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Call forwarding sends calls made to one number on to another. For a business, it is usually how a receptionist or answering service starts taking calls without changing the number on your sign, your Google listing and every business card you have handed out.
It takes a minute to set up, and it is easy to set up wrong: forwarding every call when you meant only the missed ones, or a code that seems to work and does nothing on your carrier. This guide covers the two kinds of forwarding, the codes for the major US carriers, and how to check it before a customer finds out it is broken.
Key takeaways
- Unconditional forwarding sends every call away and your phone never rings. Conditional forwarding only sends the calls you do not answer.
- Verizon uses
*72to forward all calls and*73to turn it off. AT&T and T-Mobile use GSM codes such as**21*and##21#. - Test from a different phone every time you change it.
- Forwarding keeps your number where it is. Porting moves it to a new provider, which takes longer and ends your old service.
How call forwarding works
Your carrier keeps a setting for your line that says where its calls should go. With forwarding on, a call to your number is connected to the destination instead — or after a few rings, if you chose conditional forwarding. The caller dials exactly what they always dial, and hears nothing different.
You change the setting in one of three ways: by dialling a short code from the phone itself, from your phone’s settings menu, or in your carrier’s or phone system’s online account. Codes are the quickest and work from any handset on the line.
Forward every call, or only the ones you miss
There are two kinds of forwarding, and the choice decides whether your team still answers the phone.
| Unconditional (all calls) | Conditional (missed calls) | |
|---|---|---|
| What happens | Every call goes straight to the destination. Your phone does not ring. | Your phone rings first. The call moves on only if nobody answers, the line is busy, or the phone is off. |
| Best for | Letting a receptionist answer everything, or covering hours you are closed | Keeping your team on the phone and catching what they miss |
| Caller experience | Answered straight away | Rings for a while before being answered |
| Verizon | *72 + number | *71 + number |
| AT&T and T-Mobile | **21* + number + # | **004* + number + # |
On GSM networks — AT&T and T-Mobile — conditional forwarding can also be set for each case separately: **61* when you do not answer, **67* when the line is busy, and **62* when the phone is off or out of signal. **004* sets all three at once.
Call forwarding codes by carrier
Dial these from the phone whose calls you want to forward. Replace number with the 10-digit destination, with no spaces or dashes, and wait for a confirmation tone or message before hanging up.
Verizon
- Forward all calls:
*72then the number — for example*729415550100 - Forward calls you do not answer:
*71then the number - Turn forwarding off:
*73
AT&T and T-Mobile
- Forward all calls:
**21*number# - Forward unanswered, busy and unreachable calls:
**004*number# - Forward only calls you do not answer:
**61*number# - Stop forwarding all calls:
##21# - Stop conditional forwarding:
##004#
Landlines and VoIP phone systems
Many traditional landlines use the same *72 and *73 codes as Verizon. VoIP and cloud phone systems are usually set up in the provider’s web dashboard or app, under a heading like call forwarding or call handling, rather than with codes.
Setting it up from the phone’s menus
On many phones you can use the settings menu instead of a code. The wording varies by model, software version and carrier.
- iPhone: Settings → Apps → Phone → Call Forwarding (on older versions, Settings → Phone). The option only appears where the carrier supports it from the menu; if you do not see it, use the codes.
- Android: open the Phone app, then the menu → Settings → Calls or Supplementary services → Call forwarding.
Test it before your customers do
Call from a different phone
Not from the forwarded line itself. A personal mobile on a different carrier is ideal.
Check what answers
With unconditional forwarding, the destination should pick up without your phone ringing. With conditional forwarding, let your phone ring out and confirm the call moves on.
Check who the caller appears to be
Forwarded calls usually carry the original caller’s number. That matters: it is how a receptionist recognises a returning customer. If the destination sees your own number instead, ask your carrier.
Turn it off, and on again
Dial the off code, call again, and make sure your phone rings normally. You will want to know the off code on the day something goes wrong.
Forwarding or porting your number
Forwarding leaves your number with your current carrier and redirects its calls. Porting moves the number itself to a new provider. Forwarding takes a minute and undoes with one code. Porting can take from hours to weeks, needs your account number and PIN from the old carrier, and ends your service there.
If you are trying an AI receptionist, start with forwarding. Port later, if at all.
Forwarding your calls to Sonorch
Sonorch’s receptionist answers on a local number of its own, chosen by area code when you switch it on. You can publish that number, or keep your existing one and forward it whenever you are ready — the dashboard’s Forward your existing number guide shows the codes for your line.
- Nothing changes until you forward. Your existing number keeps ringing exactly as it does today.
- Regulars are still recognised. Sonorch matches the caller’s number against your customer list, which is why the original caller ID should pass through.
- Every call is readable. Each forwarded call appears in the dashboard’s Calls tab with a transcript.
Questions
Dial your carrier’s forwarding code from the phone you want to forward: *72 followed by the 10-digit number on Verizon, or **21* followed by the number and # on AT&T and T-Mobile. Wait for the confirmation, then test by calling from a different phone.