Call Forwarding Overview

Route incoming calls to another number so you can receive calls anywhere, at any time. With Call Forwarding, you can define when incoming calls should be forwarded and to which phone number. Nextiva offers multiple Call Forwarding options that can be applied to Users, Call Centers, Call Groups/Teams, and Auto Attendants.

Please note: Calls forwarded from your user account will only forward direct calls, not distributed calls (such as calls from a call center or call group/team).

The options are listed below in order of priority. A higher-priority forwarding rule will override the settings of a lower-priority rule. For example, Call Forward Selective will trigger before Call Forward Not Reachable.

1. Location Forwarding
   
   Moving the staff? Location-wide power outage? Use Location Forwarding to forward all calls to all Users within a Location to another phone number or extension. For instructions on how to set up Location Forwarding, click here. 
   
   
2. Call Forward Selective
   
   Need to redirect specific calls? Call Forward Selective forwards user-specified incoming calls to another phone number under predetermined conditions. This feature is excellent if Users have individual calls they would like to route to a specific number. For instructions on how to set up Call Forward Selective, click here. 
   
   
3. Call Forward Always
   
   Out of the office for the day? Activate Call Forward Always to automatically forward all incoming calls to a mobile device or another phone number. For example, when Users are out of the office or on vacation and would still like to receive all their phone calls, they can turn on Call Forward Always to forward calls to their mobile phone. Simply turn off the feature to route calls back to the office phone. For instructions on how to set up Call Forward Always, click here.
   
   
4. Call Forward Busy
   
   Busy on the phone? Use Call Forward When Busy to forward all incoming calls to a different phone number when Call Waiting is disabled and the User is on another call, or when the User’s phone is set to Do Not Disturb. You can also choose to forward calls to a voicemail box where messages can be retrieved later or by another team member. For instructions on how to set up Call Forward When Busy, click here.
   
   
5. Call Forward Not Reachable
   
   Power or internet down? Let Call Forward When Unreachable forward all incoming calls to another phone number or extension when the phone is offline. For instructions on how to set up Call Forward When Unreachable, click here.
   
   
6. Call Forward When Unanswered
   
   Can’t get to the phone in time? Use Call Forward When Unanswered to forward all incoming calls to a different phone number if not answered within a specified number of rings. This is an excellent feature for Users who prefer calls to be answered by a receptionist, assistant, or co-worker rather than letting calls go to voicemail. For instructions on how to set up Call Forward When Unanswered, click here.