Configuring Call Forwarding (Diversion)

Let's learn about the steps required to configure Call Forwarding in VoiceStack.

Create a Call Forwarding Rule

1.  Navigate to Configuration > Call Forwarding.

On this screen, you’ll see:

• All Agents with forwarding rules

• Date & Time range

• Call Forwarding Type (Phone Number / Extension / Voicemail)

• Status (Active / Expired)

• Actions (Edit / Activate)

Use the search bar to quickly find an agent.

2. Click Create.

3. Fill in the following details:

• Select the Agent.
• Choose the From Date and Time.

• Choose the To Date and Time.

Tip: Rules automatically expire after the end time.

• Choose the medium to Forward To.

• Select the Phone Number / Extensions if needed.

• Enable the Activate Rule radio button.

• Click Enable Call Forwarding.

View Your Call Forwarding Rules

You will see all the rules in a table with:

Column	What It Means
Agent Name	Whose calls get forwarded
From / To	The rule’s active duration
Location	Business/location assigned
Call Forwarding Type	Phone / Extension / Voicemail
Forwarded To	Destination
Status	Active or Expired
Action	Edit / Activate

Admins can quickly identify:

• Which agents have active or expired rules

• Forwarding destination (phone number/extension/voicemail)

• Duration and assigned location

• A search bar is available to filter rules by agent name.

Edit a Rule

1. Select the rule you want to modify and click Edit.

   

2. Modify the required fields.

3. Click Update Rule.

Activate / Reactivate a Rule

1. Click Activate if a rule is inactive or expired.

The rule becomes active only if the current time is within its date & time range.

Support

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