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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??


2 Accepted Solutions

Accepted Solutions

Rob Huffman
Hall of Fame Community Legend Hall of Fame Community Legend
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.



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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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View solution in original post

12 Replies 12

paolo bevilacqua
Hall of Fame Master Hall of Fame Master
Hall of Fame Master

Start mentioning system and version you're using.