Troubleshooting Call Forwarding Issues

Step 1: Test Your 365 Agents Number Directly

Before you do anything else, call your 365 Agents number directly from a different phone.

•If the AI answers: Great! Your 365 Agents number is working perfectly. The problem is with your phone provider’s forwarding settings. Continue to the next step.

•If the AI does NOT answer: There may be an issue with your 365 Agents setup. Please contact our support team immediately so we can investigate.

Issue #1: Calls Go to Your Old Voicemail, Not the AI

This is the most common problem. It happens when your phone system’s voicemail picks up the call before it has a chance to forward.

•The Problem: Your provider’s voicemail timer is too short.

•The Fix: Extend Your Voicemail Timer. Log in to your phone provider’s admin portal (e.g., RingCentral, Zoom, Nextiva) and find the voicemail settings. Increase the number of rings before voicemail picks up to the maximum setting, which is usually 6-8 rings or 30-40 seconds. This gives the call enough time to forward successfully.

Issue #2: “Simultaneous Ring” is Causing a Conflict

Many VoIP systems have a “simultaneous ring” feature that rings multiple devices at once. This can interfere with call forwarding.

•The Problem: Your desk phone, mobile app, and 365 Agents number are all ringing at the same time, and your personal or old business voicemail is “winning” the race to answer the call.

•The Fix: Turn Off Simultaneous Ring. In your provider’s settings, make sure that only your 365 Agents number is listed as the destination for forwarded calls. Disable any other simultaneous ring options to other devices or numbers.

Issue #3: Conflicting Call Rules

Conditional forwarding (“when busy,” “on no answer”) and older “Find Me / Follow Me” rules can prevent calls from forwarding correctly.

•The Problem: You have multiple, complex rules that are overriding your main call forwarding setting.

•The Fix: Simplify Your Rules. For the initial setup, we recommend using unconditional call forwarding (forward all calls). Once you’ve confirmed that works, you can explore more complex conditional rules. Make sure to disable any old “Find Me / Follow Me” rules.

Issue #4: Admin Permissions Are Blocking the Change

In larger organizations, you may not have the necessary permissions to change call forwarding settings.

•The Problem: You can see the settings, but they are grayed out or you get an error when you try to save.

•The Fix: Contact Your IT Administrator. Your company’s IT department or phone system administrator may need to configure call forwarding for you. Send them this guide and your 365 Agents number to make it easy for them.

Still Having Trouble?

If you’ve tried all these steps and your calls still aren’t forwarding, please contact our support team. We’re happy to jump on a call and help you get set up!