Call Forwarding for Small Business: How to Never Miss Another Important Call

Definition: What is Call Forwarding?

Call forwarding is a telephony feature that automatically redirects incoming calls from one phone number to another. For small businesses, call forwarding ensures you never miss an important customer call—whether you're on a job site, in a meeting, or simply away from your desk.

Key characteristics of call forwarding:

• Automatically routes calls to another number
• Works with mobile phones, landlines, or virtual phone numbers
• Can be conditional (busy, no answer) or unconditional (always forward)
• Enables remote working and flexible business operations
• Ensures customers always reach someone, not voicemail

Modern call forwarding goes far beyond simple redirection. When combined with a virtual phone number, it becomes a powerful business tool with intelligent routing, professional greetings, and 24/7 availability.

The Problem: Missing Calls While Working

Picture this: You're an electrician rewiring a kitchen. Your phone rings. It's a commercial contract worth £8,000. You can't answer. The customer calls your competitor instead.

The statistics are sobering:

• Small businesses miss up to 62% of incoming calls (411 Locals study)
• 80% of callers who reach voicemail don't leave a message (Forbes)
• 85% of callers who don't get through won't call back—they contact a competitor instead (Phone2.io research)
• The average missed call costs £1,000-£10,000 depending on industry

Call forwarding solves this problem by ensuring every call reaches someone—or something—that can help. Whether that's your mobile phone, a colleague, or an automated virtual phone number system.

How Call Forwarding Works

Understanding how call forwarding works helps you set it up effectively for your business:

Basic Call Forwarding Types

1. Unconditional Call Forwarding All calls are immediately forwarded to another number, regardless of whether your phone is available. Best for when you're completely unavailable or want all calls handled elsewhere.

2. Call Forwarding When Busy Calls are only forwarded when your line is engaged. Ensures no call goes to voicemail just because you're on another call.

3. Call Forwarding When Unanswered Calls forward after a set number of rings if you don't answer. Gives you time to answer but provides a backup.

4. Call Forwarding When Unreachable Forwards calls when your phone is off or out of signal range. Essential for tradespeople working in basements, tunnels, or rural areas.

Intelligent Call Forwarding

Modern call forwarding services, especially those built into virtual phone number systems, offer intelligent routing:

• Time-based routing: Forward to different numbers based on time of day
• Round-robin routing: Distribute calls across team members
• Skills-based routing: Route to the person best suited to handle the enquiry
• Priority routing: VIP customers get routed differently
• Geographic routing: Forward based on caller location

How to Set Up Call Forwarding: Step-by-Step Guide

Method 1: Mobile Phone Call Forwarding

iPhone Call Forwarding:

1. Go to Settings > Phone > Call Forwarding
2. Toggle Call Forwarding ON
3. Enter the number you want to forward calls to
4. Wait for confirmation (may take a few seconds)

Android Call Forwarding:

1. Open the Phone app
2. Tap the three dots (menu) > Settings
3. Select Calls > Call Forwarding
4. Choose the forwarding type (Always forward, When busy, etc.)
5. Enter the destination number

Limitations of mobile call forwarding:

• Basic forwarding only (no intelligent routing)
• Can't answer calls professionally
• No IVR menus or automated greetings
• No message capture if destination doesn't answer
• You're still the fallback—no true 24/7 coverage

Method 2: Landline Call Forwarding

Most UK landline providers offer call forwarding via divert codes:

BT Call Divert:

• Activate: Dial *21*[destination number]#
• Deactivate: Dial #21#
• Check status: Dial *#21#

Call Forwarding When Busy:

• Activate: Dial *67*[destination number]#
• Deactivate: Dial #67#

Limitations:

• Requires manual activation/deactivation
• No intelligent routing
• May incur additional charges
• No professional greetings or IVR

Method 3: Virtual Phone Number with Call Forwarding (Recommended)

A virtual phone number UK service provides the most powerful call forwarding solution for small businesses:

Step 1: Choose Your Virtual Phone Number

• Select a UK number (+44)
• Choose a local or national number
• Consider a memorable number for marketing

Step 2: Set Up Your Call Flow

• Create a professional greeting
• Configure IVR options (Press 1 for sales, 2 for support)
• Set up call forwarding rules

Step 3: Configure Call Forwarding Rules

• Add your mobile number for urgent calls
• Set up time-based routing (business hours vs after-hours)
• Configure fallback options (voicemail, automated response)

Step 4: Test Your Setup

• Call your virtual phone number
• Verify the greeting plays correctly
• Test each forwarding rule

Advantages of virtual phone number call forwarding:

• ✅ Professional automated greetings
• ✅ IVR system for call routing
• ✅ Intelligent call forwarding based on rules
• ✅ 24/7 availability (automated answering)
• ✅ Message capture when unavailable
• ✅ No missed calls ever
• ✅ Analytics and call tracking
• ✅ Customer service automation

Call Forwarding Best Practices for Small Business

1. Use Time-Based Routing

Set up different call forwarding rules for different times:

Time Period	Forwarding Rule
Business hours (9am-6pm)	Forward to mobile after 3 rings
Lunch (12pm-1pm)	Forward to colleague or automated system
After hours (6pm-9am)	Forward to virtual phone number for automated handling
Weekends	Forward to automated system with urgent escalation

2. Always Have a Fallback

Never let calls go nowhere. Your call forwarding chain should be:

1. Primary: Your mobile/desk phone
2. Secondary: Colleague or team member
3. Fallback: Automated virtual phone number system
4. Final: Professional voicemail with callback promise

3. Use Professional Greetings

Even with basic call forwarding, ensure your voicemail sounds professional:

Bad: "Hi, leave a message" Good: "Thank you for calling [Business Name]. We're currently helping other customers. Please leave your name, number, and a brief message, and we'll call you back within 2 hours."

With a virtual phone number, you get fully customisable professional greetings without relying on voicemail.

4. Track Your Missed Calls

Set up analytics to understand:

• How many calls are you receiving?
• How many are being forwarded?
• How many reach voicemail?
• What's your callback response time?

This data helps optimise your call forwarding setup.

5. Test Regularly

Call your own number weekly to verify:

• Greetings are playing correctly
• Call forwarding is working
• Voicemails are being delivered
• Team members are receiving forwarded calls

Call Forwarding vs Virtual Phone Number: Which Do You Need?

Feature	Basic Call Forwarding	Virtual Phone Number
Cost	Free-£10/month	£0-£50/month
Setup Complexity	Low	Low-Medium
Professional Greetings	No	Yes
IVR System	No	Yes
Intelligent Routing	No	Yes
24/7 Automated Answering	No	Yes
Customer Service Automation	No	Yes
Analytics	No	Yes
Message Capture	Basic voicemail	Full capture with details
Scalability	Limited	Unlimited

Recommendation: If you just need basic call forwarding for occasional use, your mobile phone's built-in feature may suffice. For any business that relies on phone calls for revenue, a virtual phone number with intelligent call forwarding pays for itself many times over.

Industry-Specific Call Forwarding Setups

Trades (Plumbers, Electricians, Builders)

Challenge: Can't answer while on a job site.

Recommended Setup:

• Virtual phone number answers all calls
• Professional greeting explains you're on a job
• Urgent calls forwarded to mobile with interruption
• Non-urgent calls captured with full details for callback
• After-hours calls handled automatically

ROI: One captured £5K job pays for years of service.

Healthcare (Therapists, Dentists, Private Clinics)

Challenge: Can't interrupt sessions to answer calls.

Recommended Setup:

• Virtual phone number with IVR system
• "Press 1 for appointments, 2 for existing patients"
• Urgent calls (emergencies) forwarded immediately
• Appointment requests captured automatically
• After-hours with emergency escalation rules

Compliance Note: Ensure your call forwarding setup complies with healthcare data protection requirements.

Legal (Solicitors, Lawyers)

Challenge: In court when important case enquiries come in.

Recommended Setup:

• Virtual phone number with professional legal greeting
• New enquiries captured with full details
• Existing client calls forwarded to mobile (silent notification)
• After-hours handling for urgent matters
• Full call logging for billing and compliance

Real Estate

Challenge: Showing properties when new enquiries come in.

Recommended Setup:

• Virtual phone number with property-specific IVR
• "Press 1 for [Property A], 2 for [Property B]"
• Buyer enquiries captured with viewing requests
• Urgent calls forwarded to mobile
• 24/7 availability (property searches happen evenings/weekends)

VoxBot: Intelligent Call Forwarding for Small Business

VoxBot is an AI call bot that provides intelligent call forwarding as part of a complete virtual phone number UK solution:

Smart Call Routing

VoxBot's call forwarding goes beyond basic redirection:

• Understands caller intent through AI
• Routes calls based on content, not just button presses
• Learns your preferences over time
• Prioritises high-value calls automatically

Professional Call Handling

Every call gets professional customer service:

• Custom greetings for your business
• IVR menus (Press 1 for...) or natural conversation
• Information capture (name, number, reason for call)
• Intelligent message taking

24/7 Availability

Never miss another call:

• Answers every call, even at 3am
• Handles routine enquiries automatically
• Forwards urgent matters to your mobile
• Captures leads while you sleep

Affordable Pricing

Call forwarding that pays for itself:

• From £0.14 per call
• No expensive hardware
• No receptionist salary (saves £25K/year)
• One captured call pays for years of service

The Real Math: ROI of Smart Call Forwarding

Basic Call Forwarding:

• Cost: Free-£10/month
• Missed calls still happen (busy, unreachable)
• No professional handling
• No lead capture

Virtual Phone Number with Call Forwarding:

• Cost: £0-£50/month
• Zero missed calls
• Professional handling
• Full lead capture
• Break-even: One captured call worth more than 1 month of service

Example ROI:

• Monthly cost: £50
• One missed call cost: £5,000 (average professional service enquiry)
• Calls per month: 50
• Previous missed calls: 31% (62% industry average reduced by half)
• Calls now captured: ~15 previously missed calls/month
• Potential revenue recovered: £75,000/month
• ROI: 150,000%

Call Forwarding FAQ

What is call forwarding?

Answer: Call forwarding is a feature that redirects incoming calls from one phone number to another. It ensures you never miss calls when you're busy, unavailable, or away from your phone. Modern call forwarding systems can route calls intelligently based on time of day, caller ID, and availability.

How do I set up call forwarding on my mobile?

Answer: On iPhone, go to Settings > Phone > Call Forwarding, toggle it on, and enter your destination number. On Android, open Phone app > Settings > Calls > Call Forwarding and choose your forwarding type. For business use, consider a virtual phone number with intelligent call forwarding for professional handling.

Is call forwarding free?

Answer: Basic call forwarding on mobile phones is typically free to set up, but you may pay call charges for forwarded calls. Landline call forwarding often has setup fees and per-minute charges. Virtual phone number services range from free to £50/month and include advanced features like IVR and professional greetings.

What's the difference between call forwarding and a virtual phone number?

Answer: Basic call forwarding simply redirects calls to another number. A virtual phone number is a complete business phone system that includes intelligent call forwarding plus professional greetings, IVR menus, customer service automation, analytics, and 24/7 availability. For business use, a virtual phone number UK service provides significantly more value.

Can I forward calls to multiple numbers?

Answer: Basic mobile call forwarding only supports one destination. Virtual phone number services support multiple destinations with ring groups (call multiple numbers simultaneously) or sequential dialling (try each number in order). This ensures someone always answers.

How does call forwarding work with IVR?

Answer: An IVR (Interactive Voice Response) system plays a menu to callers (Press 1 for sales...). Based on their selection, call forwarding routes the call to the appropriate person or department. This combination ensures calls reach the right person while providing professional customer service.

What happens if my forwarding destination doesn't answer?

Answer: With basic call forwarding, the call typically goes to voicemail on the forwarding destination. With a virtual phone number, you can set up multiple fallbacks—try mobile first, then colleague, then automated message capture. This ensures no call ever goes unanswered.

Is call forwarding good for small business?

Answer: Call forwarding is essential for any small business that relies on phone calls for revenue. Without it, you miss calls when busy, on another call, or unavailable. For best results, combine call forwarding with a virtual phone number for professional handling, 24/7 availability, and intelligent routing.

Ready to Never Miss a Call Again?

Set up intelligent call forwarding for your business today. With VoxBot's virtual phone number service, you get professional call handling, 24/7 availability, and smart routing—all for less than the cost of one missed call.

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Need help setting up call forwarding for your business? Our support team can help you configure the perfect setup for your industry and needs.