Creating a centralized phone system with call forwarding to external numbers streamlines call management by routing incoming calls to the most appropriate destination based on your business needs.

Forward calls to an external call center

1. Access your IVR scenario

Open your interactive voice response scenario settings to locate the queue management options.

Go to your IVR's page.
Click on 'Edit' next to the IVR standard you want to configure.
Select the scenario you want to modify.
Click on the gear icon next to that scenario to open its settings.

To forward calls to an external number, you must have outbound calling credits on your account :

⚠️ If calls are not being transferred successfully, first check your account credits. Insufficient credits can prevent calls from being routed correctly. Contact Ringover support to add credits to your account if needed.

2. Set up the redirection to your external call number

Now, configure the redirection path within your active IVR menu.

Go to the IVR menu.
Click on the gear icon.
Go to "Redirect to".
Select "External phone number".
Add the external phone number.
Click on Add.

Check those articles about the call forwarding :

💡 You'll then need to create a greeting for your voice menu, in which you indicate to your callers which keys to press to continue (🔗 How to create a audio message in your IVR)

💡 Pro tip: Ringover offers flexibility in IVR configurations. You can set up an IVR with a number from one country (e.g., South Africa) while having agents with login profiles and numbers from another country (e.g., UK). This allows for global call handling regardless of geographic location.

🎉 You now know how to set up call forwarding to an external phone number on Ringover and can ensure that your customer service is always reachable!