Logo
Sign In
>
>
>

What do I do if my calls using CommPortal are forwarding somewhere I didn't request?

What You Are Experiencing
Callers are being sent to a different number or destination without you intending it. You may hear reports from callers that they reached the wrong person, or you are missing calls entirely because they are being rerouted.

Most Likely Cause
A call forwarding rule is active in CommPortal that was either set previously and not cleared, or was set accidentally. CommPortal has multiple forwarding layers and any one of them can redirect calls independently.

How to Fix This
Step 1: Log In and Open Call Manager

  1. Go to https://phone.wowforbusiness.com and log in.
  2. From the Dashboard, click Open Call Manager.

Step 2: Check Unconditional Forwarding
Unconditional forwarding sends every call to another number regardless of your phone status.

  1. Look at the Incoming calls will dropdown.
  2. If it shows Forward to another phone, that is unconditional forwarding. Change it to Ring your Account Phone.
  3. Click Apply to save.

Step 3: Check Conditional Forwarding Rules
Even when incoming calls are set to ring your phone, these advanced rules can still redirect specific situations:

  • If there is no answer: Check whether this is set to Forward to another phone. If you want unanswered calls to go to voicemail, select Send to voicemail instead.
  • If your phone is busy: Same as above. Confirm this is set to Send to voicemail unless you intentionally want busy calls forwarded elsewhere.
  • Forward if Unavailable: Found under Advanced Settings. Disable this if you did not intentionally configure it.
  • Forward Selected: Found under Advanced Settings. Check whether specific numbers are being forwarded to an unexpected destination.
  1. For each setting that needs to change, click the rule, update or clear it, then click Apply.

Shortcut Codes
Forward All Calls
To Enable Dial *72
To Disable Dial *73

Delayed Forwarding (No Answer)
To Enable Dial *92
To Disable Dial *93

Busy Forwarding
To Enable Dial *90
To Disable Dial *91

Selective Call Forwarding
To Enable Dial *63
To Disable Dial *83

TIP: If you want to quickly stop all forwarding from your desk phone, dial *73 to disable unconditional forwarding without logging in to CommPortal.

Contact Us if:
No forwarding rules appear active in CommPortal but calls are still being redirected. You cannot identify where calls are going.
A forwarding rule you did not create is present and you cannot remove it.

Quick Links
Account & Billing | See All Topics >TV & Streaming Apps | See All Topics >Internet | See All Topics >