Conditional call forwarding is a free carrier feature that routes a call to a second number only when your phone doesn't answer or is busy, instead of sending it to your voicemail. Your own phone still rings first.
What's the difference between forwarding all calls and forwarding missed calls?
Carriers offer two kinds of forwarding. Forwarding all calls sends every call away and your phone never rings. Conditional forwarding ("no answer" or "busy") rings you first and only sends the call on if you don't pick up. For an answering service or AI receptionist you usually want conditional forwarding, so you still get first chance at every call.
The codes
| Carrier | Forward when you don't answer | Forward when busy | Turn forwarding off |
|---|---|---|---|
| Verizon | *71 then the 10-digit number (covers no-answer and busy) | Included in *71 | *73 |
| AT&T | **61* then the number then # | **67* then the number then # | ##004# |
| T-Mobile | **61* then the number then # | **67* then the number then # | ##004# |
Dial the code from the phone whose calls you want forwarded, then press call. You'll usually hear a confirmation tone or see a message. Carriers occasionally change how forwarding works on certain plans, so if a code doesn't work, your carrier's support line can turn on conditional forwarding for you.
Where does the setting live on iPhone vs. Android?
On an iPhone, Settings > Phone > Call Forwarding sends every call away, so your phone never rings. That's usually not what a business wants. To forward only the calls you don't answer, use your carrier's code from the table above instead; it works the same on an iPhone.
Many Android phones show separate options under Phone app > Settings > Calls (or Supplementary services) > Call forwarding: forward when busy, when unanswered, and when unreachable. If yours has them, set 'when unanswered' and 'when busy' to the number you want. If it doesn't, or you're on Verizon, use the carrier code.
What's the one mistake worth avoiding?
Don't use *72 (Verizon) or **21* (AT&T and T-Mobile) unless you really want every call to skip your phone. Those forward all calls, so you'd never get a chance to answer yourself.
How do you test that forwarding is working?
- Turn on conditional forwarding with the code for your carrier.
- From a different phone, call your business number and let it ring without answering.
- Confirm the call reaches your answering service or receptionist.
- Call again and answer it yourself to confirm you still get first chance.
Using Riley
When you start Riley you get your Riley number and the exact code for your carrier right away. Your customers keep calling the number they already have; Riley only answers the calls you can't.
What if the code does not work?
Some MVNOs and business plans block star codes. The carrier can still turn on conditional forwarding from their side. Call support and ask for "forward when unanswered" and "forward when busy."
Do not use the iPhone Call Forwarding toggle for this. That setting forwards every call. Your phone will not ring.
- Dial the code from the line you want forwarded. Not from a second phone.
- Wait for the confirmation tone or message.
- Call that line from a different phone. Let it ring out.
- Confirm the second number answers. Then call again and pick up yourself.
To turn it off: *73 on Verizon. ##004# on AT&T and T-Mobile. Test both directions the same day you change it.
Riley texts you the exact code for your carrier after you pay. You do not have to memorize this page. It is here so you can set forwarding without us if you want.
The two codes people mix up
*72 and **21* forward everything. Your pocket goes quiet. That is not what most trades want.
*71 and **61* ring you first. Then they send the miss. That is conditional forwarding.
If you test from the same phone you forwarded, you will fool yourself. Use a second phone. Always.
Riley shows the code after checkout. You tap it. You do not have to keep this table in your head.
Test with a second phone, every time
If you test forwarding from the same phone you forwarded, you will fool yourself. Use a second phone. Let it ring out. Confirm the second number answers. Then call again and pick up yourself.
*72 and **21* forward everything. Your pocket goes quiet. That is not what most trades want. *71 and **61* ring you first, then send the miss.
Some MVNOs and business plans block star codes. The carrier can still turn on "forward when unanswered" and "forward when busy" from their side. Call support and ask for those two by name.
Do not use the iPhone Call Forwarding toggle for this. That setting forwards every call. Your phone will not ring. Off codes: *73 on Verizon. ##004# on AT&T and T-Mobile.
Links I opened while writing
- Verizon: how to use call forwarding — Verizon's own *71 / *73 codes for sending unanswered calls off voicemail
- AT&T: set up call forwarding on a wireless line — AT&T's **61* / **67* / ##004# codes from the carrier, not a recap blog
