AI Receptionist - call forwarding

Call forwarding sends missed calls from your mobile to your SortScape AI receptionist, so customers still get an answer when you don’t pick up or your phone is off.

Don’t want to set up call forwarding? Use the dedicated number SortScape provides as your public business number instead. Add it to your Google Business profile, website, or other marketing so customers call your AI Receptionist directly.

The easiest way to set this up is in SortScape. Open Settings → Quotes & requests → AI Receptionist, or open the AI Receptionist page, then tap Set up call forwarding. The steps below match that guide.

This is conditional forwarding: your phone still rings first. You need two types:

• Forward when no answer: you don’t pick up in time
• Forward when unreachable: your phone is off or has no signal

Forward when busy is optional. Set it if you take calls on this phone. Call waiting usually covers a second call.

Do not use Always forward. That sends every call to the AI without your phone ringing at all.

Call forwarding varies by network. Prepaid plans might not include it. If the AI is not picking up after you set it up, ask your telco to turn forwarding on.

Before you begin

1. Find your receptionist number

Open Settings → Quotes & requests → AI Receptionist. The receptionist number is shown on that page (and on the AI Receptionist page). You’ll need it for the steps below.

2. Stop voicemail and iPhone settings from answering first

If voicemail (or iPhone Live Voicemail) answers the call, it never forwards.

On iPhone:

1. Open Settings and search for Live Voicemail. If it is on, switch it off.
2. Set Silence Unknown Callers off, or Screen Unknown Callers to Never. Either setting can stop forwarded calls from ringing.

On your carrier:

• Telstra: Text CFU OFF (in capitals) to 144 to turn off MessageBank.
• Optus: SMS OFF to 159, or call 121600. Just the word OFF, nothing else.
• Vodafone: Call 1210 from your Vodafone phone and follow the prompts to turn off voicemail.
• Boost / Belong: These run on the Telstra network and usually need no extra steps. If forwarding does not work, contact your carrier.
• Amaysim: Use the Amaysim app (call forwarding in settings) or call 1300 808 300. Ask them to enable call forwarding tokens on your plan.
• ALDI Mobile: Call 2534 from an ALDI phone, or 1300 989 000. Ask them to enable call forwarding tokens on your plan. ALDI requires tokens first.
• Spark, One NZ, or 2degrees: Check your phone’s call settings or contact your carrier if voicemail answers before the AI receptionist.

Set up on Android

Most Android phones let you configure this in the Phone app. Menu names vary by handset. If you cannot find Call forwarding, use the dial codes below.

1. Open the Phone app and tap the three dots in the top right.
2. Tap Settings.
3. Tap Supplementary services.
4. Tap Call forwarding.

Fill in the forwarding options:

• Always forward: not recommended
• Forward when unanswered: recommended
• Forward when unreachable: recommended
• Forward when busy: optional

Enter your receptionist number on unanswered and unreachable, then tap Enable. Busy is optional if you take calls on this phone. Do not turn on Always forward.

Set up on iPhone

The iPhone’s built-in Call Forwarding setting (under Settings → Phone) only forwards all calls. That is Always forward, which you do not want.

Turn off Live Voicemail and unknown-caller screening first (see Before you begin), then use dial codes. Open the Phone app and dial each code for your carrier below, pressing Call after each one. You’ll see a confirmation when a code is activated.

Dial codes by carrier

Dial codes work on both Android and iPhone. Open your Phone app, dial each code, and press Call. Replace [number] with your receptionist number (no spaces).

For Australian numbers, use the local format, for example 0412345678. For New Zealand numbers, use the full international format, for example +6498877665.

Dial Forward when no answer and Forward when unreachable. Forward when busy is optional.

Australia

Telstra

Text CFU OFF (in capitals) to 144 to turn off MessageBank, then dial:

1. Forward when no answer: **61*[number]*10#
2. Forward when unreachable: **62*[number]*10#
3. Forward when busy (optional): **67*[number]*10#

The 10 at the end is the ring delay in seconds. Cancel all forwarding: ##002#

Boost / Belong

These use the Telstra network. Dial the same Telstra codes above. They usually need no extra steps.

Optus (including Coles Mobile)

SMS OFF to 159, or call 121600. You can also set this up in the My Optus app or My Account.

1. Forward when no answer: **61*[number]#
2. Forward when unreachable: **62*[number]#
3. Forward when busy (optional): **67*[number]#

Cancel all forwarding: ##002#

Vodafone (including TPG and Felix)

Call 1210 to turn off voicemail, or set this up in My Vodafone.

1. Forward when no answer: **61*[number]#
2. Forward when unreachable: **62*[number]#
3. Forward when busy (optional): **67*[number]#

Cancel all forwarding: ##002#

Amaysim

Use the Amaysim app (call forwarding in settings) or call 1300 808 300. Ask them to enable call forwarding tokens on your plan, then dial:

1. Forward when no answer: **61*[number]#
2. Forward when unreachable: **62*[number]#
3. Forward when busy (optional): **67*[number]#

ALDI Mobile

Call 2534 from an ALDI phone, or 1300 989 000. Ask them to enable call forwarding tokens on your plan, then give them your receptionist number or dial the same codes as Optus above. ALDI requires tokens first.

Other Australian carriers

Most Australian mobiles use standard GSM codes. Try the Optus / Vodafone codes above. Your network may need to switch call forwarding on for your account first, especially on prepaid. If a code does not work, contact your carrier.

New Zealand

Spark

Spark documents these call diversion codes for no answer, busy, and when the phone is off:

1. Forward when no answer: *61*[number]*11#
2. Forward when unreachable: *62*[number]*11#
3. Forward when busy (optional): *67*[number]*11#

One NZ

One NZ documents these mobile call divert codes:

1. Forward when no answer: **61*[number]#
2. Forward when unreachable: **62*[number]#
3. Forward when busy (optional): **67*[number]#

Cancel all forwarding: ##002#

2degrees

2degrees recommends checking your phone’s Call Settings for diverts. These standard GSM codes may work. Contact 2degrees if they don’t:

1. Forward when no answer: **61*[number]#
2. Forward when unreachable: **62*[number]#
3. Forward when busy (optional): **67*[number]#

Other New Zealand carriers

Many New Zealand networks use standard GSM codes. Try the One NZ / 2degrees codes above. If they don’t work, contact your carrier.

Test your setup

After you forward, call your own number. The AI should pick up after the ring delay.

You can also open Settings → Quotes & requests → AI Receptionist and press Test AI Receptionist to hear the greeting. That calls the AI number directly. It does not check that forwarding from your mobile is working.

To check each case:

1. No answer: Call your mobile and let it ring. After the ring delay, the AI should pick up.
2. Unreachable: Turn on aeroplane mode and call your number. It should forward straight away.
3. Busy (if you set it): Stay on a call and have someone else ring you.

Cancel call forwarding

If you used dial codes: dial ##002# and press Call. On iPhone, switch Live Voicemail back on in Settings.

If you used the Android Call forwarding menu: go back into Call forwarding and switch off each option you turned on.

##002# works on many carriers, including Australian carriers and One NZ. If it does not work, contact your carrier.

Troubleshooting

Calls go to voicemail instead of my AI receptionist

Voicemail or iPhone Live Voicemail is still answering first. Turn those off (see Before you begin).

Dial code gives an error

• Include your full receptionist number in the code, with no spaces
• You need mobile signal for a dial code to activate
• Some prepaid plans don’t include call forwarding. Ask your telco to turn it on
• Telstra, Boost, and Belong codes start with ** and end with *10#
• Spark codes include *11 before the final #

No answer works, but calls miss when my phone is off

Forward when unreachable is a separate setting. No-answer forwarding only runs if your phone actually rings. Add the unreachable code (or the matching Android option).

Forwarding takes too long to kick in

On Telstra, the 10 in **61*[number]*10# is the ring delay in seconds. You can try a different value if your carrier allows it.