atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems How to Forward Customer's Main Line to Answering Service on IP Office R7

I'm an IT Tech and familiar with SIP trunks and VoIP, but a bit out of my element when it comes to Avaya and analog lines. Customer has analog lines from Comcast plugged into ports on their Avaya IP Office R7 PBX. I have access to their IP Office Manager software. They've asked me to setup call forwarding from their main line to an outside answering service, but I seem to be spinning my wheels.

Can anyone offer me instructions on what to look for in the software to accomplish this?

Bunch of things you will need to set up.
Allow Off-Switch Forward/Transfer on the system
Allow Analog Trunk to Trunk Connect on the lines
Create a phantom user that is forwarded to the answering service
Configure the main line to ring to a hunt group, with another hunt group as its fallback, and put the forwarded user in the fallback group.

PM me if you need more assistance

Might be easier to do the forward through the Comcast GUI if they have one.

If you have Comcast call forwarding on Line 1, you could put a line appearance for that line on a phone, but with NO ringing, and DON'T actually use that line appearance to handle calls (handle calls on the Call Appearance buttons as normal). But access this line key to grab line 1 and enable/disable the forwarding.

It depends how customer want it to be set up, through phone system, or simply through Comcast.

Tommy already gave you 2 solutions.