Call Forwarding and Phone
How to forward calls to your call forwarding number and configure phone settings.
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Overview
Call forwarding is how customer calls reach your Phone Assistant. When someone dials your business number, the call is redirected to your call forwarding number, which answers and handles the conversation.
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How call routing works
Forwarding types
The call rings your device first. If you do not answer or your line is busy, the call then forwards to the Phone Assistant.
Best for: Businesses that want to answer calls personally when available but have the Phone Assistant handle overflow and missed calls.
This is the recommended setup for most businesses.
Every incoming call goes directly to the Phone Assistant without ringing your device.
Best for: High-volume businesses that want the Phone Assistant to handle all calls, or when staff should not be interrupted by phone calls.
Phone number types
Your call forwarding number is the destination for call forwarding. There are two types:
| Type | Description |
|---|---|
| Dedicated phone number | A phone number assigned exclusively for you. Your callers can connect to it immediately without needing to enter an extension, and it stays assigned as long as your subscription is active. Phone companies typically require a small monthly fee for reserving a dedicated number. |
| Extension phone number (free) | A shared base number used across many users. Each user receives a unique extension code — see below for how it works. The shared base number is typically free with no monthly fee. |
Dedicated phone numbers
Dedicated numbers use a unique phone number assigned exclusively to you. Your callers can connect to it immediately without needing to enter an extension number.
- How it works: You forward your business phone to your dedicated number. When a customer dials your business number and the call forwards to your assigned Dedicated phone number, they are connected directly to your Phone Assistant.
Extension phone numbers
Extension numbers use a shared phone number. Many users share the same base number, and each one uses a unique extension code to connect to their Phone Assistant.
- How it works: You provide your caller with an assigned extension code, either on your business card or your advertising materials. You forward your business phone to the shared base number. When a customer dials your business number and the call forwards to your shared base number, they hear a prompt to enter an extension code. Entering your code routes the call to your own Phone Assistant.
Extension numbers are a NO-cost option best suited for businesses that primarily answer most calls and only use our Phone Assistant occasionally as backup for overflow or missed calls.
Your phone number type is determined by your subscription plan of your choice. See Billing and Subscription for details.
Setting up call forwarding
| Phone type | What is it | How to set it up |
|---|---|---|
| Landline / Desk Phone | A traditional business phone line, for example, Comcast, AT&T, or Verizon | Enter carrier dial codes, or call your phone provider to set up for you |
| VoIP / Cloud Phone | A modern telephone service that operates entirely over the internet rather than traditional copper landlines, for example, Zoom Phone or RingCentral | Your provider's administration portal |
| Mobile Phone | A cellular phone like iPhone or Android phone | Carrier dial codes (best), or phone settings (limited setting) |
| GSM Gateway | A phone system (looks like a traditional phone) that houses SIM cards to receive calls from mobile networks. | The gateway's local admin panel |
Dial a code
Carrier codes (USA and Canada):
- Forward when busy:
*90 → Wait for tone/prompt → Enter the forwarding number → Wait for tone/prompt or enter # → Hang up - Forward when no answer:
*92 → Wait for tone/prompt → Enter the forwarding number → Wait for tone/prompt or enter # → Hang up - Forward always:
*72 → Wait for tone/prompt → Enter the forwarding number → Wait for tone/prompt or enter # → Hang up
Call your phone provider: Your provider can set up call forwarding for you if the dial codes do not work.
How to enter your call forwarding number
For example, if your call forwarding number is (555) 111-2222, you would enter *90 5551112222# for busy forwarding.
When contacting your phone provider
Call your landline provider and request call forwarding to be enabled on your line. Request "forward when busy", "forward when no answer", or "forward always" depending on your preference.
Test
Call your landline from another phone and verify the Phone Assistant answers.
Some landline providers charge a small monthly fee for call forwarding. Ask about charges when you call.
Most VoIP providers have call forwarding in their admin portal.
Log in to your VoIP admin portal
Open your provider's admin dashboard or settings page.
Find call forwarding settings
Look for "Call Forwarding," "Call Routing," or "Answering Rules" in your phone number settings.
Enter your call forwarding number
Set the forwarding destination to the call forwarding number shown on your Call Forwarding page. Choose "Forward on no answer" or "Forward always" depending on your preference.
Save and test
Save the settings. Call your business number from another phone and verify the Phone Assistant answers.
Dial a code or open phone settings
Carrier codes (USA and Canada):
- Forward on busy:
*67*[call forwarding number]# - Forward on no answer:
*61*[call forwarding number]# - Forward always:
*21*[call forwarding number]#
Phone settings (limited): Some phones allow call forwarding in their settings app, but this may only support "forward always" and not conditional forwarding.
How to enter your call forwarding number
Mobile phone requires prefix 1 for US/Canada numbers (e.g., 15551112222), and you must dial all *codes and numbers at once; do not pause or wait for a tone/prompt in between. For example, if your call forwarding number is (555) 111-2222, you would enter *67*15551112222# for busy forwarding, do not forget the prefix "1".
Save and test
Call your mobile from another phone and verify the Phone Assistant answers when you do not pick up (or immediately, if using always-forward).
Carrier codes vary by country and carrier. Contact your mobile carrier if the codes above do not work.
If you use a GSM gateway or SIM-based device:
Dial a code
Carrier codes (USA and Canada):
The same mobile forwarding codes may work since the gateway uses mobile networks, for example, *67*[call forwarding number]# for busy forwarding. Try dialing the codes from the gateway's phone interface. If they do not work, you will need to set up forwarding in the gateway's admin panel.
Access the gateway admin panel
Log in to the gateway's configuration interface (usually a web page on your local network).
Set call forwarding
In the SIM or call routing settings, configure conditional or unconditional forwarding to the call forwarding number.
Save and test
Place a test call through the gateway and verify the Phone Assistant answers.
Rolling back call forwarding
To stop sending calls to the Phone Assistant and return to normal phone behavior:
-
Landline:
- Cancel busy forwarding:
*91# - Cancel no-answer forwarding:
*93# - Cancel always forwarding:
*73#
- Cancel busy forwarding:
-
VoIP: Remove or disable the forwarding rule in your admin portal
-
Mobile / GSM Gateway:
- Cancel busy forwarding:
##67# - Cancel no-answer forwarding:
##61# - Cancel always forwarding:
##21# - Cancel all forwardings:
##002#
- Cancel busy forwarding:
-
Note: Cancel one type of forwarding will not affect other types. Carrier codes may vary by country and carrier. Contact your phone provider if the codes above do not work.
The Call Forwarding page shows your call forwarding number and basic forwarding instructions specific to your setup. Reference that page for the exact Call Forwarding number to use.
Last updated 1 week ago
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