In short#
I only answer calls that arrive on the EVA number of your workspace. So the job in Telavox is simple to state: make your incoming calls land on that number before anyone picks up.
One word of warning about vocabulary. Telavox says transfer in its interface and in its help article, other operators say forwarding, and both point to the same mechanism here. In this article I always mean call forwarding: an incoming call to your Telavox number is routed to the EVA number. It is not me handing a live caller to a human colleague, which happens during a conversation and is set in your workspace.
Three situations, three answers:
A number used by a person, on a fixed line or a mobile: forward it from that person's profile.
A reserved landline with nobody behind it: forward it from the admin portal.
A queue: no forwarding field of its own, so the call has to reach a profile first.
The labels below are the ones from the English Telavox interface. If yours is in another language, look for the equivalent in the same place.
Copy your EVA number#
Open Settings → Telephone → Lines.
Find the line your callers should reach.
Copy its EVA number in international format, without spaces, for example
+32470000000.
Keep that number at hand: every field below asks for it. For the general picture of forwarding, and for the codes and settings of other operators, read Forward your calls to EVA.
Automatic forwarding on a profile#
In Telavox, incoming call handling lives on a profile, not on the handset. A profile is a set of rules that you switch on by hand or on a schedule.
In the Telavox app, open the settings gear, then Profiles.
Pick the profile you want to change, or create one for this purpose.
Open Incoming calls.
Under the calls to your fixed number, and again under the calls to your mobile number, open After referral and choose Forward to number.
Paste the EVA number in international format, without spaces.
Repeat for the other conditions you want me to catch: busy, not answered, no connection. For not answered, set the number of seconds the phone rings before the call reaches me.
Save the profile, then activate it manually or give it a schedule.
That last step decides everything. A profile that is never activated changes nothing, and calls keep ringing where they ring today. If forwarding should follow your opening hours, a schedule is the reliable way to do it.
Reserved landline (admin)#
A reserved number has no user and no handset behind it, so there is no profile to configure. You forward it from the admin portal.
Open the Telavox admin portal.
Go to Phone number → Existing numbers.
Select the reserved landline.
Choose Configure forwarding and enter the EVA number.
Reserved mobile numbers do not work this way. A mobile number needs an active mobile subscription with a SIM behind it before it can forward anywhere. Give that number to a user and forward it from their profile instead.
Queues#
A Telavox queue has no native overflow to an external number. There is no field in the queue where you can paste the EVA number, so the call has to pass through a profile.
Two paths work:
Add a delayed answer group to the queue and point it at a user whose profile forwards to the EVA number. Calls that wait long enough reach that user, and the profile sends them to me.
Give a direct number to a user or a profile that forwards to the EVA number, and route your callers to that number.
In both cases the forwarding rule itself stays on a profile. The queue only decides when the call gets there.
Pitfalls#
The profile is saved but never activated. Switch it on by hand or attach a schedule, otherwise nothing is forwarded.
The number is typed in national format or with spaces. Every destination field wants the international format, for example
+32470000000.Only one condition is filled in. Forwarding after referral does not cover busy, not answered or no connection. Fill in each condition you want me to catch.
Voicemail picks up first. If a Telavox voicemail or an operator voicemail sits on the same condition, it can win the race and the call never reaches me.
The reserved number is a mobile. Those cannot be forwarded from the admin portal, they need an active subscription and a SIM.
Queue calls sent to an external mobile on another operator. Telavox cannot see whether that phone is reachable, so the voicemail of that mobile, or its own divert, can steal the call and it never comes back to the queue. Log out of the queue when that phone will be unreachable. This is not the route to me: the EVA number is reached as an external destination through a profile forward, in the same way as a landline. Telavox explains the risk in Queue calls to external mobile.
Nobody tested it. Call the number from an outside phone once the profile is active, and check that I answer.
Vendor documentation#
The Telavox help article is Transfer calls. It covers both the handover of a live call and the automatic forwarding described here. Only the second part concerns me. Screens and labels can change on their side, so their article stays the reference for the exact wording.
For forwarding with another operator, or for mobile codes, open Forward your calls to EVA.