Forwarding Calls To Your Hooroo AI Agent
To ensure your Hooroo.ai agent can answer calls when you're unavailable, you'll need to set up call forwarding on your main business phone number.
How Call Forwarding Works
Call forwarding allows you to redirect incoming calls from your primary business number to your Hooroo.ai agent's number.
Your customers continue to dial your regular business number – they don't need to know about your Hooroo.ai number and you have to redo all of your marketing materials.
This means that you can still answer calls normally when you're available, but if you miss a call, or you're on another call, it automatically forwards to your AI agent.
For most telcos/phone system providers, you're able to forward calls based on any of the following conditions:
Missed calls
Unreachable/phone switched off
Busy/on another call
All calls
Mobile phone forwarding
While some mobile forwarding methods will work regardless of carrier, each phone carrier will also have different options for setting up call forwarding that are specific to that carrier.
Note on prepaid plans
If you’re on a prepaid plan, you will need to ensure you have "pay as you go" (PAYG) credit on your account. This is different credit to whatever your monthly plan might be. For example, even if you pay $29/month for X calls/data, there is typically a separate pool of credit that gets used for call forwarding that is separate. Sometimes your monthly plan may also inlclude some PAYG credit included, but often not, in which case you’ll need to add some additional funds which are used specifically for call forwarding. You can usually do this in your carrier's online portal and/or app (or wherever you usually add new credit to your account).
Option 1: Setup via mobile dial pad (same for all carriers)
Open your mobile phone dial pad (where you would dial someone's number to call them).
Dial:
**[ForwardingCode]*[YourHoorooPhoneNumberWithAreaCode]*10#(forwarding codes explained below).Press call.
Example - forward missed calls only:
If your Hooroo phone number is 02 3820 7757, and you want to forward missed calls only, you would open you dial pad and enter:
**61*0238207757*10#
Then press dial. You should see a confirmation message on your screen. At this point, you're good to go!
Forwarding codes:
The forwarding code is the "condition" you want to use to forward calls. For example, all calls, missed calls, etc. Here are the forwarding codes you can substitute in:
All calls (phone will not ring before forwarding)
21
Missed calls
61
Unreachable (e.g. no service)
62
Busy/on another call
67
How to restore call forwarding to voicemail (carrier dependent)
Telstra
**004*101#
Optus
**004*123#
Aldi Mobile
**004*101#
Vodafone
**004*+61414121000#
Remove all forwarding rules (including voicemail)
Dial ##002#.
This will remove all forwarding including voicemail.
Troubleshooting mobile call forwarding via dial pad
In cases where call forwarding from your mobile dial pad hasn't worked, some Hooroo users have experienced success doing the following:
First, clear all existing forwarding rules by dialing
##002#, then dialing##004.Next, set up forwarding by dialling any one of the following:
**61*[YourHoorooNumber]*11#OR
**61*[YourHoorooNumber]*15#OR
**61*[YourHoorooNumber]*20#
Note that these are changing the "number of seconds to wait before diverting" code at the end. For some reason, this variation has proven effective for users experiencing issues.
Option 2: Setup via mobile carrier portal/app (carrier dependent)
Most mobile carriers (e.g. Telstra, Optus etc.) will have either an app or an online portal where you can set up call forwarding for your mobile service. To set this up, we recommend following the documentation provided your phone carrier.
Telstra
At this time Telstra does not provide an option to forward calls via app or portal. Please refer to the forwarding via dial pad method above.
Option 3: Setup via mobile handset (handset dependent)
iPhone
Go to Settings > Apps > Phone.
Tap Call Forwarding, then turn on Call Forwarding.
The Call Forwarding icon appears in the status bar when call forwarding is on.
On models with Dual SIM, choose a line.
Tap Forward To, enter the number you want to redirect to, then tap Back.
Source: https://support.apple.com/en-gb/guide/iphone/iphe9bdd027a/ios
When forwarding via iPhone handset, it is only possible to set up forwarding for all calls unconditionally. This means you will not be able to forward only missed calls, only calls where you're busy etc.
Android
Open Settings on your Android.
Scroll down and select Call Settings, or type Call Settings into the search bar and select it.
Select Call forwarding.
Choose one of the four options available:
Always forward: All calls are routed to the given number.
When busy: If you just want to redirect calls when you're busy.
When unanswered: Only forwards when you don't answer the phone.
When unreached: If your phone has no reception, is in airplane mode, or has been switched off.
Type the phone number to which you want your calls forwarded.
To confirm, tap Turn on.
Source: https://support.google.com/android/thread/143416043/how-to-forward-calls-on-android?hl=en
Landline phone forwarding (carrier dependent)
Each landline provider has a different method and set of codes to set up call fowarding, so we recommend following the provided documentation from your landline carrier. Below links provided for Telstra and Optus.
Phone system forwarding (system dependent)
If you're using a dedicated phone system provider (e.g. 3CX), we recommend following the documentation provided by them to set up forwarding. This is typically done via an admin portal you will have access to with your phone system.
Last updated