Table of contents:

Introduction to Call Forwarding

While call forwarding is certainly something most should be able to do on their switch, we do have this capability in our Back Office. We have engineered a way that you can forward any DID on your account to the number of your choosing. This article outlines how to configure a DID to be forwarded, but also contains important information regarding pricing and things you should avoid.

Call Forwarding as it relates to VoIP Innovations should not be confused with our DID Failover feature. While the failover feature is designed to complete a call, in the event your switch cannot accept an INVITE, call forwarding is designed to completely remove your switch from the equation and let us handle the inbound INVITE and subsequent forward. Whereas, DID Failover will only forward calls when your switch doesn't respond, the Call Forwarding feature forwards ALL calls for the DID (until the forward is removed). If you know how to configure a DID for the aforementioned failover feature, this process will be familiar to you. Be aware however, that the steps necessary to configure a forward differ slightly from failover.

Call Forwarding is intended for voice calls and not for forwarding T.38/fax calls. Any calls forwarded to fax destinations will likely fail.

Before setting up a forward, it is important that you understand the pricing structure for this service as well as pitfalls to avoid. Like DID Failover, when you set up a forward, you will be charged for both the inbound and outbound portions of the call. The inbound pricing can be viewed in the Back Office by clicking Billing->Packages and Pricing->Origination and viewing the inbound rate for the tier of the DID. The outbound pricing can be found by clicking Billing >Packages and Pricing->Termination->T38(XLS/CSV).

*Please note, our call forwarding feature uses the BOForward rate deck. To view these rates, go to Billing > Packages & Pricing > Origination, then Forwarding/Failover Rates* Be aware that this rate deck contains pricing for the Local Routing Number (LRN). To verify the LRN of the number you are forwarding to, please use our LRN Lookup Tool to determine the price for your call(s).

Since you are charged for both inbound and outbound, you will want to avoid excessive forwarding between numbers. For example, you would not want to forward a call from a DID on your account to another DID on your account. While realistically this will work, it is not practical nor recommended. You can forward TO any number of your choosing, but you can only forward FROM DIDs on your account.

As with many features in our Back Office, we have created a bulk tool for multiple entries at once. If you attempt to forward a call from a number not on your account using the bulk tool, you will be presented with an error. If you attempt to forward to the same number, you will receive an error. It is also important to note that you can forward both local and toll-free numbers to local and toll-free numbers. This obviously affects pricing in that if you forward from a local DID to a toll-free number, the tollfree leg pays for that portion of the call. Since you can forward TO both on and off-net numbers, we ask that you take great care in the numbers you forward to. Please ensure you verify the numbers you forward to either by validating it is a number on your account or validating with the responsible party for the number. If support receives complaints regarding a forward, we may have to remove the forward at our discretion. We will of course contact you via our ticket system if we receive a complaint; nevertheless, verifying the forward number before configuration can avoid unnecessary hassles.

You can configure call forwarding for individual DIDs using the DID Configuration Wizard for each DID or you can use the bulk tool to add entries en masse. Keep in mind that when you configure a DID for a forward, ALL calls to that DID will be forwarded. To forward an individual DID, click the DIDs tab and select DIDs -> DID Management. Use a search filter to locate the desired number and click the Configure DID button to open the DID Configuration Wizard. Click the dropdown for Route To and select "Call Forwarding". Enter the desired 10-digit forward destination in the 'Forward Number' text box and click the 'Save Changes' button to create the forward. Please note that only one feature under the Miscellaneous tab may be used at any given time. As with many changes in the Back Office, propagation time is required before the change will take effect (10-15 minutes under normal circumstances). To remove a forward on a single DID, simply open the DID Configuration Wizard, click the dropdown for Route to and set the option to "Endpoint Group". You will then select which endpoint group the DID will route to. Click "Save Changes" and then wait propagation time to take full effect.

To create forward entries in bulk, click the DIDs tab and select Forward Number under Bulk Update Tools. This bulk tool works like our other bulk tools (search this Wiki using keyword bulk for more information on these tools). You can enter as few as one and as many as 100 entries of DID/Forward combinations. The bulk tool for Call Forwarding is used to both Add and Remove forwarding in bulk. To Create call forwards in bulk, ensure the Add/Update Forwards radio button is selected, enter your DID/Forward combinations separated by a comma, and click the 'Process Bulk Forward Numbers'(and don't forget propagation time is required). Results will be provided indicating success or failure (with appropriate messaging).

Removing existing call forwarding configurations varies slightly from adding in that you must include an Endpoint Group ID. Remember that a VoIP Innovations' forward completely bypasses your switch from routing so when you remove the forward you are putting your switch back in the path. To do so in bulk, navigate to the bulk tool as before only this time select the Remove Forwards (update endpoint group) radio button. Enter your DID/Endpoint Group ID combinations separated by a comma and click the 'Process Bulk Forwards' button. Results will be provided indicating success or failure (with appropriate messaging).

Whether you use the bulk tool or create forwards via the DID Configuration window, each number you set up for a forward is kept in a list. To view which DIDs are currently configured on your account for Call Forwarding, click the DIDs tab and select Manage DIDs. Place a check mark in the "Forward" box and set the radio button to "On". You can also filter under Endpoint Group by searching FORWARD TO for all DIDs that are forwarded.

Things to Remember / Additional Notes

You can forward FROM an international number on your account but cannot forward TO an international destination.
The Caller ID that will show on the receiving side of the forwarded destination will likely be the original calling party’s ANI. This can vary if the receiving-side pulls the CallerID from different SIP headers.
You can change or remove a forward at any time.
Forwarding a DID to itself (the same number) is now allowed. This would cause an endless loop.
You can use the bulk tool to update existing forwards.
You can use the bulk tool to set a forward on many numbers to the same number or set the forward to various numbers.
When using the bulk tool to remove forwards you can set the DIDs to one Endpoint Group ID or various Endpoint Group IDs.

How to Use Call Forwarding

Below are various screenshots for configuring Call Forwarding individually or in bulk.

To configure an individual DID, hover the DIDs tab and select My DIDs->Manage DIDs from the drop-down menu and use a search filter to locate the desired number:

After locating the desired number, click the Pen & Paper to configure the DID:

In the DID Configuration Wizard, select the "Call Forwarding", then under "Route to". Enter a 10-digit forward number in the box, and click Save Changes:

Bulk Forwarding

To create forwards in bulk, click the DIDs tab, select Forward Number under Bulk Update Tools:

To Remove Call Forwarding in bulk, navigate to the tool and choose the “Forward Removal” radio button:

To view your list of numbers currently configured for Call Forwarding, hover the DIDs tab and select DIDs -> Manage DIDs from the drop-down menu. Here, check the Forward box and set the radio button to 'On':