You can alter your divert settings using the dashboard, you can choose to either:
- Turn diverts off
- Divert to voicemail
- Divert to another extension within your Deskphone system
- Divert to a phone number outside of your Deskphone system e.g. your mobile. If you are using this option, please ensure that the number is entered in the correct format - i.e. 441234567890
Login to your dashboard account - https://customerv2.desk-phone.com/
You will then be taken to your dashboard home screen.
Click on the edit button next to the extension that you would like to change the divert settings on.
At the bottom of the next screen you will then see the divert options.
FORWARD ALWAYS - if you select this option, the phone will not try to ring and will always divert to the option you choose (straight to voicemail, to another extension or to a different number)
One of your users is on Holiday and you would like all calls to this number to go straight to another user/number.
ON NO ANSWER - if you select this option, if the phone rings for more than the default time (300 seconds) and there is no answer the call can either go through to the voicemail of that extension, to another extension or to a different number
You want to ensure your customers always get through to speak to someone where possible. If USER 1 doesn't answer, the call can then go through to USER 2 etc.
ON BUSY - if you select this option, when a call tries to come through to the extension and the user is already on the phone, the call can automatically divert to voicemail, to another extension or to a different number.
USER 1 is on the phone, a customer tries to call but the phone is engaged, the call will automatically divert to voicemail/another user/another number
PHONE UNREACHABLE - if you select this option, when a call tries to come through but the phone is unreachable (i.e. out of service range/the phone is offline/user logged out) then the call can automatically divert to voicemail, to another extension or to a different number.
One of your users is on Holiday and has logged out of their Deskphone and you would like all calls to this number to go straight to another user/number.
To update the divert settings you simply need to select the button next to the option you would like (off, voicemail, extension or number). Please note that if you choose extension or number, you must also enter the extension number (e.g 2001, 2002 etc) or DDI number in the box beside the button as shown below.
Once you have updated your diverts, please click Save.
Your divert settings will then be updated, please note that it can take up to 24 hours for these updates to go through and if you update them outside of our office hours, they may not update until the office re-opens.
If you would like to update the diverts on any of the other users at this point you can go back to the main dashboard screen by clicking dashboard on the left hand side of your screen and then repeating the steps again for the other users.