NextOS Call Center: Scheduled Forwarding Setup

All call centers have basic forwarding features included for free. Basic forwarding will bypass the queue entirely and the call will not show up in any call center reporting.

Customers who have Call Center Enterprise licenses can utilize routing services to forward calls during holidays or when closed which will be tracked in call center reporting. For information on how to configure Night Service and Holiday Service click here.

Call Center Scheduled Forwarding

Calls that come in while forwarding is enabled will NOT appear in call center reports.

Scheduled forwarding uses sets of rules to determine if forwarding should or should not happen. When configuring rules, keep in mind that the system uses a first-match policy. It will start with the top rule and check to see if the inbound call matches any of the policies. If no match is found, it will continue to the next rule. Once a rule match is found, that rule is applied to the inbound call, and all other rules are ignored. Since rules are sorted alphabetically, it is a good practice to name rules using a 2-digit number followed by the name (i.e., 01 - Holiday, 02 - After Hours) to ensure that rules are put in the correct order

Navigate to the call center. See Accessing Call Centers for instructions on how to do this.
Click the name of the call center you want to set up forwarding for.

NOTE: If you have selected a Premium Call Center, we recommend using Night Service or Holiday Service in Routing Policies.
Select Incoming Calls on the left-hand side of the page.
Select Call Forward Selective under the Advanced column.

NOTE: If you don't see Call Forward Selective option, please contact Nextiva Support.
Enter a default forwarding Phone Number or extension, if none is present, and click Apply. This is the number that Call Forward Selective forwards to by default.

NOTE: If you wish to forward to an extension's voicemail box, you can use *55 followed by the extension (i.e., *551000 will forward the call to the voicemail box for ext 1000).
Click Add.

NOTE: A default number MUST be saved before a rule can be added.
Enter a Description for the rule.

XBert Tip: If you are configuring forwarding for both holidays and after hours, we recommend the following descriptions: 01 - Holidays and 02 - After Hours to ensure that the rules are followed in the correct order.
Select an option from the Forward to radio buttons:
- Use Default Forward phone number - Calls that match the rule will use the default number listed above the list of rules (to the Default Forward Number).
- Forward to another phone number - Calls that match the rule will forward to the specific number listed in the rule (to the number in the next field).
  
  NOTE: If you wish to forward to an extension's voicemail box, you can use *55 followed by the extension (i.e., *551000 will forward the call to the voicemail box for ext 1000).
- Do Not Forward - Calls that match this rule will not be forwarded for any reason. This will override any other forwarding turned on.
Select either a Time Schedule or a Holiday Schedule; do not use both. For instructions on how to create a schedule, see Setting up schedules.

NOTE: We recommend creating a specific schedule for call center forwarding, naming it "Call Center Forwarding" to more easily identify it.
- If using a Time Schedule, the Holiday Schedule should be set to None.
- If using a Holiday Schedule, the Time Schedule should be set to Every Day All Day.
By default, the rule will apply to all calls; you can apply the rule to up to 12 different phone numbers. To apply to specific numbers or criteria.
1. Select the Following phone numbers radio button.
2. Enter up to 12 specific phone numbers
Click OK.
If additional rules are needed, return to step 6.

XBert Tip: If you are configuring forwarding for both holidays and after-hours, two different rules will be needed.
Click Apply.
Set the service to On.
Click Apply.