Streamline Your Customer Service with Call Forwarding

Route incoming calls automatically to external mobile or landline phones whenever your agents are busy or unavailable. Make sure your customers always have someone to talk to when they need it the most.

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How Does Call Forwarding Work?

Call Forwarding is an inherently simple process that allows you to route incoming calls to external mobile and landline phone numbers or other premade call queues. Whenever a customer dials an agent that’s busy or unavailable, their call can be forwarded to the next best option based on various factors such as their time zone, language, or request type.

This can be helpful in a variety of situations. Let’s say an agent is out for lunch, on a break, or preoccupied with a different call. In such a case, the call will simply get forwarded to another agent, and the customer won’t experience any unnecessary wait time. You can also leverage the Call Forwarding technology in combination with Business Hours to outsource incoming calls outside your work times to active branches in different parts of the world.

Call Forwarding can be either automatic or manual.

Automatic Call Forwarding:

This feature redirects incoming calls to corresponding agents, departments, or call queues based on predefined criteria set up in the Call Flow Designer. This helps deliver better customer service, reduces frustrating wait times, and increases efficiency.

Manual Call Forwarding:

This feature allows agents to redirect a call directly from their CloudTalk Phone App. Also known as a Warm Transfer, this approach allows for improved personalization, more efficient call resolution, and an overall better customer experience.

What Makes the Extension Dialing Feature Unique?

Never Miss a Call Again

Redirect incoming calls to another phone number, ensuring you never miss a call, even when your agents are busy or unavailable.

Boost Productivity

Automatically forward calls to the appropriate person or department. Rest easy knowing that calls are always answered promptly and by the right person, increasing productivity.

Increase Flexibility

Work whenever and wherever you like. With Call Forwarding, you can receive calls on any device and not worry about driving up costs or sacrificing call quality.

Call Masking

Improve Security

Direct calls to an emergency department or a secure voicemail system to enhance security and protect your and your customers’ most vulnerable information.

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“CloudTalk offers an efficient service well worth the money. We currently use advanced call routing, like personalized greetings, automated call redirection, a phone number blacklist, and real-time analytics.“

Miroslav F.,
G2

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FAQs

What is call forwarding, and how does it work?

Call Forwarding is an inherently simple process that allows you to route incoming calls to external mobile and landline phone numbers or other premade call queues. Whenever a customer dials an agent that’s busy or unavailable, their call can be forwarded to the next best option based on various factors.

How can call forwarding help my business?

Call Forwarding offers a variety of benefits. You’ll never miss a call again, ensuring better, more streamlined customer service. It can be used to transfer callers to agents best equipped to help them, further improving resolution times and client satisfaction.

Furthermore, Call Forwarding lends itself well to remote and flexible working arrangements by allowing agents to receive calls anytime and anywhere. It can be combined with Business Hours to outsource incoming calls outside your work times to active branches in different parts of the world.

Finally, it allows you to improve overall call security by directing calls to an emergency department or a secure voicemail system and protecting your and your customers’ most vulnerable information.

Can I automate the call-forwarding process in CloudTalk?

Call Forwarding can be either automatic or manual.

Automatic Call Forwarding: redirects incoming calls to corresponding agents, departments, or call queues based on predefined criteria set up in the Call Flow Designer. This helps deliver better customer service, reduces frustrating wait times, and increases efficiency.

Manual Call Forwarding: allows an agent to redirect a call directly from their CloudTalk Phone App. Also known as a Warm Transfer, this approach allows for improved personalization, more efficient call resolution, and an overall better customer experience.

How can I set up call forwarding in CloudTalk?

Manual call forwarding is ready to go out of the box. When an agent receives a call they can’t take or aren’t qualified to help with, they can divert it to one of their colleagues. All they need to do is click the transfer button in their CloudTalk Dialer and select the appropriate agent.

Automatic call forwarding needs a little setup, but it’s nothing complicated. To start, log in to your CloudTalk dashboard and open the Call Flow Designer. There you can set up the condition splitter and create multiple if-then scenarios.

So, for example, IF an agent is currently occupied, THEN transfer the call to the next available agent. Or, IF no one is free, or if the call is outside business hours, THEN you can route the caller to an external number, for example, an agency or an out-of-hours team.

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