3 Ways to Forward Calls

3 Ways to Forward Calls

Overview


Call forwarding allows you to automatically send incoming calls to another phone number or extension instead of answering them on your primary device. This is useful when:
  1. You’re out of the office and want calls to ring your mobile phone.
  2. You’re working from home and want calls sent to a different location.
  3. You’re unavailable but need calls directed to a colleague or department.
There are three main ways to enable or disable call forwarding: directly from your desk phone, from the Softphone app (mobile or desktop), or through the web portal.

Warning
Important: If a call is forwarded out of your Phone System using traditional call forwarding, it cannot be pulled back. If the forwarded call is not answered, it will go to the voicemail of the number it was forwarded to, not your company’s voicemail.


Call Forwarding on Your Desk Phone


Enabling Call Forwarding:

1. Pick up your desk phone and dial *62.

2. The system will play the following prompt:
  1. "Call Forwarding is disabled. Please enter your call forwarding number, then press #."
3. Enter the phone number or extension where you want calls forwarded.

4. Press # to confirm.

5. You will hear:
  1. "Call Forwarding is enabled."
6. Once the prompt finishes, the call will end and call forwarding will be active.


Disabling Call Forwarding:

Note: Call forwarding must be disabled from the same extension it was originally enabled on.

1. Pick up the phone and dial *62.

2. The system will play:
  1. "Call Forwarding is enabled; press 1 to disable Call Forwarding. Press 2 to listen to your Call Forwarding number."
3. Press 1 to disable call forwarding.

4. You will hear:
  1. "Call Forwarding is disabled."
5. The call will end, and call forwarding will be turned off.


Call Forwarding on Your Softphone App


Mobile App:

1. Open the Cloud Softphone app.

2. Navigate to: Keypad tab → Gear icon  → Preferences → Call Forwarding.

3. Toggle Call Forwarding ON.

4. Enter the destination number in the Forward To field.

5. Optional: Instead of a fixed destination, you can enable the Forward Button option.
  1. This allows you to forward a call to any number you choose at the time of answering.
  2. Note: The Forward Button feature cannot be active at the same time as standard call forwarding.

Desktop App:

1. Open the Softphone Desktop application.

2. Go to UC User  (you may be prompted for your Voicemail PIN).

3. In the Extension Portal, toggle call forwarding ON.

4. Use the dropdown menu to select your forwarding destination.

5. Click Update to save your changes.


Call Forwarding from the Web Portal


For Standard UC Users:

1. Log in to portal.primevox.net. 

2. Navigate to: UC User → Extension Settings.

3. Click on the desired extension.

4. Go to the Call Forwarding tab.

5. Toggle call forwarding ON and select the destination from the dropdown menu.



6. Click Update to save changes.


For Administrators:

1. Log in to portal.primevox.net.

2. Navigate to: UC Admin → Extensions & Devices → Extensions.

3. Select the appropriate account (if prompted).

4. Click on the desired extension.

5. Under the Call Flow tab, toggle Call Forwarding ON.



6. Select the forwarding destination from the dropdown menu.

7. Click Update Call Flow Settings at the bottom to save changes.