New Contributor
•
3 Messages
Call Forwarding Selective "All external phone numbers" is including internal numbers
I am trying to use Call Forwarding Selective to route away calls made to my exec teams' unique 10-digit phone numbers. I am able to successfully route away external calls, however, it is also routing away internal calls. I want to be able to make internal transfers to them when needed, and to let them be reached by the main number and their extension. I am worried this is because each phone has the unique 10-digit number and they may thus be considered external.
lewie
New Contributor
•
3 Messages
8 days ago
Testing more and I'm seeing that numbers can still be reached via the Hunt Group number, which is great. However, internal transfers are still forwarded which is an issue.
0
0
Comcast_Sara
Official Employee
•
35 Messages
8 days ago
Hello, @lewie! Thank you for reaching out to our Comcast Business Support Community. I'm sorry to hear about the trouble you've had, and I'd love to see what our Digital Care Team can do to help. We're great to work with because we'll always do whatever we can to review and resolve issues quickly. The issue you're facing with Comcast Business Call Forwarding Selective is likely due to how the system treats internal calls, specifically when dealing with 10-digit phone numbers for your executive team.
Here's a breakdown of the problem and potential solutions:
Problem:
- Internal Calls as External: Since your executives have unique 10-digit phone numbers, the system might be treating calls to those numbers as external, even if they originate from within your internal network.
- Call Forwarding Rules: Your Call Forwarding Selective rules are likely triggering on these internal calls, routing them to the designated forwarding destination instead of connecting them within your internal network.
Solutions:
1. Refine Call Forwarding Rules:
- Caller ID Filtering:
If possible, refine your Call Forwarding Selective rules to specifically target calls from external sources (e.g., based on caller ID prefixes, area codes, or specific number ranges).
This will prevent the rules from applying to calls originating from within your internal network.
- Internal Caller ID:
If your internal phone system uses a specific internal caller ID format, you might be able to create rules that exclude calls with that format.
2. Consult with Comcast Business Support:
- Technical Support: Contact Comcast Business technical support and explain the issue in detail. They have in-depth knowledge of their systems and may be able to offer specific solutions or workarounds.
- Escalation: If necessary, escalate the issue to a higher level of support within Comcast Business.
3. Alternative Routing Methods:
- Hunt Group Prioritization: If calls to the Hunt Group are reaching your executives correctly, consider prioritizing calls to the Hunt Group over direct calls to their 10-digit numbers.
- Internal Transfer Rules: Explore options within your internal phone system to create specific transfer rules for calls to your executives' 10-digit numbers, ensuring they are routed internally as expected.
Important Considerations:
- Phone System Configuration: Carefully review the configuration of your internal phone system (if applicable) to ensure it's properly integrated with Comcast Business services.
- Testing: Thoroughly test any changes you make to your call forwarding rules or internal phone system configuration to verify that they are functioning as intended.
By implementing these solutions and working closely with Comcast Business support, you should be able to resolve the issue and ensure that internal calls to your executives' 10-digit numbers are routed correctly. Please let me know if this helps!
2
0