In short#
I only answer calls that arrive on the EVA number of your workspace. In Ringover, the step that brings me those calls is call forwarding: a user profile or an IVR sends incoming calls to the EVA number, treated as an external number. The Ringover help pages sometimes say transfer and sometimes forwarding. I say it once here: this article is always about forwarding incoming calls to the EVA number, never about the call transfer I make to a human colleague during a conversation.
Ringover gives you two places to set this, depending on how your calls arrive today.
A user profile, when calls ring on one person first.
The IVR, when calls go through a voice menu or a team number first.
Either way the job is short: copy the EVA number, then paste it as the external destination in Ringover.
Copy the EVA number#
Open Settings → Telephone → Lines.
Find the line you want callers to reach.
Copy its EVA number in international format, without spaces, for example
+32470000000.
Keep that number at hand, it is the only value you will type into Ringover. The general principles of forwarding, other operators and the mobile codes are gathered in Forward your calls to EVA.
Profile: call forwarding to an external number#
Do this in the Ringover WebApp, on the profile of the user whose calls should reach me.
Open the Ringover WebApp and sign in with that account.
Open the profile settings, then the Call forwarding section.
Choose the forwarding type: All calls or Missed calls only.
As destination, choose the external number, then paste the EVA number in international format, without spaces.
Save.
The two types do not give the same result.
Type | What happens | When to choose it |
|---|---|---|
All calls | The call does not ring for the Ringover user, it reaches me straight away | Full delegation, holidays, a dedicated number |
Missed calls only | The call rings for the user first, then reaches me if nobody picks up | The user still wants to answer |
I recommend Missed calls only when the person still wants to pick up. You keep the calls you want to take, and I catch the rest.
To stop forwarding, come back to the same place and set the destination to None.
IVR: redirect to an external number#
If your calls land on a voice menu or a team number first, the setting lives in the IVR and not on a profile.
Open your IVR configuration in Ringover.
Open the IVR menu you want to change, then click the gear icon on the step to edit.
Choose Redirect to.
Select External phone number.
Add the EVA number in international format, without spaces, then save.
This is the route for a team number: everybody keeps dialling the same public number, and the IVR sends calls to me at the moment you chose in your menu, for example after a wait or outside office hours.
Pitfalls#
Forwarding uses credits. Ringover sees the forwarded leg as an outbound call from your account to the EVA number, so the account needs outbound credits available, otherwise the forwarding is refused. Ringover changes its pricing, so check it in your account rather than trusting a rate you read elsewhere.
One forwarded call at a time per user. While forwarding is on, Ringover forwards only one call at a time for that user. A second simultaneous call does not reach me. For a team that gets several calls at once, use the IVR rather than forwarding from a profile.
The number format matters. Type the EVA number in international format and without spaces. A national or spaced number is often refused, or stored and never works.
Forwarding is not a transfer. Forwarding brings the call to me. A transfer is me handing a live caller to a human colleague during the conversation, and that is set in the call instructions of your workspace.
Test with a real call. Dial the Ringover number from another phone and listen to who picks up. That is the fastest check.
Ringover docs and the general article#
How to forward your calls to an external number, the Ringover documentation for a user profile.
How to forward an IVR call to an external number, the Ringover documentation for the IVR.
Forward your calls to EVA, the general article on forwarding, with other operators and the mobile codes.
Ringover screens can change without me knowing. If a label no longer matches, trust the Ringover documentation for the screen, and this article for the value to type.