Articles in this section

Tips & Tricks

  • Updated

If you suspect an issue with calls not coming through to the number indicated in the Cisco Call Forwarding tool, try these troubleshooting steps:

 

Cisco Call Forwarding tool:

  1. Navigate to the Call Forwarding section
  2. Untick checkbox next to Forward all calls to:
  3. Click Save.
  4. Re-tick the checkbox next to Forward all calls to:
  5. Enter the correct phone number
  6. Click Save.

OR

  1. Navigate to the Call Forwarding section
  2. Check phone number to make sure calls are being forwarded to the correct analyst (check to make sure you forwarded the right support phone)
  3. Remove phone number
  4. Untick checkbox next to Forward all calls to:
  5. Click Save.
  6. Re-tick the checkbox next to Forward all calls to:
  7. Navigate to Phone Settings->Phone Contacts section and select a different number from the list.
  8. Navigate back to the Call Forwarding section and copy + paste the new number 
  9. Click Save.
  10. Remove phone number
  11. Re-enter previous phone number
  12. Click Save.
  13. Complete test call to ensure call is now being forwarded to the correct number/phone; can ask a colleague to place test call to support analyst’s phone

 

Physical support phone:

  1. Contact phone holder and request they reboot the phone
  2. Unforward and reforward to number
  3. Complete test call to ensure call is now being forwarded to the correct number/phone; can ask a colleague to place test call to support analyst’s phone

*Make sure 9 in front of number

 

Last updated by: Liz Santos