BT Cloud Phone

Setting up your Call Forwarding for Business Hours | BT Cloud Work

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Admins and users can configure where to receive incoming calls during or after active user hours in the BT Cloud Work online account.

Configuring call forwarding settings

  1. Log in to your BT Cloud Work portal.
  2. Follow the navigation path below depending on your access profile:
    • Admins: On the Quick Access page in the Admin Portal, navigate to Users > Manage Users. Select the extension to configure, then click Call Handling & Forwarding.
    • Users: Navigate to Settings > Call Handling & Forwarding.
  3. Under User Hours, choose where you want calls forwarded to. You can select one or more of the following endpoints:
  4. Set the number of rings for each phone and/or forwarding number on the list. One ring is equal to about 5 seconds.
  5. Under Incoming Calls Forward in this Order, select the ringing sequence of your call forwarding numbers:
    • Sequentially: Rings the call forwarding numbers in chronological order. To arrange the numbers’ order, click and hold the drag icon, then move it to your preferred order location.
    • Simultaneously: Rings all of the enabled call forwarding numbers at the same time. There may be some delays in ringing devices, such as mobile phones, due to the different carrier networks.

    NOTE: By default, the desktop and mobile apps option is enabled and is set to ring first before your other forwarding numbers. To prevent this, toggle the slider to disable it.

  6. Click Save.

Call forwarding endpoints

Calls forwarded to the user extension can be answered from different endpoints. Learn how to configure them below.

Desktop and mobile apps

You can answer forwarded calls using the BT Cloud Work desktop or mobile app if you have them installed and are logged in.

  1. Enable Desktop & Mobile apps.
  2. Click Save.


If your phone system administrator ordered a deskphone for you, you have the option to receive incoming calls to your deskphone.

  1. Click the toggle switch to enable your deskphone.
  2. Click Save.

Third-party numbers

You can add up to 10 forwarding numbers for each extension assigned to you and set calls to ring sequentially or simultaneously.

  1. Select additional devices (if any) you would like to ring when you receive an incoming call to your business number. Enter your phone number in the provided field.
  2. If you need to add more numbers, click Add Call Forwarding Phone.
  3. Enter the phone number and a corresponding label for it on the space provided.
  4. Click Save.

Another user's phone

If needed, you have the option of forwarding calls to the deskphone or softphone (BT Cloud Work Phone app) of another user.

  1. Click More > Forward to Other's Phones.
  2. Select a phone from other users, and then click Done.
  3. Click Save.

NOTE: The BT Cloud Work app (desktop/mobile/web) and web integrations can be set as forwarding numbers but will not ring.

Steps To Reproduce
Affected Environment
TitleSetting up your Call Forwarding for Business Hours | BT Cloud Work
URL Name7864
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