How to forward Ooma Office calls to an AI agent

Ooma Office desk phones

A user's calls, in the portal

1. In the End User Portal, go to Settings → Call Handling. (An admin can do it for a user: Settings → Users → the user → gear icon → Call Handling.)
2. Set When a call comes in to Forward it immediately, and Forward to → My forwarding number → your AI agent's number.
3. Set Show to the caller's number, leave Require key press on answer off, and Save.
4. To stop, change When a call comes in back to how it was, or dial *73#.

Your main number (Pro Plus)

1. Sign in to office.ooma.com as an administrator, go to Settings → Add → Shared External Line, name it and enter your AI agent's number. Save.
2. In the Call Handling of your Virtual Receptionist, ring group or call queue, choose that line where calls should go — the after-hours menu, for example.

Good to know

• Your AI agent's number is on your Phonefront dashboard.
• Shared External Lines need Ooma Office Pro Plus, and an account can have one.
• A user's unanswered calls can only go on to voicemail, another extension or a busy tone. To send missed calls to your AI agent, use the Shared External Line.
• There's also “If my phone is offline, forward it to external number” — handy during internet outages.
• Choose to show the caller's own number on forwarded calls, not your office number. Your AI agent uses it to text payment links and order updates, and to recognise returning customers.
• After setting it up, call your business number from another phone to check it reaches your AI agent.

From Ooma Office's own support pages, checked November 2026 — menus and options can differ by plan, so confirm with your provider if one doesn't work: Ooma: turn call forwarding on and off · Ooma: add a Shared External Line · Ooma: star codes for IP phones

Other guides: RingCentral · Mango Voice · Weave · Vonage · Nextiva · Microsoft Teams · Zoom Phone · 8x8 · Other phone systems · Bell · Rogers · Telus · Mobile phones · All forwarding options