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Call Forwarding Not Working to External Numbers

Call Forwarding Not Working to External Numbers

Call Forwarding Not Working to External Numbers

Hi all,

I have recently inherited a site where they have Avaya with an IP 500 V2 6.0 (8)IP Office box on site. I am trying to setup call forwarding for a certain extension, that will ring an external number. I have done this in the past at other places without issue, however, that is not the case here.

After setting up the Call Forwarding for the desired extension, and saving/merging the config, I am unable to get it to work. Here is what happens:

I call the phone number of the business, am greeted with the auto-attendant and enter the extension that has been setup with Call Forwarding. It beeps a couple of times (as I have seen in the past), then it rings the number that I setup the Call Forwarding to go to (as I am physically in the same room to verify), however, it rings 1x quick, and then I am immediately taken back to the auto-attendant. If I pickup the phone that the call is forwarded to immediately after it rings, the call still disconnects.

Some additional details on this site, is that they have to dial 9 twice, so 99XXX-XXX-XXXX to make a call, or, they have buttons on their phones to choose an outgoing line (I have not seen this setup before - albeit, my experience with Avaya setups can be counted on just two hands). But, the other sites where I have been able to get Call Forwarding to work, have all been environments where you just dial 9 one time to get out, or the phones are live and no 9 is required.

I have probably left out a bunch of information, but, am happy to provide it/anything else as needed.

Thank you for your time and help.


RE: Call Forwarding Not Working to External Numbers

2 issues here, 1 they have centrex analog lines it sounds like so insert a 9 in the ars, 2- allow trunk to trunk transfer on the analog trunks.

RE: Call Forwarding Not Working to External Numbers


If I put in the phone number with 2 9s (99XXXXXXXXXX) then the call at least tries to connect. With just the 1 9, it does not even do that.

We have 5 different outgoing numbers we could call from. Do I check 'Allow Analog Trunk to Trunk Connect' for each of these under the Analogue Options tab?

Thank you.

RE: Call Forwarding Not Working to External Numbers

You would only insert 1 9 in the ars, and yes on the allow trunk to trunk connect.

RE: Call Forwarding Not Working to External Numbers

Thank you Joe2938. I made the changes to the 5 lines (checked the 'Allow Analog Trunk to Trunk Connect') and tested things successfully after saving the config and rebooting the system.

I did not make the ARS addition, as this setup is only going to be for 6-8 Weeks and changes being made are strictly to just forward numbers to our main line to the temporary office, while our primary building is being remodeled.

Not sure if the ARS part was supposed to be necessary for our instance, but, it appears, at this point, it was not needed (I just kept the forward to phone # with 99XXXXXXXXXX as the entry.

Thank you again for your help.


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