Forwarding Phone
Acquire your new forwarding number and view detailed instructions on how to forward calls to your call forwarding number.
YouTube playback quality may be low by default. Use the ⚙️ to switch to 1080p manually if needed. To toggle closed captions, click the 🇨🇨.
Overview
Call forwarding is how customer calls reach your phone assistant. When someone dials your business number, the call is redirected to your call forwarding number, which answers and handles the conversation.
Open this page at: i118.ai/app/phone
Your forwarding number is your phone assistant's number — forward calls from your business line to it so the assistant can answer them. Forwarding numbers are currently available for US and Canadian numbers.
How call routing works
Forwarding types
The call rings your device first. If you do not answer or your line is busy, the call will then be forwarded to the phone assistant.
Best for: Businesses that want to answer calls personally when available but have the phone assistant handle overflow and missed calls.
This is the recommended setup for most businesses.
Every incoming call goes directly to the phone assistant without ringing your device.
Best for: High-volume businesses that want the phone assistant to handle all calls, or when staff should not be interrupted by phone calls.
You can temporarily activate Always Forwarding on top of Busy / No Answer forwarding. For example, you can add it at the beginning of a meeting so you will not be disturbed by calls during the meeting, and cancel it after the meeting.
Forwarding number types
Your call forwarding number is the destination for call forwarding. You need to choose one of the two types:
| Type | Description |
|---|---|
| Dedicated phone number | A phone number assigned exclusively for you. Your callers can connect to it immediately without needing to enter an extension, and it stays assigned as long as your subscription is active. A dedicated number carries a small recurring monthly fee. |
| Extension phone number (free) | A shared base number used across many users. Each user receives a unique extension code — see below for how it works. The shared base number is typically free with no monthly fee. |
Dedicated phone numbers
Dedicated numbers use a unique phone number assigned exclusively to you. Your callers can connect to it immediately without needing to enter an extension number.
- How it works: You forward your business phone to your dedicated number. When a customer dials your business number and the call forwards to your assigned Dedicated phone number, they are connected directly to your phone assistant.
Extension phone numbers
Extension numbers use a shared phone number. Many users share the same base number, and each one uses a unique extension code to connect to their phone assistant.
- How it works: You provide your caller with an assigned extension code, either on your business card or your advertising materials. You forward your business phone to the shared base number. When a customer dials your business number and the call forwards to your shared base number, they hear a prompt to enter an extension code. Entering your code routes the call to your own phone assistant.
Extension numbers are a NO-cost option best suited for businesses that do not expect many calls and use the phone assistant primarily as a backup for overflow or missed calls.
Setting up call forwarding
| Phone type | What is it | How to set it up |
|---|---|---|
| Landline / Desk Phone | A traditional business phone line, for example, Comcast, AT&T, or Verizon | Enter carrier dial codes, or call your phone provider to set up for you |
| VoIP / Cloud Phone | A modern telephone service that operates entirely over the internet rather than traditional copper landlines, for example, Zoom Phone or RingCentral | Your provider's settings portal |
| Mobile Phone | A cellular phone, like iPhone or Android phone | Carrier dial codes (best), or phone settings (limited settings) |
| GSM Gateway | A phone system (looks like a traditional phone) that houses SIM cards to receive calls from mobile networks. | The gateway's local configuration panel |
Rolling back call forwarding
To stop sending calls to the phone assistant and return to normal phone behavior:
-
Landline:
-
Cancel busy forwarding:
*91# -
Cancel no-answer forwarding:
*93# -
Cancel always forwarding:
*73#
-
-
VoIP: Remove or disable the forwarding rule in your settings portal
-
Mobile / GSM Gateway:
-
Cancel busy forwarding:
##67# -
Cancel no-answer forwarding:
##61# -
Cancel always forwarding:
##21# -
Cancel all forwardings:
##002#
-
-
Note: Cancel one type of forwarding will not affect other types. Carrier codes may vary by country and carrier. Contact your phone provider if the codes above do not work.
The Call Forwarding page shows your call forwarding number and basic forwarding instructions specific to your setup. Reference that page for the exact Call Forwarding number to use.