Vonage 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
Forwarding Disabled
Forwarding rules disabled in settings
Incorrect Number Format
Incorrect destination number format
Business Hours Restrictions
Business-hours restrictions override forwarding
Voicemail Precedence
Voicemail precedence over forwarding
Fix Steps
Check Phone System Settings
Admin Portal → Phone System → Call Forwarding
- • 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 Active Destinations
Verify active destinations and enable simultaneous ring if needed
- • Confirm destination numbers are correct and active
- • Test each forwarding destination individually
- • Remove any disconnected or invalid numbers
- • Verify international number formatting (E.164)
Test Configuration
Test call internally and 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
Call Flow Priority
Understand Vonage's call handling priority:
- • Auto-attendant rules take precedence
- • Hunt groups override individual forwarding
- • Voicemail settings can block forwarding
- • Ring duration affects forwarding timing
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 a cell number?
Yes – use full E.164 format.
Why does forwarding stop after hours?
Your schedule rules override default forwarding.
Can I set up conditional forwarding?
Yes, Vonage 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 Vonage 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 Vonage admin portal to review and test your call forwarding settings.