# Calls going straight to voicemail

Canonical: https://warmtransfer.net/knowledge/calls-straight-to-voicemail

Last verified: 2026-09-25

Calls divert directly to voicemail across telephony platforms through immediate forwarding or busy-handling rules[^21][^47][^18]. Understanding how each platform evaluates call-forwarding precedence, timer interactions, and do not disturb mechanisms resolves unintended voicemail routing[^50][^17][^3].

## Cisco Unified Communications Manager and Unity Connection

In Cisco Unified Communications Manager (Unified CM), Call Forward All forwards all calls to a directory number[^21]. When the Voice Mail check box is checked for a Unified CM forward type, Unified CM ignores the Destination and Calling Search Space fields for that forward type[^37]. Call Forward Busy (internal and external) forwards calls only when the line is in use and the configured Call Forward Busy trigger value is reached[^23]. Call Forward No Answer forwards a call when the phone is not answered before the No Answer Ring Duration expires or when the destination is unregistered[^24]. Leaving a line's No Answer Ring Duration empty makes the line use the Cisco Unified Communications Manager Forward No Answer Timer service parameter instead[^35]. Cisco instructs that the Unified CM no-answer ring duration be set lower than the T301 Timer service parameter[^36].

Call Forward Unregistered forwards calls when the phone is unregistered because of a remote WAN link failure and provides automated rerouting through the PSTN[^26]. The Unified CM service parameter Max Forward UnRegistered Hops to DN limits how many forward-unregistered hops are allowed for a directory number at the same time, to prevent forwarding loops[^27]. The Forward Maximum Hop Count service parameter sets the maximum number of times a single call can be forwarded or diverted[^33]. Call Forward No Coverage forwards calls when the hunt list is exhausted or timed out and the associated hunt pilot for coverage specifies Use Personal Preferences[^25]. In addition, Unified CM hunt pilots can set Forward Hunt No Answer and Forward Hunt Busy destinations, which are used when the hunt list is exhausted or the hunt timer expires[^34].

The Unified CM DND Ringer Off option turns off the ringer but still presents incoming call information so the user can accept the call[^32]. With the DND Call Reject option, the incoming call is rejected, with an optional beep or flash notification depending on settings[^28]. If a device in a Unified CM hunt list has DND Call Reject active, calls to that hunt list go to the next member[^29]. High-priority calls, such as Cisco Emergency Responder calls or MLPP calls, still ring a Unified CM device that has DND active[^30]. On Unified CM phones, the message showing that Call Forward All is active has higher display priority than the Do Not Disturb message[^22].

When integrating with Cisco Unity Connection, Cisco advises that the Unity Connection Rings to Wait For setting be 2 rings fewer than the phone system's forward timer, and typically not more than 4[^3]. Unity Connection needs a Rings to Wait For setting of at least 3 rings to transfer a call or make a message notification call properly[^2]. If the phone system forwards a call away before Unity Connection can take a message, one reported symptom is that the caller does not hear the beginning of the user's personal greeting[^1].

For Webex App users on Unified CM calling, call forwarding must first be enabled in the Self Care portal before it can be managed in the app[^39]. When call forwarding is active in the Webex App, a banner at the top of the Calling list shows where calls are being forwarded[^38].

## Webex Calling

Webex Calling offers 4 forwarding conditions for users and workspaces: forward all calls, forward when busy, forward when unanswered after a set number of rings, and forward when the network is disconnected[^47]. Webex Calling's forward-when-network-disconnected option applies when the user is unreachable or the office loses connectivity[^54]. In Webex Calling, Allow forwarded calls to leave voicemail sends forwarded calls straight to the destination's voicemail with Direct Voicemail Transfer (feature access code *55) instead of ringing the forwarding destination first[^49]. Allow forwarded calls to leave voicemail can only be enabled when the forwarding number is internal and has voicemail enabled[^48]. Forward-when-busy is not triggered while call waiting is enabled[^40]. Cisco states that the Webex Calling call-forwarding settings in these articles do not apply when the user is on the Webex App for mobile[^46]. Webex Calling users configure call forwarding directly in Settings > Calling[^39].

Webex Calling user voicemail has 3 routing settings: send all calls to voicemail, send busy calls to voicemail, and send unanswered calls to voicemail after a chosen number of rings[^59]. Webex Calling voicemail features need a voice portal extension set up for the location[^60]. In Webex Calling, a user's call-forwarding settings override their voicemail settings[^50].

When Webex Calling do not disturb is on for a user or workspace, callers get the busy treatment[^41]. For Webex Calling do not disturb calls to reach voicemail, the When busy treatment must be enabled in the user's voicemail settings[^42]. With Webex Calling DND active and voicemail not configured, the caller hears a busy signal[^43]. For Webex Calling users, DND turned on in the Webex App syncs automatically to the registered desk phone, and DND set on the desk phone syncs to the app[^45]. Webex Calling admins can enable a DND ring reminder, which plays a brief tone on the desk phone when a call arrives during do not disturb[^44].

In group routing, a Webex Calling hunt group skips members who are already on another call and moves to the next available member when Advance when busy is set[^51]. A Webex Calling hunt group can forward unanswered calls after a set number of rings, and admins can choose Send to voicemail as the diversion target[^53]. A Webex Calling hunt group can divert calls when all agents are unreachable because of a network outage, and separately when all agents or the hunt group are busy[^52]. In call queues, when a Webex Calling call queue sends a call to an agent, the agent's own call forwarding does not apply[^55]. A Webex Calling call queue can hold 0 to 250 calls, and Cisco advises against setting Number of Calls in Queue to 0[^58]. When a Webex Calling call queue is full, overflow can play busy (fast-busy), play ringing until the caller hangs up, or transfer to a phone number, and a separate option overflows calls after a set wait time[^56]. Webex Calling call queue overflow has a transfer-to-voicemail setting (Overflow Transfer to Voicemail Enable)[^57].

## Microsoft Teams

In Microsoft Teams, Voicemail as a ForwardingTargetType in Set-CsUserCallingSettings is supported only for Immediate forwarding[^15]. In the Teams admin center, the Be immediately forwarded call answering rule stops calls from ringing the user's devices[^7]. Admins can configure Teams user call-forwarding and delegation settings only in Teams Only mode, and the user must have a Teams Phone license[^10]. However, Cloud Voicemail is set up automatically for Teams users and does not need a Teams Phone license[^11].

The Teams UnansweredDelay can be 5 to 60 seconds: 5-second steps up to 15 seconds, then 10-second steps (00:00:05, 10, 15, 20, 30, 40, 50 and 00:01:00)[^20]. Regarding default delay values, sources disagree: the Set-CsUserCallingSettings reference says the default UnansweredDelay is 20 seconds, whereas Microsoft's call-settings article states that if neither the user nor an admin changes the call answering rules, unanswered Teams calls go to voicemail after 30 seconds by default[^19][^14]. For a Teams user whose answering rules were never changed, the Teams admin center and PowerShell show the unanswered target as none and the delay as 20 seconds[^12].

Teams busy on busy is Off by default; set to Use unanswered settings, a new call to a user already in a call, conference or with a call on hold follows their unanswered settings, such as voicemail[^9]. A per-user Teams BusyOnBusyOption applies only when the user's calling policy has BusyOnBusyEnabledType set to UserOverride; otherwise the policy value wins[^8].

Administrative call routing policies can direct calls to voicemail immediately:
- Inbound routing: With Teams inbound PSTN or federated call routing set to Send to voicemail, the call goes straight to voicemail without being shown to the user, and is disconnected if the user has no voicemail[^18]. The default Teams routing for both PSTN and federated inbound calls is Use default settings[^16]. When Teams PSTN or federated routing is set to Use unanswered settings or Send to voicemail, that setting takes precedence over the user's other forwarding, including simultaneous ring to delegates, call groups and call forwarding[^17].
- AllowVoicemail policies: The default Teams Voicemail for inbound calls setting is Let users decide (AllowVoicemail UserOverride), which routes calls to voicemail according to the user's forwarding and unanswered settings[^5]. With the Teams calling policy AllowVoicemail set to AlwaysEnabled, unanswered calls always go to voicemail after ringing for 30 seconds, and Teams call settings hide the unanswered-call option[^4]. With AllowVoicemail set to AlwaysDisabled, calls never go to voicemail, and voicemail is not offered as a forwarding or unanswered target[^6].

## See also

See also [Unified CM dial plan partitions and calling search spaces](https://warmtransfer.net/knowledge/cucm-dial-plan).
See also [Unified CM hunt pilots and hunt lists and line groups](https://warmtransfer.net/knowledge/cucm-hunt-pilots).
See also [Cisco Unity Connection voicemail and migration](https://warmtransfer.net/knowledge/cucm-unity-connection).

## Applicability

Applies to: Cisco Unified Communications Manager, Cisco Unity Connection, Cisco Webex Calling, Cisco Webex App, and Microsoft Teams Phone. Deployments: on-premises and multi-tenant. Sources checked 2026-09-25. Teams inbound call routing covers Calling Plans, Operator Connect, Teams Phone Mobile, and Direct Routing[^18].

## What remains uncertain

How Teams Do not disturb presence affects inbound call routing and priority access is not covered by the sources below. Teams call queue agent opt-out and presence-based routing versus agent personal voicemail is not covered by the sources below. Where a direct caller lands when Unified CM DND Call Reject is active (busy or CFB or voicemail) is not covered by the sources below. Behaviour when a Teams user has no signed-in endpoints (offline) and whether the unanswered timer is skipped is not covered by the sources below. The default and allowed range of rings for Webex Calling Send unanswered calls to voicemail is not covered by the sources below. The default and range of the Unified CM Forward No Answer Timer service parameter is not covered by the sources below. The time before Webex Calling Forward when network disconnected triggers after a device goes unreachable is not covered by the sources below. Whether Webex Calling DND on a member skips them in hunt groups and call queues is not covered by the sources below.

## Sources

[^1]: If the phone system forwards a call away before Unity Connection can take a message, one reported symptom is that the caller does not hear the beginning of the user's personal greeting. Source: [Troubleshooting Guide for Cisco Unity Connection Release 14 - Troubleshooting Call Transfers and Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/troubleshooting/guide/b_14cuctsg/b_14cuctsg_chapter_0100.html), Troubleshooting Call Transfers and Call Forwarding; forward timer synchronization. Checked 2026-09-25.
[^2]: Unity Connection needs a Rings to Wait For setting of at least three rings to transfer a call or make a message notification call properly. Source: [Troubleshooting Guide for Cisco Unity Connection Release 14 - Troubleshooting Call Transfers and Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/troubleshooting/guide/b_14cuctsg/b_14cuctsg_chapter_0100.html), Troubleshooting Call Transfers and Call Forwarding; Rings to Wait For minimum. Checked 2026-09-25.
[^3]: Cisco advises that the Unity Connection Rings to Wait For setting be two rings fewer than the phone system's forward timer, and typically not more than four. Source: [Troubleshooting Guide for Cisco Unity Connection Release 14 - Troubleshooting Call Transfers and Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/troubleshooting/guide/b_14cuctsg/b_14cuctsg_chapter_0100.html), Troubleshooting Call Transfers and Call Forwarding; calls not forwarded to the greeting / Rings to Wait For guidance. Checked 2026-09-25.
[^4]: With the Teams calling policy AllowVoicemail set to AlwaysEnabled, unanswered calls always go to voicemail after ringing for 30 seconds, and Teams call settings hide the unanswered-call option. Source: [Set up Cloud Voicemail](https://learn.microsoft.com/en-us/microsoftteams/set-up-phone-system-voicemail), Control routing of calls to Cloud Voicemail; Using PowerShell (AlwaysEnabled bullet). Checked 2026-09-25.
[^5]: The default Teams Voicemail for inbound calls setting is Let users decide (AllowVoicemail UserOverride), which routes calls to voicemail according to the user's forwarding and unanswered settings. Source: [Set up Cloud Voicemail](https://learn.microsoft.com/en-us/microsoftteams/set-up-phone-system-voicemail), Control routing of calls to Cloud Voicemail; Using Teams admin center step 3 and Using PowerShell (UserOverride bullet). Checked 2026-09-25.
[^6]: With the Teams calling policy AllowVoicemail set to AlwaysDisabled, calls never go to voicemail, and voicemail is not offered as a forwarding or unanswered target. Source: [Set up Cloud Voicemail](https://learn.microsoft.com/en-us/microsoftteams/set-up-phone-system-voicemail), Control routing of calls to Cloud Voicemail; Using PowerShell (AlwaysDisabled bullet). Checked 2026-09-25.
[^7]: In the Teams admin center, the Be immediately forwarded call answering rule stops calls from ringing the user's devices. Source: [Configure call forwarding and delegation settings](https://learn.microsoft.com/en-us/microsoftteams/user-call-settings), Use the Teams admin center; step 7 (Call answering rules). Checked 2026-09-25.
[^8]: A per-user Teams BusyOnBusyOption applies only when the user's calling policy has BusyOnBusyEnabledType set to UserOverride; otherwise the policy value wins. Source: [Set-CsUserCallingSettings (MicrosoftTeams)](https://learn.microsoft.com/en-us/powershell/module/microsoftteams/set-csusercallingsettings?view=teams-ps), Parameters; -BusyOnBusyOption. Checked 2026-09-25.
[^9]: Teams busy on busy is Off by default; set to Use unanswered settings, a new call to a user already in a call, conference or with a call on hold follows their unanswered settings, such as voicemail. Source: [Route inbound calls in Microsoft Teams](https://learn.microsoft.com/en-us/microsoftteams/inbound-call-routing), Configure busy options. Checked 2026-09-25.
[^10]: Admins can configure Teams user call-forwarding and delegation settings only in Teams Only mode, and the user must have a Teams Phone license. Source: [Configure call forwarding and delegation settings](https://learn.microsoft.com/en-us/microsoftteams/user-call-settings), Important note under introduction; License required. Checked 2026-09-25.
[^11]: Cloud Voicemail is set up automatically for Teams users and does not need a Teams Phone license. Source: [Set up Cloud Voicemail](https://learn.microsoft.com/en-us/microsoftteams/set-up-phone-system-voicemail), Cloud Voicemail provisioning. Checked 2026-09-25.
[^12]: For a Teams user whose answering rules were never changed, the Teams admin center and PowerShell show the unanswered target as none and the delay as 20 seconds. Source: [Configure call forwarding and delegation settings](https://learn.microsoft.com/en-us/microsoftteams/user-call-settings), Additional notes (final section, second sentence). Checked 2026-09-25.
[^13]: Microsoft's Change your status in Teams article describes Do not disturb only as a way to stop notifications and says nothing about how incoming calls are routed (inferred). Source: [Change your status in Microsoft Teams](https://support.microsoft.com/en-us/teams/notifications-settings/change-your-status-in-microsoft-teams), Do not disturb description. Checked 2026-09-25.
[^14]: Microsoft's call-settings article says that if neither the user nor an admin changes the call answering rules, unanswered Teams calls go to voicemail after 30 seconds by default (disputed). Source: [Configure call forwarding and delegation settings](https://learn.microsoft.com/en-us/microsoftteams/user-call-settings), Additional notes (final section). Checked 2026-09-25.
[^15]: In Teams, Voicemail as a ForwardingTargetType in Set-CsUserCallingSettings is supported only for Immediate forwarding. Source: [Set-CsUserCallingSettings (MicrosoftTeams)](https://learn.microsoft.com/en-us/powershell/module/microsoftteams/set-csusercallingsettings?view=teams-ps), Parameters; -ForwardingTargetType. Checked 2026-09-25.
[^16]: The default Teams routing for both PSTN and federated inbound calls is Use default settings. Source: [Route inbound calls in Microsoft Teams](https://learn.microsoft.com/en-us/microsoftteams/inbound-call-routing), Introduction; routing options list (Use default settings). Checked 2026-09-25.
[^17]: When Teams PSTN or federated routing is set to Use unanswered settings or Send to voicemail, that setting takes precedence over the user's other forwarding, including simultaneous ring to delegates, call groups and call forwarding. Source: [Route inbound calls in Microsoft Teams](https://learn.microsoft.com/en-us/microsoftteams/inbound-call-routing), Routing for PSTN calls; Routing for federated calls. Checked 2026-09-25.
[^18]: With Teams inbound PSTN or federated call routing set to Send to voicemail, the call goes straight to voicemail without being shown to the user, and is disconnected if the user has no voicemail. Source: [Route inbound calls in Microsoft Teams](https://learn.microsoft.com/en-us/microsoftteams/inbound-call-routing), Introduction; routing options list (Send to voicemail). Checked 2026-09-25.
[^19]: The Set-CsUserCallingSettings reference says the default UnansweredDelay is 20 seconds (disputed). Source: [Set-CsUserCallingSettings (MicrosoftTeams)](https://learn.microsoft.com/en-us/powershell/module/microsoftteams/set-csusercallingsettings?view=teams-ps), Parameters; -UnansweredDelay (last sentence). Checked 2026-09-25.
[^20]: The Teams UnansweredDelay can be 5 to 60 seconds: 5-second steps up to 15 seconds, then 10-second steps (00:00:05, 10, 15, 20, 30, 40, 50 and 00:01:00). Source: [Set-CsUserCallingSettings (MicrosoftTeams)](https://learn.microsoft.com/en-us/powershell/module/microsoftteams/set-csusercallingsettings?view=teams-ps), Parameters; -UnansweredDelay. Checked 2026-09-25.
[^21]: In Unified CM, Call Forward All forwards all calls to a directory number. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forwarding Overview; Call Forward All (CFA) definition. Checked 2026-09-25.
[^22]: On Unified CM phones, the message showing that Call Forward All is active has higher display priority than the Do Not Disturb message. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forwarding interactions; Do Not Disturb interaction. Checked 2026-09-25.
[^23]: In Unified CM, Call Forward Busy (internal and external) forwards calls only when the line is in use and the configured Call Forward Busy trigger value is reached. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forwarding Overview; Call Forward Busy Internal/External definition. Checked 2026-09-25.
[^24]: In Unified CM, Call Forward No Answer forwards a call when the phone is not answered before the No Answer Ring Duration expires or when the destination is unregistered. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forwarding Overview; Call Forward No Answer Internal/External definition. Checked 2026-09-25.
[^25]: In Unified CM, Call Forward No Coverage forwards calls when the hunt list is exhausted or timed out and the associated hunt pilot for coverage specifies Use Personal Preferences. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forwarding Overview; Call Forward No Coverage Internal/External definition. Checked 2026-09-25.
[^26]: In Unified CM, Call Forward Unregistered forwards calls when the phone is unregistered because of a remote WAN link failure and provides automated rerouting through the PSTN. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forwarding Overview; Call Forward Unregistered Internal/External definition. Checked 2026-09-25.
[^27]: The Unified CM service parameter Max Forward UnRegistered Hops to DN limits how many forward-unregistered hops are allowed for a directory number at the same time, to prevent forwarding loops. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forward Unregistered section; Max Forward UnRegistered Hops to DN service parameter. Checked 2026-09-25.
[^28]: With the Unified CM DND Call Reject option, the incoming call is rejected, with an optional beep or flash notification depending on settings. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Do Not Disturb](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_d811ea0d_00_do-not-disturb-12-0.html), Do Not Disturb Overview; DND options (Call Reject). Checked 2026-09-25.
[^29]: If a device in a Unified CM hunt list has DND Call Reject active, calls to that hunt list go to the next member. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Do Not Disturb](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_d811ea0d_00_do-not-disturb-12-0.html), Do Not Disturb interactions; Hunt List. Checked 2026-09-25.
[^30]: High-priority calls, such as Cisco Emergency Responder calls or MLPP calls, still ring a Unified CM device that has DND active. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Do Not Disturb](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_d811ea0d_00_do-not-disturb-12-0.html), Do Not Disturb Overview; high-priority calls. Checked 2026-09-25.
[^31]: The fetched Unified CM Release 15 DND chapter does not say whether a call rejected by DND Call Reject gets busy, goes to Call Forward Busy or voicemail, or gets some other treatment (inferred). Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Do Not Disturb](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_d811ea0d_00_do-not-disturb-12-0.html), Do Not Disturb chapter as a whole (absence of statement). Checked 2026-09-25.
[^32]: The Unified CM DND Ringer Off option turns off the ringer but still presents incoming call information so the user can accept the call. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Do Not Disturb](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_d811ea0d_00_do-not-disturb-12-0.html), Do Not Disturb Overview; DND options (Ringer Off). Checked 2026-09-25.
[^33]: The Unified CM Forward Maximum Hop Count service parameter sets the maximum number of times a single call can be forwarded or diverted. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forwarding; Forward Maximum Hop Count service parameter. Checked 2026-09-25.
[^34]: Unified CM hunt pilots can set Forward Hunt No Answer and Forward Hunt Busy destinations, which are used when the hunt list is exhausted or the hunt timer expires. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forwarding; hunt pilot forwarding (Forward Hunt No Answer / Forward Hunt Busy). Checked 2026-09-25.
[^35]: In Unified CM, leaving a line's No Answer Ring Duration empty makes the line use the Cisco Unified Communications Manager Forward No Answer Timer service parameter instead. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forwarding configuration fields; No Answer Ring Duration field description. Checked 2026-09-25.
[^36]: Cisco instructs that the Unified CM no-answer ring duration be set lower than the T301 Timer service parameter. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forwarding configuration fields; No Answer Ring Duration field description. Checked 2026-09-25.
[^37]: When the Voice Mail check box is checked for a Unified CM forward type, Unified CM ignores the Destination and Calling Search Space fields for that forward type. Source: [Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Call Forwarding](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_mp_c9779fc8_00_call-forwarding-12-0.html), Call Forwarding configuration fields; Voice Mail check box description. Checked 2026-09-25.
[^38]: When call forwarding is active in the Webex App, a banner at the top of the Calling list shows where calls are being forwarded. Source: [Webex App | Forward your phone calls](https://help.webex.com/article/n6ycytf/Webex-App-|-Forward-your-phone-calls), Webex App | Forward your phone calls; forwarding indicator. Checked 2026-09-25.
[^39]: For Webex App users on Unified CM calling, call forwarding must first be enabled in the Self Care portal before it can be managed in the app, while Webex Calling users set it directly in Settings > Calling. Source: [Webex App | Forward your phone calls](https://help.webex.com/article/n6ycytf/Webex-App-|-Forward-your-phone-calls), Webex App | Forward your phone calls; Unified CM vs Webex Calling tabs. Checked 2026-09-25.
[^40]: In Webex Calling, forward-when-busy is not triggered while call waiting is enabled. Source: [Forward your phone calls](https://help.webex.com/en-us/article/ned5dhu/configure-your-call-forwarding-when-not-reachable-(business-continuity)-phonenumber-in-the-calling-user-portal), Forward your phone calls; Forward calls when busy note on call waiting. Checked 2026-09-25.
[^41]: When Webex Calling do not disturb is on for a user or workspace, callers get the busy treatment. Source: [Turn on do not disturb for users and workspaces](https://help.webex.com/en-us/article/n0hbo05/Turn-on-do-not-disturb-for-users-and-workspaces), Turn on do not disturb for users and workspaces; overview. Checked 2026-09-25.
[^42]: For Webex Calling do not disturb calls to reach voicemail, the When busy treatment must be enabled in the user's voicemail settings. Source: [Turn on do not disturb for users and workspaces](https://help.webex.com/en-us/article/n0hbo05/Turn-on-do-not-disturb-for-users-and-workspaces), Turn on do not disturb for users and workspaces; voicemail note. Checked 2026-09-25.
[^43]: With Webex Calling DND active and voicemail not configured, the caller hears a busy signal. Source: [Do not disturb sync between Webex App and desk phone](https://help.webex.com/en-us/article/d307vb/Do-Not-Disturb-Sync-(DND)-between-Webex-App-and-desk-phone), Do not disturb sync between Webex App and desk phone; incoming call behaviour. Checked 2026-09-25.
[^44]: Webex Calling admins can enable a DND ring reminder, which plays a brief tone on the desk phone when a call arrives during do not disturb. Source: [Turn on do not disturb for users and workspaces](https://help.webex.com/en-us/article/n0hbo05/Turn-on-do-not-disturb-for-users-and-workspaces), Turn on do not disturb for users and workspaces; ring reminder. Checked 2026-09-25.
[^45]: For Webex Calling users, DND turned on in the Webex App syncs automatically to the registered desk phone, and DND set on the desk phone syncs to the app. Source: [Do not disturb sync between Webex App and desk phone](https://help.webex.com/en-us/article/d307vb/Do-Not-Disturb-Sync-(DND)-between-Webex-App-and-desk-phone), Do not disturb sync between Webex App and desk phone; overview. Checked 2026-09-25.
[^46]: Cisco states that the Webex Calling call-forwarding settings in these articles do not apply when the user is on the Webex App for mobile. Source: [Configure call forwarding for users and workspaces](https://help.webex.com/en-us/article/nkw9o41/Configure-call-forwarding-for-users-and-workspaces), Configure call forwarding for users and workspaces; note on Webex App for mobile. Checked 2026-09-25.
[^47]: Webex Calling offers four forwarding conditions for users and workspaces: forward all calls, forward when busy, forward when unanswered after a set number of rings, and forward when the network is disconnected. Source: [Configure call forwarding for users and workspaces](https://help.webex.com/en-us/article/nkw9o41/Configure-call-forwarding-for-users-and-workspaces), Configure call forwarding for users and workspaces; forwarding options. Checked 2026-09-25.
[^48]: In Webex Calling, Allow forwarded calls to leave voicemail can only be enabled when the forwarding number is internal and has voicemail enabled. Source: [Configure call forwarding for users and workspaces](https://help.webex.com/en-us/article/nkw9o41/Configure-call-forwarding-for-users-and-workspaces), Configure call forwarding for users and workspaces; Allow forwarded calls to leave voicemail. Checked 2026-09-25.
[^49]: In Webex Calling, Allow forwarded calls to leave voicemail sends forwarded calls straight to the destination's voicemail with Direct Voicemail Transfer (feature access code *55) instead of ringing the forwarding destination first. Source: [Configure call forwarding for users and workspaces](https://help.webex.com/en-us/article/nkw9o41/Configure-call-forwarding-for-users-and-workspaces), Configure call forwarding for users and workspaces; Allow forwarded calls to leave voicemail. Checked 2026-09-25.
[^50]: In Webex Calling, a user's call-forwarding settings override their voicemail settings. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Configure and manage voicemail settings for a Webex Calling user; note on call forwarding precedence. Checked 2026-09-25.
[^51]: With Advance when busy set, a Webex Calling hunt group skips members who are already on another call and moves to the next available member. Source: [Manage hunt groups in Control Hub](https://help.webex.com/en-us/article/o6rfjeb/Manage-hunt-groups-in-Control-Hub), Manage hunt groups in Control Hub; Advance when busy. Checked 2026-09-25.
[^52]: A Webex Calling hunt group can divert calls when all agents are unreachable because of a network outage, and separately when all agents or the hunt group are busy. Source: [Manage hunt groups in Control Hub](https://help.webex.com/en-us/article/o6rfjeb/Manage-hunt-groups-in-Control-Hub), Manage hunt groups in Control Hub; business continuity (Divert calls when all agents are unreachable / busy). Checked 2026-09-25.
[^53]: A Webex Calling hunt group can forward unanswered calls after a set number of rings, and admins can choose Send to voicemail as the diversion target. Source: [Manage hunt groups in Control Hub](https://help.webex.com/en-us/article/o6rfjeb/Manage-hunt-groups-in-Control-Hub), Manage hunt groups in Control Hub; call forwarding (Forward after rings, Send to voicemail); CSV fields Forward After Rings Voicemail Enable. Checked 2026-09-25.
[^54]: Webex Calling's forward-when-network-disconnected option applies when the user is unreachable or the office loses connectivity. Source: [Configure call forwarding for users and workspaces](https://help.webex.com/en-us/article/nkw9o41/Configure-call-forwarding-for-users-and-workspaces), Configure call forwarding for users and workspaces; Forward when network disconnected. Checked 2026-09-25.
[^55]: When a Webex Calling call queue sends a call to an agent, the agent's own call forwarding does not apply. Source: [Configure Call Queue](https://help.webex.com/en-us/article/nzkg083/Configure-Call-Queue), Configure Call Queue; note on agent call forwarding. Checked 2026-09-25.
[^56]: When a Webex Calling call queue is full, overflow can play busy (fast-busy), play ringing until the caller hangs up, or transfer to a phone number, and a separate option overflows calls after a set wait time. Source: [Configure Call Queue](https://help.webex.com/en-us/article/nzkg083/Configure-Call-Queue), Configure Call Queue; Overflow settings. Checked 2026-09-25.
[^57]: Webex Calling call queue overflow has a transfer-to-voicemail setting (Overflow Transfer to Voicemail Enable). Source: [Configure Call Queue](https://help.webex.com/en-us/article/nzkg083/Configure-Call-Queue), Configure Call Queue; bulk CSV field Overflow Transfer to Voicemail Enable. Checked 2026-09-25.
[^58]: A Webex Calling call queue can hold 0 to 250 calls, and Cisco advises against setting Number of Calls in Queue to 0. Source: [Configure Call Queue](https://help.webex.com/en-us/article/nzkg083/Configure-Call-Queue), Configure Call Queue; queue size / Number of Calls in Queue. Checked 2026-09-25.
[^59]: Webex Calling user voicemail has three routing settings: send all calls to voicemail, send busy calls to voicemail, and send unanswered calls to voicemail after a chosen number of rings. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Configure and manage voicemail settings for a Webex Calling user; voicemail call-routing settings. Checked 2026-09-25.
[^60]: Webex Calling voicemail features need a voice portal extension set up for the location. Source: [Configure and manage voicemail settings for a Webex Calling user](https://help.webex.com/en-us/article/hc69wk/Configure-and-manage-voicemail-settings-for-a-Webex-Calling-user), Configure and manage voicemail settings for a Webex Calling user; before you begin. Checked 2026-09-25.