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External calls are not redirected correctly

Community Manager
Community Manager


We are currently using a Be6000 system and when we schedule a call forwarding on our phones (model 7945) to external numbers, it works perfectly when the original call comes from an internal position, but when it is an external call then this call is sent to the voice box of the telephone station on which the reference is scheduled. I would like to see outsiders also transferred and not put in the voice box.

I know how to find myself in the configuration, but I'm not a specialist enough to know where exactly to look. 

Do you have any suggestions? 

Thank you very much for your support. 

call forwarding.png

8 Replies 8

Nithin Eluvathingal
VIP Mentor VIP Mentor
VIP Mentor

I can see call forward set external to Voice mail. Uncheck the voice mail box and mentioned the number to forward.

If calls from external which forward to an external number  are failing, probably this is due to calling number which is send to ISP. Changing  Last redirecting on gateway could solve it.



Response Signature

Thanks for your answer Nithin. 

I unchecked every voicemail check box and pasted the external phone number in every fields just to make sure but its still forward me to the voice mail. 



I also changed the Calling Party Selection to Last Redirected Number (External) 


Do you have anything else in mind that I could try? 

Thanks again  


No need to change the call forward external as you have already set the Call Forward All to external number. This configure will override the other call forward settings. 

Can you tell us how you are routing the external calls, whether its via PRI or SIP trunk and if possible share the debugs from the gateway for one working (Call from internal number forwarded to external number) and one non working call (Call from external number) to check what is the Calling number being sent to provider.

If you are using PRI, get "debug isdn q931" and if you have SIP trunk, get "debug ccsip messages"

Please mark all useful posts as helpful and solutions as accepted wherever applicable


in this case user needs to route the call to internal number not the external number 

this configuration need to check the check following perameters

1.check if any application dial rule applied to discard any dight

2.check for forced authorisation code is applied for the routing

3.check if right css is applied for call forward option is applied


Sadav Ansari
Rising star
Rising star

Run the DNA and share the call flow for external number forwarding.


Also put the number on call forward all section and provide the appropriate css.

Then check the Route Pattern for that external number if it’s on cucm or not.

If RP is there and pointing toward the correct voice Gateway then collect the debug from voice gateways and share here.


debug isdn q931

debug ccsip message

debug ccapi input 


++show run

++show dial-peer voice summary

Pls rate if its “Helpful”. If this answered your question then pls click “Accept as Solution”.



Sadav Ansari


On the line configuration Page in the call forwarding section, change the Calling Search space Activation policy to "With Configured CSS" value and let me know if it makes any difference.







Please rate all helpful posts "The more you help the more you learn"


please check prefix you use it and CSS is true .

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