Forwarding your business phone to OfficeHQ’s reception team

Business Tips | Call Forwarding | Live Call Answering

When you sign up to an OfficeHQ virtual reception service, you’ll be allocated a unique phone number. To ensure our receptionists can answer your calls, you need to enable call forwarding to your allocated number.

Table of contents

Who manages your call forwarding

Setting up call forwarding from your existing business number must be handled by you. We are unable to manage this on your behalf.

The method for setting up call forwarding also differs depending on a couple of things:

  1. Who your telecommunications provider is
  2. When you need OfficeHQ to answer your calls
    • Immediately (the most preferred option)
    • Only if they are not answered within a certain timeframe
    • Only if there’s a busy signal

On this page we’ve included call forwarding instructions for popular telcos, however recommend that you double-check the settings with your provider in case they’ve changed their processes.

Types of call forwarding

Immediate call forwarding

When someone calls your business phone number, the call is forwarded straight away to your virtual receptionists.

Having calls forwarded immediately is typically the best solution for most businesses.

After-hours answering only

If you want to continue answering calls in-house during the day, but have after-hours calls answered by OfficeHQ’s virtual receptionists, you can simply:

  1. Turn on call forwarding at the start of every business day
  2. Turn off call forwarding at the end of every business day

Delayed call forwarding

When a call comes in on your business number, you or your team will have the opportunity to answer before it’s forwarded to your virtual receptionists.

This is used by businesses wanting a call overflow solution. That is, only having virtual receptionists answer if their in-house team members are too busy to answer, can’t get to the phone for any other reason or are already on another call.

“No answer” forwarding

Call forwarding will occur only if the call is not answered within a certain timeframe. Typically this would be between 5 seconds and 30 seconds, depending on your telecommunications provider and your settings.

“Busy signal” forwarding

Call forwarding will occur only if your line is already busy.

Call forwarding for fixed-line telephones

Telstra landline

Telstra Landline Forwarding

Set up call forwarding to your OfficeHQ number directly from your handset.
Replace [OfficeHQ number] below with the unique 10-digit number (including area code) provided to you by OfficeHQ.

Forwarding type How to set up To disable
Forward all calls
  1. Lift the receiver and wait for the dial tone
  2. Press *21*[OfficeHQ number]# then press Call
 #21# then press Call
No-answer forwarding By default this happens after 20 seconds.
  1. Lift the receiver and wait for the dial tone
  2. Press *61*[OfficeHQ number]# then press Call
Tip: you can set how many seconds your phone rings before it diverts. Press *61*[OfficeHQ number]**[seconds]# then Call, e.g. 15 seconds for a shorter wait. 		#61# then press Call
Busy signal forwarding When your line is engaged.
  1. Lift the receiver and wait for the dial tone
  2. Press *24*[OfficeHQ number]# then press Call
 #24# then press Call
Forward all calls
How to set up
  1. Lift the receiver and wait for the dial tone
  2. Press *21*[OfficeHQ number]# then press Call
To disable
#21# then press Call
No-answer forwarding
How to set up
  1. Lift the receiver and wait for the dial tone
  2. Press *61*[OfficeHQ number]# then press Call
Tip: To set how many seconds your phone rings before it diverts. Enter *61*[OfficeHQ number]**[seconds]# then Call, e.g. replace with 15 for 15 seconds wait.
To disable
#61# then press Call
Busy signal forwarding
How to set up
  1. Lift the receiver and wait for the dial tone
  2. Press *24*[OfficeHQ number]# then press Call
To disable
#24# then press Call

Optus landline

Optus Landline Forwarding

Set up call forwarding to your OfficeHQ number directly from your handset.
Replace [OfficeHQ number] below with the unique 10-digit number (including area code) provided to you by OfficeHQ.

Optus Business Line

For business lines with 1–5 employees.

Forwarding type How to set up To disable
Forward all calls
  1. Lift the receiver and wait for the dial tone
  2. Press *78[OfficeHQ number]
  3. Listen for 2 short beeps to confirm forwarding is active
  4. Replace the receiver
  1. Lift the receiver and wait for the dial tone
  2. Press #78
  3. Listen for 2 short beeps to confirm removal
  4. Replace the receiver
Forward all calls
How to set up
  1. Lift the receiver and wait for the dial tone
  2. Press *78[OfficeHQ number]
  3. Listen for 2 short beeps to confirm forwarding is active
  4. Replace the receiver
To disable
  1. Lift the receiver and wait for the dial tone
  2. Press #78
  3. Listen for 2 short beeps to confirm removal
  4. Replace the receiver

Optus Directline

For Directline services with 6–300 employees.

Forwarding type How to set up To disable
Forward all calls *91[OfficeHQ number]# #91#
No-answer forwarding *93[OfficeHQ number]# #93#
Busy signal forwarding *92[OfficeHQ number]# #92#
Forward all calls
How to set up
*91[OfficeHQ number]#
To disable
#91#
No-answer forwarding
How to set up
*93[OfficeHQ number]#
To disable
#93#
Busy signal forwarding
How to set up
*92[OfficeHQ number]#
To disable
#92#
The 10-digit number (with area code) is unique to your account and provided by OfficeHQ when you sign up. If you’re unsure of yours, check your welcome email or client portal.

Call forwarding for mobile phones

You can change call forwarding via the settings menu on your phone, or you can try using codes.

Specific code instructions for Telstra, Optus and Vodafone mobiles have been included below. For other mobile telephone providers, you can try the following or contact your provider directly.

Call forwarding codes

Forwarding type Activation code Cancel code
Forward all calls *21*[OfficeHQ number]# On iPhone and some Android phones, a forwarding number set in your phone’s own Settings app can override this code. Check Settings > Phone > Call Forwarding (or your phone’s equivalent) is switched off before using the code above. #21#
No-answer forwarding See ring-time tip below. *61*[OfficeHQ number]# #61#
Unreachable / out of coverage *62*[OfficeHQ number]# #62#
Busy signal forwarding *67*[OfficeHQ number]# #67#
For no-answer forwarding, you can set how long your phone rings before the call forwards: *61*[OfficeHQ number]**[seconds]# then Send. The ring time can only be set between 5 and 30 seconds, in increments of 5, and must be entered in double figures (05, 10, 15, 20, 25 or 30).
Forward all calls
Activation code
*21*[OfficeHQ number]# On iPhone and some Android phones, a forwarding number set in your phone’s own Settings app can override this code. Check Settings > Phone > Call Forwarding (or your phone’s equivalent) is switched off before using the code above.
Cancel code
#21#
No-answer forwarding
Activation code
*61*[OfficeHQ number]# See ring-time tip below.
Cancel code
#61#
Unreachable / out of coverage
Activation code
*62*[OfficeHQ number]#
Cancel code
#62#
Busy signal forwarding
Activation code
*67*[OfficeHQ number]#
Cancel code
#67#
For no-answer forwarding, you can set how long your phone rings before the call forwards: *61*[OfficeHQ number]**[seconds]# then Send. The ring time can only be set between 5 and 30 seconds, in increments of 5, and must be entered in double figures (05, 10, 15, 20, 25 or 30).
The 10-digit number (with area code) is unique to your account and provided by OfficeHQ when you sign up. If you’re unsure of yours, check your welcome email or contact your account manager.

Telstra mobile

Telstra Mobile Forwarding

Set up call forwarding to your OfficeHQ number directly from your handset.
Replace [OfficeHQ number] below with the unique 10-digit number (including area code) provided to you by OfficeHQ.

Forwarding type How to set up To disable
Forward all calls
  1. Open the dialpad on your mobile
  2. Enter **21*[OfficeHQ number]*05#
  3. Press Call or Send
 ##21# then press Call
No-answer forwarding Default is 10 seconds.
  1. Open the dialpad on your mobile
  2. Enter **61*[OfficeHQ number]*10#
  3. Press Call or Send
 ##61# then press Call
Busy signal forwarding When your line is busy.
  1. Open the dialpad on your mobile
  2. Enter **67*[OfficeHQ number]*05#
  3. Press Call or Send
 ##67# then press Call
No-coverage forwarding When you’re out of the coverage area.
  1. Open the dialpad on your mobile
  2. Enter **62*[OfficeHQ number]*05#
  3. Press Call or Send
 ##62# then press Call
Forward all calls
How to set up
  1. Open the dialpad on your mobile
  2. Enter **21*[OfficeHQ number]*05#
  3. Press Call or Send
To disable
##21# then press Call
No-answer forwarding
How to set up
  1. Open the dialpad on your mobile
  2. Enter **61*[OfficeHQ number]*10#
  3. Press Call or Send
Default is 10 seconds.
To disable
##61# then press Call
Busy signal forwarding
How to set up
  1. Open the dialpad on your mobile
  2. Enter **67*[OfficeHQ number]*05#
  3. Press Call or Send
When your line is busy.
To disable
##67# then press Call
No-coverage forwarding
How to set up
  1. Open the dialpad on your mobile
  2. Enter **62*[OfficeHQ number]*05#
  3. Press Call or Send
When you’re out of the coverage area.
To disable
##62# then press Call

Optus mobile

Optus Mobile Forwarding

Set up call forwarding to your OfficeHQ number directly from your handset.
Replace [OfficeHQ number] below with the unique 10-digit number (including area code) provided to you by OfficeHQ.

Forwarding type How to set up To disable
Forward all calls
  1. Open the dialpad on your mobile
  2. Enter **21*[OfficeHQ number]*05#
  3. Press Call or Send
 ##21# then press Call or Send
No-answer forwarding Default is 10 seconds.
  1. Open the dialpad on your mobile
  2. Enter **61*[OfficeHQ number]*10#
  3. Press Call or Send
 ##61# then press Call or Send
Busy signal forwarding When your line is busy.
  1. Open the dialpad on your mobile
  2. Enter **67*[OfficeHQ number]*05#
  3. Press Call or Send
 ##67# then press Call or Send
No-coverage forwarding When you’re out of the coverage area.
  1. Open the dialpad on your mobile
  2. Enter **62*[OfficeHQ number]*05#
  3. Press Call or Send
 ##62# then press Call or Send
Forward all calls
How to set up
  1. Open the dialpad on your mobile
  2. Enter **21*[OfficeHQ number]*05#
  3. Press Call or Send
To disable
##21# then press Call or Send
No-answer forwarding
How to set up
  1. Open the dialpad on your mobile
  2. Enter **61*[OfficeHQ number]*10#
  3. Press Call or Send
Default is 10 seconds.
To disable
##61# then press Call or Send
Busy signal forwarding
How to set up
  1. Open the dialpad on your mobile
  2. Enter **67*[OfficeHQ number]*05#
  3. Press Call or Send
When your line is busy.
To disable
##67# then press Call or Send
No-coverage forwarding
How to set up
  1. Open the dialpad on your mobile
  2. Enter **62*[OfficeHQ number]*05#
  3. Press Call or Send
When you’re out of the coverage area.
To disable
##62# then press Call or Send
The 10-digit number (with area code) is unique to your account and provided by OfficeHQ when you sign up. If you’re unsure of yours, check your welcome email or client portal.

Vodafone mobile

Vodafone Mobile Forwarding

Set up call forwarding to your OfficeHQ number directly from your handset.
Replace [OfficeHQ number] below with the unique 10-digit number (including area code) provided to you by OfficeHQ.

Forwarding type How to set up To disable
Forward all calls
  1. Open the dialpad on your mobile
  2. Enter **21*[OfficeHQ number]#
  3. Press Call or Send
 ##21# then press Call
No-answer forwarding Default is 10 seconds.
  1. Open the dialpad on your mobile
  2. Enter **61*[OfficeHQ number]*10#
  3. Press Call or Send
 ##61# then press Call
Busy signal forwarding When your line is busy.
  1. Open the dialpad on your mobile
  2. Enter **67*[OfficeHQ number]#
  3. Press Call or Send
 ##67# then press Call
No-coverage forwarding When you’re out of the coverage area.
  1. Open the dialpad on your mobile
  2. Enter **62*[OfficeHQ number]#
  3. Press Call or Send
 ##62# then press Call
Forward all calls
How to set up
  1. Open the dialpad on your mobile
  2. Enter **21*[OfficeHQ number]#
  3. Press Call or Send
To disable
##21# then press Call
No-answer forwarding
How to set up
  1. Open the dialpad on your mobile
  2. Enter **61*[OfficeHQ number]*10#
  3. Press Call or Send
Default is 10 seconds.
To disable
##61# then press Call
Busy signal forwarding
How to set up
  1. Open the dialpad on your mobile
  2. Enter **67*[OfficeHQ number]#
  3. Press Call or Send
When your line is busy.
To disable
##67# then press Call
No-coverage forwarding
How to set up
  1. Open the dialpad on your mobile
  2. Enter **62*[OfficeHQ number]#
  3. Press Call or Send
When you’re out of the coverage area.
To disable
##62# then press Call
The 10-digit number (with area code) is unique to your account and provided by OfficeHQ when you sign up. If you’re unsure of yours, check your welcome email or client portal.

VoIP & Cloud call forwarding

VoIP and Cloud Phone Forwarding

If your business uses a VoIP or cloud-based phone system rather than a traditional Telstra, Optus, or Vodafone line, forwarding works a little differently. Instead of dialling a code from a handset, you’ll usually set it up through your provider’s online portal or admin dashboard.

How it generally works

1
Log in to your provider’s portal
Most VoIP and cloud phone providers manage call routing through a web-based dashboard rather than handset codes. Look for a “call forwarding,” “call routing,” or “diversion” setting.
2
Add your OfficeHQ number as the destination
Enter the unique 10-digit number (including area code) provided to you by OfficeHQ as the forwarding destination.
3
Choose your forwarding conditions
Most portals let you set forwarding for all calls, no answer, busy, or unreachable, similar to a mobile or landline, but configured with toggles rather than codes.

Before you set it up

  • Every VoIP and cloud phone system is different, so the steps and wording may vary.
  • If your system is managed by an IT provider or reseller, they may need to set up the forwarding for you.
  • Some systems apply forwarding to each user or extension, so make sure you are updating the right line.
  • If you cannot find the setting, contact your provider’s support team. Call forwarding is a common request.

Further support

If your provider isn’t listed above, use the general instructions, check your provider’s support portal, or contact your provider’s support team. Still stuck? Contact OfficeHQ support and we’ll help you get set up.

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