Call Forwarding

Content

This article provides instructions for utilizing the call forwarding options that are available in the ShoreTel 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 ShoreTel 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:

The default call forwarding behavior sends all incoming calls to voicemail after 4 rings unless your call forwarding settings are changed in the ShoreTel Sky 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 ShoreTel Sky Support.

Table of Contents

Access to Call Forwarding in the ShoreTel Sky 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
Related Topics

Access to Call Forwarding in the ShoreTel Sky Portal

Users

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

  1. Log into https://portal.shoretelsky.com/ with your phone number and phone/voicemail password (PIN).
    • Note: You can also log in with your business email address (username) and user password, which is required to update your Personal Information, access your own personal call recordings (ShoreTel Sky Replay) in the Home menu, and access reports in the Team menu.
  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. From the Call Routing area in the bottom-half of the Call Routing tab, 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 ShoreTel Sky Portal, as explained below:

  1. Log into https://portal.shoretelsky.com/.
  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 in 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 into https://portal.shoretelsky.com/ with business email address (username) and user password.
  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 menu 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 in the Call Routing area 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 instructions for that option:.

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 ShoreTel 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 check mark.
  2. Select "Forward the call to" from the drop-down menu.
  3. Click the check mark 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 check mark on the right to save the phone number.

To forward all calls to your voicemail without ringing your ShoreTel 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 check mark.
  2. Select "Send to voicemail" from the drop-down menu.
  3. Click the check mark 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 "Disabled; ring my phone."

To forward all calls to another phone number after ringing your ShoreTel 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 menu.
  2. Click the check mark 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 menu.
  4. Click the check mark 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 check mark on the right to save the phone number.

To forward all calls to your voicemail after ringing your ShoreTel 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 menu.
  2. Click the check mark 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 menu.
  4. Click the check mark 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 menu.
  2. Click the check mark on the right to save your selection.

If Phone Is Unplugged

Note: The following settings are functional only when "Always" is set to "Disabled; ring my phone."

To forward all calls to another phone number if your ShoreTel 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 menu.
  2. Click the check mark 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 check mark on the right to save the phone number.

To forward all calls to your voicemail if your ShoreTel 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 menu
  2. Click the check mark 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 menu.
  2. Click the check mark on the right to save your selection.

During System Maintenance Forward

Note: The following setting is functional only when "Always" is set to "Disabled; ring my phone."

When planned (or unplanned) system maintenance is performed, all phone numbers and voicemail boxes that are part of your ShoreTel 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 check mark on the right to save the phone number.

Access to Call Forwarding On the Phone

You can access Call Forwarding settings directly on your phone. However, the ShoreTel Sky Portal provides the easiest way to manage these options, as explained above in this article.

To use your phone to manage your call forwarding settings and options, use the instructions below for the brand of phone used in your organization's phone system:

Using ShoreTel Phones

  1. Press the Options soft key.
  2. Use the navigation key pad to scroll to and highlight the "Call forwarding" option.
  3. Press the Open soft key.
  4. Use the navigation key pad to scroll to and select (highlight) one of the following call forwarding options.
    • Always - When set to On or Vmail, immediately forwards all calls without ringing your phone (and is not logged as a Missed Call).
    • No Answer - When set to On or Vmail, forwards all calls that are not answered within a specified number of rings.
    • No Service - When set to On or Vmail, forwards all calls when your phone is unplugged or otherwise disabled.
  5. Press the Edit soft key.
  6. Use the navigation key pad to scroll to the desired settings for the selected call forwarding option.
    • Forward calls - Select one of the following settings:
      • Off - Disables the call forwarding option as explained below:
        • For Always - Rings your phone for all calls. (Off is the default setting for Always.)
        • For No Answer - Keeps ringing your phone indefinitely with no option to leave a voicemail.
        • For No Service - Plays a busy signal for all calls.
      • Vmail - Forwards all calls to your voicemail. (Vmail is the default setting for No Answer and No Service.)
      • On - Forwards all calls to another phone number, which requires setting values for the following:
        • Destination - Use your phone's keypad to input the desired internal 4-digit extension or external 10-digit phone number to which you want to forward your calls. For external numbers that are outside of your organization's phone system, you must add a 1 before the desired 10-digit phone number.
        • Number of rings - For the No Answer option only, set the number of times the phone rings before the call is forwarded.
  7. To save the settings for each option, press the Back soft key.
  8. Repeat these instructions to specify the settings for each of the desired call forwarding options.

The following is a one-minute video showing how to Forward a call using a ShoreTel phone:

Using Cisco Phones

  1. Press the More soft key.
  2. Press the CallFwd soft key.
    • To forward all incoming calls, go to step 3.
    • To set advanced forwarding options, go to step 4.
    • To turn off call forwarding when it's already enabled, press the FwdOff soft key.
  3. Set the desired "Always" forwarding number - To the right of "Forward to" on your phone's Forwarding screen, use your phone's key pad to input the desired internal 4-digit extension or external 10-digit phone number to which you want to forward all incoming calls. For external numbers that are outside of your organization's phone system, you must add a 1 before the desired 10-digit phone number.
    • Press the << key to make corrections or changes to the "Forward to" number.
    • Press the Accept soft key to save any changes and to forward all calls to the number that is entered on the screen. A "FWD > phone number" message appears at the bottom of the phone's screen indicating all calls are being forwarded to that number.
    • Press the Cancel soft key to exit the Forwarding screen and cancel any unsaved changes that you made.
  4. Set Advanced call forwarding options - Press the Advncd soft key, use the blue scroll button to highlight the desired call forwarding option, then press the Modify soft key one or more times to toggle to the desired setting (shown in italics below). You have the following options in the Advanced Forwarding screen of your phone:

    • Always - When set to On or VMail, immediately forwards all calls without ringing your phone (and is not logged as a Missed Call).
      • On (Forwards calls to another phone number)
      • VMail (Forwards calls to your voicemail)
      • Off (Disables this option - rings your phone for all calls) = the default setting
    • Out of Service - When set to On or VMail, forwards all calls when your phone is unplugged or otherwise disabled.
      • On (Forwards calls to another phone number)
      • VMail (Forwards calls to your voicemail) = the default setting
      • Off (Disables this option - plays a busy signal for all calls)
    • No Answer - When set to On or VMail, forwards all calls that are not answered within a specified number of rings.
      • On (Forwards calls to another phone number)
      • VMail (Forwards calls to your voicemail) = the default setting
      • Off (Disables this option - keeps ringing your phone indefinitely with no option to leave a voicemail)

When Off or VMail is selected, use the Home, Reset, or Basic soft keys as explained below.

When On is selected, you can use the scroll button to highlight the phone number that appears on the new numbered line below, then press the Modify soft key again to make any changes to the forwarding number. If a number has never been entered for the "On" setting, "Press Modify to Set" appears instead of a number. After pressing the Modify soft key again, you can do the following:

  • Use the phone's key pad to input the desired 4-digit extension or external 10-digit phone number. For external numbers that are outside of your organization's phone system, you must add a 1 before the desired 10-digit phone number.
  • Press the Accept soft key to save any changes.
  • Press the Cancel soft key to exit the screen and cancel any unsaved changes.
  • Press the << key to make corrections or changes to the "On" forwarding number.
  • Press the Basic soft key to access the Always forwarding number.
  • Press the Home soft key to save any changes that you made and exit the call forwarding screen.
  • Press the Reset soft key to undo any changes made to the default settings (listed below).
  • Press the Basic soft key to return to the "Forward to" screen to change the forwarding number.
  1. If you modified any of the settings above, press the Home soft key to save the modified settings and exit the call forwarding screens.

Call Screening

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

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.

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 "Disabled, 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 are 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:

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 ShoreTel Sky Portal, choose a call forwarding (or call screening) option that rings your phone.

Related Topics

Resolve Issues via Support Cases
Call Screening
Find Me
ShoreTel Sky Portal Home screen
ShoreTel Sky Portal
ShoreTel Sky Support


Article: 000004374