Call Forwarding (Static)
Static call forwarding routes incoming calls before the bot — based on rules such as business hours or fixed conditions. In this case, the caller never speaks with the AI assistant.
For forwarding during the call (the assistant decides whether to transfer), see Call Transfer (Live).
Destination types
| Type | Description | Example |
|---|---|---|
| Phone number | Forward to a mobile or landline number | +49 170 1234567 |
| SIP address | Forward to a SIP URI | sip:team@firma.de |
Conditions
You can define different conditions for when forwarding is active:
Always forward
All calls are forwarded directly — the bot is bypassed completely. Useful when you want to disable the bot temporarily.
Within business hours
Calls are only forwarded during your defined business hours. Outside those hours, the bot answers the call.
Outside business hours
The bot answers during business hours; outside, the call is forwarded to a number (e.g., emergency line, on-call).
Configuring business hours
For each weekday, define the times during which forwarding should be active:
| Day | From | To |
|---|---|---|
| Monday | 08:00 | 18:00 |
| Tuesday | 08:00 | 18:00 |
| Wednesday | 08:00 | 18:00 |
| Thursday | 08:00 | 18:00 |
| Friday | 08:00 | 16:00 |
| Saturday | — | — |
| Sunday | — | — |
Make sure the correct time zone is selected. Business hours are evaluated in the configured time zone.
Announcement before forwarding
Optionally, you can configure a short announcement that the caller hears before being transferred:
"One moment please, I'll connect you with a team member."
Setup
Open the assistant
Open the assistant for which you want to set up forwarding.
Select Call forwarding
Navigate to the Call forwarding tab.
Create a rule
Click Add rule and configure:
- Condition (Always / Within / Outside business hours)
- Destination (phone number or SIP address)
- Business hours (if a time-based condition is selected)
- Announcement (optional)
Save
Click Save. The rule is active immediately.
Typical setup: Forward to the office during business hours; outside business hours the bot answers and collects name + reason for a callback the next day.