Call Forwarding - Wiki

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Call Forwarding

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A Call Forwarding allows an incoming call to be redirected to a mobile telephone or other telephone number where the desired called party is able to answer. You can set any number, even international numbers.

Tutorial Video


Setup a Call Forward

Create the Call Forwarding entry

  • The first step would be to create a Call Forwarding entry, you can do this from your Customer Portal>> DID Numbers>> Call Forwarding.
  • Call Forwarding menu
  • Call Forwarding page

  • After that you only need to click on the "Add Forwarding" button and you will see the follow screen:

Call Forwarding entry

Phone Number: Enter here the phone number that you want the redirected incoming calls to your DID to be sent to. For USA or Canada numbers you can set the number with 10 digits or even using the prefix 1, for example 403XXXXXXX or 1403XXXXXXX will give you the same result. For international numbers please make sure to enter the number with prefix 00 or 011 (e.g. 0052999XXXXXXX for a number in Mexico), you can also use the 033 or 044 to override the Value or Premium route. Also make sure that you have enabled the International Calls in your account.

CallerID Override: This setting is optional and it lets you send the Caller ID of your choice to the destination in order to recognize where the call comes from, please note that the caller ID number reliability will depend on the route that you're using and for International Routes the Caller ID is not 100% guaranteed.

Note: If the Call Forwarding with a CallerID Override is assigned to a Ring Group then that CallerID Override Number will 
be on all calls sent through that Ring Group.

For example lets say that you have your Cellphone set as call forward, you can put your DID number as caller ID override and this way when you see an incoming call in your cellphone from the DID number, you will known that this is a call from If you leave this setting blank, you will receive the caller ID number of the person calling your DID number.

Description: This is also optional, this can help you identify a particular Call Forwarding entry.

DTMF Digits: This setting is optional, and would allow you to enter the digits that would be dialed once the call is connected to your call forward number. For example, you can forward a number to an ivr and automatically send an extension number this way.

Pause: The amount of seconds the system would wait before it sends the DTMF digits you set with the option above. This is also an optional setting.

Route incoming calls from DID to your Call Forwarding

Once you have created a call forwarding entry, you can assign it to as many DID numbers as you want without needing to create it again. You need to go to your Customer Portal >> DID Numbers >> Manage DID.

You need to select the DID number you want to forward and then click on Edit DID button (the icon with the pencil), also you can select more than one DID and click on the Edit Selection buttons.

At this point you should be in the Edit DID Settings page, the only setting you should change is the Routing. You need to select the Call Forwarding option and then select the number from the drop down menu on the right.

Cll F01.png

To finish, apply the changes and you should have the Call Forwarding working for the DID.

Note: When Call Forwarding a DID your DID`s Ring Time still affects the call and the caller will go to Voicemail or your Failover for 
No Answer, providing your Destination does not time out first (Cell Voicemail or Answering Machine).


Please note that when you forward a call, normal inbound charges apply according to your DID plan and the normal termination rate is also applied for the destination number for the duration of the call. For example let's say that you have a DID from Dallas with the Per minute plan (incoming rate at $0.01) and you forward the call to an US cellphone number, the forward call will be charged as follow:

    (Incoming rate of the DID number) + (termination rate to the destination) = (total cost of call per minute)
    $0.01 + $0.01 = $0.02 per minute.

Call Forwarding using the Reseller Interface

The feature is available for your client through the Reseller interface. You must enable this feature in your package in order to give them the ability to leverage this.

Go under the navigation bar on [Reseller] then click on [Manage Rates & Packages]

CallForwarding Reseller 1.png

Click on the Edit button to edit your package, or click on [Create a new package] to create a new one.

CallForwarding Reseller 2.png

Go under the [Reseller System Configuration] Tab, and on the section "Type of configuration" select: [Package Configuration],

CallForwarding Reseller 3.png

Then scroll down and find the feature "Call Forwarding", and enable it.

CallForwarding Reseller 4.png

1) To add a Call Forwarding entry for your client, or to help your client adding one. Go under the [Services] at the left navigation bar, then on [Call Forwarding]

CallForwarding Add.png

2) Click on the tab Add new Call Forwarding and the Phone Number to forward to. You can also enter a Description for searchability.

CallForwarding Add2.png

3) Complete the form and click the [Save Call Forwarding] button.

When your call forwarding is created, you will be able to select it any routing section. Such as in an IVR, DID Routing, Failover, Ring Group, Call Hunting, etc...

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