How to Activate Call Forwarding for Dispatch Coverage

Learn how to activate call forwarding and update auto-receptionist routing to ensure seamless dispatch coverage during shift changes.

August 1, 2026 By Ludi Cortinas

This guide explains how to activate call forwarding to route calls from a primary dispatcher to another team member. Completing these steps ensures seamless dispatcher coverage when switching agents for weekends or alternate shifts.

This workflow applies to team leads, dispatch managers, or administrators who manage phone system routing. Use this process at the start of a coverage shift to route calls appropriately, and remember to reverse it when the shift concludes.

To begin, you will configure the individual call rules for the current main dispatcher.

Step #2: Click User List in the left sidebar. — Click **User List** in the left sidebar.

Step #3: Click on the name of the main dispatcher whose calls you need to forward. — Click on the name of the main dispatcher whose calls you need to forward.

Step #5: Expand the Phone section in the user's detailed configuration panel. — Expand the **Phone** section in the user's detailed configuration panel.

Step #10: Click Incoming call rules. — Click **Incoming call rules**.

Step #11: Toggle the Forward all calls rule to activate it. — Toggle the **Forward all calls** rule to activate it.

This feature immediately forwards every call directed to the main dispatcher's extension to the designated forwarding recipient.

Step #13: To change the forwarding destination, click the arrow icon next to the currently assigned user and select the new recipient. — To change the forwarding destination, click the arrow icon next to the currently assigned user and select the new recipient.

Once the call forwarding rule is active for the user, update the overall phone system routing so incoming calls hit the proper extension.

Step #16: Navigate to the Phone System tab in the main top navigation. — Navigate to the **Phone System** tab in the main top navigation.

Step #17: Click Auto-Receptionist in the left-hand menu. — Click **Auto-Receptionist** in the left-hand menu.

Step #18: Click General Settings. — Click **General Settings**.

Step #19: Select the Call Handling section. — Select the **Call Handling** section.

Step #20: Click Edit under the User extension setting. — Click **Edit** under the User extension setting.

Step #21: Select the user who will be receiving all routed calls for the coverage period. — Select the user who will be receiving all routed calls for the coverage period.

Step #22: Click Done to close the selection modal. — Click **Done** to close the selection modal.

Step #23: Click Save to confirm your changes. — Click **Save** to confirm your changes.

By the end of your shift, make sure you reverse all of these changes so that the primary dispatcher continues to receive calls as usual the following day.

Q: Will forwarding calls affect all incoming calls to the dispatcher?

A: Yes, this feature forwards every single call directed to the main dispatcher's extension to the designated forwarding recipient.

Q: Do I need to revert these settings after my shift?

A: Yes, you must reverse all of these changes at the end of your shift to ensure the primary dispatcher receives calls normally the next day.

Term	Definition
Auto-Receptionist	An automated phone system feature that answers and routes incoming calls to the appropriate extensions.
Call forwarding	A telephony feature that redirects incoming calls from one phone number or extension to another.
Extension	A short internal phone number assigned to an individual user or department within a company's phone system.

Term

Definition

Auto-Receptionist

An automated phone system feature that answers and routes incoming calls to the appropriate extensions.

Call forwarding

A telephony feature that redirects incoming calls from one phone number or extension to another.

Extension

A short internal phone number assigned to an individual user or department within a company's phone system.