> ## Documentation Index
> Fetch the complete documentation index at: https://docs.poly.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Forward your existing number

> Keep your public phone number and forward its calls to a PolyAI-managed number that routes to your agent.

Use this option to keep the phone number your callers already know. PolyAI buys a new number for your agent and manages it. You then ask your telephone provider to forward your existing line to that number.

Your callers keep dialing the same number. They never see the PolyAI number.

## How it works

1. A caller dials your public number.
2. Your telephone provider forwards the call to your PolyAI number, with the caller's ID passed through.
3. Your PolyAI agent answers.
4. If the agent hands the call to a person, it transfers the call to a **secondary number** at your provider.

## Before you start

* Access to **Integrations** in Agent Studio for the project.
* Access to your telephone provider's call forwarding settings, or a way to contact their support team.
* A **secondary number** from your telephone provider for the agent to hand calls to. You need it in [step 4](#4-forward-your-public-number).

## Pricing

Calls on the PolyAI number are billed through PolyAI at 1.5¢ per minute. Your telephone provider may also charge for forwarding calls.

## Set up forwarding

Go to **Integrations**, open the **Telephony** tab and click **Add number**. In the **Add a number** panel, under **Transfer or buy a number**, choose **Forward your existing number**.

A guided setup opens with four steps: **Destination**, **Number**, **Setup** and **Forward**.

<Steps>
  <Step title="Destination: choose where calls go">
    Under **Where should calls go?**, fill in:

    * **Environment**: the environment calls to this number reach. Required.
    * **Variant**: only shown if your agent has variants. Leave it on **Default (no variant)**, or choose a variant to route calls to.
    * **Your existing phone number**: optional. Enter your public number in international (E.164) format, for example `+14155550100`.

    If you enter your existing number, PolyAI uses it to fill in the country and area code on the next step. It also shows the number on the forwarding step so you can see which line the instructions are for.

    Click **Next**.
  </Step>

  <Step title="Number: confirm your area code">
    PolyAI buys a number only for forwarding. Your callers do not see it.

    * **Country**: choose United States, Canada, United Kingdom, Australia or Ireland.
    * **Area code**: only shown for the United States and Canada. Optional. Enter three digits, or leave it blank to take any number in the country. A specific area code can be sold out.

    You don't pick the exact number. PolyAI chooses an available one.

    Click **Set up**.

    <Warning>
      Some countries require an approved regulatory bundle before PolyAI can buy a number there. If you see **needs regulatory approval**, click **Go to Numbers**, submit your bundle, then come back. Approval usually takes 1 to 7 business days. **Set up** stays disabled until it's approved.
    </Warning>
  </Step>

  <Step title="Setup: let PolyAI connect the number">
    PolyAI does the rest automatically. This usually takes about 20 seconds. You see each task move from **Waiting** to **In progress** to **Done**:

    * **Connecting to PolyAI**
    * **Buying your number**
    * **Routing calls to your agent**

    When all three are done, you see **Number connected** and the guided setup moves to the last step.

    If you see **Setup stopped**, click **Try again**. Nothing you entered is lost, and setup picks up where it stopped. It doesn't buy a second number. Contact PolyAI support if it keeps failing.
  </Step>

  <Step title="Forward: forward your public number">
    This step shows **Your PolyAI number**, with a button to copy it. If you entered your existing number, it shows that too, as **Line you're forwarding**.

    Your telephone provider does the forwarding. Work through these three steps in order:

    1. **Get a secondary number.** Ask your telephone provider for a secondary number for the agent to hand calls to. It can't be your public number. A call forwarded to PolyAI and handed back to the same number loops straight back to the agent.
    2. **Add a handoff to the secondary number.** Click **Open handoffs** and [add a handoff](/voice-channel/handoffs#adding-a-handoff-destination) for this agent with **Method** set to **SIP REFER** and the secondary number as the **Route**, in E.164 format such as `+14155551234`. REFER hands the call to Twilio, which dials the secondary number itself.
    3. **Turn on forwarding.** On the day you want the agent live, forward your public number to your PolyAI number with **caller ID passed through**.

    <Warning>
      Use **SIP REFER**, not **SIP INVITE**, for this handoff. The PolyAI number has no outbound route back into Twilio, so an INVITE handoff fails when a call tries to transfer. Check that a handoff reaches the secondary number before you turn on forwarding.
    </Warning>

    You can forward every call, or only after a set number of rings or during certain hours. PolyAI recommends forwarding every call so the agent answers around the clock.

    Click **Done** to close the guided setup.
  </Step>
</Steps>

## Forwarding instructions by provider

Each link opens the provider's own guide to forwarding calls to an external number. The same links appear on the **Forward** step in Agent Studio.

* [RingCentral](https://support.ringcentral.com/article-v2/Forwarding-calls-external-number.html?brand=RC_US\&product=RingEX\&language=en_US)
* [Comcast Business (VoiceEdge)](https://business.comcast.com/support/article/voice/manage-call-forwarding-voiceedge-select)
* [Nextiva](https://www.nextiva.com/support/articles/getting-started-with-call-forwarding.html)
* [Dialpad](https://help.dialpad.com/docs/call-forwarding)
* [8x8](https://docs.8x8.com/8x8WebHelp/8x8-work-for-desktop/Content/workd/set-call-forwarding.htm)
* [Vonage Business](https://www.vonage.com/resources/articles/how-to-forward-calls/)
* [Zoom Phone](https://support.zoom.com/hc/en/article?id=zm_kb\&sysparm_article=KB0069132#h_01F47S8APDT2ME7MH3ZVGFQ6D9)
* [GoTo Connect (Jive)](https://support.goto.com/connect/help/how-do-i-forward-my-calls)
* [Ooma Office](https://support.ooma.com/office/how-to-turn-call-forwarding-on-and-off/)
* [Verizon Business (One Talk)](https://www.verizon.com/support/knowledge-base-220163/)
* [Spectrum Business Voice](https://www.spectrum.net/support/mobile/spectrum-mobile-call-forwarding)
* [Cox Business Voice](https://www.cox.com/business/support/changing-call-forwarding-rules-online.html)
* [Optimum Business](https://static.tvlistings.optimum.net/ool/static/prod/downloads/user-guides/en/CS-21529-Optimum-Business-Phone-West-Guide.pdf)
* [Google Voice (Google Workspace)](https://support.google.com/voice/answer/11420769?hl=en\&co=GENIE.Platform%3DDesktop)
* [Grasshopper](https://grasshopper.com/blog/how-to-forward-calls)
* [Phone.com](https://support.phone.com/how-do-i-setup-call-forwarding)
* [Frontier Business Voice](https://d3bql97l1ytoxn.cloudfront.net/app_resources/326788/documentation/1058772_en-US.pdf)
* [AT\&T Business (Office@Hand)](https://asecare.att.com/tutorials/options-for-forwarding-calls-for-att-officehand-71174/?product=AT\&T%20Office@Hand)
* [Rogers](https://www.rogers.com/web/smb/cms/selfserve/business-phone-dashboard/online-manager/ROGERS_Business_Phone_User_Guide-EN.pdf)

### Provider not listed

Search your provider's support site for call forwarding. Or send their support team a request. On the **Forward** step, under **Provider not listed? Send them this**, click **Copy request** to copy a message with both numbers filled in. Add your go-live date before you send it.

The request asks your provider to:

* Forward calls from your public number to your PolyAI number on your go-live date.
* Pass caller ID through when forwarding.
* Optionally, forward only after a set number of rings or during certain hours.

## Using an IVR or call menu

If callers reach your number through an IVR or call menu, contact PolyAI support. Tell them how your menu is set up, including each option, and they'll recommend where to place the agent.

## Check your setup

After forwarding is on, call your public number from another phone:

1. Confirm your PolyAI agent answers.
2. Ask to speak to a person and confirm the call reaches your secondary number.
3. Review the call in **Conversations**.

## Troubleshooting

| Issue | Solution |
| - | - |
| **Forward your existing number** shows **Coming soon** | The option isn't available for your account yet. Contact your PolyAI account manager. |
| **Set up** is disabled on the **Number** step | The country needs an approved regulatory bundle. Click **Go to Numbers** to submit one, then come back once it's approved. |
| **Couldn't check regulatory approval** | Click **Try again**. Setup stays blocked until the check succeeds. |
| **Setup stopped** | Click **Try again** to resume. Contact PolyAI support if it keeps failing. |
| Handoffs ring the agent again | The handoff route is your public number. Use a separate secondary number. |
| Handoffs fail | Check the handoff method is **SIP REFER**, not **SIP INVITE**, and the route is in E.164 format. |
| Agent doesn't see the caller's number | Ask your telephone provider to pass caller ID through when forwarding. |

## Related pages

<CardGroup cols={2}>
  <Card title="Call handoffs" href="/voice-channel/handoffs" icon="phone-arrow-right">
    Add the handoff to your secondary number.
  </Card>

  <Card title="Buy a number" href="/voice-channel/numbers/how-to-buy-number" icon="phone-plus">
    Buy a PolyAI number without forwarding.
  </Card>

  <Card title="Environments" href="/environments-and-versions/environments" icon="layer-group">
    Choose which environment the number reaches.
  </Card>

  <Card title="Voice integrations" href="/integrations/voice/introduction" icon="phone">
    Other ways to connect telephony.
  </Card>
</CardGroup>