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Phone.com routes calls using call handling rules attached to a user, extension, or menu, configured in the Configure area of your account.
Read How call forwarding works first — it covers choosing a mode and the caller-ID setting that matters on every provider.

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Before you start

  • Your Recepta.ai number, from Phone numbers in the dashboard
  • Account access, and knowledge of which extension or menu your main number rings

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Set up forwarding

1

Open Manage Users & Extensions

Sign in to Phone.com, go to Configure, then Manage Users & Extensions, and click Edit on the extension your main number rings.You can also reach the rules directly via Settings → Call Handling Rules in the left-hand navigation.
2

Add a Forward Call action

Create a Forward Call action as your first forwarding step and enter your Recepta.ai number. In the action drop-down this appears as Forward to a Number.Phone.com builds call handling as an ordered list of actions, so you’re inserting a step rather than flipping a switch.
3

Save the rule

Click Save Rule Settings. Changes don’t apply until you do.
4

Order the actions

For no-answer forwarding, put your team’s phones first, then the forward to Recepta.ai, then voicemail last (or remove voicemail — with the AI answering, you rarely need it).
5

Set the ring duration

About 15–20 seconds before the call moves on.
6

Confirm caller ID pass-through

Check forwarded calls present the original caller rather than your Phone.com number.
7

Save and test from a mobile

Verify the caller ID in Call logs.
Phone.com applies rules in order, top to bottom. Most forwarding problems here are ordering problems — if voicemail sits above your forwarding action, the call never reaches Recepta.ai. Read the list from the top and follow it as a caller would.

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Schedules

Phone.com supports separate rule sets by schedule. Create one for your closed hours that forwards straight to Recepta.ai, and leave your open-hours rules ringing your team first. Include weekends and holidays. If callers hear options, your number goes through a menu. Either route the whole menu to Recepta.ai — the AI works out what the caller needs, which is what the menu was doing more crudely — or assign it a single option plus the no-answer path.

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Troubleshooting

Voicemail is above the forwarding action in the rule order. Move the forward above it.
The rules are probably on a different extension from the one your number actually rings. Trace the number to its destination and edit there.
Caller ID isn’t passing through. Find the caller ID setting for forwarded calls.
Confirm the number is in full E.164 form with the country code and entered as an external number.
Texts to your Phone.com number are not forwarded. See How call forwarding works.