Call Forward for an unreachable phone is a business continuity option, triggered automatically if your phone is unreachable, for example, due to a broadband outage. When triggered, the call will be handled by the forwarded extension’s Call Handling & Message rules like Voicemail. Once the Internet is restored, the incoming calls will automatically resume to ring the User endpoint phone as usual.
Specifications
• Call Forward for unreachable phone will be ONLY available for:
- Individual User Extensions who have desk phones and/or BT Cloud Phone Desktop App
- Individual User should have Mobile and BT Cloud Phone Desktop App Notifications turned OFF
• User should have at least one (1) desk phone in Call Handling
• User should NOT have PSTN destination in Call forwarding
• If User has multiple desk phone and BT Cloud Phone Desktop App, all of them must be unreachable to trigger Call Forward
• Call Forwarding destinations can ONLY be the following:
- Other Extension in the account
- External PSTN Number
• Applicable for all operational rules (User/Business Hours, After Hours, Advanced Rules)
• This feature is OFF by default. Please contact support to have the feature enabled
1. Log in to the BT Cloud Phone Portal. See Logging in - Using Email or Phone Number for more information.
2. If you are a User, navigate to Settings. If you are an Administrator, navigate to Admin portal > Users > User List, then select a User.
3. Click Call handling & forwarding,
4. Click Edit below Call forward for unreachable phone. This option does not appear when the feature is disabled. Contact Support to have this feature enabled.
5. Click the Call Redirection toggle to enable this option. This option when enabled will allow calls to be forwarded when the user extension phone is unreachable. Please note that, if you have call forwarding to any PSTN number, this option will not be usable.
You need to meet the specifications to activate the feature. When specifications are NOT met, error messages will appear.
6. Select the Call Forward Destination (Extension or Other number).
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Extension
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Select Extension to divert calls to another User on the account. Select the User where the call will be forwarded to.
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Other number
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Select Other number to divert calls to an external PSTN number. Select an external number.
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7. Click Save.
When specifications are NOT met, error messages will appear.
• When the BT Cloud Phone Mobile and Desktop App notifications in Call handling are enabled or turned ON.
Resolution: Make sure that the desktop app and smartphone app and any PSTN number is disabled or turned OFF on the Forwarding Numbers list.
• When a User/Extension does NOT have desk phone or a User/Extension destination in Call Handling.
Resolution: Make sure that User/Extension have at least one (1) desk phone or a User/Extension destination in Call Handling.
See User Call Handling and Forwarding Overview for more information.
