# Call Forward

## Description

Call Forward lets you redirect incoming calls to an alternate number.

The following table describes the different types or modes of Call Forward.

Call Forward Types and Descriptions
Call Forward Type | Used to redirect ...
Busy (External & Internal Source) | incoming calls when your phone is busy
Busy (External Source) | incoming external calls when your phone is busy
Busy (Internal Source) | incoming internal calls when your phone is busy
No Answer (External & Internal Source) | incoming calls when you do not answer
No Answer (External Source) | incoming external calls when you do not answer
No Answer (Internal Source) | incoming internal calls when you do not answer
Follow Me (Call Forward Always) | all incoming calls (activated from the forwarding set)
Follow Me Third Party | all incoming calls (activated from a third party set on the network)
I Am Here | all incoming calls (activated from the destination set)

## Conditions and Feature Interactions

- In a resilient cluster, Call Forwarding must be configured at the primary controller.

- Call Forward has no effect on Callbacks or calls directed to hunt groups.

- Call Forward has no effect if the Call Forward destination calls the originating station.

- Calls cannot be redirected to a pager.

- Call Forward Out of Service, that is, rerouting of calls to out of service stations, including logged-out hot desk devices behaves the same as Call Forward No Answer (CFNA). When there is no CFNA destination programmed, calls are handled as if the device is not installed.

- Calls to out of service (OOS) devices, including logged out hot desk users, follow Call Forwarding No Answer programming in effect at the OOS device or hot desk DN. If forwarding is not in effect, calls will go to the No Answer destination programmed in the Call Rerouting First Alternatives form. If no rerouting is programmed, normal intercept handling will be followed.

- The OOS/Logged Out forwarding can be chained with any other type of forwarding and rerouting. For example, Call Forward No Answer (CFNA) or Call Forward Follow Me can be chained with Call Forward Out of Service (CFOOS) and CFNA can be chained with CFOOS or Reroute On Out of Service. When a call is forwarded to an OOS/Logged Out device which does not have rerouting programmed, the call will attempt to follow the rerouting in effect at the original call destination. If the original call destination has no rerouting programmed and the call was a CFNA forward, then the original destination will continue ringing. If the device is out of service, and no further forwards can be attempted, then the caller will receive an OOS indication (Reorder tone by default).

- Group Page and Meet-Me Answer override Call Forwarding.

- Call Forwarding does not recognize trunks with the Public Trunk COS option set to "Yes" as CO trunks, but uses the actual trunk type for application.

- Class of Service may be used to limit programming of call forwarding.

- If Call Forward Busy is enabled on the set, incoming calls follow the Call Forward Busy programming and do not allow for the delay of Call Forward.

- Call Forward - Follow Me - End Chaining and Call Forward - Follow Me - Reroute when Busy are the only types of call forwarding that you program on a set's non-prime lines (phantom lines). Other types of call forwarding are not supported on phantom lines.

- When "DPNSS/QSIG Diversion Enabled" is set to "No" in the Shared System Options form, all types of Call Forward can be cancelled from anywhere in the network.

- When "DPNSS/QSIG Diversion Enabled" is set to "Yes" in the Shared System Options form:

- Call Forward Follow Me can only be cancelled from the set where the feature was programmed.

- Call Forward Follow Me Third Party can only be cancelled from the set to which calls were forwarded, or from any set connected to the same ICP as the set that programmed the feature.

- Call Forward I Am Here can only be cancelled from the set to which calls were forwarded.

- When "Maintain Original Forward or Reroute Reason" in the Shared System Options form is set to "Yes", the system maintains and displays on the nominated party's telephone or console the original reason for forwarding or rerouting a call.

NOTE: The original forward reason will not be maintained over QSIG trunks in the following scenarios:

- When a soft held party, remote over a QSIG link, is transferred to a destination that forwarded prior to the transfer and undergoes further forwarding after transfer, the original reason is lost.

- A calling party, remote over a QSIG link, calls and ACD Express Group and initially undergoes ACD Express interflow or group unavailable, and then undergoes further forwarding, the original reason is lost.

- Calls cannot be forwarded to a set in another tenant unless both tenants in question have permission to call each other (that is, each tenant has granted the other tenant calling permission). See Tenanting for more information on tenant permissions.

- The Call Forwarding application on the 5330/5330e and 5340/5340e IP Phones is unaware of call forwarding state changes made by other methods such as Superkey. To avoid confusion, always use the Call Forwarding application to program call forwarding on the 5330/5330e and 5340/5340e IP Phones.

- Calls to hotel suites, which have all members out of service, will follow the Call Forwarding No Answer in effect for the primary suite member. If CFNA is not in effect, the rerouting programmed for the suite pilot number will be followed.

- For all multiline sets, the call forwarding number is retained even when the automatic forwarding is disabled, so the user has the option to manually forward the call to the programmed destination.

- Call Forwarding cannot be programmed to a destination restricted by the Class of Restriction (COR) settings on the forwarding device. However, calls can still be forwarded to the COR restricted destination, as the Call Forwarding - Follow Me - Third Party Feature Access Code (FAC) does not apply the COR checks during the programming, but applies the COR checks during the call, where the COR of the caller (instead of the forwarding device) is used.

- Call Forward takes priority over Call Rerouting in busy, Do Not Disturb, and No Answer conditions.

NOTE: If the System Option "Call Rerouting Timer" expires before the forwarded call is answered, the call is rerouted to the Second Alternative configured for the original call destination. See Call Rerouting.

- If you enable or disable Call Forwarding from a non-prime member of a MdUG, the setting (enable or disable) is applied to all the members of the MdUG.

- Call Forward setting of the prime member is applied to new members added to a MdUG.

- If a member is deleted from a MdUG, then the Call Forward setting is reset to Off and the DN is displayed in the Call Forwarding Profile form.

- It is recommended that all members of a MdUG have the same COS settings as the prime member.

## Programming

- Interconnect Restriction form

- Ensure that the forwarding station and the destination station are permitted to connect to one another.

2. Class of Service Options form

3. For Call Forward Follow Me (Third-Party) and I Am Here forwarding, enable 'Call Forwarding Accept' in the of the forward destination.

4. To allow forwarding to an external destination, enable 'Call Forwarding (External Destination)'.

5. To allow forwarding to an internal destination, enable 'Call Forwarding (Internal Destination)'.

6. For Call Forward Follow Me, enable 'Group Call Forward Follow Me Accept' and 'Group Call Forward Follow Me Allow'.

7. For Call Forward Follow Me (Third Party), enable 'Third Party Call Forward Follow Me Allow' for the remote telephone.

8. (Optional) For single-line displays sets, enable 'Display Caller ID On Single Line Displays For Forwarded Calls' to display the original caller ID for calls forwarded/rerouted to the set instead of the forwarding party ID.

9. (Optional) For 5320/5320e, 5330/5330e, 5340/5340e, and 5360 IP Phones, enable 'Prefer Name for Call Information' Select "Yes" to display the name of the forwarding extension on the destination device instead of the DN and call forwarding reason.

3. System Options form

4. Program the Number Of Forward Hops.

4. Feature Access Codes form

5. If you intend to use feature access codes in Operation, assign the following codes:

6. - Call Forwarding Busy (Ext & Int Source)

   - Cancel Call Forwarding Busy (Ext & Int Source)

   - Call Forwarding Busy (External Source)

   - Call Forwarding Busy (Internal Source)

   - Call Forwarding No Answer (Ext & Int Source)

   - Cancel Call Forwarding No Answer (Ext & Int Source)

   - Call Forwarding No Answer (External Source)

   - Call Forwarding No Answer (Internal Source)

   - Call Forwarding Follow Me

   - Cancel Call Forwarding Follow Me

   - Cancel Call Forwarding Follow Me Remote

   - Call Forwarding Follow Me Third Party

   - Cancel Call Forwarding Follow Me Third Party

   - Call Forwarding I Am Here

5. If you intend to use a feature key in Operation, program the following keys in the Multiline Set Keys ( ) form or use Superkey (see Feature Keys for more information on Superkey programming):

6. Call Forward Busy internal and external source

7. Call Forward Busy internal source

8. Call Forward Busy external source

9. Call Forward No Answer internal and external source

10. Call Forward No Answer internal source

11. Call Forward No Answer external source

12. Call Forward Always

13. From the forwarding set: Cancel Call Forward - Follow Me.

14. NOTE: The feature access code to cancel Call Forward - Follow Me depends on the canceling location (see also Conditions):

15. - From the destination set: Cancel Call Forward - Follow Me Remote.

    - From a third party set on the network: Cancel Call Forward - Follow Me Third Party.

## Device Support

- Supported on all devices.

## Operation

#### 2500, 5001 IP Phones, 5005 IP Phones, 5201 IP Phones, 5205 IP Phones, 5304 IP Phone, 5302 SIP Phone, and 5505 SIP Phone

To program and activate Call Forward:

1. Lift the handset (or press speaker key on 5505).

2. Dial the appropriate Call Forward Feature Access code.

3. Do one of the following:

4. Dial the destination number.

5. For Call Forward - I Am Here, dial your extension number.

6. For Call Forward - Follow Me Third Party, dial your extension number followed by the destination number.

4. Hang up.

To cancel Call Forward:

1. Lift the handset.

2. Dial the appropriate Cancel Call Forward Feature Access code.

3. If you are canceling Call Forward - Follow Me from a third party or the destination set, dial your extension number.

4. Hang up.

To cancel Call Forward - Follow Me:

1. Lift the handset.

2. Dial one of the appropriate feature access codes depending on your location:

3. When canceling from the forwarding set, use the Cancel Call Forward - Follow Me feature access code.

4. When canceling from the destination set, use the Cancel Call Forward - Follow Me Remote feature access code.

5. When canceling from a third party set on the network, use the Cancel Call Forward - Follow Me Third Party feature access code.

3. Hang up.

#### 5005 IP Phones and 5205 IP Phones (Call Forward Always fixed function key)

To program Call Forward Always:

- In the Desktop Tool, assign a destination number for Call Forward Always.

To activate/deactivate Call Forward Always:

- Press the CALL FORWARD key.

To cancel Call Forward - Follow Me:

1. Lift the handset.

2. Dial one of the appropriate feature access codes depending on your location:

3. When canceling from the forwarding set, use the Cancel Call Forward - Follow Me feature access code.

4. When canceling from the destination set, use the Cancel Call Forward - Follow Me Remote feature access code.

5. When canceling from a third party set on the network, use the Cancel Call Forward - Follow Me Third Party feature access code.

3. Hang up.

#### TeleMatrix 3000IP Phone

To program Call Forward:

1. Lift the handset.

2. Dial the appropriate Call Forward Feature Access code.

3. Do one of the following:

- Dial the destination number.

- For Call Forward - I Am Here, dial your extension number.

- For Call Forward - Follow Me Third Party, dial your extension number followed by the destination number.

4. Hang up.

To turn Call Forward on or off (once it has been setup):

- Press Call Forward.

To cancel Call Forward:

1. Lift the handset.

2. Dial the appropriate Cancel Call Forward Feature Access code.

3. If you are canceling Call Forward - Follow Me from a third party or the destination set, dial your extension number.

4. Hang up.

To cancel Call Forward - Follow Me:

1. Lift the handset.

2. Dial one of the appropriate feature access codes depending on your location:

3. When canceling from the forwarding set, use the Cancel Call Forward - Follow Me feature access code.

4. When canceling from the destination set, use the Cancel Call Forward - Follow Me Remote feature access code.

5. When canceling from a third party set on the network, use the Cancel Call Forward - Follow Me Third Party feature access code.

3. Hang up.

#### 5010 IP Phone, 5207 IP Phone, 5212 IP Phone, 5215 IP Phone and 5215 IP Phone (Dual Mode), 5304 IP Phone, and 5312 IP Phone

To program Call Forward:

1. Press SuperKey.

2. Press # until Call Forwarding appears.

3. Press *.

4. Press # until the type of Call Forward appears.

5. If a number is already programmed, press *.

6. Press *.

7. Dial the destination number.

8. Press the down arrow key to save.

To turn Call Forward on and off (once it has been set up):

1. Press SuperKey.

2. Press # until Call Forwarding appears.

3. Press *.

4. Press *.

5. Press #.

To cancel Call Forward - Follow Me:

1. Lift the handset.

2. Dial one of the appropriate feature access codes depending on your location:

3. When canceling from the forwarding set, use the Cancel Call Forward - Follow Me feature access code.

4. When canceling from the destination set, use the Cancel Call Forward - Follow Me Remote feature access code.

5. When canceling from a third party set on the network, use the Cancel Call Forward - Follow Me Third Party feature access code.

3. Hang up.

#### 5020 IP Phone, 5220 IP Phone and 5220 IP Phone (Dual Mode), 5224 IP Phone, 5324 IP Phone, and Navigator

To program Call Forward:

1. Press SuperKey.

2. Press No until "Call Forwarding?" appears.

3. Press Yes.

4. Press Next until the type of Call Forward appears.

5. Press Review.

6. If a number is already programmed, press Change.

7. Press Program.

8. Do one of the following:

9. Dial the destination number.

10. For Call Forward I Am Here, dial your extension number.

9. Press Save.

10. Press SuperKey.

To turn Call Forward on or off (once it has been set up):

1. Press SuperKey.

2. Press No until Call Forwarding appears.

3. Press Yes.

4. Press Next until the type of Call Forward appears.

5. Press Review.

6. Press Change.

7. Do one of the following:

8. To turn Call Forward on, press TurnOn.

9. To turn Call Forward off, press TurnOff.

8. Press SuperKey.

To cancel Call Forward - Follow Me:

1. Lift the handset.

2. Dial one of the appropriate feature access codes depending on your location:

3. When canceling from the forwarding set, use the Cancel Call Forward - Follow Me feature access code.

4. When canceling from the destination set, use the Cancel Call Forward - Follow Me Remote feature access code.

5. When canceling from a third party set on the network, use the Cancel Call Forward - Follow Me Third Party feature access code.

3. Hang up.

#### 5320/5320e IP Phone, 5330/5330e IP Phone, 5340/5340e IP Phone

You can create up to 10 Call Forward profiles that identify where to send your incoming calls. Once you create and save a Call Forward profile, you can enable or disable it at any time.

NOTE: The None Profile is a default profile provided by the system. It has no numbers or call forwarding conditions programmed and is used to turn off Call Forwarding.

To create a Call Forward profile:

1. Do one of the following:

2. Press the Forwarding feature key (must be programmed).

3. Press , then Call Forwarding.

2. Press New Profile.

3. Press Edit Profile Name. An on-screen keyboard displays.

4. Press the appropriate keys in the on-screen keyboard to enter the profile name and press Save. This profile name identifies where your phone calls will be forwarded to.

5. Select the check boxes opposite Call Forward categories as follows:

- Always: forwards all your phone calls

- Busy Internal: forwards internal phone calls if your line is busy

- Busy External: forwards external phone calls if your line is busy

- No Answer Int: forwards internal phone calls redirects your calls after several rings if you don't answer

- No Answer Ext: forwards external phone calls redirects your calls after several rings if you don't answer

  NOTE: You can select one or more settings, however, the Always setting takes priority over all other settings.

6. For each of the Call Forward categories:

7. Press Edit Number to display the on-screen keyboard.

8. In the on-screen keyboard, enter the appropriate number.

9. Press Save.

7. Press Save. The edit window closes. This profile is saved but it is not activated. To activate this profile, see turning on Call Forward below.

   NOTE: Press Cancel at any time to exit this shutter without making any changes.

To turn Call Forward once it has been programmed:

1. Do one of the following:

2. Press the Forwarding feature key (must be programmed).

3. Press , and then Call Forwarding.

2. Press the appropriate Profile.

3. Press Activate.

To Cancel Call Forward:

1. Do one of the following:

2. Press the preprogrammed Forwarding key.

3. Press , and then Call Forwarding.

2. Press the appropriate Profile.

3. Press None (Turn Off Call Forwarding).

4. Press Activate.

#### 5320/5320e IP Phone, 5330/5330e IP Phone, 5340/5340e IP Phone, 5360 IP Phone - QUICK CALL FORWARD ALWAYS

To quickly program and enable Call Forward Always:

1. Launch Applications and press Call Forwarding
   or
   Press the Forwarding feature key.

2. Enter the destination number.

3. Press Activate.

NOTE: Call Forward Always takes precedence over all other types of forwarding.

To deactivate Call Forward Always:

1. Launch Applications and press Call Forwarding
   or
   Press the Forwarding feature key.

2. Press Deactivate.

#### 5560 IPT

To program and activate Call Forward:

1. Press Menu.

2. Press Call Forwarding.

3. Press New Profile
   or
   Select an existing profile.

4. Press Edit Profile Name.

5. Enter a new name or edit the existing name.

6. Press Save.

7. Select the desired type of forwarding condition.

8. Always: forwards all your phone calls

9. Busy Internal: forwards internal phone calls if your line is busy

10. Busy External: forwards external phone calls if your line is busy

11. No Answer Int: forwards internal phone calls redirects your calls after several rings if you don't answer

12. No Answer Ext: forwards external phone calls redirects your calls after several rings if you don't answer

8. Press Edit Number and enter the number of the desired destination:

9. Press Save.

10. Press Enable.

11. Press Save twice.

12. Press Activate.

13. Press Close.

To cancel Call Forward:

1. Press Menu.

2. Press Call Forwarding.

3. Press None.

4. Press Activate.

5. Press Close.

#### 69xx IP Phones*

1. Press the key.

2. Tap the Call Forward icon.

3. Tap the applicable Number input fields and enter forwarding destination numbers for the required call forwarding modes.

Tapping the Copy to All? softkey copies the call forward number of the call forward mode in focus to every call forward mode.

4. Tap the checkbox beside the respective call forward mode you want to use to enable the call forward mode.

5. Tap the Save softkey to save your changes.

*For Call Forward operation on the 6910 IP Phones, refer to the MiVoice 6910 IP Phone User Guide for MiVoice Business for more details.

#### 5140 IP and 5240 IP Phones

To program Call Forward:

1. Press SETTINGS, and then press More.

2. Press Forwarding.

3. Select the type of Call Forward.

4. Do one of the following:

5. To forward only internal calls, press Internal.

6. To forward only external calls, press External.

7. To forward both internal and external calls, press Both.

5. Dial the destination number.

6. Press Save/On or press Save/Off.

7. Press SETTINGS.

To turn Call Forward On and Off (once it has been set up):

1. Press Forwarding.

2. Press Next until the type of Call Forward appears.

3. Press Turn Fwd On or Turn Fwd Off.

4. Press SETTINGS.

To cancel Call Forward:

1. Press SETTINGS, and then press the More.

2. Press Forwarding.

3. Select the type of Call Forward.

4. Press the Save/Off command key.

5. Press SETTINGS.

To cancel Call Forward - Follow Me:

1. Lift the handset.

2. Dial one of the appropriate feature access codes depending on your location:

3. When canceling from the forwarding set, use the Cancel Call Forward - Follow Me feature access code.

4. When canceling from the destination set, use the Cancel Call Forward - Follow Me Remote feature access code.

5. When canceling from a third party set on the network, use the Cancel Call Forward - Follow Me Third Party feature access code.

3. Hang up.

#### Symbol NetVision Phone

To program and activate Call Forward:

1. Press FCT.

2. Press # until SuperKey appears.

3. Press SND.

4. Press NAME until Call Forwarding menu appears.

5. Press RCL (Yes).

6. Press RCL (Review).

7. Press RCL (Program).

8. Do one of the following:

9. Dial the destination number.

10. For Call Forward - I Am Here, dial your extension number.

9. Press Menu (Save).

To turn Call Forward On and Off (once it has been set up):

1. Press FCT.

2. Press # until SuperKey appears.

3. Press SND.

4. Press MENU until Call Forwarding menu appears.

5. Press RCL (Yes).

6. Press MENU (Next) until type of Call Forwarding appears.

7. Press RCL (Review).

8. Do one of the following:

9. Press RCL (On).

10. Press RCL (Off).

To cancel Call Forward - Follow Me:

1. Lift the handset.

2. Dial one of the appropriate feature access codes depending on your location:

3. When canceling from the forwarding set, use the Cancel Call Forward - Follow Me feature access code.

4. When canceling from the destination set, use the Cancel Call Forward - Follow Me Remote feature access code.

5. When canceling from a third party set on the network, use the Cancel Call Forward - Follow Me Third Party feature access code.

3. Hang up.

#### Symbol MiNET Wireless Phone

To program and activate Call Forward:

1. Press FCT.

2. Use Top Arrow key until SuperKey appears.

3. Press the Send Key.

4. Press Top Right Hand Key until Call Forwarding menu appears.

5. Press Top Left Hand Key (Yes).

6. Press Top Left Hand Key (Review).

7. Press Top Left Hand Key (Program).

8. Do one of the following:

9. Dial the destination number.

10. For Call Forward - I Am Here, dial your extension number.

9. Press Top Arrow Key to Save.

To turn Call Forward On and Off (once it has been set up):

1. Press FCT.

2. Press Top Arrow Key until SuperKey appears.

3. Press the Send Key.

4. Press Top Right Hand Key until Call Forwarding menu appears.

5. Press Top Left Hand Key (Yes).

6. Press Top Right Hand Key (Next) until type of Call Forwarding appears.

7. Press To p Left Hand Key (Review).

8. Do one of the following:

9. Press Top Left Hand Key (On).

10. Press Top Left Hand Key (Off).

To cancel Call Forward - Follow Me:

1. Lift the handset.

2. Dial one of the appropriate feature access codes depending on your location:

3. When canceling from the forwarding set, use the Cancel Call Forward - Follow Me feature access code.

4. When canceling from the destination set, use the Cancel Call Forward - Follow Me Remote feature access code.

5. When canceling from a third party set on the network, use the Cancel Call Forward - Follow Me Third Party feature access code.

3. Hang up.

#### OpenPhone 27

To program Call Forward:

1. Long press of the key.

2. Press No until "Call Forwarding?" appears.

3. Press Yes.

4. Press Next until the type of Call Forward appears.

5. Press Review.

6. If a number is already programmed, press Change.

7. Press Program.

8. Do one of the following:

9. Dial the destination number.

10. For Call Forward I Am Here, dial your extension number.

9. Press Save.

10. Long press of the key.

To turn Call Forward on and off (once it has been programmed):

1. Long press of the key.

2. Press No until Call Forwarding? appears.

3. Press Yes.

4. Press Next until the type of Call Forward appears.

5. Press Review.

6. Press Change.

7. To turn Call Forward on, press TurnOn. There is no visual indication provided on the handset to show that Call forwarding is enabled; however, there is audible indication. If Call Forwarding is enabled, you will hear interrupted dial tone whenever you go off-hook.

8. To turn Call Forward off, press TurnOff.

7. Long press of the key.

#### SpectraLink Wireless Telephones

To program Call Forward:

1. Press MENU.

2. Press Supr.

3. Press No until "Call Forwarding?" appears.

4. Press Yes.

5. Press Next until the type of Call Forward appears.

6. Press Revw.

7. If a number is already programmed, press Chng.

8. Press Pgm.

9. Do one of the following:

10. Dial the destination number.

11. For Call Forward I Am Here, dial your extension number.

10. Press Save.

11. Press .

To turn Call Forward on or off (once it has been set up):

1. Press MENU.

2. Press Supr.

3. Press No until "Call Forwarding?" appears.

4. Press Yes.

5. Press Next until the type of Call Forward appears.

6. Press Revw.

7. Press Chng.

8. Do one of the following:

9. To turn Call Forward on, press Tn On.

10. To turn Call Forward off, press Tn Of.

9. Press .

Related Topics

- Call Forward - Cancel All

- Call Forward - Delay

- Call Forward - Follow Me - End Chaining

- Call Forward - Follow Me - Reroute when Busy

- Call Forward - Forced

- Call Forward - Override

- Called Termination Features Override