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User forwards

A user forward redirects a user's incoming calls to a chosen destination when a trigger event occurs, such as when they are busy, unavailable, or have DND active.

Overview

Forwards are sub-records on a user. Each rule combines a scope (internal or external calls), a trigger event, and a target. You can create multiple rules for the same user to cover different scenarios: forward internal calls to a colleague when busy while letting external calls ring to voicemail on timeout. The most common pattern is a "Timeout" rule pointing to voicemail so callers can always leave a message.

What it does

The target field controls which additional fields appear. Voicemail targets also let you choose a greeting type.

See also

  • Do not disturb - create DND rules that pair with the "On DND" forward event.
  • Users - the parent entity for forwarding rules.

Form fields

Fields available in the create and edit forms.

General

Enabled API enabled

Whether this forwarding rule is active. Toggle off to pause without deleting the rule.

Type API type

Which call direction this rule applies to.

  • internal Internal Forwards calls originating from within the PBX.
  • external External Forwards calls arriving from outside the PBX.
Phone number API caller_identity_id

The outgoing number shown to the forwarding destination when this rule fires.

Shown when

Scope is External

Event API event

The condition that triggers this forward.

  • always Always Every incoming call is forwarded immediately. The user's phone never rings.
  • busy Busy Triggers when the user is already on a call.
  • after_ten_seconds After 10 secs Triggers if the phone rings but is not answered within 10 seconds.
  • timeout Timeout Triggers when the PBX ring timeout expires without an answer.
  • on_dnd On DND Triggers when the user has Do not disturb active.
  • on_logout On logout Triggers when the user is logged out of all devices.
Target API target

Where the call goes when this rule fires.

  • fix_number Phone number Forwards to an external phone number.
  • extension Extension Forwards to a PBX extension number.
  • user User Forwards to another user on the PBX.
  • voicemail Voicemail Forwards to a voicemail box.
  • hangup Hangup / Ignore Rejects the call immediately.

Phone number

Number

The external phone number to forward the call to. Shown when Target is Phone number.

Shown when

Target is Phone number

Extension

Extension

The PBX extension to forward the call to. Shown when Target is Extension.

Shown when

Target is Extension

User

User

The user to forward the call to. Shown when Target is User.

Shown when

Target is User

Voicemail

User

The user whose voicemail box receives the forwarded call. Shown when Target is Voicemail.

Shown when

Target is Voicemail

Message type

The voicemail greeting played to the caller. Shown when Target is Voicemail.

Shown when

Target is Voicemail

Updated