This section contains topics looking at how users can have their calls automatically redirected. As illustrated, there is an order of priority in which the redirect methods are used.
Retrieving Externally Forwarded Calls
Where a call is forwarded to an external destination and receives busy or is not answered within the forwarding user’s No Answer Time, the system will attempt to retrieve the call. If forwarded on a trunk that does not indicate its state the call is assumed to have been answered, for example analog loop start trunks.
Off-Switch Forwarding Restrictions
User forwarding is subject to the same restrictions as transferring calls. To bar a user from forwarding calls to an external number, the Inhibit Off-Switch Forward/Transfers (User | Telephony | Supervisor Settings) option. To bar all users from forwarding calls to external numbers the Inhibit Off-Switch Forward/Transfers option can be used.
When transferring a call to another extension that has forwarding enabled, the type of call being transferred is used. For example, if transferring an external call, if the transfer target has forwarding of external calls enabled then the forward is used.
The Block Forwarding setting is used for enforcing predictable call routing, where the call should always go to the same destination. This setting was implemented for contact center applications.
Block Forwarding can be set for a user on the User | Forwarding page or as a user rights setting on the User Rights | Forwarding page.