How to Set Up Call Forwarding on Busy (Comms Portal)
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Overview
Call Forwarding on Busy (CFB) automatically diverts incoming calls to another number when the mobile is already on a call or the line is engaged. This guide covers enabling the feature and configuring the destination number from the Comms Portal.
Steps to Set Up Call Forwarding on Busy
- Log in to Comms Portal
- Navigate to Services → [select the mobile service] → Features Tab
- Locate CFB (GSM Call Forwarding Subscr Busy) in the feature list
- Toggle the switch on the right of the row to On
- A Save Changes banner appears in the bottom-left corner with the message Apply your feature configuration changes — click Save Changes to commit. The feature status will display as Active.
- Click the settings icon (slider icon) on the same row — the configuration popup opens
- In the MSISDN Number field, enter the destination number in
61format (see examples below) - Click Update
Number format — examples:
| Destination | Example | Enter as |
|---|---|---|
| Australian mobile | 0455 555 555 | 61455555555 |
| Australian landline (NSW) | (02) 5550 1234 | 61255501234 |
| Voicemail (default) | — | 61101 |
| International (UK example) | +44 7700 900123 | 447700900123 |
No
+sign, no spaces, and drop the leading0from the national portion. Wrong format = forwarding will silently fail.
Key Notes
| Item | Details |
|---|---|
| When it triggers | Caller hears busy tone (line engaged) → call diverts to the forwarded number |
| To disable / remove | Toggle the feature switch to Off → click Save Changes in the bottom-left banner to commit. No popup or destination change needed. |
| Validation & testing | After clicking Update, allow a few minutes, then check the Activity Tab for order status Completed. Then have the end-user test the scenario (place a call while the line is busy) before considering the change complete. |
| If the order fails | First verify the MSISDN format follows the 61 rule (no +, no spaces, no leading 0). If the format is correct, email helpdesk@commschannel.com.au with subject Call Forwarding Failed (CFB) 04XXXXXXXX. Do not create a duplicate order — wait for the helpdesk response. |
| If the order is pending too long | Orders normally complete within minutes. If still pending after ~5 minutes, email the helpdesk using the same subject format. Never submit a duplicate order while another order is in flight. |
🎥 Watch the demo video below
(video to be added)
