Simultaneous forwarding rings every phone at once and the first to answer gets the call. Sequential forwarding rings one phone at a time, in order, for a set time each. Use simultaneous when speed matters most (sales, small teams). Use sequential when there's an order of responsibility (owner first, then staff) or when you want repeat callers to reach the same person.
Set up both and test them: Open the Call Forwarding portal and create a rule on your number.
The two strategies side by side
| Simultaneous (ring all) | Sequential (one by one) | |
|---|---|---|
| How it rings | All phones at once | First phone, then second, then third |
| Who gets the call | First to answer | First in the list who answers |
| Caller wait time | Shortest | Longer if the first people don't pick up |
| Fair distribution | Favours the fastest person | Favours the top of the list |
| Ring time setting | One ring time for the whole group | Ring time per number (5 to 120 seconds on Edesy) |
| Works with sticky agent | No | Yes: the last person who answered is rung first |
| Good for | Sales lines, small teams, after-hours on-call groups | Owner-first, tiered support, branch then head office |
How simultaneous forwarding works
A customer calls your business number. Edesy rings every enabled phone on the rule at the same moment. The first person to pick up (and, with screening on, press a key) is connected. Every other phone stops ringing.
Strengths:
- Shortest wait for the caller.
- No single point of failure: if one person is busy, others still ring.
- Simple to explain to the team.
Weaknesses:
- The same quick person may take most calls.
- Everyone's phone rings for every call, which gets noisy with larger teams.
- Without screening, a phone that sends calls to voicemail instantly can "answer" first and swallow the call. That's why screening matters most on ring-all rules (see below).
How sequential forwarding works
Edesy rings the first number on the list for its ring time. If nobody answers, it moves to the second number, then the third. The order comes from each number's priority in the rule.
Strengths:
- Clear order: the owner or the right person gets the first chance.
- Quieter for the team: only one phone rings at a time.
- Per-number ring time: give the owner 25 seconds and the rest 15, for example.
- Works with sticky agent, which moves the last person who answered a caller to the top of the list for that caller. More in sticky agent call routing.
Weaknesses:
- The caller waits longer if the first few people don't pick up. Three people at 20 seconds each is a full minute of ringing.
- If the list is long, callers hang up before reaching the end.
Settings that matter for both
| Setting | What it does | Recommended |
|---|---|---|
| Call screening (press a key to accept) | Answering person must press a key before being connected | On for most rules |
| Caller ID shown to your team | The caller's real number, or your virtual number | Caller's number for sales; virtual number if staff should know it's a business call |
| Answer on bridge | Caller hears real ringing and is connected only when someone picks up | On (default) |
| Hold music / custom hold audio | Plays audio to the caller while phones ring | Optional; it answers the caller first to play the clip |
| Fallback | Backup numbers, or decline, when nobody answers | Set at least one backup |
| Pause rule | Turn forwarding off without deleting it | Use for holidays |
Call screening is worth a closer look. With it on, the person who answers hears "You have a forwarded call. Press any key to accept." A carrier voicemail never presses a key, so that leg is dropped and the call keeps ringing the others (or moves to the next number). Read call screening: press a key to accept for the details.
Which one for your team?
| Team | Strategy | Why |
|---|---|---|
| Two to five person sales team | Simultaneous | Fastest pickup wins the lead |
| Owner-run shop with one helper | Sequential: owner, then helper | Owner gets first chance; helper as backup |
| Support desk with account managers | Sequential + sticky agent | Repeat callers reach the person who knows them |
| After-hours on-call group | Simultaneous | Whoever is awake answers |
| Branch with head-office backup | Sequential: branch phones, then head office | Local first, central as fallback |
If you need queues, agent statuses and live monitoring, forwarding is the wrong tool. Look at the cloud contact center instead, which has round robin, longest idle, least occupied and skill-based routing.
Setting it up
- Get a number. Buy a virtual number (mobile, 92-series, landline or toll-free) after KYC, or use one you already own.
- Create a forwarding rule on the Call Forwarding portal.
- Add the team's phone numbers (up to 5 per rule) with labels ("Sales desk", "Owner").
- Pick the strategy: ring all at once, or one by one. For one by one, per-number ring time and sticky agent are set in the number's Call handling card in the Voice app (voice-app.edesy.in) or through the API.
- Turn on screening, choose the caller ID your team sees, and add a fallback.
- Call the number yourself from another phone and check who rings and in what order.
- Check the call log to see who answered, how long the call lasted and the recording (if on).
The rule can also be managed through the API (/v1/forwarding/rules). See the
call forwarding docs.
What it costs
| Item | Price (plus 18% GST) |
|---|---|
| Forwarded call | Rs 1.00 per minute |
| Mobile or 92-series number | Rs 499 per month |
| Landline number | Rs 449 per month |
| Toll-free number | Rs 999 per month |
| Setup | Rs 0 |
Strategy doesn't change the price. See call forwarding pricing and the full features list.
Try both
The simplest way to choose is to run each for a week and look at the call log: missed calls, time to answer and who took the calls. You can switch a rule from one strategy to the other in a minute.
Create your forwarding rule, or read more on the call forwarding page.