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Turning Call Forwarding Always on and off

You can use the Call Forwarding Always feature to have incoming calls to your direct line forwarded to a number you specify. It won't change your ACD status and you'll continue to get calls that come from the queue (if you're available). By default, the feature is turned on.

Turn Call Forwarding Always on

To forward incoming calls to a number different from your direct line, you'll need to turn Call Forwarding Always on.

To turn Call Forwarding Always on:

contact-centercontact center agent client supervisor directory making an emergency call to a supervisor
  1. From the Contact Center Client main page, on the top right menu, click Settings.

    The General Settings page opens.
  1. Click the Services tab.

    The Services Settings page opens, showing your active and inactive services.
  1. In the Inactive section, click Call Forwarding Always.
contact center settings services call forwarding inactive
  1. In the Service Settings section, select the Active checkbox.
  1. If you want a reminder that Call Forwarding Always is on, select the Ring Splash checkbox.
  1. Click the Forward To field, then type the phone number you want to forward calls to.
  1. Click Save.

    Call Forwarding Always is now listed under Active.

Turn Call Forwarding Always off

To resume having calls ring to your direct line, you'll need to turn Call Forwarding Always off.

To turn Call Forwarding Always off:

  1. From the Contact Center Client main page, on the top right menu, click Settings.

    The General Settings page opens.
  1. Click the Services tab.

    The Services Settings page opens, showing your active and inactive services.
contact center settings services call forwarding active
  1. In the Active section, click Call Forwarding Always.
  1. Under the Service Settings section, deselect the Active checkbox.
  1. Deselect the Ring Splash checkbox.
  1. Click Save.

    Call Forwarding Always is turned off. Contact Center lists the feature under Inactive.