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

Overview

This article covers how to locate your call forwarding number in HappyCo Manage and provides instructions for configuring the forwarding setup directly with your phone provider. This ensures unanswered calls are properly 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

• No Answer Forwarding: A phone provider setting that allows a call to ring briefly in the office (typically 3-4 rings) before automatically forwarding to your answering service if no one picks up.

Requirements

• No specific role is required to access the Call Forwarding tab; however, access to the property as part of the on-site team is required.

Steps

Setting up Call Forwarding is a two-part process. You must first locate your unique forwarding number in HappyCo Manage and then contact your phone provider to activate it.

Part 1: Locate Your Call Forwarding Number

1. Log into HappyCo Manage.
2. Click the Select Property drop-down menu in the upper left corner and choose your property.
3. Under Apps on the left side, click the Call Complete icon.
4. Select the Profiles tab.
   
5. Click the purple drop-down box to the right of the Profiles title and select Call Forwarding.
   
6. The call forwarding number is displayed 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 (e.g., AT&T, Vonage). Ensure you have your account number ready.
2. Request to activate No Answer Forwarding (some carriers use other names, common ones include conditional call forwarding, forward on no answer, or unanswered call divert) to the forwarding number located in Part 1.
3. Specify the number of rings to occur before forwarding the call (3-4 rings are recommended).

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.

Exceptions / Edge Cases

• Changing the Main Phone Number: If your property ownership provides a new main phone number, your HappyCo call forwarding number remains the same. You only need to forward unanswered calls from the new main number to your existing HappyCo call forwarding number to maintain continuity.
• Managing Multiple Properties: If you manage two properties as one and need shared on-call functionality, adjust the No Answer Forwarding with the carrier on the second property so it also forwards to the main on-call number. This allows callers to choose between the two properties while ensuring all calls route to the appropriate support.
• Resetting Accidental Forwarding: If you accidentally set up call forwarding from one property to another property within HappyCo, contact your phone provider directly. Have them remove the No Answer Forwarding for each property, then set up the correct forwarding numbers using the instructions in HappyCo for each specific property.

Troubleshooting

Problem: You are unable to access the dashboard provided in the self-guided information. 

• Cause: This is related to your user's access; your profile has to be added to the on-site team members via the Call Complete profiles tab.
• Resolution: If you are a Property Manager, reach out to your HappyCo Administrator and ask for review of your permissions. If you are part of an onsite team (leasing or maintenance), reach out to your Property Manager or Administrator and ask for a review of your permissions. If you are an Administrator and have issues with a property, please reach out to Support for review.

FAQs

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

Reach out to our Support Team and include wording (text-only) and property name.