Divert Calls to Another Number: A UK Business Guide

To divert calls to another number, you use your phone's call forwarding settings or dial your network's specific forwarding code followed by the destination number. This can be done for all calls or only under certain conditions.

If you're searching this because you're out on a job, away from the desk, or just tired of calls hitting voicemail, the fix is usually straightforward. The important part isn't just turning divert on. It's choosing a setup that gets the call answered.

How Do I Divert My Calls to Another Number?

A customer rings your main number at 4:55 pm. You have stepped out, the office phone keeps ringing, and the sale goes to whoever answered first. Diverting calls fixes the ringing part. It only fixes the business problem if you send those calls to the right place.

The setup itself is straightforward. Choose the number that should receive the call, turn on call forwarding in your phone settings or with your network's service code, then test it from another phone. Some providers use codes such as \*72 to switch forwarding on and \*73 to switch it off, but code patterns vary by network and plan, so check what your provider supports before relying on them.

Start with the destination number

Start with one decision: where should unanswered calls land?

Forwarding to a mobile is the default choice for many small businesses because it is quick. It is not always the best one. If that mobile is in a meeting, out of signal, or already handling another call, you have moved the missed call from one device to another.

A better setup depends on the job the calls need to do.

1. Choose the destination number Common options are your mobile, a colleague's line, a receptionist, or a business number that can route calls properly.

2. Choose when the divert should apply Send every call elsewhere if you are closing the office or covering leave. Use a conditional divert if you only want backup when you are busy, unreachable, or do not answer.

3. Turn on the divert Use your handset settings or your provider's short codes.

4. Test it from another phone Make a real call and watch what happens.

5. Check the fallback path If the destination does not answer, the call needs somewhere sensible to go next, such as voicemail or another handler.

Here's the setup flow at a glance.

What happens after you switch it on

Call forwarding runs at the network level. Your phone does not need to physically pass the call across for the divert to work.

The call reaches your provider, the forwarding rule is checked, and the call is redirected to the destination number. That is why forwarding can still work even if your original handset is switched off, flat, or left on a desk somewhere.

The weak point is usually the destination. If the forwarded call lands on a number with no answer plan, no voicemail, or poor signal, callers still hit a dead end.

Practical rule: A divert works best when the destination number is staffed, reachable, and has a backup if no one picks up.

If you want the wider business context, this guide to call forwarding for business phone setups explains the options in more detail.

Should I Use Phone Settings or Network Codes?

Choose the method you are most likely to set up correctly on the first attempt. In practice, that usually matters more than shaving 20 seconds off the setup.

Using phone settings

Phone settings are usually the better starting point if you want to see the available divert options clearly and avoid memorising codes.

• On iPhone: go to Settings > Phone > Call Forwarding
• On Android: open the Phone app > Settings > Call Forwarding

On some Android devices, this sits under calling accounts or supplementary services.

The main advantage is visibility. You can usually see whether you are setting all calls, busy, or unanswered, which reduces the risk of turning on the wrong rule.

There is a trade-off. Handset menus vary by device, software version, and network configuration. Some phones hide certain conditional divert options, and some show the menu but still rely on the network to accept the request in the background. If the setting fails without notification, the screen can make you think the job is done when it is not.

Using network codes

Network codes are often quicker for experienced users. They are also useful when the phone menu is buried, missing, or unreliable.

The downside is simple. Codes are not universal, and copying a random sequence from a forum post is a good way to misconfigure your divert. One network may accept a code for all-call forwarding, while another expects you to use the handset menu or a different setup path for conditional rules.

If you use codes, verify them against guidance for your network and test the result from another phone. For a network-specific example, see fonea's guide to Vodafone call divert settings and codes.

Which method is better for a business line?

For a one-off temporary divert, phone settings are usually easier.

For repeat changes, network codes can be faster.

But the bigger decision is not the method. It is the destination. A perfectly configured divert still fails the business if it sends valuable calls to a mobile with poor signal, no cover when you are busy, or a voicemail greeting that sounds personal rather than professional. I see this mistake often. Owners assume forwarding to their own mobile solves missed calls, but it often just moves the missed call somewhere else.

Use the setup method that you can manage confidently. Then spend the extra minute checking whether the receiving number is the right place for sales calls, service calls, and out-of-hours enquiries.

Which Type of Call Divert Should I Choose?

The wrong divert type creates a false sense of cover. The phone still feels "handled", but callers can end up ringing out, hitting the wrong person, or landing in voicemail at the worst moment.

For most small businesses, the choice comes down to this. Do you want every call redirected straight away, or only the calls you cannot take?

When unconditional divert makes sense

Use unconditional forwarding when the original number should not ring at all.

That usually fits situations such as:

• A full day out of the office
• Holiday cover
• A temporary switch to another branch, receptionist, or team member

It is the cleanest option operationally because every caller follows the same path. It also removes guesswork for staff. The trade-off is that you lose the chance to answer the call on the original line, so the destination has to be properly staffed and ready.

When conditional divert is better

Use conditional forwarding when you still want the chance to answer calls yourself, but need backup for the ones you miss.

Typical conditions are:

• When busy
• When unanswered
• When unreachable

These are not interchangeable. I see plenty of small clinics, salons, and trades businesses set one rule and assume they are covered, only to find calls still drop in common situations. A busy divert catches calls while you are already speaking. An unanswered divert covers calls you do not pick up in time. An unreachable divert helps when the handset has no signal, no battery, or a fault.

That distinction matters more than people expect. If your business phone regularly loses signal, an unanswered rule alone will not protect you. If you are on calls all day, busy forwarding does more work than sending unanswered calls elsewhere after a long delay.

A practical rule is simple. If you sometimes answer your own calls, choose conditional forwarding. If you never want the original phone to ring, choose unconditional forwarding.

There is also a strategic point here. Owners often pick conditional divert, send everything to their mobile, and assume the problem is solved. In practice, that can just move missed calls from the desk phone to a handset you cannot answer while driving, working on-site, or serving a customer.

If you need calls to reach different people based on availability or purpose, basic divert starts to blur into call routing for business phone systems. That is usually the point where a simple forward-to-mobile setup stops being enough.

How Do I Choose the Right Destination Number?

The mechanics of diverting calls are easy. The real business decision is where those calls should land.

Three common destinations

Here's the practical trade-off.

A lot of small businesses choose their mobile first because it feels immediate. Sometimes that's exactly right. But if you're regularly unavailable, forwarding to your own mobile can become a cosmetic fix.

What actually solves the missed call problem

The destination should match the job.

• For one-person businesses: divert to the number you can answer, not just the one you carry.
• For small teams: divert to whoever owns incoming enquiries at that time of day.
• For service businesses: use a destination that can handle booking questions, basic customer service, and urgent triage without waiting for a callback.

Forwarding to a busy mobile or a standard voicemail often doesn't solve the underlying issue. It only relocates the missed call.

That's where AI can help customer service, especially for small and medium-sized businesses working across languages. You don't need to replace people. You can start simple by using AI to answer diverted calls, capture details, handle routine questions, and pass on the calls that need a person. In practice, that means your organisation stays reachable in English, Spanish, French, German, or Italian without forcing your team to sit on the phone all day.

How Do I Stop Diverting Calls?

Stopping call divert is usually straightforward, but it helps to reverse it the same way you set it up. If forwarding stays active after you think you turned it off, the usual cause is that the setting was applied in a different place, either on the handset or through your network.

Turn it off in your phone settings

If you enabled call forwarding in the phone menu, go back there and switch it off.

• iPhone: Settings > Phone > Call Forwarding
• Android: Phone app > Settings > Call Forwarding

Turn the option off, then make a test call from another number. That confirms whether the change applied.

Turn it off with your carrier code

If you set divert using a dial code, you normally need a cancellation code for the same forwarding type. The exact code varies by carrier and by whether you set forwarding for all calls, unanswered calls, busy calls, or unreachable calls.

If you are not sure which type is active, check with your carrier instead of trying random codes. That saves time and avoids leaving one rule active in the background.

One practical point. If you are stopping divert because calls have been landing in the wrong place, fix the destination strategy at the same time. A lot of businesses remove forwarding, go back to missed calls, and end up reactivating it in a rush. A better next step is to choose a destination that can answer consistently, such as a team line or a virtual receptionist software setup, rather than relying on one mobile that may still be busy.

If forwarding still seems stuck on after changing settings and codes, restart the phone and test again. If it still diverts, the network-level setting is usually the place to check.

A Smarter Way to Handle Diverted Calls

A divert is only as good as the number on the other end.

If calls go to your mobile while you're on a ladder, in the car, or with a customer, you haven't fixed the coverage problem. If they go to a colleague who's also busy, the caller still ends up waiting or leaving a message. That's why many businesses eventually stop treating divert as the whole solution and start treating it as the handoff.

For readers exploring a more structured option, fonea's guide to virtual receptionist software is a sensible next step.

Diverting calls only helps if the other number answers. An AI receptionist like fonea answers every diverted call live, 24/7, instead of bouncing to voicemail, set up in hours. You can see the pricing if you want a simple always-on destination for missed calls.

Frequently Asked Questions

Can I divert calls to a landline or international number? You can usually divert calls to another UK mobile or a landline. International divert is less straightforward. Most UK mobile networks restrict direct forwarding to UK numbers, and overseas routing often needs a VoIP setup or a UK-based access number, which can add charges and another point of failure. If you need calls answered abroad, check the billing and test the route before relying on it.

Does call divert cost money? Sometimes.

The key detail is how your provider bills the forwarded leg of the call. A divert can be treated like an outbound call from your number to the destination number, so the cost depends on where you send it. Forwarding to a colleague's mobile can cost more than forwarding to a local landline, and international routing is usually the most expensive option.

Will the caller see the new number? Usually no. The caller dials your main number, and the divert happens in the background.

What can vary is the caller ID shown to the person answering the diverted call. In some setups, they will see the original caller's number. In others, they may see your business number or a network presentation number. Test it with a real call so your team knows what to expect.

Will divert still work if my phone is switched off? Yes, if the divert is set at network level. The network routes the call, so your handset does not need to be on.

If you set up forwarding through an app or device-based setting, behaviour can differ. That's one reason I usually recommend testing under real conditions: phone off, no signal, busy line, and no answer.

If missed calls are costing you enquiries, bookings, or support quality, fonea gives you a practical next step. It answers calls live, speaks with customers in multiple languages, handles routine questions, and passes on the important conversations to your team. If you want a reliable destination for diverted calls instead of another voicemail box, take a look at fonea.