Let’s be honest: remote teams live and die by their communication setup. If you’re using Callhippo to run your business phones, you need call forwarding rules that just work — no missed leads, no frustrated customers, no teammates getting calls at 3 a.m. This guide is for anyone who wants a simple, reliable way to manage call forwarding in Callhippo, without wading through vague help docs or getting lost in menus.
We’ll walk through exactly how to set up and tweak call forwarding for real-world remote teams, not just the “perfect” teams in marketing demos. You’ll get the steps, some honest takes on what’s worth your time, and a few ways to avoid common headaches.
Why Call Forwarding Matters for Remote Teams
When your team is spread across cities (or continents), calls can’t just ring at one desk phone. People work odd hours, hop on planes, or need to unplug. Good call forwarding means:
- No customer is left hanging.
- Calls go to the right person, not a group chat panic.
- Teammates get actual downtime (instead of surprise after-hours calls).
But here’s the catch: if you don’t set up rules carefully, you’ll end up with dropped calls, annoyed customers, or worse — a team that ignores the phone altogether.
Step 1: Know What You Actually Need
Before diving into Callhippo settings, get clear on what you want:
- Do you want calls to ring everyone at once, or in a set order?
- Should calls roll over to a backup person if the first is busy or offline?
- Are time zones going to be a problem?
- Do you need after-hours forwarding to a different number or voicemail?
Jot down your answers. It’ll save you from wrestling with the settings later.
Pro tip: Don’t over-engineer. Start simple. You can always add more rules, but if you create a maze, you’ll get lost — and so will your calls.
Step 2: Get Familiar With Callhippo’s Forwarding Options
Callhippo’s forwarding isn’t magic, but it does cover most scenarios remote teams need. Here’s what you can do:
- Forward to multiple teammates (simultaneously or in sequence)
- Forward to external numbers (like a manager’s mobile)
- Set up rules by time of day (“business hours” vs. “after hours”)
- Fallback to voicemail, or another number, if no one picks up
Some features — like advanced routing based on caller ID or location — are only in pricier plans. For most teams, the basics cover 90% of needs.
What to ignore: Don’t bother with “IVR” or “call queues” unless you’re running a big support or sales operation. For most remote teams, forwarding rules are enough.
Step 3: Set Up Basic Call Forwarding in Callhippo
Ready to actually set things up? Here’s the step-by-step:
1. Log in and Go to the Numbers Section
- Log in to your Callhippo dashboard.
- Click on the “Numbers” tab. This shows all your business phone numbers.
2. Pick the Number You Want to Manage
- Click the gear/settings icon next to the number you want to set up forwarding for.
- You’ll land on the number’s settings page.
3. Find the “Call Forwarding” or “Call Routing” Option
- Look for a section called “Call Forwarding,” “Call Routing,” or similar.
- Click to open it. (The UI changes a lot, so be patient — sometimes it’s under “Advanced Settings.”)
4. Add Team Members or External Numbers
- You’ll see options to add users from your Callhippo team, or type in external phone numbers.
- Decide if you want:
- Simultaneous ringing (everyone’s phone rings at once)
- Sequential ringing (rings one person, then moves to the next if no answer)
- Drag and drop to set the order, if you’re using sequential.
Honest take: Unless you have a tiny team, simultaneous ringing can get noisy. Sequential is less stressful, but make sure your ring times aren’t too long.
5. Set Ring Duration and Fallbacks
- For each person/number, set how long the call should ring before moving on (e.g., 15 seconds).
- Add a fallback — like voicemail, a backup number, or your own mobile.
Don’t skip this: Without a fallback, unanswered calls can vanish into the void. Always set a safety net.
Step 4: Customize Rules for Time Zones and Schedules
Remote teams work odd hours, so set up rules that match:
1. Set “Business Hours” for Each Number
- In the forwarding settings, look for a “Business Hours” or “Working Hours” section.
- Set when this number should ring your team (e.g., 9am–5pm in each user’s local time).
- For after-hours, forward to a different number, or send straight to voicemail.
2. Handle Holidays and PTO
- There’s no “holiday mode” in Callhippo, but you can quickly swap out users or change forwarding rules if someone’s offline.
- Remind your team to update their availability. If you’re the admin, check settings before long weekends.
Pro tip: Keep a shared doc with everyone’s backup numbers. When someone travels or takes PTO, update the rules. Don’t rely on people to remember.
Step 5: Test Your Setup (Don’t Skip This!)
It’s shocking how often forwarding rules look right but don’t work. Test every scenario:
- Call your business number from an external phone.
- Try during business hours, after hours, and weekends.
- Let the phone ring out — does it hit the right fallback?
- Ask a teammate in another time zone to double-check their setup.
If something’s off: Go back and tweak the rules. Callhippo saves changes instantly, so you can test as you go.
Gotcha to watch for: If you forward to external cell numbers, make sure those phones aren’t set to “Do Not Disturb” or your calls will hit a dead end.
Step 6: Keep It Simple (and Document Everything)
- Don’t create a Rube Goldberg machine. The more layers you add, the harder it is to troubleshoot.
- Keep a doc or spreadsheet of your call forwarding rules. Share it with the team.
- Update the doc anytime you add or remove someone from a rule.
Why bother? When a call goes missing, having clear documentation means you can fix it fast — instead of playing “guess the settings.”
Step 7: Review and Adjust Regularly
Call forwarding isn’t “set and forget.” Teams change, people come and go, and business hours shift.
- Check your rules quarterly (or after any big team change).
- Ask team members if they’re getting after-hours calls by mistake.
- Clean up old numbers or users to avoid confusion.
What Works, What Doesn’t, and Common Pitfalls
- Works well: Sequential forwarding with clear fallback and business hours covers most remote team needs.
- Doesn’t work: Overcomplicated chains, or not setting a fallback — both lead to missed calls.
- Ignore: Fancy features unless you have a real need. Keep your setup practical.
- Pitfall: Forgetting to update rules when someone leaves or changes roles.
Quick Troubleshooting Tips
- Calls aren’t forwarding? Double-check each user’s device is online and logged in.
- External numbers not ringing? Make sure you entered the full country code and the phone is able to receive calls.
- Calls going to voicemail too soon? Increase the ring duration.
- Still stuck? Callhippo’s support is hit-or-miss, so lean on your own testing and documentation.
Wrapping Up
You don’t need a “cloud telephony transformation” — you just need calls to reach the right person, every time. Start simple, write down your rules, and tweak as your team grows. If you keep it clear and honest, you’ll spend less time fixing phones and more time actually talking to customers.