Call Forwarding for Small Business: A Complete Guide
Everything Canadian small businesses need to know about call forwarding — types, carrier setup, and how to forward to an AI receptionist.
Call forwarding is one of the most powerful yet underused features available to small businesses. It lets you route calls to any phone number — your cell, a team member, or an AI receptionist.
Here's everything you need to know about setting it up in Canada.
What Is Call Forwarding?
Call forwarding automatically redirects incoming calls from one phone number to another. Instead of ringing your office line, calls can go to your mobile phone, a colleague, or an answering service.
It's available from every major Canadian carrier and most VoIP providers, often for free or a small monthly fee.
Types of Call Forwarding
Unconditional Forwarding
All calls are forwarded immediately, regardless of whether your line is available. Your phone never rings — every call goes straight to the forwarding number. Best for: forwarding to an AI receptionist that should handle all calls.
Conditional Forwarding (No Answer)
Calls only forward if you don't answer within a set number of rings (usually 3-4). Your phone rings first, giving you a chance to answer. Best for: overflow calls when you're busy with a client.
Time-Based Forwarding
Calls forward only during specific hours (e.g., after 6pm and before 8am). Requires a VoIP system or carrier feature. Best for: after-hours coverage with an AI receptionist.
Busy Line Forwarding
Calls forward only when your line is busy (engaged). Best for: businesses that get multiple simultaneous calls but want to answer the first one themselves.
How to Set Up on Canadian Carriers
Here are the forwarding codes for major Canadian carriers:
Activate: *72 + forwarding number. Deactivate: *73. Conditional: *92 + number (no answer), *90 + number (busy).
Activate: *72 + forwarding number. Deactivate: *73. Same conditional codes as Bell.
Activate: *72 + forwarding number. Deactivate: *73. Conditional forwarding available through My TELUS app.
Activate: *72 + forwarding number. Deactivate: *73. Manage through Fido My Account.
Forwarding to an AI Receptionist
The most powerful use of call forwarding is routing calls to an AI receptionist like Aria. Set up conditional forwarding so calls you can't answer go directly to Aria instead of voicemail.
Aria answers within 1 second, handles the call professionally, and sends you a summary. No more lost calls, no more voicemail anxiety.