Introduction

Call Forwarding, or the Forward-to-Device feature, allows you to automatically route incoming calls on your CallHippo numbers to your personal or business phone number, ensuring that you never miss important calls, whether you're at your desk or on the move. This feature improves your availability and keeps communication seamless across devices.

How Call Forwarding Works

When Call Forwarding is enabled, incoming calls to your CallHippo number are redirected to a number of your choice (like your mobile or landline). The experience varies slightly depending on your login status:

  • Logged in to the Web Dialer or Mobile App:
    The call rings on the dialer or app for up to 30 seconds. If unanswered, it’s forwarded to your designated number.

  • Logged in only to the Web Dialer:
    The call rings simultaneously on your web dialer and the forwarded number.

  • Logged in only to the Mobile App:
    The call rings on the app first. If it goes unanswered within 30 seconds, it is forwarded to your assigned number.

Tips for Seamless Call Forwarding

  • Log out of the CallHippo dialer and mobile application when you want calls to be forwarded directly without ringing on the app.

  • Make sure your forwarded number is active and reachable.

  • Maintain a sufficient credit balance to ensure uninterrupted call forwarding, as it applies to both incoming and outgoing legs of the call.

  • When you are entering the external numbers you want the incoming calls to be forwarded to, you need to enter them with the correct country code.

Important Notes on Charges

Call forwarding includes two chargeable components:

  1. Incoming Call Charges
     These apply when a call is first received on your CallHippo number. Charges depend on the country code of your CallHippo number.
     ➤ View Incoming Call Charges: https://callhippo.com/global-number-charges/?phonesystem=business

  2. Outgoing Call Charges
     When the call is forwarded to your selected device, outgoing call charges are applied based on the destination country.
     ➤ View Outgoing Call Charges: https://callhippo.com/outbound-calling-charges/?phonesystem=business

To avoid forwarding charges, use the CallHippo mobile app (iOS or Android) to receive calls directly without redirection.

Best Use Case Scenarios

  • Stay connected while traveling or working remotely.

  • Maintain professionalism by answering business calls from any device.

  • Ensure after-hours coverage by forwarding calls to team members or alternate numbers.


Follow these simple steps to activate Smart Call Forwarding on your CallHippo account.

Step 1: Log in to Your CallHippo Account

  • Open your web browser and go to the CallHippo login page.

  • Enter your credentials and sign in to your account.

Step 2: Navigate to the Users Section

  • Click on “Users” from the dashboard.

  • You will see a list of all users associated with your CallHippo account.



Step 3: Select a User

  • Choose the user whose number needs Smart Call Forwarding.

  • Click on the gear icon next to their name to open user settings.


Step 4: Access the Forwarding Settings

  • In the user settings menu, select “Forward-to-Device”.


Step 5: Enable Call Forwarding

  • Toggle the “Forward-to-Device” switch to turn it on.

  • The settings will be saved automatically.

Important: Call Forwarding will not work if the number you’re forwarding calls to is in a country that’s not included in your plan, and your account doesn’t have any calling credits.

How to check the count/number of calls received from Forward to device number?


Additional settings related to Call Forwarding.

1. Get the Call on the Forwarded Device and CallHippo Number Simultaneously

This setting controls how incoming calls are routed when Call Forwarding is enabled.

  • When Enabled: Incoming calls will ring both on your CallHippo dialer and your forwarded device at the same time, allowing you to answer from whichever device is most convenient.

  • When Disabled: Incoming calls will ring on your CallHippo dialer first. If the call is not answered within 30 seconds, it will then be forwarded to your designated device.




2. Machine detection


When a call is forwarded to your device, the system will automatically detect if an answering machine is present. Instead of the machine's voicemail, it will play the voicemail set in CallHippo's number settings.


Important: An additional charge of $0.02 per call will apply and will be deducted from the available calling credits in your account.

Please note: This feature will not function if your account does not have sufficient calling credits.


Steps: You can enable it by clicking on the toggle option for machine detection.




Some basic queries related to the Call Forwarding feature:


Q: Can I have the call ring on both my forwarded number and CallHippo dialer at the same time?

A: Yes, by enabling the “ring simultaneously” setting, the call will ring on both your CallHippo dialer and forwarded number at the same time.


Q: What should I do if I want calls to go directly to my forwarded number without ringing on the app?

A: Simply log out of the CallHippo mobile app and CallHippo web dialer to have calls routed directly to the forwarded number.


Q: How can I avoid paying extra for call forwarding?

A: Use the CallHippo mobile app to take calls directly. Also, make sure to turn off the call forwarding feature so calls don’t get forwarded to the external number.


Q: What happens if my forwarded number is in a country not included in my plan?

A: Call Forwarding will not work unless your account has calling credits and or your active plan supports that country.


Q: What happens if I don’t have enough calling credits for call forwarding?

A: If the country of your forwarding number isn’t covered by your plan and you don’t have enough calling credits, call forwarding won’t work. To avoid interruptions, make sure you have enough credits or that the forwarding number’s country is included in your plan.


Q: Why is the call forwarding feature not working for my international number?

A: The number you’re forwarding to must be in a country covered by your plan. If it’s not, you’ll need to have calling credits in your account for forwarding to work.


Q: What does the machine detection feature actually do?

A: It detects whether a forwarded call is answered by a machine. If so, it overrides the device’s voicemail and plays the voicemail set in your CallHippo settings. This helps maintain a consistent caller experience.


Q: How do I stop incoming call forwarding to my personal number?
A: To stop incoming calls from being forwarded to your personal number, follow these steps:

  1. Log in to your CallHippo account via the web dashboard.

  2. Go to the Users section and select the relevant user.

  3. Click the gear icon to open the user’s settings.

  4. Navigate to the Forward-to-Device settings.

  5. Toggle the Forward-to-Device switch off to disable call forwarding.

Once disabled, incoming calls will no longer be redirected to your personal number.

Q: How can I forward calls to multiple phones?
A: CallHippo does not support forwarding a single call to multiple external phone numbers at the same time. Call forwarding can only be set to one designated number per user.


I hope this helps. If you still face any queries, please feel free to reach out at [email protected]