Call Forwarding Setup Guide

What is Call Forwarding?

Call forwarding lets you redirect incoming calls from your personal phone number to your TriLuna AI agent. This means your AI assistant can answer calls, take messages, schedule appointments, or handle inquiries even when you’re unavailable, busy, or out of coverage.

You can choose to forward all calls or only forward calls in specific scenarios like when you’re on another call, when you don’t answer after several rings, or when your phone is turned off.

Why Forward Calls to TriLuna?

• ✅ Never miss important calls — Your AI agent answers even when you can’t
• ⏰ 24/7 availability — Your AI agent can handle calls outside business hours
• 📋 Automatic call handling — Take messages, schedule appointments, answer FAQs
• 🎯 Focus on what matters — Filter calls and only get interrupted when necessary

Four Types of Call Forwarding

Most carriers support four different call forwarding modes. Choose the ones that fit your workflow:

1. Unconditional Forwarding

When it activates: All incoming calls are immediately forwarded to TriLuna

Best for: When you want your AI agent to handle all calls (vacation, focus time, working hours)

Example: You’re working on a deadline and don’t want any interruptions. Enable unconditional forwarding and your AI agent will handle every incoming call.

2. Forward When Busy

When it activates: Only forwards when you’re already on another call

Best for: Preventing missed calls when you’re on the phone

Example: You’re on an important client call. A second caller reaches your AI agent instead of getting a busy signal, and your agent can take a message or schedule a callback.

3. Forward When No Answer

When it activates: After your phone rings for a set time (typically 10–30 seconds)

Best for: When you want to screen calls but don’t want callers to reach voicemail

Example: Your phone rings for 20 seconds. If you don’t answer, the call forwards to your AI agent who can determine if it’s urgent and whether to interrupt you.

4. Forward When Unreachable

When it activates: When your phone is off or out of network coverage

Best for: Ensuring business continuity even when you’re offline

Example: You’re on a flight with your phone in airplane mode. Calls automatically route to your AI agent, who can handle urgent matters and brief you when you land.

📱 TELUS Mobility Setup Instructions

If you’re a TELUS Mobility customer, follow these carrier-specific instructions:

Call Forward Unconditional

Immediately forward all incoming calls to TriLuna

Activate: *21*[Your TriLuna Number]# Example: *21*6045551234# Or: Phone Settings → Call Forwarding → Always Forward

Deactivate: #21#

Call Forward Busy

Forward to TriLuna only when you’re on another call

Activate: *67*[Your TriLuna Number]# Example: *67*6045551234#

Deactivate: #67#

Call Forward Not Reachable

Forward to TriLuna when phone is off or out of coverage

Activate: *62*[Your TriLuna Number]# Example: *62*6045551234#

Deactivate: #62#

Call Forward Variable (No Reply)

Forward to TriLuna after 10, 20, or 30 seconds of ringing

Activate: *004*[Your TriLuna Number]*[Seconds]# Seconds options: 10, 20, or 30 Example (forward after 20 seconds): *004*6045551234*20#

Deactivate: #004#

Other Canadian Carriers

Instructions for Rogers, Bell, Fido, and other Canadian carriers:

Rogers & Fido

Rogers and Fido use similar codes to TELUS:

• All calls: *21*[TriLuna#]# (Disable: #21#)
• When busy: *67*[TriLuna#]# (Disable: #67#)
• No answer: *61*[TriLuna#]# (Disable: #61#)
• Not reachable: *62*[TriLuna#]# (Disable: #62#)

Bell & Virgin Mobile

Bell uses standard GSM codes:

• All calls: *21*[TriLuna#]# (Disable: ##21#)
• When busy: *67*[TriLuna#]# (Disable: ##67#)
• No answer: *61*[TriLuna#]# (Disable: ##61#)
• Not reachable: *62*[TriLuna#]# (Disable: ##62#)

Testing Your Setup

After enabling call forwarding, test it to make sure everything works:

1. Call your own number from another phone You should hear your TriLuna AI agent answer instead of your phone ringing (or your voicemail).
2. Check your TriLuna dashboard The call should appear in your Calls page with a transcript and summary.
3. Test different scenarios If you enabled multiple forwarding modes, test each one (call while busy, let it ring, turn phone off, etc.)

Recommended Setups

🎯 Recommended: The Safety Net

Best for: Most users who want to stay accessible without being overwhelmed

Enable:

• Forward When Busy — Handle calls when you’re on the phone
• Forward When No Answer (20–30 sec) — Catch calls you can’t reach in time
• Forward When Not Reachable — Cover offline periods

With this setup, your phone still rings first. If you can answer, you do. If not, your AI agent steps in.

🚀 Power User: AI First

Best for: Busy professionals who want AI to screen all calls

Enable:

• Unconditional Forwarding during work hours
• Teach your AI agent to identify urgent calls and transfer them to you

Your AI agent answers first, handles routine calls, and only interrupts you for VIPs or emergencies.

⏰ After Hours Coverage

Best for: Businesses that need 24/7 availability

Setup:

• Manually enable Unconditional Forwarding at end of business day
• Disable in the morning when you’re available again
• Or use a separate business-hours phone with permanent forwarding

Troubleshooting

My phone still rings / AI agent doesn’t answer

Check:

• Did you receive a confirmation message after dialing the forwarding code?
• Is the forwarding code correct for your carrier?
• Did you use your TriLuna number (not your personal number)?
• Try using your phone’s Call Settings menu instead of dial codes
• Contact your carrier to verify call forwarding is enabled on your plan

Calls go to voicemail instead of TriLuna

Fix:

• Voicemail may be intercepting before forwarding activates
• For “No Answer” forwarding: Reduce your voicemail ring time or increase forwarding delay
• Contact your carrier to adjust voicemail timing settings
• Consider using Unconditional Forwarding to bypass voicemail entirely

Callers get an error message

Check:

• Verify your TriLuna phone number is active (check dashboard Settings → Phone Numbers)
• Make sure you entered the full 10-digit TriLuna number in the forwarding code
• Try disabling and re-enabling call forwarding
• Contact TriLuna support if your phone number appears inactive

How do I turn off call forwarding?

Disable codes:

• TELUS — All calls: #21#
• TELUS — When busy: #67#
• TELUS — Not reachable: #62#
• TELUS — No answer: #004#
• Or use your phone’s Call Settings → Call Forwarding → Turn Off

Costs & Billing

Does call forwarding cost extra?

This depends on your mobile carrier plan:

• Most modern plans: Call forwarding is included at no extra charge
• Some older plans: May charge per forwarded call or per minute
• International forwarding: May incur long-distance charges (TriLuna numbers are Canadian)
• Recommendation: Check with your carrier to confirm call forwarding is included in your plan

TriLuna usage charges

Forwarded calls count toward your TriLuna usage just like direct calls to your TriLuna number. Check your plan details for call minute limits and overage rates.

Getting Help

Need assistance setting up call forwarding?

• 📧 Email support@triluna.app
• 💬 Use the chat widget in your dashboard
• 📞 Call your mobile carrier for carrier-specific forwarding help