Call Forwarding

This article provides instructions for utilizing the call forwarding options that are available in the Sky phone system. Whether you change your call forwarding options by accessing the settings on your phone or by accessing the settings online in the Sky Portal, the options that you select are synchronized in both places.

Call forwarding enables you to forward incoming calls to another phone number, such as your cell phone, home phone, or a colleague's extension. Note the following distinctions for forwarding calls to internal and external numbers:

• When forwarding calls to an internal phone number (within your organization's phone system), enter either the 4-digit extension or the 10-digit number.
• When forwarding calls to an external phone number (outside your organization's phone system), enter a "1" before the 10-digit number.

The default call-forwarding behavior sends all incoming calls to voicemail after 4 rings unless your call-forwarding settings are changed in the Sky Account Portal or on your phone.

NOTE: For the incoming calls that ring your organization's main phone line, to forward these calls to another phone number, an Authorized Contact has to create a Support Case to communicate the request to Sky Support.

Table of Contents

Access to Call Forwarding in the Sky Account Portal
Call Routing Options

Always
If Call is Not Answered After "X" Rings
If Phone is Unplugged
During System Maintenance Forward

Access to Call Forwarding on the Phone
Call Screening
Call Forwarding, Call Screening, and Ring Groups
Do Not Disturb
FAQs

Access to Call Forwarding in the Sky Account Portal

Users

To manage all of the available call forwarding settings and options for your phone from the Sky Account Portal, do the following:

1. Log in to the Account Portal with your username (typically your business email address) and user password.
2. Navigate to Home > Settings > Phone Settings.
3. Select the Call Routing tab.
4. Make sure the check box next to Enable Call Screening in the top half of the Call Routing tab is NOT selected.
5. Under Call Routing, you can forward incoming calls to voicemail or another phone number. For detailed instructions, see the Call Routing Options section of this article below.

You can also manage your call forwarding and call screening settings from the Home screen of the Sky Account Portal, as explained below:

1. Log in to the Account Portal.
2. If not already on the Home screen, click the Home menu heading.
3. From the Home screen, you can manage the following settings in the Call Handling area on the lower-right side of the screen:
   • Do not disturb (ON / OFF) - When set to ON, Do Not Disturb mode is enabled which sends all incoming calls directly to the user's voicemail unless certain Call Forwarding options have been set. For help, see the Do Not Disturb section of this article.
   • Call screening (ON / OFF) - Turns Call Screening on or off if you have a call screening rule already created. For help, see the Call Screening article.
     NOTE: When call screening is set to ON, ALL call forwarding functionality is disabled (until call screening is set to OFF). The call forwarding settings listed below Call Screening on the Home screen will not indicate that they are disabled, but call screening functionality will override these settings.
   • Always - Click the active setting below, select the desired option (see the Note below), then click the check mark to save. For help, see the Always section of this article.
   • If Call is Not Answered - Click the active setting below, select the desired option (see the Note below), then click the check mark to save. For help, see the If Call is Not Answered After "X" Rings section of this article.
   • If Phone is Unplugged (FW / VM) - Click the active setting below, select the desired option (see the Note below), then click the check mark to save. For help, see the If Phone is Unplugged section of this article.
     NOTE: For the three settings listed above that enable selecting an option from the drop-down menu, when selecting the Forward the call to option, input the desired 10-digit phone number or 4-digit extension before clicking the check mark to save.

Authorized Contacts

Phone Managers and Decision Makers can manage the call forwarding settings for the users that they are authorized to manage by doing the following:

1. Log in to the Account Portal.
2. Navigate to Phone System > Users.
3. Search for the desired user by typing search criteria in the Contact Name, Service/Phone Name, Phone Number, and Email search fields, and by selecting a specific location address from the All locations drop-down list located above the toolbar.
4. In the row of the desired user, click the linked name in the Service/Phone Name column, which opens the Phone Settings screen.
5. Select the Call Routing tab.
6. Make sure the check box next to Enable Call Screening in the top half of the Call Routing tab is NOT selected.
7. Manage the settings under Call Routing in the bottom half of the Call Routing tab. For detailed instructions, see the Call Routing Options section below.

Call Routing Options

NOTE: When Call Screening is enabled in the (top half) of the Call Routing tab or turned "ON" in the Call Handling area of the Home screen, this disables all call forwarding functionality that is selected in the Call Routing section (bottom half) of the Call Routing tab or in the Call Handling area of the Home screen.

The Call Routing area in the bottom half of the Call Routing tab enables you to forward incoming calls to voicemail or another phone number by managing the settings for the following options. Click the desired option below to read the instructions for that option.

• Always forward all calls immediately (do not ring my phone)
• Forward calls if there is no answer after X number of rings
• Forward calls if phone is unplugged
• Forward calls during temporary system maintenance

NOTE: When forwarding calls to a 4-digit extension or 10-digit number within your organization's phone system, if the forwarded call is not answered by a person, the voicemail message is left on the phone of the originally dialed number, not the phone of the forwarded number. To forward calls AND voicemails to another phone number, you must add a "1" before the full 10-digit number to process the call outside of your organization's phone system.

Always

To forward all calls to another phone number without ringing your Sky phone, do the following:

1. Click the current setting to the right of Always and click the drop-down arrow that appears to the left of the checkmark.
2. Select Forward the call to from the drop-down list.
3. Click the checkmark on the right to save your selection.
4. Click the space to the right of Forward the call to and type the desired 10-digit phone number or 4-digit extension. For external numbers that are outside of your organization's phone system, you must add a 1 before the desired 10-digit phone number.
5. Click the checkmark on the right to save the phone number.

To forward all calls to your voicemail without ringing your Sky phone, do the following:

1. Click the current setting to the right of Always and click the drop-down arrow that appears to the left of the checkmark.
2. Select Send to voicemail from the drop-down list.
3. Click the checkmark on the right to save your selection.

NOTE: If you enabled Always functionality by selecting Forward the call to or Send to voicemail in the steps above, the If call is not answered after x rings and If phone is unplugged options described below are not functional.

If Call is Not Answered After X Rings

NOTE: The following settings are functional only when Always is set to Ring my phone.

To forward all calls to another phone number after ringing your Sky phone "x" number of rings, do the following:

1. To the right of If call is not answered after, click the rings value, click the drop-down arrow that appears, and select the desired number of rings (from 1 to 8) from the drop-down list.
2. Click the checkmark to the right to save the new rings setting.
3. Further to the right of the rings setting, click the current setting, click the drop-down arrow that appears, and select Forward the call to from the drop-down list.
4. Click the checkmark on the right to save your selection.
5. Click the space to the right of Forward the call to and type the desired 10-digit phone number or 4-digit extension. For external numbers that are outside of your organization's phone system, you must add a 1 before the desired 10-digit phone number.
6. Click the checkmark on the right to save the phone number.

To forward all calls to your voicemail after ringing your Sky phone "x" number of rings, do the following:

1. To the right of If call is not answered after, click the rings value, click the drop-down arrow that appears, and select the desired number of rings (from 1 to 8) from the drop-down list.
2. Click the checkmark to the right to save the new rings setting.
3. Further to the right of rings, click the current setting, click the drop-down arrow that appears, and select Send to voicemail from the drop-down list.
4. Click the checkmark on the right to save your selection.

To have all calls continue to ring your phone indefinitely with no option to leave a voicemail, do the following:

1. To the right of If call is not answered after and the associated rings setting, click the current setting, click the drop-down arrow that appears, and select Keep ringing from the drop-down list.
2. Click the checkmark on the right to save your selection.

If Phone Is Unplugged

NOTE: The following settings are functional only when Always is set to Ring my phone.

To forward all calls to another phone number if your Sky phone is unplugged or otherwise disabled, do the following:

1. To the right of If phone is unplugged, click the current setting, click the drop-down arrow that appears, and select Forward the call to from the drop-down list.
2. Click the checkmark to the right to save your selection.
3. Click the space to the right of Forward the call to and type the desired 10-digit phone number or 4-digit extension. For external numbers that are outside of your organization's phone system, you must add a 1 before the desired 10-digit phone number.
4. Click the checkmark on the right to save the phone number.

To forward all calls to your voicemail if your Sky phone is unplugged or otherwise disabled, do the following:

1. To the right of If phone is unplugged, click the current setting, click the drop-down arrow that appears, and select Send to voicemail from the drop-down list
2. Click the checkmark on the right to save your selection.

To have all calls play a busy signal, which disables "If phone is unplugged" call forwarding functionality, do the following:

1. To the right of If phone is unplugged, click the current setting, click the drop-down arrow that appears, and select Busy signal from the drop-down list.
2. Click the checkmark on the right to save your selection.

During System Maintenance Forward

NOTE: The following setting is functional only when Always is set to Ring my phone.

When planned (or unplanned) system maintenance is performed, all phone numbers and voicemail boxes that are part of your Sky phone system will be unavailable and non-functional. To forward all calls to an external phone number during any period of system maintenance, do the following:

1. Click the space to the right of During system maintenance forward to and type the desired 10-digit phone number or 4-digit extension. For external numbers that are outside of your organization's phone system, you must add a 1 before the desired 10-digit phone number.
2. Click the checkmark on the right to save the phone number.

Access to Call Forwarding On the Phone

Call Screening

To enable previously selected call screening functionality, do one of the following:

• Select the check box next to Enable Call Screening in the Call Screening section (top half) of the Call Routing tab screen.
• Set Call screening to ON in the Call Handling section of the Sky Account Portal Home screen.

NOTE: When call screening is enabled or set to ON, all call forwarding functionality is automatically disabled.

Within the Call Screening area of the Call Routing tab, you can create the following types of call screening rules that are applied to all callers or a subset of callers.

• Find me
• Transfer the call
• Forward the call
• Ask caller's name
• Send the call to my voicemail
• Hang up the call
• Send the call to my desk phone

For detailed instructions about adding and managing call screening rules, see our Call Screening article.

Call Forwarding, Call Screening, and Ring Groups

If a phone number that is part of a Ring Group has call forwarding or call screening enabled, calls to that Ring Group will not ring that phone number and will not forward the call. Call forwarding and call screening must be disabled in order for a phone number to receive Ring Group calls. Note that Ring Groups are managed in the Call Flow Editor.

Do Not Disturb

When the Do Not Disturb (DND) mode is enabled on a phone, incoming calls do not ring the phone and are sent to voicemail (when call forwarding options are set to their default values).

However, when DND is enabled on a phone, if the Always call forwarding option is set to Forward the call to another phone number, all incoming calls are forwarded to that number. Otherwise, if the Always option is set to Ring my phone, then the setting selected for the If call is not answered after X rings option determines the functionality that is followed when X number of rings is reached. The following shows each setting for the If call is not answered after X rings option and the associated functionality when DND is enabled.

• Forward the call - All incoming calls are forwarded to another phone number.
• Send to voicemail - All incoming calls are sent to voicemail.
• Keep ringing - All incoming calls ring indefinitely with no option to leave a voicemail.

FAQs

Q: When I select the option to have all of my calls forwarded to another phone number, why can't I see these calls listed in the Missed Calls panel on my phone?
A: The option to immediately forward all of your calls to another phone number does not ring your phone and is not counted as a missed call. To have calls appear in the Missed Calls panel on your phone or in the Missed Calls screen in the Sky Account Portal, choose a call forwarding (or call screening) option that rings your phone.