How To Forward Calls

Sabina Schilling at Vonage explains how to forward calls and why knowing how to forward calls ensures you stay reachable wherever work takes you.

Whether you’re using a landline, iPhone, Android device, or a business communications platform, call forwarding allows you to redirect incoming calls to another number in just a few steps.

Most devices let you enable call forwarding through built-in settings or by dialing a simple activation code such as *72.

You can forward every call or set conditions like when busy, unanswered, or unreachable. For businesses, advanced call routing tools make it easy to manage availability across teams, shifts, and locations.

When set up correctly, call forwarding protects customer experience, reduces missed opportunities, and keeps communication seamless.

How to Set Up Call Forwarding on Any Device

To forward calls, enable call forwarding in your phone’s call settings, or dial *72 followed by the destination number on most landlines and some mobile carriers.

On iPhone, call forwarding lives in the Settings app under Phone. On Android, you’ll usually find it in the Phone app settings under Calling accounts or supplementary services.

On iPhone

Settings menu. Open Settings > Phone > Call Forwarding.

Activate. Turn on Call Forwarding and enter the number you want calls routed to.

Confirmation. A forwarding icon appears in the status bar when it’s active.

On Android

Phone app. Open the Phone app, tap the menu, then select Settings.

Call settings. Go to Calling accounts or supplementary services, then choose Call forwarding.

Options. Select Always forward or another condition, then enter the destination number.

Using Dial Codes

Activate. Dial *72, follow the prompt, enter the 10-digit number, then press #. Some carriers use *21 instead.

Deactivate. Dial *73 to turn it off. Some carriers use a cancellation code such as #21#.

Considerations

No charge. Many providers do not charge a monthly fee, but minutes or plan charges may still apply.

Conditions. Common options include Always forward, When busy, When unanswered, or When unreachable.

Limitations. Some carriers restrict forwarding to international numbers.

What is Call Forwarding?

Call forwarding is the term used to describe the process of rerouting incoming calls to a different number. There are several reasons why you might want to forward calls to another phone. For example, you may need to:

• Forward calls to a cell phone from an office landline while doing remote work.
• Reroute calls to colleagues temporarily when you’re on vacation.
• Distribute calls between staff working different shifts to ensure 24/7 service availability.

There are different settings you can use for call forwarding. The simplest approach is to forward every incoming call to a chosen number. Doing this means the system will automatically redirect every call that comes in.

But in some circumstances, you might prefer to use selective forwarding instead. For example, you can set rules for forwarded calls so that the process only kicks in when the calls come from certain numbers but not others.

You can generally list around 12 to 15 numbers that you’d like to do this for. Calls coming from any of the numbers on this list will be forwarded, while the rest will come into the original number as usual.

Types of Call Forwarding

Call forwarding typically works in one of two ways depending on how it’s configured.

Unconditional Call Forwarding

All incoming calls are automatically redirected to another number without ringing the original device.

This setup is commonly used when:

• An employee is traveling
• A physical office is temporarily closed
• Calls need to route directly to a centralized support team
• A business is consolidating inbound traffic during peak periods

Because the original device does not ring, this option ensures complete redirection without interruption.

Conditional Call Forwarding

Calls are only redirected under specific circumstances.

Common conditions include:

• When busy
• When unanswered
• When unreachable

Conditional call forwarding is often preferred in hybrid work environments. It allows calls to ring normally first, then route elsewhere if needed. This provides flexibility without losing availability.

Why Reliable Call Routing Matters in Today’s World

Call forwarding is more than a convenience feature. It plays a direct role in customer experience and business continuity.

According to the U.S. Bureau of Labor Statistics’ 2025 American Time Use Survey, remote and hybrid work remain a consistent part of the U.S. workforce landscape, with millions of employees working from home on an average workday.

Missed calls can translate into missed revenue opportunities, delayed service resolution, and lower satisfaction.

Understanding how to forward calls properly helps maintain availability across locations, devices, and time zones without requiring additional hardware or complex infrastructure.

What Does ‘Forwarded to Voicemail’ Mean

If callers hear that a call has been forwarded to voicemail, it typically means conditional call forwarding is active.

This can happen when:

• The line is busy
• The call is not answered within a set number of rings
• The phone is powered off
• The device has no network coverage

In these cases, the call is automatically redirected to voicemail rather than disconnecting. Testing forwarding settings after activation helps confirm that calls route as expected.

Next, let’s look into the details of how to forward calls so that you never miss a call. The procedure varies slightly from device to device and provider to provider, so it’s crucial to double-check the rules for your specific case in advance. That said, the overall principles are similar.

How to Forward Calls on a Landline

As mentioned, the precise details for forwarding calls on a landline will vary depending on your provider, but typically, the process goes like this:

1. Dial *72 on the landline you want to forward phone calls from and wait for the dial tone.
2. Enter the number you want calls to be forwarded to, then press #. You may need to include 1+ the area code when you do this.
3. When someone answers on the number you’ve dialed, call forwarding will be active. You can then just hang up.

Most providers use some version of these steps. There are slight variations, though. For instance, if your provider is Frontier and you live in Illinois or some regions of Indiana, Alabama, Wisconsin, or Pennsylvania, you’d first need to dial 72# instead of *72. That’s why it’s always best to check your specific provider’s guidance before you start.

Carrier-Specific Variations

While *72 is commonly used to activate call forwarding, some providers use alternative codes.

For example:

• Verizon typically uses *72 to activate and *73 to deactivate
• AT&T and T-Mobile may use *21 for activation and #21# for cancellation in certain cases
• Regional carriers may require dialing 1 before the area code

Because codes vary, confirm activation and cancellation steps directly with your provider.

Pro Tip: After activating call forwarding, test it by calling your number from another device. This ensures calls route correctly before relying on it for business or personal use.

How to Forward Calls on an iPhone

Next, how to forward phone calls on an iPhone. You do this via the settings menu if you’re on a GSM network. (Note that if you use a CDMA network, you’ll need to contact your provider for instructions.)

1. Navigate to Settings > Phone > Call Forwarding.
2. Enter the number you want to forward calls to, and activate call forwarding.
3. You’ll know if this is working because the icon will then appear in the status bar.

Remember that if you have a dual SIM model, you’ll need to select a line first.

What To Do if Call Forwarding is Not Available

If you do not see the Call Forwarding option:

• Confirm your carrier supports call forwarding
• Ensure you are connected to a cellular network
• Check whether your plan is GSM or CDMA based
• Restart the device and recheck settings

Some carriers require conditional call forwarding to be activated directly through customer support.

Common mistake: Forgetting to disable call forwarding after returning to the office or finishing travel can cause calls to continue routing elsewhere unexpectedly.

How to Forward Calls on Android

You can also set up call forwarding on Android devices via the Settings menu.

1. Open the Phone app and tap the three-dot menu.
2. Navigate to Settings.
3. Select Calling accounts and choose your main SIM.
4. Select Call forwarding and choose from the options (always forward, when busy, when unanswered, when unreachable).
5. Type in the number to forward calls to and select Enable.

You can also use the dial code technique you’d use with a landline. Just tap *72, then enter the 10-digit number you want to forward calls to.

Tap to make the call, and you’ll hear a message confirming that call forwarding has been activated.

Troubleshooting Call Forwarding on Android

If calls are not forwarding as expected:

• Verify that the correct SIM is selected on dual SIM devices
• Confirm the destination number includes the correct area code
• Check whether conditional forwarding settings override Always forward
• Ensure the device has network coverage when activating

Android menu wording may vary slightly depending on manufacturer and operating system version.

Insight: On many Android devices, conditional call forwarding options such as When busy or When unanswered provide more flexibility than Always forward, especially for business users balancing multiple communication channels.

How to Turn Off Call Forwarding

Disabling call forwarding depends on how it was activated.

If enabled through device settings:

• Return to the Call Forwarding menu
• Toggle the setting off

If activated using a dial code:

• Dial *73 on most carriers
• Some providers use #21# to cancel

After disabling, place a test call to confirm your phone rings normally again.

When Should You Use Call Forwarding

Call forwarding is often associated with remote work, but its applications extend far beyond that.

You might consider enabling call forwarding when:

• Traveling for business
• Operating across time zones
• Managing after-hours support
• Experiencing temporary staffing shortages
• Consolidating calls during peak volume
• Transitioning office locations

Forwarding calls ensures continuity without requiring callers to dial a different number.

Hypothetical Examples of Call Forwarding in Action

The following examples illustrate how organizations might apply call forwarding in hypothetical, but real-world, scenarios.

Example 1: Hybrid Sales Team Coverage

A regional sales manager travels between client sites several days per week. Instead of sharing a personal number, they forward their desk line to their mobile device during travel days.

Why this matters:

• Maintains professional caller ID
• Prevents missed inbound opportunities
• Protects work-life boundaries

Impact: The team preserves continuity while presenting a consistent business identity.

Example 2: After-Hours Support Routing

A small healthcare administrative office closes at 6 pm. Rather than sending calls directly to voicemail, conditional call forwarding routes unanswered evening calls to an answering service.

Why this matters:

• Reduces customer frustration
• Provides escalation coverage
• Improves service reliability

Impact: Patients receive assistance even outside business hours, improving satisfaction and trust.

Example 3: Multi-Location Retail Business

A retail brand operates three storefronts. During peak periods, calls from one location are forwarded to another store with available staff.

Why this matters:

• Balances workload
• Reduces abandoned calls
• Supports real-time operational flexibility

Impact: The business handles higher call volume without adding additional staff.

Call Forwarding vs. Unified Communications

While basic call forwarding is effective, modern businesses often require more advanced routing capabilities.

As teams grow and workflows become more distributed, managing call routing from a unified system can reduce complexity and improve visibility.

This blog post has been re-published by kind permission of Vonage – View the Original Article

For more information about Vonage - visit the Vonage Website

Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Author: Vonage
Reviewed by: Jo Robinson