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Call Forwarding Index

Helpful info for getting call forwarding active from your carrier - always check with your carrier for any updates to their call forwarding.

Nate H avatar
Written by Nate H
Updated today

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

  • 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

  • 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

  • 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

  • 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

🔎 Follow our dedicated Help Center content for more information

AT&T Wireless

Method 1: Star Codes

  • Unconditional (All Calls): Dial *72 followed by the 10-digit number, then press #

  • Busy Call Forwarding: Dial *90 + number + #

  • No Answer Forwarding: Dial *92 + number + #

  • To Disable: Dial *73# (Unconditional), *91# (Busy), or *93# (No Answer)

Method 2: Online Portal

  • Log in to your myAT&T account.

  • Go to Phone Features > Call Forwarding.

  • Enter the destination number and select Save.

Verizon Wireless (Standard/Business)

Method 1: Star Codes

  • Immediate (Unconditional): Dial *72 + the 10-digit forwarding number (e.g., *72-555-555-5555). Listen for a confirmation tone/message and hang up.

  • Conditional (No Answer): Dial *71 + the 10-digit number.

  • To Disable: Dial *73.

Method 2: My Verizon App

  • Open the My Verizon app.

  • Tap Manage Device.

  • Navigate to Preferences > Call Forwarding.

  • Toggle ON and enter the number.

T-Mobile

Method: Star Codes

  • Unconditional: Dial **21* followed by the 10-digit number and #. (Example: **21*5555555555#)

  • If Busy: Dial **67* + number + #

  • If No Answer: Dial **61* + number + #

  • To Disable All Forwarding: Dial ##004# and press call.

Spectrum (Mobile & Business)

Method 1: Star Codes

  • To Enable: Dial *72, wait for a dial tone, then enter the 10-digit forwarding number

  • To Disable: Dial *73

Method 2: Spectrum Business Portal

  • Log in to the Spectrum Business Portal

  • Select Voice > Manage Lines

  • Choose your line and select Call Forwarding

  • Toggle to On and enter the number

Cox (Residential & Business)

Method: Star Codes

  • All Calls: Dial *72 + the destination number

  • Busy Forwarding: Dial *90 + the destination number

  • No Answer Forwarding: Dial *92 + number of rings (2-9) + number

  • To Disable: Dial *73 (All), *91 (Busy), or *93 (No Answer)

RingCentral

Method: Admin Portal / User Settings

  • Log in to your RingCentral account

  • Navigate to Settings > Phone > Call Rules

  • Select Forward All Calls or create a custom rule

  • Add the external 10-digit number to the forwarding list

  • Set the ring duration (usually set to 0 seconds for immediate forwarding)

Google Voice

This process ensures all incoming calls to your Google Voice number are forwarded to the Housecall Pro platform so the CSR AI can answer, assist, and log details from your customers automatically.

Step 1: Access Google Voice Settings

  • Open Google Voice in your browser.

  • Click the Settings (gear icon) in the top right corner.

  • Select the Account tab from the left sidebar.

Step 2: Add the Forwarding Number

  • Scroll down to the Linked numbers section.

  • Click + New linked number.

    • Note: Ensure you are setting this up as a "Linked Number" and not a "Device."

  • Enter the phone number provided by Housecall Pro for your CSR AI feature.

  • Crucial Step: Click the link that says "verify by phone" (usually located below the "Send code" button).

  • Click Call to initiate the verification process.

Step 3: Retrieve the Verification Code in Housecall Pro

Since the AI is "answering" the phone, you must retrieve the code from the HCP platform:

  • Log in to your Housecall Pro

  • Go to the Inbox and select the CSR AI Call Log.

  • If the call doesn't appear immediately, click Filter and uncheck "Hide spam calls" or any active filters to ensure the Google verification call isn't being blocked.

  • Click on the call log entry to view the Transcription or Summary.

  • Find the 6-digit verification code provided by the automated Google Voice call.

Step 4: Verify and Enable Forwarding

  • Go back to the Google Voice Settings window.

  • Enter the 6-digit code you retrieved from the HCP call log.

  • Click Verify. Once confirmed, click Finish.

  • Navigate to the Calls tab in Google Voice Settings.

  • Under Call forwarding, toggle the switch ON for the newly linked HCP CSR AI number.

💡 Pro-Tips for Success

  • Verification Fails? If the call doesn't go through, double-check that the phone number entered is exactly correct and that you've selected "Verify by phone" instead of text.

  • Check the Filters: The most common reason a code is "missing" is that HCP has filtered the Google verification call as "Spam." Always check your spam or filtered calls if the log is empty.

  • One-Time Setup: Once this is linked and toggled on, all future calls will route to the AI without further intervention.

Vonage Business

Method 1: Star Codes

  • To Enable: Dial *72 from your Vonage phone, enter the number, and press 1 to confirm

  • To Disable: Dial *73

Method 2: Admin Portal

  • Log in to the Vonage Business Portal

  • Go to Phone System > Extensions

  • Select the extension and click Call Forwarding

  • Enter the external number and save.

Grasshopper

Method: Settings Menu

  • Log in to the Grasshopper desktop or mobile app

  • Go to Settings > Call Forwarding

  • Select the Extension you want to forward

  • Add a new forwarding number or toggle an existing one to On

Dialpad

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

  • 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

  • To Enable:

    • Dial *72

    • Enter the 10-digit forwarding number

    • Press #

  • To Disable: Dial *73

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

  • 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

  • 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

  • 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

  • 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

  • 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

  • To Enable:

    • Dial *72, followed by the 10-digit destination number

    • Listen for the confirmation tone

  • To Disable: Dial *73

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

  • To Enable: Dial *72, followed by the 10-digit forwarding number

  • To Disable: Dial *73

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

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 move). *71 (on 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.

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.

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