Forwarders

Forwarders

What Is a Forwarder?

A Forwarder is a call routing tool that directs incoming calls to an external phone number, such as a mobile phone or landline, for a certain amount of time. If the call is not answered within that timeframe, it is returned and re-routed to another part of the phone system. Forwarders are often used to route calls outside of the platform while preserving features like caller ID settings and failover routing.

Example: A technician working remotely can have calls to their office extension forwarded to their personal cell phone. If they do not answer, the call is then directed back to their company-issued mailbox.


Creating a New Forwarder

1. From the main menu on the left, navigate to: "UC Admin" → "Call Control Apps" → "Forwarders"



2. Select “+ Add Forwarder” in the upper-right corner.



3. Complete the form with the following required information:
  1. Assigned Account: Select the account this forwarder belongs to. This field only appears if you have not already selected an account from the main dropdown at the top right of the page.
  2. Label: Enter a name used for internal identification (e.g., “After-Hours Cell”).
  3. Extension Number: Assign a 3-7 digit extension number that the system will use to identify this forwarder for call routing purposes.



4. Select “Add” in the lower right to save.

5. Once the forwarder is created, you’ll be redirected to a page where you can further customize it  (refer to Step 3 in the Management section below).

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Note: You can create a forwarder without assigning an extension, but it won't be functional in a call flow until one is added.


Managing Existing Forwarders

1. From the main menu on the left, navigate to: "UC Admin" → "Call Control Apps" → "Forwarders"


2. From the list of existing forwarders, select the name of the forwarder you wish to edit to open it's settings.



3. You'll have access to several configuration tabs:
    1. Details
      1. Label, Description, and Notes: Basic identifiers
      2. Extension Number & Dialing Address: How the forwarder is reached internally
      3. Destination Phone Number: The number calls will be forwarded to (e.g., +1-555-123-4567)
      4. Caller ID Transmission Mode: Choose whether the caller sees the original caller’s number or a custom alternative
      5. Dial Attempts: Set how many times the system tries the number before failing over
      6. Confirmation Prompt: Optional setting to require the external recipient to press a key to accept the call
      7. No-Answer Destination: Where to route the call if it goes unanswered (e.g., voicemail or another extension)
    2. Dependency Tree
      1. Displays where the forwarder is used in the call flow, helping with troubleshooting and impact assessment.

AlertBe sure to click “Update” at the bottom of the screen to save your changes before navigating away.