The Ultimate Guide to Call Forwarding for US Phone Providers

Universal Method: Star Codes (Most US Carriers)

For most traditional landlines and mobile carriers, you can use simple star codes to manage call forwarding directly from your phone’s keypad.

VoIP & Cloud Phone Systems

Modern VoIP and cloud-based phone systems are typically managed through a web portal or a desktop/mobile app. Here are the instructions for the most popular providers.

Microsoft Teams Phone

1.Click your profile picture in the top right corner of the Teams app.

2.Select Settings > Calls.

3.Under Call answering rules, choose Forward my calls.

4.Select your 365 Agents number from the dropdown or add it as a New number or contact.

Zoom Phone

1.Sign in to the Zoom web portal.

2.Go to Phone > Settings.

3.In the Call Handling section, select Forward to an external number.

4.Enter your 10-digit 365 Agents number and click Save.

RingCentral

1.In the RingCentral app, click your profile picture.

2.Go to Settings > Phone > Call Handling & Forwarding.

3.Under Forward all calls, toggle the feature on and enter your 365 Agents number.

8x8

1.Log in to the 8x8 Admin Console.

2.Go to Home > Users and select the user you want to configure.

3.In the user’s profile, go to Call forwarding rules.

4.Create a new rule to forward calls to your 365 Agents number.

Vonage Business

1.Log in to your Vonage Business account.

2.Go to the Virtual Receptionist settings.

3.Create a rule to forward calls to an external number and enter your 365 Agents number. This is ideal for after-hours forwarding.

Nextiva

1.Log in to the NextOS admin portal.

2.Go to Users > Actions > Voice Settings > Forwarding.

3.Select Call forward always and enter your 365 Agents number.

Major Mobile & Landline Carriers

AT&T Business

•Activate: Dial *72 followed by your 365 Agents number.

•Deactivate: Dial *73.

Verizon Business

•Activate: Dial *72 followed by your 365 Agents number.

•Deactivate: Dial *73.

•You can also manage call forwarding through the My Verizon app.

T-Mobile Business

•Activate: Dial *72 followed by your 365 Agents number.

•Deactivate: Dial *73.

Other Popular Providers

Grasshopper

1.Log in to your Grasshopper account.

2.Go to Settings > Call Forwarding Settings > Extensions.

3.Select the extension you want to forward and add your 365 Agents number as a forwarding number.

Ooma Office

•Activate: Dial *72, wait for the prompt, then dial your 365 Agents number followed by #.

Google Voice

1.Open the Google Voice app or website.

2.Go to Settings > Linked numbers.

3.Add your 365 Agents number as a new linked number.

Dialpad

1.Log in to your Dialpad account.

2.Go to your device settings and add your 365 Agents number as a forwarding number.

Traditional PBX & SIP Systems

If your business uses a traditional on-premise PBX or a custom SIP trunking solution, the process can vary.

•Check the Phone’s Menu: Many desk phones have a “Forward” or “CFW” button or a menu option.

•Use Star Codes: Most PBX systems support the universal 72 and 73 codes.

•Admin Interface: Your PBX system likely has a web-based admin portal where you can configure call forwarding rules.

•Contact Your Provider: If you can’t find the settings, contact your phone system administrator or your provider’s support team. They can set up call forwarding for you.

If you have any trouble, please don’t hesitate to contact our support team. We’re here to help!

Troubleshooting Common Call Forwarding Issues

Sometimes, call forwarding doesn't work as expected. Here are some common issues and how to fix them, especially for VoIP and cloud phone systems.

1. Calls Are Going to Your Old Voicemail, Not the AI Agent

This is the most common issue. It happens when your phone system’s voicemail picks up the call before it can be forwarded.

•The Problem: Your provider’s voicemail timer is shorter than the number of rings required to forward the call.

•The Fix: Extend Your Voicemail Timer. Log in to your phone provider’s admin portal and find the voicemail settings. Increase the number of rings before voicemail picks up to the maximum setting (usually 6-8 rings or 30-40 seconds). This gives the call enough time to forward to your 365 Agents number.

2. “Simultaneous Ring” is On, Causing a Conflict

Many VoIP systems have a “simultaneous ring” feature that rings multiple devices at once. This can interfere with call forwarding.

•The Problem: Your desk phone, mobile app, and 365 Agents number are all ringing at the same time, and your personal or old business voicemail is winning the race.

•The Fix: Turn Off Simultaneous Ring. In your provider’s settings, make sure that only your 365 Agents number is listed as the destination. Disable any other simultaneous ring options to other devices or numbers.

3. Conditional Forwarding Rules Are Set Incorrectly

Conditional forwarding (e.g., “forward when busy” or “forward on no answer”) is powerful, but it can be tricky.

•The Problem: You have multiple conflicting rules. For example, a “forward when busy” rule might be sending calls to your personal cell instead of the AI agent.

•The Fix: Simplify Your Rules. For the initial setup, we recommend using unconditional call forwarding (forward all calls). Once you’ve confirmed that works, you can explore more complex conditional rules. Ensure your 365 Agents number is the primary destination for all relevant conditions.

4. You Have an Old “Find Me / Follow Me” Rule Active

“Find Me / Follow Me” is an older feature that sequentially rings a list of numbers. This can prevent calls from ever reaching your AI agent.

•The Problem: Your system is trying to ring your desk phone, then your cell phone, then another number, and the call is being answered or going to voicemail before it gets to the end of the list.

•The Fix: Disable “Find Me / Follow Me”. Go into your provider’s settings and disable any “Find Me / Follow Me” rules. Replace it with a simple, direct call forwarding rule to your 365 Agents number.

5. Admin Permissions Are Blocking the Change

In larger organizations, you may not have the necessary permissions to change call forwarding settings.

•The Problem: You can see the settings, but they are grayed out or you get an error when you try to save.

•The Fix: Contact Your IT Administrator. Your company’s IT department or phone system administrator may need to configure call forwarding for you. Send them this guide and your 365 Agents number to make it easy for them.

Quick Troubleshooting Checklist

1.Test with a direct call: Call your 365 Agents number directly. If it works, the problem is with your provider’s forwarding settings.

2.Use unconditional forwarding first: Disable all other rules and set up a simple “forward all calls” rule.

3.Extend your voicemail timer: Set it to at least 30 seconds.

4.Check for conflicting rules: Disable simultaneous ring, find me/follow me, and other conditional rules.

5.Confirm your 365 Agents number: Double-check that you’ve entered the number correctly in your provider’s settings.

If you’ve tried these steps and are still having trouble, please contact our support team. We’re happy to help you get set up!