Dialpad Call Forwarding Troubleshooting – Fix Routing & Missed Calls
If your forwarding rules aren't working, here's how to fix them fast.
Common Issues
Forwarding Disabled
Forwarding disabled in Office Settings
Outdated Number
Outdated destination number
Wrong Call Order
Incorrect call-handling order
Network Permissions
Network permissions conflict
Step-by-Step Fixes
Check Office Settings
Go to Admin → Office → Call Handling & Voicemail
- • Verify forwarding is enabled for your number
- • Check if forwarding is restricted by admin policies
- • Ensure your user has forwarding permissions
- • Review any department-level restrictions
Verify Forwarding Destinations
Check forwarding destinations under Ring Devices
- • Confirm destination numbers are correct
- • Test each forwarding destination individually
- • Remove any disconnected or invalid numbers
- • Verify international number formatting
Reorder Call Sequence
Reorder or reset call sequence
- • Drag devices to change ring order
- • Set appropriate ring duration for each device
- • Configure simultaneous vs. sequential ringing
- • Test different timing configurations
Test Configuration
Test by calling the Dialpad number externally
🔧 Advanced Troubleshooting
Business Hours Conflicts
Check if business hours settings override forwarding rules:
- • Review business hours configuration
- • Check after-hours call handling rules
- • Verify holiday schedule settings
- • Test forwarding during different time periods
Network and Firewall Issues
Ensure your network allows Dialpad traffic:
- • Whitelist Dialpad IP ranges
- • Check SIP and RTP port configurations
- • Verify QoS settings for voice traffic
- • Test from different network connections
Common Scenarios & Solutions
📱 Mobile App Not Receiving Calls
- • Check push notification permissions
- • Verify app is running in background
- • Update to latest app version
- • Re-login to refresh connection
- • Check device's Do Not Disturb settings
🏢 Desk Phone Issues
- • Verify desk phone is properly registered
- • Check network connectivity and power
- • Restart desk phone and check firmware
- • Verify SIP credentials are correct
- • Test with different network connection
🌐 External Number Forwarding
- • Use full international format (+1...)
- • Verify external carrier allows forwarded calls
- • Check for call blocking or spam filtering
- • Test with different external numbers
- • Consider carrier-specific restrictions
Frequently Asked Questions
Can I forward to external numbers?
Yes—enter full E.164 format (+1…).
Why does forwarding stop after hours?
Business Hours rules override default settings.
Can I set up conditional forwarding?
Yes, Dialpad supports forwarding based on busy, no answer, or unreachable conditions. Configure these in your call handling settings.
How do I test if forwarding is working?
Call your Dialpad number from an external phone and verify the call reaches your forwarding destination. Test during different times and scenarios.
Why are some calls not forwarding?
Check for caller ID restrictions, international calling blocks, or spam filtering that might prevent certain calls from being forwarded.
Still Having Issues?
Access your Dialpad admin portal to review and test your call forwarding settings.