What is Business Call Forwarding and How to Set It Up?

Business call forwarding is a phone system feature that automatically redirects incoming calls from your business number to another designated number based on preset rules. You can direct calls to various destinations such as mobile phones, other office lines, or even voicemail. This ensures every call is answered, even when the main line is busy, the office is closed, or team members are working remotely.

A business call forwarding system works by redirecting incoming calls from your business line to another phone number or device. When a call is made to your main business number, the system checks the forwarding settings and routes the call accordingly.

Here’s how business call forwarding works:

• Call Initiation: The caller dials your primary business number.
• Determining the Call-forwarding Rule: Once a call is received, the system checks the forwarding rules. Rules can be based on the time of day, the caller ID, or the agent's availability.
• Call Handling: The call is forwarded based on set rules. If unanswered, the system typically sends it to voicemail.

Business call forwarding is primarily categorized into unconditional call forwarding, conditional call forwarding, sequential call forwarding, and multiple call forwarding.

Unconditional call forwarding is a type of call forwarding where all incoming calls are automatically redirected to another phone number, regardless of any conditions, whether you are reachable or not. It’s useful when you want all calls to be answered by someone else, such as when you're out of the office or unavailable.

Conditional call forwarding is a type of call forwarding that diverts your calls only under specific conditions, such as when you're busy, unreachable, or the call goes unanswered. It provides you with more control over how and when your incoming calls are redirected.

Here are some of the rules for conditional call forwarding:

• When busy: If you're on another call, the new one will be directed to a backup number.
• No answer: If the call isn’t answered after a certain number of rings, it will be forwarded to another line.
• Unreachable: If your phone is off or out of network, the call gets routed elsewhere.

With time-based call forwarding, calls are forwarded based on specific time rules, like outside of business hours or during weekends. It helps you stay reachable and efficiently handle after-hours calls while maintaining a work-life balance.

With simultaneous call forwarding, calls are sent to multiple devices at once, such as an office phone, mobile phone, and home phone. The call connects to whichever device you answer first, so you never miss important calls, no matter where you are.

Selective call forwarding allows you to redirect calls from specific numbers. You can create a list of contacts whose calls should always be forwarded to another line. With these, businesses can prioritize their important clients, increasing loyalty and boosting sales and leads.

Business call forwarding ensures no call is missed, even when your primary phone line is out of reach. It aids better call management, enhances team collaboration, improves customer service, and saves costs.

• Improved Customer Experience: By directing calls to an available member, call forwarding reduces wait times and helps improve customer satisfaction.
• Fewer Missed Opportunities: Business call forwarding redirects calls to available team members even after office hours, reducing missed opportunities.
• Cost Saving: The call forwarding system lowers costs by eliminating the need to hire additional staff, as it automatically redirects calls.
• Seamless Collaboration: Calls are routed to the right team members across departments, ensuring faster responses and smoother teamwork.
• Better Call Management: You can customize business call forwarding based on time, priority, or availability, improving efficiency.

Business call forwarding offers advanced call-handling features, like conditional forwarding and VoIP integration, while traditional call forwarding simply redirects calls to a single number. While both systems are used for redirecting calls to another number, they differ in terms of flexibility, scalability, and the ability to manage multiple forwarding options.

To set up call forwarding on a landline, dial *72 for unconditional and *71 for conditional call forwarding, followed by the phone number you want to forward calls to.
 

For unconditional

• Dial *72, followed by the phone number to which you want to forward your call. After some time, you may hear a tone that indicates that call forwarding is active.

For Conditional

• To activate conditional call forwarding,

1. For both busy and unanswered calls, Dial *71 and the number you want the calls to be forwarded to.
2. For only busy: Dial *90 and the forwarding number.
3. For unanswered calls: Dial *92 and the forwarding number.
4. For not reachable: Dial *62 and the phone number for calls to be forwarded.

To set up call forwarding on your mobile phone, go to your phone's settings, find the call settings section, and activate call forwarding by entering the number you wish to forward calls to.

However, the process may slightly differ depending on Android and iOS devices.

To set up business call forwarding on an iOS device, follow the steps below:

1. Go to Settings.
2. Scroll down and tap on the Phone.
3. Click on Call Forwarding.
4. Toggle call forwarding on.
5. Enter the number to which you want to forward your call.
6. Click Save to update your settings.

To set up business call forwarding on an Android device, follow the steps below:

1. Open your Phone App.
2. Click the three dots at the top right corner.
3. Then, go to Settings.
4. Tap on Calling Accounts.
5. Click on Carrier-Related Settings.
6. Select Call Forwarding and choose the forwarding option you want (Always, When Busy, When Unanswered, When Unreachable).
7. Save the settings.

To set up call forwarding on a VoIP system, log in to your provider's user portal or app, navigate to the call forwarding settings, and enter the number where you want calls to be forwarded. You can also choose specific conditions. While the interface may vary slightly between providers, the basic steps are generally the same.

Here’s how to redirect calls using the VoIP call forwarding app for business:​

1. Log in to your VoIP provider's account.
2. Access the settings of your service provider.
3. Locate the call forwarding or call flow setting.
4. Set a forwarding option based on your needs.
5. Enter the number to which you want to forward your call.
6. Save your settings, and the system will handle the rest.

The best practices for implementing business call forwarding include choosing a reliable service provider, training your team, setting up strategic forwarding rules, and prioritizing the caller experience. Also, regularly test the system, review settings, and update them to align with business changes for optimal performance.

Select a reputable service provider that offers reliable and high-quality call forwarding services.

Make sure your team understands how the call forwarding system operates and their specific roles. Providing training will ensure they handle forwarded calls effectively and maintain high customer service standards.

Set up smart rules based on time of day, employee availability, or the caller’s needs. This way, calls reach the right person quickly, keeping your team efficient and your customers happy.

Use friendly greetings, fallback options, and call queues to make sure no caller feels ignored or confused. By providing a seamless experience, you not only reduce waiting time but also enhance customer satisfaction.

Before implementing the system, test everything to ensure calls are forwarded to the right number, voicemail triggers when no one answers, and fallback rules work as planned. Also, confirm your provider has stable uptime so you don’t miss calls during outages.

Business call forwarding ensures you never miss important calls by redirecting them to another number based on preset rules. It helps improve customer service, reduce missed opportunities, and enhance efficiency by making your business easily accessible.