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Frequently Asked Questions

To help new customers get started with our service, we have compiled a list of FAQs that will help explain the basics, how to setup account registration and how to configure advanced features. You can either select from the category list or use the search field below to find an answer to your question.

If you are unable to find an answer, or need additional help, please call us on: 0191 5806311

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FAQs Routing

Can I forward calls from my SIP user?

Can I forward calls from my SIP user?

Call handling settings allows you to configure how inbound calls to each user on your account are handled, with various options such as send to a personal mailbox, forward to an external number or simply hang up. 

 

You can find these settings on your Carbon Zero Voip AND Domains dashboard by going to Voice > Users > Users > Editing the SIP User (Via the blue pencil icon!) and the Call Handling tab. 

 

Once here you'll see the below settings:

 

  • My Personal Mailbox: You can assign a personal mailbox to your user, which can then be accessed by dialling your Personal Mailbox Access Number. (Which can be found on the mailboxes page)
  • Unconditional Call Forwarding: Here you can overwrite any existing call routes to this user, and forward the calls to a designated number so calls to your user will be forwarded there instead. (This can be adjusted for either Internal Calls or all DDI Calls)
  • Edit Call Handling Routes: Here you can change more advanced settings as to what happens when your user is receiving a call either internally, through a transfer, or a call to your DDI and these 3 options are as follows:
  • When I'm Busy - If you are currently on another call
  • When I don't Answer - If the call isn't answered 

When I'm Unreachable - If you are offline or we cannot reach you for any other reason

 


Toggling ‘activate call handling routes’ will allow you to configure the handling routes for the aforementioned scenarios as seen below:

If you need any further help today, please don't hesitate to contact our friendly support team on 0191 5806311 or by email!

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