Call forwarding to an external call center on Ringover allows you to manage your communications efficiently. In this guide, you’ll learn how to set up this routing to reduce costs, improve customer service, and ensure that all calls are handled, even during peak times or outside business hours.

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.

1. Go to your IVR's page.
2. Click on 'Edit' next to the IVR standard you want to configure.
3. Select the scenario you want to modify.
4. 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 :

• 🔗 How to add credits
• 🔗 How to manage my credits, licenses and invoices

Before setting up call forwarding, ensure that your phone numbers are linked to your IVR : 

• 🔗 How to assign a number to your IVR

2. Set up the redirection to your external call center

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

1. Go to the IVR menu.
2. Click on the gear icon.
3. Go to "Redirect to".
4. Select "External Call".
5. Add the phone number of your external call center.
6. Click on Add.

Important guidelines for external call center routing:

• Always set the external call center redirection as the final step in your call routing path

• For external number redirections, the recipient may need to press '1' to accept the call

• Always use the specific 'redirection to external call center' option for call center redirections

• Disable 'pre_answer' for smart routing to avoid connection issues

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