Business VoIP Hervey Bay

Business VoIP Hervey Bay

Bundaberg, Maryborough, Gympie and Sunshine Coast Regions. Servicing Queensland.

Your Voice, Our VoIP, Limitless Possibilities.

A Guide to Managing Inbound Numbers and Call Diversion

Introduction: By the end of this guide, you’ll have the knowledge to acquire inbound numbers, seamlessly integrate them into your PBX configuration, and establish effective call diversions. Should you require any assistance, please don’t hesitate to reach out to our support department.

How to Order a Number: To acquire a new number, follow these simple steps:

  1. Navigate to the “Order services” section located at the top of the customer portal page.
  2. Click on “Phone numbers” in the left-hand column.
  3. You can now proceed to purchase a new number.
  4. Select your desired area.
  5. Choose a number from the list of available options.
  6. To complete your purchase and add the selected number to your account, kindly agree to the service terms and conditions and then click on “Submit order.”

How to Set Up an Inbound Number: Setting up an inbound number is a breeze. Just follow these steps:

  1. Visit the “PBX” section at the top of the customer portal page.
  2. Drag and drop the “Inbound number” object into the workspace.
  3. Click the gear icon to configure.
  4. Provide a name for the inbound number object.
  5. Choose your preferred number from the available list.
  6. Include this number by clicking the right arrow button.
  7. Save your configuration.
  8. Apply the configuration.

How to Set Up Call Diversion to an External Number: Creating call diversions to external numbers is essential for effective communication. Here’s how:

  1. Access the “PBX” section at the top of the customer portal page.
  2. Drag and drop the “Call diversion” object into the workspace.
  3. Click the gear icon to configure.
  4. Assign a name to the call diversion object.
  5. Add an external number by clicking “Add” and then entering the desired number.
  6. Optionally, enable the “Call to confirm” feature to prevent the system from using remote voicemail.
  7. Save your configuration.
  8. You can connect the inbound number object to the call diversion object by joining the two red tabs.
  9. Apply the configuration.

Adding Contact Names to External Numbers: Managing multiple call diversion numbers is simplified with the PBX’s Phonebook feature. Follow these steps:

  1. Click on the “Phonebook” setting icon on the PBX tab of the customer portal.
  2. Add the contact name along with their number.
    • Note: Ensure the number is entered in E164 format (e.g., 61400123123 instead of 0400123123).

Once you click “Save,” your call diversion external number will display with the contact name, making it easy to manage.

How do I manage diverted calls?

Managing diverted calls is essential to ensure that incoming calls are handled appropriately. Here are some common tasks and strategies for effectively managing diverted calls:

  1. Set Up Call Diversion Rules: To start managing diverted calls, you need to have call diversion rules in place. These rules specify how incoming calls should be redirected or handled. Depending on your phone system or service provider, you can usually configure call diversion through a web portal or phone settings.
  2. Choose Diversion Destinations: Decide where incoming calls should be diverted. Common diversion destinations include voicemail, another phone number, a colleague’s extension, or an automated attendant. The choice depends on your specific needs.
  3. Configure Diversion Parameters: Customize diversion settings to suit your requirements. For example:
    • Set the conditions for call diversion, such as forwarding all calls, forwarding when busy, or forwarding when unanswered.
    • Specify the time duration for ringing before diverting.
    • Enable or disable call screening or call confirmation, if available.
  4. Regularly Review Diversion Settings: Periodically review and update your call diversion settings as needed. This is important to adapt to changes in your workflow or business requirements. For example:
    • Update the destination numbers if employees change roles or phone numbers.
    • Adjust the timing for call diversion based on office hours or holidays.
    • Fine-tune call screening preferences.
  5. Monitor Diverted Calls: Stay informed about diverted calls by regularly checking call logs, call history, or notifications from your phone system. This helps you keep track of who is calling and how calls are being handled.
  6. Utilize Call Forwarding Options: In some cases, you may want to forward calls to multiple destinations simultaneously or sequentially. Ensure you understand the call forwarding options available to you, such as simultaneous ringing or call cascading.
  7. Test Diversion Settings: Periodically test your call diversion settings to ensure they are functioning correctly. This can help you identify and resolve any issues before they impact your communication.
  8. Provide Clear Instructions: If you have a team or colleagues who handle calls on your behalf, make sure they understand how diverted calls work and what actions they need to take when handling these calls. Provide clear instructions and training if necessary.
  9. Consider Backup Plans: In case of technical issues or unexpected interruptions, have a backup plan in place. For example, if your primary call diversion destination is unavailable, consider diverting calls to an alternative number or voicemail.
  10. Regularly Update Contact Information: Keep contact information for diversion destinations up to date. Ensure that the phone numbers and extensions are accurate, especially for emergency or critical call diversions.

Remember that the specific steps and options for managing diverted calls may vary depending on your phone system, service provider, or PBX (Private Branch Exchange) setup. Consult the user manual or support resources provided by your communication system for detailed instructions tailored to your setup.

How can I stop my number from diverting to another number?

To stop your phone number from diverting to another number, you’ll need to access your call diversion settings and disable the diversion rule that’s currently in place. The exact steps to do this can vary depending on your phone service provider and the type of phone system you’re using. Here’s a general guide:

  1. Access Call Diversion Settings: Typically, you can manage call diversion settings through your phone’s settings menu, a web portal provided by your service provider, or by dialing specific codes on your phone’s keypad. Refer to your service provider’s documentation or website for specific instructions on how to access these settings.
  2. Locate the Diversion Rule: Once you’re in the call diversion settings, look for the specific rule or diversion option that you want to disable. This is where you’ll find the current call diversion setup.
  3. Disable the Diversion: Depending on the system, there should be an option to disable the diversion. This might involve turning off a toggle switch, deleting the rule, or setting the destination number to “None” or “Cancel.” The wording may vary depending on your phone system.
  4. Save or Confirm Changes: After making the necessary changes to disable the diversion, be sure to save your settings or confirm the changes as required by your system.
  5. Test the Configuration: To ensure that the diversion has been successfully disabled, make a test call to your phone number and confirm that it no longer diverts to the other number.
  6. Contact Customer Support (If Needed): If you encounter any difficulties or if the diversion settings are not accessible through your phone or online account, contact your phone service provider’s customer support for assistance. They can guide you through the process or make the changes on your behalf.

Remember that the terminology and procedures can vary between phone systems and service providers, so it’s important to consult the specific instructions provided by your provider. If you’re unsure about any step in the process, it’s always a good idea to contact your service provider’s customer support for personalized assistance.

What is the difference between call forwarding and call diverting?

“Call forwarding” and “call diverting” are essentially the same thing and are often used interchangeably. They both refer to the process of redirecting incoming phone calls from one number to another. The terminology may differ depending on your location and service provider. Here’s a breakdown of the key points:

Call Forwarding:

  1. Common Terminology: “Call forwarding” is the term most commonly used in North America, including the United States and Canada.
  2. How It Works: Call forwarding allows you to forward incoming calls from your phone number to another phone number or destination of your choice. You can set up call forwarding for specific situations, such as forwarding all calls, forwarding when your phone is busy, or forwarding when you don’t answer.
  3. Example: If you’re busy and can’t answer your phone, you can set up call forwarding to send those calls to your voicemail or another phone number.

Call Diverting:

  1. Common Terminology: “Call diverting” is a term more commonly used in regions outside North America, such as the United Kingdom and parts of Europe.
  2. How It Works: Call diverting is essentially the same as call forwarding. It allows you to divert incoming calls from one phone number to another. Like call forwarding, you can set up diverting for various scenarios, such as diverting all calls, diverting when busy, or diverting when unanswered.
  3. Example: If you’re in a meeting and can’t take calls, you can set up call diverting to redirect those calls to your colleague’s phone.

In essence, whether you call it “call forwarding” or “call diverting,” the process and functionality are the same. It’s a feature that allows you to reroute incoming calls to another number or destination based on specific conditions or preferences. The terminology used may vary based on regional conventions and service providers, but the concept remains consistent.