Call forwarding

When someone calls your CallFactory number, the platform forwards the call to the destination you have configured — a mobile phone, a landline, or a VoIP device. The caller does not notice the forwarding; it rings as a normal call on your end.

You can set a single destination (all calls go to one phone) or build a phone team with multiple destinations. The platform rings them in the order you define — first your desk phone, then your mobile, then a colleague. If no one answers, the call goes to voicemail or another fallback you choose.

A phone team is a group of forwarding destinations linked to your number. We offer three ring modes as standard. The default is sequential — the platform rings the first destination, then the next, then the next, in a fixed order that you set in your dashboard. If no one answers, the call goes to a fallback like voicemail.

The second mode is round robin — each new call starts with the next agent in line, rotating evenly across your team. The third is simultaneous — all destinations ring at once and the first person to pick up gets the call. You choose the mode that fits your team, and you can add or remove destinations at any time.

For more advanced setups, skill-based routing is also available. This routes calls to agents based on their specific skills — for example, language, product expertise, or certification level. Skill-based routing involves custom programming, as we need to define which agents have which skills and the routing logic for your operation. Contact us to discuss your requirements.

Virtual phone numbers have been around since the late 1990s. 0800 toll-free numbers were the first virtual numbers — not tied to a physical office or phone system. The same technology powers every CallFactory number today, refined over more than 25 years.

This means call forwarding scales from the simplest setup to the most demanding. Use it to forward calls to a single mobile phone, or build a full contact centre on top of it — forwarding to 10 or hundreds of agents, whether they all sit in one office or work from home across different locations.

Call forwarding is the foundation of your phone setup, and it works alongside every other CallFactory feature. Add a phone menu so callers choose a department before being forwarded. Use calendar-based routing to forward calls to different destinations depending on the time of day. Set up a call queue so callers wait for the next available team member instead of hearing a busy signal.

Each feature builds on top of call forwarding — giving you more control over how calls are handled without changing the basic setup.

Most virtual number providers only offer VoIP. CallFactory is different. Our platform distributes calls in a hybrid way: to fixed lines, mobile phones, or VoIP devices — you choose per destination. This means you are not locked into a single technology and can always pick the best option for each situation.

Fixed and mobile networks just work. No dependency on internet quality, no dropped calls, no need for QoS configuration or network monitoring. With our own interconnect, we route calls directly over the traditional telephone network — giving your most important business numbers the most reliable connection available.

VoIP can be considered if you already have a well-managed network with QoS, monitoring, and a sysadmin on call — but even then, you remain dependent on a working internet connection and electricity. You also need to regularly test-dial your own number to verify that incoming calls are actually getting through and that the VoIP setup is still active, working, and routing correctly. For most businesses, the simplicity and reliability of fixed and mobile forwarding is the better choice. You can mix both methods in the same phone team and switch at any time.

Forwarding over the fixed or mobile network may incur additional per-minute charges depending on the destination. This feature is available with every business number or international number.