In onboarding you receive a Secretary number for your AI to answer. This guide is about pointing your existing mobile or landline at that number using your carrier and phone settings, so customers still dial the digits they know while Secretary Builder takes the call when you choose.
What the forwarding options mean
Carriers and phones use different labels, but most setups boil down to the same ideas. For “I answer when I can, the AI line catches the rest,” you usually set no answer to your Secretary number, often together with busy and unreachable so callers still reach the AI if you are on another call or offline.
- Immediate (always forward): every call goes straight to the destination. Your phone often does not ring. Fine for planned full diversion; it is not the same as “only when I miss it.”
- When busy: forwards when you are already on a call.
- When unanswered / no answer: your phone rings first, then the call is sent to the forwarding number after a delay. This is the usual match for sending missed calls to your AI phone service.
- When unreachable: used when the handset is off, in flight mode, or has no signal (exact rules depend on the network).
Always test with a second phone after you change forwarding. Charges and availability depend on your plan and provider.
iPhone
Apple documents unconditional forwarding in Settings (every call goes to the number you choose). For missed-call-only or busy rules, many carriers rely on their own tools or short codes, not the simple Settings switch. If you need ring-first behaviour, check your carrier. Use your Secretary number (full international format, e.g. +61…) as the destination.
- Open the Settings app.
- Scroll to Apps, then tap Phone.
- Tap Call Forwarding and turn it on.
- On Dual SIM models, choose the line to forward if prompted.
- Tap Forward To, then enter your Secretary number.
- Tap Back to save. A forwarding indicator can appear in the status bar while this is on.
Paraphrased from Apple's iPhone User Guide. Unconditional forwarding requires GSM-style service in Apple's documentation; if you are on CDMA, ask your carrier.
Android
Open the Phone app, use the menu to reach Settings, then find Call forwarding. On Google Pixel you may go through Calling accounts and your SIM; on Samsung, look for Supplementary services or similar. Choose When unanswered (or the closest wording) and set the destination to your Secretary number.
- Open the Phone app.
- Tap the three-dot menu (or More), then Settings.
- Open Calling accounts or Supplementary services (wording varies), choose your SIM if asked.
- Tap Call forwarding.
- Select Forward when unanswered (or equivalent).
- Enter your Secretary number, then confirm or enable.
If the menu is missing, your carrier may offer forwarding through dial codes or their app.
Landline: Telstra
Home products differ by network and retailer. Always confirm the exact sequence and fees on your current bill or provider help before you point traffic at your Secretary number. You will enter that number the same way you would enter any other Australian or international destination the guide allows.
Telstra home phone (per Telstra support)
Pick up the handset, wait for a dial tone, then follow the steps for the mode you need. When Telstra list a hash symbol, press the hash key on your phone after the digits. For each mode, enter your Secretary number in full, including the leading 0 for Australian numbers or + country code as your service requires. Listen for the confirmation Telstra describe on their page for your product.
All calls (immediate)
- Ensure dial tone, then dial *21 (the star key, then 2, then 1).
- Enter the full number to forward to (your Secretary number), digit by digit, then press the hash key (#) to complete the string.
- Wait for confirmation from the network, then test from another line.
To turn this mode off when Telstra list it, dial #21# and wait for confirmation, as on their help page.
When the line is busy
- With dial tone, dial *24 (star, two, four).
- Enter the full destination number, then press # to end the string. Use your Secretary number if you want busy calls to reach the AI line.
- Wait for network confirmation, then test with two lines.
To turn off, dial #24# (hash, two, four, hash) as Telstra document, then test again.
When the call is not answered
- With dial tone, dial *61 (star, six, one).
- Key in the full Secretary number, then press #. Your home phone should ring first, then send unanswered calls to the AI line.
- Wait for confirmation, then test from another phone and let the line ring out.
To turn off, use #61# as Telstra document for that type of forwarding.
The official steps and any limits are on Telstra: Set up call forwarding on home phone. Your plan or equipment can change which features apply.
Landline: Optus
If your fixed line is with Optus, set diversions as below. As with any carrier, check costs and conditions on your bill or the Optus help page before you send calls to your Secretary number.
Optus home phone (per Optus support)
Eligible services can set up, remove, or check diversions in My Account or from the handset. Use your Secretary number as the diversion target where a number is required.
From My Account
- Log in to My Account.
- Select your home phone service.
- Open the Settings tab.
- Choose Voicemail & Diversions.
- From there you can turn voicemail on or off, change which calls are diverted (none, selected, or all), change where they go (for example when there is no reply or when the line is busy), and divert to another number.
From the handset: turn diversion on
- Wait for a dial tone.
- Dial *78.
- Enter the full phone number to divert to, including the area code for fixed-line numbers as Optus require.
- Listen for two short beeps, which confirm the diversion is active.
From the handset: turn diversion off
- Wait for a dial tone.
- Dial #78.
- Listen for two short beeps, which confirm the diversion is removed.
Full details, costs, and related links are in Optus: Manage home phone call diversions.