Call Forwarding: How It Works and How to Use It

Have you ever wished you could clone yourself for a day, just so you don’t miss an important customer call?

That’s basically what call forwarding does. It takes calls coming into one number and quietly sends them to another phone so your customer never feels like they reached a dead end.

If you use any of the Nigerian telco network, you’ve probably seen that little “call forwarding active” notification and wondered what you turned on by mistake.

Maybe you even tried setting up call forwarding on MTN once, or played with call divert settings, then had no idea how to cancel call divert when calls started going somewhere else.

When it is set up properly, call forwarding works like a personal assistant for your business line, making sure someone is always there to pick up.

But when calls slip through the cracks, whether because of poor configuration, network issues, or simply being unavailable, the impact goes beyond a missed conversation.

Those missed calls can hurt your business reputation by making you seem unreliable or unresponsive in the eyes of potential clients or customers.

 

What is Call Forwarding?

Call forwarding is like having a personal assistant for your phone calls. It lets you send incoming calls to a different number. So, if you’re busy, on another line, or can’t pick up, your calls will still get answered. It’s like your phone saying, “I’m a bit tied up, but I’ll make sure your call gets through.”

 

Benefits of Call Forwarding For Businesses

• Always available: No more missed opportunities or worried clients.

 

• Work smarter, not harder: Stay connected even when you’re out of the office.

 

• Customer service hero: Give your callers the attention they deserve.

 

• Improved Customer Service: For a small business, simple call forwarding can feel like magic, but there is a limit to how much you can do by just diverting from one line to another. At some point, you will want a customer service phone system with smart call routing, so calls are not just forwarded blindly but actually reach the right person on your team.

 

• Increased Professionalism: Implementing a system that redirects calls can give a small business a more polished and professional appearance. It helps avoid missed calls and ensures that callers are directed to the appropriate person. This practice enhances the business’s image and makes it appear more dependable.

 

• Enhanced Team Collaboration: Distributing incoming calls among team members allows customers to receive assistance promptly and efficiently by connecting them with the appropriate individuals. This approach enhances team collaboration, as everyone shares the responsibility of responding to calls.

 

 

 

How Call Forwarding Works

Think of it like this: when someone dials your number, your phone checks if you’ve set up call forwarding. If you have, it acts like a switchboard operator, redirecting the call to another number you’ve chosen. Easy peasy.

 

Forwarding Calls to Another Number with PressOne

When done wrongly, call forwarding can cost you business. You could have customer calls redirecting to a wrong number or just going into voicemail. In situations like this, you’d need to find ways to cancel call forwarding using any of the short codes or tweaking your phone’s settings.

This brings us to one of the dangers of using your personal number for your business.  With PressOne, you get a business phone number with endless possibilities. Part of these possibilities include forwarding your calls to a preferred number to increase your availability to potential customers.

Never miss a sale, or a customer, give your callers the attention they deserve. You also get access to other amazing business features like: Call analytics, call tracking, call routing/IVR, call recording, call notes and many more!

 

Types of Call Forwarding

• Unconditional: Every single call gets forwarded, no questions asked.
• Conditional: Calls only get forwarded if you’re busy, can’t answer, or your phone’s out of reach.
• Scheduled: You set specific times for calls to be forwarded. This is perfect for after-hours, or when you know you’ll be in meetings.

 

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Step-by-Step Guide on How to Set Up Call Forwarding

Now that you’re in on the secret, let’s get it working for you. Don’t worry, it’s easier than you might think.

 

How to Activate Call Forwarding on Your Mobile:

Whether you’re Team Android or rockin’ a classic feature phone, the steps are pretty similar:

1. Open Your Phone App: You know, the one you use for making calls.
2. Head to Settings: Look for a gear icon or a menu with three dots.
3. Find Call Settings: It might be under “Call Settings” or “Supplementary Services.”
4. Activate: You’ll usually see options like “Always Forward,” “Forward When Busy,” “Forward When Unanswered,” or “Forward When Unreachable.” Choose the one that suits you best.
5. Enter the Forwarding Number: This is the number where you want your calls sent.
6. Save Your Settings: And you’re done.

 

Special Instructions for iPhone Users:

1. Go to Settings: You know the drill.
2. Tap on Phone: It’s that green icon with a phone receiver.
3. Select Call Forwarding: Easy peasy.
4. Toggle On: It will turn green.
5. Enter the Forwarding Number: The number you want your calls sent to.
6. Tap Back: That’s it! Your iPhone is now forwarding calls.

 

How to Activate Call Forwarding on Nigerian Networks (MTN, Airtel, Glo, 9mobile)

Here’s a quick guide for setting up on popular Nigerian networks:

• MTN: Dial **21*[phone number]*11# and press the call button. 
• Airtel: Dial **21*[phone number]# and press the call button.
• Glo: Dial **21*[phone number]# and press the call button.
• 9mobile: Dial **21*[phone number]# and press the call button.

 

Getting Started with PressOne:

Ready to experience the power of PressOne? It’s super easy to set up, and you’ll unlock a whole suite of awesome communication tools in the process.

 

• Get Started: Head over to the PressOne website and click on “Get Started.”

• Fill in Your Details: Let us know your first and last name, work email, and phone number. We need this info to create your account and make sure you’re a real person. Don’t worry, we respect your privacy and will handle your data carefully (check out our Privacy Notice for the deets).

• Tell Us About Your Business: Share your business name, country of operation, and your role (like business owner, manager, etc.). This helps us tailor your experience and recommend the best features for your needs.

• Select Your Preferences: Let us know how many callers or receivers you typically have. If you make international calls, let us know, and you can even get an international number.

• Welcome to Your Dashboard: Once you’ve completed these steps, you’ll gain access to your PressOne dashboard. This is your control center for all things communication.

• Setting Up: Locate the settings for call redirection within your dashboard (usually found under “Call Settings” or “Features”). Select the type of redirection you prefer (always redirect, redirect when busy, etc.). Enter the destination number for the incoming calls. Save your changes, and the setup is complete.

 

Bonus Features You’ll Love:

Along with forwarding, you’ll get access to a bunch of other handy features like:

• Automated Greetings: Give your callers a warm welcome with personalized messages.
• Call Routing: Direct calls to specific teams or individuals based on your rules.
• Call Transcription: Get written summaries of your calls for easy reference.
• Call Recordings: Never miss a detail of important conversations.
• Call Integrations: Connect PressOne with your other business tools for a seamless workflow.
• Call Analytics: Gain valuable insights into your call patterns and customer interactions.
• Call Notes: Jot down important details during or after a call.

 

How to Know if Your Call is Being Forwarded

Ever called someone and had a sneaking suspicion the call wasn’t going straight to their phone? There are a few telltale signs that your call might be taking a detour:

• The Quick Beep: Often, you’ll hear a brief beep or tone right after you dial the number. This is a pretty common indicator of call forwarding. It’s like your phone saying, “Hold on a sec, I’m redirecting this call.”

 

• The Announcement: Some phone systems or carriers might play a short message before the call connects. It could say something like, “The person you are calling has forwarded their calls.” This is a dead giveaway that your call is being forwarded.

 

• The Ringback Tone: If the ringback tone sounds different from what you usually hear when you call that person, it’s a possible sign of forwarding. This is because the call might be going through a different network or carrier.

 

• The Delay: Sometimes, there might be a slight delay between when you dial the number and when the phone starts ringing on the other end. This can happen if the call is being routed through multiple servers or networks during the forwarding process.

 

• The Caller ID: In some cases, the caller ID might display the original number you dialed, even if the call is forwarded. However, some forwarding services might show the forwarding number instead.

 

• The Voicemail Greeting: If you’re sent straight to voicemail without any ringing, and the voicemail greeting is different from the person’s usual greeting, it could be a sign that their calls are being forwarded.

 

 

Common Use Cases

Here are just a few ways call forwarding can save the day:

• Remote Work: Answer work calls on your personal phone while lounging by the pool.

 

• Business Travel: Never miss a client call, even if you’re stuck at the airport.

 

• After-Hours Support: Forward calls to your on-call team so customers always get help.

 

• Personal Use: Send calls to your partner’s phone if you can’t find yours.

 

• Departmental Call Routing: Call forwarding can direct calls to specific departments like sales, support, or billing. This way, customers reach the right department quickly and get the help they need without being transferred multiple times.

 

• After-Hours Support: Call forwarding ensures customer calls are handled even after regular business hours. This means customers can get support at any time, which can be very important for building trust and satisfaction.

 

• Emergency Call Handling: Call forwarding can ensure that urgent calls are answered promptly, even if the primary line is busy or unavailable. This helps in handling emergencies efficiently and ensures no important calls are missed.

Call forwarding is a great quick fix when you are small, but once calls start coming in back to back, you will need a call center software with call queues and smart routing so customers do not just bounce from one ringing phone to another.

 

Pros and Cons of Using Call Forwarding

Like any superhero, call forwarding has its strengths and weaknesses. Let’s take a closer look so you can make the most of its powers.

 

The Upsides:

• Always On, Always Connected: No matter where you are or what you’re doing, you’re reachable. Missed calls are a thing of the past.
• Productivity Boost: Never miss important business calls, even when you’re out of the office.
• Happier Customers: Your clients and customers will appreciate your prompt responses and availability.
• Work-Life Balance: You can finally step away from your desk without the fear of missing out.
• Pocket-Friendly: Some forwarding services are free or very affordable, saving you money on additional phone lines or services.

 

The Downsides (Don’t Worry, They’re Manageable):

• Call Charges: Depending on your carrier and plan, you might incur charges for forwarded calls. It’s always a good idea to check with your provider.
• Privacy Concerns: If you’re forwarding calls to a shared or public phone, be mindful of the information being discussed.
• Technical Hiccups: Sometimes, it might not work perfectly due to network issues or incorrect settings. But don’t worry, troubleshooting is usually easy (more on that later).

 

Tips and Best Practices

• Spread the Word: Let your colleagues, clients, or family know when you’ve activated call forwarding. It’s a simple courtesy that can save them from confusion.

 

• Keep It Fresh: Regularly review and update your call forwarding settings. Make sure they still align with your needs and schedule.

 

• Test It Out: Give it a test run! Call your own number to make sure the forwarding is working as expected.

 

• Training and Onboarding: It’s important to train all team members on how to use call forwarding. Make sure everyone knows how it works and how to set it up. This ensures that calls are handled smoothly and efficiently.

 

• Establishing Call Forwarding Protocols: Create clear guidelines for when and how to use call forwarding. This helps ensure that everyone is on the same page and uses call forwarding in a consistent and efficient way.

 

• Monitoring and Reporting: Use call forwarding analytics to track call volume and identify peak hours. This information can help you optimize call routing strategies, ensuring calls are answered promptly and efficiently.

 

• PressOne Perks: With PressOne, you can easily manage your call forwarding settings in one convenient place. Plus, you can set up custom greetings and even track your forwarded calls to gain valuable insights.

 

Troubleshooting Common Call Forwarding Issues

If you’re having trouble with call forwarding, don’t panic. Here are some common issues and how to fix them:

 

• Calls Aren’t Forwarding: Double-check your settings to make sure you entered the correct forwarding number and chose the right forwarding type.

 

• Getting an Error Message: This could be due to network issues or incorrect settings. Try restarting your phone or contacting your service provider.

 

• Poor Call Quality: If the forwarded call sounds fuzzy or choppy, it could be a network issue. Try moving to a location with a better signal or switching to Wi-Fi calling.

 

• Call Volume Management: Handle high call volumes by using call forwarding and other tools. For example, you can forward calls to different team members or departments to ensure no one gets overwhelmed and all calls are answered quickly.

 

• Multiple Lines and Extensions: Set up call forwarding for multiple lines and extensions so that all calls are answered promptly. This ensures that whether a customer calls the main line or a specific extension, they will always reach someone who can help.

 

Remember, call forwarding is a powerful tool that can simplify your life and improve your communication. By following these tips and tricks, you can harness its full potential and never miss an important call again.

 

Wrapping Up

Call forwarding is like having a trusty sidekick for your phone—it steps in when you can’t and ensures that you never miss an important call.

Whether you’re a busy professional, a frequent traveler, or just someone who wants more control over their calls, call forwarding is a game-changer.

From boosting your productivity to improving customer service, the benefits are endless. And with the simple steps we’ve outlined and the handy tips we’ve shared, you’re now equipped to become a call forwarding pro.

 

Ready to Take Control of Your Calls?

If you’re ready to experience the convenience and peace of mind that call forwarding offers, we invite you to explore PressOne’s powerful call forwarding features.

With our intuitive platform, you can easily customize your settings, track your forwarded calls, and ensure that you’re always connected.

Try PressOne today and discover how call forwarding can transform the way you communicate.

Bonus Tip: Don’t forget to share this guide with your friends and colleagues. After all, sharing is caring, and everyone deserves the magic of call forwarding.

 

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