Set Up Call Forwarding

Product
Written By Rachel Chen

Learn how to forward your business calls to Xona AI. This guide covers setup for mobile phones, business phones, and VoIP systems.

How Call Forwarding Works

Call forwarding redirects incoming calls from your business number to Xona AI, ensuring every customer is greeted professionally — even when you're busy or closed.

1
Customer Calls

Customer dials your business number

2
Call Forwarded

Call is automatically routed to Xona AI

3
AI Answers

Xona AI greets and assists the caller

 

Forwarding Types

Choose the forwarding type that best fits your business needs.

No Answer

Forward after 4-6 rings

Busy Line

Forward when on another call

All Calls

Forward every incoming call

Working Hours

Schedule-based forwarding

 

Setup Guides by Phone Type

  1. Open the Settings app
  2. Tap Phone
  3. Tap Call Forwarding
  4. Toggle Call Forwarding ON
  5. Enter your Xona AI number
  6. Tap Back to save

Note: Call Forwarding may not appear if your carrier does not support it or if it is disabled on your account.

  1. Open the Phone app
  2. Tap the three-dot menu → Settings
  3. Select Calls → Call Forwarding
  4. Choose forwarding type: Always, Busy, or No Answer
  5. Enter your Xona AI number
  6. Tap Enable

Note: Steps may vary slightly depending on your Android manufacturer (Samsung, Pixel, etc.) and carrier settings.

Direct dial these numbers on your phone with replacing the "phone number" to Xona AI number.

  • Forward All Calls: *21* (phone number) # Send
  • Forward When Busy: *67* (number) # Send
  • Forward No Answer: *61* (phone number) # Send
  • Forward Not Reachable: *62* (phone number) # Send
  • Deactivate Forwarding: #21# Send
Pro tip: Some carriers support call forward after a specific number of rings.

Quick Reference by Carrier:
Rogers | Telus | Bell | AT&T

Business phone settings are typically in admin settings. Contact your IT admin if you need access.

  1. Press the Services or Settings button on your Cisco phone
  2. Navigate to User Preferences → Call Forward
  3. Select the forwarding type: All Calls, No Answer, or Busy
  4. Enter your Xona AI number
  5. Press Save or the soft key to confirm

Note: If you don't see Call Forward options, contact your IT admin — forwarding may need to be enabled in Cisco Unified Communications Manager.

  1. Press the Menu or Admin button on your Avaya desk phone
  2. Go to Features → Call Forward
  3. Choose forwarding condition: Always, Busy, or No Answer
  4. Dial your Xona AI number
  5. Press # or OK to activate

Note: Avaya system settings are typically managed through Avaya Aura or IP Office admin console. Ask your IT team for access if needed.

  1. Press the softkey labeled Forward on your Mitel phone
  2. Select Always Forward, Busy, or No Answer
  3. Enter your Xona AI number
  4. Press the Forward softkey again to confirm
  5. A forward icon will appear on your display when active

Note: Mitel forwarding can also be configured via the MiCollab web portal under My Phone settings.

  1. On your Poly (Polycom) phone, go to Menu → Features
  2. Select Forward
  3. Choose the forwarding type: Always, No Answer, or Busy
  4. Enter your Xona AI number
  5. Select Enable to activate

Note: Poly phones can also be configured via the Poly Lens web portal or through your system administrator.

Most VoIP systems include call forwarding in their online dashboard or admin portal.

  1. Log into your RingCentral online account at ringcentral.com
  2. Click Settings → Phone System → Phones & Devices
  3. Select your phone or extension
  4. Click the Call Handling & Forwarding tab
  5. Enable forwarding and enter your Xona AI number
  6. Click Save
Pro tip: RingCentral supports schedule-based forwarding. Under Call Handling, set rules to forward only after hours or during specific time windows.
  1. Open the Dialpad app or go to dialpad.com
  2. Click your avatar → Settings
  3. Go to Your Devices or Phone Numbers
  4. Find the Call Forwarding section
  5. Toggle forwarding ON and enter your Xona AI number
  6. Click Save
Pro tip: Dialpad's Business Hours feature lets you automatically route calls to Xona AI outside your defined working hours.
  1. Go to voice.google.com and sign in
  2. Click the Settings gear icon (top right)
  3. Select the Calls tab
  4. Under Forwarding, click Add a new phone
  5. Enter your Xona AI number and verify
  6. Make sure the number is toggled ON to receive calls
Pro tip: Google Voice supports Do Not Disturb scheduling — combine it with forwarding to send calls to Xona AI automatically during off-hours.
  1. Log into your Vonage Business account
  2. Go to Admin Portal → Phone System
  3. Select the extension or line to configure
  4. Navigate to Call Forwarding settings
  5. Enter your Xona AI number and choose forwarding type
  6. Click Save Changes
Pro tip: Vonage Business Communications includes a Business Hours feature — use it to schedule forwarding to Xona AI automatically after closing time.
  1. Log into My Ooma at ooma.com
  2. Go to Preferences → Privacy & Blocking
  3. Find the Call Forwarding section
  4. Enter your Xona AI number
  5. Select forwarding type: Always, Busy, or No Answer
  6. Click Save
Pro tip: Ooma Office supports time-based routing rules. Set up a schedule to forward calls to Xona AI during evenings, weekends, or holidays.
 

Next Step: Configure Handover

Now that call forwarding is configured, the next step is to configure the handover settings to match your workflow.

Check the three options mentioned in the guide below:

  • If you have one phone number: Choose Option 2 (Conditional Forwarding)

  • If you have two numbers: Choose Option 3 (Second Line Transfer)

View Call Routing Setup Guide
View Call Routing Setup Guide
 

Frequently Asked Questions

  • No. Call forwarding is seamless to your customer. They dial your business number and are connected to Xona AI without any indication of forwarding.

  • Yes! Call forwarding operates at the carrier level, not on your device. Calls will forward to Xona AI even if your phone is powered off or out of service. text goes here

  • Yes. Most VoIP systems and some carriers support time-based forwarding rules. You can configure calls to forward to Xona AI only outside business hours or during specific times.

  • This depends on your carrier or VoIP provider. Most plans include call forwarding at no extra cost. Check with your provider if you're unsure.

 

Need Help with Setup?

Our support team is ready to walk you through the setup process.

Rachel Chen https://www.linkedin.com/in/mingshu-chen
Next

Set Up Call Routing