Getting Started with Call Forwarding

Call Forwarding redirects incoming calls to another number, giving you the flexibility to receive calls anywhere.  With Call Forwarding, it is possible to determine when your calls need forwarding, and the destination phone number incoming calls need to be forwarded to.  Additionally, it is possible to forward calls according to a schedule.

Are you out on a holiday?  Call Forwarding Selective can forward calls specific to that holiday, and ensure that the forwarding automatically deactivates when the holiday is over.

Are you out of the office for the day?  Call Forward Always will forward calls to your mobile device or other location.  Just turn off the feature when you are ready to have calls route back to your office phone.

Are you busy on the phone?  Call Forward When Busy forwards calls to another number to ensure that your calls are received the way you want.

Call Forwarding can be applied to Users, Call Centers, Call Groups and Auto Attendants.  Below, we have outlined the different Call Forwarding options available. Click on the headline to be redirected to how to configure the Call Forwarding feature desired. 


For instructions on how to set up Call Forwarding, select one of the following: 

Call Forward Always

Call Forward Always automatically forwards all incoming calls to a different phone number. When a User is out of the office or goes on vacation and would still like to receive all of their phone calls, Call Forward Always will forward calls to the desired phone number until the feature is disabled.

Call Forward Selective

Call Forward Selective forwards certain incoming calls (which you specify) to another phone number under predetermined conditions.  This feature is great if you have certain calls you would like to route to a specific number.  Additionally, Call Forward Selective allows you to set up forwarding for predetermined holidays and events, giving you the flexibility to ensure calls forward on a schedule you choose.

Call Forward When Busy

Use Call Forward When Busy to forward all of a User’s incoming calls to a different phone number when Call Waiting is disabled and they are on another call, or the User’s phone is set to Do Not Disturb.  In a Do Not Disturb state, your phone status is busy.  Call Forward When Busy allows incoming calls to reach someone else, or forward to a different voicemail deposit, where messages can be retrieved at a more convenient time, or by another member of the team.

Call Forward When Unanswered

Call Forward When Unanswered forwards all of a User’s incoming calls to a different phone number if 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 to voicemail.  When the specified number of rings is met, Nextiva automatically forwards the incoming call to another phone number or extension.  Only unanswered calls are forwarded when Call Forward When Unanswered is activated.

Call Forward When Unreachable

Call Forward When Unreachable forwards incoming calls to another phone number or extension when your phone is offline.  This typically happens when your Internet becomes unavailable, or your power goes out.  You can set up Call Forward When Unreachable for individual Users, as well as Call Groups and Call Centers.

Location Forwarding

Location Forwarding allows all calls to all Users within a Location to be forwarded to another phone number or extension. If desired, you can override the Location Forwarding functionality to route calls to Users as normal. Please contact our amazing support team at support@nextiva.com if you would like to set up Location Forwarding.

Updated on May 21, 2019

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