How to Forward Calls When Busy: Complete Conditional Call Forwarding Guide
Missing important business calls costs companies an average of $62,000 annually. Whether you're in a meeting, on another call, or in a dead zone, conditional call forwarding setup ensures every call reaches someone who can help.
Unlike standard call forwarding that redirects ALL calls, conditional call forwarding only activates when you can't answer—when busy, unreachable, or after several rings. This smart approach keeps you in control while ensuring no opportunity is lost.
What You'll Learn:
How to set up conditional call forwarding on any phone
Carrier-specific codes and settings for iPhone and Android
Business applications that increase customer satisfaction
Troubleshooting tips when forwarding isn't working
Troubleshooting Tips
Even with the correct setup, you might run into some common issues with conditional call forwarding. Here’s how to address them:
Call forwarding isn’t working: Double-check that you entered the correct carrier-specific codes. Make sure your phone has a strong signal and that your plan supports conditional call forwarding.
How to disable call forwarding: To turn off conditional call forwarding, enter the appropriate deactivation code for your carrier (usually
##21#or##67#) and press call. Confirm with your carrier if unsure.Carrier codes not working: If the standard codes don’t work, contact your carrier’s support line to verify the correct code or ask if there are account restrictions preventing call forwarding.
What is Conditional Call Forwarding?
Conditional call forwarding automatically redirects incoming calls to another number only in specific situations:
When Busy: You're already on a call
When Unanswered: Phone rings but you don't pick up (usually after 15-30 seconds)
When Unreachable: Phone is off, in airplane mode, or has no signal
Conditional vs. Unconditional Call Forwarding
Feature | Conditional | Unconditional |
|---|---|---|
When Active | Only when busy/unreachable | Always on |
Control | You decide when it activates | Forwards every call |
Best For | Business/selective forwarding | Temporary phone replacement |
Setup Complexity | Moderate | Simple |
Yes, you can absolutely set up your phone system to forward calls when busy instead of leaving customers with a frustrating busy signal.
This feature, often called busy call forwarding or conditional call forwarding, automatically reroutes incoming calls to a designated number when your line is already in use. That way, callers always reach someone instead of hanging up or trying again later.
You can even layer this feature with other forwarding options, such as “no answer” or “after hours,” to create a seamless communication flow that works around your schedule. For businesses, this means never missing an opportunity whether it’s a lead, client, or urgent inquiry.
Quick Setup: 3 Ways to Set Up Conditional Call Forwarding
Method 1: Phone Settings (Easiest)
iPhone: Settings > Phone > Call Forwarding > Conditional options Android: Phone app > Settings > Call forwarding
Method 2: Carrier Codes (Universal)
Forward when busy: 67[phone number]# Forward when unanswered: 61[phone number]#
Forward when unreachable: 62[phone number]#
Method 3: Contact Your Carrier
Call your carrier's customer service for assistance with complex forwarding rules.
(This section serves as your mobile call forwarding guide for different carriers.)
Setting Up Conditional Call Forwarding on AT&T
Activate CCF:
Dial
*004*followed by the number you'd like to forward calls to, then*11#. Press the call button.
Deactivate CCF:
Dial
#004#and press the call button.
Setting Up Conditional Call Forwarding on Verizon
Full Verizon Instructions: Everything you need to know about Verizon forwarding
Activate CCF:
Dial
*71followed by the number to forward calls to. Press the call button.
Deactivate CCF:
Dial
*73
Setting Up Conditional Call Forwarding on MetroPCS (now Metro by T-Mobile)
Full MetroPCS instructions: Download MetroPCS call settings instructions
Activate CCF:
Dial
*74followed by the number to forward calls to. Press the call button.
Deactivate CCF:
Dial
740*and press the call button.
Setting Up Conditional Call Forwarding on Cricket Wireless
Cricket Wireless does not support Conditional Call Forwarding, but to forward all calls, you can dial *72 followed by the phone number you want to forward calls to and press the call button.
To deactivate, dial *720 and press the call button.
Setting Up Conditional Call Forwarding on Mint Mobile
Full Mint Mobile Instructions: How to enable or disable Mint Mobile forwarding
Call forwarding if no reply (unanswered calls ring to alternate number):
Activate
Dial
**61*1followed by the phone number you want to forward calls to, then#. Press the call button.
Deactivate:
Dial
##61#
Call forwarding when not reachable (unanswered calls ring to another number when the device is off or out of signal range)
Activate
Dial
**62*1followed by the phone number you want to forward calls to, then#. Press the call button.
Deactivate
Dial
##62#
General Android Conditional Call Forwarding
Activate CCF:
Tap Phone App
Menu > Settings > Supplementary Services > Call Forwarding
For each of the situations listed all you have to do is type in the number you’d like to forward calls to
Forward when busy
Forward when unanswered
Forward when unreachable
Tap Turn On
Deactivate CCF:
Tap Phone App
Menu > Settings > Supplementary Services > Call Forwarding
Tap Turn Off
How to Use *72 to Forward Calls
If you want to make sure important calls don’t go unanswered, you can use *72 to quickly forward calls when busy or unavailable. This feature is simple to set up and works on most landlines and mobile carriers, though the exact steps may vary slightly depending on your provider.
Step 1: Dial *72.
Pick up the phone you want to forward from and press *72. You should hear a second dial tone, which tells you the system is ready for the forwarding number.
Step 2: Enter the forwarding number.
Type in the 10-digit number where you’d like your calls redirected. Some carriers may require you to press # after entering the number.
Step 3: Confirm activation.
The phone you’re forwarding to will ring. Once it’s answered, call forwarding is officially active. If it doesn’t connect, repeat the steps until you hear the confirmation tones.
Step 4: Turn it off when you’re done.
To deactivate, just dial *73 and wait for the confirmation tone.
What Is The Difference Between *71 and *72 Call Forwarding?
If you’ve ever wondered about the difference between *71 and *72, it mostly comes down to how and when your calls are redirected.
In many systems, *72 is the standard code to activate unconditional call forwarding, meaning every call to your line is immediately sent to another number. No matter what, your calls won’t go unanswered.
*71, on the other hand, can function a little differently depending on the carrier. In some setups, it’s also used for unconditional forwarding, while in others it triggers conditional call forwarding, such as forwarding calls only when busy or unanswered. Because these codes vary by provider, it’s always best to confirm with your carrier before relying on them.
Whichever code you use, the goal is the same: making sure your customers never hit a dead end when trying to reach you.
Why Businesses Use Conditional Call Forwarding
Customer Service Benefits
Zero Missed Calls: Every inquiry gets answered
Professional Image: Customers never reach voicemail during business hours
24/7 Availability: Forward after-hours calls to answering services
Load Distribution: Route overflow calls to team members
Real Business Scenarios
Service Companies: Forward missed calls to answering service or on-call technician Medical Practices: Route urgent calls to on-call provider when lines are busy
Real Estate: Ensure prospects always reach an available agent Consultants: Forward calls to assistant when in client meetings
ROI Impact
Businesses using conditional call forwarding report:
35% increase in answered calls
28% improvement in customer satisfaction
$15,000+ additional revenue from previously missed opportunities
Conditional Call Forwarding ensures that even when you're engaged, unreachable, or simply need a break, your customers can always get the service they need.
When I ran my small business, I’d always have conditional call forwarding set up to forward calls when busy to my virtual receptionist. This way when my customers were trying to reach me, they’d always be able to get the service they needed.
Need any call forwarding or small business advice? Shoot me an email at anand@usetwine.com or book a time!
Until next time,
Anand
Automate Missed Calls — Try Twine’s Smart Forwarding Today
But forwarding alone isn't always the answer. If you're setting up CCF to make certain you never miss calls, then integrating with a solution like Twine can be the game-changer you need. Twine, as your AI text message receptionist, ensures that forwarded calls are not just received, but are also managed efficiently and professionally. With Twine, you're not just forwarding calls; you're optimizing the entire caller experience, ensuring no opportunity slips through.
And if you work in financial services or accounting, Twine offers a dedicated AI receptionist tailored to your industry's needs—perfect for handling client calls, scheduling, and follow-ups with professionalism and ease.
Frequently Asked Questions (FAQs)
1. What is conditional call forwarding?
Conditional call forwarding sends incoming calls to another number only when you're busy, don’t answer, or are unreachable (e.g., out of signal range).
2. How is conditional call forwarding different from regular call forwarding?
Unlike unconditional (always-on) call forwarding, conditional forwarding activates only in specific scenarios—like when your phone is off, unanswered, or in use.
3. Can I set up conditional call forwarding on any cell phone?
Yes, most Android and iPhone devices support conditional call forwarding through carrier settings or dial codes like *61, *62, and *67.
4. What are the dial codes for conditional call forwarding?
Here are common codes (may vary by carrier):
*61* – Forward when unanswered
*62* – Forward when unreachable
*67* – Forward when busy
5. Do I need to contact my carrier to activate conditional forwarding?
In most cases, you can set it up manually via your phone settings or dial codes. For issues, contacting your carrier is recommended.
6. Can I forward calls to an international number?
Some carriers allow this, but international forwarding may incur additional charges. Check with your provider first.
7. Does conditional call forwarding use my phone’s minutes or data?
Forwarded calls typically use your voice minutes. Data is not used unless the forwarded number is a VoIP or app-based line.
8. How can I disable conditional call forwarding?
You can cancel it by dialing the corresponding deactivation codes:
##61#, ##62#, ##67#
Or through your phone’s call settings menu.
9. Why isn’t my conditional call forwarding working?
Check if the forwarding number is correct, verify your phone has signal, and ensure your carrier supports the feature. Restart your phone or try reactivating.
Does conditional call forwarding cost extra?
Most carriers include conditional call forwarding free with your plan. However, forwarded calls use your minutes, and forwarding to premium numbers may incur charges.
Can I forward calls to multiple numbers?
Standard conditional forwarding sends calls to one number per condition. For advanced routing to multiple numbers, consider business phone systems or virtual receptionist services.
What happens if the forwarded number doesn't answer?
The call typically goes to the forwarded number's voicemail. Some carriers allow "no answer timeout" settings to route back to your original voicemail.
Can I forward calls to multiple numbers?
Most carriers allow only one number per conditional forwarding type (busy, no answer, unreachable). Check with your carrier if multiple forwarding is supported.
Will conditional call forwarding work internationally?
This depends on your carrier and plan. Some international plans support it, but additional fees may apply. Always verify before traveling.
How do I know if my carrier supports conditional call forwarding?
Visit your carrier’s support page or contact customer service. Most major carriers (AT&T, Verizon, T-Mobile, etc.) support this feature, but activation steps may vary.