Setting up call forwarding

## Setting up call forwarding

Your agent can't answer anything until your phone provider sends it the calls. This is the one step RingDesk can't do for you, because only your provider can change how your number behaves.

Before you set this up - are you planning to have RingDesk put callers through to you? Transfers, VIP direct-connect and ring-through all dial a phone to reach you, so they need a line that isn't the one you forward to us: a line that forwards to RingDesk can't be rung back by RingDesk. Read Why RingDesk can't call your forwarded number back first, so you don't forward the very number you want us to ring.

First: decide what you actually want

This is a decision about your phone, not about RingDesk.

Only when you can't answer - most businesses choose this. Your phone rings as normal. You pick up if you're free. If you don't answer in time, the call goes to RingDesk and your agent handles it - instead of going to voicemail. Nothing changes for calls you'd have taken anyway.

Every call RingDesk answers everything and your phone stops ringing. Choose this if nobody is free to take calls, or you want the agent to handle everything.

You can change your mind whenever you like - it's a code you dial, not a contract.

UK mobile - EE, O2, Vodafone, Three

The 20 is how many seconds your phone rings before diverting - roughly 8 rings. Raise or lower it to taste.

To turn it off: #61# (or #21# for "every call"). To check what's set: *#61#.

BT, Sky or TalkTalk landline

Wait for the confirmation tone, then hang up. Your line rings for about 15-20 seconds before diverting. Turn it off with #61#, check it with *#61#.

Virgin Media landline

Try *61*[RingDesk number]# from your handset first. Virgin runs its own network, so if that doesn't take, switch on Divert on no reply in My Virgin Media or the Virgin Media Connect app and set the number there.

VoIP or a hosted phone system (3CX, RingCentral, 8x8, Gamma...)

Set the no answer forward destination to your RingDesk number in your system's admin or user portal, with a ring time of about 20-25 seconds. If you can't find it, your provider's support team will know where it lives - ask for "divert on no answer".

Business landlines with a portal (BT Business, Virgin Business, TalkTalk Business, KCOM)

Log into your provider's portal and look for Call divert or Call forwarding. Choose the no answer option rather than "always" or "unconditional" if you still want to answer calls yourself, and set the destination to your RingDesk number.

Checking it worked

Call your business number from another phone. Let it ring past the divert time without answering. Your agent should pick up.

Your dashboard also confirms this for you: once RingDesk has seen calls arriving from your number, Call forwarding shows as done in your setup checklist.

It's not working

• Give it a few minutes - some providers take a little while to apply the change.
• Dial *#61# to check what's actually set.
• Make sure you used your RingDesk number, not your own number.
• Some business lines block divert codes and have to be changed in a portal or by your provider.

See also "Call forwarding isn't working - what do I check?".

I don't want to forward anything

You don't have to. You can give customers your RingDesk number directly instead, and skip forwarding entirely. If you do that, choose "I give out my RingDesk number instead" on the dashboard prompt so we stop asking. See "Ring your own phone before the agent answers" for how ring-through works in that setup.

Related articles

- How RingDesk works with your existing phone number - Ring-through: let your phone ring first, AI picks up if unanswered - Why can't RingDesk put a caller through to my forwarded number? - Does forwarding calls to RingDesk cost anything extra? - Troubleshooting: calls, forwarding, audio and notifications