Call Forwarding vs Virtual PBX: How to Choose

Call forwarding is enough when you want to send certain calls to another number. A PBX is useful when you need more complex handling rules, for example queues, ring groups or a department menu. If the problem is the content of calls and the notes in your CRM, also judge how calls are recorded and how agreements are processed.

What does plain call forwarding give you?

A carrier can forward calls always, or when a condition is met: no answer, busy or unreachable. The scope depends on your tariff and network. You keep your current number and your contract with the carrier, which may charge for a forwarded call.

Forwarding is not porting a number. It also does not start recording of calls that you answer yourself, or of outbound calls made from an ordinary phone app. The guide on how to set up call forwarding describes the practical steps.

When do you need a PBX?

Ask to see a situation with two simultaneous calls and an absent employee. That way you check how a customer is actually handled, not just the name of a feature on the price list. You will find the full list of tests in the cloud PBX checklist.

What role can Heilo play?

Heilo Voicemail uses your carrier's forwarding of missed calls to a Heilo number. The caller hears a greeting and leaves a message, and Heilo prepares the text and a summary. That helps you call back knowing what the matter is.

If you want to keep a salesperson's conversation with a customer, choose Heilo Select or Heilo Line. With Heilo Select you keep your current number and add Heilo to a chosen call; your carrier must support conference calls, and Heilo records the call from the moment it joins. Heilo Line is a business number, a Polish +48 number, one per salesperson. Recording starts when the call is answered, and new numbers start in the “Announcement before the call” mode, so the other person hears a recording notice before the call connects. You start outbound calls in the dashboard with the “Call via Heilo” button. Heilo gives you the tools to inform the caller (a notice, your own wording, a call label). Your company, as the data controller, provides the legal basis and meets the duty to inform. Heilo does not offer queues, an IVR menu or ring groups: one number rings one phone.

Compare call recording with Heilo Line against your team's needs.

A simple decision plan

1. Write down what should happen when an employee answers, does not answer and is already on a call.
2. Decide whether you need only the customer's message, or also a record of answered and outbound calls.
3. Check the cost of forwarding and the limits of your current tariff.
4. Test the solution on one number, including recording the agreements in your CRM.
5. Only then change the way your whole team works.

Plans and prices are on the pricing page. Also count your carrier's charges for forwarded calls and the cost of an integration platform.

FAQ

Does turning off forwarding end my Heilo subscription?

No. It only stops routing calls to the Heilo number. You cancel the subscription separately in the billing settings.

Will forwarding alone record all of a salesperson's calls?

No. Conditional forwarding of missed calls covers calls the salesperson did not answer. Answered calls need Heilo Select, where you add Heilo to the call, or Heilo Line, meaning calls through a Heilo business number. Outbound calls are recorded only with Heilo Line, when you start them with the “Call via Heilo” button.