How To Setup Call Forwarding

With a VanillaSoft VoIP line, you have the option to forward your incoming calls to another desired number. This could be done after a few rings on your VS Connect first then forward if there is no answer, or forward right away without ringing on your VS Connect first. You can also set where the voicemail is left if you miss the call. This is all done on the back-end so the caller does not see that their call is being forwarded. 

To setup call forwarding

  1. Login to your VanillaSoft VoIP portal using your username and password.
  2. From the left-hand pane, select Call Routing then select List Routes.
  3. Click Add New Route listed above your current call routes.
  4. Enter the desired information here (read below to see what each section means) and click

Note: If you haven’t registered for the new VoIP portal, follow the Registering for the New VoIP Portal article to get signed in.

Your call forwarding is now setup and effective immediately. If you would like calls to forward to your personal number without ringing to your VanillaSoft VoIP line first, uncheck the call route that lists your VoIP line's number and it will automatically skip that route and move on to the next.

Example 1

If you would like to forward calls to 555-555-5555 and go to this number's voicemail, this is how it would be setup:

Example 2

If you would like to forward calls to 555-555-5555 but have the voicemails be left on your VanillaSoft VoIP line, this is how it would be setup:

What each section means

Route Order
- This will determine the order in which the call routes. If you leave this section blank, it will automatically add this newly created route to the last position.

Turn On - This option is to enable to disable this specific route. This can be modified on the List Routes page as well.

Emergency Mode - This needs to be set up in advance of emergencies. Emergency routing is the contingency plan, each agent may want if they need to send calls to their cell phones temporarily. This is usually unchecked.

Route To - This will determine what type of number you are looking to forward to. The types of lines are as followed:

     External Phone Number: Personal phone number such as cell phone or landline

     VoIP Phone: Existing VoIP line within the same account if you are looking to forward to another agent

     Ring Group: To transfer to a pre-configured ring group. This allows multiple phones to be ringing at once. If you wish to use Ring Group, you must use the Call Announce setting under the Option section.

     Transfer: This is if you want the call to transfer to an extension, usually an auto-attendant, and you can set days/times for this.

Country Code - By default is 1, no modification is needed here.

Phone Number - If forwarding to an external phone number, you will enter the 10-digit number here.

Option - This determines how the call will be completed and accepted by the recipient. In some cases, the caller will need to leave their voice. The usual setting is Call Screening Off but the options you have here are as followed:

     Call Screening On - This makes the caller announce their name before the call is transferred to the VoIP line or the personal number. In addition the recipient of the call must press 1 to accept the call. If 1 is not pressed, caller will be routed back to voicemail. This is seldom used.

     Call Screening Off - This allows the call to forward without any additional notifications. This is the most commonly used setting.

     Call Announce - This option has the recipient of the call on either a VoIP line or a personal number press 1 to accept the call. This must be used when you are sending calls to a cell phone. If the recipient does not press 1, the call will then be routed to voicemail.

Start Time - If you would like calls to only forward between a certain time of day, here is where you enter the time you would like it to start.

End Time - If you would like calls to only forward between a certain time of day, here is where you enter the time you would like it to end.

Timeout Seconds - This is the duration of the connection time. On average, 30 equals 3-4 rings. This does depend on network status however. If there is no answer and you would like the voicemail to be left on your forwarded number (such as personal cell phone or landline), enter 999 in this section.

Schedule - If you would like calls to only forward on certain days, you would have these days checked in this section. Calls will not forward on any days that are unchecked.


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