Call forwarding means an incoming call is automatically routed on to another number or device instead of ringing where it arrived. It can happen every time, or only when certain conditions are met, for example when the line is busy, when nobody answers, or outside opening hours. Call forwarding exists both as a simple setting in an individual phone and as a central rule in the company phone system. The difference matters: forwarding set in a phone knows only about that phone, while forwarding set in the phone system can take the whole organisation into account.
Types of call forwarding
- Unconditional forwarding, every call is routed on without ringing the original number.
- Forwarding on busy, the call moves on only when the line is engaged.
- Forwarding on no answer, the call moves on after a set number of rings.
- Forwarding on unavailable, the call moves on when the device is switched off or out of coverage.
- Time based forwarding, the rules follow opening hours, public holidays and holiday periods.
Forwarding in the phone compared with in the phone system
Forwarding set directly in a mobile or desk phone applies to that device only, and nobody else in the organisation can see that it is active. Set centrally in the phone system instead, it becomes part of the call flow: it can be combined with answer groups, opening hours and presence, and it is visible to everyone who needs to know. That is why central forwarding is almost always preferable in a company where more than one person answers.
Call forwarding and neighbouring terms
- Call twinning rings several devices at once rather than routing the call on to one.
- A call queue holds the call until someone is free rather than sending it elsewhere.
- Callback calls the customer back rather than leaving them waiting.
How to set it up
How you set up forwarding depends on whether it belongs in the phone or in the phone system. Step by step for mobile is covered in our guide to forwarding calls on a mobile. In Lynes, forwarding is controlled centrally alongside answer groups, opening hours and presence, and the AI is built into the same app and developed in house, so a call can be answered straight away rather than simply moved around. Read more about call forwarding as a feature.
Frequently asked questions about call forwarding
Does forwarding a call cost anything?
The forwarding itself is usually free, but whoever forwards the call may pay for the forwarded leg. Check the terms with your operator, especially for forwarding to numbers abroad.
What is the difference between forwarding and transferring a call?
Forwarding happens automatically according to a rule, before anyone has answered. Transferring is done manually by a person during a call in progress.
Can the caller tell that the call is being forwarded?
Normally not. The caller hears the ringing tone and then whoever the call was routed to answers.
Can we forward differently depending on the time of day?
Yes. Time based forwarding follows opening hours, public holidays and holiday periods, and is easiest to set centrally in the phone system.
Want to control your call flows from one place? Book a Lynes demo.
