setting up group divert call flow

The heading gives the name of the service, the telephone number (and PIN, if applicable) it is connected to, and its status. For help with testing the service, click the How to try this service help button. To check how much this service would cost if attached to a real number click the What does this cost? link. To see how to make the service work with a real telephone numbers, click the Make it Live link.

The service is set up by selecting items on the chart on the left and amending the data displayed - be sure to save the changes using the Save Changes link each time. Note that prompt messages can also be amended over the phone - the link at the bottom of the form will tell you how.

Other links at the bottom of the form allow you to delete the service or copy the service (when you wish a copy of the service to be associated with real telephone numbers).



This is the unique identifier for the service shown. This should be set to something descriptive of the created service.


This shows the current status of the service. It can be set to Answer Calls or Do Not Answer Calls. When a service is set to Answer Calls it will be started when a call is received on the number / PIN combination attached to it. When the service is set to Do Not Answer Calls then the attached number will give an engaged or out-of-order tone if dialled and the service will not be started. However, if the number is a number / PIN combination then it will answer the call, ask for the PIN and just hang up.

call answer

seconds to ring

This setting defines the minimum number of seconds that the caller will hear the ringtone for prior to the service starting. It should be noted that this setting is approximate since database access speeds may result in the time being longer from time to time.

call counter to increment

When calls are received by the system they are automatically logged against the service and the account. As well as this, however, the user may also add them into a call counter. This concept is useful for monitoring the number of calls received by, for example, a sales team.

fax service to run

You can divert incoming faxes automatically to a mail box if you wish, using a fax service (which you need to create first). This option selects the fax service to use.

add callers to list

You can compile callers' numbers into a callers list using this option.

save recordings into mail box

You can record incoming calls in one of your mail boxes if you wish, using this option.

welcome message

This message will be played to the caller immediately following the answering of the call. It would typically consist of your company name and the service being offered. The options offered are the standard message options.

divert preamble message

This message is played prior to the call being diverted to the extension group. It would typically confirm the destination of the call, e.g. Sales, Customer service, etc. The options offered are the standard message options.

group divert

extension group

This is the extension group you would like the call diverted to. How calls are answered is determined by the settings of the extension group.

no answer message

This message is played if the diverted call has not been answered within the specified number of seconds. The options offered are the standard message options.

busy message

This message is played if the Divert Number when called is engaged. The options offered are the standard message options.

answer message

This message is played to announce the call to the Divert Number once it has been answered. The options offered are the standard message options.

voice mail message

This message is played to a caller prior to being put through to the Voice Mail system. It would typically confirm who the message is being left for, or instruction as to the nature of the message to be left. The options offered are the standard message options.

call end

There are no specific settings governing the end of the call. If either party hangs up then the call is dropped.