> This is a page from the ElevenLabs documentation. For an index of the documentation, fetch https://elevenlabs.io/docs/llms.txt. # TELUS TELUS has no direct connection to Reception.ai, so you connect it with call forwarding. Your receptionist answers on its own Reception.ai number, and TELUS forwards calls to it. Callers keep dialing your TELUS number. First, go to **Receptionists**, select the **Phone** tile, and get a number. See [Phone numbers](/docs/reception-ai/phone-numbers/overview). Pick an area code that is local to your TELUS line: TELUS charges long distance when the forward-to number is long distance. Then follow the setup for your TELUS service. | Service | How you forward | | ---------------------------------------- | ---------------------------------------- | | [Business Connect](#business-connect) | In Voice Manager | | [Office phone (landline)](#office-phone) | Star codes from the office phone | | [Mobile](#mobile) | Codes or the phone's forwarding settings | ## Business Connect ### Open call handling Sign in to TELUS Business Connect Voice Manager and go to **Settings** → **Call Handling & Forwarding**. Admins can go to **Users**, select the extension, and open **Call Handling & Forwarding** for it. ### Add the receptionist's number Enter your receptionist's number in the call handling list and save. To ring your own phones first, keep them above the receptionist's number and use **Ring For** to set how long they ring. ### Turn off the "press 1" announcement Under **Call Handling & Forwarding** → **Settings** → **Incoming Call Information**, select **Edit** next to **Play Announcement** and set **Direct Calls** to **Never**. The announcement asks whoever answers to press 1, and your receptionist can't press keys. Turn off call screening for the extension too. TELUS only forwards to numbers that aren't already registered on your Business Connect account, which a Reception.ai number never is. The "press 1" announcement can't be turned off for calls that reach an outside number through a call queue, so forward from an extension, not a queue. ## Office phone Dial these from the TELUS line you want to forward. Wait for the beeps before you dial the next part. | Action | Code | | ----------------------- | ----------------------------------------------------------------------------- | | **Forward every call** | `*72`, wait for 3 beeps and a dial tone, then dial your receptionist's number | | **Turn forwarding off** | `*73`, then hang up after 2 beeps | If `*72` doesn't work on your line, use `72#` and `73#` instead. Forwarding turns on once the receptionist's number answers. Your receptionist answers right away, so you can hang up once it greets you. If the call doesn't connect, hang up and dial `*72` again within 2 minutes. > **Note** > > On TELUS office lines, busy and no-answer forwarding (`*90` and `*92`) send calls to a number > TELUS sets for you, usually your voicemail. You can't point them at your receptionist with a star > code. Ask TELUS whether they can change that number. ## Mobile Dial these from the TELUS mobile phone, using your receptionist's 10-digit number. On some phones, use the phone's own call forwarding settings instead. | When | Turn on | Turn off | | ----------------------------------------- | --------------------- | -------- | | **Every call** | `*21*` + number + `#` | `#21#` | | **When you don't answer** | `*61*` + number + `#` | `#61#` | | **When your line is busy** | `*67*` + number + `#` | `#67#` | | **When your phone is off or unreachable** | `*62*` + number + `#` | `#62#` | > **Note** > > **Who answers first** in Reception.ai, which rings a staff phone before the receptionist, isn't > available on a Reception.ai number in Canada. To ring your team first, use the conditional codes > above, or bring your own number. See [Who answers first](/docs/reception-ai/receptionist/call-handling#who-answers-first). ## What to know * **Transfers in Canada:** Your receptionist can't transfer calls from a Reception.ai number in Canada. To use [transfer rules](/docs/reception-ai/receptionist/call-handling#transfer-to-a-human), every number on the receptionist has to come from your own Twilio account or SIP trunk. * **Caller ID:** TELUS doesn't document which number forwarded calls show. If the receptionist sees your TELUS number instead of the caller's, every call looks like it comes from the same number, and your receptionist can't recognize returning callers by their number. ## Test it Call your TELUS number from another phone at a time when the forwarding you set applies. Check that your receptionist answers, then open **Inbox** and confirm which caller number the conversation shows. See [Testing](/docs/reception-ai/receptionist/testing). ## Troubleshooting | Problem | What to check | | --------------------------------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------------- | | The receptionist answers, then the call drops or moves on | The Business Connect "press 1" announcement or call screening is on. Set **Play Announcement** for **Direct Calls** to **Never**. | | You hear a busy signal after dialing `*72` | Forwarding may already be on. Dial `*73` to turn it off, then dial `*72` again. | | Calls never reach the receptionist | Call the receptionist's number directly. If that works, check that forwarding is on, and in Business Connect that your changes are saved. | | Your mobile's conditional codes don't forward | Use the phone's own call forwarding settings, or forward every call with `*21*`. |