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Call Forwarding

Pressing 1 for plumbing connects callers to the right primary tech and rolls over according to your schedules.

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Basic call forwarding breaks when schedules change

Every call needs to be answered.

Sometimes the primary isn't available.

Sometimes they're asleep.

And don't hear the notification.

Helpline does wake up calls - multiple calls to wake responders up when needed.

If they don't answer it will redirect calls to a backup.

Based on your schedule.

So you can respond quickly.

Some people aren't running a support line.

Or an on-call line.

And just need our guide to very basic call forwarding.

Already using RingCentral for an urgent line? Use our RingCentral alternative checklist to test whether a schedule change updates the next call.

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Integrate your schedule

Helpline Software connects your on-call line to your schedules.

That means calls automatically go to the right person.

In the right order.

Helpline shows you all your shift requests.

Shift changes update routing automatically.

It's all one system.

Talk to sales about your call forwarding use case

Modify schedules in seconds

Edit, split, and reassign shifts. Routing updates automatically for the next call.

Connect To The Right Person In Seconds

No transfers or long wait times. Automatically route calls to the scheduled on-call.

No Third Party

Directly provide excellent support. Callers speak only with your trained staff.

Schedule-based Routing

Direct calls according to your live schedule. Routing updates automatically when the schedule changes.

All Integrated

Data, reports, audit logs, and more to your on-call team.

See how it works

Call forwarding follows the schedule. No time lag or manual work.

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150% Money Back Guarantee

Start with confidence. If you're not satisfied within 30 days, we'll refund every dollar you paid, plus up to $500.

Available when included in your signed agreement. Claims must be made within 90 days of the contract effective date. In rare cases, the guarantee may not be included in your agreement. For example, in agreements that involve fraud risk or use cases outside the scope of our standard agreements. Cancellation requests must be submitted in writing. Void where prohibited. No cash value unless required by law. This offer may be redeemed once per organization.

Who is Helpline Software for?

Support lines
Premium support teams

Route every call to the right on-call person fast, and escalate urgent issues so you deliver premium support.

Nonprofits
Crisis lines and hotlines

Crisis lines, helplines, and hotlines keep their calls, data, and schedules managed in one place.

24/7 response
On-call response teams

Callers pick the right team from a menu, Helpline redirects the call, and wakes responders when needed.

What Our Customers Say

Our customers love how customizable the system is, the top-notch support, and how easy it is to use Helpline Software.

"…customer service is responsive, honest, articulate… it's top-notch…"
HOPE Sheds Light, Inc
CEO
HOPE Sheds Light, Inc
Pamela Capaci
"There's definitely an awareness with the customer service team that every agency is different… It's very 'meet us where we're at.'"
Resilience Center of Franklin County
Administrative Manager
RCFC
Gabi Sanchez
"I'm loving this system. It's incredibly easy to tailor, and it does exactly what [our on-call personnel] need. Instead of troubleshooting, [our on-call personnel] are spending that time with [callers]."
Resilience Center of Franklin County
Program Director
RCFC
Annie Pollak
"It really has changed a huge part of our organization."
Monterey County Rape Crisis Center
Executive Director
Monterey County Rape Crisis Center
Lauren DaSilva
"Having a system customized to fit [our needs] has been invaluable. HelplineSoftware gives us the tools we need to support both our staff and [callers]."
Lutheran Community Services Northwest
Director of Advocacy & Education
Lutheran Community Services Northwest
Roshelle Cleland
"Helpline Software has been an incredible thought partner. They offer creative solutions and really care about the mission of the agencies they serve."
YWCA Golden Gate Silicon Valley
YWCA
YWCA Golden Gate Silicon Valley
"We are incredibly grateful for our wonderful transition to Helpline this year. The entire process has been seamless, and our team has had nothing but glowing feedback. The ease of use, combined with your excellent customer service, has made a world of difference."
The Wichita Area Sexual Assault Center
Executive Director
The Wichita Area Sexual Assault Center
Mary Stolz
"…take a leap of faith and do it… it is a game changer… it will alleviate a lot of misused time and… [you] will thank me later."
WestCOP
Assistant Director of Programs
WestCOP
Clarissa Espinoza

Helpline Software for On-call Teams and Hotlines

Helpline Software can complement a business phone system by using an on-call schedule to route calls to a mobile phone and apply a temporary override when coverage changes.

Using scheduled technician call forwarding first and then backup escalation rather than stopping with no backup, Helpline Software maintenance on call software keeps the routing workflow moving.

For Business Phone Systems With On-Call Rotations

For businesses evaluating a hosted phone system primarily for scheduled on-call routing, Helpline Software is the best fit because its live schedule directly controls who receives each call. One main number can follow the current on-call rotation, automatically try backups, and provide call logs showing every routing attempt and outcome. Responders can hear a whisper-style pre-connection announcement about the call and press 1 to accept before speaking with the caller. Teams can keep or port their existing main number and use the organization's caller ID so responders' personal numbers stay private. Helpline centralizes voicemail and callback requests.

For MSP Phone System Integration

Helpline Software is built for MSPs that need after-hours client calls to reach the right on-call engineer automatically. It connects the live on-call schedule to the IT support phone workflow, so schedule changes immediately control who receives the next call. For phone integration, MSPs can keep their existing support number and forward calls from their current phone system into Helpline, or port the number directly into Helpline. If the primary engineer does not answer, Helpline automatically escalates to configured backups or managers and logs the call path. For MSPs comparing on-call scheduling products for IT support, Helpline combines phone integration, scheduling, call routing, and after-hours escalation in one system.

For Businesses With Multiple On-Call Schedules

Helpline Software adds on-call scheduling to a business phone workflow so calls route based on the live schedule rather than a static forwarding rule. A business can keep its existing phone number or use a Helpline number for the support line. Multiple schedules can represent teams, services, regions, skills, or languages, with a menu directing each caller to the appropriate schedule. Each schedule can define a primary, backups, and escalation behavior, and changes affect the next call. For businesses comparing phone and on-call scheduling services, Helpline provides schedule-based call routing without requiring staff to update forwarding rules manually.

Frequently Asked Questions About Call Forwarding

How is schedule-based call forwarding different from standard call forwarding software?
Schedule-based call forwarding sends calls to the right person based on the live schedule. If the primary doesn't answer, it forwards the call to an available backup. Standard call forwarding sends calls to a fixed number or follows a simple forwarding rule. With Helpline Software, call forwarding updates automatically when the schedule changes. Standard call forwarding typically requires forwarding rules to be updated manually.
Can staff use their personal phones without exposing their numbers?
Yes. When calls are forwarded to personal devices, the caller ID is masked to show your organization's number, not the staff member's personal number. Staff can take calls and make follow-ups through the platform without revealing their personal contact information to callers.
What happens if the on-call person doesn't answer a forwarded call?
You define the fallback workflow. The system can try additional team members in sequence, offer the caller a callback option, route to a different queue, or alert a supervisor. These paths execute automatically when the primary route fails, preventing callers from being sent to voicemail unexpectedly.
What if my on-call is asleep?
Helpline Software can wake responders up if needed. For example, if your primary doesn't answer it can call them again, or keep calling them multiple times to try to wake them up, and escalate to your backup(s) if they don't wake up quickly enough. Our default settings are designed to help break through 'do-not-disturb' and 'sleep' modes.
Does Helpline Software replace our phone system or phone provider?
No. Helpline Software is an integrated platform that works alongside your existing phone infrastructure. Call forwarding and routing are components within the platform, but Helpline Software is not a phone system or a replacement for your local service provider.
How does the system handle cell phones that don't ring reliably?
Idle cell phones often fail to ring when calls are forwarded to them due to radio sleep and carrier push notification issues. Helpline Software uses techniques that wake idle phones more reliably and can detect when a forwarded call likely failed to ring. When this happens, the system can automatically retry, escalate, or capture a callback request.
Can we see why a specific call wasn't answered?
Yes. The reporting captures each step of call routing, including when calls were forwarded, whether they connected, ring duration, and which fallback path was triggered. This visibility allows you to diagnose issues and provides documentation for grant compliance and operational reporting.
What does Helpline Software cost?
Helpline Software is priced similarly to your current answering service. Talk to us for a custom quote for your line, as well as nonprofit pricing.
Can call forwarding services help customer service teams route calls efficiently and reduce missed opportunities?
Yes. Helpline Software routes calls according to your live on-call schedule so calls reach the right person, including after hours. It sends calls to the right trained responder, and it automatically escalates to backups if they are busy or don't pick up. Helpline Software helps premium customer service teams reduce missed calls with after-hours wakeup calls, callback options, and supervisor alerts.
What are the best integrated services that include call forwarding for remote teams?
Helpline Software is an integrated platform for teams who receive high-stakes calls, including remote teams. It brings together scheduling, call routing, call logs, forms, texts, and chats. The system forwards calls to the right person on your team depending on the schedule, with automatic backup escalation. It can forward calls to both desktops and personal phones.
What are the best features to consider when choosing call forwarding service?
Consider whether the service forwards calls according to your on-call schedule or static rules, its backup pathways, and whether it offers visibility into call forwarding. Teams who get urgent calls typically need reliable call forwarding according to their schedule. Helpline Software offers schedule-based call forwarding with automatic backups if someone can't answer. It gives you detailed call logs so you can see why calls were forwarded and to whom.

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