How to Forward Business Calls to an AI Receptionist

For the wider workflow, explore AI Receptionist for Business: 24/7 Answering & Booking. For a related operating question, read AI Receptionist Transfers: What Happens When Nobody Answers?.

AI-assisted editorial guide from Telephoned.pro, a provider of AI receptionist services. Carrier codes and settings come from Verizon, AT&T, Google Voice Help and Apple support pages cited below; carriers change these, so confirm with your provider before relying on them. Call examples are illustrative.

You forward business calls to an AI receptionist the same way you would forward them to a cell phone: you keep your existing number and tell your carrier to send calls to the AI receptionist's number, either every call or only the ones you miss. On most US mobile lines that takes one star code or one switch in your phone's settings, and you can turn it off just as quickly.

The part that needs thought is not the code. It is choosing which calls to forward, making sure the AI can reach a person when it should, and testing before a real customer calls. This guide covers all three, with the codes Verizon and AT&T publish and the settings on iPhone and Android.

Key takeaways

• Forwarding keeps your number with your current carrier; nothing changes on your website, Google profile or business cards.
• Choose conditional forwarding (busy, no answer, unreachable) to start, and unconditional forwarding only when the AI should answer every call.
• Codes differ by carrier and line type: Verizon wireless uses *71 and *72, AT&T wireless uses codes like *61*number#.
• Always make test calls from an outside phone after turning forwarding on, and again after any phone or carrier change.

Those numbers frame the choice. Forwarding is instant and reversible, which is why most businesses start there. Porting your number to a new provider is also possible and usually quick, but it moves your whole line, so it is a bigger decision than you need to make on day one.

Which calls should you forward?

Carriers offer two families of forwarding. Unconditional forwarding sends every call straight to the new number, so your own phone does not ring. Conditional forwarding only moves a call when you are busy, do not answer, or your phone is off or out of signal. Here is how they map to common setups.

Most small businesses start with no-answer and busy forwarding. Your team still picks up when they can, and the AI catches what would have gone to voicemail. Once you trust the summaries and bookings, you can move after-hours or all calls across.

How do you forward calls on Verizon, AT&T and other carriers?

Use the 10-digit number your AI receptionist provider gives you. Dial each code from the business phone itself, wait for the confirmation tone or message, then hang up. These are the codes the carriers and Google Voice Help publish for US mobile lines.

Verizon says conditional forwarding moves a call after it rings for about three to six times, and that forwarding to international numbers is not available. AT&T notes that while forwarding is on for a home line you may hear a short ring but cannot answer on that line. If a code is rejected, your plan may need the feature turned on, so call the carrier's business support line.

How do you set it up on an iPhone or Android phone?

• iPhone: open Settings, then Apps, then Phone, then Call Forwarding. Turn it on and enter the AI receptionist's number. Apple notes this switch forwards every call, works on GSM-style networks, and that you need the carrier for busy or no-answer forwarding.
• Android: open the Phone app, then Settings, then Calling accounts (or Supplementary services), choose the line, then Call forwarding. You will usually see Always, When busy, When unanswered and When unreachable.
• Business VoIP lines (RingCentral, Google Voice, Grasshopper and similar): set the forwarding or call-handling rule in the admin portal, not with star codes.
• Desk phones on a traditional landline: use the carrier's star codes or ask the carrier, because the handset itself usually cannot forward.

What happens to a forwarded call?

Picture an electrician in Dallas on a ladder at 2:15 p.m. A homeowner calls about a breaker that keeps tripping. The phone rings five times, then the carrier forwards the call. The AI receptionist answers with your business name, asks what is happening and where, checks your service area and booking rules, and offers the first open slot. You get a text summary before you are off the ladder.

Two details make that work. The caller ID usually shows the original caller, so the AI can text a confirmation to the right number. And the AI needs a route back to you: a transfer number or an on-call contact for urgent calls such as a burning smell from the panel.

“Forwarding is the easy part. What makes it work is deciding which calls move, who the AI hands off to, and testing before your customers do.”

Should you port your number instead of forwarding?

Porting moves the number itself to a new provider. The FCC says you can usually keep your number when you switch providers in the same area, that simple ports should complete within one business day, and that you should not cancel your old service before the port finishes.

• Forward when you want to keep your carrier, phone plan and devices, test the AI first, or switch it off at any time.
• Port when you are leaving your carrier anyway, or want one provider to handle the number, routing and recordings.
• Either way, keep the number on your Google Business Profile and website unchanged, so callers never notice the switch.

What should you test before going live?

• Call from an outside phone, let it ring out, and confirm the AI answers with your business name.
• Call while the line is busy and with the phone switched off, if you set those conditions.
• Ask for a person and confirm the transfer or callback route works during business hours.
• Make an urgent test call and check that the right person is alerted.
• Check that your own voicemail no longer picks up first; a carrier or phone voicemail feature can take the call before forwarding does.
• Write down the off code (*73, ##61# or the settings switch) so anyone on the team can undo it.

Watch for one common trap: some phone voicemail features answer the call before carrier forwarding runs. If test calls land in voicemail, turn off the phone's own voicemail screening or shorten the ring time with your carrier, then test again.

What can go wrong, and how do you avoid it?

• Forwarding stops after a phone swap or SIM change: re-check the setting after any device or plan change.
• Forwarded minutes may count against your plan: Verizon notes that airtime still applies to forwarded calls.
• Scam requests: never turn on forwarding because a text or caller asks you to. Apple warns that links asking you to enable call forwarding can be scams.
• Out of coverage: Verizon notes star codes may not work outside its coverage area, so set forwarding up before you travel.