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Why are My Calls not Forwarding to Third-party Numbers? | AT&T Office@Hand
Article #71182

This article discusses the possible causes and troubleshooting steps for calls not forwarding to listed third party numbers in user extensions.

There are times that calls to a user extension are not being forwarded to third-party numbers listed in the Call Handling & Forwarding settings. User extensions are affected by this issue.

The possible causes include:

  • Listed phone number is incorrect
  • There’s an issue with the specific phone number
  • The carrier doesn’t support the added special number in the caller ID

Listed phone number is incorrect

Since the phone number is entered manually in the given field, there might be incorrectly entered digit(s). Double check and ensure that the entire phone number is correct.

Issue with the specific phone number

There might be an issue with the phone number itself or with its carrier. Call the phone number directly to isolate the problem and to check if there are possible issues reaching the number.

Carrier doesn’t support the added special number in the caller ID

You can add a special number before or after the incoming number to help you identify the call. If you use this special number feature, unwanted behaviors may occur if the phone number carrier doesn’t support it. This can result in failure to display the appended number in the Caller ID or failure to forward the call completely.

To help isolate the issue, disable the feature by following these steps:

  1. In the Call Handling & Forwarding section of the affected user, click Settings.
  2. Click Edit under Incoming call information.

    Click Edit under Incoming call information.

  3. Uncheck the Enable checkbox under Add Special Number.
  4. Click Save.

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