My Phone Number Is Not Forwarding
If callers to your business phone are not reaching your AI receptionist, the most likely cause is a call forwarding issue. Here's how to diagnose and fix it.
Understanding call forwarding
Speako works by having your existing business phone number forward calls to the AI receptionist's phone number. Speako doesn't replace your business number — it answers on its behalf when calls arrive via forwarding.
If forwarding isn't working, your customers call your number but never reach the AI.
How to check if forwarding is working
The simplest test: call your business number from a different phone. If you hear:
- Your AI receptionist's greeting → forwarding is working.
- A busy signal, generic carrier message, or silence → forwarding is broken.
Common causes and fixes
1. Forwarding was never set up If you haven't configured call forwarding on your business phone or phone provider yet, calls go to your regular phone line. Follow the call forwarding setup guide in Settings → Call Forwarding for your phone type.
2. Forwarding was set up but has been reset Some phone providers reset forwarding settings when:
- You reset your phone handset.
- You moved to a new phone plan or changed phone providers.
- A network update occurred.
Check your phone's call forwarding settings. The forwarding destination may have been cleared.
3. Forwarding is set to the wrong number Confirm the Speako AI number you're forwarding to. Go to AI Receptionists → [Your AI] and check the AI Agent Phone Number in the AI Configuration section. Compare this to the number you've entered in your phone's call forwarding settings.
4. Conditional vs unconditional forwarding Some phones distinguish between:
- Unconditional forwarding — all calls forward immediately.
- Conditional forwarding — calls only forward when busy, unanswered, or unreachable.
If you've set up conditional forwarding but your regular phone line rings before the AI, check which condition triggers the forward.
💡 Tip: After initially setting up forwarding, make a test call from a mobile phone not associated with your business number. This is the most reliable way to confirm callers experience the AI greeting.
⚠️ Important: Check forwarding monthly or after any phone-related changes. It's a common silent failure point — things stop working and nobody notices until a customer complains.