How to roll over calls to another phone number when not answered?

Problem

You want to know how to forward calls to another number if the call is not answered. This requires the Phones Pro feature with Dialpad integration.

Solution

This feature is only available with Phones Pro integration. To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

Set up your Fallback Option

To choose what happens to the calls when no operators are available during business hours:

1. In DialPad, go to Admin Settings > Main Line (or Departments or Ai Contact Centers based on your setup).

2. Click Business Hours & Call Routing, and then Edit Call Routing.

3. Scroll down and find the Fallback Options section.

4. Select To a team member / room phone / external number and enter the phone number you want calls to roll over to if the main line number does not answer. 

5. Press Enter to save the changes.

6. Place test calls to ensure the routing works as expected.