Example 4 - Call answering and forwarding service incorporating voice mail

user requirements

I work five days a week for someone else but also need to take calls during the day on my own part-time business. I need these calls to go to my mobile but I can only answer them if I am not busy. I would like the calls to my mobile to be preannounced so that I can decide whether to take the call or not. Calls I cannot answer need to be indicated to me so that I can return them later.

step-by-step set-up instructions

This example is based on the Callagenix Call Diversion service.

It uses mailboxes to store voice mails from missed calls and Callers to preannounce who the caller is.

  1. From the Services menu, create a service of type Call Diversion - call it something like Part Time Business.
  2. Edit the welcome prompt for the service to say the message you wish to provide. Typically this should say something like 'Thank you for calling company abc'.
  3. Edit the Call answer properties of the service. Since you may well want to keep the telephone numbers of your callers you should turn on the option to Add to Callers, in this case each individual callers details will be saved into your callers list which is accessible through the Accessories menu. Change the
  4. Edit the Divert Preamble prompt for the service to say the message you wish to provide. Typically this should say something like 'Connecting you to Sales, please hold...'.
  5. Set the Voice Mail prompt to reflect the information you wish to collect from the caller. e.g. 'All of our agents are busy at present but please leave your name and telephone number after the beep and we will get back to you as soon as possible'.
  6. In the Divert section of the service set-up, enter the number of your mobile that you wish to use to take the calls from your part time business. Set the No answer timeout to some sensible figure (the call will go to the mail box you define after this time expires) and ensure that the Auto acceptance option is turned off. With this option turned off your calls will be presented to you on your mobile telling you who is calling (if known), which service they called (the Answer Prompt) and you will then be able to accept or reject the call.
  7. Also in the Divert section of the service set-up select the mail box that you wish to use to store and redirect your messages. See Example 3, Items 6 to 8 for instructions on how to set up a mail box. You should set this mail box to notify by SMS your mobile that you wish to alert if you have not been able to take any calls directly.
  8. As per previous examples you should now test the service using the test number and PIN, modifying it as required until you are satisfied it is doing what you expect.
  9. When you are satisfied you should then get a number of the type you want to use to run this service (as described in Making a Service Live) and purchase the relevant operating voucher depending on expected call volumes.

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