How to Forward Calls from a LeadConnector (LC) Number to a Regular Phone Number
This guide explains where to configure the forwarding destination, how HighLevel's routing priority works, how to test the setup, and what to check if calls are not forwarding correctly.
Important: We recommend forwarding to a genuine external phone number rather than another HighLevel/LeadConnector number. Using another HighLevel number can create a forwarding loop if the call is ultimately routed back to the original LC number.
Step 1: Open Phone System in HighLevel
Step 2: Open the LC Number's Configuration
On the far right of the LC number, click the three dot menu and select Edit Configuration.
Step 3: Open Call Forwarding
The number configuration window contains Basic Details, Call Forwarding, and Advanced Settings. Select Call Forwarding.
Step 4: Add the External Phone Number
Locate External Phone Number and enter the regular phone number where you want incoming calls forwarded. Select the correct country and enter the complete destination number.
Step 5: Review Timeout, Backup and Save
Review the Incoming Call Timeout and backup option. A timeout of around 20 seconds is commonly used so the destination has time to ring without allowing an external carrier voicemail to answer too early. When the settings are correct, click Save.
Understanding HighLevel Call-Routing Priority
The Call Forwarding screen may show Team Member - 1st Priority, External Phone Number - 2nd Priority, and Business Phone Number - 3rd Priority. These labels are important when troubleshooting which phone-number source HighLevel uses for routing.
If a Team Member is selected and their personal phone-number device is being used, that can take priority over the External Phone Number. The External Phone Number is the next phone-number option, followed by the Business Phone Number. Other configured call-routing features, such as IVR or Voice AI, can also affect the call path.
Step 6: Test the Setup
After saving, use a different phone to call the LC number. Confirm that the intended external phone rings, the call can be answered normally, and the connection remains active. For a clean test, use a caller that is not the destination number itself.
Troubleshooting: Calls Are Not Being Forwarded
- Check the destination number: Confirm the External Phone Number is correct and includes the appropriate country code.
- Check routing priority: A selected Team Member's phone-number routing may take priority over the External Phone Number.
- Check other routing: Review IVR, Voice AI, workflows, team-member routing, and other inbound call settings that could handle the call first.
- Check Incoming Call Timeout: If the timeout is too short, the external phone may not have enough time to ring.
- Test the destination directly: Call the external number from another phone to confirm it can receive calls and is not affected by Do Not Disturb, carrier issues, or its own forwarding rules.
- Save and retest: After making any changes, save the number configuration and place another test call.
Important: Avoid Call-Forwarding Loops
For most setups, use a genuine external mobile, landline, or suitable external VoIP number as the destination.
Official HighLevel Documentation