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Call Forwarding

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Overview

Call Forwarding in your Virtual-Call Cloud PBX allows you to automatically redirect incoming calls to another destination. You can configure forwarding rules separately for internal and external calls—for example, permanently redirect all calls, forward unanswered calls to voicemail, or send busy calls to another extension.

Prerequisites

  • Administrator access to the Virtual-Call Cloud PBX
  • At least one configured extension

Configuring Forwarding Rules

Call forwarding is configured per extension in the Presence tab. You can set different rules for internal and external calls.

  1. Navigate to Extension and Trunk → Extension.
  2. Click Edit next to the desired extension.
  3. Open the Presence tab.
  4. Scroll to the Call Forwarding section.

callforward-rules-en.png

Available Forwarding Options

The following options are available for both internal and external calls:

Option Description
Always All incoming calls are immediately redirected to the configured destination without the phone ringing. Suitable for permanent redirections, e.g. during a leave of absence.
No Answer The call is forwarded if it is not answered within the configured ring timeout. By default, unanswered calls are forwarded to voicemail.
When Busy The call is forwarded when all endpoints of the extension are busy. By default, these calls are also forwarded to voicemail.

For each enabled option, select the desired forwarding destination from the dropdown menu. Available destinations include:

  • Voicemail
  • Extension (another extension number)
  • Ring Group
  • Queue
  • IVR (voice menu)
  • External Number
Tip: You can handle internal and external calls differently. For example, forward unanswered internal calls to a colleague while routing external calls to voicemail.
Important: Call forwarding is configured per presence status. This means you can set different forwarding rules for each status (available, away, business trip, etc.). When a user switches their presence status, the corresponding rules are automatically applied. For more information, see the article “Presence Status & Availability”.

Configuring Busy Behavior

In addition to the forwarding rules, you can configure how the extension handles busy endpoints in the Features tab. This affects when the busy forwarding rule is triggered.

  1. Navigate to Extension and Trunk → Extension → Edit.
  2. Open the Features tab.
  3. Scroll to the Call section.

callforward-call-settings-en.png

Setting Description
All Busy Mode for All Endpoints When enabled, if one of the extension's endpoints is busy, new incoming calls on all other endpoints are also treated as busy and forwarded to the busy destination. This prevents the call from ringing on another device while the user is already on a call.
All Reject Mode for Endpoints When enabled, if one endpoint rejects an incoming call, all other endpoints of the extension stop ringing. The call is forwarded to the busy destination.
Note: These settings only affect incoming calls. Outgoing calls are not affected.

Feature Codes for Call Forwarding

Users can also enable or disable call forwarding directly from their phone using feature codes (dial codes), without logging into the web portal.

callforward-featurecodes-en.png

Function Enable Disable
Forward All Calls *31 *031
Forward When Busy *32 *032
Forward on No Answer *33 *033
Tip: Feature codes can be customized or disabled by the administrator under Call Features → Feature Codes.

Common Scenarios

Scenario 1: Out of Office

You want to redirect all calls to a colleague while you are on vacation:

  1. Under Presence → Call Forwarding, Always enable for both internal and external calls.
  2. Select the colleague's extension as the destination.
  3. Click Save.

Alternatively, dial *31 on your phone to quickly enable unconditional forwarding.

Scenario 2: Missed Calls to Voicemail

External calls should go to voicemail when unanswered, while internal calls should be redirected to a colleague:

  1. Under External Calls → No Answer, set the destination to Voicemail.
  2. Under Internal Calls → No Answer, set the destination to the desired extension.
  3. Click Save.

Troubleshooting

Issue Cause Solution
Calls are not forwarded despite the rule being enabled Forwarding may only be configured for internal or external calls, but not both Verify that the rule is enabled for both internal and external calls
Busy forwarding does not work The “All Busy Mode” option is not enabled, so the extension is only considered busy when all endpoints are simultaneously in use Enable All Busy Mode for All Endpoints under Features → Call
Calls keep ringing on other devices after rejecting on one The reject mode is not enabled Enable All Reject Mode for Endpoints under Features → Call

Best Practices

  • Set up at least a no-answer forwarding rule for every extension to ensure no call goes unanswered.
  • Enable “All Busy Mode” for users with multiple endpoints (desk phone and UC Client) to ensure consistent behavior.
  • Inform your team about the feature codes so employees can manage forwarding directly from their phones when needed.
  • Remember to disable unconditional forwarding (Always) after returning—or use the code *031 for quick deactivation.

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