Call forwarding in case of no answer allows you to redirect incoming calls to another number or user if the initial call is not answered. In this guide, you’ll learn how to set up call forwarding and understand its behavior across different scenarios.

Set up call forwarding in case of no answer

1. Set up call forwarding from the WebApp

Configure your account to easily route missed calls to the right destination.

1. Go to your Ringover account.

2. Go to the calls settings.

3. Go to the "Call forwarding" section.

4. Select the type of call forwarding ("Only missed calls" or "All calls").

5. Select the destination (a user, an IVR, a group, or an external number).

2. Understand call forwarding behavior

Depending on the destination you choose, the system will handle email notifications and subsequent transfers differently.

Forwarding to another user

When user A forwards a call to user B in case of "Only missed calls":

• Neither answers: User A receives an email notification for the missed call; user B is not notified.

• Goes to voicemail: The unanswered call transfers to user B. If user B doesn't answer, it returns to user A's voicemail. User A gets an email notification; user B does not.

• User B answers: Neither user A nor user B receives an email notification.
• Double forwarding (B to C): Only one forward is allowed, so the second transfer will not be effective. User A gets an email notification; user B does not.

Forwarding to a group

When transferring a call to a group:

• User A will have the records of missed calls, but the group members will not.
• If answered by a group member, that member will have the record of the answered call, while User A will see a missed call in their log.

Forwarding to an IVR or external number

• IVR (Call Center): Email notifications are managed exclusively by the call center.
• External number: User A will be notified by email about the missed call or interaction with the voicemail.

3. Manage queues when all users are busy

Ensure you understand queue behaviors to prevent lost communication.

When all users are occupied, an incoming call is placed in a queue. If the caller hangs up before reaching the top of the queue, it creates a missed call that is not signaled to any user.

To reduce these hidden missed calls, it's recommended to increase the number of available users for call handling.

🎉 You now know how to set up call forwarding and can easily manage your incoming calls when unavailable!