How to Set Up Call Forwarding when Not Reachable (Comms Portal)
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Overview
Call Forwarding when Not Reachable (GCFNR) automatically diverts incoming calls to another number when the mobile is switched off, in airplane mode, or has no network coverage. This guide covers enabling the feature and configuring the destination number from the Comms Portal.
Steps to Set Up Call Forwarding when Not Reachable
- Log in to Comms Portal
- Navigate to Services → [select the mobile service] → Features Tab
- Locate GCFNR (GSM Call Forwarding Not Reach.) 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 | Phone is switched off, in airplane mode, or out of network coverage → 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 (switch the phone off and place a test call) 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 (GCFNR) 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)
