Voicemail answers before Willa.

Your voicemail picks up before forwarding kicks in. Turn off voicemail on that line, or set no-answer forwarding to fewer rings (15 to 20 seconds).

Calls ring forever and then drop.

The forwarding number may have been entered wrong. Re-enter it with the full number, including the 1 and area code.

You've set 'forward all calls'. Switch to 'forward when busy or unanswered' or 'after hours only' so staff can still answer first.

Make sure you didn't forward the Willa number back to your office line. Forward only the office line to Willa.

Some phone systems replace the caller's number with your own. Turn on 'pass through original caller ID' so Willa can call the family back.

Check the time zone in your phone system's schedule. A wrong time zone shifts your hours.

Send all calls, after-hours calls or missed calls from your existing number to Willa.

Where in Willa: Willa > Setup

Who can do this: Whoever manages your phone service. Willa can't change carrier settings for you.

1
Decide what to forward
Most agencies forward missed and after-hours calls. Some forward every call and let Willa route urgent ones.
2
Set forwarding with your phone provider
Every carrier and phone system has a forwarding setting. Look for 'call forwarding', 'no answer forwarding' or 'after-hours routing' and enter your Willa number.
3
Test it
Call your office line from a cell phone, let it ring through and confirm Willa answers.
4
Common forwarding codes
Many mobile carriers use star codes. For example, on many networks *61* followed by the number forwards unanswered calls and *21* forwards all calls. Codes vary by carrier, so check your provider's help page before relying on them.

Call your office line from a cell phone you don't normally use, let it ring through and confirm Willa answers and the call appears in Calls.

Keep your existing number on your website and ads. Families never need to know a new one.
If you use a phone system like RingCentral or Dialpad, forwarding lives in its admin settings.

Voicemail answers before Willa.: Your voicemail picks up before forwarding kicks in. Turn off voicemail on that line, or set no-answer forwarding to fewer rings (15 to 20 seconds).
Calls ring forever and then drop.: The forwarding number may have been entered wrong. Re-enter it with the full number, including the 1 and area code.
My own team can't answer anymore.: You've set 'forward all calls'. Switch to 'forward when busy or unanswered' or 'after hours only' so staff can still answer first.
Calls loop or I hear a fast busy signal.: Make sure you didn't forward the Willa number back to your office line. Forward only the office line to Willa.
Forwarded calls show the wrong caller ID.: Some phone systems replace the caller's number with your own. Turn on 'pass through original caller ID' so Willa can call the family back.
After-hours forwarding doesn't switch on.: Check the time zone in your phone system's schedule. A wrong time zone shifts your hours.

Need a hand? Email kyle@heywilla.ai.