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The incoming calls to a particular IP phone extension registered to Cisco CallManager are forwarded to an external phone number even though the call forwarding option is unchecked


Core Issue

The call forwarding option is checked on the user page, but even after the option is unchecked, calls are still forwarded to the number which was previously configured.

The phone line configuration on the Cisco CallManager Admin Page to which the IP phone is registered shows that calls are not forwarded.

If you restart the Cisco Telephony Call Dispatcher (TCD) Service, it does not resolve the issue. None of the shared lines with regards to this extension do not forward calls.

The Cisco CallManager traces show that the calls to this particular extension are forwarded to the external public switched telephone network (PSTN) number. It is unusual that the forward source is blank.


Check for any database replication issues. Refer to Cluster database replication is affected by a change in the CCMAdmin and SQLSvc passwords in Cisco CallManager for more information.

In case there are no replication issues and you still face the same issue, try these options:

  • Place a dummy number in the call forward field on phone line configuration page.

  • Do an update.

  • Remove the number and update again.

In case this issue is still not resolved, use the TAC Service Request Tool in order to open a case with Cisco Technical Support.

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