Setup #5: How To Simply Forward Calls To Your Mobile App

While we typically recommend the Auto Attendant Setup to provide the best customer experience, sometimes users need to forward calls directly to the Unitel Voice Mobile App. And that’s easy to do! 

In this guide, we'll show you how to forward your Unitel Voice phone number to your mobile app.

This Simple Call Forwarding Setup has four steps:

1. Forward your Unitel Voice Number to Department Extension 0
2. Create an Employee Extension Forwarding to the Mobile App
3. Add your Employee Extension to Department Extension 0
4. Change your Music On-Hold to “Ringtone”

Step 1: Forward Unitel Number To Department Extension 0

1. Log into your phone system and navigate to “Settings” then “Your Numbers”.

2. You should see your Unitel number listed. Select “Edit” on the number.

3. Under forwarding options, select “Transfer to Extension.” 

4. Then select "Extension 0" and hit “Save.”

Step 2: Create an Employee Extension Forwarding to the Mobile App

1. Log into your phone system and navigate to Extensions.

2. Create an Employee Extension for yourself by clicking “Add Extension.” Enter your name and email address, select a time zone, and set the permission level to “Admin.” Then uncheck the invitation email and click “Add.” The new Extension will appear in the employee extension list with its Edit Menu open.

3. Set up your Employee Extension to forward calls to your Mobile App. Under General Information, Turn On “Mobile App & Devices.” 

4. The "Mobile App & Devices" menu will appear in the right-hand column. Here, you'll find a link to the Device Setup Form for the mobile app, softphone, and IP phones. This form allows you to set up your mobile app or other devices for your extension. Once completed, you’ll receive an email with your Unitel Office Mobile App login credentials. 

5. Scroll down to the section “Forwarding Extensions & Numbers” and delete the default forwarding number by clicking the “trash can icon” and hitting “OK.”

6. Then, go to the "Voicemail Forwarding" section and enter the email address for which you would like your voicemails to be forwarded.

7. Next, go to "Voicemail Greeting." To record a greeting, select “Add your own greeting.” Then select “record by computer.” This will launch the recording tool. Once you are happy with your recording, save it and make sure it is selected. 

8. Then scroll up and click “Save” to save the extension’s settings.

Step 3: Add Employee Extension to Department Extension 0.

1. Go up to your Department Extensions and select “Edit” on Department Extension Zero.

2. Scroll to the section “Forwarding Extensions & Numbers” and delete the default forwarding number by clicking the “trash can” icon and hitting “OK.”

3. Now, you’ll want to add the Employee Extension of every member of your team. Click “Add a Forwarding Number” and then select each applicable Employee Extension under "Forwarding Number.” You have the option to enter a short description to label each Extension and adjust the ring duration. We recommend 15 seconds. Select "Create.”

4. If you click “Edit” on the Employee Extension you just added, you’ll see you also have the ability to adjust the “Forwarding Schedule,” which designates what days and times calls can be answered by this specific Employee Extension. We recommend leaving the Call Announcement OFF and clicking "Save.”

Step 4: Change your Music On-Hold to “Ringtone”

1. Navigation to “Settings” then “Music On-Hold.”

2. Here, you’ll find a drop-down menu of system options. Select “Ringtone” and hit “Save.”

AND, you're done!