Nextiva Call Forwarding Troubleshooting – Fix Missed Calls
Forwarding ensures your team never misses a call. If it fails, here's how to fix it fast.
Common Causes
🔧 Configuration Issues
- • Forwarding rules disabled
- • Incorrect destination number format
- • Business-hours restrictions
- • Voicemail precedence over forwarding
- • Ring timeout settings too short
- • Multiple conflicting rules
📱 Device & Network Issues
- • Destination phone turned off
- • Poor cellular signal strength
- • Do Not Disturb mode enabled
- • Carrier blocking forwarded calls
- • International forwarding restrictions
- • Network connectivity problems
Fix Steps
Access Voice Portal Settings
Voice Portal → Settings → Call Routing → Forwarding Rules
- • Log into your Nextiva admin portal
- • Navigate to the voice management section
- • Look for call routing or forwarding options
- • Check if forwarding is enabled globally
Verify destination numbers
Verify each destination number is valid (E.164 format)
- • Check for correct country and area codes
- • Ensure numbers include proper formatting
- • Test each destination number individually
- • Remove any invalid or disconnected numbers
Reorder ring sequence
Reorder ring sequence if needed and enable simultaneous ring
- • Set appropriate ring duration for each device
- • Configure simultaneous vs. sequential ringing
- • Adjust priority order of forwarding destinations
- • Set up fallback options for unreachable devices
Test with external call
Test functionality with an external call to verify the fix
Advanced Troubleshooting
📋 Check Business Hours Settings
Business hours can override forwarding rules during specific times.
- • Review your business hours configuration
- • Check if after-hours routing is different
- • Verify holiday schedules aren't interfering
- • Test forwarding during both business and after hours
🔄 Ring Group Configuration
Ring groups can conflict with individual forwarding rules.
- • Check if the extension is part of a ring group
- • Review ring group forwarding settings
- • Ensure individual and group rules don't conflict
- • Test with the extension temporarily removed from groups
📞 Voicemail Interaction
Voicemail settings can interfere with call forwarding.
- • Check voicemail pickup timing
- • Ensure forwarding happens before voicemail
- • Review "no answer" timeout settings
- • Test with voicemail temporarily disabled
🔍 Diagnostic Steps
Test Scenarios
- • Call from external number
- • Call from internal extension
- • Test during business hours
- • Test after business hours
- • Test with mobile phone off/on
Check Call Logs
- • Review call detail records
- • Look for forwarding attempt logs
- • Check for error codes or messages
- • Verify call routing paths
⚡ Quick Fixes to Try First
- • Disable and re-enable forwarding: Sometimes a simple toggle fixes the issue
- • Clear and re-enter destination numbers: Remove formatting errors
- • Test with a different destination: Isolate if it's a specific number issue
- • Check mobile phone settings: Ensure Do Not Disturb is off
- • Restart the Nextiva app: Refresh connection and settings
Frequently Asked Questions
Can I forward to multiple devices?
Yes—Nextiva supports simultaneous ringing.
Why does forwarding stop after hours?
Business-hours settings override forwarding rules.
Can I forward calls to international numbers?
Yes, but check with Nextiva about international forwarding rates and restrictions. Some plans may have limitations on international call forwarding.
Why do some calls forward but others don't?
This usually indicates conditional forwarding rules based on caller ID, time of day, or call type. Review your advanced routing settings for specific conditions.
How do I set up different forwarding for different callers?
Use Nextiva's advanced call routing features to create rules based on caller ID, area code, or contact groups. This allows VIP callers to reach you directly while others go to voicemail.
Still Having Issues?
Contact Nextiva's amazing support team for personalized troubleshooting assistance.