Call Forwarding Selective

Description

Call forwarding selective is used to forward calls to destinations based on certain rules and schedules. This feature is often used for after-hours and holiday routing of calls. It is also the highest priority form of forwarding, overriding call forward always. If configured on a user, this feature only forwards direct calls to the user, it will not forward distributed calls (i.e. calls from a call center or call group).

Rules

Unlike other forwarding (Unanswered, Always, Unreachable), call forwarding selective uses different rules to determine if forwarding should or should not happen. When configuring rules, keep in mind that call forwarding selective 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) to ensure that rules are put in the correct order

Choose the image that looks most like your screen once logged in:

Setup

1. Log in to the voice portal as an administrator.
    
2. From the main page, click on the Users or Teams button.
    
3. Hover over the user or team to adjust and click on the vertical ellipsis, then select Voice Settings from the dropdown menu.
    
4. Select Forwarding on the left.
   
   
    
5. Click on Call forwarding (selective) to expand the section.
   
   
    
6. Define the default forwarding Phone Number if none is present.
   
   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).
    
7. Click Add Condition
    
8. Give the rule a description, keeping in mind that rules are sorted alphabetically, and use a first-match policy.
   
   XBert Tip: For forwarding rules for holidays and after hours, we recommend using the format 01 - Holiday and 02 - After Hours for the two different rules that are needed.
    
9. In the Forward To field, choose an option:
    
   • Forward to Default number - Calls that match the rule will use the default number listed above the list of rules.
      
   • Forward to Specific number - Calls that match the rule will forward to the specific number listed in the rule.
     
     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.
      
10. Choose a schedule for the rule to follow. For instructions on how to create a schedule, see Setting up schedules.
     
11. Choose if this rule applies to all inbound calls or to specific numbers.
    
    
     
12. Click Add to create the rule.
     
13. If additional rules are needed, go to step 7.
    
    NOTE: If configuring forwarding for both after hours and holidays, 2 rules will be needed, one for after hours, one for holidays.
     
14. Click Save at the bottom of the screen.