Set Up and Use Call Forwarding

Overview

This guide explains how you can set up and manage call forwarding in the Zoom Phone web portal. Call forwarding lets you send incoming calls to another number, extension, or voicemail when you are away or busy.

When to Use

Use call forwarding when you want to:

Forward calls to a colleague or another device while working remotely.
Route calls to voicemail or a backup number outside business hours.
Ensure calls are answered during vacations or extended absences.

Procedure

Sign in to Zoom with SSO.
Navigate to your Zoom phone settings.
Scroll down to the Call Handling section.
Under 'When a call is not answered', click the dropdown. From there you would select either "Forward to another extension" or "Forward to external number."

Enter the number you want to forward to (e.g., your cell phone or another office line).
If needed, set specific hours or conditions for forwarding (such as Business Hours only).
Click Save to apply your changes. Your calls will now be routed to the selected destination.

To turn off forwarding, go to the drop down again and change it back to "Forward to voicemail/video mail."

Tips

Forwarding can be set temporarily or permanently based on your needs. Once you know how to change it, it's easy to quickly toggle on and off whenever you need to.
Forwarding to your cell phone will use your own data plan.
You can create different forwarding rules for Business Hours, Closed Hours, and Holidays with the Holiday Hours section just under the call forwarding section.
It's a good idea to test that your forwarding setup works after changing your settings.