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Forward Calls to a Phone Number

Updated: 1/4/2025 3:25 AM

Forward incoming calls to an outside phone number or any phone number or extension on your account.

Calls forwarded to phone numbers not included in your plan may be subject to additional charges.

IMPORTANT NOTES:

  • If you use the Vonage Mobile App on your mobile phone, do not forward calls to that phone number as it results in two incoming calls at the same time, where the call is immediately sent to the voicemail of your mobile phone.
  • If you want to forward calls to your personal mobile phone after hours, use the Virtual Receptionist. 
Set Up by Super User or Account Administrator
  1. Sign in to the Admin Portal.
  2. Click Phone System, then click Extensions.
  3. Hover over the extension you want to manage and click the Pencil icon.
  4. Click Call Forwarding, then toggle Forward Calls to enabled.
  5. Select Send To Ext. or Number and then set options:
     
    Forward All My Calls ToSelect an extension from the menu or click the Add New Number button to enter an outside number to receive forwarded calls.

    NOTE: You can delete an entered phone number from the selection menu by clicking the Trash icon next to it.
    Use Caller IDSelect a Caller ID option:
     
    Originating Caller IDDisplays Caller ID information of the person who calls.
    Number on AccountSelect a number on your account to display as Caller ID.

    NOTE: For internal forwarding (extension to extension), the Caller ID shows the originating number regardless of the Caller ID option selected. 
  6. Click Save.
Set Up by End User
  1. Sign in to your Online Account.
  2. Click the Avatar Avatar, then click Settings.
  3. Click Call Forwarding and then mark the option for Forward All Calls.
  4. Enter a phone number or select an extension to receive forwarded calls.
  5. Select a Caller ID option:
     
    Originating Caller IDDisplays Caller ID information of the person who calls.
    Number on AccountSelect a number on your account to display as Caller ID.
  6. Click Save.
Turn Off Call Forwarding
Super User or Account Administrator Steps
  1. Sign in to the Admin Portal.
  2. Click Extensions.
  3. Hover over the extension associated with Call Forwarding and click the Pencil icon.
  4. Click Call Forwarding and then toggle the Forward Calls option to disabled. 
  5. Click Save.
End User Steps
  1. Sign in to your Online Account.
  2. Click the Avatar Avatar, then click Settings.
  3. Click Call Forwarding and then select one of the other options, such as Voicemail, Follow Me, or Simultaneous Ring. 
  4. Click Save.
Troubleshoot Call Forwarding

If the Call Forwarding feature is not working as expected:

  • Verify that call forwarding is active and the desired extension or forwarding phone number has been correctly entered.
  • If forwarding calls to another Vonage Extension, confirm that the phones associated with the Extension are properly registered through Vonage. Unregistered devices may cause issues. See Device Registration for details or to confirm registration status:
     
    1. Sign in to the Admin Portal.
    2. Click Phone System, then Devices.
    3. Click View Registration/Provisioning Status.
  • When forwarding calls to VBC extensions or phone numbers, check the settings for the extension as well as each phone to ensure they are correctly entered and there are no features enabled, such as Call Forwarding, Do Not Disturb, or voicemail, that may interfere with the call or cause it to be answered unexpectedly.
  • If forwarding calls to a phone number from another service (such as a cell phone), check the settings (such as voicemail and call forwarding) for those services.
  • Make test calls to the extension or phone number to which calls are being forwarded and ensure they ring properly when called.

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