Why Call Forwarding Is the Most Important 2 Minutes You'll Spend This Week
Every business owner knows the problem. You're on a job, in a meeting, or helping a customer face-to-face, and the phone rings. You can't answer. The caller hangs up. Another potential customer gone.
Call forwarding is the fix, and it takes less than 2 minutes to set up on any Australian carrier. Once active, unanswered calls route to a second number automatically. That number can be a colleague, an answering service, or an AI receptionist like CallCatch that texts back within 30 seconds.
The best part is that you don't need any technical knowledge. You don't need to call your carrier. You don't even need to log into anything. A simple dial code from your phone activates it instantly.
If you're already paying for an AI receptionist or missed call tool and haven't set up forwarding yet, you're leaving money on the table. This guide gives you the exact steps for every major Australian carrier.
Telstra Call Forwarding (Mobile and Landline)
Telstra is Australia's largest carrier, and their call forwarding setup is straightforward.
Telstra Mobile - Immediate forwarding (all calls): - Activate: Dial *21*[forwarding number]# then press call - Deactivate: Dial ##21# then press call
Telstra Mobile - Forward on no answer (recommended for CallCatch): - Activate: Dial *61*[forwarding number]# then press call - Deactivate: Dial ##61# then press call
Telstra Mobile - Forward when busy: - Activate: Dial *67*[forwarding number]# then press call - Deactivate: Dial ##67# then press call
Telstra Landline: - Activate: Pick up the handset, dial *21, then the forwarding number, then # - Deactivate: Pick up the handset, dial #21#
For most business owners, "forward on no answer" is the right choice. This means calls ring your phone first. If you don't pick up within 15-30 seconds, the call forwards to your AI receptionist or backup number. You still answer when you can, but you never let a missed call go unanswered when you can't.
Pro tip: After activating, call your own number from another phone to test that it's working. You should hear it ring, then forward after a few rings.
Optus Call Forwarding (Mobile and Landline)
Optus uses the same GSM standard codes as Telstra for mobile, making setup equally simple.
Optus Mobile - Immediate forwarding: - Activate: Dial *21*[forwarding number]# then press call - Deactivate: Dial ##21# then press call
Optus Mobile - Forward on no answer: - Activate: Dial *61*[forwarding number]# then press call - Deactivate: Dial ##61# then press call
Optus Mobile - Forward when busy: - Activate: Dial *67*[forwarding number]# then press call - Deactivate: Dial ##67# then press call
Optus Business Landline: - Log into the Optus Business portal or call 133 343 - Navigate to Call Settings and select Call Forwarding - Enter your forwarding destination number
Optus business landlines typically require portal access rather than dial codes. If you're on an Optus business plan, you can also contact their business support team who will set it up for you over the phone in under 5 minutes.
One important note for Optus prepaid customers: call forwarding may use your call credit for the forwarded leg of the call. Business plan customers generally have forwarding included at no extra cost.
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Vodafone Mobile: - Immediate forwarding: Dial *21*[forwarding number]# then press call - Forward on no answer: Dial *61*[forwarding number]# then press call - Forward when busy: Dial *67*[forwarding number]# then press call - Cancel all forwarding: Dial ##002# then press call
Vodafone uses identical GSM codes to Telstra and Optus, so the process is the same.
VoIP Systems (increasingly common for Australian businesses):
8x8: Log into your admin portal. Go to Call Handling. Select the user or number. Add a forwarding rule under "When unanswered" and enter your CallCatch number.
RingCentral: Go to Settings, then Call Handling and Forwarding. Add a forwarding number under "When I don't answer." Set the ring duration before forwarding (15-20 seconds recommended).
Microsoft Teams Phone: In the Teams app, click Settings, then Calls. Under "Call answering rules," select "Forward my calls" or "If unanswered" and enter your forwarding number.
Cisco/Webex: Dial *72 followed by the forwarding number. To cancel, dial *73.
Most VoIP systems also allow forwarding rules based on time of day, which is useful if you want calls to forward to your AI receptionist only after business hours.
Best Practices: Getting the Most Out of Call Forwarding
Setting up forwarding takes 2 minutes. Getting the most out of it requires a few smart decisions.
Use "forward on no answer" instead of immediate forwarding. This lets you answer calls when you're free, but catches everything you miss. Most carriers let the phone ring 4-6 times (about 15-25 seconds) before forwarding.
Always test after setup. Call your business number from a different phone. Let it ring without answering. Confirm it forwards correctly and that your AI receptionist or backup number receives the call.
Forward to an AI tool, not just another phone. Forwarding to a second mobile just moves the problem. You need something that will always answer. AI text-back tools like CallCatch respond to every forwarded call within 30 seconds, 24/7.
Set up after-hours forwarding separately if your VoIP system supports it. During business hours, use "forward on no answer." After hours, use immediate forwarding so every call goes straight to your AI receptionist without ringing an empty office.
Keep your forwarding number saved somewhere accessible. If you ever need to change carriers or update your setup, having the forwarding number handy saves time. CallCatch provides your dedicated forwarding number in your dashboard.