Call forwarding is a simple yet potent feature allowing you to redirect phone calls from one number to another. You can also collect additional data about the call being forwarded (call tracking) and record it.
What can I do with it?
Call forwarding is used in a wide range of situations. It allows small business owners to get numbers — specific to their business — that redirects directly to his mobile phone, for instance. It's also very useful in situations where accountability is needed, as you can record the calls that are forwarded too.
What do I need to do it?
To test call forwarding, you'll need several items. We will walk you through each of them.
- A phone number registered in your CALLR console (to receive the call on)
- At least one phone number (to forward to).
- (Optional) Recordings to be played when the caller is being redirected.
Here is an 2-min video showing the process used to set up a call tracking flow:
Setting up call tracking/forwarding
It's straightforward to set up a call recording flow autonomously using the CALLR Console, let's see how.
First, let's get a phone number ready on your CALLR Console. You can do this in the Numbers tab in the sidebar. If that's your first time, feel free to check this resource to learn how to purchase numbers on CALLR or import your own.
Now that you have all you need to proceed, go in the Call Forwarding section of the sidebar to get started. You can set up and adjust 5 sets of features to customize the experience:
1/ Define the prompts
You can set up up to three different audio prompts played at different stages during the call:
- Welcome Message - The first thing the caller hears.
- Ringtone - The tone played to the caller while he/she is being forwarded.
- Whisper - Tone played to the callee (the person the call is forwarded to) while the caller hears the ringtone.
2/ Define the targets
The forwarded calls are directed to a specific set of phone numbers: the target. You can set up as many targets as you want, although your caller might lose their patience after several unfruitful redirections.
The call is redirected to the first number of the list. If it's not answered before the timeout period (by default, 20 seconds), then the second number on the list is called, and so on.
3/ Set up call recording
You can record the calls that are being forwarded if you need to. If you enable this option, you'll find the call recordings in the Media tab in the sidebar of the CALLR console.
4/ Set up a voicemail
It's also possible to use a voicemail to make sure no opportunity goes to waste. The caller will reach the voicemail once the timeout is reached on the last target. Therefore, the voicemail feature works best with flows where the redirection chain is short (1-2 hops).
The "Record Voicemails" option let you decide if you want to process voicemail messages or not. You can have them forwarded to an email address of your choice.
If you don't want to handle voicemail messages left by your callers, you can disable them. However, make sure your voicemail prompt gives them enough information to keep going.
5/ Assign a number to your flow
The last thing you need to is assigning a number to your newly created call forwarding app so it can be reached:
Call this number from another phone you own, and see your flow at play!
Try it out!
Congrats, you're now all set with your call recording! You can come back to the CALLR console to edit your settings at any time, but now it's time for the test run.