Transfer calls

Author FAQ Team

Last updated: January 22nd, 2024 by Linda Heiskanen

With the help of the Telavox softphone (desktop app) or web app, you have the option of forwarding calls, either while you are in an ongoing call or you can set up automatic forwarding of incoming calls for specific profiles and situations.

Transfer ongoing calls

When you are in an ongoing call in either your Telavox softphone, web app or your mobile app, you can forward the call in two different ways.

A. Click the phone icon next to your colleagues' names
B. Click the transfer button in the call module

When you click here, you get the option to either make a direct or notified forwarding. Remember to also keep an eye on the colleague's status before making the transfer, is it e.g. red, the colleague is already in an ongoing conversation.

A direct transfer is when you transfer the call directly to your colleague. When you do this, you have no chance to take back the call if there is no response.

If you use notified forwarding, the call will be put on hold for the other party and you will call your colleague. If you do not receive an answer from your colleague or if they do not have time at the moment, you can always take the call back by pressing Cancel and take the call back, otherwise it is just for you to click on Complete transfer.

Should you need to forward the call to an external number, it works in the same way, the only difference is that you then enter the external number in the search field, whereupon you will be able to click on the green Call/Transfer button that appears. Here, too, you will be given the choice of whether you want to make a notified or a direct transfer.

Automatic forwarding of incoming calls (for specific profiles)

If you wish to set incoming calls to be forwarded automatically in specific situations/profiles, you can do this via your profile settings.

  1. Start by either creating a completely new profile, or find an existing profile where you wish to set up forwarding. To find your profile settings, go to Settings (the gear) > Profiles
  2. Select a profile from the list or create a new one and then click on Incoming calls
  3. Under Calls to fixed numbers and Calls to mobile numbers, you can set what should happen when you receive an incoming call to the respective number. Choose the option that is relevant to you
  4. Then click on After referral
  5. In here, you then select Forward to number and enter the number below

If you wish to set call forwarding specifically for when you are busy on the phone or unable to answer calls at a set time, follow the guide above to step 2 and in this menu you will be able to set these under when busy, when not answered and in case of no connection. Specifically for no answer, you can also set after how many seconds you want the transfer to be made.

Don't forget that you either have to manually activate the profile you set above or schedule it for these settings to take effect.

Forward reserved number

If you have reserved landline numbers on your customer page (numbers that are not connected to an active subscription at the moment but are dormant), you also have the option of forwarding these.

To do this, you need to be an Administrator and log in to the Telavox Admin portal.

Once you've logged in, go to Phone number > Existing numbers and then look for the reserved number in the list. It is also possible to search for numbers in the search field at the top. When you have marked the number, you then click on Configure forwarding and will then be able to enter the number to which you wish all incoming calls to be forwarded.

Note that it is not possible to forward reserved mobile numbers as you need an active mobile service with an active SIM card for the forwarding to work.