Call forwarding guide
How to forward Microsoft Teams Phone calls to an AI agent
Teams Phone forwards a person's calls from Teams settings, and your main number from an auto attendant in the Teams admin center — the right place for after-hours forwarding.
Your main number (auto attendant)
- In the Teams admin center, go to Voice → Auto attendants and open (or add) the attendant your main number uses.
- Under Call handling hours, set your business hours. Any other time counts as after hours.
- In the After-hours call flow (or the Business-hours one, for every call), choose Redirect call → External phone number and enter your AI agent's number.
- Save. To stop, change the routing option back.
One person's calls
- In Teams: Settings and more (…) → Settings → Calls → Call handling and forwarding. Forward calls to a new number — your AI agent's.
- An admin can do it in the Teams admin center: Users → Manage users → the user → Voice → Call answering rules → Be immediately forwarded, or If unanswered with how many seconds to ring first.
- To stop, click the forwarding status at the bottom of the Calls app and choose Don't forward.
Teams desk phones
Every call
Turn on
*33*, then your AI agent's number
Turn off
*32*
When nobody answers
Seconds round up to the next 10, up to 60; 20 if you leave them out.
Turn on
*34*, seconds*, then your AI agent's number
Turn off
*32*
On Teams-certified desk phones that support it — not on some Yealink, Cisco, Poly Trio and AudioCodes models.
Good to know
- Your AI agent's number is on your Phonefront dashboard.
- A person needs a Teams Phone licence, and the calling policy “Call forwarding and simultaneous ringing to external phone numbers” must be on (it is by default).
- An auto attendant redirecting to an outside number needs: pay-as-you-go or Communications Credits on a Microsoft Calling Plan, a voice routing policy on Direct Routing, or nothing extra on Operator Connect.
- With a Calling Plan or Operator Connect, the auto attendant passes the caller's own number to your AI agent.
- After setting it up, call your business number from another phone to check it reaches your AI agent.
From Microsoft Teams's own support pages, checked November 2026 — menus and options can differ by plan, so confirm with your provider if one doesn't work: Microsoft: call forwarding in Teams · Microsoft: set up an auto attendant · Microsoft: user call settings · Microsoft: auto attendant licensing
Other guides: RingCentral · Mango Voice · Weave · Ooma Office · Vonage · Nextiva · Zoom Phone · 8x8 · Other phone systems · Bell · Rogers · Telus · Mobile phones · All forwarding options
Questions
Microsoft Teams forwarding questions
Can Teams forward to my AI agent only after hours?
Yes, with an auto attendant: set business hours, then point the after-hours call flow at Redirect call → External phone number. Business-hours calls keep reaching your team.
Will my AI agent see who's calling when Teams forwards the call?
It should, if Teams is set to pass the caller's number through. That matters: your AI agent texts payment links and order updates to that number and uses it to recognise returning customers. If forwarded calls show your office number instead, change the caller ID setting on the forward.
Hear it sell for yourself
Or call our own AI agent: 1-888-599-9906, toll-free
Put your store on the phone.
Choose a plan, connect your store, and get your AI agent's number — then forward your line when you're ready.