Modern business communication relies on systems like Avaya to handle high volumes of calls efficiently. However, there are moments when you need to redirect a call to a colleague, a department, or an external number. Knowing how to forward calls from Avaya phone sets ensures that no inquiry goes unanswered and that your workflow remains uninterrupted.
Understanding Call Forwarding on Avaya
Call forwarding on an Avaya phone is a feature that allows you to reroute incoming calls to another extension, a voice mailbox, or an external number. This functionality is vital for maintaining professionalism when you are away from your desk or when a call needs to reach the right expert immediately. The system offers multiple methods to activate this feature, depending on your specific phone model and the configuration of your network.
Using the Speed Dial Method
The most common way to forward calls on Avaya phones is through the speed dial feature. This method is typically used for forwarding to a specific internal extension or a pre-configured external number. The process requires you to input a sequence of codes followed by the destination number.
Step-by-Step Instructions
Pick up the handset or press the speakerphone button to activate the line.
Dial the feature access code, which is usually 72 for temporary forwarding or 74 for busy/no-answer forwarding.
Enter the destination phone number or extension you wish to route the calls to.
Press the # key or the Send button to confirm the action.
Once completed, you will usually hear a confirmation tone or a recorded message indicating that the forwarding is active. The specific codes can vary based on your system administrator's setup, so it is always good to verify the exact key sequences if the standard codes do not work.
Configuring via the Feature Control Key (FCK)
For users of newer Avaya phone models, such as the 96xx or 85xx series, the Feature Control Key (FCK) provides a more visual and less error-prone method. This function key is usually labeled with a symbol or text that indicates its ability to manage call rules.
Navigating the Menu
Pressing the FCK typically opens a menu on the phone's screen that allows you to manage various settings. From this menu, you can access call forwarding settings directly without memorizing specific numeric codes.
Feature Type | Code/Action | Description
Busy Forward | Feature 74 | Forwards calls when your line is occupied.
No Answer Forward | Feature 73 | Forwards calls if they are not answered within a set time.
Immediate Forward | Feature 72 | Forwards all incoming calls immediately.
Setting Up No-Answer Forwarding
Sometimes, you cannot take a call because you are already on another line or simply away from the phone. Setting up no-answer forwarding ensures that calls are redirected after a set number of rings, usually between three and five. This is particularly useful for capturing leads or ensuring that clients are never left waiting.
