To forward your business line to an AI receptionist, dial your carrier's call-forwarding code followed by the number the receptionist gives you: *72 on Verizon or **21*1 … # on T-Mobile (on AT&T, see the section below). Then call your own business number from another phone to confirm it's answered. To undo it, dial the "off" code (*73 on Verizon, ##21# on T-Mobile) and calls ring you directly again. The rest of this guide covers which kind of forwarding to choose, the exact codes for each carrier, and the mistakes that cause calls to land in voicemail instead.
A quick disclosure: OxelLab builds OxelLab Assistant, an AI receptionist, so the examples below use it. The forwarding steps themselves work the same for any service that gives you a number to forward to.
Before you start: what you need
- The number to forward to. Every AI receptionist or answering service gives you one. In OxelLab Assistant you sign in with your phone number (a one-time text code, no password), and the setup shows forwarding steps for your carrier.
- The phone that owns your business line. Forwarding codes are dialed from the line you're forwarding, not from any phone.
- A second phone for testing. A friend's cell, a landline, anything that isn't the forwarded line.
- Your receptionist set up first. Set the greeting, your prices and your instructions for callers before you flip forwarding on. The first caller shouldn't be the test.
Forward all calls, or only the ones you miss?
Carriers offer two main kinds of forwarding, and they suit different businesses.
| Mode | Forward all calls (unconditional) | Forward only unanswered calls (conditional) |
|---|---|---|
| What happens | Your phone never rings; every call goes to the receptionist. | Your phone rings first; if you don't pick up, the call goes to the receptionist. |
| Best for | Nights, weekends, vacations, days on a job site, or when you want every call screened and logged. | Owners who want to answer themselves when they can and only need a safety net. |
| Trade-off | You don't talk to callers live unless the receptionist puts them through. | Callers wait through your rings first, and if forwarding isn't set right, unanswered calls still end up in your voicemail. |
| Typical code | Verizon *72, T-Mobile **21*1 | Verizon *71, T-Mobile **61*1 (AT&T: see below) |
Many owners switch between the two: no-answer forwarding during the workday, forward-all after hours. Because each mode is just a code, switching takes seconds.
Verizon: *72 to forward, *73 to stop
According to Verizon's call-forwarding support page:
- Forward all calls: dial *72 followed by the 10-digit number, including area code (for example *72 908 123 4567), and press Call.
- Forward only unanswered calls: dial *71 followed by the 10-digit number.
- Turn forwarding off: dial *73.
Verizon's page doesn't list a separate "forward when busy" code; *71 is the one for calls you don't answer.
AT&T: check which kind of line you have
AT&T's codes depend on the line. For its Wireless Home Phone device, AT&T's support article gives this format:
- Forward all calls: dial *21*, then the 10-digit number, then # (for example *21*1234567890#).
- Wait at least three seconds for the confirmation tone before hanging up.
- Turn forwarding off: dial #21# and again wait for the confirmation tone.
That article covers forwarding all calls only. For an AT&T cell phone, look for call forwarding in your phone's call settings, or ask AT&T support for the code for your line, and confirm it with a test call before relying on it.
T-Mobile: **21*1 to forward, ##21# to stop
T-Mobile's self-service short-codes page lists the fullest set of options. Note the double asterisk and the 1 before the number:
- Forward all calls: **21*1 + number + #. Turn off with ##21#.
- Forward if no reply: **61*1 + number + #. Turn off with ##61#.
- Forward when busy: **67*1 + number + #. Turn off with ##67#.
- Forward when unreachable (phone off or out of signal): **62*1 + number + #. Turn off with ##62#.
- Reset all forwarding to default: ##004#.
T-Mobile also lets you choose how long your phone rings before a no-reply forward kicks in: add ** and a delay (5, 10, 15, up to 30 seconds) after the number, for example **61*1 + number + **10# for a 10-second delay. Shorter delays mean callers wait less. Longer ones give you more time to grab the phone.
A practical setup on T-Mobile is to turn on no-reply, busy and unreachable together. Then the receptionist catches calls you miss, calls that arrive while you're already on the phone, and calls while you're in a basement with no signal.
Other carriers, landlines and VoIP phone systems
Codes vary by carrier: as you can see above, Verizon uses *72 / *73 while T-Mobile uses **21*1 … # / ##21#. For any other carrier, landline or prepaid brand, search "[your carrier] call forwarding" and use the carrier's own support page rather than a third-party code list, which can contain typos such as a missing or extra asterisk.
If your business number lives in a VoIP phone system or a web dashboard, forwarding is usually a setting rather than a code. Look for "call forwarding" or "call routing" in the admin panel and point the line at the receptionist's number.
Test it properly
- Call your business number from a different phone. Calling a forwarded line from itself won't tell you anything.
- Listen for the greeting. It should answer as your business, not with a carrier voicemail message.
- Ask a real question a customer would ask: your hours, a price, "can I book Thursday?"
- Check what you got afterwards. With OxelLab Assistant, every call leaves a full transcript and a short summary in your dashboard, and you can choose to get it by text or email when the call ends.
- If you used no-answer forwarding, let the test call ring out without picking up, and make sure it reaches the receptionist rather than your voicemail.
Common problems and fixes
Calls still go to voicemail
Make sure you dialed the code from the business line itself and heard a confirmation. If forwarding on T-Mobile seems stuck, reset it with ##004# (which resets call forwarding to default) and re-enter the code with the receptionist's number. On other carriers, ask support how voicemail and forwarding interact on your line.
No confirmation tone, or an error message
Re-check the format: single versus double asterisk, the trailing #, and whether your carrier wants a 1 before the number. Then dial the code again and wait for the tone.
You want calls back on your phone right now
Dial the "off" code (*73 on Verizon, ##21# on T-Mobile, #21# on an AT&T Wireless Home Phone). Once forwarding is off, calls ring you directly again. Nothing changes on the receptionist's side, so you can turn forwarding back on later with the same code.
A caller needs you live
With forward-all you're not completely out of reach. OxelLab Assistant can put a caller through to you live, or take a message instead of guessing, and every call leaves a transcript and summary so you can call back.
Don't want to forward at all? Use a dedicated number
Forwarding keeps the number your customers already know, and with OxelLab Assistant forwarding your existing line is free. You pay $1.00 per minute of talk time in the US and Canada while the assistant is on a call, and nothing while it's idle (see pricing). The other route is a dedicated business number in your area code for $10/month (plus the same per-minute call time) that always answers as your company. You put it on your cards, truck and website, and there's nothing to forward.
If what you actually want is a separate business line that rings your own cell, with no AI involved, that's the forwarding number: $10/month plus $0.10 per minute in the US and Canada, and you can dial out showing your business number. It's the same number, so you can switch the AI receptionist on later.
Not sure which fits your trade? The use cases page covers contractors, salons and spas, dental and medical offices, and law offices. If you're ready to try it, you can set up your assistant with no card to start.
FAQ
Does forwarding my business line cost anything from my carrier?
That depends on your plan, so check with your carrier. Forwarded calls use your line's minutes on some plans. On OxelLab's side, forwarding your existing line is free. You're billed for the minutes the assistant spends on calls, plus $0.05 per text it sends or receives.
Will callers know their call was forwarded?
Callers dial your usual number and hear your business greeting; there's no new number for them to learn.
Can I forward only after hours?
Carrier codes don't follow a schedule, so you dial the forward-all code when you close and the off code when you open. Or use no-answer forwarding all the time, so the receptionist only takes the calls you can't.
How do I stop forwarding?
Dial your carrier's off code: *73 on Verizon, ##21# on T-Mobile (or ##004# to reset all forwarding), and on AT&T, the off code for your line type. More setup answers are in the FAQ.