Call flow: busy, no answer, unreachable

A device's Callflow tab decides what happens for four different situations, each with its own action: forward the call, send it to voicemail, or hang up.

Open the Callflow tab

Open a device and select the Callflow tab. Four cards appear, one per situation, each with its own Action dropdown and Set action button. A shared Ring time (seconds, min. 10) field at the top controls how long the device rings before it counts as "No Answer".

Callflow tab with four cards: Before Call, No Answer, Busy and Error, each with an Action dropdown set to Default (ring) and a Set action button, plus a shared Ring time field. — The four call-flow situations. Each starts at "Default (ring)" — the phone just rings.

Situation	When it applies
`Before Call`	Runs before the phone even starts ringing — the only situation without a "hang up" option, since nothing has failed yet.
`No Answer`	The device rang for the configured ring time and nobody picked up.
`Busy`	The device is already on a call at (or over) its call limit.
`Error`	The device could not be reached at all — for example it is not registered, offline, or unreachable on the network.

Choosing an action

Each situation's Action dropdown offers:

Action	What it does
`Default (ring)`	Just ring the device normally — no special handling.
`forward`	Send the call somewhere else instead — see below.
`voicemail`	Send the call to this device's voicemail box (see Voicemail). Only takes effect once voicemail is switched on for the device.
`Hang up`	End the call immediately. Not offered for "Before Call".

Forwarding

Choosing forward reveals a target: a Local device (pick another device on the system) or an External number (type a number to dial out). You also choose which caller ID to present on the forwarded leg — from the device, as incoming, from the DID that was dialled, a custom number, or "as incoming with diversion".

No Answer card with Action set to forward, showing Local device / External number radio buttons, a Device dropdown, a CallerID dropdown set to From Device, and a Save forward button. — Setting "No Answer" to forward to another local device, presenting its own caller ID.

Warning

Forwarding to an external number costs money, and the bill goes to the owner of the forwarding device — not to whoever originally called. Make sure that is what you intend before setting up an external forward.

Time periods

The voicemail action can be restricted to specific Time periods — for example, only send calls to voicemail outside office hours. Switch on Use Time Periods and pick one or more from the list; the periods are evaluated in the device owner's own time zone. With the switch off, voicemail applies at all times whenever the action is set to voicemail.

Note

Time periods live under PBX > IVR > Time periods — the same list used by IVR menus. Set them up there first, then assign them here.

Check

After setting an action, click Set action and confirm the card keeps the choice after a page reload. For a forward, dial the device and let it go unanswered (or make it busy) to see the forward actually happen.