How to Forward Your Phone Number to Vervox

Before you start, decide which forwarding mode suits your workflow:

• Unconditional forwarding (all calls) — every incoming call goes straight to Vervox. You never hear your phone ring. Best for: after-hours coverage, full-time AI answering, or when you want the AI to handle 100% of calls.
• Conditional forwarding (unanswered / busy / unreachable) — your phone rings first. If you don't answer within a set number of rings (typically 15–30 seconds), the call forwards to Vervox. Best for: catching calls you miss while on a job, in a meeting, or when your phone has no signal.

Most Vervox customers use conditional forwarding so they can still answer calls themselves when available, with the AI as a safety net.

You need your Vervox phone number to set up forwarding. Find it in one of these places:

• The welcome email you received after signing up.
• Dashboard → Settings → Phone Number in your Vervox account.
• The onboarding wizard if you haven't completed setup yet.

Your Vervox number looks like a regular Australian number (e.g. 03 XXXX XXXX or 04XX XXX XXX). Write it down — you will enter it in the next steps.

Unconditional (all calls):

• Open your phone dialler and type **21*[Vervox number]# then press call.
• Example: **21*0398765432#
• You will hear a confirmation tone or see a success message.
• To cancel: dial ##21# and press call.

Conditional (no answer after ~15 seconds):

• Dial **61*[Vervox number]# then press call.
• To cancel: dial ##61#

Conditional (when busy):

• Dial **67*[Vervox number]# then press call.
• To cancel: dial ##67#

Conditional (when unreachable / no signal):

• Dial **62*[Vervox number]# then press call.
• To cancel: dial ##62#

Tip: For the best coverage, set up all three conditional codes (no answer + busy + unreachable) so no call slips through.

You can also manage forwarding via the My Telstra app → Services → Call forwarding.

Unconditional (all calls):

• Dial *21*[Vervox number]# then press call.
• To cancel: dial #21#

Conditional (no answer):

• Dial *61*[Vervox number]# then press call.
• To cancel: dial #61#

Conditional (when busy):

• Dial *67*[Vervox number]# then press call.
• To cancel: dial #67#

Conditional (when unreachable):

• Dial *62*[Vervox number]# then press call.
• To cancel: dial #62#

You can also manage this in the My Optus app → My services → Call divert.

Unconditional (all calls):

• Dial **21*[Vervox number]# then press call.
• To cancel: dial ##21#

Conditional (no answer):

• Dial **61*[Vervox number]# then press call.
• To cancel: dial ##61#

Conditional (when busy):

• Dial **67*[Vervox number]# then press call.
• To cancel: dial ##67#

Conditional (when unreachable):

• Dial **62*[Vervox number]# then press call.
• To cancel: dial ##62#

Manage it via My Vodafone app → Services → Call divert as well.

Most Australian MVNOs (mobile virtual network operators) run on the Telstra, Optus, or Vodafone network and use the same dialler codes:

• Boost Mobile, Woolworths Mobile, Belong — use Telstra codes (see Step 3).
• Amaysim, Moose Mobile, Dodo Mobile — use Optus codes (see Step 4).
• TPG, iiNet, Lebara, Felix — use Vodafone codes (see Step 5).

If you are unsure which network your carrier uses, check your carrier's website or contact their support team.

If you prefer not to use dialler codes, iPhone has a built-in call forwarding setting:

• Open Settings → Phone → Call Forwarding.
• Toggle Call Forwarding on.
• Tap Forward To and enter your Vervox number.

Important: This method only supports unconditional forwarding (all calls). For conditional forwarding on iPhone, use the dialler codes from your carrier's step above.

Note: On some carriers, the Settings → Call Forwarding option may not appear. In that case, use the dialler codes instead.

Android phones have more granular forwarding options built in:

• Open Phone app → ⋮ menu (three dots) → Settings → Call settings → Call forwarding.
• You will see four options:
  • Always forward — unconditional, all calls go to Vervox.
  • Forward when busy — when you are on another call.
  • Forward when unanswered — after a set number of rings.
  • Forward when unreachable — no signal or phone off.
• Tap the option you want, enter your Vervox number, and tap Enable or Turn on.

Tip: The exact path varies slightly between Samsung, Google Pixel, and other Android brands. If you cannot find it, search "Call forwarding" in your phone's Settings search bar.

Telstra landline:

• Unconditional: pick up the handset, dial *21[Vervox number]#, wait for confirmation tone.
• No answer: *61[Vervox number]#
• When busy: *67[Vervox number]#
• To cancel all: #21#

Optus landline:

• Unconditional: *72[Vervox number] then press call. Wait for confirmation.
• To cancel: *73

VoIP / PBX systems (e.g. 8x8, RingCentral, 3CX, Vonage):

• Log into your VoIP admin portal.
• Navigate to call routing or forwarding rules.
• Add your Vervox number as the forwarding destination.
• Set conditions: "when unanswered after X seconds" or "always".

If you have an office receptionist and want Vervox as backup, set forwarding to activate after 4–5 rings (20–25 seconds) so your receptionist gets first chance to answer.

Already using Vervox and need to change your forwarding setup? Common scenarios:

• Switching from unconditional to conditional: First cancel the existing forwarding (##21# on most carriers), then set up the conditional codes (no answer + busy + unreachable) as described in your carrier's step.
• Changed your mobile number: Cancel forwarding on the old number, then set up forwarding on the new number using the same Vervox destination.
• Switching carriers: Porting your number to a new carrier usually preserves forwarding settings, but it is best to re-apply the forwarding codes after the port completes (allow 24 hours after porting).
• Adding a second number: You can forward multiple phone numbers to the same Vervox number. Just set up forwarding on each number individually.
• Temporarily disabling Vervox: Cancel forwarding using the cancellation codes from your carrier's step. Your Vervox account stays active — just re-enable forwarding when you are ready.

After setting up forwarding, verify it works:

1. Ask someone else to call your number (not your own phone — some carriers don't forward calls to yourself). A friend, family member, or another team member works.
2. If you set up unconditional forwarding, the call should go straight to Vervox without your phone ringing.
3. If you set up conditional forwarding, let your phone ring without answering. After 15–30 seconds, the call should forward to Vervox.
4. After the test call completes, check your Vervox dashboard → Leadsto confirm the call was captured.
5. Also test the busy scenario: call someone from your phone (keeping the line busy), then have the test caller ring your number.

Forwarding not activating (error tone when dialling codes):

• Ensure you include the full number with area code (e.g. 0398765432 not 98765432).
• Do not include spaces, dashes, or the country code (+61) in the dialler codes.
• Some carriers require you to be on mobile data or have active credit (prepaid).
• Try using the carrier app or website instead of dialler codes.

Calls still going to voicemail instead of Vervox:

• Your carrier's voicemail may be intercepting calls before the forwarding kicks in. You may need to disable voicemail first:
  • Telstra: dial 101 457 then follow prompts to deactivate.
  • Optus: dial 321 then follow prompts.
  • Vodafone: dial 121 then follow prompts.
• Alternatively, increase the ring time before voicemail picks up (so forwarding activates first). Contact your carrier to extend the ring time to 30 seconds.

Forwarding works but caller hears a long delay:

• This is normal for conditional forwarding — the call rings your phone first, then redirects. Reduce the ring time to 15 seconds to minimise the wait.
• If using unconditional forwarding and still experiencing delay, it may be network congestion. This typically resolves itself.

Getting charged extra for forwarded calls:

• Most Australian carriers include call forwarding at no extra charge for calls forwarded to local/national numbers. If your Vervox number is an Australian number, standard call rates apply.
• Check with your carrier if you are on a prepaid or legacy plan — some older plans charge per-forwarded-call.

Still stuck? Contact our support team and we will walk you through it.