Call forwarding sends calls meant for one phone to another number: a colleague’s extension, a mobile or voicemail. Used well, it means a customer reaches a person even when the person they called is in a meeting, on the road or on leave. Used carelessly, it sends calls to switched-off mobiles and runs up the phone bill. This guide explains the types of call forwarding on a business phone system, how do not disturb fits in, and how to set it up sensibly on an IP PBX.
What is call forwarding?
Call forwarding is a phone system feature that redirects incoming calls for an extension to another destination. On an office IP PBX, the destination can be another extension, a ring group, voicemail or an outside number such as a mobile. The caller does not need to do anything; the PBX moves the call for them.
The three common types of call forwarding
Most business phone systems offer forwarding in three situations:
| Type | When it forwards | Typical use |
|---|---|---|
| Unconditional (forward all) | Every call, straight away | Working from another desk or site for the day |
| On busy | Only when you are already on a call | Send the second caller to a colleague instead of a busy tone |
| On no answer | When the phone rings for a set time and nobody picks up | Away from the desk for a few minutes |
Unconditional forwarding is the bluntest tool: your own phone will not ring at all until you turn it off. Busy and no-answer forwarding are safer defaults because your desk phone still rings first.
Call forwarding on Voxdial IP PBX
In Voxdial IP PBX, staff turn forwarding on and off from their own phone with feature codes, the short codes that start with * or #. The administrator decides which feature codes are enabled across the system and can change any code to match the old EPABX codes staff already know. The exact codes in use are listed on the Feature Codes page in the admin console. Read more in our guide to PBX feature codes.
The administrator also sets two things per extension that shape what happens to unanswered calls:
- Ring time and call forward ring time: how long the phone rings before the call falls through.
- Failover destination: where unanswered or failed calls go, such as voicemail, another extension or a ring group.
This means that even if a person never sets up forwarding themselves, their calls still end somewhere useful.
Ring groups and forwarding
When an extension is a member of a ring group, its personal forwarding could pull a team call away to someone’s mobile. Voxdial ring groups have an option to ignore call forward settings, so a sales or support group call stays with the team at their desks. Set this on groups where calls should be answered inside the office.
Do not disturb
Do not disturb (DND) is the opposite of forwarding: instead of sending calls somewhere else, it stops your phone from ringing. On Voxdial, DND is one of the feature codes, so staff can turn it on from their phone during a meeting or a consultation. Calls then follow the extension’s failover destination, which is usually voicemail.
Two good habits make DND work in an office:
- Make sure every extension has a failover destination, so DND never means a lost call.
- Use busy lamp field keys on IP phones so reception can see who is unavailable before transferring.
Forwarding to a mobile
Forwarding to a mobile is the most common request, and the one most likely to go wrong. A mobile that is switched off, out of coverage or already busy will send the call to its own voicemail, and the caller leaves a message nobody in the office will see.
For people who are often away from their desk, follow me is usually a better choice than plain forwarding. Follow me rings the desk phone first, then the mobile, and can ask the person answering to press a key to accept the call, so the mobile’s voicemail cannot take it. Read ring groups and follow me for how to set it up.
Call cost: forwarding is an outgoing call
When the PBX forwards a call to an outside number, it makes a new outgoing call on your SIP trunk or PRI line. That has two consequences:
- Cost: the forwarded leg is billed to you like any other outgoing call, even though the caller dialled you.
- Capacity: one forwarded call uses two channels on your trunk, one for the incoming call and one for the outgoing leg.
If many staff forward to mobiles at the same time, plan your trunk channels for it, and decide who should be allowed to forward to outside numbers at all. Our guide to controlling your office phone bill covers call restrictions in more detail.
A simple forwarding policy
- Every extension has a failover destination, normally voicemail to email.
- Staff use no-answer forwarding to a colleague or ring group during the day.
- Managers and field staff use follow me with call confirmation instead of forward-all to a mobile.
- Team ring groups ignore personal forwarding.
- Reception can see who is on DND before transferring.
- Unconditional forwarding is turned off when staff return, and checked weekly.
BitVoice sets up forwarding, DND and failover for every user as part of a Voxdial IP PBX installation. Talk to our team to plan yours.
FAQs
What is call forwarding on a business phone system?
It is a PBX feature that redirects calls for an extension to another destination, such as a colleague, a ring group, voicemail or a mobile number.
How do staff turn call forwarding on and off?
On Voxdial IP PBX, staff use feature codes from their own phone. The administrator chooses which codes are enabled and can customise them.
What is the difference between call forwarding and do not disturb?
Call forwarding sends calls to another number. Do not disturb stops your phone ringing, and calls follow your extension’s failover destination, such as voicemail.
Does forwarding a call to a mobile cost money?
Yes. The PBX makes an outgoing call to the mobile on your trunk, which is billed like any outgoing call and uses an extra channel.
