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Call Forwarding

Overview

Written By Anand Raj

Last updated 27 days ago

Call Forwarding is the simplest way to connect your existing business phone number to your Kickcall agent. Instead of changing your number or moving to a new phone system, you simply tell your current carrier or phone system to forward certain calls to the number Kickcall gives you — and your agent takes it from there.

This is often the fastest way to get started, especially if you're not ready to switch phone systems or don't have IT support on hand to configure something like SIP trunking.

There are a few different ways forwarding can be set up, depending on when you want calls handed over to your agent — always, only when you're busy, only when you don't answer, or only when your phone is unreachable.

How Call Forwarding works

Call forwarding happens entirely on your carrier's side — Kickcall doesn't need any access to your existing phone system. You set a forwarding rule with your carrier or PBX, pointing it to the number Kickcall provides you. When a call meets that rule's condition, your carrier automatically routes the call to Kickcall, and your agent answers exactly as if it were dialed directly.

Your original number stays exactly the same throughout — callers never see or need to know a different number exists.

Types of Call Forwarding

Most carriers support a few different forwarding conditions. You can use one, or combine several, depending on how you want calls handled:

Type

When calls forward

Unconditional (Always)

Every call goes straight to your agent, regardless of anything else.

Busy

Only when your line is already on another call.

No Answer

Only when a call isn't picked up after a set number of rings.

Unreachable

Only when your phone is switched off, out of signal, or otherwise unreachable.

Setting it up

Every carrier and phone system has a slightly different way of enabling call forwarding, but the process is generally the same:

  1. Get your forwarding number from Kickcall — found under Configure → Connect Phone → Get a Kickcall Number.

  2. Log in to your carrier's account portal, or your office phone system's admin settings.

  3. Locate the call forwarding settings — sometimes listed as "Call Routing" or "Call Diversion".

  4. Choose your forwarding condition (Always, Busy, No Answer, or Unreachable) and enter the number Kickcall gave you.

  5. Save your changes. Most carriers apply forwarding immediately, though some may take a few minutes.

Carrier guides

Don't see your carrier? Any provider with call forwarding works — the exact steps just vary by provider. Contact your Agency for help.

Frequently Asked Questions

Not really — this is usually just a few taps in your carrier's app or phone settings. If you get stuck, your Agency can walk you through it.

That depends on your carrier. Many include forwarding at no extra cost, while some — especially mobile carriers — may charge standard rates for forwarded minutes. Check with your provider if you're unsure.

Yes. You can forward every call, or only the ones your team misses, using conditions like No Answer, Busy, or Unreachable.

Your agent is built to handle calls reliably, but you can also set up a fallback — like voicemail or a backup number — for the rare case a call can't be completed.

Yes — Call Forwarding and SIP Connectivity are independent setup methods. You can move to SIP at any time as your needs grow, without losing your existing number.\

Virtually all mobile carriers, landline providers, and business phone systems support call forwarding, since it's a standard telecom feature. The exact steps just vary by provider.

Calls go straight to your main business line again and your staff must answer in person. The AI agent stops receiving calls until forwarding is re-enabled.

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