Call Routing (Forwarding)

Setting Up Call Routing

1. Visit https://portal.voiceflow.com.au and enter your user-level credentials.

2. From the Voiceflow User Dashboard, click on the pencil icon in the Call Routing box.

3. Add forwarding numbers, enable or disable the features and click save.

Call forwarding options

Call Forward

Call Forward automatically forwards all incoming calls to a specified phone number. For example, when a User is out of the office or goes on holiday and would still like to receive all phone calls, Call Forward will forward calls to the desired phone number until the feature is disabled.

Call Forward – On Busy

Use Call Forward On Busy to forward all incoming calls to a specified phone number when Users are on a call and Call Waiting is disabled on the handset, or when the User’s phone is set to Do Not Disturb. Call Forward When Busy allows incoming calls to reach someone else, or be forwarded to a different voicemail, where messages can be retrieved at a more convenient time or by another team member.

Call Forward – No Answer

Call Forward No Answer forwards all incoming calls to a specified phone number if they are not answered within a specific number of rings. This is a great feature if the user prefers calls to be answered by a receptionist, assistant, or co-worker, rather than go straight to voicemail. When the specified number of rings is met, Voiceflow automatically forwards the incoming call to another phone number or extension. Only unanswered calls are forwarded when Call Forward No Answer is activated.

Call Forward – Not Registered

Call Forward Not Registered forwards incoming calls to a specified phone number or extension when the phone is offline. This typically happens when the Internet becomes unavailable or when the power goes out.