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Community Member

How to forward calls in CCM?

There must be something simple that I missed or it's that I am a total noob, but I checked the box to forward all calls and typed in the extenstion # that I wanted the calls to go to but it's not working. Ideas?

Thanks, Chet

Hall of Fame Super Red

Re: How to forward calls in CCM?

Hey Chet,

Hope all is well :) The first thing to check here is the CSS assigned to to the Call Forward settings to make sure the calls can access the Forward DN.

Let us know,


Community Member

Re: How to forward calls in CCM?

Hi...I'd like to know if when forwarding to another extension, voicemail can be set to deliver to the forwarded ext. I don't want the v/m message to come back to the original ext.

Thank you,


Hall of Fame Super Red

Re: How to forward calls in CCM?

Hi Linda,

This behaviour is related to the VM System (like Unity) more than CCM;

This default behaviour can be changed in Unity 5.x

Here are the Unity 5.0 release notes;

Route Forwarded Calls by the First or Last Redirecting Number

Cisco Unity supports the option of routing calls based on either the first or last redirecting number when a call is forwarded to Cisco Unity.

Note the following:

This option requires Cisco Unity-CM TSP 8.1(2) or later.

This option is not supported by integrations through PIMG units.

This option can be changed through the Advanced Settings Tool (AST), which is available in Tools Depot.

Call Information Exchanged by the Phone System and Cisco Unity

The phone system and Cisco Unity exchange call information to manage calls and to make the integration features possible. With each call, the following call information is typically passed between the phone system and Cisco Unity:

•The extension of the called party.

•The extension of the calling party (for internal calls) or the phone number of the calling party (if it is an external call and the phone system supports caller ID).

•The reason for the forward (the extension is busy, does not answer, or is set to forward all calls). There is also a reason code for Direct Calls.

Cisco Unified Communications Manager SCCP and SIP trunk integrations can also provide the following call information (the choice of first and last redirecting number is set in the Advanced Settings Tool, which is available in Tools Depot):

•Called number

•First redirecting number

•Last redirecting number


Note Cisco Unity can use either the first redirecting number or last redirecting number, depending on the setting in the Advanced Settings Tool, which is available in Tools Depot.

If you are running a Unity 4.x Version;

For this configure a Voicemail profile (in CCM) for User B and apply it to User A that will allow this type of Call Forward to User B's mailbox.

Or in Unity set up Alternate Extensions so that User A is an Alternate Extension for User B etc. Sharing a Cisco Unity Voice Mail Box between Two or More IP Phones

Configure Alternate Extensions

Open the Unity System Administrator web page.

Navigate to the subscriber's profile. Select Subscribers > Find and Select a Subscriber > Enter Subscriber Information then click Find and click the Subscriber's name for the subscriber that owns the primary phone.

When the subscriber page comes up, select the Alternate Extensions option and click Add.

Enter the alternate extension number and click the Save icon.

From this good Unity doc;

Hope this helps!


Community Member

Re: How to forward calls in CCM?

You don't need to place a check anywhere.The check box is in the Voice Mail column. Just enter the destination in the Coverage/Destination box AND choose the Calling Search Space needed to reach the destination

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