# Phone setup and forwarding

https://docs.golubvoice.com/en/phone/forwarding/

Call forwarding sends calls from one telephone number to another according to a rule set with the carrier. Your Golub Voice agent configuration and the forwarding rule are separate pieces of that route.

## Identify the two numbers

Before changing anything, identify the business number customers call and the destination intended for your agent. Review **Deployment → Phone numbers** in the agent editor. Use the destination provided for your actual setup; do not copy a sample number from a guide.

If no suitable destination is available, resolve that through the console’s help options before configuring forwarding. Do not assume that any number attached to an account is the correct incoming destination.

## Choose when forwarding should happen

Your carrier and line determine which conditions are available. These are common concepts to discuss with the carrier:

| Condition   | Intended behaviour                                                           |
| ----------- | ---------------------------------------------------------------------------- |
| All calls   | Incoming calls go to the destination without first ringing through normally. |
| No answer   | Calls forward after the line is not answered.                                |
| Busy        | Calls forward when the carrier considers the line busy.                      |
| Unreachable | Calls forward when the line cannot be reached.                               |

Decide what should happen outside working hours and when the agent cannot take a call. An agent’s availability setting and a carrier’s forwarding rule may need separate changes.

## Confirm the carrier details

Ask the carrier to confirm:

- Whether forwarding is supported for your line, plan and destination.
- The correct method and number format for that line.
- How forwarding interacts with voicemail or other call services.
- Any charges and where to see them.
- How to inspect the active rule and restore the previous setup.

Use the carrier pages for [Türk Telekom](https://docs.golubvoice.com/en/phone/turk-telekom/), [Turkcell](https://docs.golubvoice.com/en/phone/turkcell/) or [Vodafone](https://docs.golubvoice.com/en/phone/vodafone/). Those pages link to official resources; they do not certify every plan or destination.

## Prepare a controlled check

Before routing customer traffic, plan a check of the chosen condition with the line owner. Record the expected greeting, fallback and human follow-up. Keep the prior forwarding configuration so it can be restored if needed.

A successful setting change is not proof of the whole call journey. The destination, agent state and selected forwarding condition all need to agree. If calls do not reach the intended agent, start with [Troubleshooting](https://docs.golubvoice.com/en/help/troubleshooting/).