How to Set up Call Forwarding in LeadLocate

Decide which phones ring when a customer calls your tracking number, and what happens after close.

1. Open IVR Settings

   Sign in as a Master Administrator. Open Billing & Admin, then Account Settings, then Phone & IVR and IVR Settings. Forwarding lives in the Call Handling section, which applies to every forwarded call whether or not a custom call flow is on.

2. Edit the Forward Calls To list

   The Forward Calls To field holds the phone numbers that ring when a customer calls. A new account fills it from the store's users. Separate numbers with commas to ring several phones at once, and write an extension after the number with a hash sign. Add a desk line, remove a rep who moved to service, and keep the list to phones a person answers.

3. Keep user mobiles current

   Open User Management and check the Mobile phone (US) on each salesperson. The ring list is only as accurate as the user roster it is built from, so a rep who changed phones needs the new number on their record.

4. Choose whether to ring the assigned salesperson

   Under Call Handling there is a checkbox that rings the assigned salesperson when a customer the CRM already knows calls in, while everybody else rings the numbers on the list. Turn it on if your reps own their customers; leave it off if the whole floor answers every line.

5. Decide on the press 5 confirmation

   The last checkbox in Call Handling makes whoever answers press 5 to accept the call, so a personal voicemail box is treated as unanswered and the rest of the list keeps ringing. Turn it on once the list is all cell phones and desk phones. Turn it off if a number on the list is a phone tree, because a switchboard does not press buttons.

6. Set store hours, save and test

   Tick Open 24 hours or use Edit Hours to enter the real schedule, so calls after close hear the Company Voicemail greeting instead of ringing an empty showroom. Save with the bar at the bottom of the page, then call the tracking number from a cell phone and confirm the right phones ring.

You need a Master Administrator login, because the Call Handling controls on IVR Settings are read only for anyone else. You need the mobile numbers of the people who should answer, already entered on their records in User Management, and a decision about whether calls should ring everyone at once or reach the assigned salesperson first.

Nothing needs to be turned on. When the account is created, a tracking number is provisioned, the Forward Calls To list builds itself from the store's users, the line is open around the clock and the press 5 confirmation is off, so the first call simply rings through. This guide is for the store that wants something different: a desk line on the list, real business hours, or a confirmation that keeps a carrier voicemail box from ending the call.

A call to the tracking number rings every phone on the Forward Calls To list at the same time. With the press 5 confirmation on, the person who answers hears a short prompt, presses 5, and is talking to the customer; a phone that rolled to its own voicemail never presses 5, so that leg is treated as unanswered and the others keep ringing. If nobody accepts, the caller hears the Company Voicemail greeting and the message lands on the call log with a transcript.

Every forwarded call shows on the Calls page with who answered, how long it lasted and the recording, and on the lead's timeline in order with the texts and emails around it. On the LeadLocate mobile app the same list is under Call Logs, and the inbound call alert screen shows the caller's name before the rep answers. After close, a caller gets the after hours handling you set instead of four phones ringing in an empty building.

Leave your number and a lead specialist calls you back to answer your questions about pricing, coverage, and setup. Mon - Sat, 9:00 AM - 6:00 PM Pacific.

Prefer to talk right now? Call or text 844-376-2274.

Nobody's phone rings. The Forward Calls To list is empty, holds a number with a typo, or the page was never saved. Reopen IVR Settings, check each entry against the Mobile phone (US) on the user records, and save again. If Answering Service is handling your calls, the list is replaced by the service and is read only until the service is turned off.

A caller reaches a rep's personal voicemail greeting. The press 5 confirmation is off, so the carrier's voicemail answered the call. Turn the confirmation on in Call Handling, and make sure no entry on the list is a phone tree.

Phones ring at night. Open 24 hours is ticked. Clear it and use Edit Hours to enter the store's real schedule; the team calendar and anything that answers the phone for you follow the same hours.

Forwarding is the middle of the phone stack, between the number a customer dials and the person who answers. The call forwarding and ring lists feature page explains what the list does on a normal Saturday, and tracking phone numbers covers the lines that ring it. When the store wants a greeting or a menu before a phone rings, the virtual receptionist and the IVR call flow builder sit on the same page.

What a caller hears when the whole list is busy is the greeting on Company Voicemail, covered on the voicemail drop and greetings page. To make a missed call a text to the right person, turn on Call Alerts in your notification preferences. The rest of the guides are on the help center.

Keep the list made of your own users for as long as you can. While it is, it keeps rebuilding itself from the roster, so a new hire rings on their first day and a departed rep stops ringing the day they leave. The moment you add a number that is not one of your users, such as an office line, the list becomes yours to maintain by hand.

Test after every change by calling from a phone that is not on the list, and listen for the press 5 prompt. A ring order instead of all at once, or a different list for one tracking number, is available on request, and our team puts it in production for your dealership. Ask through contact us.

Can I forward calls to a desk phone as well as cell phones?

Yes. Enter the desk line in the Forward Calls To field alongside the mobiles, separated by commas, and add an extension after the number with a hash sign if the line needs one.

Why does whoever answers have to press 5?

So a personal voicemail box is never mistaken for a person. A carrier's voicemail cannot press 5, so that leg is treated as unanswered, the rest of the list keeps ringing, and if nobody accepts the caller hears the store's own greeting.

What happens to calls after we close?

Business hours set with Edit Hours decide it. After close a caller gets the after hours handling instead of ringing the list, the message lands on the call log, and the first rep to sign in the next morning sees it on the lead.

How dependable is forwarding once it is switched on?

It is built so your store keeps selling. The ring list travels with the tracking number itself, so a customer who dials it rings every phone you listed, the press 5 confirmation keeps the call away from voicemail, and the call, its recording and its outcome land on the lead record for a manager to review.

Tell us who should answer and when. Our team reviews the list, the hours and the press 5 setting with you on a short call.

Prefer to talk right now? Call or text 844-376-2274.