How to Troubleshoot Call Forward When Unanswered

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If inbound calls do not reach your selected Call Forward When Unanswered, there are a few things you will want to check in the Voice Portal. 

  • Is Do Not Disturb is Enabled? This will prevent all calls from forwarding until DND feature is turned Off.
  • If there is no power or Internet connection to your Nextiva phone, the star (*) codes to activate and deactivate Call Forwarding will not work.
  • Phones that were manually provisioned may not be able to access the star (*) codes and will have to be forwarded from the Voice Portal.
  • Lastly, double-check that the destination phone number is valid and that Call Forward When Unanswered is toggled on.

To Troubleshoot Call Forwarding When Unanswered from the Nextiva Voice Admin Portal:

  1. From the Nextiva Voice Admin Dashboard, hover over Users at the top of the screen and select Manage Users.
  2. screen

  3. Hover your cursor over the name of the user, and select the pencil icon to the right. screen
  4. To check Do Not Disturb status, select Routing and confirm Do Not Disturb is turned OFF.
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  6. Select the Forwarding section and make sure the Call Forward When Unanswered is turned ON.
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  8. Select the pencil icon to the left of Call Forward When Unanswered and confirm the forwarding number is correct.
  9. Select Save to apply all changes. 
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