Setting Up Call Forwarding to Your Voice Agent

Configure your office phone to automatically forward unanswered or after-hours calls to your AI voice agent. This guide covers all major phone system types with step-by-step instructions.

Overview

Your AI voice agent can handle calls when:

• ✅ Your main line is busy
• ✅ You don’t answer within a few rings
• ✅ It’s outside business hours
• ✅ You’re on another call

How it works:
Customer calls your business → Rings your phone → If unanswered → Forwards to AI agent → AI handles the call

Before You Begin

Identify your phone system type:

• Traditional Landline - Physical phone line from AT&T, Verizon, CenturyLink, etc.
• VoIP/Digital System - Internet-based phones like RingCentral, Nextiva, 8x8, Vonage Business
• Cell Phone - Using a mobile phone as your business line

Option A: Traditional Landline Setup

Simple Solution: Call Forwarding Service

Best for most landline users. Simple setup with minimal configuration.

Limitations:
❌ Most landline providers only offer one forwarding rule
❌ You cannot set different timeouts for business hours vs. after hours

Advanced Solution: Google Voice for More Control

If you need different settings for business hours and after hours, use Google Voice as an intermediary.

Cost: Free
Benefits: Time-based routing, voicemail transcription, call history

Option B: VoIP/Digital Phone System Setup

Most modern VoIP systems have built-in call routing. This is the easiest and most flexible option.

General Instructions for VoIP Systems

IF call is unanswered after 15 seconds DURING business hours
  THEN forward to +1-909-555-0123

IF call is unanswered after 5 seconds OUTSIDE business hours
  THEN forward to +1-909-555-0123

Cost: Usually included in your VoIP plan (no extra charge)

System-Specific Instructions

RingCentral

1. Go to Settings → Phone System → Call Handling & Forwarding
2. Select your main number
3. Under “When Unavailable”, add your AI agent’s number
4. Set ring duration: 15 seconds
5. Configure business hours in Auto-Receptionist

Nextiva

1. Go to Admin Portal → Call Flows → Auto Attendant
2. Click your main number
3. Under “No Answer Destination”, select “External Number”
4. Enter your AI agent’s phone number
5. Set timeout: 15 seconds

8x8

1. Go to Admin Console → Phone Numbers → Call Forwarding
2. Select “Forward when unanswered”
3. Enter your AI agent’s number
4. Set delay: 3-4 rings

Vonage Business

1. Go to Online Account → Extensions → Call Forwarding
2. Enable “Forward on No Answer”
3. Enter your AI agent’s number
4. Set rings before forward: 3-4 rings

Option C: Cell Phone Setup

If you’re using a cell phone as your business line, you can forward unanswered calls to your AI agent.

iPhone Setup

What this does:
All unanswered or declined calls will forward to your AI agent.

Limitation:
❌ Forwards all unanswered calls (no time-based rules)
❌ Cannot set different timeouts for business hours vs. after hours

Android Setup

Same limitations as iPhone - forwards all unanswered calls without time-based logic.

Better Alternative: Use Google Voice

For more control with a cell phone:

Cost: Free
Benefits: Full control over when calls go to your AI

Testing Your Setup

After configuring call forwarding, always test:

Test During Business Hours

Test After Hours

Repeat the same test outside your business hours:

• AI should pick up faster (1-2 rings)
• Greeting should account for after-hours context (if configured)

Troubleshooting

AI Isn’t Picking Up

Check:

• ✅ Verify your AI agent status is “Active” in NZ Leads dashboard
• ✅ Confirm forwarding number is correct (check for typos)
• ✅ Make sure call forwarding is enabled on your phone system
• ✅ Wait 60 seconds for changes to propagate

Still not working?
Call your phone provider and verify forwarding rules are active.

Calls Forwarding Too Quickly

If the AI picks up before you have a chance to answer:

• Increase ring duration (4-5 rings instead of 2-3)
• Adjust in your call forwarding settings

Calls Forwarding Too Slowly

If customers hang up before the AI answers:

• Decrease ring duration (2 rings instead of 3-4)
• During business hours, 3 rings (15 seconds) is ideal

Call Forwarding Charges

Landline carriers: Usually $3-8/month for call forwarding
VoIP systems: Typically included
Cell phone carriers: Free, but may use minutes (verify with carrier)

Google Voice: Completely free

Wrong Greeting Playing

If your AI is using the wrong greeting:

• Go to Voice Agent → Edit Agent
• Update “Custom Greeting” field
• Save and wait 30 seconds for changes to apply

Recommended Settings

Based on thousands of service business calls:

Advanced Configurations

Time-Based Routing

For maximum flexibility, use:

• RingCentral - Has built-in business hours logic
• Google Voice - Free and very flexible
• VoIP systems - Most include time-based call rules

Multiple Forwarding Numbers

Some systems let you set up cascading forwards:

1. Unanswered → Forward to cell phone (10 seconds)
2. Still unanswered → Forward to AI agent (5 seconds)

Example:
Customer calls → Office phone rings (15 sec) → Forwards to your cell (10 sec) → Forwards to AI

Emergency Override

Set a failsafe so you can disable AI forwarding instantly:

• Most VoIP systems: Create an “override” toggle
• Google Voice: Temporarily change forwarding number
• Landline: Dial *73 to disable forwarding (check with your carrier)

Next Steps

Now that call forwarding is set up:

1. Monitor call logs - Call Logs & Analytics →
2. Refine your agent - Agent Configuration →
3. Add knowledge base content - Knowledge Base Setup →
4. Enable outbound calling - Outbound Calling →

Need help with setup? Contact support at support@nzleads.com or use the in-app chat.