*FWD0 and *FWD1

[eastcoast10]

I have had a complaint from one of our regional offices using an IP Office 500. We have a number of customer services representatives in the office but also a visitor office with a telephone.

The office is reporting the following:
We are having a problem with messages being redirected to the telephone in the visitor’s office instead of the person's voicemail. If a service representative is busy on their telephone periodically the call is being automatically redirected to the visitor phone. The caller often leaves a message but since we don’t actively monitor the visitor phone we don’t often know that it is there.

It is a small office with not a lot of users. What those users have in common is their User profiles have the following coding under short codes

Code: *FWD0
Telephone Number: *9123= *9123 [where *9123 is a short code to the employees embedded voicemail box]
Feature: Forward Number
Line Group ID: 0 [my pstn lines]

The visitor’s telephone is different. In User -->  short Codes it has
*FWD0
Telephone Number: *17 = *17
Feature: Forward Number
Line Group ID: 0
*FWD1
Telephone Number: *9456 = *9456 [*9456 is a short code to the visitor office mailbox]
Feature: Forward Number
Line Group ID: 0

I am assuming that the problem is associated with this configuration on the visitor phone. I have had a good look through the configuration and otherwise can’t find any routing/source codes that might be associated to the problem.

This problem has challenged my understanding of exactly what *FWD0 and *FWD1 are doing, and I am not finding a good explanation in the documentation.

Question one:
My understanding is *FWD0 sets the forward number during the day. *FWD1 sets the forward number after hours but can someone please clarify their function?

Question two: I am at a loss as to how the call might be getting over to the visitor’s telephone. I wonder if anyone has any suggestions?

 

[ThePhoneMn]

I think those FWD codes in Short Codes are system generated. You do all your forwarding from the Forwarding tab of the user. Check the Forward tab of the users that are customer service reps. You may find a check box in Forward Unconditional, or some of the fields at the bottom like Forward On No Answer, etc.

Been there, done that

 

[intrigrant]

If you set the phone on unconditional forward then this shortcode *FWD0 is automatically created.
And when the forward number is changed it will create another shortcode *FWD1 etc. upto eight I believe.
If you change some other features not found in Manager it will create shortcodes for that too, like *RINGER.