Forwardings and Diverts

In the world of Yealink and VoIP, "Forwarding" and "Divert" are often used interchangeably, but they technically handle calls at different "layers" of the system.

Here is the breakdown of how they work and how they compare.

1. Call Forwarding (Handset-Side)

This is a device-level setting. When your Yealink phone receives an "Invite" (an incoming call), it checks its internal rules and immediately tells the server, "Don't ring me; send this to [Number] instead."

The Three Standard Types:

• Always Forward: Every single call is redirected immediately. The phone won't even chirp.
• Busy Forward: Only redirects if you are already on an active call.
• No Answer Forward: The phone rings for a set time (e.g., 12 seconds). If you don't pick up, it then sends the call elsewhere.

2. Call Divert (Contact-Specific)

On Yealink phones, "Divert" is often a Directory-level feature. It allows you to be surgical. Instead of forwarding everyone, you only redirect specific people.

• Example: You can set a rule in your Directory so that if "Unknown/Private" numbers call, they are automatically diverted to your assistant, while your teammates' calls still ring your desk.

3. Comparison: Forwarding vs. Divert

4. Critical Distinction: Phone-Side vs. Server-Side

This is where most users get confused.

• Phone-Side (Yealink Menu): The instruction lives on the physical phone. If the phone loses internet or power, the forwarding fails, and the caller will just hear dead air or go to your system's default voicemail.
• Server-Side (ISP/PBX Portal): You set the forwarding in your VoIP provider's web portal (e.g., 3CX, RingCentral). This is much safer; even if your Yealink phone is smashed with a hammer, the call is redirected at the "cloud" level before it ever tries to reach your office.

How to set up Forwarding on your Yealink:

1. Press the Menu softkey.
2. Navigate to Features > Call Forward.
3. Select the type (Always, Busy, or No Answer).
4. Enter the Target Number.
5. Press Save.