Set up call forwarding

When you need this

If you chose to keep your existing business number, you need to set up call forwarding so that unanswered (or all) inbound calls are routed to your Tideflow number. This is how Tideflow receives calls without you changing the number your customers already know.

Before you start

• Have your Tideflow number ready. You can find it in your workspace settings under the phone number section.
• Know your phone carrier or provider. The forwarding steps vary between Telstra, Optus, Vodafone, VoIP providers, and virtual PBX systems.
• Decide whether you want all calls forwarded to Tideflow or only unanswered calls (calls you miss or do not pick up in time).

General forwarding steps

The exact steps depend on your carrier, but the general process is the same across most Australian providers:

Forward all calls

This sends every inbound call straight to Tideflow. You will not receive any calls on your handset while this is active.

1. Open your phone dialler and enter **21*[Tideflow number]#
2. Press call
3. Wait for a confirmation tone or message from your carrier

To cancel: dial ##21# and press call.

Forward unanswered calls only

This lets you answer calls normally when you are available. If you do not pick up within your carrier's ring timeout, the call is forwarded to Tideflow.

1. Open your phone dialler and enter **61*[Tideflow number]#
2. Press call
3. Wait for confirmation

To cancel: dial ##61# and press call.

Carrier-specific notes

• Telstra: Supports the dialler codes above. You can also configure forwarding through the My Telstra app.
• Optus: Supports the same dialler codes. Business plans may require configuration through the Optus business portal.
• Vodafone: Dialler codes work on most plans. Check the My Vodafone app if the codes are not accepted.
• VoIP / PBX systems: Configure forwarding through your admin panel. Set the destination to your Tideflow number for the desired forwarding rule (unconditional or no-answer).

Verifying forwarding is active

After setting up forwarding:

1. Call your business number from a different phone
2. Let it ring (or do not answer if you set up unanswered-only forwarding)
3. Confirm that Tideflow picks up the call
4. Check your Tideflow dashboard to see the call record appear in recent activity

If the call does not reach Tideflow, see troubleshooting: forwarding not working.

Next steps

Once forwarding is confirmed, move on to making your first test call for a more complete validation of your setup.