How Call Forwarding to an AI Receptionist Works (No Number Change)
You keep your number. Missed calls forward to an AI receptionist after 20 seconds. Here's exactly how conditional call forwarding works and how to set it up in 2 minutes.
The number-one worry businesses have about AI receptionists: "Do I have to change my number?" The answer is no — and the mechanism that makes it possible is a 30-year-old carrier feature called conditional call forwarding. Here's exactly how it works.
The core idea in one paragraph
The three forwarding modes (only one is correct)
Carriers offer three conditional forwarding modes. This distinction matters:
- Forward when unanswered — forwards after a delay you set (5–30 seconds). ✅ This is the one you want.
- Forward when busy — forwards only when you're already on a call. Useful as a supplement.
- Forward all calls (unconditional) — forwards everything immediately; your phone never rings. ❌ Never enable this for an AI receptionist.
Setting it up: the 2-minute version
On GSM networks (Telstra, Optus, Vodafone and most others), the code format is:
- 1. Open your phone's dialler app.
- 2. Type the code — your Vokala dashboard generates the exact one for your number and chosen delay, with a copy button.
- 3. Press call and wait for the "forwarding activated" confirmation.
- 4. Test it: call your number from another phone, let it ring past the delay, and confirm Ava answers.
The delay must be 5, 10, 15, 20, 25, or 30 seconds — these are the values carriers accept. Twenty seconds is the sweet spot: long enough to answer yourself, short enough that callers don't hang up.
What happens on a forwarded call
- Caller dials your usual business number.
- Your phone rings for the delay period (e.g. 20 seconds).
- If unanswered, your carrier forwards the call to your Vokala number — the caller hears a brief pause, nothing more.
- Ava answers, identifies herself as an AI assistant, and handles the call per your configuration.
- You get a summary with transcript in your dashboard, plus notifications via your chosen channels.
Turning it off
Dial ##61# and press call. Forwarding is removed instantly. If you cancel your Vokala subscription, your Vokala dashboard shows these teardown instructions automatically — you're never locked in.
Common questions
Does the caller know the call was forwarded? No. They hear a short pause, then Ava answers. Most callers never notice anything happened.
Does it cost me extra per forwarded call? Forwarding uses your carrier's standard call-forwarding rates for the leg from your phone to the Vokala number. On most Australian mobile plans this is a standard-rate call; some plans include it. Check with your carrier if unsure.
What if my phone is off or has no signal? "Forward when unreachable" covers that — calls go straight to Ava instead of voicemail.
Frequently asked questions
Do I need to change my business phone number to use an AI receptionist?
No. Conditional (no-answer) call forwarding sends only unanswered calls to your AI receptionist's number. Your business number stays exactly the same and callers notice no difference.
What is conditional call forwarding?
A standard carrier feature with three modes: forward when unanswered (after a delay you set), forward when busy, and forward when unreachable. For AI receptionists you want 'forward when unanswered' — your phone rings first, and only missed calls forward.
How do I set up call forwarding to Vokala?
On your phone's dialler, enter the code shown in your Vokala dashboard (e.g. *61*61340609515*11*20#), press call, and wait for the confirmation. It takes about two minutes. Your dashboard generates the exact code for your number and chosen delay.
How do I turn off call forwarding?
Dial ##61# on the phone that had forwarding enabled and press call. Forwarding is removed immediately and your number works exactly as before.
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