How To Set Up Call Forwarding And Auto-attendant On A Softphone

If you run a small business, you probably wear a lot of hats—and “receptionist” is one of them. Learning how to set up call forwarding and auto-attendant on a softphone lets you handle calls professionally without hiring a full-time front desk. In this guide, you’ll learn exactly how to do that, step by step, in plain language.

You’ll walk away knowing:

• What softphones, call forwarding, and auto-attendants actually are
• The pros and cons for your small business
• How to plan a simple, professional call flow
• The exact steps to set up call forwarding and auto-attendants in most softphone apps
• Common mistakes and how to avoid them

By the end, you’ll be ready to set up a polished phone experience that makes your business sound bigger and more organized than it is.

What Is A Softphone, Call Forwarding, And Auto-attendant?¶

Before diving into configuration, let’s clarify the key terms you’ll be working with.

What is a softphone?¶

A softphone is a software-based phone. Instead of a physical desk phone, you use:

• A desktop app (Windows, macOS, or Linux)
• A mobile app (Android or iOS)
• A browser-based web phone

Softphones connect over Voice over Internet Protocol (VoIP)—voice calls sent over the internet instead of traditional phone lines.

With a softphone you can:

• Make and receive business calls on your laptop or smartphone
• See caller ID and history
• Access voicemail
• Use call forwarding, auto-attendants, and other “big company” features

No extra hardware, no phone technician—just an app and an internet connection.

What is call forwarding?¶

Call forwarding sends incoming calls from one number to another destination. For example:

• Office number → your mobile phone when you’re out
• Main business line → on-call team member after hours
• Sales line → backup agent if the first one doesn’t answer

Common types of call forwarding:

• Always forward – Every call goes to another number or device
• Forward on no answer – If you don’t pick up within X seconds, send the call elsewhere
• Forward on busy – If you’re already on a call, send new calls to a colleague or voicemail
• Time-based forwarding – Route calls differently during business hours vs. after-hours

What is an auto-attendant?¶

An auto-attendant (also called a virtual receptionist or interactive voice response, IVR) is the menu callers hear when they dial your number. For example:

“Thank you for calling Oakwood Dental. Press 1 for appointments, 2 for billing, or 3 for office hours and location.”

An auto-attendant can:

• Greet callers professionally
• Route calls to the right person or department
• Share basic information like hours or address
• Reduce interruptions to your day

For a small business, this is the key to sounding polished without hiring a receptionist.

Why Softphone Call Forwarding And Auto-attendants Matter For Small Businesses¶

Configuring call forwarding and an auto-attendant on your softphone isn’t just a tech project—it directly affects your reputation and revenue.

Benefits for small businesses¶

Here’s what you gain when you set this up well:

• No missed opportunities
• Professional first impression
• Less interruption, more focus
• Flexible working
• Cost savings

Common challenges (and why configuration matters)¶

Without good configuration, even powerful tools can backfire:

• Callers get stuck in long menus
• Calls ring forever or bounce between phones
• Customers can’t reach a real person when they need one
• Important calls go to voicemail and never get returned

The good news: with a simple plan and a few smart settings, you can avoid these problems and run a clean, caller-friendly system.

Plan Your Call Flow Before You Touch The Settings¶

Before you learn how to set up call forwarding and auto-attendant on a softphone, spend 15–20 minutes designing your call flow. This saves hours of rework later.

Step 1: Clarify your business hours and availability¶

Write down:

• Standard business hours (e.g., Mon–Fri, 9am–5pm)
• After-hours policy (voicemail only, on-call forwarding, emergency line, etc.)
• Holidays and special closures

Decide:

• During business hours, should calls go to you first, or to a team/department?
• Outside business hours, should calls ring someone, or go straight to voicemail or an emergency option?

Step 2: List your “departments” (even if you’re solo)¶

Your departments can just be roles. For a small business, typical options:

• Sales / New inquiries
• Existing customers / Support
• Billing / Accounts
• Office hours and location
• Emergency or urgent support (if relevant)

You don’t need a big team behind each option. You can route multiple menu choices to the same person but present it more professionally.

Example:

• Press 1 – New customers (you)
• Press 2 – Existing customers (you as well)
• Press 3 – Billing (your bookkeeper’s line or voicemail box)

Step 3: Decide what callers should hear first¶

Your main greeting should quickly:

1. Confirm they reached the right business
2. Set expectations (hours or delays, if needed)
3. Present simple, clear options

A basic script:

“Thank you for calling [Business Name]. If you know your party’s extension you may dial it at any time. For sales and new inquiries, press 1. For existing customers, press 2. For billing, press 3. For our office hours and address, press 4. To hear this menu again, press 9.”

For a very small team, you can simplify even more:

“Thanks for calling [Business Name]. Press 1 for new customers. Press 2 if you’re an existing customer. Press 3 for hours and location. To leave a message, press 0.”

Step 4: Map each option to a destination¶

For each menu option, decide:

• Which user or device should ring?
• Should calls forward somewhere else if not answered?
• Should this ever ring after hours, or go to voicemail only?

Make a small table like this:

| Menu Option | During Hours | After Hours |
|-------------|-------------------------------------|-------------------------------------------------|
| 1 – Sales | Ring you for 20 sec → forward to mobile | Go to sales voicemail with “We’ll call next business day” |
| 2 – Support | Ring you and assistant simultaneously | Go to support voicemail |
| 3 – Billing | Go straight to billing voicemail box | Same voicemail |
| 4 – Info | Play recorded info message | Same message or extended hours note |

Having this plan ready will make the actual setup in your softphone fast and painless.

How To Set Up Call Forwarding On A Softphone¶

Every provider’s interface looks a little different, but the core steps are almost always the same. Use this as a template and adapt it to your specific app.

Step 1: Open your softphone settings¶

On most softphones:

• Desktop app
• Mobile app

You’re looking for any of these terms:

• Call forwarding
• Call routing
• Call handling rules
• Simultaneous ringing (simulring)
• Find-me/follow-me

Step 2: Add your forwarding destinations¶

Decide where you want calls to go in different scenarios. Common destinations:

• Your personal mobile number
• Another team member’s mobile or softphone extension
• A home office landline
• A call queue (if you have multiple people taking the same type of call)
• Voicemail

In your softphone:

1. Go to Call Forwarding or Call Handling Rules
2. Click Add Number, Add Rule, or similar
3. Enter the phone number (include country code if required)
4. Give it a descriptive label, like “Owner Mobile” or “On-Call Tech”

Verify your provider’s limits—some limit how many external numbers you can forward to.

Step 3: Configure basic forwarding rules¶

Most softphones support three core rules:

1. Always forward
- Use this when you’re away from your desk for an extended time (travel, conferences, holidays).
- In settings, enable Always forward and select your destination.

2. Forward on no answer
- Set how long your main device should ring (e.g., 15–25 seconds).
- If unanswered, forward to another device or voicemail.
- Example: Ring your desk softphone for 20 seconds, then your mobile for 20 seconds, then voicemail.

3. Forward when busy
- If you’re on a call, send new calls to:
- A colleague’s line
- A call queue
- Voicemail
- In small teams, a simple rule: if you’re busy, forward to your main voicemail with a polite message asking callers to leave details.

Step 4: Set up time-based call forwarding¶

Time-based rules route calls differently during business hours and after hours.

Look for:

• Business hours rules
• Time conditions
• Schedules or Office hours

Typical setup:

• During business hours:
• After hours:

Example configuration:

• Mon–Fri, 9am–5pm:
• Mon–Fri, 5pm–9am and weekends:

Step 5: Use simultaneous ring for important calls¶

Many softphones support simultaneous ring (simulring):

• Rings multiple devices at the same time
• The first one to pick up gets the call

This is useful when:

• You don’t want to miss new customer inquiries
• You have a small team sharing call coverage

Typical configuration:

• Enable Ring multiple devices or Simultaneous ringing
• Select:

If you use this, keep your ring duration reasonable (15–20 seconds) so callers aren’t left waiting too long.

Step 6: Test every scenario¶

Before declaring victory:

1. Place test calls from an outside number
2. Check:
- Do calls ring the right devices during business hours?
- What happens if you don’t answer?
- What happens if you’re already on a call?
- What happens after hours?

3. Confirm:
- No endless ringing
- No unexpected voicemail greetings
- Caller experience is smooth and logical

Adjust your rules until the call flow matches your plan.

How To Set Up An Auto-attendant On A Softphone¶

Now let’s configure the virtual receptionist itself: your auto-attendant.

Step 1: Find the auto-attendant or IVR settings¶

Depending on your provider, look for:

• Auto-attendant
• Virtual receptionist
• IVR (Interactive Voice Response)
• Call menu

You might see this:

• In your admin web portal (for business accounts)
• In the desktop app under advanced calling settings

If you don’t see it, check whether:

• Your plan includes auto-attendants
• You need admin access or a higher tier

Step 2: Create a new auto-attendant¶

Once you’ve located the feature:

1. Click Add auto-attendant, New IVR, or Create call menu
2. Name it clearly, such as:
- “Main Business Menu”
- “After-Hours Menu”
- “Support Line Menu”
3. Select which phone number(s) will use this auto-attendant as the main entry point

Typically, you’ll set your main business number to route directly to the auto-attendant instead of a specific user.

Step 3: Write and record your main greeting¶

Your script should:

• State your business name
• Optionally mention hours
• Offer clear, limited options
• Say what to do if they’re unsure or don’t make a choice

Example main greeting script (business hours)¶

“Thank you for calling [Business Name]. Our normal business hours are Monday through Friday, 9am to 5pm. For sales and new customers, press 1. For existing customers, press 2. For billing, press 3. For our address and business hours, press 4. To leave a message, press 0. To repeat this menu, press 9.”

Example after-hours greeting script¶

“Thank you for calling [Business Name]. Our office is currently closed. Our business hours are Monday through Friday, 9am to 5pm. If this is an emergency related to [service], press 1 to reach the on-call technician. To leave a message for our team, press 2. For our address and business hours, press 3. To repeat this menu, press 9.”

How to record the greeting¶

Most systems give you three options:

• Record via your softphone or app
• Upload an audio file
• Type and use text-to-speech (TTS)

For a personal, human sound, recording your own voice or using a team member with a clear speaking style is usually best.

Step 4: Set up menu options and destinations¶

Now you’ll connect each menu number to an action.

Common options and where they go:

• Press 1 – Sales or New Customers
• Press 2 – Existing Customers / Support
• Press 3 – Billing
• Press 4 – Hours and Location
• Press 0 – Leave a Message

In your auto-attendant editor, you’ll typically:

1. Click Add menu option
2. Choose the key (0–9)
3. Select an action, such as:
- Transfer to user/extension
- Transfer to external number
- Go to voicemail
- Play message
- Go to another menu (for more complex setups)

Step 5: Configure time-based auto-attendants (day vs. night)¶

For a professional experience, use different auto-attendants or different greetings for:

• Business hours
• After hours
• Holidays

Look for:

• Time schedules
• Business hours routing
• Open/closed hours

Basic setup:

1. Create Daytime Auto-attendant (business hours greeting and routing)
2. Create After-hours Auto-attendant (closed greeting, limited options)
3. Under your main phone number’s settings:
- Assign daytime menu for business hours
- Assign after-hours menu for off hours and weekends

This way, callers always hear an accurate message—without you having to manually toggle anything every day.

Step 6: Decide what happens if callers don’t press anything¶

Many callers won’t press a key right away. Set a default behavior:

• Repeat the menu once or twice
• Then transfer to:

In your auto-attendant, look for:

• Timeout action
• No input handling
• Invalid entry handling

Good practice:

• On first no input: repeat the menu
• On second no input: send to voicemail

Step 7: Keep your menu short and simple¶

To avoid confusing callers:

• Limit to 3–5 main options, plus 0 for voicemail
• Use consistent numbering (1 for sales, 2 for support, etc.)
• Avoid more than one level of menus unless absolutely necessary

If you find yourself wanting 8–9 options, group some together and clarify in your greeting:

“For any other inquiries, press 0 to leave a message and we’ll route your request to the right person.”

Best Practices To Keep Your Softphone System Caller-Friendly¶

Once you know how to set up call forwarding and auto-attendant on a softphone, the next step is making sure it *stays* effective and customer-friendly.

Keep greetings up-to-date¶

Review your greetings and menus at least quarterly:

• Are your hours still correct?
• Have team members or roles changed?
• Are callers asking for things not covered by the menu?

Update scripts and re-record when needed.

Avoid “phone tree frustration”¶

Common causes of caller frustration:

• Too many menu levels
• Overly long greetings
• Options that don’t match real needs
• No way to leave a message

To avoid this:

• Aim for a greeting under 30–40 seconds
• Limit to one menu level for most small businesses
• Always provide an option to:

Balance automation with human touch¶

Automation should filter and guide—not block access.

Ideas:

• Let the auto-attendant handle basic triage
• Ensure at least one option reaches a real person during business hours
• Use call forwarding wisely so important calls don’t stay stuck in voicemail

Document your setup¶

Write down your configuration so you or a future team member can maintain it easily:

• Your business hours and after-hours rules
• Auto-attendant scripts
• Which menu options go where
• Call forwarding rules and destinations

Store this in a shared document or folder your team can access.

Train your team (if you have one)¶

If more than one person answers calls:

• Explain how calls will be routed
• Clarify who handles which types of calls
• Set expectations for returning voicemail messages (e.g., within one business day)

This ensures your polished phone system leads to consistently good service.

Troubleshooting Common Issues¶

Even a well-planned setup can run into hiccups. Here’s how to diagnose frequent problems.

Call forwarding isn’t working as expected¶

Check:

• Is call forwarding enabled for the right scenario (always, no answer, busy)?
• Is the destination number correct, with the proper country/area code?
• Does your mobile phone have coverage and isn’t in Do Not Disturb mode?
• Are you inside your defined business hours when testing time-based rules?

Try:

• Temporarily setting “always forward” to your mobile to ensure forwarding works at all
• Testing from an external number, not from inside your own system

Auto-attendant doesn’t answer calls¶

Verify:

• Your main number is pointing to the auto-attendant, not to a specific user
• The auto-attendant is enabled and active
• The schedule is set correctly (so the right menu is active at the right time)

If you changed numbering or added new numbers, make sure they’re routed to the correct menu.

Callers complain about confusing menus¶

Ask a few customers (or friends) to test your number and give honest feedback:

• Are options clear and easy to understand?
• Is the message too long?
• Do they know how to reach a real person or leave a message?

Based on feedback:

• Shorten your greeting
• Reduce or regroup menu options
• Add a clear “press 0 to leave a message” or “press 0 to reach our office” option

Poor call quality¶

If calls are choppy or delayed:

• Test your internet speed and stability
• Use wired connections for desktops when possible
• Close other bandwidth-heavy apps (large downloads, streaming, cloud backups)
• Check if using Wi‑Fi vs. mobile data makes a difference on your smartphone

If problems persist, contact your VoIP provider’s support—they can often see quality issues from their side.

Putting It All Together: A Simple Small Business Setup Example¶

To make this concrete, here’s a realistic configuration for a 3-person service business using a softphone.

Business profile¶

• Team: Owner, assistant, bookkeeper (part-time)
• Hours: Mon–Fri, 9am–5pm
• One main business number

Call forwarding setup¶

• During business hours
• After hours

Auto-attendant scripts (simplified)¶

Business hours greeting:

“Thank you for calling Brightway Home Services. Our business hours are Monday through Friday, 9am to 5pm. For sales and new service inquiries, press 1. For existing customers and service updates, press 2. For billing questions, press 3. For our address and business hours, press 4. To leave a message for our team, press 0. To repeat this menu, press 9.”

After-hours greeting:

“Thank you for calling Brightway Home Services. Our office is currently closed. Our business hours are Monday through Friday, 9am to 5pm. If you have an emergency regarding an existing service, press 1 to reach our on-call technician. For all other inquiries, press 2 to leave a message and we’ll return your call on the next business day. To repeat this menu, press 9.”

This kind of setup takes advantage of both call forwarding and auto-attendant on your softphone, giving you a receptionist-level experience without employing one.

Conclusion: Give Your Business A Professional Voice Without A Receptionist¶

Learning how to set up call forwarding and auto-attendant on a softphone is one of the highest-impact upgrades you can make to your small business communication.

With a few well-planned settings, you can:

• Make sure important calls always reach someone—or at least a clear voicemail
• Greet every caller professionally, 24/7
• Filter and route calls so you’re interrupted less, but still responsive
• Present your one- or two-person operation as a polished, organized company

You don’t need telecom expertise or expensive hardware. You just need:

1. A clear call flow plan
2. Simple, caller-friendly greetings
3. Thoughtful forwarding and scheduling rules

From there, your softphone can do the heavy lifting.

Set up your auto-attendant in minutes with our guided setup and give your business the professional phone presence it deserves—without hiring a receptionist.