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Definition

Call forwarding (or call diverting), in telephony, is a feature on some telephone networks that allows an incoming call to a called party, which would be otherwise unavailable, to be redirected to a mobile telephone or other telephone number where the desired called party is situated. Usually, the forwarded line rings once, to remind the customer using Call forwarding that the call is being redirected.

Notice that the fee charging structure for a calling party to place a call to the called party which has their number forwarded can be subtle: if the called party has forwarded their number to a mobile telephone, the caller could incur higher rates due to the subsequent use of the mobile telephone network. However, the line which is being forwarded usually incurs all related charges, including long distance.

Special types of call forwarding can be activated only if the line is busy, or if there is no answer, or even only for calls from selected numbers. In North America, the NANP uses the following vertical service codes to control call forwarding:

forward all calls: *72, *73, deactivation
on busy or no answer: *68, activation; *88, deactivation
from select callers: *63, activation; *83, deactivation
on ISDN: *56, change forward-to number

Customer-programmable features (where available):

busy line: *90, activation; *91, deactivation; *40, change number
no answer: *92, activation; *93, deactivation; *42, change number

When and Why to Use it

Diverting calls can increase the contact time that people calling you have. Many people don't want to leave a message. Many people are slack at getting back to people on their messages.

The other reason for diverting calls is related to the business side of phone usage. In this world of increasing technology many businesses are finding the human touch can improve levels of sales.

Single ring reminder and long distance charging

The following is a demonstrative description of how Call Forwarding works for, or is perceived by, the three parties involved.

Function and ringing

Party B decides to activate call forwarding to Party C's phone line. Party A calls Party B. Party A hears normal ringing and is unaware of forwarding. If anyone is at the premises of Party B, and a telephone set is plugged in and the ringer is on, Party B hears a single ring, but is unable to answer the call. Party C's phone rings until it is answered or Party A hangs up.

Long distance charging

Party B pays for long distance charges for calls forwarded to Party C, unless Party C is reached with a toll-free number (local or toll-free/Freephone prefix such as 800). Party A pays for long distance charges for calls to Party B, unless Party B is reached with a toll-free number (local or toll-free prefix). In no case is Party A charged to call Party C, nor is Party C charged for an incoming call from Party A. Party C can only be charged for incoming toll-free-type calls from Party B, and Party B can be charged for incoming toll-free-type calls or collect calls from Party A.

However, if Party A does place a collect call, Party C would be accepting charges on behalf of Party B!

Examples

(one each from North America, from Australia, from the United Kingdom)

Party A is in Columbus, OH; Party B is in St. Louis, MO with phone number 314-555-2368; Party C is in New York, NY with phone number 917-555-2368. Party A calls Party B. Party A pays for a normal LD call from Columbus to St. Louis, while Party B pays for a normal LD call from St. Louis to New York. However, if Party A calls collect and the charges are accepted (by a person answering Party C's phone line), Party B pays for a collect call from Party A in Columbus and a normal LD call to Party C in New York.

Party A is in Wollongong, NSW; Party B is in Melbourne, Victoria with phone number 1800-975-708; Party C is in Brisbane, Queensland with phone number 07-7010-2368. Party A calls party B. Party B pays for an toll-free/freephone-type call from Party A, and a normal LD call to Brisbane.

Party A is in London, UK; Party B is in Brighton, UK with phone number 01273-4960123; Party C is in Edinburgh, UK with phone number 0800-4960368. Party A calls party B. Party A pays for a normal LD call from London to Brighton, while Party C pays for an incoming toll-free/freephone-type call from Party B. However, if Party A calls collect and the charges are accepted (by a person answering Party C's phone line), Party B pays for a collect call from Party A in London, and Party C pays for an incoming toll-free/freephone-type call from Party B.