group divert service

This service is intended to be used in Switchboard services where it is necessary to divert calls to larger groups of people than would be convenient using a Call Diversion service. Each real telephone number is given an extension number and these extensions are grouped together to form an extension group. The Group Divert service then diverts calls to this extension group.

There are three possible ways of distributing the call, determined by the settings in the extension group:

• Callers enter an extension number. The call is diverted directly to the extension number and, if it is not answered, it can be diverted to a default extension number or a voice mail box. This option is appropriate when the caller knows exactly who he wishes to speak to.
• The call is diverted to the extension number in the group having the highest priority. If it is not answered, the call is diverted to the extension number having the next lower priority and so on until the default extension number is reached. If it is still unanswered it can be diverted to a voice mail box. This option might be appropriate where, for example, there was a sales team with varying responsibilities and some were more suitable to take this particular call than others.
• The call is diverted to the extension number in the group which has not taken calls for the longest period of time. If it is not answered, the call is diverted to the extension number having the next lower call inactivity and so on until the default extension number is reached. If it is still unanswered it can be diverted to a voice mail box. This option might be appropriate where, for example, there was a sales team all with similar responsibilities and this was seen as a fair way of distributing incoming calls.

At all times the caller is unaware of the actual number being dialled.

related topics

This service can operate on any style of telephone number, whether Premium rate, National, Local rate or Freephone

For more information on how this service is set up, click here.

For details of other services, click here.