What is call forwarding?
Call forwarding sends an incoming call from one phone number on to another number or device, either always or only under set conditions.
Common types
- Unconditional: every call goes to the other number.
- When busy: calls forward only if the line is in use.
- No answer: calls forward after the phone rings for a while without being picked up.
- Unreachable: calls forward when the phone is off or has no signal.
Some systems also forward to several numbers at once or in turn, so whoever is free can answer.
Why it matters for sales teams
Prospects often call back the number that called them. If that number rings nowhere, the callback is lost. Forwarding callbacks to the rep's phone, or to a shared team line, turns a missed call into a conversation with someone who chose to call.
Forwarding also helps when reps are away from their desk, out of hours or between shifts, so inbound calls still reach a person or a voicemail box that someone checks.
Call forwarding vs call routing
Call forwarding moves calls from one number to another. Call routing is the wider set of rules that decides where any call goes, including menus, queues and ownership.