Introduction

At the end of this article, you will be able to configure a call diversion object within your call flow on the PBX tab. The article will also assist you with some common uses of the object within your call flow configuration. Should you need any assistance, feel free to contact our support department.

Configuring a call diversion

Call diversion, also known as call forwarding, is a PBX feature which allows you to redirect your calls to an external number to ensure you never miss a call.

1. Once logged in on the customer portal, click on the PBX tab at the top of the page.
2. Select Call Diversion from the toolbox menu on the left, drag and drop it onto the main configuration screen.
   
3. Click on the gear icon on the call diversion component to enter the settings.
   
4. Insert a name and select Add to add an external number.
   
5. Add your country code then enter the preferred external number(s) to forward the calls.
   
6. Set Call Confirm. (optional)
   Call confirm will play a message to the external number being called, asking if they would like to accept the call.
   This is useful if you want to ensure the call flow will continue if the call is not accepted. If Call confirm is not enabled, the call can be "Answered" by a mobile voicemail or automatic system and terminate from the call flow.
   
   
7. When your number or numbers are added, press Save, and Apply Configuration to activate your changes.

For further information, feel free to watch our tutorial video on YouTube titled "Call diversion tutorial".

Please note that there are two different ring modes available, hunt and ring all:

• In the hunt mode, each number will ring in sequence by the amount specified by the ring slider.
• In the ring all, all number will ring together at the same time.

Call diversion uses

It is important to note that the call diversion needs to be connected from an incoming call component in order to function. The simplest method is to connect an inbound number.

You can also connect it after a User or Call Queue, such that if the call is missed by a phone it will move to the diversion.

Adding contact name to external number

Having multiple call diversion numbers can become tricky to manage. The Phonebook feature of the PBX can be used to give the external number a contact name on the PBX call flow page.

To do this, click the Phonebook setting icon on the PBX tab of the customer portal, and then add the contact name and their number.
Important:For this to work, the number needs to be entered in E164 format
Example: 61400123123 instead of 0400123123

Once you click save, your call diversion external number should show like this:

Watch this in action

The video below will show you a visual representation of the areas covered throughout this knowledge base guide.