Troubleshoot: Call Forward When Busy

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If inbound calls do not reach your selected Call Forward When Busy number, there are a few things you will want to check in the Voice Portal. 

  • If there is no power or Internet connection to your Nextiva phone, the star (*) codes to activate and deactivate Call Forwarding will not work.
  • Phones that were manually provisioned may not be able to access the star (*) codes and will have to be forwarded from the Voice Portal.
  • Lastly, double-check that the destination phone number is valid and that Call Forwarding When Busy is toggled on.

To Troubleshoot Call Forward When Busy from the Nextiva Voice Admin Portal:

From the Nextiva Voice Admin Dashboard, hover over Users at the top of the screen and select Manage Users.

Hover your cursor over the name of the user, and select the pencil icon to the right.

To check Do Not Disturb status, select Routing and confirm Do Not Disturb is turned OFF.


Select the Forwarding section and make sure the Call Forward When Busy is turned ON.


Select the pencil icon to the right of Call Forward Busy and confirm the forwarding number is correct and that there are no spaces, dashes, or digits missing.

Select Save to apply all changes.

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