Overview

You can enable the call forwarding feature for an employee to automatically redirect incoming calls to a valid phone number (landline or mobile) or a SIP URI. This article describes the process of enabling and setting up this feature through the WHC Business Portal. 

• Administrator setting up Call Forwarding for an employee.
• Employee setting up their own Call Forwarding feature.

Prerequisites

• Access to the Business Portal.

Solution

Administrator

<supportagent> To access the customer's business portal:

1. Log into the Business Portal.
2. Navigate to the Companies section.
3. Search for the customer by Company Name.
4. Click on the Select option for the company in the results section.

</supportagent>

To access the employee's Call Forwarding settings:

1. In the Business Portal, go to the Employees tab.
2. Locate the employee and click on Select.
3. Navigate to Features.
4. Click on Configure for the Call Forwarding feature under the Call Control section.
   
5. Continue to step 3 of the Employee section.

Employee

1. In the Business Portal, go to the Features tab.
2. Click on Configure for the Call Forwarding feature under the Call Control section.
   
3. On the Call Forwarding page you can configure the following settings:
   • Always Settings: To always redirect all calls, click on the Always Forward Calls checkbox and enter a valid number or SIP URI to forward all calls to in the Forward To field. To be alerted when a call is forwarded, click on the Play Ring Reminder When Forwarding checkbox.
   • Busy Settings: To only redirect calls when busy, click on the Forward Calls When Line is Busy checkbox and enter a valid number or SIP URI to forwards calls when the line is busy in the Forward To field.
     A user is considered busy when there are too many active calls or a feature makes the user appear busy to the caller. 
   • No Answer Settings: To redirect calls whenever an incoming call is not answered for a specified number of rings, click on the Forward Calls When There Is No Answer checkbox, enter a valid number or SIP URI to forward calls to when the line is not answered in the Forward To field, and select the Number of Rings required before the call is forwarded.
   • Not Reachable Settings: To redirect calls when the device you are using fails to respond to an incoming call request or is not registered with the service, select the Forward Calls When Line Is Not Reachable checkbox and enter a valid number or SIP URI to forwards calls to in the Forward To field.
   Note: If the number or SIP URI entered is not valid, the caller will receive a number unattainable tone or a network announcement.
4. Click on Save to save all changes made to the Call Forwarding configuration.

Testing

After all the changes in the Call Forwarding configuration have been saved, a success message will be displayed and the employee's incoming calls will be diverted to the specified number or SIP URI according to the call forwarding option enabled.