Call Forward and Call Diversion

What is Call Forwarding?

Call Forward is the capability to have a call diverted to another number if the number that someone calls is either Busy or Not answered. An important thing to be aware of with call diversion, forwarding or follow-me is that the person receiving the call will pay for the diversion – if you divert to a mobile you will have the benefit of being able to answers every customers call but you will pay for the cost of the call once it gets diverted.

Call forwarding when done as part of a line hunt or internal follow me can enable a number of people in an office to answer the call if the people at the other phones can’t answer it. Because it is internal there are no diversion costs.

It is common to have line hunt combined with the Call Queue functionality and it’s different from the concept of call transfer.

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