How to forward your business calls to an answering service (and keep your number)

If you want an answering service or an AI receptionist to pick up your calls, you don't need a new phone number. You keep the number on your truck, your website and your Google listing, and you forward calls to the service. This guide explains the options, the codes most US carriers use, and how to check it works.

First, decide which calls to forward

There are two common setups. Pick the one that matches how you work.

• Forward all calls. Your phone doesn't ring, and the service answers every call. This suits owners who are always on jobs and want every caller handled the same way.
• Forward only calls you miss. Your phone rings first. If you don't answer after a few rings, or you're already on a call, the call goes to the service. This is called conditional forwarding, and it suits owners who still want to take some calls themselves.

Conditional forwarding usually has three triggers that you can set separately: no answer, busy (you're on another call), and unreachable (your phone is off or has no signal). Turning on all three catches the most calls.

How to set up forwarding on a mobile phone

Most carriers let you set forwarding by dialing a short code from the phone you want to forward, followed by the number you're forwarding to. Codes can vary by plan, so check your carrier's support page if one doesn't work.

AT&T, T-Mobile and most GSM networks

These carriers use the standard GSM codes. Replace NUMBER with the 10-digit number you're forwarding to.

• Forward all calls: dial **21*NUMBER# and press call
• Forward when you don't answer: **61*NUMBER#
• Forward when busy: **67*NUMBER#
• Forward when unreachable: **62*NUMBER#
• Turn off all forwarding: ##002#

Verizon

• Forward all calls: dial *72 followed by the number, then press call
• Forward only when busy or not answered: *71 followed by the number
• Turn off forwarding: *73

On an iPhone you can also forward all calls under Settings, then Phone, then Call Forwarding, on carriers that support it. Android phones usually have the same option in the Phone app's settings, under Calls or Supplementary services.

Office lines, landlines and VoIP phones

If your business number runs on a VoIP service such as RingCentral, Google Voice, Grasshopper or the phone service bundled with your field-service software, forwarding is set in that service's app or web dashboard, not with dial codes. Look for settings called call forwarding, call handling or ring groups. Many let you ring your mobile first and send unanswered calls to the answering service after a set number of seconds.

For a traditional landline, call your phone company and ask for “call forward no answer” or “call forward busy”. It may be an add-on to your plan.

Get the ring time right

The most common problem with conditional forwarding is voicemail. If your voicemail picks up before the forward kicks in, callers never reach the service. Two fixes:

1. Make sure the no-answer forward replaces your voicemail. On most mobile plans, setting a no-answer forward does this automatically.
2. Choose a ring time that gives you a fair chance to answer without making callers wait too long. Around 15 to 20 seconds, which is four or five rings, is a sensible starting point. On GSM networks you can set it in the code, for example **61*NUMBER*11*20# for 20 seconds.

Test it before you rely on it

1. Call your business number from a different phone.
2. Let it ring without answering. The service should pick up.
3. Call again while you're on another call, to test the busy forward.
4. Turn your phone off and call once more, to test the unreachable forward.
5. Check that the service sent you the message or summary.

Common questions

Does forwarding cost extra?

On most US mobile plans with unlimited minutes, forwarded calls don't cost extra, but a forwarded call can count as minutes on limited plans. Check your plan if you're not on unlimited talk.

Will callers know their call was forwarded?

No. They dial your usual number. They only notice who answers, which is why a good answering service greets callers with your business name.

Can I switch it off for a day?

Yes. Use the cancel code for your carrier, or turn off forwarding in your phone settings or VoIP app. You can turn it back on the same way.

How it works with Voxlivo

When you sign up for Voxlivo, we give you a dedicated US number for your AI receptionist and send you the exact forwarding steps for your carrier. You choose whether to forward all calls or only the ones you miss. See how it works, or compare your options in our guide to AI receptionists, answering services and voicemail.