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NotSoClever
Beginner

Call Forwarding Query

Hello, we have a user who would like to forward all calls to their secretary, then have their secretary transfer the call back to them if they want to speak to whoever it is.

Obviously setting this up in the simple way doesn't work because when the secretary tries to transfer the call back then it is effectively diverting straight back to them and of course they are busy. So it is a loop.

How could we set up such a thing??

Thanks

2 ACCEPTED SOLUTIONS

Accepted Solutions
Rob Huffman
Hall of Fame Community Legend

Hi Andrew,

I believe Paolo was referring to the Call Control system ie:

CUCM, CME, CUCM-BE, UC5xx, UC320 etc.

If you are running CUCM Check out this Service parameter and set it to True;

This feature was added around the release of CUCM 6.x

Cisco  Unified CallManager provides a service parameter (CFA Destination  Override) that allows the administrator to override Call Forward All  (CFA) when the target of the CFA calls the initiator of the CFA, so the  CFA target can reach the initiator for important calls. In other words,  when the user to whom calls are being forwarded (the target) calls the  user whose calls are being forwarded (the initiator), the phone of the  initiator rings instead of call forwarding back to the target. The  override works whether the CFA target phone number is internal or  external.

When  the CFA Destination Override service parameter is set to False (the  default value), no override occurs. Ensure the service parameter is set  to True for CFA override to work.

--------------------------------------------------------------------------------

Note CFA override only takes place if the CFA destination matches the calling party  and the CFA Destination Override service parameter is set to True. If  the service parameter is set to True and the calling party does not  match the CFA destination, CFA override does not take place, and the CFA  remains in effect.

Cheers!

Rob

"Celebration it's around us, every nations, all around us.
Singin' forever young, singin' songs underneath that sun" - K'naan

View solution in original post

OK. You need to check what the model of phone you have for the manager and the phone button template you have assigned to the phone. You need a phone button template that has 2 lines on it. If you do, then when you configure the second line it will show on the phone. If you are using xtension mobility, ensure you logout the manager's profile and then log back in.

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"'Nature is too thin a screen, the glory of the omnipresent God bursts through it everywhere"-Ralph Waldo Emerson

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View solution in original post

12 REPLIES 12
paolo bevilacqua
Hall of Fame Master

Start mentioning system and version you're using.

Cisco IP Phone 7961

Rob Huffman
Hall of Fame Community Legend

Hi Andrew,

I believe Paolo was referring to the Call Control system ie:

CUCM, CME, CUCM-BE, UC5xx, UC320 etc.

If you are running CUCM Check out this Service parameter and set it to True;

This feature was added around the release of CUCM 6.x

Cisco  Unified CallManager provides a service parameter (CFA Destination  Override) that allows the administrator to override Call Forward All  (CFA) when the target of the CFA calls the initiator of the CFA, so the  CFA target can reach the initiator for important calls. In other words,  when the user to whom calls are being forwarded (the target) calls the  user whose calls are being forwarded (the initiator), the phone of the  initiator rings instead of call forwarding back to the target. The  override works whether the CFA target phone number is internal or  external.

When  the CFA Destination Override service parameter is set to False (the  default value), no override occurs. Ensure the service parameter is set  to True for CFA override to work.

--------------------------------------------------------------------------------

Note CFA override only takes place if the CFA destination matches the calling party  and the CFA Destination Override service parameter is set to True. If  the service parameter is set to True and the calling party does not  match the CFA destination, CFA override does not take place, and the CFA  remains in effect.

Cheers!

Rob

"Celebration it's around us, every nations, all around us.
Singin' forever young, singin' songs underneath that sun" - K'naan

View solution in original post

And would you do that under the Device Profile?

Ok, so we have Version 5.1.1.3000-4.

So that means this can't be done? Any suggestions on the best way to make it work similar?

Another way is to configure a second line for the user. So on the user/Manager,s phone you will configure two numbers

1. Main number

2. Private number

On the main number you will set a CFA to secretary. when the secretary answers the call, he will call the Mnager on the private  line. Thats it.

You can also configure the private line on the secreatry's phone as a shared line so the secretary can see when the line is in use by the manager

Please rate all useful posts

"'Nature is too thin a screen, the glory of the omnipresent God bursts through it everywhere"-Ralph Waldo Emerson

Please rate all useful posts
Rob Huffman
Hall of Fame Community Legend

Hi Andrew,

This would be under;

System> Service parameters> Publisher> Callmanager service>

Service parameter configuration> Clusterwide Parameters (Feature - Hold Reversion)>

> True

Cheers!

Rob

"Celebration it's around us, every nations, all around us.
Singin' forever young, singin' songs underneath that sun" - K'naan

Rob Huffman
Hall of Fame Community Legend

Hi Andrew,

OK ....that won't work

You could put a "Private" extension on the Manager phone specifically for Transfers from the

Secretary. It would be simple but effective. This number can be a number

outside of your DID/DDI range to save money $$.

Cheers!

Rob

PS: Thank-You to Jonathan you just made my day my friend!

"Celebration it's around us, every nations, all around us.
Singin' forever young, singin' songs underneath that sun" - K'naan

Guys, thanks for your help so far,

One thing, do I need to log this new private number into a phone somewhere for it to ring?

It seems unless we do this, it gets the engaged tone. Or is there a setting that allows it to just be added as a second line on someones phone without having to log it in elsewhere too.

Thanks

The private number needs to be addded as a second line on the Manager's phone. You can also configure it on the secreatry's phone so it becomes a shared line. This way the Secretary can see when the Manager is on a call or when he is free

Please rate all useful posts

"'Nature is too thin a screen, the glory of the omnipresent God bursts through it everywhere"-Ralph Waldo Emerson

Please rate all useful posts

Yes, it is added as a second line on the managers phone. But it only works if we have it logged into a seperate phone.

OK. You need to check what the model of phone you have for the manager and the phone button template you have assigned to the phone. You need a phone button template that has 2 lines on it. If you do, then when you configure the second line it will show on the phone. If you are using xtension mobility, ensure you logout the manager's profile and then log back in.

Please rate all useful posts

"'Nature is too thin a screen, the glory of the omnipresent God bursts through it everywhere"-Ralph Waldo Emerson

Please rate all useful posts

View solution in original post

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