> For the complete documentation index, see [llms.txt](https://distance.gitbook.io/distance/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://distance.gitbook.io/distance/getting-started/call-forwarding/setting-up-call-forwarding-from-t-mobile-to-distance.md).

# Setting up call forwarding from T-Mobile to Distance

### **Introduction**

Call forwarding from T-Mobile routes inbound calls to your Distance number, allowing AI Voice to handle calls when your team is unavailable or when specific forwarding conditions are met. Once calls reach Distance, the AI Voice agent can answer, capture caller details, generate transcripts, and create tickets if configured.

This helps reduce missed calls, keeps customer interactions organized, and ensures your team has visibility into every forwarded conversation for follow-up.

***

### **Option 1: Set up call forwarding using short codes**

T-Mobile offers multiple call forwarding options depending on when you want calls to be routed to Distance.

#### **Unconditional call forwarding**

Use this option to forward all calls directly to Distance without ringing on your device.

1. Open the **Phone** app.
2. Select the **Keypad**.
3. Dial **\*\*21\*1+your Distance phone number#**. For example, if your Distance number is 555-123-4567, dial **\*\*21\*15551234567#**.
4. Press **Call**.
5. Wait for the confirmation message.

To turn off unconditional call forwarding:

1. Dial **##21#**.
2. Press **Call**.

#### **Forward when no reply**

Use this option to forward calls to Distance only when the call is not answered.

1. Open the **Phone** app.
2. Select the **Keypad**.
3. Dial **\*\*61\*1+your Distance phone number#**. For example, if your Distance number is 555-123-4567, dial **\*\*61\*15551234567#**.
4. Press **Call**.
5. Wait for the confirmation message.

To turn off forwarding when no reply:

1. Dial **##61#**.
2. Press **Call**.

#### **Forward when not reachable**

Use this option to forward calls when your device is off or out of signal range.

1. Open the **Phone** app.
2. Select the **Keypad**.
3. Dial **\*\*62\*1+your Distance phone number#**. For example, if your Distance number is 555-123-4567, dial **\*\*62\*15551234567#**.
4. Press **Call**.
5. Wait for the confirmation message.

To turn off forwarding when not reachable:

1. Dial **##62#**.
2. Press **Call**.

#### **Forward when busy**

Use this option to forward calls when you are already on another call.

1. Open the **Phone** app.
2. Select the **Keypad**.
3. Dial **\*\*67\*1+your Distance phone number#**. For example, if your Distance number is 555-123-4567, dial **\*\*67\*15551234567#**.
4. Press **Call**.
5. Wait for the confirmation message.

To turn off forwarding when busy:

1. Dial **##67#**.
2. Press **Call**.

#### **To change the number of rings before forwarding**

Use this option to control how long the phone rings before unanswered calls are forwarded to Distance.

Allowed delay values are **5, 10, 15, 20, 25, and 30 seconds**.

Dial **\*\*61\*1+your Distance phone number\*\*\[seconds]#**. For example, if your Distance number is 555-123-4567 and you want calls to forward after 10 seconds, dial **\*\*61\*15551234567\*\*10#**.

#### **To reset call forwarding to default**

Dial **##004#** to restore all call forwarding settings to their default state.

***

### **Option 2: Set up call forwarding using the T-Mobile online portal**

1. Go to the T-Mobile account portal.
2. Log in to your account.
3. Navigate to the **Lines** section.
4. Select the phone line you want to manage.
5. Navigate to **Call features**.
6. Locate **Call forwarding**.
7. Configure the forwarding rules using your Distance phone number.
8. Save your changes.

### **Testing your setup**

1. Place a test call to your T-Mobile number.
2. Allow the call to forward based on the forwarding option you configured.
3. Confirm the AI Voice agent answers and a transcript or ticket appears in Distance.

Calls forwarded from T-Mobile to Distance are automatically answered and logged, helping your team stay responsive and ensuring customer interactions are captured accurately.


---

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