How to forward calls in AMS+

Overview

Stepping away from your computer for a bit or just wanting calls to forward to your device? This article will teach you how to forward calls from AMS+ to a cell phone or other external phone system.

Note: Call forwarding is only available for AMS+ accounts on the Scale Package. In addition, each user that wants to have the ability to forward calls will need their own phone number in our VoIP platform. You can purchase numbers in AMS+ or port your own. Refer to this article for a quick start guide.

IN THIS ARTICLE

---

How to turn on call forwarding

If a phone number in our VoIP platform has call forwarding enabled AND you are the user who is assigned to receive calls, you will see an option to start forwarding calls in the “Phone” icon dropdown menu. Refer to Step 4 of the “How to assign users and ring groups” section in this article to learn how to enable call forwarding in agency settings.

After starting call forwarding, the Phone icon will change to a “Call Forwarding” icon and inbound calls will automatically go to the assigned forwarding number.

---

How to turn off call forwarding

To stop forwarding calls, go back to the “Call Forwarding” icon and choose “Stop Call Forwarding” in the dropdown menu.

---

After-hours call forwarding

Any user who has been assigned their own phone number in our VoIP platform can activate call forwarding. However, a user’s call forwarding settings can be overridden by an after-hours schedule.

Note: An after-hours schedule will always take precedence over a user’s call forwarding.

An after-hours schedule is implemented at the agency level. It redirects all inbound calls to phone numbers in our VoIP platform within a specific time frame to a designated forwarding number.

Example: If the agency's operating hours are from 8:00 a.m. to 6:00 p.m., they could create an after-hours schedule to handle calls beyond this timeframe. The schedule could be configured to automatically redirect all inbound calls between 6:00 p.m. to 8:00 a.m. to a specified forwarding number, overriding any user-level call forwarding settings.

User-level call forwarding is convenient for brief absences from your computer, knowing you'll return promptly.

After-hours schedules work best for agencies with virtual answering services or marketing call centers, which are capable of managing calls beyond standard business hours.

---

Common questions

Why would I need more than one phone number?
If you're a business that wants everyone to receive calls, you only need one phone number. If you want to use call forwarding, everyone will need their own number.