Call forwarding
What is Call forwarding?
Call forwarding redirects an incoming call from its original number to another number or destination — a mobile phone, a colleague's extension, or voicemail — either always-on, only when the original line is busy or unanswered, or conditionally based on a schedule. It's a basic PBX and cloud-phone feature that keeps a call reachable when the intended recipient isn't at their desk, without the caller needing to know or dial a different number themselves.
More detail
Common forwarding conditions include unconditional (every call), busy (only when the line is already in a call), no-answer (after a set number of rings), and scheduled (based on business hours).
Forwarding to an external number, such as a personal mobile, typically still passes through the original caller ID so the recipient sees who originally called rather than an internal transfer number.
Frequently asked
- What's the difference between always-on and conditional call forwarding?
- Always-on (unconditional) forwarding redirects every call immediately with no attempt to ring the original line first; conditional forwarding only redirects when a specific condition is met, such as the line being busy, unanswered after several rings, or outside business hours.
- Does the caller know their call was forwarded?
- Not usually — the call typically rings through to the forwarded destination transparently, preserving the original caller ID, so the recipient sees who called without either party needing to take any extra step.
See also
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