A desk-phone brand is not always the name of the service controlling your calls. Find your phone bill or admin portal and record the provider, product name, business number and whether it belongs to a user, main line or call queue.
Check that you have permission to change routing, that external forwarding is allowed and whether your plan has any forwarding charges. Save the existing settings before making a change.
All calls: sends incoming calls directly to the destination.
No answer: forwards if the original line is not answered within the configured period.
Busy: forwards when the line is treated as busy by that system.
Scheduled routing: uses business-hours or other rules if the specific phone system supports them.
Simultaneous ring: may ring more than one destination; it is different from sending every call directly elsewhere.
For Microsoft Teams, the official guide starts at Settings and more → Settings → Calls. Review Call handling and forwarding and choose the destination and behavior available to your account. Microsoft notes that licensing and administrator configuration can affect which controls appear.
For AT&T Phone for Business, the official support page lists separate controls for all-call, no-answer, busy and other forwarding modes, with separate deactivation instructions. Use the instructions for that specific service rather than applying its codes to another AT&T product or another carrier.
If your service is different, use its own current help page or ask its support team. Do not try a code found in a generic article until the provider confirms that it applies to your line.
Call the published business number from a separate phone. Confirm the correct business answers and there is no forwarding loop.
Test the conditions you selected: answered, unanswered, busy and outside-hours behavior where those options apply.
Check what happens if the destination cannot answer. Verify the actual voicemail or fallback, rather than assuming the old one still applies.
For Hello Noreen, check the captured details and any configured message or CRM action using test data under your control.
Record what worked, then make a controlled live change only when you can monitor incoming enquiries.
Write down the provider’s exact steps to disable the rule and restore the previous settings. Test the rollback during setup so you know normal calls reach the intended place again.
Do not cancel the existing phone service or make a separate number-porting change just to test forwarding. Those are different actions. If any test fails, restore the previous route and ask the provider or Hello Noreen team to help before sending customer calls through it.