Add Forward’’
Complete the form by following the next steps:
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Add Forward


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Field
Purpose
How to use
Name
This field is where you enter the name of the call forwarding rule or profile.

You can use this to identify the specific setup or purpose of this forwarding rule among others you might have configured.
Type in the name that you want and press ENTER.

You can add names like: ''after hours support'', ''remote worker'', ''lunch break coverage'', ''summer holiday'' etc.
Number
Here, you input the phone number to which calls should be forwarded. This could be an internal extension within a company or an external number
Type in the phone number and press ENTER.
Caller ID
This dropdown allows you to choose how the forwarded call displays the caller ID.

You have three options:
  • Replace
  • Suffix
  • Prefix
Here's what each of this options mean and how to use them:
  • Replace: Selecting "Replace" means the original caller ID will be substituted with a different number, which you will specify. This is useful if you want the forwarded call to appear as though it's coming from a specific number, such as your main business number, for consistency or privacy reasons.
  • Suffix: Choosing "Suffix" adds a specific set of digits or characters to the end of the original caller ID. This can help identify that the call was forwarded or provide additional context to the recipient, such as indicating the department the call was intended for.
  • Prefix: Selecting "Prefix" will add a specific set of digits or characters to the beginning of the original caller ID. This option is useful for tagging calls with additional information before the caller ID, which can help the recipient understand the origin or purpose of the call before answering.

Once you choose the option that best meets your needs, enter the number you want the calls forwarded to in the "Number" input field.
Pre-Bridge announcement
This option allows you to select an announcement or music to play before the call is bridged to the forwarded number. This could inform the caller about call recording or simply play hold music until the call is connected.
Select from the drop-down menu the music you want to be played out.
Call Timeout
In this dropdown, you specify the amount of time before a call is considered unanswered and is forwarded to the designated number.

You can choose between 10 to 60 seconds.


Click on the dropdown menu and choose the option that best suits your needs.

Let's also take an example!
Let's imagine you set the timeout to 30 seconds for your call forwarding rule. When a call comes in, the system will allow the phone to ring for 30 seconds. If no one answers the call within that time, the system will then automatically forward the call to the designated number or service as specified in your forwarding settings.
Timeout destination
This dropdown menu allows you to select what happens if the forwarded call is not answered in a specified amount of time.
From the dropdown menu choose one of the destinations:
  • User
  • Time Condition
  • Endpoint
  • Queue
  • Announcement
  • Forward
  • IVR
  • Voicemail
  • Ring Group
  • Conference

You can also assign a Value to it. Choose one from the drop down menu in the right side.

When you want to edit or delete any entry all you have to do is go to the main page and click on the Pencil Edit or Wastebasket Delete button.





Common Use Cases

Let's look into some common use cases that better showcase how you can use the Call Forwarding in your business:

After-Hours Service:
  • Scenario: Your business needs to handle urgent customer inquiries even after the regular business hours.
  • Solution: Calls received after office hours are automatically forwarded to an on-call team member or a third-party answering service that can provide immediate assistance.

Business Travel:
  • Scenario: A key team member is traveling for business but needs to stay in touch with ongoing projects and client calls.
  • Solution: Their calls are forwarded to their mobile phone or to a temporary number in the country they are visiting, ensuring seamless communication regardless of their location.

Vacation Coverage:
  • Scenario: An employee is on vacation but certain clients prefer dealing with them directly, or they handle specific responsibilities that cannot be postponed.
  • Solution: Their calls are forwarded to a designated colleague who has been briefed to handle their tasks, ensuring continuity of service without disruption.