Vonage Business Communications call forwarding
Use the number assigned in Phone. See the placeholder guide before entering a code. Availability and charges depend on your service and plan.
Confirm your product
Section titled “Confirm your product”These steps apply only to Vonage Business Communications. If this is not your phone product, choose Other or ask your provider.
Changing an extension’s forwarding in the Admin Portal needs a Super User or Account Administrator; so does editing a Virtual Receptionist, which the Vonage mobile app can’t do. Check the time zone in PBX Settings before relying on an after-hours schedule.
Activate your receptionist in Xaller.ai before turning on forwarding. Your existing line does not connect automatically.
Procedure reviewed: 2026-10-13. Live carrier test: not performed. A source review is not proof that this procedure works on every plan.
Forward all calls
Section titled “Forward all calls”- In the Vonage Admin Portal, open Phone System, then Extensions, hover over the receiving extension, select the pencil icon and open Call Forwarding.
- Turn on Forward Calls, choose Send To Ext. Or Number, and enter your Xaller.ai number as the external destination. Keep Originating Caller ID so your receptionist sees who is calling. Code or destination:
{number}. - Save.
Turn it off
Section titled “Turn it off”- Turn Forward Calls off in the same Call Forwarding settings and save. Unanswered calls go to voicemail again.
Test this setting
Section titled “Test this setting”Call your business number from a different phone. Your receptionist should answer and the call should show the caller’s number in Xaller.ai.
Forward when we don’t pick up
Section titled “Forward when we don’t pick up”Vonage documents Follow Me and Simultaneous Ring, but not whether your own phone rings before an outside number. Ask Vonage to confirm a missed-call-only route for your extension.
Use Forward all calls if it fits your needs.
Forward after hours
Section titled “Forward after hours”- In the Admin Portal, open the Virtual Receptionist that answers your business number, select the pencil icon and open Schedules and Call Flows. Make sure the main schedule is not set to All Day.
- In the After Hours call flow, choose to forward calls to an external number.
- Enter your Xaller.ai number, keep Originating Caller ID, select Done and save. Code or destination:
{number}.
Turn it off
Section titled “Turn it off”- Restore the previous after-hours Virtual Receptionist action and save.
Test this setting
Section titled “Test this setting”Call your business number from a different phone outside your Virtual Receptionist business hours. Your receptionist should answer.
Troubleshooting
Section titled “Troubleshooting”- After-hours calls aren’t forwarded? Check the main Virtual Receptionist schedule is not All Day and the PBX time zone is correct.
- Your receptionist sees your business number instead of the caller? Choose Originating Caller ID for the forward.
- Two calls ring at once? Don’t forward to the mobile number used by the Vonage app; enter your Xaller.ai number.
Confirm your setup
Section titled “Confirm your setup”Call from another phone. Check that your receptionist answers, the call appears in Calls, and your expected notification arrives. Test busy and no-answer behavior separately. If anything fails, turn forwarding off and troubleshoot the route.
Test in Xaller.ai
Section titled “Test in Xaller.ai”Return to Phone, start a five-minute check and call your existing business number from a separate phone. Do not dial the assigned destination for this check. Let the selected condition happen, listen for your receptionist, say a few words and hang up. Confirm the matching call only if it was your test and it worked. An arrival alone is not success. No-answer and busy each need their own test; after-hours needs the phone-service schedule and time zone.
Tested with you records this one test, not continuous carrier verification. If it fails, check the product, destination, permissions and condition, or restore previous handling using the undo steps above.
Vonage charges for calls forwarded to an outside line on many plans, and international or out-of-plan destinations cost more. An after-hours call flow only applies when the Virtual Receptionist’s main schedule is not set to All Day.
Pausing Xaller.ai does not turn off carrier forwarding. To restore previous handling, change the settings at your phone provider.
Return to Phone — your saved setup is retained when you sign in. No phone number is included in this link.
Sources
Section titled “Sources”Checked against these Vonage Business Communications support pages on 2026-10-13: