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.
Not sure which to use? If customers are reaching your voicemail before the AI picks up, switch to Unconditional. If you want your phone to ring first and roll over to the AI when you're busy, use Conditional.
Device-Level Forwarding (iPhone & Android)
Call forwarding can also be managed directly on your device if your carrier supports it at the OS level (most GSM carriers like AT&T and T-Mobile do).
On iPhone (iOS)
To Turn ON: Open Settings > Phone (or Apps > Phone on newer iOS) > Call Forwarding > toggle ON > tap Forward To and enter the number > tap Back to save.
To Turn OFF: Settings > Phone > Call Forwarding > toggle OFF.
Android
Steps vary slightly by brand (Samsung, Pixel, etc.).
To Turn ON: Open the Phone app > tap the three-dot Menu > Settings > Supplementary Services (Samsung) or Calling Accounts > [Your Carrier] > Call Forwarding (Pixel/Stock Android) > Voice Calls > choose Always Forward or a conditional option > enter number > tap Turn On.
To Turn OFF: Follow the same path and tap Turn Off on the active forwarding option.
Popular Carriers and Forwarding Options
HCP Voice
AT&T Wireless
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Star Codes:
Busy: Dial *90 + 10-digit number + #
No Answer: Dial *92 + 10-digit number + #
Disable Busy: Dial *91#
Disable No Answer: Dial *93#
Portal: Log in to myAT&T > Phone Features > Call Forwarding > enter destination number > select a conditional rule > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star Codes:
Enable: Dial *72 + 10-digit number + #
Disable: Dial *73#
Portal: Log in to myAT&T > Phone Features > Call Forwarding > enter destination number > set to Forward All Calls > Save.
Verizon Wireless
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Star codes:
No Answer: Dial *71 + 10-digit number
Disable: Dial *73
App: Open My Verizon app > Manage Device > Preferences > Call Forwarding > select a conditional option > enter number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72 + 10-digit number
Disable: Dial *73
App: Open My Verizon app > Manage Device > Preferences > Call Forwarding > toggle ON for all calls > enter number > Save.
T-Mobile
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Star codes:
If Busy: Dial **67* + 10-digit number + #
If No Answer: Dial **61* + 10-digit number + #
Disable All Forwarding: Dial ##004# and press Call
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial **21* + 10-digit number + # (e.g., **21*5555555555#)
Disable: Dial ##21# and press Call
Spectrum (Mobile & Business)
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Portal: Log in to Spectrum Business Portal > Voice > Manage Lines > select your line > Call Forwarding > choose a conditional rule (Busy or No Answer) > enter number > Save.
📌 Note: Spectrum's star code *72 activates unconditional forwarding only. For conditional-only forwarding, use the portal.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72, wait for dial tone, then enter 10-digit number
Disable: Dial *73
Portal: Log in to Spectrum Business Portal > Voice > Manage Lines > select your line > Call Forwarding > toggle ON > enter number.
Cox (Residential & Business)
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Star codes:
Busy: Dial *90 + destination number
No Answer: Dial *92 + number of rings (2–9) + number
Disable Busy: Dial *91
Disable No Answer: Dial *93
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72 + destination number
Disable: Dial *73
Comcast / XFINITY Residential
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Portal: Sign in to your Xfinity account > Voice > Settings > Call Forwarding > select a conditional forwarding option > enter destination number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72, wait for dial tone, enter 10-digit number, wait for confirmation tone
Disable: Dial *73
Portal: Sign in to Xfinity account > Voice > Settings > Call Forwarding > enter forwarding number > Save.
Comcast Business
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Portal: Log in to Comcast Business My Account > Business VoiceEdge > Feature Settings > Call Forwarding > select a conditional rule > enter destination number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72 + 10-digit destination number, listen for confirmation tone
Disable: Dial *73
Portal: Log in to Comcast Business My Account > Business VoiceEdge > Feature Settings > Call Forwarding > switch status to On > enter destination number > Save.
Verizon One Talk
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Star codes:
Enable (Busy/No Answer): Dial *71 + 10-digit forwarding number
Disable: Dial *73
Portal: Log in to Verizon My Business > One Talk > Manage Features > User Features > select line > Call Forwarding Busy or No Answer > enter number > Submit/Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72 + 10-digit forwarding number
Disable: Dial *73
Portal: Log in to Verizon My Business > One Talk > Manage Features > Call Forwarding Always > enter Forwarding Number > Submit/Save.
RingCentral
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Portal: Log in to your RingCentral account > Settings > Phone > Call Rules > create a custom rule for Busy or No Answer > add external 10-digit number > set ring duration > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Portal: Log in to your RingCentral account > Settings > Phone > Call Rules > select Forward All Calls > add external 10-digit number > set ring duration to 0 seconds for immediate forwarding > Save.
Google Voice
📌 Note: Google Voice requires a one-time verification step since the AI will be answering the call. Follow these steps carefully.
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Google Voice does not offer a native "busy/no answer" rollover to an external number. For rollover behavior, set up forwarding to the HCP number and adjust the ring duration in Google Voice settings so your personal device rings first.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Step 1 – Add the forwarding number: Open Google Voice in a browser > Settings (gear icon) > Account tab > Linked Numbers > + New linked number > enter the HCP phone number > click "verify by phone" (not "Send code") > click Call.
Step 2 – Retrieve the verification code: Log in to Housecall Pro > Inbox > CSR AI Call Log. If the call doesn't appear, click Filter and uncheck "Hide spam calls." Click the call log entry and find the 6-digit code in the Transcription or Summary.
Step 3 – Complete verification: Return to Google Voice Settings > enter the 6-digit code > click Verify > Finish.
Step 4 – Enable forwarding: In Google Voice Settings > Calls tab > Call Forwarding > toggle ON for the newly linked HCP number.
🛠️ Pro Tip: If verification fails, confirm the number is entered exactly correctly and that you selected "Verify by phone." The most common issue is the verification call being filtered as spam in HCP — always check filtered/spam calls if the log appears empty.
Vonage Business
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Portal: Log in to Vonage Business Portal > Phone System > Extensions > select extension > Call Forwarding > set up a Busy or No Answer rule > enter external number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72 from your Vonage phone > enter the number > press 1 to confirm
Disable: Dial *73
Portal: Log in to Vonage Business Portal > Phone System > Extensions > select extension > Call Forwarding > enter external number > Save.
Nextiva
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Portal: Log in to Nextiva Voice Admin Dashboard > hover over Users > Manage Users > select user > Forwarding > Call Forwarding Busy or Call Forwarding No Answer > enter destination number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72 + 10-digit forwarding number + #
Disable: Dial *73
Portal: Log in to Nextiva Voice Admin Dashboard > Users > Manage Users > select user > Forwarding > Call Forwarding Always > enter destination number > Save.
Ooma Office
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Portal: Log in to Ooma Office End User Portal > Call Handling > Settings > under "When a call comes in" select Forward after ringing or Forward when busy > enter Forwarding Number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72, wait for prompt, enter forwarding number + #
Toggle On/Off: Dial *74 and follow voice prompts
Portal: Log in to Ooma Office End User Portal > Call Handling > Settings > under "When a call comes in" select Forward it immediately > enter Forwarding Number > Save.
Grasshopper
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
App/Desktop: Log in to Grasshopper > Settings > Call Forwarding > select the extension > configure forwarding to activate after a set number of rings > add forwarding number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
App/Desktop: Log in to Grasshopper > Settings > Call Forwarding > select the extension > add forwarding number > toggle to On > set ring time to 0 or minimum seconds > Save.
Dialpad
📌 Note: Dialpad does not support standard star codes like *72. All forwarding must be managed via the app or web portal.
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Portal/App: Log in to Dialpad.com > Your Settings > Your Devices > Add New > Add forwarding number > enter 10-digit number > Verify. Dialpad will ring your registered devices first and roll over based on your ring settings.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Portal/App: Log in to Dialpad.com > Your Settings > Your Devices > Add New > Add forwarding number > enter 10-digit number > Verify > set your other devices to inactive so only the forwarding number rings.
To remove: Go back to Your Devices > Remove next to the forwarding number.
OpenPhone (Oma)
📌 Note: OpenPhone may send a verification code to the destination number. Retrieve it from your Housecall Pro dashboard.
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
App/Web: Log in to OpenPhone > Settings (profile icon or gear) > select your phone number > Call Handling > set ring duration so your team rings first > enable Forward to an external number as a fallback > enter 10-digit HCP number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
App/Web: Log in to OpenPhone > Settings > select your phone number > Call Handling > Find Forward to an external number > toggle On > enter 10-digit HCP number > set Ring for X seconds to at least 20–30 seconds to ensure the AI answers before OpenPhone voicemail > Save.
CallRail
📌 Note: CallRail forwards calls at the tracking number level, not the device level. There are no star codes.
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Dashboard: Log in to CallRail > Numbers > select the Tracking Number > Call Flow/Call Routing > Edit > configure a rollover or failover destination > enter the destination phone number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Dashboard: Log in to CallRail > Numbers > select the Tracking Number > Call Flow/Call Routing > Edit > under "Forward Calls To" enter the destination phone number > Save.
Podium
📌 Note: Podium manages call routing at the platform level. There are no star codes.
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Dashboard: Log in to Podium > Settings (gear icon) > Phones > select your Business Number > Call Routing > Edit > configure routing to ring your team first with a fallback to the HCP number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Dashboard: Log in to Podium > Settings > Phones > select your Business Number > Call Routing > Edit > under "Route Calls Directly To" select Specific Phones or Phone Number > enter destination number > Save.
8x8
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Star codes:
Busy: Dial *90 + 10-digit number
No Answer: Dial *92 + 10-digit number
Disable Busy: Dial *91
Disable No Answer: Dial *93
Portal: Log in to 8x8 Admin Console > Users > select user > Call Forwarding > configure Busy or No Answer rules > enter destination number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72 + 10-digit number
Disable: Dial *73
Portal: Log in to 8x8 Admin Console > Users > select user > Call Forwarding Always > enter destination number > Save.
Zoom Phone
📌 Note: Zoom Phone does not use traditional star codes for call forwarding. Use the portal or app.
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Portal/App: Log in to Zoom web portal > Phone > Settings > Call Handling > configure Busy or Unanswered call behavior > select Forward to > enter external 10-digit number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Portal/App: Log in to Zoom web portal > Phone > Settings > Call Handling > under "When not available" or using the Call Forwarding section > select Forward All Calls > enter 10-digit number > Save.
Lingo (Formerly MagicJack / Lingo Telecom)
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Portal: Log in to your Lingo account portal > My Features > Call Forwarding > select Busy or No Answer > enter destination number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72 + 10-digit number
Disable: Dial *73
Portal: Log in to your Lingo account portal > My Features > Call Forwarding > select Always Forward > enter destination number > Save.
Bandwidth
📌 Note: Bandwidth is primarily a wholesale carrier used by other platforms. End-user forwarding is typically managed through your platform's portal, not directly.
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Portal: Log in to your Bandwidth Dashboard or the platform powered by Bandwidth > navigate to Call Routing or Call Handling > configure a No Answer or Busy forwarding rule > enter destination number > Save.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Portal: Log in to your Bandwidth Dashboard or platform > Call Routing > set forward destination for all inbound calls > enter 10-digit number > Save.
Twilio
📌 Note: Twilio is a developer platform. Forwarding is configured through the Twilio Console or a connected app's settings.
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Console: Log in to Twilio Console > Phone Numbers > select your number > Voice Configuration > set "A call comes in" to your app or webhook URL, and configure fallback/failover URL to forward to the HCP number when unanswered.
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Console: Log in to Twilio Console > Phone Numbers > select your number > Voice Configuration > under "A call comes in" select Forward to Phone Number > enter the 10-digit HCP number > Save.
Republic Wireless (MVNO on T-Mobile)
📌 Note: Republic Wireless uses T-Mobile's network and follows T-Mobile star code conventions.
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Star codes:
If Busy: Dial **67* + 10-digit number + #
If No Answer: Dial **61* + 10-digit number + #
Disable: Dial ##004# and press Call
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial **21* + 10-digit number + #
Disable: Dial ##21# and press Call
Cricket Wireless (MVNO on AT&T)
📌 Note: Cricket Wireless uses AT&T's network and follows AT&T star code conventions.
Conditional Forwarding (rollover/busy)
Conditional Forwarding (rollover/busy)
Star codes:
Busy: Dial *90 + 10-digit number + #
No Answer: Dial *92 + 10-digit number + #
Disable Busy: Dial *91#
Disable No Answer: Dial *93#
Unconditional Forwarding (all calls)
Unconditional Forwarding (all calls)
Star codes:
Enable: Dial *72 + 10-digit number + #
Disable: Dial *73#
FAQs
Why are my calls going to my personal voicemail?
Disable Live Voicemail (iOS 17+): Go to Settings > Phone > Live Voicemail and turn it OFF. This prevents your phone from "answering" the call before it forwards.
Calls are ringing once and then cutting off.
Check if you have Conditional Forwarding active. If the carrier "times out" before the forwarding kicks in, it may drop. Try using *Unconditional instead.
How do I stop my personal cell from ringing?
Ensure you are using Unconditional Forwarding. "Conditional" forwarding allows your device to ring first; "Unconditional" sends the call immediately.
The star code isn't working on my phone.
Some carriers require you to press the Call/Send button after typing the code. Also, confirm you are using the native dialer app, not a third-party app like WhatsApp.
Do I get charged for forwarded calls?
Most modern US plans include free forwarding, but some older or prepaid plans charge per-minute rates for the forwarded portion of the call.
Can I forward to an international number?
Most standard star codes (*72) only work for domestic 10-digit numbers. For international forwarding, you usually must use the carrier's online portal.
My forwarding keeps turning itself off.
Check for carrier-side Call Filtering or "Spam Blocking" apps (like AT&T ActiveArmor). These can sometimes override forwarding rules if they flag the incoming call as spam.
What is the difference between *71 and *72?
*72 is Unconditional — 100% of calls are forwarded. *71 (Verizon/Sprint) is Conditional — only forwards if you don't answer or are busy.
Can I forward my landline from a remote location?
Most landline providers (like Cox or Xfinity) require you to use their Online Portal or App to manage forwarding if you aren't physically at the desk.
Is there a limit on forwarding "hops"?
Yes. You generally cannot forward a call more than twice (A -> B -> C). If the destination number is also forwarded, the call will likely fail or go to voicemail.
How to turn off CSR AI?
If you do not want CSR AI to handle your calls temporarily, you will need to deactivate forwarding. If you need help, the most common carriers are listed HERE, with details on how to activate and deactivate call forwarding.
If you want to change the behavior, move from booking to not booking, or adjust any booking settings, please navigate to your CSR AI settings via your Teams and Permissions page.
If you are looking to cancel the feature, please submit a request from your billing tab, or chat/call into our support team to make the formal request.
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.