Glossary
What is call forwarding?
Definition
Call forwarding automatically redirects an incoming call from one number to another — for example, sending calls from a business line to a mobile, an answering service, or an AI receptionist when the main line isn't picked up.
01How businesses use call forwarding
Small businesses forward their main number to a backup so calls aren't missed when the office is closed or staff are busy. Conditional forwarding can route only the unanswered or after-hours calls — sending them to voicemail, an answering service, or an AI receptionist that actually picks up.
Frequently asked questions
What's the difference between conditional and unconditional call forwarding?
Unconditional forwarding sends every call straight to the destination — your phone never rings. Conditional forwarding only redirects calls under specific circumstances: when the line is busy, when nobody answers within a set number of rings, or when the phone is unreachable. Most businesses pairing a backup service with their own answering use the conditional kind.
How do I set up call forwarding to an answering service?
The service gives you a destination number. You then enable forwarding on your line — via carrier star codes on a mobile or landline, or a settings toggle in a VoIP dashboard — choosing conditional forwarding if you still want first crack at answering. Codes differ by carrier, so check theirs, and always place a test call before relying on it.
Does call forwarding cost extra?
It depends on your carrier and plan. Some include forwarding free, others bill the forwarded leg like an outbound call per minute; VoIP plans typically include it. It's worth checking, but the cost is usually small next to what an unanswered call costs — most businesses treat forwarding charges as a rounding error in the decision.
See also
Related terms
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