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PINE MOUNTAIN VOICE AI

Call Forwarding Setup Guide

Forward unanswered calls from your cell phone to your Pine Mountain Voice AI number in just a few minutes.

Check your Pine Mountain Voice AI dashboard for your assigned number
This is the 10-digit number you'll forward calls to

Select Your Carrier

Tap your carrier below for step-by-step instructions. You'll be dialing a short code from your phone's keypad — it takes about 30 seconds.

Verizon

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Open your Phone app

Go to your phone's dialer (the keypad you use to make calls).

Dial the forwarding code

Type the code below, replacing the placeholder with your 10-digit Pine Mountain Voice AI number:

*71 [Your Pine Mountain Voice AI Number] tap to copy

For example: *71 5551234567

Press Call

Tap the call button and wait 2–3 seconds for a confirmation tone or message.

You're all set!

Your phone will ring normally when a call comes in. If you don't answer, are on another call, or your phone is off, the call forwards to your Pine Mountain Voice AI number automatically.

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How it works: Your phone rings first. Only unanswered, busy, or unreachable calls are forwarded — you stay in control.
Need to turn off forwarding?
Dial *73 from your phone and press Call. Wait for the confirmation tone. Forwarding is now off.

T-Mobile

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Open your Phone app

Go to your phone's dialer (the keypad you use to make calls).

Dial all three forwarding codes

T-Mobile uses separate codes for each scenario. Dial each one, replacing the placeholder with your 10-digit Pine Mountain Voice AI number, and press Call after each:

Forward when No Answer:

**61*[Your Pine Mountain Voice AI Number]# tap to copy

Forward when Busy:

**67*[Your Pine Mountain Voice AI Number]# tap to copy

Forward when Unreachable (phone off / no signal):

**62*[Your Pine Mountain Voice AI Number]# tap to copy

Wait for confirmation after each code

After pressing Call for each code, wait for a confirmation tone or a message on your screen (e.g., "Registration was successful"). Then hang up and dial the next code.

You're all set!

All three scenarios are now covered. Calls will forward to your Pine Mountain Voice AI number whenever you can't pick up.

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Important: You must dial all three codes. If you only dial one, the other scenarios won't be covered (e.g., calls when your phone is off won't forward).
Need to turn off forwarding?
Dial each of these codes and press Call after each:
##61# — cancels no-answer forwarding
##67# — cancels busy forwarding
##62# — cancels unreachable forwarding

AT&T

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Open your Phone app

Go to your phone's dialer (the keypad you use to make calls).

Dial the all-in-one forwarding code

AT&T supports a single code that activates forwarding for all three scenarios (no answer, busy, and unreachable) at once:

**004*[Your Pine Mountain Voice AI Number]# tap to copy

Press Call and wait for a confirmation message.

Confirm the registration

You should see a message like "Registration was successful" on your screen or hear a confirmation tone. If you get an error, see the individual codes below.

You're all set!

Your phone will ring first on every call. Only unanswered, busy, or unreachable calls go to your Pine Mountain Voice AI number.

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If **004* doesn't work, dial each code separately (same as T-Mobile):
**61*[Number]# — no answer
**67*[Number]# — busy
**62*[Number]# — unreachable
Need to turn off forwarding?
Dial ##004# and press Call to deactivate all conditional forwarding at once.

Or individually:
##61# — cancels no-answer forwarding
##67# — cancels busy forwarding
##62# — cancels unreachable forwarding

Xfinity Mobile

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Open your Phone app

Go to your phone's dialer (the keypad you use to make calls).

Dial the forwarding code

Type the code below, replacing the placeholder with your 10-digit Pine Mountain Voice AI number:

*71 [Your Pine Mountain Voice AI Number] tap to copy

For example: *71 5551234567

Press Call

Tap the call button and wait for a confirmation tone and message.

You're all set!

Unanswered calls will now forward to your Pine Mountain Voice AI number.

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Heads up: Xfinity Mobile requires you to set up forwarding from your Xfinity device itself — you can't do it from another phone or a computer. Text messages are not affected.
Need to turn off forwarding?
Dial *73 from your phone and press Call. Wait for the confirmation tone. Forwarding is now off.

Before You Start: Required Phone Settings

These settings must be configured before setting up call forwarding, or your calls may never reach your Pine Mountain Voice AI number.

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iPhone Users: Disable Live Voicemail (Critical)

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This is the #1 reason forwarding fails on iPhone. Live Voicemail (enabled by default since iOS 17) intercepts unanswered calls before conditional forwarding can activate. Your carrier never gets the chance to forward the call.

How to disable it:

  • Go to Settings → Apps → Phone → Live Voicemail
  • Toggle Live Voicemail OFF

On older iOS versions the path may be Settings → Phone → Live Voicemail. This applies to all carriers — Verizon, T-Mobile, AT&T, and Xfinity Mobile.

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Disable Do Not Disturb & Focus Modes

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  • iPhone: Open Settings → Focus and make sure Do Not Disturb and any other Focus modes are off. Also check Control Center (swipe down from top-right) for the crescent moon icon.
  • Android: Open Settings → Sound & Vibration → Do Not Disturb and make sure it is off.
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Disable "Silence Unknown Callers" & Spam Filters

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These features can silently block or intercept calls before forwarding activates:

  • iPhone: Go to Settings → Apps → Phone → Silence Unknown Callers and toggle it off.
  • Android: Open the Phone app → Settings → Caller ID & Spam and turn off "Filter spam calls" or "See caller and spam ID".
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Disable Your Carrier's Spam-Blocking App

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Each major carrier has its own call-screening app that runs on the network level, separate from your phone's built-in settings. These can silently intercept or reroute calls to VoIP numbers like your Pine Mountain Voice AI number.

  • Verizon — Call Filter: Open the Verizon Call Filter app (or My Verizon app) and set the spam filter to Low or disable it. You can also manage it at myVerizon.com → Account → Add-ons → Call Filter.
  • T-Mobile — Scam Shield: Open the T-Life app (formerly T-Mobile app), go to Scam Shield settings, and turn off Scam Block. If you have Scam Shield Premium, check that no category-level blocking is sending calls to voicemail.
  • AT&T — ActiveArmor: Open the AT&T ActiveArmor app and check Call Routing Settings. Make sure auto-blocking is set to Low or off. Also check My Contacts — uploading your contacts list helps ensure known callers ring through.
  • Xfinity Mobile: Xfinity Mobile uses Verizon's network. Check if the Xfinity Voice Spam Blocker is set to High in your Xfinity account settings, and lower it. Also dial *87 to make sure Anonymous Call Rejection is turned off.
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Why this matters: These carrier apps work at the network level — they can block or redirect calls before your phone even rings, which means the call never gets a chance to go unanswered and trigger forwarding.
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Verify Your Pine Mountain Voice AI Number Works

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Before setting up forwarding, call your Pine Mountain Voice AI number directly from another phone. If the AI agent answers, the number is working and you can proceed with setup. If the call fails or doesn't connect, the issue is on the Pine Mountain Voice AI side — contact support before setting up forwarding.

Troubleshooting

Already set up forwarding but it's not working? Start here.

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Calls aren't forwarding at all

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This is the most common issue. Work through these checks in order:

  • Did you complete the "Before You Start" checklist above? Live Voicemail, carrier spam apps, and Do Not Disturb are the most common hidden blockers.
  • Did you hear a confirmation tone? If not, the code didn't register. Redial the code, press Call, and wait 3–5 seconds — don't hang up early.
  • Double-check the number. Make sure you entered the full 10-digit Pine Mountain Voice AI number with no extra digits, spaces, or dashes.
  • T-Mobile users — did you dial all three codes? You need **61*, **67*, and **62*. Missing one means calls won't forward in that specific scenario.
  • Test with *72 (all-call forwarding). If conditional forwarding (*71 or **61*) isn't working, try *72 + [Your Pine Mountain Voice AI Number] to forward ALL calls immediately. If *72 works but conditional doesn't, something on your phone is intercepting calls before the forward triggers (usually Live Voicemail or carrier voicemail).
  • Restart your phone and re-dial the forwarding codes.
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Verizon: Still not forwarding after setup

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Verizon has several features that can compete with conditional call forwarding:

  • Carrier voicemail is racing your forward. Verizon's voicemail may pick up at the same ring count as your forwarding triggers. Call Verizon at 800-922-0204 and ask them to either increase the ring count before voicemail or disable voicemail entirely on the line (since the AI handles missed calls anyway).
  • Verizon Call Filter app. This is Verizon's own spam-blocking app and it works at the network level — separate from your phone's "Silence Unknown Callers." Open the Call Filter app and set filtering to Low or disable it.
  • Visual Voicemail. On some Verizon plans, Visual Voicemail has its own call-intercept behavior. Disable it in the Voicemail app or call Verizon to remove it from the line.
  • One Number / Number Share. If you have a connected device sharing your number (smartwatch, tablet), it can interfere with forwarding. Temporarily disable Number Share to test.
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Nuclear test: Dial *72 + [Pine Mountain Voice AI Number] to forward ALL calls unconditionally. If calls reach the AI this way, the problem is specifically with conditional forwarding — meaning voicemail or a call management feature is intercepting before the forward triggers.
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T-Mobile: Still not forwarding after setup

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T-Mobile has known issues specifically with forwarding to VoIP numbers:

  • T-Mobile may block forwards to VoIP numbers. This is a documented issue — T-Mobile's network sometimes rejects conditional forwarding to VoIP DIDs (the type of number used by AI services) even though forwarding to regular mobile numbers works fine. The code may show "Registration was successful" but calls still don't forward. If this happens, call T-Mobile at 611 and ask a representative to set up conditional forwarding on their end.
  • Scam Shield / Scam Block. Open the T-Life app and go to Scam Shield. Turn off Scam Block completely. If you have Scam Shield Premium, check that no call categories are set to auto-block or auto-voicemail.
  • Voicemail competing with forwarding. T-Mobile's voicemail ring count is set by the network and cannot be changed by the user. If voicemail picks up before the forward triggers, call 611 and ask T-Mobile to disable voicemail on the line, or to increase the ring delay.
  • Reset and redo. Dial ##004# to cancel ALL conditional forwarding, then re-enter all three codes (**61*, **67*, **62*) fresh.
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Known T-Mobile issue: Some T-Mobile accounts actively block forwards to VoIP number types at the network level. If you've tried everything and it still won't work, calling 611 and having a T-Mobile rep configure the forwarding from their system is often the only solution.
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AT&T: Still not forwarding after setup

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AT&T-specific issues to check:

  • ActiveArmor call blocking. Open the AT&T ActiveArmor app, go to Call Routing Settings, and make sure auto-blocking is set to Low or turned off. ActiveArmor can silently send calls to voicemail before forwarding kicks in.
  • Try the combined code first, then individual codes. If **004*[Number]# didn't work, try each code individually: **61*[Number]#, **67*[Number]#, **62*[Number]#. Some AT&T accounts don't support the combined code.
  • Prefix the number with 1. Some AT&T accounts require the number in 11-digit format: **004*1[Number]# (e.g., **004*15551234567#).
  • Carrier voicemail conflict. AT&T's voicemail may intercept before forwarding activates. Call 611 and ask AT&T to either increase the ring count before voicemail or disable voicemail on the line.
  • Reset everything. Dial ##004# to deactivate all conditional forwarding, then re-enter the codes.
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Xfinity Mobile: Still not forwarding after setup

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Xfinity Mobile runs on the Verizon network, so many Verizon issues apply here too:

  • Anonymous Call Rejection. Dial *87 from your Xfinity phone to make sure Anonymous Call Rejection is turned off. This feature blocks calls from private/unknown numbers before they can forward.
  • Xfinity Voice Spam Blocker. Log into your Xfinity account online, go to Voice settings, and check the Spam Blocker level. If it's set to High, lower it — it can mistake VoIP/AI numbers for spam.
  • Advanced Call Forwarding rules. In your Xfinity account portal, check for any Advanced Call Forwarding rules that may be active — these can override your *71 dial code setup and route calls to voicemail instead.
  • Must be set up from your Xfinity device. Xfinity Mobile only allows forwarding to be configured from the device itself, not from another phone or computer.
  • Network-level re-provisioning. If nothing else works, call Xfinity Mobile support and ask their Tier 2 team to de-provision and re-provision your line at the network level. This resets the forwarding path and usually resolves stubborn issues.
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Getting an error message or "Invalid MMI Code"

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An "Invalid MMI Code" or "Connection problem" error usually means one of these:

  • You're on Wi-Fi Calling. Turn off Wi-Fi Calling temporarily (Settings → Apps → Phone → Wi-Fi Calling on iPhone, or Settings → Connections → Wi-Fi Calling on Android), then try the code again over cellular.
  • Typo in the code. Double check the stars (*), pound signs (#), and number. One missing character will cause an error.
  • Carrier plan restriction. Some prepaid or budget plans don't support conditional forwarding codes. Contact your carrier to confirm forwarding is included on your plan.
  • Network congestion. Move to an area with better signal and try again. Codes won't register with weak or no cellular signal.
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Forwarding worked before but stopped

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Call forwarding can get reset without warning. Common causes:

  • Phone software update. iOS and Android updates can reset call forwarding settings and re-enable Live Voicemail. After any update, check Live Voicemail is still off, then re-dial the forwarding codes.
  • SIM card change or eSIM activation. Swapping or re-provisioning your SIM resets all forwarding on the carrier's network. Re-dial your codes.
  • Carrier network maintenance. Periodic network updates on the carrier side can clear forwarding settings. If it randomly stops working, just re-enter the codes.
  • Airplane mode toggle. On some carriers, toggling Airplane Mode on and off can reset conditional forwarding. Re-activate afterward if needed.
  • Carrier app update. Updates to Verizon Call Filter, T-Mobile Scam Shield, or AT&T ActiveArmor can re-enable spam blocking features that were previously turned off. Check the app after any update.
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Pro tip: After any phone update or restart, test your forwarding by calling your cell from another phone and letting it ring. If it doesn't forward to your Pine Mountain Voice AI number, re-dial the codes.
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Using Phone Settings instead of dial codes

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If the dial codes aren't working, you can set up forwarding through your phone's built-in settings:

iPhone:

  • Go to Settings → Apps → Phone → Call Forwarding
  • Toggle it on and enter your Pine Mountain Voice AI number
  • Note: iPhone's built-in setting only supports unconditional forwarding (all calls forward immediately). For conditional forwarding on iPhone, you must use the dial codes.

Android:

  • Open the Phone app → tap the three-dot menu (⋮) → Settings
  • Tap Supplementary Services or Call Forwarding (varies by phone)
  • Set your Pine Mountain Voice AI number under "Forward when unanswered", "Forward when busy", and "Forward when unreachable"
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Not sure which carrier you have

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If you're not sure about your carrier:

  • iPhone: Go to Settings → General → About and look for "Carrier" or "Network".
  • Android: Go to Settings → About Phone → SIM Status and look for "Network" or "Operator".
  • Check your bill: Your monthly phone bill will show which carrier you're with.
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MVNOs: If you use a smaller carrier like Cricket, Straight Talk, Metro by T-Mobile, or Visible, they typically use the same forwarding codes as their parent network (Cricket = AT&T, Metro = T-Mobile, Visible = Verizon). Try the parent carrier's codes first.
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How to test that forwarding is working

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After setting up forwarding, always verify with a quick test:

  • First, call your Pine Mountain Voice AI number directly from another phone. This confirms the AI number itself is working before testing forwarding.
  • Call yourself from another phone (a family member's phone, a landline, etc.).
  • Let it ring — do not answer. After 4–5 rings, it should stop ringing on your cell and connect to your Pine Mountain Voice AI number instead.
  • Check your Pine Mountain Voice AI dashboard to confirm the test call came through.
  • Test "busy" forwarding by having someone call you while you're already on another call.
  • Test "unreachable" forwarding by turning on Airplane Mode and calling your number from another phone.
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If all three tests forward correctly, you're fully set up. You won't miss another customer call.

Still need help?

Reach out to Pine Mountain Voice AI support team and we'll walk you through it. We've helped hundreds of service pros get set up — we'll get you sorted fast.