How to Forward Business Calls: All Calls, No Answer or Busy

To forward business calls, you turn on call forwarding for the number your customers dial and point it at a second number. There are three kinds: forward all calls, forward when there is no answer, and forward when busy. The second and third are called conditional call forwarding, and for most small businesses they are the right choice, because you keep answering your own phone and the forward only kicks in when you cannot.

The steps differ by carrier and by phone system. This guide explains the three types, what we could confirm from carrier support pages, how VoIP systems handle it, and how to test it so you do not find out it is broken from an angry customer.

The three kinds of forwarding

You can combine them. A common setup is no-answer plus busy, so you never lose a call while you are on a job or on another line. Some owners also forward all calls after closing time. We cover that in after-hours answering for small business.

Carrier by carrier

Dial codes change, and not every plan supports every type. We only list a code below when the carrier's own support page lists it, and we link the page so you can check it yourself.

Verizon

Verizon's Call Forwarding FAQs page lists these codes for a Verizon wireless phone. Dial *72 followed by the 10-digit number to forward all calls. Dial *71 followed by the 10-digit number to forward only the calls you do not answer. Dial *73 to turn forwarding off. That page does not list a code for forwarding when busy, so check with Verizon if you need that type. If callers hear a busy tone after you set it up, Verizon's page says to confirm the forwarding number, area code included, and enter it again with *72.

AT&T

AT&T's Call Forwarding for Wireless page says that on wireless service you change call forwarding from your phone, not online. It does not list dial codes. It points to device-specific instructions for turning forwarding on and off and changing the number. Follow those for your phone model, and confirm with AT&T whether your plan supports forwarding on no answer or busy.

T-Mobile

T-Mobile sets forwarding per phone and plan, so use the call forwarding steps on T-Mobile's support site for your device. Ask whether no-answer and busy forwarding are included on your line before you rely on them.

VoIP and cloud phone systems

If your business number lives in RingCentral, Vonage, Google Voice or Aircall, you will not use star codes. Forwarding is a setting in your account. Look for call handling, call routing or forwarding rules. Most of these systems let you set a different destination for business hours and after hours, and a fallback for when nobody answers. They are usually easier than a mobile carrier because you can see the rule, change it in seconds and set a schedule instead of dialing a code.

Speechless works with carriers that support call forwarding, including AT&T, Verizon, T-Mobile, RingCentral, Vonage, Google Voice and Aircall.

Where to forward the calls

If you are using Speechless, you build your agent in a short setup chat, then forward your existing number to it. Customers keep dialing the number they already know. You can choose to forward all calls, only missed calls, or only after hours and when you are busy.

If you are forwarding to your own cell phone or to a partner's, the same rules apply. Make sure that phone can actually answer. A forward to a phone that is off or out of coverage just moves the voicemail problem somewhere else.

Settings that trip people up

Your own voicemail answers first. On many lines, voicemail picks up after a set number of rings. If it picks up before your carrier forwards the call, the caller lands in your voicemail and the forward never happens. If you use no-answer forwarding, check how long your phone rings and whether your voicemail needs to be turned off or adjusted.

Ring time. If your carrier or phone system lets you set how long it rings before forwarding, pick a time that is short enough that the caller does not hang up first, and long enough that you can still grab the phone when you are free.

Forwarding to a number that forwards back. A loop makes every call fail. Do not forward your main number to a number that is itself set to forward to the main number.

Caller ID. A forwarded call may show the caller's number or your original number depending on how your carrier handles it. Test so you know what you will see, and so your receptionist captures the right callback number. Speechless asks the caller for their best callback number on the call.

It stays on until you turn it off. Forwarding is a setting, not a one-time action. On Verizon, *73 turns it off. On other systems, switch the rule off in the same place you turned it on.

How to test it

Test every scenario you set up, from a phone that is not the one being forwarded. Use a friend's phone or a second line. Run through this list:

• Call your business number and let it ring out. The forward should kick in.
• Call and decline the call on your phone. See whether it forwards.
• Stay on one call and have a second phone call you. This checks the forward when busy.
• Call at least once from a number the receptionist has never seen.
• After the call, check that the summary reached you with the right name, number and reason.

With Speechless you can also talk to your agent in the browser before you pay or forward a single call. Do that first so you know what a caller will hear. Then forward, and run the list above. Write down the date you tested and re-check after any change to your phone plan or carrier.

Questions owners ask

Does call forwarding cost extra?

It depends on your carrier and plan. Some include it and some charge for it, and a forwarded call can use minutes on your plan. Check your plan details or ask your carrier. Speechless itself has no setup fee, and usage is billed against your plan's minutes.

Can I keep my number?

Yes. That is the point of forwarding. Callers dial the number they already have, and you change where it goes. You do not port the number to anyone.

What is the difference between conditional and unconditional forwarding?

Unconditional forwarding sends every call to the other number all the time. Conditional forwarding sends calls only when a condition is true: you did not answer, you are busy, or your phone is off.

What if I need to stop forwarding for a day?

Turn it off with your carrier's cancel code or in your phone system's settings. Your call history stays in your Speechless dashboard, where you can review and export it at any time.

For the bigger picture on answering every call, see how to stop missing customer calls, or read how an AI answering service works.