When call forwarding is activated directly from the Avaya desk phone, the setting is not synchronized at the system level. As a result, the softphone does not reflect the forwarding status and continues to ring on incoming calls.

Conversely, when call forwarding is activated from the softphone or configured at the administrative level: the physical desk phones no longer ring, as calls are properly forwarded,

however, no visual indication is displayed on the Avaya IP phone to show that call forwarding is active.

As a result, when a call is routed to the extension, the Avaya IP phone does not indicate that call forwarding is enabled, which may lead to user confusion.

It should be noted that the feature appears to be correctly synchronized when the DND (Do Not Disturb) key is activated directly on the IP phone.

To ensure a consistent user experience and avoid confusion, the solution should provide full synchronization of call forwarding status across all endpoints (desk phones, softphones, and administrative interface).

In particular, the following improvements are expected:

Real-time synchronization of call forwarding settings regardless of where they are activated (desk phone, softphone, or admin portal),

Consistent behavior across all devices in terms of call routing,

Clear visual indication on Avaya IP phones when call forwarding is active.

Addressing these points would significantly enhance usability, reduce user uncertainty, and improve overall service reliability. competing solutions already provide this level of synchronization