# Forwarding (between call flows)

The Forwarding module enables calls to be transferred between different [Call Flows](../the-panel#call-flows). This is particularly useful for organizations with multiple departments or complex routing needs.

:::tip[Common Uses]
- Department transfers
- Escalation paths
- Cross-team routing
- Overflow handling
- Multi-location routing
:::

![Forwarding module](/docs/phone-system-guide/modules/img/forwarding-module.png)

## How It Works {#how-it-works}

Forwarding between call flows requires two components:
1. An [Internal Number](./internal-number.md) in the destination call flow
2. A Forwarding module in the source call flow

## Step-by-Step Setup {#step-by-step-setup}

### 1. Set Up Destination Call Flow {#1-set-up-destination-call-flow}

First, create an Internal Number in the call flow you want to forward calls to:

![Internal Number in destination call flow](/docs/phone-system-guide/modules/img/forwarding-internal.png)

1. Make sure the extension exists under **Numbers > Internal Numbers** (add it there first if needed)
2. Add an Internal Number module to the destination call flow and select that extension (e.g., 9999)
3. Connect it to the desired call path

### 2. Configure Forwarding {#2-configure-forwarding}

![Forwarding configuration interface](/docs/phone-system-guide/modules/img/forwarding-create.png)

In the source call flow:
1. Add the Forwarding module
2. Set a descriptive name
3. Select the Internal Number destination from step 1

## Practical Example {#practical-example}

Here's a complete forwarding setup between Support and Sales call flows:

### Support Call Flow {#support-call-flow}
![Support call flow with forwarding](/docs/phone-system-guide/modules/img/forwarding-example-flow.png)

### Sales Call Flow {#sales-call-flow}
![Sales call flow receiving forwarded calls](/docs/phone-system-guide/modules/img/forwarding-example-to-sales.png)

In this example:
1. Support call flow has a [Voice Menu](./voice-menu.md) where:
   - Press 1: Route to Sue
   - Press 2: Route to Jim
   - Press 3: Forward to Sales

2. Sales call flow receives forwarded calls through:
   - Internal Number (extension 9999)
   - Routes to Sales Queue
   - Fallback to voicemail

:::tip[Best Practices]
- Use clear naming conventions
- Document extension numbers
- Test forwarding paths
- Consider fallback options
- Monitor forwarding patterns
:::

## Advanced Tips {#advanced-tips}

| Feature | Description | Best For |
|---------|-------------|----------|
| Multiple Forwards | Chain forwarding between flows | Complex organizations |
| Extension Planning | Systematic extension numbering | Easy memorization |
| Fallback Routes | Alternative paths if forward fails | Reliability |

:::warning
When setting up forwarding:
- Avoid circular forwarding paths
- Test complete call flows
- Ensure extension numbers are unique
- Document forwarding routes
:::