All features Call center set-up Call Forwarding

How does call forwarding help your business?

Call forwarding lets your business focus on important calls & provide quality customer service to those who matter most for your business. Not just that, with the capability of being able to forward calls to any mobile device, your customer-facing teams can ensure they never miss a call again - whether from home, while on the go or at their office desk.

Types of call forwarding in Freshdesk Contact Center (formerly Freshcaller)

Think smart. Think quality. Save time. Choose well. 

Forward To Phone

Ensure your customer support is device agnostic - answer from anywhere

External number routing

Take care of attending to your customers even during emergencies with external number routing

Forward to an outsourced vendor 

When call volumes increase, quickly loop in an outsourced vendor within a few minutes 

Here’s how you can forward calls using Freshdesk Contact Center (formerly Freshcaller)

To begin with, after you successfully sign up for Freshdesk Contact Center (formerly Freshcaller), you have a versatile set of phone numbers to onboard with.

And it’s that simple to continue providing uninterrupted support to your customers from anywhere, at any time from any device.

Call forwarding to help you manage your customer call volumes

Be on top of calls with our external number forwarding

Providing quick & timely information without much delay has been central to a trust-worthy relationship with customers. By being able to forward phone calls to an external number when needed - a spike in call volume, lack of enough phone agents for the day, or even a critical emergency or downtime in a particular region, you ensure that you continue supporting your customers undeterred. This builds a level of trust & overwhelming satisfaction about your company amongst your customers.

External number call forwarding

Be a customer-first business by being location agnostic 

With the current work from home & remote working scenario, it’s now more than ever that we need to start looking at device-agnostic & place-agnostic solutions to keep the business going as usual. With the forward to phone capability, you can precisely enable all phone agents to continue answering calls from anywhere in the world. Even from their home office. They need not have to be dependent on their office or desk phones anymore.

Call forwarding - Forward to phone

F.A.Q on Freshdesk Contact Center’s (formerly Freshcaller) call forwarding capability

What is Call Forwarding?

Call forwarding is a routing mechanism that redirects incoming phone calls to another number or device as per the choice of the subscriber. 

Forward to phone indicates that the agent is available to take calls on their personal phone.

External number forwarding on the other hand lets the call to be transferred to another phone number.

Can I forward my incoming calls to my personal mobile number?

Freshdesk Contact Center (formerly Freshcaller) lets you forward your incoming calls to any mobile number. To receive calls on your mobile, add your mobile number to your profile and set availability status as ‘Forward to phone’.

Can calls be forwarded to international numbers?

Yes, you can forward calls to international numbers or any external number using Freshdesk Contact Center (formerly Freshcaller)

Am I charged separately for forwarding calls?

Yes, the forwarded leg of the call will be charged a separate fee