Note: This article covers Call Complete Standalone. For the current experience, see our Call Complete or Call Management articles.

Overview

This article explains how to locate your property's unique Call Forwarding number in Call Complete and how to set up forwarding with your phone provider to ensure unanswered calls are correctly routed to your answering service. We recommend completing this during off-hours or low-volume periods to avoid missed calls while the carrier activates the change, as live changes to call forwarding affect inbound calls.

Key Concepts

• Unique Property Numbers: Each property is assigned its own unique Call Complete number.
• No Answer Forwarding: To ensure your team has time to answer calls before they go to the answering service, you must use a specific type of forwarding called "No Answer Forwarding." This allows the phone to ring a set number of times before routing the call away from the office.

Requirements

• You require Property Manager or Administrator roles to access the Settings tab in the Call Complete Standalone Portal.
• Make sure to have your forwarding phone number ready when contacting your phone provider.

Steps

Part 1: Locate Your Call Forwarding Number

1. Log in to Call Complete.
2. Click on the Settings tab.
3. Select the Call Forwarding option.
   
4. Locate your unique call forwarding number on the left side of the screen. Make sure to note it exactly as displayed (including area code).
   

Part 2: Set Up Forwarding with Your Phone Provider

1. Call your phone provider (for example, AT&T, Vonage, etc.).
2. Ask the representative to activate No Answer Forwarding (some carriers use other names; common ones include conditional call forwarding, forward on no answer, or unanswered call divert) and provide them with your Call Complete forwarding number.
3. Specify the number of rings you want to occur before the call forwards. We recommend setting this to 3-4 rings. Note: Setting it to 3-4 rings gives you the opportunity to pick up the call in the office before it automatically forwards to your answering service.

To confirm that the setup has been completed correctly, place a test call to the main office number and let it ring through to verify it forwards correctly; you should hear our answering service providing you different prompts to select.

Troubleshooting

• Problem: Incoming calls are going straight to messages, the phone line is not ringing, or callers are not prompted with any options when the office line is forwarded.
  Cause: The call forwarding setup with your phone provider is incorrect (e.g., calls are forwarding immediately rather than waiting for an answer).
  Resolution: Contact your phone provider and explicitly request to activate No Answer Forwarding to your designated Call Complete phone number. Provide your account details and ensure they set the rule to wait 3-4 rings before forwarding the call.

   

• Problem: Calls are dropped or line sounds busy after forwarding is done and your service provider confirmed setup is correct.
  Cause: Phone number is not active in our system.
  Resolution: Reach out to our Support Team with relevant information, such as the property name and associated email.

FAQs

How can I change the greeting message for our phone line?