Forward an existing number

You can keep publishing an existing business number and use your phone provider’s call-forwarding feature to send incoming calls to your RevSystems number. Forwarding is configured with the provider that controls the existing line; it does not move ownership of that number to RevSystems.

Before you forward calls

1. Open Phone System in Agent Center.
2. Copy the full RevSystems phone number assigned to the workspace.
3. Call that number directly from another phone.
4. Confirm that the expected greeting plays and the test appears in Inbox.
5. Make sure the existing line’s account owner can change its forwarding settings.

Do not forward production traffic to a destination that has not passed this direct test.

Choose the forwarding behavior

Providers commonly offer two approaches:

• Forward all calls sends every inbound voice call to RevSystems immediately. This is the clearest option when the agent should be the consistent first answer.
• Conditional forwarding sends calls only when the existing line is busy, unanswered, or unreachable. Use it when staff should have the first chance to answer, but confirm the ring delay and voicemail order with your provider.

Call forwarding normally applies to voice calls only. Text messages to the existing number do not automatically move to the RevSystems number.

Configure it with your provider

Provider menus, star codes, plan support, and fees can change. Use the provider’s current instructions and enter your RevSystems number as the forwarding destination.

Provider	Current official guidance	Setup note
AT&T	Manage Call Forwarding	Choose all-call or conditional forwarding supported by the specific business phone plan.
Verizon	Call Forwarding FAQs	Verizon documents both all-call and unanswered-call forwarding; confirm which behavior your line uses.
T-Mobile	Calling services	Follow the device-specific call-forwarding steps and verify that the plan accepts the destination number.
Comcast Business	Business VoiceEdge	Manage the applicable Always, Busy, or No Answer forwarding control in the business voice account.
Google Voice	Set up linked numbers	Google states that forwarding a personal Voice number to an automated answering system is unsupported. Contact your administrator or RevSystems Support before relying on this path.

For another provider, search its help center for call forwarding, always forward, or no answer forwarding, or ask its support team to forward calls to a ten-digit US voice number.

Prevent forwarding loops and voicemail conflicts

• Never set the RevSystems number to forward back to the original business number.
• Check whether the old voicemail answers before conditional forwarding occurs.
• If several lines are in a hunt group or auto attendant, confirm which line owns the forwarding rule.
• Review any after-hours schedule at the provider and inside your business procedures.
• Ask whether forwarded calls can create usage or long-distance charges under the current plan.
• Keep the original provider account active while forwarding is in use.

Verify the complete path

1. Call the existing published number from a separate phone.
2. Let the call follow the exact all-call or conditional path you configured.
3. Confirm the correct RevSystems greeting.
4. Complete one normal question and one enabled action.
5. Verify the call and action in Inbox.
6. Repeat once during business hours and once after hours if your provider uses a schedule.

Also test what happens when forwarding is removed. Record the provider setting you changed so your team knows how to reverse it during troubleshooting.

If a direct call to the RevSystems number works but the existing number does not, the problem is usually in the external forwarding path. See Agent is not answering for the isolation checklist.