How to Forward Business Calls to Answering Service: Complete Setup Guide (2025)

Your business phone is ringing off the hook right now. Maybe you're missing calls while helping customers, losing after-hours inquiries, and important calls are going straight to voicemail. Most small businesses miss 60% of their calls, and that's not even counting the revenue lost from each missed opportunity.

Every ringing phone could mean a new customer or an important client inquiry.

But when up to 80% of callers won't bother leaving a voicemail if you don't answer, they'll just hang up and likely call your competitor instead.

The solution? Forward your business calls to a professional answering service so that every call gets answered by a real person (or intelligent AI assistant like Eden). This simple setup ensures customers always hear a friendly, professional voice instead of hitting voicemail.

This guide walks you through exactly how to set up call forwarding on any device and why it's one of the smartest moves you can make for your business.

Why Should You Forward Business Calls to an Answering Service?#

It's 7 PM on a Tuesday. Your office is closed, but a potential client with an urgent project calls your main line. Instead of reaching voicemail where they'll probably hang up, they connect with a professional receptionist who takes their details and schedules a callback for first thing tomorrow morning.

That's a captured lead instead of a lost opportunity.

The Business Impact You Can't Ignore#

When you forward calls to a 24/7 answering service, several powerful things happen:

• Never Miss a Lead Again: Calls get answered by a live agent or AI 24/7, converting potential missed calls into captured leads or sales

• Professional Customer Experience: Callers are greeted warmly instead of hitting voicemail, making your business appear larger and more customer-focused

• Improved Work-Life Balance: You can disconnect after hours or focus on critical work while the answering service handles routine calls

• Coverage During Busy Times: When your team is swamped, forwarded calls go to backup support rather than busy signals

Consider this: A plumber on a job site can forward calls to Eden's AI receptionist and have new appointments booked automatically while staying focused on the current customer. The professional call handling creates a seamless experience that builds trust and captures revenue.

Did you know that businesses lose significant money from unanswered calls? The cost of missed opportunities often far exceeds the investment in proper call forwarding setup.

Critical insight: The choice between answering every call and missing opportunities will determine whether your business operates efficiently or struggles with lost revenue.

What Are the Different Types of Call Forwarding for Business?#

Before diving into setup instructions, you need to understand the main types of call forwarding available. Different options determine when calls get redirected to your answering service:

Which Option Should You Choose?#

Most successful businesses use a combination approach:

→ During business hours: No-answer + busy forwarding (lets you answer first, but catches missed calls)

→ After hours: Immediate forwarding (all calls go directly to the service)

→ Weekends: Immediate forwarding (ensures 24/7 coverage)

This strategy ensures every caller reaches someone without unnecessary interruptions during your available hours.

The flexibility is incredible. You can often set multiple conditions simultaneously. For example, forward calls when busy or unanswered during the day, then forward all calls after 5 PM. Many carriers let you configure all three types at once. Conditional call forwarding gives you precise control over when and how calls are routed.

How to Set Up Call Forwarding: Step-by-Step Instructions#

The process varies slightly depending on your phone service type.

Don't worry though. It's usually very quick to set up.

Often done in under a minute! Find your scenario below and follow the specific instructions.

How to Forward Calls from iPhone and Android to Answering Service#

Most cell phones have call forwarding built into their settings, and it's supported by all major carriers. You have two main options: using the phone's settings interface or dialing carrier codes.

iPhone Setup Process#

Setting up call forwarding on iPhone is surprisingly straightforward:

① Open the Settings app (gray gear icon on your home screen)

② Scroll down and tap "Phone"

③ Tap "Call Forwarding" (If unavailable, your carrier requires codes. See below)

④ Toggle Call Forwarding on (switch turns green)

⑤ Tap "Forward To" and enter the full 10-digit number (your answering service number or Eden's dedicated number)

⑥ Exit settings. Forwarding is now active (you'll see a phone icon in the status bar)

Pro tip: To turn it off, simply return to that menu and toggle Call Forwarding off. The system remembers your last number for quick reactivation.

Android Setup Process#

Android devices support call forwarding, but menus vary by manufacturer (Samsung, Google, Motorola). Generally, you'll use the Phone app's settings:

Example paths: Samsung Galaxy uses Phone app > Menu > Settings > Supplementary services > Call forwarding. Google Pixel uses Phone app > Menu > Settings > Calling accounts > [Your SIM] > Call forwarding.

Quick Setup Using Star Codes#

If phone settings aren't available or you prefer speed, use these carrier star codes on your keypad:

For immediate forwarding (all calls):

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

• Example: *72-555-123-4567 then press call

• Wait for confirmation tone

To cancel forwarding:

• Dial: *73 and press call

For conditional forwarding:

→ No answer: *61*[number]# (forwards after few rings)

→ When busy: *67*[number]# (forwards when line occupied)

→ Unreachable: *62*[number]# (when phone is off/no signal)

Note: Replace [number] with your answering service number. To cancel, dial ##61#, ##67#, or ##62# respectively.

Important: Not all carriers use identical codes. Verizon, AT&T, and T-Mobile have slight variations. If the standard codes don't work, contact your carrier's support for the correct sequence.

How to Forward Landline Calls to Answering Service#

Many businesses still use landline phones in offices. Call forwarding on analog landlines uses special dial codes since there's no settings menu:

① Pick up the handset (get dial tone)

② Dial *72 for immediate forwarding

③ Immediately dial the full 10-digit answering service number (include area code)

④ Wait for confirmation. You might hear a tone or the system will test-call the destination

⑤ Hang up. Forwarding is now active

To disable forwarding: Pick up and dial *73, wait for confirmation, then hang up.

Pro tip: Always test landline forwarding by calling your number from a different phone. Make sure it reaches the answering service and not your voicemail system.

How to Set Up Call Forwarding on VoIP and Business Phone Systems#

If your business uses a VoIP system (RingCentral, Nextiva, Vonage) or multi-line office PBX, forwarding is typically managed through a web dashboard rather than star codes.

General VoIP setup process:

Step 1: Log into your phone system's online portal
Your provider's admin dashboard

Step 2: Navigate to call handling settings
Look for labels like:

• "Call Routing"

• "Call Forwarding"

• "Answering Rules"

• "Call Handling & Voicemail"

Step 3: Create forwarding rules
Specify when and where to forward calls

Step 4: Enter the destination number
Your answering service like Eden

Step 5: Save and activate the rules
Changes typically take effect immediately

The advantage of VoIP systems is advanced routing. You can create rules like: "Forward to answering service outside 9am-5pm" or "Ring team first for 15 seconds, then forward to service." This level of control lets you optimize call handling for your specific needs.

Critical VoIP tip: Set forwarding as a "blind transfer" (unsupervised transfer) to the answering service. This ensures calls go straight through without bouncing back to your voicemail system.

Best Practices for Call Forwarding to Answering Services#

Setting up forwarding is just the beginning. These practices ensure you get maximum value:

Choose the Right Strategy for Your Business#

Most successful businesses use layered forwarding:

This ensures calls get answered within a few rings around the clock while giving you first chance during available hours.

If you're wondering whether you can afford a receptionist, check out what to do when you can't afford a receptionist. Forwarding to an automated service can be the perfect solution.

Optimize Your Ring Count#

Don't set no-answer forwarding too high. Forward after 3 rings (about 15 seconds) for best results. Remember, the answering service will then answer within 2-3 additional rings on their end.

If you wait 5-6 rings to forward, callers hear 7+ total rings before connection. That's too long and creates poor perception.

Always Test Your Setup#

This is absolutely crucial.

Place a test call from another line to verify forwarding works correctly. Ensure the call reaches your answering service and they answer with your customized business greeting.

Test all conditions you've set up:

• Call while your line is busy (test busy forwarding)

• Let it ring without answering (test no-answer forwarding)

• Call after hours (test scheduled forwarding)

Understand Potential Costs#

Most modern phone plans include call forwarding at no extra charge. However, some providers treat forwarded calls like outgoing calls from your line, which could use plan minutes or incur long-distance charges.

Important considerations:

→ Forwarding to out-of-area numbers might count as long distance

→ Some prepaid plans don't allow forwarding or charge per minute

→ Always verify with your carrier to avoid surprise fees

For cost comparison, explore virtual receptionist pricing options to understand the investment versus potential return.

Keep Essential Information Handy#

• Write down your answering service's exact number

• Save forwarding activation codes (*72, *73, etc.)

• Know how to quickly toggle forwarding on/off

• Update your service with current business information

One wrong digit in the forwarding number means your calls could go to a random person instead of your service!

Coordinate with Your Team and Service#

Make sure your staff knows when calls are being forwarded and to whom. Provide your answering service with current information about:

• Business hours and emergency contacts

• Frequently asked questions

• Appointment scheduling preferences

• Special instructions for different call types

The goal: A well-informed answering service plus proper call forwarding creates seamless customer experiences.

Consider exploring industry-specific solutions to find tailored approaches for your business type.

Call Forwarding Not Working? How to Fix Common Issues#

Usually, call forwarding works flawlessly once set up. But if you encounter problems, try these solutions:

Calls Not Forwarding at All#

✓ Double-check the forwarding number.
The most common issue is mistyping the destination number

✓ Verify forwarding is actually active.
If using phone settings, ensure the toggle is on. If using star codes, listen for confirmation tones

✓ Restart your phone.
A simple reboot can reset network connections and clear software glitches

✓ Try the activation sequence again.
For star codes like *72, make sure to let the call complete (don't hang up too early)

Forwarding Works Inconsistently#

✓ Check for conflicting features.
Disable carrier voicemail when using an external answering service

✓ Review VoIP rule hierarchy.
Ensure forwarding rules are ordered correctly in business phone systems

✓ Contact your provider.
Some carriers have provisioning issues or require initial setup assistance

Special Cases and Advanced Issues#

In most cases, call forwarding is reliable technology that just works. The peace of mind knowing your calls are covered is worth the few minutes of setup time.

For businesses still missing calls despite having systems in place, learn how to stop missing calls when with clients for additional strategies.

Start Using Call Forwarding to Never Miss Another Call#

Setting up call forwarding to an answering service is one of the simplest ways to dramatically improve your customer service. For minimal effort, you ensure every caller reaches a live voice instead of disappearing into voicemail.

A client calls after hours expecting to leave a message, but instead reaches a helpful receptionist who addresses their concern immediately. That customer now feels heard and valued. And you haven't lost their business to a competitor.

This is the power of combining proper call forwarding with professional answering services.

Key Takeaways to Remember:#

• Forwarding is flexible. Choose the combination that ensures coverage without unnecessary interruptions

• Setup is quick. Use phone settings or simple codes like *72/*73 to activate forwarding in under a minute

• Testing is crucial. Always verify it works and adjust settings to optimize caller experience

• You stay in control. Turn forwarding on/off as needed. It's a tool that adapts to your schedule

• Professional 24/7 coverage. Whether using a live operator or AI-powered assistant like Eden, your business stays "open" to callers around the clock

No more worrying about missed calls during meetings or fretting over after-hours inquiries.

With call forwarding properly configured, every call gets answered, every time.

Ready to Get Started?#

Eden makes this entire process seamless.

When you sign up with Eden's AI Receptionist, Eden provides step-by-step forwarding guides with in-app checklists for many providers. You're never left guessing about the setup process.

Haven't chosen an answering service yet? Consider the benefits of a modern solution like Eden that not only answers calls but also schedules appointments, handles FAQs, and provides detailed call summaries via text and email. Compare Eden with other automated phone answering services to see why AI-powered solutions are becoming the preferred choice for small businesses.

Your business captures every opportunity that comes via phone when you use these call forwarding strategies.

That's a smart investment that directly impacts your revenue.

Happy forwarding, and here's to never missing a call (or customer) again!

Frequently Asked Questions#

What's the difference between call forwarding and an answering service?#

Call forwarding is the technology that redirects your calls to another number. An answering service is the destination. It's the professional service that actually answers your forwarded calls. You need both: forwarding gets the calls there, and the service handles them professionally.

For small businesses, the best answering service solutions combine reliability with features like appointment scheduling and intelligent call routing.

Will my customers know their call was forwarded?#

No, callers won't notice any difference. The transition is seamless. Their call rings normally and gets answered by your answering service using your business name and greeting. From the customer's perspective, they called your number and a professional answered immediately.

Can I forward some calls but not others?#

Yes! Modern phone systems offer sophisticated routing options. You can forward based on:

• Time of day (after hours only)

• Caller ID (VIP clients to your direct line, others to service)

• Call type (sales calls to service, support calls to your team)

• Your availability status

Business phone systems with advanced routing capabilities give you granular control over how different types of calls are handled.

How much does call forwarding cost?#

Most phone plans include call forwarding at no additional charge. However, some providers treat forwarded calls as outgoing calls from your line, potentially using plan minutes or incurring long-distance charges if the answering service is out of your local area. Check with your carrier to confirm.

What happens if the answering service doesn't answer?#

Professional answering services like Eden are designed for high reliability with multiple backup systems. However, if there's ever an issue, most phone systems can be configured with "failover" rules. For example, forward to a backup number or return to your voicemail after a certain time.

Can I use call forwarding with my existing business phone system?#

Absolutely! Call forwarding works with virtually every phone system:

• Traditional landlines (using star codes)

• Mobile phones (settings or codes)

• VoIP systems (web dashboard controls)

• Multi-line office systems (admin portal setup)

The setup method varies, but the functionality is universally supported.

How quickly can I set up call forwarding?#

Setup typically takes under 5 minutes once you have your answering service number. The actual forwarding activation is usually instant. Dial a code or toggle a setting, and your calls immediately start routing to the service.

What information should I give my answering service?#

Provide Eden with:

① Your business name and how to answer calls

② Basic company information and services offered

③ Hours of operation and emergency contact procedures

④ Common questions customers ask and appropriate responses

⑤ Appointment scheduling preferences and availability

⑥ Any specific instructions for different types of calls

Can I test call forwarding without affecting real customers?#

Yes! Always test using a different phone to call your business number. This lets you:

• Verify calls reach the answering service correctly

• Hear how Eden answers using your business greeting

• Test different forwarding conditions (busy, no-answer, after hours)

• Make adjustments before real customers experience the setup

What if I need to temporarily disable forwarding?#

It's easy to turn forwarding on and off:

Most systems remember your settings, so reactivation is quick when needed.