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Call Forwarding & After-Hours Coverage

Learn how to forward your existing business phone number to your Voka AI assistant and set up after-hours coverage.

What is Call Forwarding?​

Call forwarding lets you redirect incoming calls from one phone number to another. With Voka AI, you can forward calls from your existing business number to your Voka AI number, so your AI assistant can answer them.

Why Use Call Forwarding?​

Keep Your Existing Number

  • Your customers already know your current phone number
  • No need to update marketing materials, business cards, or website
  • Maintain your established business identity

Flexible Coverage

  • Forward all calls to your AI assistant
  • Forward only after-hours calls
  • Forward when you're busy or unavailable
  • Forward specific types of calls (appointment requests, inquiries)

Common Use Cases​

Scenario 1: Full-Time AI Coverage​

Forward all calls to your Voka AI assistant 24/7.

Best for:

  • Businesses that want complete call automation
  • High call volume businesses
  • Businesses operating across time zones

How it works:

  1. Customers call your existing business number
  2. Calls automatically forward to your Voka AI number
  3. Your AI assistant answers and helps the customer
  4. Important calls can be transferred to you if needed

Scenario 2: After-Hours Coverage Only​

Forward calls to your AI assistant only when you're closed.

Best for:

  • Businesses with regular office hours
  • Businesses that prefer human answers during the day
  • Mixed human + AI coverage model

How it works:

  1. During business hours: Calls go to you or your staff
  2. After hours/weekends: Calls forward to your Voka AI assistant
  3. Your assistant handles after-hours calls, books appointments, takes messages
  4. You review messages and appointments the next morning
Recommended Approach

Many businesses start with after-hours coverage to test their AI assistant, then expand to full-time coverage once comfortable.

Scenario 3: Overflow & Busy Coverage​

Forward calls to your AI assistant when you're on another call or busy.

Best for:

  • Solo practitioners (doctors, lawyers, consultants)
  • Small teams with limited staff
  • Businesses that don't want to miss calls

How it works:

  1. First call: Rings your phone as normal
  2. If busy or no answer: Call forwards to your Voka AI assistant
  3. AI assistant ensures no missed opportunities
  4. Important calls can be taken as soon as you're available

Setting Up Call Forwarding​

Video Tutorial Available

Video ID: VIDEO-PHONE-002 Title: Setting Up Call Forwarding Duration: 4-5 minutes Description: Complete guide to forwarding calls from your existing business number Status: 🔴 Not recorded yet

Step 1: Get Your Voka AI Number​

Before setting up call forwarding, you need your Voka AI phone number:

  1. Log in to your Voka AI dashboard at voice.vokaai.com
  2. Go to Phone Numbers
  3. Find the number you want to use
  4. Copy this number - you'll need it for call forwarding setup
Screenshot Needed

Screenshot ID: FORWARD-001 Filename: FORWARD-001_copy-voka-number.png Description: Phone Numbers page with highlight on copying a Voka AI number for forwarding Status: 🔴 Not started

info

If you don't have a Voka AI number yet, see our Purchasing Guide.

Step 2: Set Up Forwarding (Provider-Specific)​

Call forwarding setup depends on your current phone provider. Choose your provider below:

Before you start — read this first

A few things trip up almost everyone, regardless of provider:

  • "Forward all calls" is the most reliable choice. It sends every call straight to your assistant with no local ringing — so your voicemail can't grab the call first.
  • Watch the voicemail race. If you use forward-on-no-answer instead, your carrier's voicemail usually answers in ~20–30 seconds. If forwarding takes longer than that, the call goes to voicemail and never reaches your assistant. Use "forward all calls," or shorten your ring time.
  • Use the full 10-digit Voka AI number (area code included), and wait for the confirmation tone before hanging up.
  • The exact code depends on your carrier's network (see below) — AT&T and T-Mobile use different codes than Verizon.

Option 1: Using Your Mobile Phone Provider​

If you use your cell phone as your business number, dial the codes below on the phone you want to forward.

AT&T

AT&T uses standard GSM forwarding codes (these are different from Verizon's codes).

Forward All Calls (recommended):

  1. Dial **21* followed by your Voka AI phone number then #
    • Example: **21*5551234567#
  2. Press Call
  3. Wait for the confirmation message, then hang up

Forward Only When You Don't Answer or Are Busy:

  • No answer: **61* + your Voka AI number + #
  • Busy: **67* + your Voka AI number + #
  • Unreachable (phone off / no signal): **62* + your Voka AI number + #

Turn Off Forwarding:

  • Turn off "forward all": ##21#
  • Turn off everything at once: ##002#

Check what's currently set:

  • *#21# shows whether "forward all" is on

📱 Alternative: myAT&T app → your line → Manage device features → Call Forwarding. 📱 Or use your phone's built-in toggle: see the iPhone / Android sections below.

Verizon

Verizon uses its own forwarding codes (the **21* GSM codes used by AT&T and T-Mobile do not work on Verizon).

Forward All Calls (recommended):

  1. Dial *72 then your Voka AI phone number
  2. Press Call
  3. Wait for the confirmation tone, then hang up

Forward Only When You Don't Answer or Are Busy:

  1. Dial *71 then your Voka AI phone number
  2. Press Call

Turn Off Forwarding:

  • Dial *73 and press Call

📱 Alternative: My Verizon app → Account → Call Forwarding → toggle on and enter your Voka AI number. 📞 Or call: 1-800-922-0204 for assistance.

note

On Verizon, forwarding must be set while your phone has service, and forwarded minutes may count against your plan's minutes. The iPhone's built-in Call Forwarding toggle usually does not appear on Verizon — use *72/*73 instead.

T-Mobile

T-Mobile uses standard GSM forwarding codes.

Forward All Calls (recommended):

  1. Dial **21* followed by your Voka AI phone number then #
    • Example: **21*5551234567#
  2. Press Call
  3. Wait for confirmation

Forward Only When You Don't Answer or Are Busy:

  • No answer: **61* + your Voka AI number + #
  • Busy: **67* + your Voka AI number + #
  • Unreachable (phone off / no signal): **62* + your Voka AI number + #

Turn Off Forwarding:

  • Turn off "forward all": ##21#
  • Turn off everything at once: ##002#

Check what's currently set: *#21#

📱 Alternative: T-Mobile app → Account → Line settings → Call forwarding.

Other Mobile Carriers (and prepaid / MVNOs)

The right code depends on which network your carrier runs on:

  • Networks like AT&T and T-Mobile (most prepaid/MVNO brands such as Mint, Metro, Cricket, Google Fi): use the GSM codes — **21*number# to forward all, ##21# to turn off.
  • Verizon-based carriers (e.g. Visible, Total): use *72 + number to forward all, *73 to turn off.

Not sure which you have? Try **21* + your Voka AI number + # first. If you get an error, use *72 + your Voka AI number instead.

If neither works:

  1. Check your carrier's website for "call forwarding" instructions
  2. Call your carrier's customer service
  3. Ask: "How do I forward all my calls to another phone number?"
  4. Provide your Voka AI phone number when ready to set up
On Your Phone: iPhone

If your carrier is AT&T or T-Mobile, you can use the iPhone's built-in toggle instead of dialing codes:

  1. Open Settings → Phone → Call Forwarding
  2. Turn the toggle on
  3. Tap Forward To and enter your Voka AI phone number (it's remembered for next time)
  4. Go back; forwarding is now active. Turn the toggle off to stop.
note

The iPhone toggle does "forward all calls" only — there's no on-screen option for forward-when-busy/no-answer (use the carrier codes above for those). On Verizon, this toggle usually doesn't appear — use *72/*73.

On Your Phone: Android

Android exposes all four forwarding types in its settings (carrier-dependent — works most reliably on AT&T and T-Mobile):

  • Pixel / stock Android: Phone app → ⋮ (top-right) → Settings → Calls → Call forwarding
  • Samsung Galaxy: Phone app → ⋮ → Settings → Supplementary services → Call forwarding → choose your SIM

Then choose Always forward (recommended), enter your Voka AI phone number, and tap Turn on / Enable. Tap Turn off to stop.

note

If the on-screen toggles fail or won't turn off (common on Verizon), fall back to dialing the carrier codes above. Dialing ##002# clears all forwarding at once on GSM carriers.

Option 2: Using a Landline or VoIP Provider​

Traditional Landline (AT&T, CenturyLink, etc.)

Forward All Calls:

  1. Pick up your landline phone
  2. Listen for dial tone
  3. Dial *72
  4. Dial your Voka AI phone number
  5. Hang up when you hear confirmation

Forward When Busy/No Answer:

  1. Dial *71
  2. Dial your Voka AI phone number
  3. Wait for confirmation

Turn Off:

  • Dial *73
May Incur Charges

Some landline providers charge for call forwarding. Check with your provider.

RingCentral

Using RingCentral App:

  1. Log in to RingCentral admin portal
  2. Go to Phone System → Users
  3. Select your user/number
  4. Click Call Handling & Forwarding
  5. Under Forwarding, select:
    • "Forward all calls" for 24/7 coverage
    • "Forward when busy" for overflow
    • "Custom rules" for after-hours only
  6. Enter your Voka AI phone number
  7. Save

After-Hours Setup:

  1. Go to Business Hours in settings
  2. Define your business hours
  3. Under After Hours, select "Forward to external number"
  4. Enter your Voka AI number
  5. Save
Grasshopper

Using Grasshopper Dashboard:

  1. Log in to Grasshopper
  2. Click Settings → Call Forwarding → Extensions
  3. Add your Voka AI phone number as a forwarding destination
  4. Set forwarding rules:
    • "Always forward" for 24/7
    • "Business hours only" → set to "After hours forward to [Voka AI]"
  5. Save
Turn off "Call Screening" (required)

Grasshopper turns on call screening by default, which asks the person answering to "press 1 to accept the call." Your AI assistant can't press 1, so the call won't connect. Edit the forwarding number and choose the option "Calls will connect to you as soon as you pick up" (direct connect) instead.

Alternative (via phone):

  • Call Grasshopper support: 1-800-820-8210
Google Voice

Using Google Voice Settings:

  1. Go to voice.google.com
  2. Click Settings (gear icon) → Calls
  3. Under Call forwarding, click Add another phone
  4. Enter your Voka AI phone number
  5. Google will call that number to verify - answer with your Voka AI to confirm
  6. Once verified, uncheck all other phones if you want all calls to go to Voka AI
  7. Save

For After-Hours Only:

  1. In Settings → Groups & Filters
  2. Create a custom hours filter
  3. Set "After hours forward to [Voka AI number]"
Vonage (Business)

Using Vonage Admin Portal:

  1. Log in to Vonage admin portal
  2. Go to Extensions or Users
  3. Select the extension/number you want to forward
  4. Click Call Forwarding
  5. Enable call forwarding and enter your Voka AI number
  6. Choose forwarding type:
    • "Always" for 24/7
    • "No Answer" for overflow
    • "Schedule-based" for after-hours
  7. Save
Other VoIP Providers (8x8, Nextiva, Ooma, GoTo Connect, Dialpad, etc.)

General Steps (works for most VoIP systems):

  1. Log in to your provider's admin portal/dashboard
  2. Look for:
    • "Call Forwarding"
    • "Call Settings"
    • "Forwarding Rules"
    • "Call Routing"
  3. Add your Voka AI phone number as a forwarding destination
  4. Select when to forward (Always, After Hours, When Busy, etc.)
  5. Save changes
Two settings to check on most VoIP systems
  • Disable any "press 1 to accept" / "confirm pickup" / "call screening" option. Your AI assistant can't press a key, so this will drop the call. (On Ooma it's called "Require key press on answer," on GoTo Connect it's "Confirm Pick Up.")
  • "Forward" the call — don't just add Voka to a ring group. If you add your Voka AI number to a simultaneous-ring list, your own phones still ring and whoever picks up first wins. Use a dedicated "forward to external number" rule instead.
  • Set the ring time long enough that the assistant answers before your VoIP voicemail picks up.

If you can't find these settings:

  • Check your provider's help documentation
  • Contact their support team
  • Ask: "How do I forward calls to an external number?"

Setting Up After-Hours Coverage​

After-hours coverage ensures your AI assistant only answers when you're closed. Here's how to set it up:

Method 1: Provider-Based Scheduling​

Most VoIP providers (RingCentral, Grasshopper, Google Voice, etc.) have built-in scheduling:

Steps:

  1. In your provider's admin panel, find Business Hours or Schedule settings
  2. Define your business hours (e.g., Mon-Fri 9am-5pm)
  3. Set After Hours action to "Forward to external number"
  4. Enter your Voka AI phone number
  5. Save

Result:

  • 9am-5pm (Mon-Fri): Calls ring your phone/staff
  • After 5pm, weekends, holidays: Calls forward to Voka AI

Method 2: Manual Forwarding (Mobile/Landline)​

If your provider doesn't support scheduling, use manual forwarding with your carrier's codes (see Step 2 for the exact codes for your carrier):

Daily Routine:

When leaving for the day — turn forwarding ON:

  • AT&T / T-Mobile (and most prepaid): dial **21* + your Voka AI number + #
  • Verizon (and Verizon-based carriers): dial *72 + your Voka AI number
  • Or flip the toggle in Settings → Phone → Call Forwarding (iPhone) / Phone app → Settings → Call forwarding (Android)

When arriving in the morning — turn forwarding OFF:

  • AT&T / T-Mobile: dial ##21#
  • Verizon: dial *73
  • Or flip the toggle back off on your phone
Pro Tip

Set a daily reminder on your phone to turn forwarding on/off. Many business owners do this as part of their opening/closing routine.

Method 3: Time-Based Forwarding (Advanced)​

Some carriers offer time-based forwarding features:

AT&T Call Protect:

  • AT&T customers can use the Call Protect app
  • Set scheduled forwarding rules

Verizon Call Filter Plus:

  • Premium feature with call scheduling

T-Mobile Scam Shield:

  • Premium tier includes scheduled call controls

Check with your carrier to see if they offer similar features.

Transferring Callers to a Human (Without a Loop)​

If your assistant offers Transfer to Human, the number you transfer to matters. Pick the wrong one and calls get stuck in an endless loop.

The golden rule​

Never transfer to a number that forwards back to Voka. The most common mistake is transferring to the same business line you already forward into Voka. Here's what happens:

  1. A customer calls your business line → it forwards to your Voka AI number
  2. The assistant answers, then transfers "to the front desk" → your business line
  3. That line forwards to Voka again → the assistant answers again
  4. …and it repeats, burning minutes and frustrating the caller

Voka blocks the most obvious version of this — you can't save a transfer destination that matches your Voka AI number — but it can't see your carrier's forwarding rules, so choosing a safe destination is up to you.

Choose a safe transfer destination​

Option 1 — Use a direct line (recommended, works for everyone)

Transfer to a phone that is not forwarded to Voka:

  • A mobile (owner's or manager's cell)
  • A second handset or back-office extension
  • Any line that rings a real person directly
One catch

If that phone also forwards to Voka (for example, your cell forwards to Voka after hours), it can loop too. The transfer destination must have no Voka forwarding active at the moment a call is transferred.

Option 2 — Use conditional forwarding, not "forward all"

If Voka is your overflow / after-hours receptionist, forward on busy / no-answer instead of forwarding every call (see the forwarding codes above — Verizon *71, AT&T / T-Mobile **61* for no-answer and **67* for busy). Because your desk phone rings first, a transfer back to it rings a real person instead of looping.

note

With conditional forwarding, if no one answers the transferred call it will roll back to your assistant after the ring window — so use this option when staff are usually available to pick up. For guaranteed no-loop behavior, use Option 1 or Option 3.

Option 3 — Transfer to a softphone or SIP endpoint (advanced)

If you use a VoIP app or softphone that can receive calls on its own (a SIP address such as sip:frontdesk@yourcompany.example), transfer there. It reaches a separate device that never touches your forwarded line, so it can't loop. Enter the SIP address as the transfer destination instead of a phone number.

Quick reference​

Your setupSafe "Transfer to Human" destination
You forward all calls to VokaA different direct line (mobile / second handset / SIP)
Voka is overflow / after-hours (conditional forwarding)Your main desk line is OK — it rings first
You want a guaranteed no-loop transferA mobile, second handset, or SIP / softphone endpoint
Don't do this

Don't set your transfer destination to your Voka AI number or to the same business number that forwards into Voka. Both create a loop.

Testing Your Call Forwarding​

After setting up, always test to make sure it works:

Test Checklist​

1. Test Basic Forwarding

  • Call your business number from another phone
  • Verify the call rings your Voka AI number
  • Confirm your AI assistant answers
  • Check that the assistant responds correctly

2. Test After-Hours (if applicable)

  • During business hours: Verify calls ring your phone (not forwarded)
  • After hours: Verify calls forward to Voka AI
  • Check weekend forwarding works

3. Test Special Scenarios

  • Test when your line is busy (if using busy forwarding)
  • Test no-answer forwarding (let it ring without answering)
  • Test from different phone numbers

4. Verify in Dashboard

  • Log in to voice.vokaai.com
  • Go to Call Logs or Analytics
  • Confirm test calls appear
  • Review call recordings if needed
info

Test calls may take a few minutes to appear in your dashboard.

Troubleshooting Call Forwarding​

"Forwarding isn't working - calls still ring my phone"​

Possible causes:

  1. Forwarding not activated - Redial the forwarding code
  2. Wrong number entered - Double-check your Voka AI number
  3. Provider delay - Wait 5-10 minutes and test again
  4. Carrier restrictions - Contact your carrier to enable call forwarding feature

Fix:

  • Turn off forwarding (*73 on Verizon, ##21# on AT&T/T-Mobile, or your phone's toggle)
  • Wait 2 minutes
  • Re-enable forwarding with the correct Voka AI number
  • Test again

"Forwarding works, but AI assistant doesn't answer"​

Possible causes:

  1. AI assistant not activated - Check status in Voka AI dashboard
  2. Phone number not assigned - Verify number is assigned to your assistant
  3. Assistant misconfigured - Review assistant settings

Fix:

  1. Log in to voice.vokaai.com
  2. Go to Phone Numbers
  3. Verify your number is Active and assigned to an assistant
  4. Go to AI Assistants and check status is Active
  5. Make a test call

"After-hours forwarding isn't working correctly"​

Possible causes:

  1. Incorrect time zone - Check your provider's time zone settings
  2. Schedule not saved - Re-save your business hours
  3. Holidays not configured - Some systems need explicit holiday rules

Fix:

  • Log in to your provider's admin panel
  • Verify business hours are correct
  • Check time zone matches your location
  • Save and test during after-hours time

"Callers hear weird message or loop"​

Possible causes:

  1. Circular forwarding - Voka AI number forwarding back to business number
  2. Transfer-to-human loop - Your assistant transfers to a number that forwards back to Voka
  3. Voicemail conflict - Your voicemail picking up before forward completes

Fix:

  • Make sure Voka AI number is NOT forwarding anywhere else
  • Check your Transfer to Human destination — it must not forward back to Voka. See Transferring Callers to a Human (Without a Loop)
  • Disable voicemail on your business line (or increase ring time)
  • Contact your carrier to adjust no-answer delay

"Forwarding incurs unexpected charges"​

Possible causes:

  1. Per-minute forwarding fees - Some carriers charge for forwarded calls
  2. Long-distance charges - If Voka AI number is different area code

Fix:

  • Check your carrier's call forwarding pricing
  • Consider porting your number to Voka AI to avoid forwarding fees
  • See Number Porting Guide
Save Money

If call forwarding fees are high, consider porting your existing number to Voka AI. This eliminates forwarding costs entirely!

Advanced Coverage Scenarios​

Scenario: Different Coverage by Call Type​

Some businesses want:

  • Sales calls: Go to AI assistant
  • Support calls: Go to human team
  • After-hours: Go to AI assistant

Solution:

  1. Use separate phone numbers for different purposes
  2. Advertise different numbers for sales vs support
  3. Or use IVR (Interactive Voice Response) menu before forwarding

Scenario: Regional Coverage​

Example: Business with multiple locations

  • NY calls: Forward to NY team during NY business hours
  • LA calls: Forward to LA team during LA business hours
  • After hours (all): Forward to Voka AI assistant

Solution:

  • Use VoIP provider with location-based routing (RingCentral, 8x8, etc.)
  • Set up regional numbers and schedules
  • Configure after-hours to forward all regions to Voka AI

Scenario: Seasonal Coverage​

Example: Tax accountant

  • January-April: Full-time AI coverage (busy season)
  • May-December: After-hours AI coverage only

Solution:

  • Manually adjust forwarding rules seasonally
  • Or use provider's scheduling to define busy season rules

When to Use Voka AI Number Directly vs Forwarding​

Use Forwarding When:​

✅ You want to keep your existing business number ✅ Your number is well-established with customers ✅ You're testing Voka AI before fully committing ✅ You need mixed human + AI coverage

Use Voka AI Number Directly When:​

✅ You're starting a new business ✅ You want to avoid forwarding fees ✅ You're ready for full AI coverage ✅ You can update marketing materials easily

Best Option: Port Your Number​

If you want to use your existing number WITHOUT forwarding fees:

  • Port your number to Voka AI
  • Your existing number becomes your Voka AI number
  • No forwarding needed, no extra costs
  • Customers call the same number they always have

Next Steps​

Now that you've set up call forwarding:

  1. Test your AI assistant - Make sure it handles calls correctly
  2. Review call analytics - Monitor how calls are being handled
  3. Customize your assistant - Fine-tune responses
  4. Set up integrations - Connect booking systems for automated scheduling

Need Help?​

Questions about call forwarding?

Common Help Articles: