Learn how to forward calls from your existing phone to your Nexwin AI number — by carrier, device, and business phone system. Your existing number stays yours.
Telstra, Optus & Vodafone codes included
iPhone & Android instructions
VoIP & PBX guidance
Getting Started
How call forwarding works with Nexwin
When you sign up for Nexwin AI Receptionist, Nexwin gives you a dedicated Australian local phone number (your "AI number"). Callers who ring this number reach your AI receptionist. To use Nexwin with your existing business number, you simply set up call forwarding from your current phone to your AI number.
Your existing number stays yours
Nexwin does not port or take over your phone number. You keep full control of your existing number and can remove call forwarding at any time.
Unconditional forwarding
All calls to your number are forwarded to the AI — no ringing on your phone. Best for 24/7 AI coverage.
Conditional forwarding
Forward only when you're busy, don't answer, or are unreachable. Your phone rings first — the AI catches what you miss.
Before You Start
Find your Nexwin AI number
You'll need your Nexwin AI number to set up forwarding. Here's where to find it:
Your AI phone number is displayed on the Dashboard home screen. It's also visible in My Account.
3
Note the full number
Your number will be in the format 02 XXXX XXXX, 03 XXXX XXXX, 07 XXXX XXXX, or 08 XXXX XXXX depending on the area code you chose at signup.
Number format for forwarding codes
When entering your AI number in carrier codes, use the full 10-digit number without spaces — e.g. 0212345678. Do not include the country code (+61).
Australian Carriers
Telstra
Dial these codes from your Telstra mobile or landline to activate or cancel call forwarding. Note that these are standard carrier codes provided for convenience.
Mobile
Action
Code
Notes
Forward all calls
**21*0212345678#
Replace with your AI number. All calls go straight to AI.
Cancel all forwarding
##21#
Stops unconditional forwarding.
Forward when busy
**67*0212345678#
Forwards only when you're on another call.
Forward when no answer
**61*0212345678#
Forwards after your phone rings for ~15 seconds.
Forward when unreachable
**62*0212345678#
Forwards when your phone is off or out of range.
Cancel all conditional
##67# / ##61# / ##62#
Cancel each type individually.
Landline
Action
Code
Forward all calls
*21*0212345678#
Cancel forwarding
#21#
For the most up-to-date instructions and additional setup options, visit the official Telstra support page:
If your carrier supports it, you can set up call forwarding through iPhone Settings instead of dialling codes.
1
Open Settings
Go to Settings → Phone → Call Forwarding.
2
Enable Call Forwarding
Toggle Call Forwarding on.
3
Enter your AI number
Tap Forward To and enter your Nexwin AI number (e.g. 02 1234 5678).
4
Confirm
Tap Back. A phone icon with an arrow will appear in the status bar confirming forwarding is active.
iPhone Call Forwarding availability
The Call Forwarding option in Settings is only available on GSM networks. If you don't see it, your carrier may require you to use dial codes instead (see the carrier sections above).
Android
Android call forwarding settings vary by manufacturer, but the general steps are similar.
1
Open the Phone app
Open your Phone (dialler) app.
2
Open Settings
Tap the three-dot menu (⋮) → Settings → Calls (or Calling accounts → select your SIM).
3
Call forwarding
Tap Call forwarding. You'll see options: Always forward, When busy, When unanswered, and When unreachable.
4
Enter your AI number
Select the forwarding type you want, enter your Nexwin AI number, and tap Enable or Turn on.
Samsung devices
On Samsung phones, the path is typically: Phone → ⋮ → Settings → Supplementary services → Call forwarding → Voice call.
Business Phones
Landline / PSTN
For traditional landlines not on Telstra, or managed business lines:
Contact your landline provider (Telstra, TPG, Aussie Broadband, etc.) and request call forwarding to your Nexwin AI number.
Ask for unconditional forwarding (all calls) or conditional forwarding (busy / no answer / unreachable).
Some providers charge a small monthly fee for call forwarding on landlines — check with your provider.
Provide them with your full Nexwin AI number in the format 02XXXXXXXX.
VoIP & PBX Systems
If your business uses a VoIP phone system or PBX (3CX, Yealink, Cisco, Asterisk, Microsoft Teams Phone, etc.), you can configure call forwarding in your admin portal.
1
Log in to your PBX admin panel
Access your phone system's web interface or cloud portal.
2
Create a forwarding rule
Set up a call routing rule to forward calls to your Nexwin AI number. Common options: overflow (when all lines busy), after-hours (time-based), or unconditional.
3
Enter the AI number as external destination
Enter your Nexwin AI number as an external phone number destination. Use the full local format: 0212345678.
4
Test the rule
Call your main business number and verify the AI answers when the forwarding condition is met.
Popular VoIP platforms3CX: Forwarding Rules → Add Rule → Route to External Number. Microsoft Teams: Call Settings → Call Forwarding → Forward to Phone Number. Cisco: User Portal → Call Forward All → enter external number.
Verification
Testing your setup
After setting up forwarding, test it to make sure calls are reaching your AI receptionist.
1
Call your own number
Use a different phone (a colleague's phone or your personal mobile) to call your existing business number.
2
Listen for the AI greeting
You should hear your AI receptionist's greeting. If it goes to your old voicemail instead, the forwarding is not active — re-check the setup steps.
3
Check your Dashboard
Log in to ai.nexwin.com.au and check Call History. You should see the test call with a full transcript and recording.
Recommended
Forwarding strategies
Choose the strategy that best fits your business:
24/7 AI Coverage
Forward all calls unconditionally. Every call goes to the AI. Best for businesses that want consistent AI handling at all times.
After-Hours Only
Forward calls outside business hours. Your team answers during the day, the AI takes over at night and weekends. Set up time-based forwarding on your PBX or activate/deactivate manually.
Overflow / Busy
Forward only when your line is busy or you don't answer. Your phone rings first — the AI catches calls you miss. Use "forward when busy" and "forward when no answer" codes.
Ring-Then-Forward
Let your phone ring for a few seconds, then forward to the AI if unanswered. Gives you a chance to pick up manually. Use "forward when no answer" code.
Troubleshooting
Common issues
Calls are not forwarding to the AI
Verify you entered the correct AI number — check it in your Nexwin Dashboard.
Ensure call forwarding is active: dial *#21# to check forwarding status on most carriers.
Make sure you used the full 10-digit number without the country code (e.g. 0212345678, not +61212345678).
Check your carrier hasn't blocked call forwarding — some prepaid plans restrict it.
Calls go to voicemail instead of the AI
Your voicemail may be intercepting calls before forwarding takes effect. Try:
Disable voicemail with your carrier first, then set up call forwarding.
On Telstra: call 101 from your mobile to manage voicemail settings.
On Optus: call 321 from your mobile.
Alternatively, use unconditional forwarding (**21* or *21*) which takes priority over voicemail.
The AI answers but the caller hears silence or static
This is typically a network issue, not a forwarding problem. Check:
Ensure your Nexwin AI is published — go to AI Setup and click Publish if you haven't already.
Check your subscription is active in My Account.
Try calling the AI number directly (not via forwarding) to isolate the issue.
I'm being charged for forwarded calls
Call forwarding may incur charges from your carrier — the forwarded leg of the call is treated as an outgoing call from your number to the AI number. Check with your carrier about call forwarding rates. Nexwin only charges for the AI minutes used, not for the phone connection itself.
Still having issues?
Email us at [email protected] with your carrier name, phone model, and a description of the problem.