What is Call Forwarding?
Call forwarding is a process to move your calls from your current carrier or device to an alternate carrier, device, or feature, like CSR AI or HCP Assist!
There are two common types of call forwarding:
Unconditional, meaning 100% of your calls are forwarded
Conditional, meaning calls only forward when busy/unavailable - also known as rollover.
Common Call Forwarding Management
Call forward settings depend on your device (iPhone or Android) as well as your carrier/VoIP system. Most carriers use short codes for personal devices, while VoIPs will have it as a widget/option within their call flow to manage the calls.
On iPhone (iOS)
For most carriers (GSM networks like AT&T or T-Mobile), you can manage this directly in your settings.
To Turn ON
To Turn ON
Open the Settings app
Scroll down and tap Phone (on newer iOS versions, look under Apps > Phone)
Tap Call Forwarding.
Toggle the Call Forwarding switch to ON (it will turn green)
Tap Forward To and enter the phone number where you want calls to go
Tap Back to save; a small phone icon with an arrow will appear in your status bar
To Turn OFF
To Turn OFF
Go back to Settings > Phone > Call Forwarding
Toggle the Call Forwarding switch to OFF
On Android Devices
Steps may vary slightly depending on your brand (Samsung, Pixel, etc.), but the general path is the same.
To Turn ON
To Turn ON
Open the Phone app (dialer)
Tap the three dots (Menu) in the top right corner and select Settings
Tap Supplementary services (Samsung) or Calling accounts > [Your Carrier] > Call forwarding (Pixel/Stock Android)
Select Voice calls
Choose Always forward (or select a conditional option like "When busy")
Enter the forwarding number and tap Turn on or Enable
To Turn OFF
To Turn OFF
Follow the same path: Phone app > Settings > Supplementary services/Calling accounts > Call forwarding
Tap the active forwarding option (e.g., Always forward)
Select Turn off or Disable
Popular Carriers and Forwarding Options
HCP Voice
Dialpad
Method: Web Portal / App
Method: Web Portal / App
Log in to Dialpad.com and go to Your Settings.
Navigate to Your Devices.
Select Add New > Add forwarding number.
Enter the 10-digit phone number you want to forward to.
Select Verify to complete the setup.
To Disable: Go back to Your Devices and select Remove next to the forwarding number.
📌 Note: Dialpad does not use standard star codes (like *72) for call forwarding. It must be managed via the app or web portal.
CallRail
Method: Admin Dashboard
Method: Admin Dashboard
Log in to your CallRail account
Navigate to the Numbers section in the top navigation bar
Select the specific Tracking Number you wish to forward
Click on Call Flow or Call Routing and select Edit
Under "Forward Calls To," enter the destination phone number
Click Save at the bottom of the page
Nextiva
Method 1: Star Codes
Method 1: Star Codes
To Enable:
Dial *72
Enter the 10-digit forwarding number
Press #
To Disable: Dial *73
Method 2: NextOS Portal
Method 2: NextOS Portal
Log in to the Nextiva Voice Admin Dashboard
Hover over Users > Manage Users
Select the user and click Forwarding
Select Call Forwarding Always
Enter the destination number
Click Save
Podium
Method: Podium Dashboard
Method: Podium Dashboard
Log in to Podium and navigate to Settings (gear icon)
Select Phones from the left-hand menu
Choose the Business Number you want to manage
Click on Call Routing and select Edit
Under "Route Calls Directly To," choose Specific Phones or Phone Number and enter the destination
Click Save
Ooma (Office)
Method 1: Star Codes
Method 1: Star Codes
To Enable:
Dial *72 and wait for the prompt
Enter the forwarding number, followed by #
To Toggle On/Off: Dial *74 and follow the voice prompts.
Method 2: End User Portal
Method 2: End User Portal
Log in to the Ooma Office End User Portal
Navigate to Call Handling > Settings
Under the "When a call comes in" dropdown, select Forward it immediately
Enter the Forwarding Number
Click Save
XFINITY (Residential)
Method 1: Star Codes
Method 1: Star Codes
To Enable:
Dial *72
Wait for the dial tone, then enter the 10-digit forwarding number
Wait for a confirmation tone
To Disable: Dial *73.
Method 2: Xfinity Voice Portal
Method 2: Xfinity Voice Portal
Sign in to your Xfinity account online
Navigate to the Voice section and select Settings
Click on Call Forwarding
Enter the number(s) you wish to forward to
Comcast Business
Method 1: Star Codes
Method 1: Star Codes
To Enable:
Dial *72, followed by the 10-digit destination number
Listen for the confirmation tone
To Disable: Dial *73
Method 2: Business Portal
Method 2: Business Portal
Log in to the Comcast Business My Account portal
Select Business VoiceEdge from your services
Go to Feature Settings > Call Forwarding
Switch the status to On and enter the destination number
Verizon One Talk
Method 1: Handset / Star Codes
Method 1: Handset / Star Codes
To Enable: Dial *72, followed by the 10-digit forwarding number
To Disable: Dial *73
Method 2: One Talk Admin Portal
Method 2: One Talk Admin Portal
Log in to the Verizon My Business portal and select One Talk
Select Manage Features, then click Group Forwarding or User Features
Choose the line you wish to forward and select Call Forwarding Always
Enter the Forwarding Number
Click Submit/Save
Need help or have questions?
We're here for you! Chat with Support using the Blue Chat Bubble in your Housecall Pro account, or give us a call at (858) 842-5746.