How to Set Up Call Forwarding in Australia
To set up call forwarding in Australia, dial **61*number# from your mobile and press call. Because Australian mobiles run on the GSM standard, the same code activates no-answer forwarding on Telstra, Optus, and Vodafone. Conditional forwarding rings your phone first and only redirects the calls you cannot answer, so you stay reachable while missed calls route to a backup, whether that is a business partner, an answering service, or an AI receptionist like Trillet, instead of dropping into voicemail. To add a ring delay before it diverts, append the seconds: **61*number**20# waits 20 seconds. The whole setup takes about 2 minutes and needs no special equipment, and this guide lists the exact mobile and landline codes for Telstra, Optus, and Vodafone.
The codes are standard GSM shortcodes, and the prefix tells the network what to do: ** sets a new divert, * reactivates a stored one, # turns a divert off, ## erases it, and *# checks the status. Mobile diverts use the double-asterisk form (**61*number#); fixed landlines use the single-asterisk carrier-specific form covered below.
What You Need Before Starting
Call forwarding works with most Australian mobile and landline services, but there are specific requirements and restrictions you need to know about.
- A post-paid mobile or business phone plan. Most prepaid plans don't support call forwarding. If you're on prepaid with Optus or Telstra, ring your carrier to confirm your plan allows conditional call forwarding. Vodafone prepaid, Kogan, Amaysim, and Felix don't support it.
- The phone number you want to forward calls to. This could be another mobile, a landline, a virtual receptionist service, or an AI answering service.
- 2 minutes to dial the forwarding code and test it. No special equipment or technical skills required.
The most common use cases are forwarding to answering services, business partners who cover your calls, or second phones. Some Australian businesses forward to AI answering services like Trillet ($49/month, 150 minutes included) to handle qualification and appointment booking automatically.
Understanding Call Forwarding Types
Australian carriers support three types of call forwarding. Most businesses want conditional forwarding, which only redirects calls you can't answer.
Unconditional forwarding
Every call goes directly to the forwarding number. Your phone never rings. This is useful when you're traveling overseas or temporarily replacing your number. Mobile code: **21*number#
Conditional forwarding (busy/unanswered)
Your phone rings first. If you don't answer or you're on another call, the call forwards automatically. This is what most businesses need. It's intelligent backup, not replacement. Mobile codes: **61*number# for calls you don't answer and **67*number# when you're already on a line (add **seconds# to the no-answer code for a ring delay).
Conditional forwarding (unreachable only)
Forwards only when your phone is off or out of coverage. Less common for business use. Mobile code: **62*number#
Setting Up Call Forwarding by Carrier
On mobile, the codes are identical across Telstra, Optus, and Vodafone because all three run on the GSM standard. Fixed landlines are the exception: Telstra and Optus each use their own single-asterisk codes, and Vodafone is mobile-only. For a quick code lookup organised by carrier, see our reference on Telstra and Optus call-forwarding codes.
Telstra, Optus, and Vodafone mobile (same codes)
- Forward all calls:
**21*number#to activate,##21#to cancel,*#21#to check - Forward unanswered calls:
**61*number#(add**seconds#for a ring delay, for example**61*number**20#) - Forward when busy:
**67*number# - Forward when off or out of coverage:
**62*number# - Check a divert's status:
*#61#; cancel every divert at once:##002#
Ring delays can be set from 5 to 30 seconds by appending **seconds# to the no-answer code. Telstra and Optus also let you set a custom default ring time by calling support (Telstra on 132 200, Optus on 133 937); Vodafone does not adjust ring time by dial code.
Telstra landline (fixed line)
- Forward all calls:
*21number#, cancel with#21# - Forward unanswered calls:
*61number# - Forward when busy:
*24number#(busy is24on a Telstra fixed line, not the67used on mobiles)
Optus landline (fixed line)
- Forward all calls:
*78number(include the area code and wait for two beeps) - Deactivate:
#78, check status:*#78#
Important notes on phone number formatting
- Include the area code for landline destinations, for example
**61*0298765432#to a Sydney number - Include the mobile prefix, for example
**61*0412345678#for 0412 345 678 - No spaces or formatting: just the digits
When you dial the activation code, your phone will show a confirmation message indicating forwarding is active. If you don't see this, you mistyped the code or your plan doesn't support call forwarding.
Testing Your Call Forwarding Setup
Always test before relying on call forwarding for real business calls. Use a different phone (a friend's mobile, another business line, or your home phone) to verify it works.
Test scenarios to verify:
- Your phone rings first (conditional forwarding shouldn't bypass you)
- Unanswered calls forward after the ring time you set
- Calls forward when you decline them manually
- Busy signal triggers forwarding if you're on another call
The forwarding number should receive the call within seconds of your phone stopping ringing. If there's a long delay or the call drops, the forwarding number might be unreachable or experiencing technical issues.
Some businesses test by deliberately missing a few calls during quiet periods. Real-world testing catches issues that a single controlled test might miss, like network delays or specific caller ID problems.
Common Use Cases for Call Forwarding
Australian businesses use call forwarding for different reasons. The setup is identical regardless of what you're forwarding to.
Forwarding to answering services
Human answering services like Ruby ($250-$1,725/month) or Smith.ai (human plans from $300/month) answer calls when you're busy. AI answering services like Trillet ($49/month, 150 minutes included, then $0.20/minute) do the same but also qualify leads and book appointments automatically. Both work with conditional forwarding, your phone still rings first.
Forwarding between business partners
Sole traders often forward to a business partner who covers calls during court appearances, site visits, or focused work. Therapists forward to practice managers. Tradespeople forward to apprentices or office staff.
Forwarding to second phones
Some business owners maintain separate work and personal mobiles. Conditional forwarding lets your business line roll to your personal phone when you're away from the office, without giving clients your personal number.
Forwarding for after-hours coverage
Unconditional forwarding (not conditional) works for planned absences. Set **21*number# before leaving on holiday, and every call goes directly to your coverage. Deactivate with ##21# when you return. Telstra and Optus charge per-minute fees for forwarded calls on some plans, check your inclusions before activating.
Troubleshooting Call Forwarding Issues
Call forwarding didn't activate
Dial the status check code *#61#, which works the same on Telstra, Optus, and Vodafone. Your phone will display the current forwarding number if active. If you see nothing or your voicemail number, forwarding isn't working. Common causes: mistyped activation code, prepaid plan restriction, or insufficient account credit.
Prepaid plans blocking forwarding
Vodafone prepaid, Kogan, Amaysim, and Felix don't support call forwarding at all. Optus and Telstra prepaid plans are inconsistent, some work and some don't. Ring your carrier directly to confirm. If your plan doesn't support it, you'll need to upgrade to post-paid or switch carriers entirely.
Forwarded calls going to voicemail
If calls forward but immediately hit voicemail on the forwarding number, that number is either turned off, out of coverage, or has its own forwarding active (creating a loop). For answering services, verify the number is correct and the service is active. For second phones, check coverage and ensure that phone isn't forwarding elsewhere.
Forwarding costs adding up
Most Australian business plans include call forwarding in their monthly call allowance. Some charge per-minute for forwarded calls. Check your bill for unexpected charges. Telstra business plans typically include forwarding, consumer plans vary. Optus and Vodafone handle it differently depending on your specific plan.
International forwarding blocked
You can't forward to international numbers by default on most Australian carriers. If you need this (offshore answering services or international business partners), contact your carrier to enable it. Expect significant per-minute charges for international forwards.
Why Conditional Forwarding Matters for AI Answering Services
Most AI answering services want to replace you completely. They use unconditional forwarding so every call goes straight to their system. Your phone never rings. This works for some businesses, but it eliminates the option to answer personally when you want to.
Trillet uses conditional forwarding deliberately. Your phone rings first. You answer when you can, Trillet handles it when you can't. This positioning reflects a specific philosophy about AI in business, and it is the same approach covered in our guide to conditional call forwarding that keeps your number and adds an AI backup.
AI can't replace humans when it comes to relationships. A therapist who answers their own phone builds trust differently than one who never does. A lawyer who takes calls during breaks strengthens client relationships. A tradie who picks up between jobs demonstrates availability. These interactions matter.
But having AI answer instead of voicemail or nothing is a clear improvement in customer service. Callers get immediate responses, questions get answered, appointments get booked. The business captures leads that would otherwise disappear. Trillet handles the calls you genuinely can't take, not the ones you could have answered.
This is why Trillet positions itself as a copilot, not a replacement. The conditional forwarding setup reinforces this. You stay in control. The AI fills gaps, it doesn't push you out of your own business.
Most answering services charge $300-$900 monthly because they use humans who expect to handle every call. AI services that try to replace you completely cost $200-$500. Trillet costs $49 per month with 150 minutes included, then $0.20 per minute, and no hidden telephony fees, because it's designed to be backup, not primary reception. You can see the full breakdown on the receptionist pricing page, and the complete AI receptionist guide walks through setup and ROI in more depth.
If you want to test this approach, set up conditional forwarding with the codes above and try Trillet for a week. Your phone will still ring. You'll still answer most calls. The AI just catches what you miss. That's the difference between a copilot and a replacement.
Frequently Asked Questions
How do I forward my Telstra mobile to another number?
Dial **21*number# from your Telstra mobile to forward every call, using the destination in full national format (mobile starting 04, landline with its area code, no spaces), then press call. Use **61*number# instead if you only want the calls you don't answer to divert, and ##21# to cancel. The same codes work on Optus and Vodafone mobiles.
How do I divert an Optus landline?
For an Optus home or fixed line, dial *78number, include the area code, and wait for two beeps to confirm. Deactivate with #78 and check the status with *#78#. This is different from the mobile codes: Optus fixed lines use *78, not the **21* used on mobiles.
How do I turn off call forwarding?
Dial the cancel code for the type you set: ##21# for all calls, ##61# for unanswered, ##67# for busy, and ##62# for unreachable. If you are not sure what is active, ##002# clears every forwarding rule at once. These work the same on Telstra, Optus, and Vodafone mobiles.
Do the codes differ between Telstra, Optus, and Vodafone?
On mobile the codes are identical across all three networks because Australian mobiles share the GSM standard, so **61*number# sets no-answer forwarding on any of them. Landlines differ: a Telstra fixed line uses *21number# for all calls and Optus uses *78number, while Vodafone is mobile-only.
How do I add a ring delay before calls forward?
Append the seconds to the no-answer code: **61*number**20# waits 20 seconds before diverting an unanswered call. Valid values run from 5 to 30 seconds. This lets you decide how long your own phone rings before a missed call hands off to a backup.
Updated August 2026: corrected the mobile forwarding codes to the double-asterisk GSM form (**61*number#, **21*number#), clarified that mobile codes are identical across Telstra, Optus, and Vodafone, replaced the mangled *6102... example with the correct **61*number# format, added Telstra and Optus fixed-line codes plus a GSM-prefix explainer, shortened the title, and added FAQ and Related Resources sections.
