Call forwarding sends missed calls from your mobile to your SortScape AI receptionist, so every customer call gets answered — even when you're busy, don't pick up, or your phone is switched off.
You need to set up three types of conditional forwarding on your mobile phone:
Forward when no answer — you don't pick up in time
Forward when busy — you're already on another call
Forward when unreachable — your phone is off or has no signal
Before you begin
1. Find your AI receptionist number
Go to Settings → AI receptionist in SortScape. Your AI answering number is displayed at the top of the page. You'll need this number for the steps below.
2. Disable voicemail
If voicemail is active on your phone, it may answer the call before it gets forwarded to your AI receptionist. Disable voicemail first:
Telstra: Disable MessageBank in the My Telstra app, or call 132 200
Optus: Dial
#004#to deactivate voicemail diversions, or call 133 937Vodafone: Dial
##002#to cancel existing diversions, or call 1555
Set up on Android
Most Android phones let you configure conditional forwarding through the Phone app settings. If these steps don't match your phone, skip ahead to the Dial codes by carrier section below.
Open the Phone app from your home screen
Tap the ⋮ menu icon in the top-right corner and select Settings
Scroll down to Supplementary services (Samsung) or Calling accounts → your SIM (Pixel / stock Android)
Tap Call forwarding
For each of the three options — Forward when busy, Forward when unanswered, and Forward when unreachable — enter your AI receptionist number and tap Enable
Menu names vary by manufacturer. You can also use dial codes instead — see below.
Set up on iPhone
The iPhone's built-in Call Forwarding setting (under Settings → Phone) only forwards all calls, which isn't what you want — you only want to forward missed calls.
Instead, use dial codes. Open the Phone app and dial each code for your carrier from the section below, pressing Call after each one. You'll see a confirmation message when each code is activated.
Dial codes by carrier
Dial codes work on both Android and iPhone. Open your Phone app, dial each code below, and press Call. Replace [number] with your AI receptionist number (e.g. 0412345678).
Telstra (including Boost and Belong)
Important: Disable MessageBank first. Open the My Telstra app (or Boost app) and turn off MessageBank, otherwise voicemail will answer calls before they can be forwarded.
Forward when no answer:
**61*[number]*10#Forward when busy:
**67*[number]#Forward when unreachable:
**62*[number]#
Cancel all forwarding: ##002#
Optus (including Amaysim and Coles Mobile)
You can set up, remove or check call diversions in the My Optus app and My Account, or directly via your phone:
Forward when no answer:
*61*[number]#Forward when busy:
*67*[number]#Forward when unreachable:
*62*[number]#
Cancel all forwarding: ##002#
Vodafone (including TPG and Felix)
The best way to manage call forwarding is through My Vodafone.
You can also manage call forwarding by dialing these numbers:
Forward when no answer:
*61*[number]#Forward when busy:
*67*[number]#Forward when unreachable:
*62*[number]#
Cancel all forwarding: ##002#
Other carriers
Most Australian mobile carriers use standard GSM codes. Try the Optus/Vodafone codes above — they work on most networks. If they don't work, contact your carrier and ask them to help set up conditional call forwarding.
Test your setup
After setting up forwarding, test each scenario by calling your mobile from a different phone:
No answer: Call your mobile and let it ring without picking up. After a few rings, it should forward to your AI receptionist.
Busy: While on a call, have someone call your number from another phone. It should forward immediately.
Unreachable: Turn your phone to aeroplane mode and call your number. It should forward immediately.
Cancel call forwarding
To remove all call forwarding and return to normal, dial ##002# and press Call. This works on all Australian carriers.
Troubleshooting
Calls go to voicemail instead of my AI receptionist
Your voicemail is still active and intercepting calls before they can be forwarded. Disable voicemail with your carrier — see the “Before you begin” section above.
Dial code gives an error
Make sure you're including your full AI receptionist number in the code
Check you have mobile signal — dial codes need a network connection to activate
Some prepaid plans don't support call forwarding — check with your carrier
If using Telstra codes, make sure to use
**(double asterisk) at the start
Only some forwarding types are working
Each forwarding type (no answer, busy, unreachable) needs to be activated separately. Make sure you've dialled all three codes.
Forwarding takes too long to kick in
On Telstra, you can adjust how long the phone rings before forwarding by changing the number at the end of the no-answer code. For example, **61*[number]*15# sets a 15-second delay, while **61*[number]*5# forwards after just 5 seconds.