Call Forwarding allows you to redirect incoming calls to another phone number when you are away from your desk, unavailable, or want calls to ring on a different device. Use Personal 24/7 Call Forwarding when you want your selected forwarding rule to remain active every day, all day.
Using the Sync mobile app?
This article uses examples from the net2phone browser app in Google Chrome. To learn how to manage call forwarding from the mobile app, visit: Configure Call Forwarding in the Mobile App.
How to set up Personal 24/7 Call Forwarding in Sync
Follow the steps below to access your Call Forwarding settings, enable 24/7 forwarding, choose how calls should route, add at least one forwarding destination, and adjust optional call handling settings.
Step 1: Access your Call Forwarding settings
Follow the steps below:
- Open your Profile Settings.
- Click your profile icon in the top right corner.
- Click your name under Profile Settings.
- Click the Call Forwarding subtab on the left side.
Step 2: Enable Call Forwarding
Use the main toggle at the top of the Call Forwarding subtab to enable or suspend call forwarding.
- When the toggle is enabled, your selected forwarding rule can route incoming calls.
- When the toggle is disabled, calls will not forward, even if forwarding numbers are saved.
Call Forwarding with no forwarding number
The net2phone system cannot forward calls anywhere until at least one forwarding number is added.
If Call Forwarding is enabled but no forwarding numbers are saved, you will see the message: You have No Forwarding Numbers. Call forwarding is enabled, but you have no forwarding numbers to forward calls to.
Step 3: Select the 24/7 forwarding schedule
Select 24/7 to keep Call Forwarding active every day, all day; this mode does not use scheduling intervals.
Use 24/7 forwarding when you:
- Work remotely and want calls delivered directly to a mobile phone.
- Work away from your desk for an extended period.
- Want all calls to consistently route to the same destination.
Need scheduled forwarding?
Use a Custom schedule when forwarding should only apply during specific days, dates, or time ranges. To configure scheduled forwarding, visit: Configure Custom Call Forwarding Schedules.
Step 4: Choose your Call Forwarding option
Use the Call Forwarding Options dropdown to choose how calls should route while 24/7 forwarding is active.
Review the Call Forwarding options below before choosing the forwarding behaviour that matches your call handling needs.
Off
Off disables call forwarding entirely.
When Off is selected, you will see the message: Only your devices will ring, no calls will be forwarded.
Ring All
Ring All rings all configured destinations at the same time. Depending on how your account is set up, this can include:
- Your net2phone devices, such as the browser app, desk phone, or mobile app.
- Any Forwarding Numbers you have added.
The call is connected to whichever device answers first. If no one answers within the configured number of Phone Rings, the call is sent to voicemail or handled according to your company’s call flow. When Ring All is selected, you will see the message: Ring your Devices & Forwarding Numbers at the same time.
No Answer
No Answer only forwards calls when you do not answer on your net2phone devices.
- Your devices ring first for the number of rings set under Phone Rings.
- If you do not answer in time, the call is forwarded to your forwarding number or numbers.
This option is useful when you want calls to reach your desk phone or browser app first, and fall back to a mobile or external number only if you are unavailable. When No Answer is selected, you will see the message: If none of your devices answer, forward all calls.
Failover
Failover forwards calls only when your net2phone devices are unreachable. This may happen during an internet outage, power failure, or when your device is not registered.
- If your devices are online and available, calls ring your devices normally.
- If your devices are offline, calls are forwarded to your forwarding number or numbers instead.
This option is typically used as a backup or disaster-recovery setting. When Failover is selected, you will see the message: When your Devices go offline, forward all calls.
Forward Only
Forward Only sends all incoming calls directly to your forwarding number or numbers without ringing your net2phone devices.
- Calls bypass your browser app, desk phone, and other assigned net2phone devices.
- Use this option when you want calls to go directly to a mobile phone or another external destination.
When Forward Only is selected, you will see the message: Do not ring your Devices, forward all calls.
Step 5: Add a forwarding number
You must add at least one forwarding destination before Call Forwarding can route your incoming calls. You can add an external phone number, such as a mobile or landline, or choose a Team Member from your organization.
- In the Call Forwarding subtab, scroll to the Forwarding Numbers section.
- Click Add Forwarding Number.
- Choose one of the following:
- External # to add a standard phone number, such as a mobile or landline.
- Team Member to forward calls directly to another user within your company.
- If you are adding an external number:
- Use the country selector to apply the correct country code.
- Enter the full phone number.
- Once the number is valid, the Add button becomes active.
- Click Add.
Requirements and notes
- International numbers may be blocked depending on your account, plan, or region.
- Forwarding to toll or premium numbers may incur charges.
- Calls will not forward until at least one forwarding number is saved.
After you add a number, it appears in your Forwarding Numbers list. You can add multiple forwarding numbers as needed.
Step 6: Adjust Phone Rings and screening options
Use the settings below to control how long calls ring, how forwarded calls appear, and whether you want additional screening before answering forwarded calls.
Phone Rings
The Phone Rings setting controls how long your devices ring before the call is forwarded or sent to voicemail. A common example is 4 Rings.
Ring duration can also affect which voicemail answers the call. If you are forwarding to a mobile phone and your mobile carrier’s voicemail picks up faster than net2phone voicemail, the mobile voicemail may capture the message first.
If calls are going to your mobile voicemail instead of net2phone voicemail, try reducing the number of rings under Phone Rings or adjusting your mobile carrier’s voicemail settings.
You can also adjust your rings before timeout in the Devices subtab of Profile Settings.
Pro tip: Ring timeout adjustment
When choosing how many rings to allow before timeout, consider the following:
- More rings gives you extra time to answer, but may increase caller wait time.
- Fewer rings reduces caller wait time, but gives you less time to answer and may result in more missed calls.
Call Screening
Call Screening helps you identify forwarded calls before you answer. When Call Screening is enabled, you will hear a brief system message indicating that the incoming call was forwarded through net2phone. Your device will then provide options to accept or deny the call.
Call Screening is helpful when forwarding calls to a mobile phone, where it may otherwise be unclear whether the call is personal or work-related.
Record the Caller’s Name
When Call Screening is enabled, you can also enable Record the Caller’s Name. With this setting active:
- The caller is prompted to state their name before the call connects.
- You will hear the recorded name when the call reaches your forwarding destination.
- You can then choose to accept or deny the call.
This option is useful if you receive calls from unknown numbers or want additional confirmation before answering forwarded calls on an external device.
Note: Record the Caller’s Name is only available when Call Screening is enabled.
Incoming Call ID for Forwarded Calls
When calls are forwarded to an external device, such as your mobile phone, your Caller ID may show your own number instead of the original caller’s number. Many mobile carriers block foreign Caller ID for forwarded calls to help prevent spoofing, so this setting helps prevent your carrier from rejecting forwarded calls.
Step 7: Save your Call Forwarding settings
After choosing your forwarding option, adding at least one forwarding number, and adjusting any optional call handling settings, click Save before navigating away from the Profile Settings configuration menu.
Once saved, your 24/7 forwarding rule remains active every day, all day, unless you suspend Call Forwarding, select Off, remove your forwarding numbers, or change to a custom schedule.
Tips and troubleshooting Personal 24/7 Call Forwarding
Use the table below to troubleshoot common Personal 24/7 Call Forwarding issues before changing your forwarding option or deleting forwarding numbers.
| Issue | What to check |
|---|---|
| No forwarding numbers are added | Calls will not forward until at least one forwarding number is saved. Add an external number or select a Team Member. |
| Mobile voicemail answers first | Reduce your Phone Rings setting, or adjust your mobile carrier’s voicemail timing if available. |
| Caller ID shows your own number | Some mobile carriers require this for forwarded calls. This is expected behaviour and helps prevent forwarded calls from being rejected. |
| International numbers fail | Your account or region may block international forwarding. Contact your administrator or net2phone Support if international forwarding is required. |
| Forwarding is not activating | Confirm that Call Forwarding is enabled, the forwarding option is not set to Off, and at least one forwarding number is saved. |
| Forwarding stops while signed in to a Call Queue | Sign out of any active Call Queues to resume personal Call Forwarding. Queue routing rules take priority while you are signed in. |
| You need to pause forwarding temporarily | Set the forwarding option to Off, disable the main Call Forwarding toggle, or remove the forwarding number if you no longer need it. |
Queue sign-in and Call Forwarding
If you are signed in to any Call Queue, call forwarding is automatically paused. While you remain signed in to a queue, all incoming calls follow the queue’s routing rules instead of your personal call forwarding settings.
Forwarded calls resume only after you sign out of the queue. This behaviour ensures that queue duties take priority and prevents calls from being diverted away from your group’s call flow.
When you are signed in to a call queue and have call forwarding enabled, the following warning message appears: Queue sign-in pauses call forwarding. Resume call forwarding by signing out of queues.
