How to Set Up Call Forwarding when Not Reachable (Comms Portal)
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 — the 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 | 0412 345 678 | 61412345678 |
| Australian landline (NSW) | (02) 5550 1234 | 61255501234 |
| Voicemail (default) | — | 61101 |
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 on the same row — no popup, no update needed |
| Validation | After clicking Update, allow a few minutes, then check the Activity Tab for order status Completed |
| Testing | Ask the end-user to test (switch the phone off and place a test call) 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 (GCFNR) 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) | **62*<number># |
| Turn Off | ##62# |
| Check Status | *#62# |
Always erase (
##62#, 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.
🎥 Watch the demo video below
(video to be added)
