How to Set Up Call Forwarding on Busy (Comms Portal)
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] > Call Forwarding tab
- Locate the When the line is busy row
- In the number field on that row, enter the destination number in
61format (see examples below) - Toggle the switch on the right of the row to On, the status will display as Active
- Click Save forwarding at the bottom of the page, it appears once you've made a change
Number format, examples:
| Destination | Example | Enter as |
|---|---|---|
| Australian mobile | 0412 345 678 | 61412345678 |
| Australian landline (NSW) | (02) 5550 1234 | 61255501234 |
| Voicemail (default) | - | 61141 |
No + sign, no spaces, and drop the leading 0 from the national portion. Wrong format means forwarding will silently fail.
Key Notes
| Item | Details |
|---|---|
| When it triggers | Caller hears busy tone (line engaged), call diverts to the forwarded number |
| Apply to all | Use the Apply to all link next to the number field to copy this destination number into every other forwarding condition on the tab in one step |
| To disable / remove | Toggle the feature switch to Off on the same row, then click Save forwarding to confirm the change |
| Validation | After clicking Save forwarding, allow a few minutes, then check the Activity Tab for order status Completed |
| Testing | Ask the end-user to test (place a call while the line is busy) before considering the change complete |
| If the order fails | If status shows Rejected or Cancelled, do not retry, email helpdesk@commschannel.com.au with subject Call Forwarding Failed (CFB) 0412 345 678. Do not create a duplicate order. |
| 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. |
USSD Alternative (Handset Method)
If portal access isn't available, this can also be set directly from the handset using USSD codes. These are a direct exchange between the handset and the network, Comms Channel has no visibility or log of when a customer uses one, unlike the portal method above, which is tracked via the Activity Tab.
| Action | Code |
|---|---|
| Turn On (register & activate) | **67*<number># |
| Turn Off | ##67# |
| Check Status | *#67# |
Always erase (##67#, or ##002# to clear everything) before re-registering a new number, reactivating over a stale registration can cause the network to behave inconsistently even though the handset shows the change went through. Allow a short delay before testing.
Full code reference (voicemail diversion, call waiting, caller ID) is in How to Manage Call Forwarding & Call Features Using USSD Codes.
