Adjusting DID Forwarding Settings for Downsizing Clients

🧾 Overview

This article explains how to update DID (Direct Inward Dial) forwarding settings in the Evo Voice system when a client requests to downsize their services. Common downsizing actions include deactivating extensions, removing endpoints, and consolidating voicemail or routing.

Common question:

What are the specific steps to adjust the forwarding settings for DIDs given the client's request to downsize their services?

📌 What "Downsizing" Usually Involves

• Removing unused DIDs or extensions

• Forwarding remaining active numbers to fewer destinations

• Converting to voicemail-only or after-hours routing

• Disabling call recording or CRM integration for inactive endpoints

🛠️ Step-by-Step: Adjust Forwarding Settings for a DID

1. Confirm the Client’s Request

• Identify:

  • Which DIDs are being retained

  • Which DIDs are to be deactivated or forwarded

  • Whether voicemail or auto-attendant is still needed

🔍 Tip: Always get a list of active numbers the client still wants to use.

2. Locate the DID(s) in Evo Voice

• Go to aEndpoints in the Evo Voice Console.

• Search for the affected DID or extension.

3. Edit the Routing Rule

• Select the DID to update.

• Under Call Flow, choose one of the following actions:

  • Forward to another extension or DID

    • Input the new target (e.g., main office number or answering service).

  • Forward to external number

    • Add external mobile or landline (format: +1XXXXXXXXXX).

  • Route to Voicemail

    • Choose an existing voicemail box.

  • Route to Auto-Attendant

    • Useful if downsizing to a menu-based flow.

4. Deactivate or Remove Unused Endpoints (Optional)

• Navigate to Endpoints.

• Set unused extensions to inactive, or delete them if no longer required.

• Deprovision associated devices (e.g., desk phones).

5. Review and Test Routing

• Use the Call Simulator or make a live test call.

• Confirm calls reach the new destination or voicemail.

• Make adjustments as needed.

6. Update Documentation (Optional but Recommended)

• Log the changes internally or on the client’s profile:

  • Forwarding path

  • Active DIDs

  • Deactivated extensions

  • Voicemail assignments

✅ Resolution Summary

🆘 Still Need Help?

If forwarding fails or the client reports misrouted calls:

• Double-check the formatting of forwarding numbers

• Make sure deactivated endpoints aren’t still assigned in the call flow

• Check voicemail or auto-attendant for routing loops

If the issue persists, contact Evo Support with the details for further assistance