Call forwarding: rules and setup scenarios
Call forwarding is one of the basic functions of a virtual PBX, which allows you not to miss customer requests and always stay in touch with them. Thanks to this feature, phone calls are automatically transferred to another number or voicemail. How forwarding works and why you need this service, we tell you today in our article.
- Numbers to forward
- Redirection rules
- Forwarding options
- Call forwarding for regular customers
- Why do you need redirection?
- How much does call forwarding cost?
Numbers to forward
Absolutely any employee of the company can enable call forwarding, even without special technical knowledge. To do this, simply go to the virtual PBX interface and select the number for which call forwarding is configured. The setting can be enabled for a single company number or any extension number that can be assigned to a specific employee or department.
There are no restrictions on the numbers and phones to which calls are forwarded. A call can be forwarded to:
- another extension number;
- employee’s personal mobile phone;
- the company’s duty city number;
- a group of extension numbers for one department;
- voicemail of an organization or employee.
It is important to note that if a call is transferred “outside”, to a number not included in the corporate virtual PBX, you have to pay as for an external outgoing call. In the case of redirection within the company, calls are not charged.
Redirection rules
The call forwarding rules are configured iceland phone number list and changed depending on various factors and parameters: the company’s work schedule, the subscriber’s status, whose number the client is calling, the workload of specialists, etc.
- Time interval. You can enable a time interval when call forwarding will work, for example, after 21:00 Moscow time there are no employees on duty, so all calls go to voicemail.
- Employee status. Call forwarding is enabled “always” because the employee is on vacation, or only if their extension is busy or no one answers.
- The specialist’s workload. In this case, you can set up different call forwarding scenarios: sequentially based on the number of calls already processed, to a specific employee, or to everyone at the same time.
The settings can be changed at any time. At the same time, it is possible to make exceptions for internal calls, i.e. enable call forwarding only when an external call is received from a client.
For more information on setting up call forwarding, watch our video tutorial
Forwarding options
Additionally, you can set up a call processing scenario or strictly forward each call to a specific number. Several forwardings are possible:
- Conditional redirection (according to the scenario). This option is used when it is necessary to precisely and effectively regulate the workload of managers, for example, to reduce unprocessed calls during non-working hours, accept why Bulk sms marketing works: benefits and use cases applications on weekends and holidays. This option is especially effective for companies offering different goods and services.
- Unconditional call forwarding. This configuration option allows you to redirect the flow of incoming calls to one specified number, for example, to the phone number of a single call center or a responsible specialist who answers calls outside of working hours.
Unconditional call forwarding is often used by companies to handle international calls . In this case, the virtual PBX automatically determines the country cz lists code from which the call was received and forwards the call to the operator responsible for this direction and who knows the corresponding foreign language.
Call forwarding for regular customers
If the client has already contacted the company and their phone number is entered into the corporate CRM system, then smart call routing can be connected. To do this, it is necessary to integrate a virtual PBX and the existing customer relationship management system. Thanks to the combination of business applications, calls are automatically transferred to the responsible employees specified in the client card.
This setting is relevant for those companies that have established call history records, and maintain customer and partner cards. As a rule, smart routing is required by those companies that have a constant flow of customers: banks, online stores, delivery services, booking services, medical centers. You cannot do without smart routing of calls to mobile operators and Internet providers, as well as any other companies that have customer support departments.
Why do you need redirection?
Call forwarding is effective not only in the case of a large number of calls and communication with clients outside of working hours. This service is also indispensable if the company does not have a physical office, and customer calls need to be transferred from a single company number to employees’ mobile phones. Organizations also actively use call forwarding to connect clients with different departments: sales, marketing, service, claims service, security department, etc.
