Call forwarding, or call diversion, is a telephony feature of all telephone switching systems which redirects a telephone call to another destination, which may be, for example, a mobile or another telephone number where the desired called party is available. Call forwarding was invented by Ernest J. Bonanno.[1]

In North America, the forwarded line usually rings once to remind the customer using call forwarding that the call is being redirected. More consistently, the forwarded line indicates its condition by stutter dial tone. Call forwarding typically can redirect incoming calls to any other domestic telephone number, but the owner of the forwarded line must pay any toll charges for forwarded calls. Call forwarding is often enabled by dialing *72 followed by the telephone number to which calls should be forwarded. Once someone answers, call forwarding is in effect. If no one answers or the line is busy, the dialing sequence must be repeated to effect call forwarding. Call forwarding is disabled by dialing *73. This feature requires a subscription from the telephone company. Also available in some areas is Remote Access to call forwarding, which permit the control over call forwarding from telephones other than the subscriber's telephone. VOIP and cable telephone systems also allow call forwarding to be set up and directed via their web portals.


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In Europe, most networks indicate that unconditional call forwarding is active with a special dial tone. When the phone is picked up it is immediately apparent that calls are being forwarded, while in other countries same system is being followed now.

Special types of call forwarding can be activated only if the line is busy, or if there is no answer, or even only for calls from selected numbers. In North America, the North American Numbering Plan (NANP) generally uses the following vertical service codes to control call forwarding:

For GSM/3GSM (UMTS) phones, the GSM standard defines the following forwarding Unstructured Supplementary Service Data. These were developed by ETSI and are based on standard European diversion codes and are similar to those used on most landlines in the EU:[6]

If the prefix to the forwarding command is "**" (instead of the usual "*"), then the phone number in that command is registered in the network. If after that the forwarding is deactivated using a command with a single "#", then later it will be possible to re-activate this forwarding again with a simple "*" command without a phone number in it. The forwarding will be re-activated to the number registered in the network. For example, if one uses the out-of-reach code in a forwarding command:

After the above command, all calls made to the phone, while it is out of reach, will be forwarded to 7035551212. It is possible to activate the feature to a number other than the registered number, while still retaining the registered number for later use. For example, issuing the command:

In GSM networks of some US carriers, and in all mobile networks in Europe, it is possible to set a number of seconds for the phone to ring before forwarding the call. This is specified by inserting "*SC*XX" prior to the final "#" of the forwarding command, where "SC" is a service type code (11 for voice, 25 for data, 13 for fax), and "XX" is the number of seconds in increments of 5 seconds. If "SC" is omitted (just "**XX") then by default all service types will be forwarded. For example, forwarding on no-answer can be set with:

Diverting calls can increase one's availability to callers. The main alternative is an answering machine or voicemail, but some callers do not wish to leave a recorded message, but want to have a two-way conversation.

Some businesses have their calls forwarded to a call center, so that the client can reach an operator instead of an answering machine or voice mail. Before the availability of call forwarding, commercial answering services needed to physically connect to every line for which they provided after-hours response; this required their offices to be located near the local central exchange and be fed by a huge multi-pair trunk in which a separate pair of wires existed for each client subscriber. With call forwarding, there is no physical connection to the client's main telephone service, which is merely call-forwarded to the answering service (usually on a direct inward dial number) at the end of the business day.

Often, a suburb of a large city is a toll call from many suburban exchanges on the opposite side of the same city, even though all of these suburbs are a local call to the city centre. A business located in such a suburb may therefore benefit from obtaining a downtown number as an "extender", to be permanently forwarded to their geographic suburban number.

Some services offer international call forwarding by allocating for the customer a local virtual phone number which is forwarded to any other international destination. The number was permanently forwarded and had no associated telephone line. As a means to obtain an inbound number from another town or region for business use, remote call forwarding schemes tend to be far less expensive than foreign exchange lines but more costly than using voice over IP to obtain a local number in the chosen city.

If you don't have unlimited minutes, you'll be billed for all forwarded calls according to your plan. You'll be billed just like you would if you answered the call from your mobile phone, even if the calls are forwarded to a landline.


There's no monthly fee for Call Forwarding on most plans.


Note: A fee may apply on certain older plans. If you have a plan that includes long distance, long distance isn't charged on forwarded calls.

To turn on Call Forwarding from your mobile phone, call *72 + the 10-digit number that you want to forward your calls to (e.g., *72-908-123-4567).


Get step-by-step instructions on our Turn Call Forwarding on from device page.


Note: To forward only the calls you don't answer on your mobile phone, call *71 + the 10-digit number.

To turn off Call Forwarding from your mobile phone, call *73. You should hear a confirmation tone or message that may sound like a busy signal to let you know Call Forwarding has been turned off.


Get step-by-step instructions on our Turn Call Forwarding off from device page.

If callers are receiving a busy tone, you may want to check that the call was forwarded to the correct phone number. Sometimes additional buttons are accidentally pressed while setting up Call Forwarding. If that happens, the number won't be recognized.


Set up Call Forwarding again from your mobile phone by calling *72 plus the forwarding phone number, including the area code (e.g., *72-555-555-5555).


Note: Calls can't be forwarded to international numbers.

On models with Dual SIM, call waiting works only for incoming calls on the same line, unless the other line has Wi-Fi calling enabled and a data connection is available. See Set up cellular service on iPhone.

You can still make outgoing calls while Call Forwarding is active. However, because all incoming calls are transferred immediately, you can't answer incoming calls on your original line when this feature is activated. If there are only some numbers you want to have forwarded, use Selective Call Forwarding instead.


Go to the Ring order menu and select All at the same time to ring everyone simultaneously or In the order above to call people in order in 20-second intervals. If your call group has six or more people, incoming calls will ring all of them at the same time.



Select Settings and more next to your profile picture at the top of Teams. Then choose Settings > Calls. Under Call answering rules, select Calls ring me. Then click Also ring and select where else you want your calls to ring: another person, no one, or a call group.

Under Call handling and forwarding, select the toggle to choose how all call forwarding should be handled, or set up different responses for different scenarios. You can choose to have calls forwarded to voicemail, to a new number or specific contact, a call group, or your delegates.

Sorry for the necro-post on this thread, but we ran into this the other day. The user entered an invalid number when setting up a call forward via a feature code shortcut, and the invalid number was in the system causing calls to that extension to not complete. Fixing this required adding the ext. to my UCP user and then I was able to fix it. It would have been nice to just be able to fix it in the admin interface.

I have seen multiple requests for this feature for years! How is it not in 15 already? Its a major pain to have to setup a user UCP just to change the call forwarding. Many times users set DND or call forwarding by accident and we have to turn it off for them. There is a screen with extension status, how hard would it have been to make these toggle buttons to turn it on/off right there from the display?

I am a new Zoom phone admin and we seem to be having some troubles with call forwarding. We are mostly using Poly vvx250 phones, but we have 2 receptionists that use vvx450s (pretty much the same thing).

The receptionists are used to accessing features from a physical phone and seem to be hesitant to use the zoom portal settings.

From a simple extension desk phone, I can use a soft key button to forward calls to another extension and any calls are forwarded fine regardless if it's an internal or external incoming phone call. ff782bc1db

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