Follow Me
Keep calls to your extension moving to the right phone when you are busy, away or working on the road.
In the CRM: Voice Features → Phone System → Applications → Follow Me
Stay reachable from one business identity
Follow Me controls how an individual extension receives incoming calls. You can send all calls to another destination, forward only when you are busy or unavailable, or ring a list of destinations with the timing you choose.
For a business owner visiting customers, this lets the advertised number and assigned extension stay consistent while calls reach the phone being used that day. Telnyx carries calls on the purchased business number; Mango9 handles the extension’s routing.
Open the extension you want to manage
- Open Voice Features → Phone System → Applications → Follow Me. The page heading is Call Forward.
- Find the extension and open its number or edit control.
- Choose the forwarding or Follow Me behavior described below.
- Review the destination numbers, then choose Save. Call the extension to check the behavior you intended.
Choose when to forward a call
Enable the setting you need and enter its destination. On Busy and No Answer can take precedence over the extension’s voicemail setting, so review where unanswered enquiries should end up.
For example, forward an unavailable salesperson’s enquiries to the office so a colleague can arrange the estimate or appointment.
| Setting | When to use it |
|---|---|
| Call Forward | Send all calls for this extension to the specified destination. |
| On Busy | Use another destination when this extension is busy. |
| No Answer | Use another destination when this extension does not answer. |
| Not Registered | Use another destination when the extension’s phone or app is not connected. |
Ring several destinations with Follow Me
Destinations with the same delay can start together. Stagger the delays when you want one phone to have the first opportunity to answer.
Enabling Follow Me turns off the all-calls forwarding and Do Not Disturb choices in this form. Review the final selections together before saving.
- Turn on Follow Me to reveal its destination list.
- Enter the extensions or phone destinations that should ring.
- Set Delay for when each destination starts ringing and Timeout for how long it can ring.
- Choose Confirm in Prompt when the recipient should accept the forwarded call before it connects.
- Review the settings and choose Save.
Use availability settings deliberately
Do Not Disturb is available on the same screen when you need to stop normal ringing at the extension. Make sure the surrounding call route gives the customer a useful next step.
The list page also offers Call Forward, Follow Me and Do Not Disturb actions for selected extensions. Review the selected rows before confirming an action.
Use Ring Groups when several employees share a sales or service line. Use Follow Me for the answering arrangement of one assigned extension.
Turn an answered call into the next step
A home-services business can keep an owner reachable during site visits, then use an SMS template to send the agreed appointment details. A lead-selling team can give a buyer an assigned extension and review that buyer’s delivery arrangement in the campaign.
When an AI agent handles enquiries or bookings, give it the service information and calendar process for the campaign. Keep forwarding aligned with the staffed and AI destinations you have chosen.