Overview

Administrators and users can easily configure the Call Forwarding feature in order for incoming calls to a specific user to be diverted to a different number.  This article describes the steps to accomplish this in two different scenarios:

• Administrator configuring Call Forwarding for a user.
• Employee configuring their own Call Forwarding feature.

Prerequisites

<supportagent>

• Access to the Parent Admin Portal.

</supportagent>

• Access to the Admin Portal if you are an administrator setting up Call Forwarding for a user.
• Access to the My Phone Next Portal if you want to set up Call Forwarding for your user.

Solution

Administrator

<supportagent>

To access the Admin portal as the customer:

1. Log into the Parent Admin Portal.
2. Navigate to Admin > Customer Service Tool.
3. Input the customer's name in the Customer field and press Enter.
4. If a match is found, the customer information is displayed. Click on the Access CAP option at the top.
   

</supportagent>

1. In the Admin Portal, navigate to the Users tab.
2. Search for the user using their first name, last name, or extension.
3. Select Actions and then the Edit option for the correct user in the results.
4. Navigate to the Call Forwarding tab.
5. Select the toggle button next to Call Forwarding to enable the feature.
6. Select one of the following options depending on when calls should be diverted:
   • Always: To forward all incoming calls.
   • When busy: To forward all incoming calls while the phone is in use or set to busy.
   • When no answer: To forward calls when the phone is not answered or the agent is away.
7. Set a number to forward the calls to in the field in front of the call forwarding option selected.
   

   Note: You can search for an internal number by clicking on the Set number field or enter an external number.

8. If you want to send the call to voicemail, enable the corresponding Send to Voicemail option.
   
9. If the When no answer option was selected,  set the number of rings before the call is forwarded to the specified number.
10. Click on Save.

End-User

1. Log in to the My Phone Next portal
2. Navigate to the Call Settings page.
3. In the Incoming Calls tab, locate Call Forwarding and click on the toggle button to the right to enable the feature.
4. Select one of the following options depending on when you want your calls to be redirected:
   • Always: To forward all incoming calls.
   • When buys: To forward all incoming calls while the phone is in use or set to busy.
   • When no answer: To forward calls when the phone is not answered or the agent is away.
5. Enter a valid phone number in the field in front of the call forwarding option selected.
   
   

   Note: You can search for an internal number by clicking on the Set number field or enter an external number.

6. If the When no answer option was selected, select the number of rings before the call is forwarded to the specified number.
7. To be notified when a call is forwarded, select the Use ring reminder option.
8. Click the Save button.

Testing

A success message will be displayed indicating the new settings have been changed. Once call forwarding has been set up, calls will be redirected to the specified number according to the call forwarding option selected.