Call Forwarding

CINNOX has a Call Forwarding feature that lets you redirect incoming calls to another destination endpoint that you have specified. It helps you reduce missed calls from other staff members and manage incoming calls on different occasions and times.

Call Forwarding works for Virtual Numbers and your CINNOX Staff Account Calls

A. Call Forwarding for Virtual Number

To change your call forwarding number with your Virtual Number using the Queue in the Advanced Routing Flow. Follow the steps below:

• Navigate to your CINNOX Web Portal > Administrations > Channels > Destinations > Queue.
• Find the Queue that your virtual number is using, and you want to update its destination to another phone number call forwarding, and click on it to open its Queue Details.
• In the AED Method & Endpoints, click Edit, the Destination Endpoint Type should be PSTN Phone
• Update the phone number in the Destination Endpoint, begin with +, e.g., +85212345678
• Ensure that the entered phone number is correct. Click Save.

For more details, refer to our

• Service Group > Destination Endpoint(E.g., changing the PSTN phone details for call forwarding to another phone number)
• Queue > Destination Endpoints - to update the PSTN Phone Number

If you need assistance, please contact our support team.

B. Call Forwarding for Staff Account Calls

When enabled, Staff-to-Staff voice calls reroute to the targeted Destination. Note that the video calls reroute as voice calls.

To use call forwarding with your CINNOX Staff account:

• Go to My Account > Tools & Settings, then click Edit for Call Forwarding.

• Toggle the Call Forwarding button ON.
• Select the destination type phone number.
• Enter a valid phone number, first the country prefix, then the phone number.
• Click on Save.

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When call forwarding is enabled, it will forward all voice calls to the targeted destination, automatically rejecting all video calls.

Disabling Call Forwarding for Staff Account Call

To disable Call Forwarding:

• Go to My Account > Tools & Settings, then click Edit for Call Forwarding.
• Toggle the Call Forwarding button OFF.
• Click on Save.