Features
Call Forwarding
By Myroslav Orshak · operates licensed carrier infrastructure · Updated September 2026
Call forwarding sends an incoming call to a different number instead of ringing the phone that was dialed — the simplest way to stop missing calls when you are away from your desk.
How it works
There are four types, and knowing which one you want saves a lot of confusion. Unconditional forwarding sends every call somewhere else immediately. Busy forwarding steps in only when the line is already in use. No-answer forwarding waits a set number of rings first. Unreachable forwarding catches calls when the phone is off or has lost its connection. Most businesses want the last three together and almost never want the first.
On a traditional phone line you switch it on by dialing a star code, and it happens inside the telephone network. On a business phone system, forwarding is a rule in your account, set from a web page or an app. That lets it do things a star code can't. It can forward only during certain hours, only calls from certain numbers, or to several phones at once.
How to turn it on depends on what you have. On a business phone system, forwarding is a rule in the admin dashboard or the user's app, usually under call handling, where you can also set hours and conditions. On a traditional landline, dial *72 followed by the number to forward to, and *73 to switch it off. On a cell phone, look in the phone app's settings for call forwarding; if your carrier doesn't show that menu, its own code works instead, and its support page lists it.
Why it matters
A forwarded call is the difference between a customer reaching you and a customer calling your competitor. That is the whole business case, and it is why forwarding is the feature small businesses use most and think about least.
The catch is that a forwarded call is still a call your system places, so it can cost money. This matters most on cell plans and traditional lines, where forwarding to a cell phone can be billed as an outgoing call for as long as the conversation lasts. Modern business phone systems generally include forwarding to any number in the country at no extra charge, which is one of the quieter reasons they work out cheaper than they look.
*72 turns forwarding on and *73 turns it off; *68 forwards only when you are busy or don't answer, and *88 turns that off. These are the codes the numbering administrator assigns, but it notes that carriers don't all follow them, so check with yours.
Related terms
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Compare business phone systems →Frequently asked questions
Does call forwarding cost money?
It depends on the system. Business phone services normally include forwarding to any domestic number at no extra cost. Traditional lines and mobile plans often bill the forwarded leg as an outbound call for its full duration, so a long call forwarded to a cell phone is charged twice over.
Can I forward calls only outside business hours?
On a business phone system, yes, and it is one of the better reasons to have one. You set a schedule once and calls route to the office during the day and to a cell phone or answering service after hours. Star codes on a traditional line cannot do this — someone has to remember to switch them.
Will the caller know their call was forwarded?
No. They hear ringing and then you answer, exactly as if you had picked up at your desk. What you see is worth checking, though: some systems show the original caller's number and others show your own main line, which makes it hard to tell a forwarded business call from a personal one.
What is the difference between forwarding and a ring group?
Forwarding sends a call to one destination. A ring group rings several phones at once, or one after another, and the first person to pick up gets the call. If your goal is that somebody always answers, a ring group handles it better than a chain of forwards.
How do I forward my business line to my cell phone?
On a business phone system, add a forwarding rule for your extension in the admin dashboard or app, pointing to your cell number, and choose whether it applies always, after a number of rings, or outside business hours. On a traditional landline, dial *72 and then your cell number; dial *73 to stop.
How do I turn call forwarding off?
On a landline, dial *73. On a business phone system, disable the forwarding rule in the dashboard or app. On a cell phone, switch it off in the phone app's call-forwarding setting, or use your carrier's cancel code. If calls still forward afterwards, check whether a second rule, such as busy or no-answer forwarding, is still active.