Guides
Conditional call forwarding: forward missed calls without forwarding every call
Conditional call forwarding lets your normal business phone ring first. If you do not answer, your line is busy, or your phone is unreachable, the call can be routed somewhere else automatically. For Handled users, that means missed calls can route to your Handled forwarding number so follow-up can happen without changing the number your customers already call.
What is conditional call forwarding?
Conditional call forwarding is a carrier feature that redirects calls only in specific situations. Instead of sending every incoming call to another number, it waits until a condition is met.
- No answer: the call forwards when you do not pick up.
- Busy: the call forwards when you are already on another call.
- Unreachable: the call forwards when your phone is off, out of service, or unable to receive calls.
This is different from unconditional call forwarding. Unconditional forwarding sends every call to another number immediately, which usually means your original phone does not ring first.
Why Handled uses missed-call forwarding
Handled upgrades how you handle missed calls — faster text follow-up and voicemail capture after the call you could not answer. Your customers still call your normal business number, and your phone still rings first.
- Your normal business number stays the number customers call.
- Your phone still rings first.
- Missed, busy, or unreachable calls can route to Handled.
- Handled can help follow up after the missed call.
Recommended setup
The most reliable path is to call your carrier and ask for conditional call forwarding — not forwarding every call immediately. Self-service dial codes are a good second option when your carrier supports them on your line.
What to say to your carrier
Use this script when you call support. Replace the destination with your forwarding number.
Hi, I would like to enable conditional call forwarding to this number: [your Handled forwarding number] I only want unanswered, busy, and unreachable calls forwarded. I do not want all calls forwarded immediately. My phone should still ring normally first before forwarding happens.
Voicemail timing
Handled works best when missed calls reach Handled before voicemail answers. That is an upgrade — Handled becomes your missed-call follow-up layer instead of slow carrier voicemail alone.
- iPhone: Settings → Phone → Live Voicemail → Off (iOS 17.4+).
- Android: Phone app settings — look for voicemail or visual voicemail and disable interception if needed.
- Desk / VoIP: Ask your provider to forward unanswered calls before voicemail picks up.
How Handled voicemail works
When a missed call reaches Handled, we start missed-call follow-up right away — usually a text to the caller. The caller can also hear a short greeting and leave a voicemail. Handled does not wait for the recording to finish before sending follow-up.
- Your business phone rings first.
- If you miss the call, forwarding sends it to Handled.
- Handled logs the missed call and sends text follow-up immediately.
- The caller hears a greeting and can leave a voicemail message.
- You see the recording in your Handled inbox when it is ready.
Why voicemail interception breaks forwarding
Carrier voicemail and features like iPhone Live Voicemail can answer before conditional forwarding runs. If voicemail picks up first, Handled may never see the missed call — so forwarding tests fail and follow-up texts do not send.
How Handled upgrades voicemail
Instead of a silent carrier inbox, Handled combines instant text follow-up with a professional voicemail greeting callers can leave after a missed call. Your normal number stays the same; you upgrade what happens when you cannot answer.
Why unanswered calls sometimes fail
If Handled never sees a missed call, common causes include voicemail answering first, unconditional forwarding enabled by mistake, or carrier codes that only set up part of forwarding (for example busy but not no-answer).
- Voicemail or Live Voicemail picks up before the forward happens.
- *72 or similar turned on unconditional forwarding instead of conditional forwarding.
- Only one conditional code was dialed when your carrier needs several.
Quick carrier code guide
Carrier codes vary, and not every phone provider supports the same shortcuts. Use this table as a starting point, then test forwarding after setup. Replace the example number with your Handled forwarding number when you dial a code.
Verizon Wireless
Turn on
Dial the code below from your business phone
Example: *718444104068
Turn off
*73
Notes
Your own phone keeps ringing normally — only unanswered calls reach Handled.
Xfinity Mobile
Turn on
Dial the code below from your business phone
Example: *718444104068
Turn off
*73
Notes
Your own phone keeps ringing normally — only unanswered calls reach Handled.
T-Mobile
Turn on
Dial the code below from your business phone
Example: **61*18444104068#Type this on the keypad — it is a carrier setting, so a tap-to-call link cannot dial it reliably.
Turn off
##61#
Notes
Complete all three for full coverage — each condition is a separate setting on T-Mobile. If your phone stopped ringing altogether, every call is being forwarded: dial ##21# to turn that off, then set up the three conditional codes.
AT&T Wireless
Turn on
Turn on the no-answer option in your phone's settings and enter your Handled number
Turn off
Use the same settings screen
Notes
Open Settings on your iPhone. Find Phone, then Call Forwarding. Turn Call Forwarding on and enter your Handled number, if your plan offers a no-answer option. Return to Settings to confirm Call Forwarding shows as on. AT&T does not publish one dial code for wireless lines, and says call forwarding can only be changed from the phone itself — not online. Menu names differ by phone maker and Android version. If you cannot find Call forwarding, use the carrier option below and AT&T can set it up for you.
AT&T home phone / Digital Phone
Turn on
Turn off
No published code — ask your carrier
Notes
AT&T home phone offers several separate conditional-forwarding features. Ask AT&T to forward calls you do not answer, so we do not print the wrong one.
Google Voice
Turn on
Add your Handled number in Google Voice settings
Turn off
Use the same settings screen
Notes
Open Google Voice on the web and go to Settings. Open Calls. Add your Handled number so unanswered calls reach it. Save, then place a test call to confirm. Google Voice forwarding is changed in Google Voice's own settings rather than by dialling a code.
| Carrier / service | Turn on | Turn off | Notes |
|---|---|---|---|
| Verizon WirelessCarrier documentation | Dial the code below from your business phone Example: | *73 | Your own phone keeps ringing normally — only unanswered calls reach Handled. |
| Xfinity MobileCarrier documentation | Dial the code below from your business phone Example: | *73 | Your own phone keeps ringing normally — only unanswered calls reach Handled. |
| T-MobileCarrier documentation | Dial the code below from your business phone Example: | ##61# | Complete all three for full coverage — each condition is a separate setting on T-Mobile. If your phone stopped ringing altogether, every call is being forwarded: dial ##21# to turn that off, then set up the three conditional codes. |
| AT&T WirelessCarrier documentation | Turn on the no-answer option in your phone's settings and enter your Handled number | Use the same settings screen | Open Settings on your iPhone. Find Phone, then Call Forwarding. Turn Call Forwarding on and enter your Handled number, if your plan offers a no-answer option. Return to Settings to confirm Call Forwarding shows as on. AT&T does not publish one dial code for wireless lines, and says call forwarding can only be changed from the phone itself — not online. Menu names differ by phone maker and Android version. If you cannot find Call forwarding, use the carrier option below and AT&T can set it up for you. |
| AT&T home phone / Digital PhoneCarrier documentation | No published code — ask your carrier | No published code — ask your carrier | AT&T home phone offers several separate conditional-forwarding features. Ask AT&T to forward calls you do not answer, so we do not print the wrong one. |
| Google VoiceCarrier documentation | Add your Handled number in Google Voice settings | Use the same settings screen | Open Google Voice on the web and go to Settings. Open Calls. Add your Handled number so unanswered calls reach it. Save, then place a test call to confirm. Google Voice forwarding is changed in Google Voice's own settings rather than by dialling a code. |
Codes and labels can differ by carrier, business line, and region. If a code does not work on your line, try another method or contact your carrier.
Self-service dial codes
When your carrier supports them, open your phone app, enter the forwarding code, and press Call. If one code does not work, call your carrier (recommended) or use your personalized instructions on the Handled forwarding setup page.
- Copy the code for your carrier.
- Replace the example number with your Handled forwarding number if needed.
- Dial the code from the phone that receives your business calls.
- Wait for a confirmation tone, message, or automatic disconnect.
- Test forwarding to make sure missed calls reach Handled.
Android call forwarding settings
Some Android phones let you configure conditional forwarding from the Phone app instead of using dial codes.
- Open the Phone app.
- Open Settings or Call settings.
- Look for Call forwarding, Supplementary services, or Calling accounts.
- Choose the SIM or phone line that receives business calls.
- Turn on the forwarding option you need, such as Forward when unanswered, Forward when busy, or Forward when unreachable.
- Enter your Handled forwarding number.
- Save the change and test forwarding.
Exact labels vary by Android phone, carrier, and business phone provider.
iPhone and Live Voicemail
iPhone Settings → Phone often shows call forwarding, but many carriers only expose unconditional forwarding there. For missed-call forwarding, dial codes or carrier support are usually better. Also turn off Live Voicemail (Settings → Phone → Live Voicemail) so missed calls can forward before voicemail answers.
How to turn forwarding off
The correct disable code depends on both your carrier and the forwarding type you enabled. Use the table below as a starting point.
Verizon Wireless
Disable code
*73
Notes
Dial from the business phone and wait for the confirmation tone.
Xfinity Mobile
Disable code
*73
Notes
Dial from the business phone and wait for the confirmation tone.
T-Mobile — turn off no answer
Disable code
##61#
Notes
Dial from the business phone and wait for the confirmation tone.
T-Mobile — turn off busy
Disable code
##67#
Notes
Dial from the business phone and wait for the confirmation tone.
T-Mobile — turn off not reachable
Disable code
##62#
Notes
Dial from the business phone and wait for the confirmation tone.
T-Mobile — turn off every-call forwarding (set by mistake)
Disable code
##21#
Notes
Dial from the business phone and wait for the confirmation tone.
AT&T Wireless
Disable code
—
Notes
Turn Call Forwarding off in the same settings screen you used to turn it on.
AT&T home phone / Digital Phone
Disable code
—
Notes
Ask the carrier to remove call forwarding from the line.
Google Voice
Disable code
—
Notes
Turn Call Forwarding off in the same settings screen you used to turn it on.
| Carrier / forwarding type | Disable code | Notes |
|---|---|---|
| Verizon Wireless | *73 | Dial from the business phone and wait for the confirmation tone. |
| Xfinity Mobile | *73 | Dial from the business phone and wait for the confirmation tone. |
| T-Mobile — turn off no answer | ##61# | Dial from the business phone and wait for the confirmation tone. |
| T-Mobile — turn off busy | ##67# | Dial from the business phone and wait for the confirmation tone. |
| T-Mobile — turn off not reachable | ##62# | Dial from the business phone and wait for the confirmation tone. |
| T-Mobile — turn off every-call forwarding (set by mistake) | ##21# | Dial from the business phone and wait for the confirmation tone. |
| AT&T Wireless | — | Turn Call Forwarding off in the same settings screen you used to turn it on. |
| AT&T home phone / Digital Phone | — | Ask the carrier to remove call forwarding from the line. |
| Google Voice | — | Turn Call Forwarding off in the same settings screen you used to turn it on. |
If these codes do not work for your carrier, use your phone settings or contact your carrier directly.
Forwarding every call by mistake? Turn it off
If your phone stopped ringing after you set up forwarding, you may have turned on unconditional forwarding — every call leaves your phone immediately — instead of missed-call forwarding. These codes clear it. Once your phone rings normally again, set up conditional forwarding using the steps above.
Verizon Wireless
Disable code
*73
Notes
Dial from the business phone and wait for the confirmation tone.
Xfinity Mobile
Disable code
*73
Notes
Dial from the business phone and wait for the confirmation tone.
T-Mobile
Disable code
##21#
Notes
Dial from the business phone and wait for the confirmation tone.
AT&T Wireless
Disable code
—
Notes
Turn Call Forwarding off in the same settings screen you used to turn it on.
AT&T home phone / Digital Phone
Disable code
*73
Notes
Dial from the business phone and wait for the confirmation tone.
Google Voice
Disable code
—
Notes
Turn Call Forwarding off in the same settings screen you used to turn it on.
| Carrier / forwarding type | Disable code | Notes |
|---|---|---|
| Verizon Wireless | *73 | Dial from the business phone and wait for the confirmation tone. |
| Xfinity Mobile | *73 | Dial from the business phone and wait for the confirmation tone. |
| T-Mobile | ##21# | Dial from the business phone and wait for the confirmation tone. |
| AT&T Wireless | — | Turn Call Forwarding off in the same settings screen you used to turn it on. |
| AT&T home phone / Digital Phone | *73 | Dial from the business phone and wait for the confirmation tone. |
| Google Voice | — | Turn Call Forwarding off in the same settings screen you used to turn it on. |
Troubleshooting
Setting up Handled?
Use this guide as a reference, then return to your forwarding setup page to test your missed-call forwarding.
Back to forwarding setup