Call forwarding is a telecommunications feature that allows a user to redirect incoming phone calls to another phone number. This service is especially useful for individuals who wish to ensure that calls are received even when they are unavailable to answer the phone, whether due to being out of the area, busy, or engaged in another activity.
This article will provide a detailed description of call forwarding, including its various types, benefits, setup instructions, and troubleshooting tips. We will also explore how call forwarding works in different telecommunications systems and networks, as well as address potential issues related to call forwarding codes.
1. Introduction to Call Forwarding
Call forwarding, as a feature, plays a critical role in personal and business communication systems. It ensures that calls are never missed, allowing for seamless transitions between phone systems. For instance, a call can be forwarded from a mobile phone to a landline, or from one mobile phone to another. With the advent of modern communication systems like VoIP and cloud telephony, call forwarding has evolved to offer more advanced features.
In basic terms, when call forwarding is enabled, an incoming call is automatically transferred to another number before it reaches the recipient’s phone. This can either be set as a default action for all incoming calls or specified under certain conditions (e.g., when the phone is busy or when there is no answer).
2. Types of Call Forwarding
There are several types of call forwarding, each catering to different needs and situations. Understanding the available options will help you make the most of this feature.
2.1 Unconditional Call Forwarding
Unconditional call forwarding is the simplest type of call forwarding. It forwards all incoming calls to a designated phone number regardless of the status of the recipient’s phone. This means that whether the phone is engaged, turned off, or out of service, all calls will be forwarded.
Example:
- You are going on vacation and want to ensure you never miss an important call. By activating unconditional call forwarding, all calls to your number will be redirected to a voicemail service, a colleague’s phone, or any other number you specify.
2.2 Conditional Call Forwarding
Conditional call forwarding allows the user to set conditions for forwarding calls. Calls will only be forwarded when certain conditions are met. There are three main types of conditional forwarding:
- When Busy (Call Forward When Busy): Calls are forwarded when the line is engaged (i.e., the phone is being used for another call).
- When No Answer (Call Forward When No Answer): Calls are forwarded if the recipient does not answer after a specified number of rings.
- When Unreachable (Call Forward When Unreachable): Calls are forwarded if the phone is turned off, out of range, or the signal is weak.
Example:
- If you’re on a call and don’t want another call to be missed, you can set up call forwarding so that incoming calls are forwarded to voicemail or another phone line while you’re busy.
2.3 Selective Call Forwarding
Selective call forwarding allows users to forward calls based on certain criteria, such as the caller’s phone number or area code. For example, you may want calls from your family or clients to be forwarded to another phone, but not calls from unknown or marketing numbers.
Example:
- A business may forward calls from customers or clients to a representative’s mobile number but leave calls from telemarketers or unknown numbers unanswered.
2.4 Time-Based Call Forwarding
With time-based call forwarding, the forwarding of calls is determined by the time of day or day of the week. This feature is especially useful for businesses that want to forward calls during business hours and allow them to go to voicemail after hours.
Example:
- A business may set up call forwarding to redirect calls to a customer service department during working hours, while forwarding calls to voicemail outside of business hours.
3. Benefits of Call Forwarding
The flexibility and functionality provided by call forwarding offer numerous benefits, particularly for individuals and businesses that require uninterrupted communication.
3.1 Accessibility
One of the primary benefits of call forwarding is accessibility. Whether you are traveling, working remotely, or simply unavailable, call forwarding ensures that you stay reachable. By forwarding calls to another number, you never have to worry about missing important calls, even if you’re unable to answer the phone.
3.2 Improved Customer Service
For businesses, call forwarding helps enhance customer service. With call forwarding, calls can be redirected to the appropriate department, representative, or voicemail, ensuring that customers receive the assistance they need. This is particularly important for call centers, where agents may be working from different locations.
3.3 Convenience and Flexibility
Call forwarding allows for significant convenience and flexibility, as users can decide when and where they want calls to be forwarded. This flexibility can be particularly useful for people who have multiple phone numbers or use different devices (e.g., mobile, home phone, work phone).
3.4 Cost Savings
In some cases, businesses can use call forwarding to save on costs. For example, businesses can forward international calls to a local number to reduce the cost of international calling.
4. How to Set Up Call Forwarding
Setting up call forwarding is usually a straightforward process. The method will vary depending on the type of phone you have (mobile phone, landline, VoIP), the network or carrier, and the type of call forwarding you want to use.
4.1 Call Forwarding Codes
In many cases, call forwarding is activated using short codes. These codes are typically entered using the dialer on your phone. Below are the most common call forwarding codes:
- Activate Unconditional Call Forwarding:
- Dial
*21*<forwarding number>#(for example, 211234567890#) and press call. - Deactivate Unconditional Call Forwarding:
- Dial
#21#and press call. - Activate Call Forwarding When Busy:
- Dial
*67*<forwarding number>#. - Deactivate Call Forwarding When Busy:
- Dial
#67#. - Activate Call Forwarding When No Answer:
- Dial
*61*<forwarding number>#. - Deactivate Call Forwarding When No Answer:
- Dial
#61#. - Activate Call Forwarding When Unreachable:
- Dial
*62*<forwarding number>#. - Deactivate Call Forwarding When Unreachable:
- Dial
#62#.
4.2 Setting Up on Android Phones
- Open the “Phone” app.
- Tap the three dots in the top-right corner and select “Settings.”
- Scroll down to “Call Forwarding” and select it.
- Choose the type of forwarding you want to set up and enter the phone number to forward calls to.
- Save your settings.
4.3 Setting Up on iPhones
- Open the “Settings” app.
- Scroll down and tap on “Phone.”
- Tap “Call Forwarding.”
- Toggle the switch to enable call forwarding.
- Enter the phone number to forward calls to.
4.4 Call Forwarding on VoIP Services
VoIP services like Google Voice or Skype offer call forwarding options through their respective apps or web interfaces. Users can set up call forwarding by logging into their account and following the setup instructions.
5. Advanced Call Forwarding Features
Some call forwarding systems offer additional advanced features that can improve user experience and efficiency.
5.1 VoIP Call Forwarding
VoIP (Voice over Internet Protocol) providers such as Skype, Google Voice, and Zoom offer call forwarding as part of their service package. VoIP-based call forwarding works similarly to traditional call forwarding, but it relies on the internet for routing calls.
5.2 Toll-Free Number Forwarding
Some businesses use toll-free numbers and forward them to local or international phone numbers. This allows customers to call a company without incurring long-distance charges, while the company can handle calls from any location.
5.3 Call Forwarding on Virtual Numbers
A virtual number is a telephone number that is not directly associated with a physical line. Virtual number forwarding allows calls to be routed to any destination, which is particularly useful for businesses that need to manage calls across multiple locations.
5.4 Forwarding to Multiple Devices
Some services allow calls to be forwarded to multiple devices simultaneously. This is useful for businesses or individuals who need to ensure calls are answered, regardless of which device is closest.
6. Call Forwarding in Business
Call forwarding is a crucial tool for businesses of all sizes, as it ensures that calls are directed to the appropriate person or department, enhancing both efficiency and customer satisfaction.
6.1 Customer Service
For customer service departments, call forwarding ensures that customers are directed to the right representative or team. Call forwarding can be set up to forward calls to different departments, agents, or even virtual assistants, depending on the needs of the business.
6.2 Remote Working
Call forwarding is also important for remote teams. Employees working from home or other locations can forward calls from the office number to their mobile phones, ensuring that they do not miss any important calls, even when working remotely.
6.3 Call Center Operations
In large call centers, call forwarding helps distribute incoming calls across a network of agents, ensuring that calls are handled promptly and by the appropriate person.
7. Troubleshooting Call Forwarding Issues
While call forwarding is a useful feature, there may be occasional issues that arise. These problems can usually be solved by following a few troubleshooting steps.
7.1 Common Call Forwarding Errors
- Call Forwarding Not Working: This could be due to incorrect
