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To set up call forwarding, choose whether calls should redirect immediately or only when you are busy, unavailable or unable to answer. Then configure the feature through your phone’s settings, dialler, carrier app or business phone portal, and test the result from another number.
If you need background on the feature before starting, read Nexgen Australia’s call forwarding explainer first. This guide focuses only on the practical setup steps.
How do I choose the right call forwarding option?
Choose Always Forward when every incoming call should go to another number. Choose No Answer, Busy or Unreachable forwarding when you still want your original phone to ring in normal circumstances.
| Setup option | What happens | Best for |
|---|---|---|
| Always Forward | Calls redirect immediately | Holidays, temporary closures or a lost phone |
| No Answer | Calls redirect after you do not answer | Sending missed calls to a colleague or mobile |
| Busy | Calls redirect while you are already on another call | Teams that need overflow coverage |
| Unreachable | Calls redirect when your phone is off or outside coverage | Backup contact arrangements |
| Simultaneous ring | More than one destination rings | Small teams sharing responsibility for calls |
Carrier and business-phone menus use different names and settings. For example, Telstra lists unconditional, no-answer, unreachable and busy forwarding as separate options, while Optus business services may provide options for unanswered, busy and unreachable calls through a portal or app. (telstra.com.au)
Before changing anything, write down:
How do I set up call forwarding on an iPhone?
On a supported iPhone, open Settings → Apps → Phone → Call Forwarding, switch it on, select the line if you use Dual SIM, and enter the destination number. Apple states that the phone must be connected to the cellular network while forwarding is configured.
The official iPhone setup path is:
The forwarding icon should appear in the status bar when the setting is active. Apple notes that conditional forwarding—such as forwarding only when the line is busy or not in service—may require your carrier’s instructions rather than the standard iPhone menu. (support.apple.com)
If you cannot see Call Forwarding, check that the iPhone has cellular service, restart it and contact your carrier. Do not assume the standard iPhone menu supports every carrier-specific forwarding rule.
How do I set up call forwarding on an Android phone?
On Android, open the Phone app and look for Settings → Calls, Calling accounts, Supplementary services or Call forwarding. The exact menu depends on the handset manufacturer, Android version, SIM configuration and carrier.
A typical Android setup is:
For example, Optus’ Android guidance places call forwarding under the phone’s call settings. Optus business calling applications can also provide separate settings for unanswered, busy and unreachable calls. (devicehelp.optus.com.au)
If your Android phone shows an error after saving the number, try entering it in the format requested by the carrier, including the Australian area code or mobile prefix. If the menu is missing, use the carrier’s app, customer portal or dialler codes instead.
How do I set up call forwarding using Telstra codes?
Telstra mobile customers can configure forwarding from the dialler by entering a service code, the destination number and the activation suffix. The code differs depending on whether you want to forward all calls, unanswered calls, busy calls or unreachable calls.
Telstra’s current mobile instructions use this general format:
| Forwarding rule | Telstra forwarding code | Example format |
|---|---|---|
| All calls | 21 | `**21destination number10#` |
| No answer | 61 | `**61destination number10#` |
| Unreachable | 62 | `**62destination number10#` |
| Busy | 67 | `**67destination number10#` |
To use a code:
To deactivate a rule, Telstra states that you can enter `##` followed by the forwarding code and `#`; for example, `##67#` removes busy forwarding. To check a rule, enter `#` followed by the forwarding code and `#`, such as `#61#` for no-answer forwarding. (telstra.com.au)
For a Telstra nbn home phone, the process is different. Telstra’s home-phone instructions specify handset codes such as `21` for immediate forwarding, `24` for busy forwarding and `*61` for no-answer forwarding, followed by the destination number and `#`. (telstra.com.au)
Do not use mobile codes on a fixed-line service unless your provider specifically tells you to. Business phone platforms may use portal settings or different feature access codes.
How do I test whether call forwarding is working?
Test every condition you enabled, not just the first call. A complete test confirms that the destination receives the call, the caller experience is acceptable and the original phone behaves as expected.
Use this checklist:
If calls divert too quickly, check the ring-time setting with your carrier. Telstra, for example, allows eligible mobile customers to adjust the no-answer interval in five-second increments between 15 and 30 seconds. (telstra.com.au)
If calls go straight to voicemail instead of the forwarding destination, voicemail may be answering first. Check your carrier’s voicemail and forwarding settings, then repeat the test from a different network if possible.
What should I do if my business needs more than basic call forwarding?
Use a business phone portal when several people, locations or rules need to be managed from one place. A cloud phone system can provide settings such as simultaneous ringing, sequential ringing, extensions and overflow destinations without requiring each employee to change handset settings.
Nexgen’s cloud phone system supports hosted business calling, while its phone system features include auto-divert to mobile and other call-management functions. These options are more suitable when forwarding needs to be managed across a team rather than on one mobile device. (nexgen.com.au)
For setup help, contact Nexgen Australia’s business phone team with your current provider, service type, destination numbers and preferred forwarding rules. That information helps identify whether the change belongs in the handset, carrier account or business phone system. (nexgen.com.au)
Frequently asked questions
Can I forward calls from my landline to my mobile?
Yes, many fixed-line services provide immediate, busy or no-answer forwarding through handset codes or an online portal. The activation codes depend on your provider and service type, so use the instructions for your specific landline service.
Why is my call forwarding not working?
The most common setup problems are an incorrect destination number, an unsupported forwarding rule, voicemail answering first or using codes intended for a different service. Disable the rule, re-enter it carefully and test from another phone.
Can I forward only unanswered calls?
Yes, select No Answer, When unanswered or the equivalent carrier option instead of Always Forward. You may also be able to adjust how long the original phone rings before the call is redirected.
How do I turn off call forwarding?
Open the same call-forwarding menu and disable the active rule, or use your carrier’s deactivation code. Make a test call afterwards to confirm that calls once again reach the original phone.
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