Call forwarding for small business: complete setup guide

Call forwarding sends your incoming calls to another number when you can't answer. For small businesses, this means forwarding to an AI answering service, a partner's phone, or a second line - so every call gets handled even when you're busy.

This guide covers the three types of call forwarding, how to set each one up on iPhone and Android, and which type works best for different business situations.

Three types of call forwarding

Not all call forwarding is the same. Understanding the three types will help you pick the right one for your business:

1. Unconditional forwarding (all calls)

Every incoming call gets forwarded to the destination number. Your phone never rings. This is the "nuclear option" - useful when you're on vacation, in surgery, or completely unavailable.

• Best for: Vacations, extended unavailability, dedicated business lines you never answer directly
• iPhone: Settings > Phone > Call Forwarding > toggle on > enter number
• Android: Phone app > Settings > Calls > Call Forwarding > Always Forward
• Dial code: *72 + forwarding number (most carriers)
• To disable: *73

2. No-answer forwarding (rings then forwards)

Your phone rings for a set number of seconds (usually 15-25 seconds). If you don't answer, the call forwards. This is the most popular option for small businesses because it gives you a chance to pick up first.

• Best for: Day-to-day use, forwarding to AI when you're busy or on another call
• iPhone: Contact your carrier (not available in iPhone settings directly)
• Android: Phone app > Settings > Calls > Call Forwarding > Forward When Unanswered
• Dial code: **61*[number]**[seconds]# (e.g., **61*+15551234567**20#)

3. Busy forwarding (when you're on another call)

If you're already on a call when a new one comes in, the new call forwards to the destination number. This prevents callers from hitting voicemail when your line is busy.

• Best for: Businesses that get multiple calls at once, solo practitioners on long consultations
• Android: Phone app > Settings > Calls > Call Forwarding > Forward When Busy
• Dial code: **67*[number]#

Recommended setup for small businesses

For most small business owners, the best setup combines no-answer and busy forwarding. Here's why:

iPhone setup (step by step)

iPhone's built-in call forwarding setting only supports unconditional forwarding. For conditional forwarding (no-answer and busy), you'll need to use dial codes:

1. Open the Phone app
2. Dial **61*[your CallHush number]**20# and press Call
3. Wait for the confirmation tone
4. Repeat with **67*[your CallHush number]# for busy forwarding
5. Test by calling yourself from another phone and not answering

The **20 in step 2 means the call will ring for 20 seconds before forwarding. You can change this to 10, 15, 25, or 30 seconds.

Android setup (step by step)

1. Open the Phone app and tap the three-dot menu
2. Go to Settings > Calls > Call Forwarding
3. Tap Forward When Unanswered and enter your CallHush number
4. Tap Forward When Busy and enter the same number
5. Tap Enable/Turn On for each
6. Test by calling yourself from another phone and not answering

Menu paths vary slightly by manufacturer (Samsung, Google Pixel, etc.) but the options are the same.

Carrier-specific guides

Each carrier has slightly different processes and dial codes. We've written detailed guides for the major US carriers:

• T-Mobile call forwarding setup
• AT&T call forwarding setup
• Verizon call forwarding setup

Common mistakes to avoid

• Forwarding to a number that doesn't answer - If you forward to a personal cell that also goes unanswered, you've just moved the problem. Forward to a service that always answers (like AI).
• Setting the ring time too long - 30 seconds of ringing before forwarding feels like an eternity to a caller. 15-20 seconds (3-4 rings) is ideal.
• Forgetting to set up busy forwarding - No-answer forwarding alone won't catch calls that come in while you're already on the phone.
• Not testing after setup - Always call yourself from another phone to confirm forwarding works correctly.

What happens after the forward

When a call forwards to CallHush, here's what the caller experiences:

1. AI answers with your business name ("Hi, thanks for calling Smith Plumbing")
2. Has a natural conversation with the caller
3. Collects their name, phone number, reason for calling, and urgency
4. Lets the caller know someone will get back to them
5. Emails you a structured summary within seconds

The caller never knows they were forwarded. To them, it sounds like your receptionist picked up.