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  1. Level365 Help Desk
  2. Call Center & Call Handling
  3. Call Handling

Call Forwarding to an External Number (User, DID, or Auto Attendant)

Avatar Amanda Nemeth
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Call forwarding to an external number is handled by routing calls to a dedicated user account configured specifically for forwarding. This allows calls to route consistently, with Answering Rules providing additional timing and routing options. These instructions cover call routing configured at the phone number or auto attendant level. For information on forwarding a user extension to another extension or number, click here.

Call forwarding to external numbers incurs additional charges due to fees associated with forwarding calls across multiple carriers. Please Contact our Support Team with any questions, and we can assist with proper setup.

 

Step 1: Create a Dedicated Call Forwarding User

Create a new user account that will be used only for forwarding calls.

  1. From the Users tab select Add User.
  2. Configure the new user with the following settings:
    1. First, Last Name: Use a clear, identifiable name - Ex: Sales Call Forward or Sales CFWD
    2. Extension: Assign an available extension number (recommended 5xx range)
    3. Email Address: no-reply@level365.com
    4. Caller ID: Set to location main number
    5. Emergency Caller ID: Set to location main number
    6. Voicemail tab: Enable Voicemail should be unchecked

For full instructions on adding users, refer to the Office Manager guide here.

 

Step 2: Configure Call Forwarding (Answering Rules)

Configure the user to forward all calls to the external number.

  1. Select the new user and navigate to the Answering Rules tab
  2. Select Edit (pencil icon) next to the Default rule
  3. Configure the following:
    1. Time Frame: Always
    2. Enabled: Checked
    3. Call Forwarding:
      1. Check the box next to Always
      2. Enter the 10 digit external number
  4. Select Save

 

Step 3: Route Calls to the Forwarding User

Once the forwarding user is configured, route calls to that user from either a DID or an Auto Attendant.

 

Number / DID Routing (click to expand)
  1. Navigate to Inventory → Phone Numbers
  2. Select the DID
  3. Set Treatment to User
  4. Set the user as the forwarding user’s extension
  5. Save changes
Auto Attendant Routing (click to expand)
  1. Navigate to Auto Attendants
  2. Select the desired Auto Attendant
  3. Update the desired menu option:
    1. For the application, choose User
    2. Set the destination to the forwarding user’s extension
  4. Save changes

 

 

Step 4: Test Call Forwarding

  1. Call the DID or select the Auto Attendant option
  2. Confirm the call routes to the external number and connects successfully

 

Have questions or need assistance?

Our Support Team is here to help.

Click here to view all contact options and additional resources such as our AI Agent and knowledge base searches.

 

 

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