Call forwarding software to ensure never miss an important business call
Automatically forward incoming calls to the right number, extension, or voicemail with Exotel's call forwarding software. Keep your business reachable across locations, teams, and working hours.
25B+Interactions a year, trusted by businesses that rely on every conversation.
What is call forwarding software?
Why use call forwarding software?
A customer shouldn't have to know where your team is working from or whether a particular agent is available. Call forwarding keeps the conversation moving behind the scenes.
How does call forwarding work?
Call forwarding follows a simple flow, which goes like this:
An incoming call reaches your number
A customer calls your existing business or customer-facing number.
The forwarding rule is triggered
Based on your configured call flow, the system determines whether the call should be forwarded.
The call reaches its destination
The call is automatically redirected to the configured mobile number, internal extension, or voicemail.
The customer stays connected
The customer reaches your team or the appropriate fallback destination without having to make another call.
Forward calls when and where you need them
Keep your business connected
Exotel's cloud communication infrastructure helps businesses manage customer conversations across teams and locations, while call forwarding ensures important inbound calls can reach the people or workflows responsible for them.
Talk to an expert
See how businesses stay connected with Exotel
JSW MG Motor India Supercharges Service
View Case StudiesAt JSW MG Motor India, our commitment to delivering exceptional customer experiences drives every decision we make. When we identified the need to streamline our customer communications, we sought a partner who shared our vision for service excellence. Through our collaboration with Exotel, we've transformed our customer service operations. The centralized system has empowered our 400+ agents to deliver consistent, high-quality service across all touchpoints. We're proud to see a 22% increase in customer satisfaction. The unique virtual numbers for each dealership have reinforced our brand identity while eliminating customer confusion. This transformation has strengthened JSW MG Motor's position as a customer-centric automotive brand, enabling us to focus on what we do best - delivering exceptional experiences to our customers.
Kapil Bajaj
Head - Digital Transformation and Analytics
JSW MG Motor India Pvt Ltd
More ways to manage business calls
Call Routing
Route incoming calls to the right agent, team, or workflow based on configured conditions.
IVR
Let customers select the service or department they need and guide them through the appropriate call flow.
Live Call Transfer
Allow agents to transfer live calls to another agent, supervisor, queue, or external number when additional assistance is required.
Voicemail
Capture messages when agents are unavailable so important customer requests don't get lost.
Automatic Call Distribution
Distribute incoming calls intelligently across agents and queues based on skills, availability, queue conditions, and customer context.
Call Recording
Record business conversations for quality monitoring, agent training, dispute resolution, and compliance requirements.
Live Call Monitoring
Give supervisors visibility into active conversations and agent performance with capabilities, such as listening in, whispering, and call barging.
CRM Integration
Connect calls with your CRM and business systems to give agents relevant customer context and create more connected conversations.
Connect your calling workflows with your existing systems
Integrate your communication workflows with the business tools and applications your teams already use to create connected customer journeys.
Frequently asked questions
What is call forwarding software?
Call forwarding software automatically redirects incoming calls from one number to another destination, such as a mobile number, internal extension, or voicemail. Businesses use it to stay reachable when agents are unavailable, working remotely, or outside regular business hours.
How does call forwarding work?
When an incoming call reaches a number configured for forwarding, the system checks the applicable forwarding rule and redirects the call to the specified destination.
Can I forward business calls to a mobile number?
Business calls can be forwarded to an external phone number, such as an agent's mobile phone. Exotel's call forwarding functionality supports forwarding calls to external numbers as well as internal extensions and voicemail.
Can I forward calls after business hours?
Businesses can configure after-hours forwarding to send calls to an on-call agent, alternate team, or voicemail. This is one of the common uses of call forwarding.
Can unanswered calls be forwarded?
Call forwarding can be configured as a fallback when an agent doesn't answer, allowing the call to move to another destination or voicemail instead of ending without resolution.
Can I use my existing business number with Exotel?
Businesses can use an existing customer-facing number and forward calls from that number to an ExoPhone, after which the calls can enter an Exotel call flow and be routed to agents.
What is the difference between call forwarding and call routing?
Call forwarding redirects a call from one number or extension to another destination. Call routing is broader and uses rules or conditions to determine which agent, team, queue, or workflow should handle an incoming call.
Can call forwarding be used for remote teams?
You can forward calls to mobile or other destinations and allow employees to remain reachable when they are working away from their usual office or desk.