How to Set Up Unconditional Call Forwarding (Comms Portal)
Overview
Unconditional Call Forwarding (GCFU) automatically diverts every incoming call to another number, the mobile will not ring at all. This guide covers enabling the feature and configuring the destination number from the Comms Portal.
Steps to Set Up Unconditional Call Forwarding
- Log in to Comms Portal
- Navigate to Services > [select the mobile service] > Call Forwarding tab
- Locate the Forward all calls 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 | Always, every incoming call is diverted and the mobile does not ring |
| ⚠ Overrides other rules | While GCFU is Active, CFB, GCFNR, and GCFNY are bypassed. Disable GCFU first if you want the other rules to apply. |
| 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 test call to the mobile) 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 (GCFU) 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) | **21*<number># |
| Turn Off | ##21# |
| Check Status | *#21# |
Always erase (##21#, 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.
