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Call Forwarding

Call forwarding redirects incoming calls from one number or agent to another based on predefined rules. This ensures that customer calls are always answered, even when the primary agent is unavailable, busy, or outside business hours.

Call Forwarding Types​

Exotel supports several call forwarding strategies, each configurable through the call flow builder.

TypeTriggers WhenExample Use Case
UnconditionalAll calls, alwaysRedirect all calls to a centralized team
Busy forwardingAgent's line is busyForward to next available agent
No-answer forwardingAgent does not answer within timeoutForward to backup agent or voicemail
Time-based forwardingBased on schedule or business hoursForward to after-hours team at 6 PM
Conditional forwardingBased on caller data or API logicForward VIP callers to a senior agent

Setting Up Unconditional Forwarding​

Unconditional forwarding routes all incoming calls to a specified number regardless of agent availability.

Via Call Flow​

  1. Open your call flow in App Bazaar.
  2. Add a Connect applet.
  3. In the Connect configuration, enter the forwarding destination number.
  4. Remove or bypass any agent numbers that should no longer receive calls.
  5. Save and publish.
Incoming Call → Greeting → Connect (Forwarding Number)

Via API​

Use the Connect to Flow API to programmatically forward calls:

curl -X POST 'https://<api_key>:<api_token>@api.exotel.com/v1/Accounts/<account_sid>/Calls/connect.json' \
  -d 'From=<caller_number>' \
  -d 'To=<forwarding_number>' \
  -d 'CallerId=<exophone>'

Setting Up Busy Forwarding​

When the primary agent's line is busy, the call is forwarded to a secondary agent or group.

Step-by-Step​

  1. Open your call flow and click on the Connect applet.
  2. Enter the primary agent number.
  3. From the Busy output of the Connect applet, draw a connection to a second Connect applet.
  4. In the second Connect applet, enter the secondary agent or group number.
  5. Save and publish.
Incoming Call → Connect (Primary Agent)
                    |
                    Busy → Connect (Secondary Agent)
                    |
                    No Answer → Voicemail

Setting Up No-Answer Forwarding​

If the primary agent does not answer within a specified ring timeout, forward the call to another destination.

Step-by-Step​

  1. In the Connect applet, set the Ring Timeout (e.g., 20 seconds).
  2. From the No Answer output, connect to another applet:
    • Another Connect applet for a backup agent
    • A Voicemail applet
    • A Transfer applet to redirect to a different flow
Ring TimeoutRecommendation
15 secondsQuick failover, useful for high-volume support lines
20 secondsStandard -- gives agent time to answer
30 secondsLonger wait, suitable for low-volume lines
45 secondsMaximum recommended -- longer waits frustrate callers
tip

Set the ring timeout based on your typical agent answer time. Monitor your call analytics to find the average time agents take to pick up, and set the timeout slightly above that.

Setting Up Time-Based Forwarding​

Route calls to different destinations based on the time of day, day of the week, or holiday calendar.

Using Business Hours Routing​

  1. Create two call flows:
    • Business hours flow: Routes to your live agent team.
    • After-hours flow: Routes to voicemail, an after-hours message, or an outsourced team.
  2. Use the Business Hours feature to switch between flows automatically based on your schedule.

Using the Passthru Applet​

For custom time-based logic:

  1. Add a Passthru applet at the beginning of your flow.
  2. Configure it to call your server with the current call details.
  3. Your server checks the current time and returns routing instructions.
Incoming Call → Passthru (Check Time)
                    |
                    9 AM - 6 PM → Connect (Live Agents)
                    |
                    After 6 PM → Greeting ("We are closed") → Voicemail

See: Business Hours

Setting Up Conditional Forwarding​

Route calls based on caller attributes (e.g., VIP status, location, language preference) using the Passthru applet.

Step-by-Step​

  1. Add a Passthru applet to your flow.
  2. Configure the HTTP URL to point to your application server.
  3. Your server receives the caller's number and returns routing instructions.
  4. Based on the response, the flow routes to different Connect applets.
# Your server receives:
POST https://your-app.com/route-call
CallSid=<call_sid>&From=<caller_number>

# Your server responds with the destination:
# Route to VIP team
{"route": "vip_team"}

Forwarding Chain Example​

You can chain multiple forwarding rules for comprehensive coverage:

Incoming Call
    |
    v
Connect (Primary Agent, 20s timeout)
    |
    ├── Answered → Call connected
    |
    ├── Busy → Connect (Secondary Agent, 15s timeout)
    |               |
    |               ├── Answered → Call connected
    |               └── No Answer → Voicemail
    |
    └── No Answer → Connect (Team Lead, 15s timeout)
                        |
                        ├── Answered → Call connected
                        └── No Answer → Voicemail → Email notification

Forwarding to External Numbers​

Exotel can forward calls to any valid phone number, including:

  • Other mobile or landline numbers
  • Numbers in different cities or regions
  • International numbers (if enabled on your account)
warning

Forwarding to international numbers incurs additional per-minute charges. Check your Exotel plan for international calling rates before enabling this feature.

Call Forwarding with Caller ID Preservation​

When forwarding a call, the agent sees the ExoPhone as the caller ID (not the original caller's number). To pass the original caller's number:

  1. Use the Passthru applet to capture the caller's number.
  2. Send it to your CRM or application before the Connect applet.
  3. Your agent's CRM screen pop shows the original caller's details.

Alternatively, use the Voice v2 API which supports more granular caller ID control.

Best Practices​

  • Always set a fallback -- Every forwarding chain should end with a voicemail or callback option so callers are never left hanging.
  • Monitor forwarding patterns -- If calls are frequently forwarded, it may indicate understaffing or routing issues. Use Call Analytics to track.
  • Keep forwarding chains short -- Limit to 2-3 forwarding hops. Longer chains increase the time before a caller reaches a person.
  • Test regularly -- Call your ExoPhone and verify that forwarding works correctly for each scenario (busy, no answer, after hours).
  • Use parallel ringing for urgency -- Instead of sequential forwarding (which adds delay), consider Parallel Ringing to ring multiple agents at once.

Troubleshooting​

IssueCauseSolution
Call not forwarding on busyBusy output not connectedWire the Busy output of the Connect applet to the next destination
Forward happens too quicklyRing timeout too shortIncrease the ring timeout in the Connect applet
Forward happens too slowlyRing timeout too longDecrease the ring timeout
After-hours not workingBusiness hours not configuredSet up Business Hours
Caller hears silence during forwardNo greeting between hopsAdd a short Greeting ("Please hold") between Connect applets