In FreePBX 17, call forwarding is usually controlled from the handset or softphone by dialling feature codes as though making a call.

The steps are the same on a desk phone and a softphone:

1. Make sure the extension is idle.
2. Open the dial pad.
3. Enter the relevant feature code.
4. Press the phone’s Dial, Call or Send button.
5. Wait for the confirmation tone or spoken prompt, then hang up.

The codes below are the standard FreePBX defaults. On some systems they may have been changed by the administrator.

Important points before using call forwarding

• Dial the code from the extension that is to be forwarded.
• For an internal extension, enter the extension number as the destination.
• For an external number, enter it exactly as it would normally be dialled from that extension.
• If the phone system requires a prefix for external calls, include it.
• “Prompting” means the PBX asks for the forwarding destination after the code is dialled, instead of entering the destination as part of the initial dial string.

Default FreePBX call forwarding codes

Function	Activate with number	Prompt for number	Cancel
Forward All	*72 + destination	*74	*73
Forward on Busy	*90 + destination	*92	*91
Forward on No Answer / Unavailable	*52 + destination	*54	*53

Forward all calls

Use this when every incoming call should be sent somewhere else immediately.

To enable Forward All

• Dial *72 followed by the destination number.

Examples:

• Forward all calls to extension 201: *72201
• Forward all calls to an external mobile: *7207XXXXXXXXX
• If an outside line prefix is required, include it, for example: *72907XXXXXXXXX

Prompting method

• Dial *74
• When prompted, enter the destination number
• Press # if the system expects an end-of-entry key
• Wait for confirmation, then hang up

To cancel Forward All

• Dial *73

What it does

• All incoming calls to the extension are redirected immediately.
• The extension usually does not ring first.

Forward calls only when busy

Use this when calls should be forwarded only if the extension is already on another call.

To enable Busy forwarding

• Dial *90 followed by the destination number.

Examples:

• Forward busy calls to extension 202: *90202
• Forward busy calls to an external number: *9007XXXXXXXXX

Prompting method

• Dial *92
• Enter the destination when asked
• Press # if required
• Wait for confirmation, then hang up

To cancel Busy forwarding

• Dial *91

What it does

• Calls are forwarded only when the extension is considered busy.
• If call waiting is enabled on the extension, the phone may still present a second incoming call instead of treating the extension as busy. In that case, Busy forwarding may not trigger in the way expected.

Forward calls on no answer or when unavailable

In FreePBX this is usually described as No Answer / Unavailable.

Use this when calls should be forwarded if:

• the extension rings but is not answered, or
• the phone is unreachable, unregistered or offline, depending on system configuration

To enable No Answer / Unavailable forwarding

• Dial *52 followed by the destination number.

Examples:

• Forward unanswered calls to extension 203: *52203
• Forward unanswered calls to an external number: *5207XXXXXXXXX

Prompting method

• Dial *54
• Enter the destination when prompted
• Press # if required
• Wait for confirmation, then hang up

To cancel No Answer / Unavailable forwarding

• Dial *53

What it does

• The call rings the extension first.
• If the call is not answered within the system’s ring timeout, it is forwarded.
• The ring time is usually controlled by the PBX configuration and is not normally changed from the handset using feature codes.

What “prompting” is for

The prompting option is useful when:

• the destination number is long
• the user is more comfortable entering the number after hearing instructions
• mistakes need to be reduced when entering external numbers

Typical process:

1. Dial the prompting code, such as 74, 92 or *54
2. Listen for the PBX prompt
3. Enter the forwarding destination
4. Confirm with # if required
5. Hang up after the confirmation message or tone

Which forwarding mode takes priority

If more than one forwarding mode is enabled, the usual behaviour is:

1. Forward All takes priority over everything else
2. Busy applies only when the extension is busy
3. No Answer / Unavailable applies only when the call is not answered or the extension cannot be reached

This means:

• If Forward All is on, callers are normally sent straight to that destination.
• Busy and No Answer can both be active at the same time, often with different destinations.
• Cancelling one type of forwarding does not automatically cancel the others.

Common examples

Forward all calls to reception

*72200

Cancel forward all

*73

Forward busy calls to a colleague

*90215

Cancel busy forward

*91

Forward unanswered calls to a mobile

*5207XXXXXXXXX

Cancel no answer / unavailable forward

*53

Use prompting for forward all

*74

How to confirm that forwarding is active

Depending on the handset or softphone, one or more of the following may happen:

• a forwarding icon appears on screen
• the display shows a message such as “CFWD”
• a confirmation tone is heard after the code is dialled

The most reliable method is to place a test call to the extension and confirm the behaviour.

Common issues

The code does not work

Possible causes:

• the system administrator has changed the default feature codes
• the feature has been disabled
• the code was dialled from the wrong extension
• the phone requires pressing Dial or Send after entering the code

External forwarding fails

Possible causes:

• the destination number was not entered in the correct format
• the extension is not permitted to make external calls
• an outbound dial prefix was missed
• the PBX does not allow forwarding to external destinations for security or cost-control reasons

No Answer forwarding happens too quickly or too slowly

• The delay before forwarding is usually set by the extension or PBX ring timer.
• This is normally an administrative setting rather than a handset feature-code setting.

Busy forwarding does not trigger

• If call waiting is enabled, the extension may not be treated as busy on the first active call.
• In that case, the second call may still ring through instead of forwarding.

Quick summary

• Forward All
• Enable: *72 + destination
• Prompting: *74
• Cancel: *73

• Forward on Busy
• Enable: *90 + destination
• Prompting: *92
• Cancel: *91

• Forward on No Answer / Unavailable
• Enable: *52 + destination
• Prompting: *54
• Cancel: *53

These codes are the standard end-user method in FreePBX 17 for controlling call forwarding from a handset or softphone.