Call forwarding
Call forwarding sends calls arriving at one number on to another, either always or only when the line is busy, unanswered or unreachable.
Call forwarding automatically sends calls that arrive at one line on to another number under conditions you choose. It is a basic line feature offered by carriers, usually switched on and off from the phone's settings or with the carrier's short codes. It is also one of the simplest ways to try a new calling setup without porting your number or replacing your phone system.
How it works
There are four common types. Unconditional forwarding sends every call straight on. Forwarding on busy kicks in while the line is in use, forwarding on no answer after the phone has rung for a set time, and forwarding when unreachable while the phone is switched off or out of coverage. Whether the caller's number is passed on to the destination, and how the forwarded leg is charged, varies by carrier, so check both with yours in advance.
Why it matters
Forwarding on busy and on no answer is a quick way to catch calls you would otherwise miss: when the team can pick up, the call goes ahead as usual, and when they can't, it isn't lost. That can be a first step towards a lower missed-call rate. For a lasting setup, number porting or connecting the line over SIP gives you more flexible routing rules.
In Speakline
To start with Speakline gradually, you can forward your line on busy or no answer to a number connected to Speakline, so the voice agent picks up the calls your team can't. Inside Speakline, calls are then routed to the voice agent, a queue or voicemail according to the business-hours and condition rules in your call flow. For the steps, see our guide to connecting your business number to an AI assistant.