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Overview
This article will walk you through on how to forward numbers through the CallTower portal. This can be done with Intermedia and Teams Connect numbers. This is the process used to forward the Service Desk number (623) 882-7850 to AnswerNow.
Definitions
CallTower - Phone service provider
Intermedia - Contact Center service provider also referenced as Call Center or CCA.
Brink Pink - Closest pantone color I could find to match the color used for the save option used by the CallTower portal
Instructions
1. Login to the Calltower Connect Portal https://connect.calltower.com/connect/#/dashboard
2. Go to the menu icon at the top left (hamburger, pancake stack). Expand and select "Sip Trunks" --> "CT Cloud SIP (Meta)" option.
3. This screen will display the three collections we have DID phone numbers associated to.
- Goodyearaz.-OperatorConenctTrunk - List of all DID numbers owned by the City and assigned to Teams
- Goodyearaz.gov-IntermediaTrunk - Did numbers associated to Intermedia Contact Center.
- Goodyear AZ Temp - Temporary number assigned to our CallTower tenant used for testing.
4. Expand the collection that contains the number you want to forward. In this example we are going to forward the Service Desk number to AnswerNow. Select the "Sip DIDs" tab then enter the number in the filter dialog box. You can enter the last 4 of the number or all 10 digits with no spaces or special characters.
Expand the triangle icon to the left of the number to see the options. Under the "Forwarding" section click the check box "unconditional Enabled" and enter the 10-digit number you want to forward to with no spaces or special characters.
5. To the right there is menu icon (hamburger, pancake stack) icon in a Brink Pink colored circle. Mouse over the icon and select the save icon that has a floppy disk symbol in a smaller brink pink colored circle.
6. Once saved the forwarding begins immediately. Test by calling the number from an internal line and an external line like your cell phone.
Remove Forwarding Option
To remove the forwarding simply uncheck the "Unconditional Enabled" option as pictured in step 4. You do not need to clear the number. Save your changes and then make a test call from an internal and external number.