How to Set Up Call Forwarding for Your Clinic in Malaysia
A step-by-step guide for Malaysian clinics to forward calls when busy, unanswered or after hours, on Maxis, CelcomDigi, U Mobile and business landlines.
Introduction
Most clinics in Malaysia miss calls for the same three reasons: the receptionist is busy at the counter, the line is already engaged, or the clinic is closed. Call forwarding fixes all three without changing the number your patients already know.
This guide shows the codes that work on Malaysian mobile networks, what to do with a landline or business line, and how to test it. If you use an AI receptionist for your clinic, this is the only setup step that touches your phone.
Key takeaways
- Conditional forwarding sends calls onward only when you are busy, do not answer or are unreachable, so your team still picks up first.
- Standard GSM codes work on Maxis, CelcomDigi, U Mobile and Unifi Mobile lines.
- Landlines and business lines are set up through the provider, usually with one phone call.
- Always test with a second phone before you rely on it.
1. Pick the right type of forwarding
Unconditional forwarding sends every call away, so your front desk never hears the phone. Most clinics want conditional forwarding instead: the phone rings at the clinic first, and only calls you cannot take are passed on.
- <strong>When busy:</strong> the line is engaged with another patient.
- <strong>When not answered:</strong> nobody picks up within about 15–30 seconds.
- <strong>When unreachable:</strong> the phone is off or has no signal, useful after closing time.
2. Codes for mobile lines (Maxis, CelcomDigi, U Mobile, Unifi Mobile)
Dial each code from the clinic phone, replacing [number] with the number you are forwarding to, then press call. You should see a confirmation on screen.
- Forward when busy: <strong>**67*[number]#</strong>
- Forward when not answered: <strong>**61*[number]#</strong>
- Forward when unreachable: <strong>**62*[number]#</strong>
- Cancel all forwarding: <strong>##002#</strong>
3. Landlines and business lines
Many clinics use a fixed line from Unifi or another business provider, or a small office phone system. These usually do not accept the mobile codes above. Call your provider's business hotline, ask for conditional call forwarding (busy and no answer), and give them the number to forward to.
If your clinic uses a cloud phone system, forwarding is normally a setting in its admin page. Search for ‘call forwarding’ or ‘overflow’.
4. Test before you rely on it
Five minutes of testing saves a week of missed calls.
- Call the clinic from a personal phone and let it ring out. The call should move on after the ring time.
- Call while the line is engaged to check the busy rule.
- Check that the caller hears the right greeting in the right language.
5. What happens to the forwarded calls
With Clinic24, forwarded calls are answered by an AI receptionist that speaks Bahasa Melayu, English, Mandarin, Cantonese or Tamil. It answers questions from your clinic FAQ and books the appointment into your calendar. Plans start from US$29 a month (about RM129); see pricing.
Recommended next step
Clinic24 for clinics in Malaysia
Answer every patient call 24/7 and book appointments automatically. Free 14-day trial, no credit card.